In June/July I instructed Connells to sell a bungalow in Malvern. As it had not been sold they were instructed to rent the property. They found tenants quite quickly. The tenants then decided to buy the property which is when everything went wrong. I gave them my solicitor's details by email and phone and also informed the Property Lawyers Connells had suggested that I did not wish them to act for me. I was in hospital when my wife returned home to find a message from Property Lawyers saying the papers were on the way. My wife immediately emailed both the lawyers and Connells and spoke to my solicitor the following morning who immediately sorted the matter out. An apology was received from Connells. The property was sold on the 13th January and that is when my problems really started. My solicitor received an invoice from Connells quoting a 1.25% fee rather than the 1% agreed. This was rectified but took some time. I then tried to get a final statement and a rebate of their unearned fees from their letting division. This they refused to do so until the Malvern office confirmed that the property had been sold. After some time I decided to instruct my solicitor to set off the monies owed by the rental section against the sale fees and pay the Malvern office the balance. After a series of emails I suddenly received a letter dated 10th February from Connells ' debt recovery office informing me that I had to pay the balance by the 17th February to obviate the need for further action. I immediately phoned the debt recovery office and asked if they had read my emails. They agreed they had. I told them in no uncertain terms that I was fully conversant with civil law and I would pay the balance once I had received the monies owing from their lettings branch. Part of the monies arrived but without the VAT. The final payment was received the end of February.