“Rude staff during deposit return...”

Aug 22,2018
By: 'LB'
Aug 22,2018
3 people found
this helpful
I Moved out of a property on the 21 of July, with an official end of tenancy on the 7th of August 2018.

I asked Merryweathers if, seeing as I had returned the keys and therefore had no way of entering the property again to change its condition, they would conduct the final inspection on the move out date to speed up the return of the deposit. They refused.

The final review was conducted and the property was found to be clean and good. A deposit return figure was decided after a week or so.

Throughout the process I made them aware of extreme financial difficulties I was experiencing with not having the deposit returned and asked to be prioritised as these issues would start to have severe implications for my living arrangements and finances.

When I asked a member of staff (after the return was confirmed) how long it would be before my deposit was in my account, she told me it would be that day or the day after (Monday 20th/ Tues 21st) .

When I rang for confirmation, she changed this time line to the next day or the day after that. On the last day of the expected return I rang several times to ask for exact details and when to expect the return.

I was told by one member of staff that "The accounts employee is doing it right now."

After 40 minutes of waiting, still nothing had been returned to me. When I rang again, I was told "The accounts employee has her finger on the button right now"

I was then told rudely and aggressively that there were procedures that had to be followed.At no point was I made aware that it normally takes 4 days for the money to be returned and thus was going off of the initial time frame provided to me. I was not made aware of that on the Monday when I rang, when that same member of staff had told me "It'll be with you today or tomorrow." I was never made aware of any of the specifics of any procedures and therefore am incredibly irritated that the particular member of staff lost her temper with me and spoke to me in a very unprofessional manner.

I am writing this moments after hanging up and being told that the accountant was transferring my money back to me at that moment. 20 minutes on, still nothing has been transferred.

In addition, the return was initially being handled by another member of staff, who did not make me aware she would be leaving the office for annual leave and I was not provided with any information about who would take up the case and how that may effect the speed of the return. These are all details I had to discover myself through emails and phone calls.

In my new residence, I have now missed my first rental payment and several bills and Merryweathers were aware that these financial issues were growing through the entire process. However, I can only interpret being told that "we are paying other people to today!" means they paid no heed to how severe my financial issues really were.

Another 10/15 minutes has passed and yet again....nothing has been returned to my account.

Poor communication and a lack of clarity with absolutely no specific detail.
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The Point Bradmarsh Business Park, Bradmarsh Way Rotherham
South Yorkshire
S60 1BP

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