“I have been waiting since November for a depo......”
1 Star Review
Mar 23,2020
By:
'Christie'
Mar 23,2020
Branch: London, 310 Mare Street
Services: Lettings (Prospective customer)
Would you recommend?: No
Postcode: E8
Branch: London, 310 Mare Street
Lettings (Prospective customer)
Postcode: E8
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I have been waiting since November for a deposit refund and we are now approaching April. My concern is less about the money now but more about the outright disregard and care given to me.
After being dealt with by the initial agent whom I had been in contact with, whom I must stress was wonderful! I was then passed over to management for my refund to be dealt with. I first heard from said manager on 17/01/20 after I emailed advising my situation, I received a response saying she will need 5 working days to investigate and respond.
We are now 41 working days over that given timeframe (and that's not including Saturdays which I believe you also work).
I next emailed on the 27/01 asking for an update as I hadn't heard back in the timeframe I was told - I was ignored.
I emailed again the next day, 28/01 - I was ignored.
I next emailed on 30/01 - I was ignored.
I next emailed on 03/02 as I was still being ignored even after I was told I'd have an answer no later than 24/01.
The manager dealing with my deposit then responded on 04/02 advising she had, had a week off and would look into this over the next two days (05/02 - 06/02).
I then emailed on the 07/02 as again the given time frame had passed - I was ignored.
I next emailed on 10/02 - I was ignored.
I then rang on 14/02 and was advised said manager was literally completing my enquiry and that I would have a response by 14:00 that day, at the latest... I heard nothing.
I emailed that same day, 14/02 at 15:59 which again, was ignored
I then emailed on 17/02 - I was ignored.
I rang again on 18/02 - I was asked for the address of the property my deposit was held on. I was told the manager would speak to the agent initially dealing with me. I was told she'd be back in touch by the end of the day. Of course, I heard nothing.
I emailed 19/02 explaining I was still waiting - I was ignored.
21/02 - I emailed again, I was ignored.
10/03 - I emailed, I was ignored.
20/03 - last Friday, I rang and spoke to the agent. I was placed on hold. I was told the manager apologised for the delay but would sort it now and email me by the end of the day. I received no email, no communication, I have still heard nothing... as I previously mention, 41 days over the given resolution time.
I am honestly so shocked at how badly this had been dealt with and that of the poor care and custom service given. I really cannot get my head around how unprofessional this experience has been.
I cannot express how much unnecessary stress and anxiety has built up for me around this situation. I have never in my life made a complaint but I am so confused by how this has been dealt with, or how it has NOT been dealt with. I'm so baffled.
I simply want us to communicate and I want to explain, so there is transparency, that through being repeatedly ignored or given false timeframes of conclusion I now feel I am left with no other choice but to go to a small claims court.
Really sad and disappointing.
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