Dear Hannah,
I am very sorry to read that you feel that we have not been helpful in the return of your deposit, however, I would have thought that having explained to you the return process seeing as you had lost your deposit ID and then having actioned this on your behalf twice, so that the DPS sent you the ID by text to your mobile number which you confirmed, you would have then been able to deal with this on your own. I also take exception to your accusation that we have tried to scam you, especially as you agreed to the deduction on your check out with Stephen which was for the apartment clean, and you were given plenty of opportunity to dispute the amount. We take your comment re a "scam" very seriously and are seeking legal advise. I have copied here all the emails to you regarding your deposit which to be honest is a very straight forward process and all our other tenants have no problem with it and you were also provided with the Terms & Conditions of the DPS as well as the Tenant guide when you moved in. The DPS would also have talked you through the return process just as we had done. Whilst I appreciate that your move and job move might have proved difficult and stressful for you, however your lack of understating is hardly our fault. I suggest you contact the DPS again and explain to them the actual facts, as we actioned the release of the deposit to you from our end and you can clearly see that the DPS is "Awaiting Tenant Response" that being you. I am sorry to take this harsh stance but am more than annoyed in light of the effort we have made to help you in this regard.
I have for obvious data protection reasons deleted some information from the emails below which you have hard copies of.

DPS repayment number
Hannah Hida
20 Apr
to me
Hi Stephen,
We have received the paperwork to release our deposit but still haven't had anything through with the repayment ID on it? Where can we get this from?
Many thanks,

Hannah
Stephen Chesworth
22 Apr
to Hannah
Hi Hannah,
The DPS were supposed to be sending the repayment ID through to the mobile number you provided them with. Please check your texts or if it has gone through to your husbands phone, check his texts. The repayment number should be approximately 5 digits long.
Hannah Hida
27 Apr
to me
Hi Stephen,
We were only ever sent a confirmation in the post that our deposit had been moved into the Deposit protection scheme. We haven't registered any of our details with them ourselves.
Could someone in your office possibly have given them our number when the account was initially set up? Neither me, nor my husband have received a text so far.
Many thanks,

Hannah
Stephen Chesworth
28 Apr
to Hannah
Hi Hanna,
The information below is what was provided the Deposit Protection Service
(1) Name: Mr Bledar Hida
Address including postcode:
Telephone number(s):
Email address(es):
Fax Number(s): N/A
(2) Name: Mrs Hannah Hida
Address including postcode:
Telephone number(s):
Email address(es):
Fax Number(s): N/A

You will need to contact The Deposit Protection Service and ask them for a new repayment ID the above information shows your husband as the Lead tenant so they will send a text to him with the new number. Once you have this you will be able to access the deposit on their website.
Some information they will ask you for will be the deposit number they issued you with which should be either a 8 or 9 digit number. if you haven't got this they will ask you security questions the details you need are below:
Tenancy 6 months From the
Deposit amount
The details of the DPS are below:
The Deposit Protection Service (The DPS)
The Pavilions
Bridgwater Road
Bristol
BS99 6AA
Telephone No. 0844 4727 000
Email address: [email protected]
Regards: Steve
Hannah Hida
8 May
to me
Hi Stephen,
I contacted the Deposit Protection Service last week and they have just got back to me to say that the lead email address supplied by the Landlord/Agent is not the one you have given me above?
We cannot gain a repayment ID without the correct email address.
Please advise.
Stephen Chesworth
8 May
to Hannah
Hi Hannah,
Please see below the text I have copied from the Deposit Protection Service.

Deposit
Deposit statusAWAITING TENANT RESPONSE
Deposit paid
Date deposit paid
Tenancy start date
Period of tenancy6 Months
Monthly rental amount
Lead tenant nameBLEDAR HIDA
Mobile number
Email address
Tenant nameHANNAH HIDA
Mobile number
Email address
Property Details
AddressAPARTMENT
Property typeFlat
Furnishing typeFurnished
Number of bedrooms1
This text has been copied from the DPS website and pasted to this
email so if you speak to the DPS they should send you your new
repayment number as long as you provide them with the information they
are asking for which is what is showing above.
Regards Stephen