Legal 4 Landlords

Despite a technical error and being unable to submit the initial application for rental referencing, they did not respond to any attempt at communication. Without clarification or a response to the issue, they created an application manually on my behalf and gave me no chance to clarify or input the necessary info. After numerous emails requesting information and documents I had already sent, they refused to acknowledge or respond to any phone calls, emails or online chats other than the standard automated emails - all at my expense. I was offered a move in date: 15/20/23 and it is now 23/10/23. No response or update on the process or an understanding of the delays as it stands. Each time i call, selecting the 'tenant for referencing' option, I get placed on hold for a matter of minutes 'your call is important to us' and then hung up on. I can only speak to a member of staff when selecting 'I am a landlord/agent' option 1 on the dial pad. When I eventually get through, I am told that someone will call me back. This has been ongoing since the 11/10/23. The only call I received, last Thursday, which I believed to be a professional update or atleast an apology, was instead a marketing call which aggressively attempted to push me into buying content insurance for a property I still wasn't aware of whether I had secured or not. I was told they could not provide me the information or an update requested, but instead that they would like my banking details to setup and enroll for content insurance (blatantly implying this was mandatory to move forward and thereafter receive an update) for contents and rental fees up to the value of £10,000. I asked if it was mandatory, and that I wasn't happy R.E the above, and I could not get a direct answer. After refusing the (implied mandatory cover) and expressing that I was questioning their information throughout the call, the lady finally and hesitantly admitted that I was not actually legally expected or obliged to buy this cover/insurance. The tone was completely out of line and unprofessional. Despite being an incredibly calm and respectful person. The estate agents who are dealing with this company also do not have an update or an understanding of the delays. They received communication to claim that it was due to me not providing enough of/or the information/documents requested which was not true. I am completely unaware of the timeline or progress to date and I am overwhelmingly frustrated.