Our household is still waiting on almost £500 owed to us after moving out of a property in July 2024. The process of trying to get this money back has been incredibly frustrating. 4th August – We were emailed a final statement saying our money would be in our accounts within a month (by 4th September).5th September – I chased this by email. They didn’t respond until 18th September.8th September – I called and was told it could take up to 12 weeks, despite the email saying one month. I questioned this and was told a request would be made to speed it up, and that I’d have the money by 12th September.17th September – I called again and was told instead it would be 14 working days from 4th September, meaning payment by 24th September.18th September – I finally received a reply to my very first email (from the 5th), which said it would actually be 10 working days from 8th September, also pointing to 24th September.It is now well past the date promised in the orignal email and the latest dates provided in the follow-up communication. We are still yet to receive our money.I have since logged a formal complaint (no response) and have tried to call multiple times, often being left on hold and promised call-backs which never happen.Witholding almost £100 from students and being often unreachable or met with conflicting/incorrect information from customer service when trying to resolve it is very poor.Overall, poor communication experienced throughout the contract, expensive bills and unnecessarily not refunding our money.
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