Why is agent telling me to speak on phone to get deposit back rather than email?

user225688

I only like speaking to them via email to have a written record.

I moved out last week monday and so it is now 9 days since moving out and still not got the deposit. I said in the notice letter to give within 10 days of my move out.

I guess they have been scrambling to find out why it isn't protected/where it is. The situation is that the property was solve while I was 'in situ' and it seems the new agents never bothered to re protect the deposit.

Having already rung the 3 main schemes I know that that my previous deposit was not protected and it went unprotected the day the handover happened.

I emailed them yesterday asking when I can expect to get my deposit back and today I get a reply saying they tried to call me and to ring them at my earliest convenience regarding getting the deposit back.

I just responded saying I hardly ever use my phones and don't see what the advantage of using phone vs email is so they should just tell me by email.

I have not yet told them that I know the deposit is unprotected. Maybe they want to talk on the phone so there would not be written documentation of what was said. I remember they were trying to get me on the phone rather than email when they were trying to squeeze a rent increase out of me (which they failed to do and gave up) at the start of this year.

I also told them at the time I only speak on email and so they carried on via email rather than phone in that case.

So I went through this almost 3 years ago regarding the deposit, exact same situation as above and it took almost 2 months to get it back after the agent ignoring me for weeks and finally them complying after having sent a letter before action.

The protocol now is just to demand the deposit back and then threaten/write a letter before action if I recall correctly? It is still quite fresh on the mind from last time.

bigisi

So much unnecessary waffle. Just phone them.

user225688

Ha! they are trying to imply I should be the one chasing up the deposit!

What a cheek!

The reason for the call was due to us not being able to locate a deposit held for yourself. We wanted to discuss the next steps as to where you should contact to claim this back.

AdrianC

user225688 wrote: »

Ha! they are trying to imply I should be the one chasing up the deposit!

<shrug> Fine. So leave it up to their timescale. You're the one wants to get things moving...

A phone call is a lot quicker and easier than fannying about with emails backwards and forwards. It's at the front of the agent's queue for things to do. They read your email, the phone goes - they don't ignore the phone until they've finished replying, do they? And if that reply includes a request for more information, they have to wait for you to read and reply.

Just get over the whole "But I don't like the phone" schtick, and accept that there's a time and place for it. You've already phoned the deposit schemes, so there's nothing actually stopping you using the phone.

If there's something you want in writing, ask them to put it in writing. Or email them and ask them to confirm it.

theartfullodger

email them thanking them them for their kind and helpful advice to use the 'phone & note that you will start the deposit dispute process...

G_M

2 options.

1) ring them, listen to what blather they give you. Then tell them that as the deposit is unprotected you will start court prceedings for the 3 times penalty unless the deposit is returned in full within 3 days.

2) Write formally, to the named landlord, at the address 'for the serving of notices', with a copy to the agent, saying the same as above. Top of letter write "Letter Before Action".


https://england.shelter.org.uk/housing_advice/tenancy_deposits/tenancy_deposit_compensation_claims

AdrianC

OK, there is some background to the OP's reluctance to make a call:
https://forums.moneysavingexpert.com/discussion/6066289/is-there-technology-between-wifi-and-4g-any-different-in-terms-of-safety

user225688

Don't know why you are muddying the water with that. It has nothing to do with the current topic.

And I am not 'scared' to make a phone call; well maybe if I were to talk to a girl for the first time! but not here. I said it is for evidence purposes and it is much easier to refer back to email correspondences (evidence or not) than things that were said on the phone.

DoaM

Phone them, note what was said (or record the call - and tell them you are doing so), then send a confirmation email that summarises what was said. Unless they dispute your email then it becomes the formal record of the conversation.

Thrugelmir

Make a physical visit to the agents offices.

gozaimasu

I hate companies who insist you have to speak to them on the phone.
Just start court proceedings. You could end up with 3 times your deposit. Really easy to fill out the forms too.