99 home website refusing to give a refund before receiving passport & confidential documents

Mike1l

Hi everyone

I tried to use this website (99 home) to post a rental ad for shop that I'm leasing, after taking the payment I was taken to page asking me to upload a copy of my passport, proof of ownership, and proof of address. I wasn't really happy to share such confidential information with a company that I knew very little about, so I emailed them and expressed my concern and said that I no longer wanted to go ahead with the ad. They replied to me saying even if I wanted to get a refund I still had to provide them with all of that information! I find that really weird and it really seems like a tactic to gain access to people's confidential information. It's important to note that they haven't done anything at all at this point, they haven't posted an ad or even taken the details of the property, they just took my money. I contacted my credit card company and explained the situation to them, at first they refund the fee to me but a few weeks later they reversed it saying that the merchant has sent them documents supporting the transaction. Another important point is that on the page on their website where this service is advertised, they make no mention of having to provide such documents or other confidential information to them before posting an ad so I think they're misleading people.

I'd really appreciate some advice from you on how to get a refund from this company, I don't think what they're doing is legal.

davidmcn

Nothing particularly unusual about an estate agent wanting to verify the identity of clients (and that they do actually own the property in question), or checking that they are sending a refund to the correct party. So if you want a refund I would suggest just providing the info they're asking for - they're obviously a genuine outfit, not some data-harvesting scammers.

pinkshoes

Mike1l said:

 I contacted my credit card company and explained the situation to them, at first they refund the fee to me but a few weeks later they reversed it saying that the merchant has sent them documents supporting the transaction. 

What documents have they sent them?

They are clearly a legitimate business and have a business address and telephone number, so don't actually look dodgy to me. Of course they need to check proof that you own the property and live in the UK before renting a property. You will no doubt get a lot of people trying to rent out a property that they perhaps don't even own!!

I would just supply the details, get the refund, then request under GDPR that they erase all information that they have about you.

It does seem a bit strange that they are refusing to refund given you have requested to cancel. Check your T&Cs carefully to make sure you didn't agree to supplying those documents. I can't find it stating that anywhere on your website.

Mike1l

davidmcn said:

Nothing particularly unusual about an estate agent wanting to verify the identity of clients (and that they do actually own the property in question), or checking that they are sending a refund to the correct party. So if you want a refund I would suggest just providing the info they're asking for - they're obviously a genuine outfit, not some data-harvesting scammers.

I really don't feel comfortable giving them a copy of my passport just to get a refund, they have my payment details, all they need to do is press refund and the money goes back to where it came, they really don't need my passport to do that.

[Deleted User]

Estate and lettings agents are legally required to obtain identify information as part of the money laundering regulations. You are the one being suspicious by refusing to provide the relevant documentation.

Mike1l

pinkshoes said:

What documents have they sent them?

They are clearly a legitimate business and have a business address and telephone number, so don't actually look dodgy to me. Of course they need to check proof that you own the property and live in the UK before renting a property. You will no doubt get a lot of people trying to rent out a property that they perhaps don't even own!!

It does seem a bit strange that they are refusing to refund given you have requested to cancel. Check your T&Cs carefully to make sure you didn't agree to supplying those documents. I can't find it stating that anywhere on your website.

They've just sent their terms and conditions, but from memory I didn't actually agree to any T&Cs before making the payment, and their phone number leads to a call centre in India. If I was going ahead with the ad it would make sense to provide the proof they're asking for, but the fact that they still want a copy of my passport before pressing refund seems really dodgy to me.

hollydays

pinkshoes said:

Mike1l said:

 I contacted my credit card company and explained the situation to them, at first they refund the fee to me but a few weeks later they reversed it saying that the merchant has sent them documents supporting the transaction. 

What documents have they sent them?

They are clearly a legitimate business and have a business address and telephone number, so don't actually look dodgy to me. Of course they need to check proof that you own the property and live in the UK before renting a property. You will no doubt get a lot of people trying to rent out a property that they perhaps don't even own!!

I would just supply the details, get the refund, then request under GDPR that they erase all information that they have about you.

It does seem a bit strange that they are refusing to refund given you have requested to cancel. Check your T&Cs carefully to make sure you didn't agree to supplying those documents. I can't find it stating that anywhere on your website.

Though it could be perceived that if they were criminals( the OP) , they got spooked after being asked to provide I/d .

Mike1l

camelot1971 said:

Estate and lettings agents are legally required to obtain identify information as part of the money laundering regulations. You are the one being suspicious by refusing to provide the relevant documentation.

Since when are you obliged to provide your passport, your proof of property ownership, and a proof of address to a call centre in India in order to get a refund?! Especially before any service has been provided.

Mike1l

hollydays said:

Though it could be perceived that if they were criminals( the OP) , they got spooked after being asked to provide I/d .

Am I a criminal for being afraid of providing my confidential information to a call centre in India just to a refund?!

hollydays

Mike1l said:

camelot1971 said:

Estate and lettings agents are legally required to obtain identify information as part of the money laundering regulations. You are the one being suspicious by refusing to provide the relevant documentation.

Since when are you obliged to provide your passport, your proof of property ownership, and a proof of address to a call centre in India in order to get a refund?! Especially before any service has been provided.

So, it was an Indian address you were being asked to send these documents to?

hollydays

Mike1l said:

hollydays said:

Though it could be perceived that if they were criminals( the OP) , they got spooked after being asked to provide I/d .

Am I a criminal for being afraid of providing my confidential information to a call centre in India just to a refund?!

I thought everyone established it was a reputable company? I was talking hyperthetically, from the laws point of view.