Promised full Refund, Weeks of Delays and Money still withheld

This is now my second HelloPeter review regarding this matter because the issue still has not been properly resolved.

I am extremely disappointed with my experience dealing with The Diamond / City Property.

After cancelling my application, I was repeatedly assured by the agent, Deon Sodi, that I would receive the FULL refund amount of R5 486.98 that I had paid. I confirmed this directly with him in writing and he responded “Yes” when I asked whether I would receive the full amount back.

I was then told that the refund would reflect on the 15th of May but it never did. On Monday the 18th another staff member, Ambrose contacted me claiming that the account number I provided was incorrect. A few moments later, he called back and confirmed that the account number was actually correct after all. I was then told that I would receive the refund sometime between Wednesday and Friday.

I eventually received the refund on Thursday the 21st of May, but only R4 989.88 was paid back, and I am now being told that the R500 securing fee is “non-refundable”; despite their own written assurance that I would receive the full amount I paid.

This entire process has been frustrating, misleading, and unprofessional:

1. The quotation amount was revised after payment. 2. I was expected to pay before receiving the lease agreement. 3. I was promised a full refund in writing. 4. I was promised payment by the 15th, which never happened. 5. I received conflicting information and multiple excuses regarding delays. 6. Part of my money is now suddenly being withheld after clear assurances were made.

What disappoints me most is the amount of time wasted during this process. Instead of properly assisting me I was left waiting for weeks when I should have been focusing on finding another place to stay.

I expected honesty, professionalism, and transparent communication, but unfortunately this has been one of the worst rental experiences I’ve ever had.