Open Rent Failure to Repay Holding Deposit after 3 weeks

Openrent do not process payments when they say they will. When a holding deposit is paid and a landlord has withdrawn the property. I have waited over 3 weeks since the date they said payment would be made to me. Openrent provide no means to contact or chase for payment.

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Click on ā€˜Need help / help centre / contact usā€™. Then send them a message. They have always replied very promptly when I have contacted them.

I have sent numerous emails and phone calls. All that happens is I get a standard response claiming they have made this payment. I have checked several times with my own bank and they confirm that no payment has been initiated by Openrent, despite constant claims that they have made the payment but provide no evidence to support their statements and hide behind canned or delayed repsonses and it is impossible to locate any person taking responsibility to solve Openrents error.

Hi Eldred,

As per our communications and the information available on our site (in your payment history), this payment was refunded on the 14th June. This is 4 days after you made the payment on the 10th June.

Our payment provider (Stripe) issues the refund to your bank, and we have supplied you with the ARN (Acquirer Reference Number, which can be used by your bank for tracing). Weā€™ve never seen a bank not be able to trace a payment with this number, and we have definitely refunded the payment (as confirmed by Stripe).

There are generally 2 scenarios:

  1. The refund was a reversal, and so the initial payment simply dissappears from your bank statement. There is no ā€œrefundā€ because there is no ā€œchargeā€ in the first place. We donā€™t control which banks do this vs. a charge and refund, so you need to check your ā€œchargeā€ still exists.
  2. The refund is taking time to settle. According to strip this can take up to 10 business days, albeit this is extremely unusual.

Otherwise, the refund has been issued and either the money is sat with your bank or the bank have removed the initial charge completely. If you need help finding the ARN number again, let me know, otherwise that is all your bank need to locate the refund.

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Iā€™m sorry to inform you that I can see the debit taken on the 10th from my account. OPENRENT RENT NOW LONDON debited the full amount. No credit amount has been received despite confident reassurances by yourselves that it would be reimbursed by the 24th June. This matter remains outstanding on the 4th July and I am still waiting for my deposit to be returned.

And as per the info supplied by Daz, have you contacted your bank with the ARN Number? What did they say?

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