Hi Vanessa, are you sure you have the right agent? We have never lost an instruction to Purplebricks! We also work on a no sale no fee basis, so there is no way your aunt would have incurred any expense at all (unlike Purplebricks where you have to pay upfront for everything whether they sell it or not). Could you let me know the name of your great aunt, and the name of the property? Look forward to hearing from you, Best wishes, Rob Stoyle email: rob@helmores.com **UPDATE 11/8/18: We didn't get a response from this person nor could we find any records of her or her aunts property - fake review :(