Hi Isla, We’re sorry to hear about your frustrations and we want to address your concerns clearly. First, to clarify — your agreement was through Reposit, which is a deposit replacement service. The use of Reposit and paying our upfront non-refundable fee replaces the traditional five-week tenancy deposit. tenants choose to use Reposit as a more affordable alternative but it does not negate your responsibility for end of tenancy charges. At the end of a tenancy, landlords are entitled to raise claims for rent arrears, cleaning, gardening, or damage beyond fair wear and tear, in line with your tenancy agreement. These are called Charges under the Reposit T&Cs. You are always notified of any Charges via your Reposit account, and you have 7 days to respond with your own evidence or a counter-proposal. If you disagree with your landlord’s claim and it cannot be resolved directly, the process allows you to escalate to an independent third-party adjudicator by paying a £60 adjudication fee. This fee is fully refunded if your dispute is upheld in whole or in part. The fee exists only to ensure that adjudication requests are genuine and impartial. We appreciate that you would have preferred to speak with someone by phone, but as stated in the T&Cs, all formal communication must go through your Reposit account or via email (hello@reposit.co.uk). This ensures a clear record of all evidence and correspondence for both tenants and landlords. We understand moving out can be stressful, and we regret that the process has left you feeling unheard. Please log into your Reposit account or email us directly so we can review your specific case and make sure it follows the process set out in the Terms & Conditions. Thank you for raising your concerns — we take all feedback seriously and will continue to improve how we explain and support tenants through the Reposit process. Kind regards Reposit Customer Support Team