Hi Lola, Thank you for taking the time to share your experience. We are genuinely sorry to hear that both of your tenancies with Reposit did not meet your expectations. Reposit was created to help reduce the upfront costs of renting by removing the need for a traditional five-week deposit. However, we understand that end-of-tenancy charges can still be stressful, particularly for students. These charges are submitted by the letting agent or landlord, and while Reposit facilitates the process, we do not set or profit from these charges. If a tenant disagrees with the charges, they have the option to raise a formal dispute. A £60 fee is only required if the case is escalated to a third-party adjudicator, and this fee is fully refunded if any part of the claim is reduced. The adjudication process is designed to be fair and evidence-based for both sides. We are sorry to hear that our communications felt impersonal. We aim to provide clear and consistent support, but we also recognise the importance of making each interaction feel helpful and human. Your feedback is appreciated and helps us improve. We always encourage tenants to review the Reposit terms carefully before committing, so they understand how the process works and can prepare for any potential end-of-tenancy costs or disputes. If you would like us to look into your case in more detail, please feel free to contact our support team on hello@reposit.co.uk. Kind regards, Reposit Customer Support Team