Hi Rayna, We are truly sorry to hear that you’ve had a disappointing experience with Reposit. We want to clarify that Reposit has no financial or operational interest in keeping a claim open once a landlord indicates it should be closed. Any funds collected as part of a claim are passed directly to the landlord. If we are unable to recover those funds, our insurer covers the amount, at a cost to Reposit. In short, it is in our best interest for claims to be closed and for there to be no charges at all, as this avoids triggering insurer costs and supports positive outcomes for all parties. Our intention in reaching out to your landlord was simply to confirm whether he wished to reduce the charges or close the claim entirely. As I explained, we would never hold tenants liable for charges that a landlord has confirmed were resolved. However, because we cannot re-open a claim once it has been closed, it’s crucial for us to obtain clear written confirmation before taking that final step. We aim to proceed cautiously to protect both tenants and landlords from administrative errors that can’t be reversed. Regarding the timeline error, we do apologise again. This was a genuine human oversight, and we appreciated your understanding at the time. We are a small team with a high volume of emails, and unfortunately, we missed your landlord’s message on Friday. After our conversation, we even followed up with a phone call to your landlord to try and get clarity on your behalf as quickly as possible. We also want to reiterate that Reposit does not profit in any way from End of Tenancy charges. Our income comes solely from the initial Reposit fee and annual service fees. When landlords and tenants are able to resolve matters directly without the need for a claim, it’s genuinely the best outcome from our perspective. We can confirm that the claim has now been formally closed. We’re always here to listen, take feedback on board, and improve our service wherever we can. Regarding the £60 dispute fee, this is refundable, unless the adjudicator fully agrees with the charges raised by the letting agent/landlord. Should there be any discrepancy whatsoever, even just a small amount, the dispute fee will either be refunded to the tenant or deducted from the charges. This fee serves to dissuade any frivolous disputes where the charges raised by your letting agent/landlord are reasonable and justified. Thank you for your time, and again, we’re sorry this situation caused you frustration. Kind regards, Reposit Customer Support Team