Agency has over-charged rent and is no longer responding

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    Agency has over-charged rent and is no longer responding

    Hi,

    Myself and a flatmate seem to be having another issue with our agency who are acting on behalf of the landlord.

    Our monthly rent and bills are taken in the form of an online payment each month. Last month we noticed that we were recharged for bills that had been paid the month prior. The breakdown was as follows:

    PAID IN AUGUST 2021
    Council tax bill
    (August 2021)
    £167.00

    PAID IN AUGUST 2021
    Entertainment package
    (August 2021)
    £24.00

    PAID IN SEPTEMBER 2021
    Entertainment package
    (September 2021)
    £24.00

    We have overpaid by a total of £215 and after attempting to call the agency for the past 4 weeks, we have not had any form of response. Our rent for December is due to come out next week (they are charging us rent and bills at the start of each month), and no form of refund has been applied to the statement. At this point we are not sure how to proceed with requesting a refund for the overcharge.

    Are we in a position to look at withholding rent/bills until the overcharge of bills has been resolved? We have always paid our rent on time, and I am reluctant to withhold payment, however at this point we have had no response from them despite attempting to contact them multiple times a week.

    Thanks

    #2
    Not sure I fully understand the items are for different things and different periods where is the over payment that you see? If you withhold rent your liable for all costs plus eviction.

    Your contract should say if you are paying in-advance (which is most likely) so before you consume the entertainment package you pay for it at the start of the month. Council tax is with the council, they are just administrating it.

    Comment


      #3
      Sorry if I have not been clear. The bills mentioned are the over-payments. The following bills were paid in the months of September and August, however our agency charged us again for them in the month of October. So to explain, in October we paid our usual Rent and Utility bills, but were also charged for the following bills which were already paid in the months of August and September.

      We basically receive a breakdown of the rent and utility bill amount for the month a few days before the transaction takes place. On last months statement these were also on our breakdown. After trying to contact the agency to resolve we have had no response whatsoever.

      Council tax bill
      PAID IN AUGUST 2021
      £167.00

      Entertainment package
      PAID IN AUGUST 2021
      £24.00

      Entertainment package
      PAID IN SEPTEMBER 2021
      £24.00

      Comment


        #4
        How is the agency taking the money? Do the have a direct debit on your account? If so, then I would write formally to the agent re-stating the issue and all the attempts to contact them and saying that unless I heard back within 7 days, I would cancel the direct debit and pay any balances manually until the matter is resolved.

        Comment


          #5
          It is basically a direct debit from my account, to make matters worse we haven't been charged for gas/electric in 3 months which is a separate issue. I'll get a letter written up and get it posted, thanks.

          Comment


            #6
            Why is agency paying council tax & not the occupants? What sort of tenancy agreement do you have, please - e.g. AST??
            I am legally unqualified: If you need to rely on advice check it with a suitable authority - eg a solicitor specialising in landlord/tenant law...

            Comment

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