Formal Complaint and Urgent Request for Resolution Regarding Withheld Deposit

Dear City Property Management Team,

I am writing to formally lodge a complaint regarding the handling of my deposit refund and the lack of communication and resolution I have received from City Property despite numerous attempts to resolve this matter directly.

I am extremely disappointed that after following the process and guidance provided to me by City Property, I was informed that my deposit was not going be refunded because I allegedly “broke my lease” by moving out early. This is extremely concerning, as this is not what was communicated to me when I engaged with City Property before making the decision to relocate.

I would like to provide the full timeline and details of what occurred.

Due to securing a new employment opportunity, I anticipated that I may need to relocate closer to work. Before making any decisions, I approached City Property to understand the correct process and what steps I needed to follow should I need to move.

During my first visit to the City Property offices, I spoke with Mpho (receptionist), who I made aware of my situation. As Lance was in the office at the back, Mpho contacted him, and Lance came through to assist me.

At this stage, I had not yet secured another property. I explained to Lance that there was a possibility that I would need to move due to my employment change and that I wanted to understand the process. Lance was extremely helpful during this discussion. He explained the notice requirements, advised me regarding the 20-day notice period, and we calculated the notice period together using the calendar to understand how the dates would work.

During this same conversation, Lance offered to assist me in finding another place if I needed help. He suggested possible options, explained his own experience commuting, and spoke about using the Gautrain and transport options.

At that stage, I had not yet found a new property, and I advised that I would continue looking and return once I had secured accommodation.

On 25 February 2026, I secured a new apartment and received confirmation of my new accommodation. I then returned to the City Property offices to proceed with the next steps.

During my second visit, I again spoke with Mpho, who contacted Lance. I explained that I had now secured a place and needed to proceed with terminating my lease.

Lance again assisted me by calculating the required 20-day notice period. Following this discussion and calculation, I completed the required notice/termination forms and handed them to Mpho, who submitted my notice on my behalf.

Both Lance and Mpho were therefore fully aware of:

- My intention to relocate due to my employment change. - The fact that I was actively seeking alternative accommodation. - The fact that I had secured a new property. - The calculation and submission of my 20-day notice. - The fact that I was following the process provided to me by City Property.

At no point was I advised that following this process would result in my deposit being forfeited or that I would be considered to have broken my lease.

Based on the guidance provided by City Property, I:

- Served the required 20-day notice period. - Remained in the property until the agreed date. - Paid my March rental. - Followed the instructions provided by your employees. - Handed the property back in good condition.

A Residential Clearance Inspection was completed by City Property through the Check1t system on 30 March 2026. The inspection confirmed that the property was handed back in an acceptable condition. The report reflected that the unit was clean, undamaged, and in working order. The overall condition received a 5-star rating, with the comment: “Unit is clean.”

Therefore, there were no damages, cleaning issues, or property-related concerns that could justify withholding my deposit.

After vacating the property, I noticed a deduction of R231.57 from my account on 1 April 2026. I contacted Mpho regarding this, and she advised me to contact Accounts. I then contacted Lance, who provided me with the relevant Accounts contact details.

It was only after contacting Accounts that I was informed that my deposit would not be refunded because I allegedly “broke my lease” by moving out early.

This was extremely concerning because it contradicted everything that had been discussed with City Property beforehand. I had specifically approached City Property before moving, sought guidance, followed the notice process explained to me, and re**** on the information provided by their employees.

Since then, I have made numerous attempts to resolve this matter:

- I have contacted Lance multiple times via WhatsApp. - I have attempted to call him regarding the matter. - I sent emails requesting assistance and clarification. - I forwarded correspondence to Sarika after visiting the City Property offices on 26 May 2026, as I was struggling to get a hold of Lance as he was ignoring my calls, emails and WhatsApp messages. On the day I decided to try see him in person he was unavailable at the time. And Sarika proceeded to assist me. - Sarika requested that I send her all correspondence so she could become involved and assist with resolving the matter. - I provided the requested information, and despite multiple follow-ups, I have repeatedly been advised that she would get back to me, but no proper response or resolution has been provided.

I have all the communication showing my repeated attempts to obtain assistance (can't see where I can attach them). I was the person consistently following up through WhatsApp, calls, and emails, while I was not receiving the necessary feedback from City Property.

Today, 17 August 2026, this matter remains unresolved.

My concern is not only the withholding of my deposit, but the lack of communication, accountability, and the fact that I followed the guidance provided by City Property representatives. I acted in good faith, followed the required process, and handed the property back in excellent condition.

I respectfully request that City Property:

1. Review all communication and correspondence between myself and your employees. 2. Investigate why my deposit is being withheld despite me following the notice process discussed and calculated with your team. 3. Provide a clear written explanation as to why I am being treated as having broken my lease. 4. Resolve this matter fairly by processing the refund of my deposit.

I trust that City Property will take this complaint seriously and provide the resolution and accountability that I have been requesting for several months.