Disputed Deposit Deductions and Refusal to Refund My Deposit PL1210 - DEPOSIT REFUND

Company: Ithemba Property Management Complainant: Ichael Mabhena Person handling the complaint: Nothando Shange – CRM Support, Ithemba Property Management Date of latest correspondence: 15 October 2026 Amount disputed: Deposit refund and the additional claimed balance of R4,616.67

Nature of the complaint

I am lodging this complaint against Ithemba Property Management regarding its refusal to refund my rental deposit following the end of my tenancy. I have been waiting for approximately two months for my deposit to be refunded, only to be informed that the company will not pay me anything because it claims that my deposit and the interest accrued have been used to cover final account charges.

I am disputing the deductions, particularly the late notice fees, because I submitted a screenshot as proof that I had given the required notice. Despite providing this evidence, Ithemba has maintained its position that no refund is payable.

Background and timeline of events

1. Submission of notice

I submitted my notice and provided a screenshot as supporting evidence that the notice had been given. My concern is that the company has charged me late notice fees despite the evidence I supp****. I expected Ithemba to review this evidence properly before making a final decision regarding my deposit.

2. Approximately two months waiting for my deposit

I have been waiting for approximately two months for my deposit refund. During this period, I followed up with Ithemba to establish when my money would be paid. Given the time that has elapsed, I requested a clear payment date and timeline for resolving the matter.

3. Correspondence from Nothando Shange – 15 October 2026

On 15 October 2026 at 19:12 (GMT+2), I received an email from Nothando Shange, CRM Support at Ithemba Property Management. She advised me that no deposit refund was payable because the deposit and accrued interest had allegedly been app**** to the final charges on my account.

According to her email, the charges included:

Final utility charges.

Maintenance recoveries.

Late notice fees.

She further stated that these charges exceeded the available deposit, resulting in the deposit being fully utilised and leaving an alleged outstanding balance of R4,616.67.

Nothando also stated that a final statement had been provided detailing the charges and the allocation of the deposit. However, my concern remains that the late notice fees are disputed because I had already submitted a screenshot as proof that my notice was given.

4. My attempt to resolve the matter directly

I wanted this matter to be resolved amicably and directly with Ithemba Property Management, without having to escalate it to external complaint platforms or dispute-resolution bodies.

I responded by reiterating that I had submitted proof of my notice and expressing my disappointment that my evidence had not resulted in a satisfactory resolution. I made it clear that I wanted the matter finalised between us.

Unfortunately, Ithemba has maintained that there is no refundable balance, without resolving my concerns regarding the disputed notice charges.

Why I am dissatisfied

My complaint is not simply about the fact that I have not received a refund. It is also about the treatment of my dispute and the need for a fair and transparent assessment of the evidence.

I am dissatisfied because:

I have waited approximately two months for the finalisation of my deposit.

I submitted a screenshot as proof that my notice was given, yet I am still being charged late notice fees.

My entire deposit and accrued interest have allegedly been used to settle final charges that I dispute.

Ithemba has gone further and claimed that I owe an additional R4,616.67.

I wanted to resolve the matter directly with the company, but I have not received a satisfactory resolution to my concerns.

I understand that legitimate outstanding charges may be deducted from a rental deposit where justified. However, I believe that disputed charges must be properly explained and assessed against the supporting evidence provided before they are treated as payable.

What I want Ithemba Property Management to do

I am requesting that Ithemba Property Management:

Properly review the screenshot I submitted as proof of my notice.

Reconsider and justify the late notice fees charged to my account.

Provide a detailed breakdown of the final utility charges and maintenance recoveries, including supporting documentation for each deduction.

Provide a transparent reconciliation showing the original deposit, interest accrued, every deduction made, and the calculation of the alleged outstanding balance of R4,616.67.

Recalculate my final account after reviewing the disputed charges and refund any amount found to be due to me.

Provide a written response addressing each of my concerns rather than simply repeating that no refund is payable.

Intended escalation

As I have been unable to resolve this matter directly with Ithemba Property Management, I am bringing my complaint to HelloPeter to seek assistance and accountability.

I also intend to approach the appropriate Rental Housing Tribunal and raise my concerns through the company's public social media channels, including X (formerly Twitter), if the dispute remains unresolved.

I would prefer a fair and amicable resolution rather than prolonged disputes. I am simply asking for the evidence I submitted to be considered, the deductions to be properly substantiated, and my final account to be corrected if the charges cannot be justified.

I ask Ithemba Property Management to investigate this complaint and provide a substantive response.