Unacceptable behavior from Estate agents.

We app**** for a property to rent through Rawson in Benoni. We duly paid the obligatory R310 for an ITC check. Something that I must mention is that R310 is borderline ******ion. I saw other estate agents that do the same for R99. Not to mention that an ITC check, the same one that they did through Experian, is free once a year and R70 thereafter. Our ITC came out stellar as well as our TPN check. They declined us reason being according to internal emails that they by accident sent to me is that we have had too many "pay day" loans. I pointed out that through Covid times everyone has been affected. The reason for our move was because we were spending more than we earn on fuel monthly (hence the move closer). Despite us having a stellar TPN record as well as a good credit rating, they refused to accept our application. Now, the reason for my complaint: The fact that they acted unprofessional as well as hurtful and using degrading inflammatory language in their internal emails that, as mentioned before, they accidentally sent to me. The fact that they didn't indeed use our TPN as well as ITC records to do their check and instead re**** on our bank statements to reach their verdict. Why did I then have to pay for an ITC check if they didn't use it for the application? Then some annoyances like them not answering emails, treating their clients like ******* and degrading them behind the scenes. Refusal to allow me to speak to their principal member and also refusing access to his details smack of a dictatorship within Rawson that cultivates bad behavior and bad mouthing of clients behind their backs. Not to mention the degradation, feeling of being inadequate and just plain meanness of how they treat us, the clients. I have asked for a refund of the R310. There was no response. I have threatened to contact the principal member. There was no response. I received a half hearted apology from Petricia, the person that sent the insensitive internal email. The apology was not accepted. They didn't contact ANY of the previous estate agencies or Landlords that I have rented through. They didn't bother. If they bothered to check they would know that I have in my entire life of renting and bonds, not once skipped a payment except for the level 5 lockdown, which I am sure many other South Africans went through. Point is after dealing with this company and their agents, Cindy and Petricia, I feel degraded and inadequate. This in my mind is pouring fuel onto a fire. It is unacceptable. We don't need to be reminded as South Africans that we are all suffering because of the Covid pandemic. I feel that this could have been handled in a much better way. The outcome that I would like is a formal apology from all involved as well as the principal member and an explanation as to why they run their checks like that. A refund of the ITC monies paid will also be in order. Charging for an ITC check when you make your decision whether someone can rent or not based solely on their last three months bank statements is unacceptable and they are taking advantage of the public. Don't get me started on their fee structure that needs to be paid before you can actually move into the premises. I would like an explanation of that too.