Extremely Disappointed with Rentoza – Poor Communication & Failure to Honour Client Instructions

I am extremely unhappy and disappointed with the level of incompetence and poor customer service experienced with Rentoza.

I entered into a 12-month cellphone subscription with Rentoza starting in November 2024. Prior to the end of the contract term, a consultant contacted me and I clearly requested a buy-out option so that I could keep the device. I assumed this instruction had been processed correctly and continued making my monthly payments in good faith.

To date, I have made 16 payments, only to now be informed that my account has been moved onto a month-to-month agreement — something I never agreed to and was never advised of. I am now being told there is no record of my buy-out request.

I find this extremely concerning. Rentoza appears to have no difficulty tracking payments or locking devices promptly — in fact, this very phone was previously locked before the due date had even fully passed — yet client preferences and agreed arrangements somehow go unrecorded.

For context, I previously had a laptop subscription with Rentoza where the buy-out process was handled smoothly. This makes the current situation even more frustrating and confusing.

I lodged a formal complaint via email on 28 February, and to date I have received no response. Communication has been poor, delayed, and unresolved. The lack of customer care and failure to address complaints is unacceptable.

I am requesting the following urgently:

A full statement reflecting all payments made

Written clarification explaining why my account was moved to month-to-month without my consent

A clear buy-out fee and available settlement options

If this matter is not resolved promptly, I will have no choice but to escalate it through the appropriate consumer rights channels.

This entire experience has been an absolute nightmare, and I hope Rentoza takes this complaint seriously and resolves it without further delay.