Formal Complaint – False Advertising and Unresolved Refund Issue (Rentoza)

Complaint Summary – 30 October 2025

I placed an order with Rentoza for an item advertised as in stock and available for delivery within 45 days. After making full payment, I was later informed that the product was actually out of stock, with no indication of when (or if) stock would become available.

Despite this, Rentoza continues to advertise and accept payments for the same product — constituting false and misleading advertising in direct contravention of the Consumer Protection Act (CPA), including:

Section 29: False, misleading, or deceptive marketing;

Section 41: Misrepresentation regarding availability of goods; and

Section 19(2)(c): Obligation to deliver within a reasonable or agreed timeframe.

Furthermore, Rentoza has failed to process my refund correctly. I have repeatedly informed their staff that my virtual card was cancelled, yet they proceeded to refund the money to the same cancelled card. Their timelines for the refund have now changed multiple times, from “3 to 12 working days” to an undefined period — with no resolution or accountability.

Rentoza’s continued dishonesty, lack of urgency, and unprofessional handling of refunds demonstrate gross incompetence and disregard for consumer rights.

I demand an immediate full refund. If not resolved urgently, I will escalate the matter to the National Consumer Commission (NCC) and the Advertising Regulatory Board (ARB) for investigation into false advertising and unfair business practices.