Rentoza Refund Delayed Far Beyond Their Own Policy

I am extremely disappointed with the handling of my refunds by Rentoza.

My orders (#235903 and #235938) were cancelled and reflect as “Order Cancelled” & "Order Declined" on my account, however I have still not received my refund despite waiting almost a month.

According to Rentoza’s own stated policy, refunds should take 6–12 working days, yet I continue receiving repeated generic responses that the matter has been “escalated to the payments team.”

The most concerning part is that Rentoza has now admitted they do not even have an ETA for when my refund will be paid.

To date:

- no refund has been received, - no proof of payment has been provided, - and no meaningful timeline has been given.

I have kept screenshots of:

- cancelled orders, - WhatsApp communication, - refund escalation messages, - and responses confirming there is “no ETA.”

I have now been forced to escalate the matter through my bank dispute process and am proceeding with a complaint to the Consumer Goods and Services Ombud (CGSO).

I hope Rentoza resolves this matter urgently because this experience has been extremely frustrating and disappointing as a customer.