Vixzen Properties

Vixzen Properties Refused to Properly Account for My Rental Deposit

I am posting this review to share my experience with Vixzen Properties and to encourage prospective tenants to ensure they understand exactly how rental deposits are administered. My husband secured a rental property through Vixzen Properties and paid a rental deposit of R9,000.00 into their trust account. Before taking occupation, unforeseen personal circumstances meant that he was unable to proceed with the lease. He immediately notified the agency and even attempted to assist by referring a replacement tenant. When we later requested a full accounting of how the deposit had been app****, we expected supporting documentation for every deduction made. Instead, we received an internal statement reflecting deductions for: June rental allegedly lost due to vacancy; Pro-rata July rental; Cancellation, marketing and administration fees; and A balance showing that only R735.00 of the R9,000.00 deposit was refunded. While Vixzen maintains that the property remained vacant until 4 July 2026 and that they actively mitigated their losses, they have not provided the underlying documentary evidence we requested to support these deductions. Among the documents we requested were proof of advertising, records of viewings, evidence of efforts to secure another tenant, and documentation substantiating the marketing and administration costs charged against the deposit. Instead of providing this evidence, we have largely received explanations and internal summaries. As consumers, we believe tenants are entitled to more than assurances when thousands of rand held in trust are deducted. We believe deductions from a trust-held rental deposit should be supported by proper documentary evidence so that tenants can independently verify that the charges are fair and justified. Unfortunately, what should have been a straightforward request for transparency has escalated into a dispute that now appears destined for the Rental Housing Tribunal and the Property Practitioners Regulatory Authority (PPRA). This review is not intended to discourage landlords or agents from recovering legitimate losses where they are legally entitled to do so. Rather, it is to highlight the importance of transparency, accountability and providing tenants with sufficient evidence when substantial deductions are made from trust-held deposits. I sincerely hope Vixzen Properties will still choose to resolve this matter by providing the documentary proof requested, rather than requiring consumers to seek intervention from regulatory authorities.