Xoliswa Tini Properties refusing to pay out deposit

My brother moved in one of Xoliswa Tini properties on the 1 May 2018.Put in his notice on the 30th August 2019 when he was paying rent for S3ptember 2019 that end of September he will be moving out.He moved out on the 14th of September and was told to wait seven days after month end for his deposit.It has been more than seven days but the landlord lady Rose is giving him the run around.He has never been late on rental and has receipts to prove it.He bought electricity and left the flat in good condition.Now today this lady is asking him to write an email stating why he moved and i am failing to understand how any of that has got anything to do with his deposit. Is this the processes that are follwed by this company when people request their deposits? What if it is personal and confidential reasons? Does this now mean if he does not state it in the email he will not get his money back.I am deeply dissapointed and will not rest untill this is known by the relevant people. When i called the head office they said the landlord was suppose to go and request a deposit which she has not done 25 days after my brother moved out because he left before end September.