mydeposits Arvostelua 

Change isn't always for the better. I logged in today to get a tenant deposit information leaflet. After much searching it was impossible to find. Ok. So, I tried to call I was in a queue for 60 minutes. Then the woman who took the call was helpful & apologetic. Everyone calling is really unhappy with MyDeposits changes. Add to which, they have messed up my deposits. Deposits that were released are NOW SHOWING AS REGISTERED! What have they done. As if landlords haven't got enough to do with educating themselves about the new Renters Rights law. Fines and Make Tax Digital. Some clever bod at MyDeposits has just thrown out a completely messed up portal. It may look flash. But it doesn't work. Change for the sake of change. Just stop.

As Always my help from ( my deposits ) Total property has been exceptional what problems i had were sorted for me they are an amazing company .
This week i have had the help from Michelle , James ,
Claire making my Life so much easier with their input
and service they gave 🤗X
thankyou X

Though I had to queue on the phone for over an hour (!) when my call did get through Nic was incredibly helpful, clear and patient. So a big thank you to Nic.
Just one thing - why did you have to change the platform - it worked perfectly before and the new site is not that easy to navigate and frankly counter-intuitive a lot of the time. However, due solely to Nic I am now reassured as to how it all works. Give her a bonus!

Sophie f was amazing. I spent 2 hours sat morning on line and got nowhere. After calling and waiting 1 1/2 hours on phone when in queue I was no 5 got cut off then called again waited all that time and Sophie f came along was amazing knew her stuff talked me through. Thank you so much so helpful. Very attentive and made me feel at ease. Navigated me through the new platform. Went above and beyond. Thank you.

I spoke to NIC she was very professional and very helpful.
She guided me through and all my queries were answered and l was told about the new law with regards to the tenant deposit.
She send email with the link on Guide to go through as well.

I was stuck in the phone queue for over 1h30m with no response - I was at number 1 in that phone queue for at least 20 of those minutes. I started at 77th in the chat queue and eventually hung that up as I had to leave the office. I have used mydeposits without issue for years, but it now seems to have changed hands (or rebranded as Total Property) and is now offering zero customer service.

MyDeposits has recently transferred its business on to the Total Property platform. WHAT AN ABSOLUTE MESS THIS IS IN. We now have 17 INCORRECT DETAILS for the properties we manage. We are only a very small management company so lord knows how the big companies are affected. Shocking state of affairs.

I had a very positive experience with Nic from the deposits team. She handled my query with the utmost professionalism and patience. She resolved my immediate deposit problem efficiently, which took a lot of stress off my shoulders. Her human-like approach and clear guidance made a complicated process much easier to navigate.
Lana Kova

My MyDeposits account has been recently been migrated to Total Property. Since migration, I have been unable to access my account.
The agent helped me with restoring access. It was a timely efficient support.
Thank you and good luck with the new company.
Kind regards,
Gigy

Did everything I needed to do in a very professional way

I would give MyDeposits zero stars if I could.

We had to wait three months before the deposit process could move forward because the tenant failed to respond. Now that those three months have passed, we've spent the last week trying to get MyDeposits to act.

During that week, our letting agent has emailed MyDeposits five times and called them five times, but still hasn't received a response. I also tried contacting them myself. When I called, I was sixth in the queue and couldn't get through, and when I tried the live chat, there were 56 people ahead of me.

It's completely unacceptable that a company can hold people's money while being so difficult to contact. There should be a process that prevents deposits from being held indefinitely when one party refuses to engage, and once that period has ended, MyDeposits should deal with the case promptly instead of leaving customers chasing them.

Poor customer service, excessive delays, and a system that leaves people without access to their own money. Based on my experience, I would not recommend MyDeposits.

I had such a positive experience with mydeposits Scotland. The staff were friendly, professional, and incredibly helpful, and my dispute was resolved quickly.

I am very grateful to everyone who assisted me, particularly Ms Lorraine Thorpe, for all your help and support throughout the process. It was a pleasure working with you.

Gone to Hell overnight. Was using reliably for about 15 years then it looks like they sold it or something to Total Property. It used to be simple and easy. Now it won't even protect a deposit of check out a basket. The website is unusable. The customer line is a joke compared to what it was. They have chosen to do all this at a point of maximum stress given all the legislative changes to the sector. I think I will be going elsewhere. No loyalty.

Claire-Louise was extremely helpful and knowledgeable, despite the waiting time for a call, once I got on the phone with her I can honestly say it was one of the best experiences I’ve ever had with customer service. Thank you Claire-Louise for your time.

issues resolved

With a change of user platform, there were always going to be lots of questions as the change over from MyDeposits to Total Property is very different and not very intuitive. However, Sarah answered all my questions patiently so I could finally begin to understand how the system worked and could register a new tenancy.

Nic was extremely helpful and patient in trying to get to the bottom of the issue I had with the newer system. She explained everything that she was doing to work the issue out and once she resolved the issue, she made sure that I was happy with unprotecting some deposits under the newer system. Whenever I speak to Nic she makes me smile and she is always a delight to speak to

I'm could not recommend enough MyDeposit. Hanna today was very professional and helpful. She helped me all the way through the matter. I definitely recommend MyDeposit. Thank you very much

After not being to aware of this company and why they were holding my deposit I decided to call and receive more information on how the process to receive my deposit works. Benjamin was across the line and was able to explain everything in a very professional and concise manner which helped me a lot. I appreciated it a lot and hope more people that are unaware will come across him as he was amazing!

What an absolute disaster MyDeposits has suddenly become! Absolutely NONE of the IT works.
The automated system just tells the customer to use the "Live" chat service which the message “Instant” chat response: "You're 63 in the queue. The wait is about 16 minute(s). Thanks for your patience." you are advised to use this rather than wait on the phone! I have tried both phone, so-called instant" chat and Email starting five days ago! All I want is the name of a tenant removed and replaced with that of a different tenant. I supplied everything that MyDeposits requested five days ago.
The chat line has no access to any IT!
The phone line tells me to wait whilst they work through the six people in front of me.
After another 50 minutes waiting on the phone, I got a human being who could not hear me as their IT was faulty.
And yes this was at the MyDeposits end. There is absolutely nothing wrong with my phone.
I subsequently saw a message on the MyDeposits web site that there had suddenly removed access to the IT some 40 minutes before they answered the phone.
What used to be accomplished in a two minute phone call backed up with a prior Email over the past 15 years that I have been a customer, fails to work after many hours on this simple task over five days.
I only have 14 days to get the updated tenancy record to my tenants and the MyDeposits web site has extended it's down time from four days to five days and now to to six days!
The message on the web site states:
We’ve moved our insured-backed protections onto the Total Property platform. With insured-backed and custodial deposit protection together in one place, members benefit from a simpler, more seamless experience.
The corporate irony beggars belief.