Complaint on NRG Port Elizabeth

The company is not one to be trusted. Their management and communication is very bad. They value the tenant more than the owner. I have a tenant through their agency and things have been going from bad to worse. I am not sure if the agency really does background checks on tenants or not , because I cannot understand the situation I am in. The tenant a month after entering the property started paying rent very late. The first month I had to call the agency to ask what was the agreement on rent with the tenant in terms of due date, because no one was communicating anything to me. This continued for month and it escalated to the point that the tenant did not pay rent. The agency stated that they have given the tenant notice to vacate, and the tenant should move out by the 28th of February. To date the tenant is still in the house and not paying rent while i am paying R13000 towards bond and rates. I asked the agency what was their plan if the tenant does not vacate the property on the date and their response was "we hoping it doesn't come to that". Throughout all this I am the one who has to communicate with agent first if I want any updates on the matter as they dont call to update. Sent emails, whatsapp and even called them but no solution is coming forth. The directors email that they gave me goes through but he or she does not respond as well, maybe it's not important enough for him to make an effort to respond. Now they have ghosted me and are not responding to my whatsapp or emails. To show how bad they are I included an email of someone from NRG Johannesburg and he was so quick to distance himself from the PE branch. He did not even want to be part of the whole thing. I am at a loss I don't want to speak on the issue of rates that they sometimes forget to bill the tenant. They are always telling me that they can't find the tenant and she has blocked everyone and when they go to the house they don't see them. When they get hold of them, the agency told me that the tenants are trying to sell their car to pay for the arrears and that they are still looking for a place. I asked then what about the rent and the tenant moving out, i get no answer. They have all the answers for the tenant but not for me the owner of the house who is now drowning on debts because of them. If you ever hear of the company run because you will lose money because they can't remove the tenant and they can't make the tenant pay rent as well.