Service failures and unfair withholding of deposit

I moved into a home which I rented and told the agent Lorraine when I moved in I wasn’t happy with the uncleanliness of the house. I also asked for a credit (in writing) for having to have employed someone to clean the house properly after I had moved in.

Moving out day I paid someone to clean the house, but Proprent decided to still bill me with a R1500 fee referred to as “DOMESTIC” and deducted it from my deposit. When I phoned the bookkeeper/accounts person Annemarie to query it, I was told that she only bills what the agent tells her to bill and I have to sort it out with the agent. So my first service failure issue is, why must I, the client, sort out their internal issues? The agent and accounts person works for the same company. Surely they should communicate with each other and come back yo me with an answer.

Second service failure is that I did indeed contact the agent - TWICE - whose modus operandi seems to ignore tenants (or get aggressive!) when a problem arises.

As none if my queries have been responded to, I can only assume that billing for unknown services and then deducting it from the refundable deposit is Proprent’s way of procuring extra in a not-so-honest way.