I have dealt with Jules on several occasions over ...

I have dealt with Jules on several occasions over the years and while they generally take a while to answer via e-mail, the delay in the response for my current correspondence with them has been unnacceptable. I have written them on multiple occasions and to multiple e-mail addresses and have yet to receive ANY news about the return of my deposit on a rental contract which ended in June 2017.

Thus far, I have gotten one reply from them in two months which dates back more than 3 weeks ago, telling me that my inquiry has been sent to their support staff. That's it, no more news. I have always been fair and punctual with payments, so the least I expect after so much time is a reply, an apology and an update on the status of my rental deposit.

I paid the agency fee you charge because I expected to receive a service in exchange. This means that under a professional level you should continue to provide assistance to a past customer even when you're not receiving money from them, if you hope to continue your business relationship with them in the future.