iQ Student Accommodation
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Misled, ignored and passed on to the next person
There was a mix-up with my booking, despite booking specifically to live with a friend we ended up being put in different flats. I decided not to move in and was assured I would receive a refund. I'm aware of the disclaimer and this cannot be guaranteed. However, I had to chase them every step of the way. My emails asking how to proceed with the refund were all ignored. When I called the accommodation I was assured my refund had been "processed" and I would receive a refund within 7 days. When I of course did not receive my money back, which I had paid all upfront, I chased this further and had to escalate it to the Head Office in London. Only then was I told that I had to input my bank details in the portal in order for a refund to be issued. Nobody told me that previously and by this time over 3 weeks had passed. When I did that it then took a further 2 weeks (10 working days) for the refund to be issued. How hard is it to do a BACS payment in this day and age? When I finally got my money back, the value of all of my student loan and more, a whole month had gone by since being back at university. IQ should consider the effect of their inaction, inability to find a solution for their mistakes and constant delaying and passing the buck. It takes its toll on students who are already in a very difficult situation with Covid. Not only was I left with no money to live on for these weeks but I was misled, ignored and passed on to the next person the whole way. IQ need to evaluate their commitment to customer service and to supporting students during such difficult times.