Sheila S.
Unauthorized payment deduction from trust account
I had automatic payments set up to pay for my RentRedi subscription with my credit card. I cancelled the service within the RentRedi platform in February 2025. After I cancelled, they no longer charged my credit card, but they deducted their monthly fee in March from the security deposit trust account- which was never authorized for payment. I reached out to alert them and they sent me instruction on how to cancel. I cancelled AGAIN utilizing their instructions and they deducted their monthly fee from security deposit account again in April. I sent them an email alerting them to this problem and they sent me instructions on how to cancel. I cancelled a THIRD time and sent them screenshots showing I cancelled and asked them to refund the money they took from the trust account. They again sent me instructions on how to cancel my account. I followed up again today and they said my account is still showing as active. They indicated that they escalated this matter and are awaiting a response. I can't believe they took money from a trust account that was never EVER used as a payment method. It was only used to collect security deposits from tenants.
Response from RentRediMay 14, 2025
Hi there Sheila, We sincerely apologize for the subscription renewal issue you experienced. That can be extremely frustrating, so thank you for taking the time to notify our team. We were able to confirm two subscriptions in the system, but I'm glad we got that taken care of. You mentioned your trust account was charged for the subscription, but the systems that house your deposit information and your subscription are separate. It may be possible that the debit card associated with your trust account was added as a payment method at one point. We'd like to work with you to make this right! Please reach out to our team via the email or phone number below. You can also follow the instructions in the link below. https://help.rentredi.com/en/articles/3219350-how-to-update-payment-method We apologize again for the frustration this caused! If we can assist at all, please let us know. [email protected] (646) 741-9393