I had a long experience with RTB. Old land lady tried to keep 900$ of my money, requested returned in January of 2018. I spoke to many agents, one man at the call center is just a miserable little rat, he would yell at me and tell me he WAS NOT going to do anything to help me. I emailed in, asking to never be transferred to him again. It worked! I got a wonderful and lovely agent named Annette, and I thank her a million times for all the help. She got the ball rolling. Sometimes would go months not hearing anything, very frustrating. Finally, in April 2019, I got the final order for her to return my money, they pulled through for me in the end and made a VERY rational decision. Everything is ok if you have the patience. Call center folks (most of them) are miserable and rude though.