I recently moved and the new property agent uses Macquarie Bank’s DEFT (www.deft.com.au) online/phone payment system. This costs at least $0.85 per transaction, or more if you use a credit/debit card. Extortion racket, but that’s another matter. I can’t even sign up for this system, because DEFT has now been down for over a week, with apparent security issues:
“Macquarie Payment Services – Powered by DEFT”
This site is currently undergoing maintenance work which is designed to upgraed the security for your DEFT payments. We are working to bring the site back online as soon as possible and will continue to provide updates on this page [they have not]. Existing payments will not be impacted. [...] DEFT is committed to providing you with the most up to date protection for your transactions. We apologise for any inconvenience.
So this morning I got two weeks rent out of an ATM, and walked into their offices (by the way, it’s near impossible to get a park nearby so that’s a time drain in itself). Conversation with receptionist follows:
A: I’m here to pay the rent for <my address>.
Receptionist: Sure, how would you like to pay?
A: Cash.
Receptionist: Sorry, we don’t accept cash.
A: Yes you do. The DEFT payment system has been down for over a week, and me having to come in here is a considerable time drain already. I am very unhappy.
Receptionist: I can call the manager?
A: Please do.
Receptionist: Oh. Just a moment please [and vanishes]
Receptionist: Ok we’ll accept cash, as long as the DEFT system is down.
A: Thank you. And please pass this letter on to your manager. Have a good day.
The letter states the payment problem, the DEFT fail and apparent security issues, and a request/demand to remove the arrears notice from my rental record. Attached a printout of the DEFT front fail page, and an invoice for my lost company time, to be repeated bi-weekly until adequate and secure payment facilities are provided.
The cash was a test; apparently they are able to accept it and just prefer not to; I know I can pay through EFT (many agents don’t even accept that and require a cheque or money order which costs even more time/money). Of course I don’t want to do any of that as it requires me to go in to their offices every few weeks, which is downright ridiculous. I just want to be able to set up some automatic system. They don’t accept direct debit either. You must go DEFT.
Why do I bother getting cranky about this? Because I despise unfairness and borked business processes. And because literally thousands of people are getting screwed over by it, and they’ll generally have more hassle getting away from work.
. Bookmark the
Hear Hear,
I have had the same problems with DEFT. Did find you can ring them though and they will effect the payment over the phone.
I Agree Entirely, I signed my Lease agreement for a set amount of rent which did’nt include an extra $0.85 for Deft.What happend to depositing directly into their account with a rent book at least it did’nt cost,if their so keen on Deft why dont they pay the charge themselves?
same things happening to me, now its been over two and a half months the system has been down!
DEFT may be great for agents, but it is terrible for tenants. My previous agent used DEFT, and, as I didn’t have internet access, and only a mobile phone, it cost me to pay my rent. I paid for two months each time to cut costs. I was ok with it because at that time there was no fee for making payments. Any extra charges for paying my rent were due to how I chose to pay it (same as people who choose to pay by bank cheque choose to incur a fee from the bank). There was always a fee-free option, but then DEFT started charging a fee, and my agent stopped accepting any other form of payment. Well, I quit my tenancy based on that decision. Now, my current agent has decided to use DEFT, and stop accepting BPay. I am so angry. As Chris Nunan points out, the agent has increased our rent by not accepting any fee-free options of payment. I contacted the Residential Tenancies Authority about it, and was told that it wasn’t technically an increase in rent, and that I should try to negotiate with the agent. The agent refuses to accept my point of view (“it’s only 85 cents”). So, I’ve paid out the whole rest of my lease in one go (11 months worth) to save costs (I’m such a cheapskate), but also to make a point. Agents really should offer a fee-free option of payment. I can’t believe there’s no law about it.