Fletchers

While renting a flat my son dealt with Fletcher's,on a few occasions while trying to solve a few issues he was told someone would call him back,no one did. Recently after moving out of the flat with everything finalised,we are asking where is the deposit that is due to be returned, they haven't given us a straight answer,did not call back as they had said they would and now we are being told to contact the landlord ourselves,why were we not told this in the first instance.