Regus review: Poor / dismissive customer service

The below email chain outlines how we have been dealt with as a customer of Regus.

The apology (last correspondence from Regus and had to be requested from regus) is only made 'if' the regus representative made a mistake. At no point did the regus representative clarify that money will definitely come out automatically in future counter to their instenance that this was the case.

Hi Anthony,

Thank you for coming back to me.

First of all please accept my personal apology If I have misinterpreted the query as such. Indeed I have not provided a direct answer on whether the payment is going to be lifted from your card automatically or not as I got the impression the main question here was about late payment fees which I could not credit as I needed to follow the company guidelines.

Also I would like to extend an apology on the behalf of the company as at places our policies and procedures can be indeed rigid and not customer friendly.

We appreciate your business and hope we will be able to assist you better in the future

Once again thank you for the time to contact us.

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9

Subject: RE: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

Thankyou for confirming that funds will come out of our account automatically.

This clarification is all that we have been asking for. Your first email may have stated this but subsequent emails have not and no clear responses were received despite being requested, which as caused confusion and continued angst from our end. .

Your response assumes that we are disputing the late payment fees which you assume forms the basis of the complaint. This is not the case as I have already clarified.

I was simply looking for a straight answer that you have just provided, which would have drawn a line under the case a number of email ago.

I fail to see why Regus chose to drag the matter out. The complaint remains in place and should not be disregarded even though you feel that it is at your liberty to do so.

Your previous email is dismissive, and does not seek to understand the nature of the complaint.

Please send through your complaints procedure as previously requested.

Regards

Anthony

Subject: FW: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

Hi Anthony,

Thank you for your email.

Please note that I have already informed you in the very first email that you are now set up for autopay (after you re-added the card on January 29 2024). Your account has 2 unpaid invoices which are pending for auto payment (payment date February 18th). If the payment fails you will be notified with an automated email.

In regards of your complaint this was already fully addressed with my previous email (see below).

"

Please be informed that I have been entrusted by the company to provide full resolutions hence this will not be escalated.

Also please rest assured that all options on how to accommodate your request have been considered.

I believe that the requested explanation why we consider the late payment fee valid was provided as detailed as possible and within normal business practice.

Please be reminded that your account used to have a card set up for autopayments in 2023 however later the account was blocked for unpaid balance and the autopay was therefore removed from the system about which you were aware as you have been processing payments manually since then (since July 2023). The card has been readded only recently so your account is again set up for autopayments.

Even though I understand your points of view I am sorry to say that your comments have been reviewed again with the same outcome that we consider the late payment fee(s) valid.

I can imagine that our resolution will leave you unhappy; however our position has not changed.

Please consider this as our final resolution on this query. "

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9

Subject: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

L.,

I note below that you will be informing us if money does not come out. Ignore the previous email as you are already actioning this.

Thankyou also for confirming the frustrations that we have not been able to get a clear response up to now.

You threw me with the rest of the email.

Regards

Anthony

Subject: Re: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

Dear Anthony,

Sorry that you are not be able to get a confirmed answer and I really do understand your frustrations.

I will be able to confirm once the payment run is pulled round 15th to 18th of this month . As I have confirmed before it is clients responsibility to make sure payments are paid and we cannot confirm this as sometimes cards expire and clients do make amendments on My Regus that affect payment process.

This is in our terms and conditions

As you know I will do all I can to help with this.

Kind Regards

L.

Community Manager

________________________________________

Subject: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

L.,

I would be grateful if you could confirm the amount of time and effort that we have spent trying to get a clear response and that it should not be ignored out of hand as per J. email below.

You have previous stated your frustrations (as someone working for Regus) in trying to get a clear response on whether monies will be withdrawn automatically from now on or not.

I would like this matter to come to an end / dealt with and not be ignored.

Thanks

Anthony

Subject: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

J.,

I note that you have once again ignored my request for clarity.

For another time we request that you confirm that payment will be taken out by yourselves and that we will not be subject to future late payment fee if yo are unsuccessful in doing do.

If payment is not going to be taken out by yourselves this month we request that you confirm the amount that we should be paying manually.

We are not disputing the previous late payment fees (even though we find it frustrating).

Please confirm the above and continue treat this as an official complaint. The complain is that after repeated attempts of seeking clarity – this clarity has not been provided.

Please send me through a copy of your complaints procedure as I fail to see how you can ignore a complaint in this manner without even dealing with the reason for which the complaint was raised in the first instance.

Please deal with this as a matter of urgency.

Regards

Anthony

Subject: RE: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

Hi,

Thank you for coming back to me.

Please be informed that I have been entrusted by the company to provide full resolutions hence this will not be escalated.

Also please rest assured that all options on how to accommodate your request have been considered.

I believe that the requested explanation why we consider the late payment fee valid was provided as detailed as possible and within normal business practice.

Please be reminded that your account used to have a card set up for autopayments in 2023 however later the account was blocked for unpaid balance and the autopay was therefore removed from the system about which you were aware as you have been processing payments manually since then (since July 2023). The card has been readded only recently so your account is again set up for autopayments.

Even though I understand your points of view I am sorry to say that your comments have been reviewed again with the same outcome that we consider the late payment fee(s) valid.

I can imagine that our resolution will leave you unhappy; however our position has not changed.

Please consider this as our final resolution on this query.

Once again thank you for the time to contact us.

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9

------------------- Original Message -------------------

Subject: C-396690-H6T9 RE: Your recent query (7952156) CRM:[protected]

J.,

We received zero notification that he card had been blocked and are aware of no reason as to why this would have been the case.

We have asked repeatedly over the last couple of weeks whether payments will now come out automatically or whether they have to be made manually.

We have yet to receive any clear response on this and still require a clear response. We see no reason as to why we should have to ask the same question multiple times.

We also find it completely unreasonable that the stopping of automatic payments could not have been raised with us so that we could have rectified the matter sooner rather than just continue to fine us for late payment.

I would like a clear response on both matters above please as soon as possible as this has dragged on more than long enough without any satisfactory or clear responses.

Please treat this email as an official complaint and raise with your manager.

Kind regards

Anthony

ANTHONY MCCLOY

Cc: recep stansted

Subject: Your recent query (7952156) CRM:[protected]

Hi Anthony,

Thank you for taking the time to contact us.

My name is J. and I will be assisting you with your query about late payment fees which has been raised by your local team asking to credit the most recent late payment fee.

Please note that your account used to have a card set up for autopayments in 2023 however later the account was blocked and the autopay therefore removed from the system about which you were aware as you have been processing payments manually since then.

Payments for November and December invoices were received late based on which we consider the late payment fee valid and we will not issue a credit note.

See the attached statement for more details.

Should you have any questions, please do not hesitate to contact us via the Help section of your online account.

Kindly include the following reference number in your message so that we can help quickly and efficiently: C-396690-H6T9

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9

------------------- Original Message -------------------

Subject: RE: Your recent query (7952156) CRM:[protected]

Hi Anthony,

We have received your query and started to investigate further to present you with the best possible outcome.

For your specific query we need to consult with another department, hence it may take a couple of working days before we can provide you with further information.

We do thank you in advance for your patience while we get your query sorted.

Should you require additional information or if there is anything we can assist you with in the meantime, then please do not hesitate to contact us by replying to this message; we'll be happy to help.

Best regards,

J.

Account Helpdesk Agent 

C-396690-H6T9