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Regus - Billing issue
I had vacated July 15, 2020, from Regus Roseland office. I chose an option 2 for the Covid Relief and I had paid all monthly bills. However, I did not have to pay 3 more months as my yearly contract due in November had been automatically changed to monthly contract because I was not notified and given the choice to renew or not in November 2019. In addition due to covid release, my understanding is that I did not have to pay the months after I had left Regus. I was sent a bill that includes rental fee for furniture and internet fee which are supposed to be included in my monthly rental fee. I had paid the bill via chase credit card and dispute the fee charged but did not get response from Regus to reject my dispute. Now, Regus is asking collection company to get me pay for the months I no longer rented the office. I did not feel safe due to Covid and there was no procedure to ensure my safety in the shared office with other tenants.
I did not receive a valid billing statement and my contract had been automatically changed to monthly contract, which means I can leave and do not need to pay the rest of the months as in yearly contract.
Desired outcome: Get an arbiter to go over the dispute and stop harassing me by the collection agency.
Regus gave me invalid billing statement charging me internet/ furniture rental supposedly included in monthly fee.
The complaint has been investigated and resolved to the customer's satisfaction.
We acknowledge receipt of your complaint. Regus takes customer service extremely seriously and we’re committed to resolving this matter promptly.
Having checked your records, I can see that at least three invoices are pending payment. As a result, your account has been transferred to our collectors.
I’m sorry if this came as a surprise. We take all possible steps to ensure payments are made on time; this includes courtesy emails and several contacts from our internal Collection team.
If for some reason you didn’t receive these emails or calls, then we apologise. This could be due to your account details needing to be updated. Please log on to www.MyRegus.com and check that your phone number and email address are correct. It is also worth checking that our emails are not landing in your Spam folder.
Once online, please also check your Account > Billing and payments section so you can process the necessary payments, where invoices are marked “Unpaid”.
I have also seen your note about “invalid charges”. Please note that we do not charge any service that wouldn’t be agreed upon beforehand. It would be illegal. You may have misunderstood some charges and I invite you to contact your centre team for clarification. Alternatively, I am available at sandra.melody@regus.com.
Thank you,
Sandra Melody
Head of Customer Service
We have received your comment. Thank you!