Non-existent customer service
Our company has held a contract with Regus Leatherhead for 13 years. Never once have we not paid our account or made any changes to our service. A few months ago, they claimed our direct debit failed and we owed 3 months' worth of invoices. We disputed that our direct debit had failed as we have another account with Regus Manchester and the same direct debit is used for them and had continued to go through just fine. They locked our account and said we needed to pay the full amount before our account would be unlocked and we could reinstate our direct debit. We did this, but they neglected to unlock the account. 4 days later, another bill was issued. Because they had not unlocked the account, I was told we would have to pay this manually as well before the account could be unlocked. I complained as this was their failing, not ours. They begged us to just pay this time and they would sort it out, so we did. Then they did unlock the account, they realised that there was an issue with their system, and while we had a direct debit set up, their system would not let us select it. I was assured this would be resolved, but 2 months later, nothing had changed. In the meantime, they had the nerve to slap us with a payment method deposit bill for apparently not having a direct debit set up! We complained over and over again, and had to chase they every step of the way. We said that if they couldn't sort it out, we would cancel our agreement and would expect they to waive the remaining months as the issues with our account were totally on their end. Of course, no one has gotten back to me so we have cancelled, and are now being sent threatening letters about debt collection and legal action. The customer service is the worst I have ever experienced.
Odpowiedź od Regus - Leatherhead Kingston Road
Hi Teigan,
I apologise if the level of service you received from Regus fell short of your expectations.
Our centre teams are dedicated to delivering outstanding customer service while our direct debit system ensures payments are made promptly and securely, saving you time and hassle with effortless efficiency.
I would like to clarify that each account must be treated individually. The fact that a direct debit is active on your Manchester account does not automatically mean it is also active for Leatherhead. You will need to set up a separate direct debit for the Leatherhead account directly at myregus.com.
Once done, we will fully credit the additional service retainer that is typically applied to customers who opt for manual payment.
A member of my team is in direct contact with you to support you and ensure a complete resolution.
Best,
Lorraine Brule
Global Customer Service at Regus