Regus review: Virtual office contract

Dear Regus Team

I am writing to express my deep dissatisfaction with the level of service and response I have received from Regus since we began using your Virtual Office services on 31st July 2023.

Initially, everything seemed to be in order with our account management, and we received the first month's rental billing without any issues. However, starting from the billing for 31st August 2023, we encountered a series of problems. Specifically, we were overcharged RM60 for mail handling fees. I promptly submitted a request to address this issue through your portal on 18th September 2023, but unfortunately, we received no reply, and no one from your team contacted us.

Frustrated by the lack of response, I resorted to making a phone call to your Kuala Lumpur Binjai office to seek resolution. This eventually led to a credit note being raised to deduct the overcharge from our subsequent bill. We received an email confirming this correction.

To our dismay, when we received our billing for 30th September 2023, the same error persisted, and our account was once again charged RM60 for mail handling fees. The credit note issued earlier had been deducted, leaving our account still overcharged. I promptly contacted the Kuala Lumpur Binjai office once more, and another credit note was raised to adjust the account balance. However, the underlying issue remains unresolved.

Even more concerning is that today, 18th October 2023, we received a notification from our bank stating that we were charged RM343.83 instead of RM283.83 as per the account balance. I immediately contacted the Kuala Lumpur Binjai office, but the customer service representative was unable to provide a satisfactory explanation for this error. I was advised to clarify this matter through the portal help desk.

This entire experience has seriously shaken our confidence in Regus and has raised concerns about the accuracy and reliability of your billing system and customer service. As a customer of a well-established global company, I did not anticipate such poor management and service.

Given the ongoing issues and the lack of resolution, I no longer feel comfortable continuing our card transaction with Regus. I kindly request the immediate termination of our card transaction with Regus. I will ensure that the outstanding amount is paid within 7 days of receiving your invoice through alternative means.