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Regus - Paying for service I cannot use
The virtual office was not available because mail forwarding became unavailable halfway through the contract after an internal review spurred on by a USPS audit found that we did not have the correct documentation. This is an audit that should have taken place BEFORE we were allowed to sign up, not halfway through the contract. There was no way for me to know before the contract that my Hungarian documentation was insufficient for mail forwarding service (AKA the main reason I signed up).
To make matters worse, while I was attempting to resolve the issue with Regus, they extended the contract automatically. All of my discussions with the building manager have been completely ignored for weeks on end.
Desired outcome: Reimbursement
The complaint has been investigated and resolved to the customer's satisfaction.
I’d like to extend a personal apology for any confusion that’s been caused.
We are required by law to follow anti-money laundering regulations. We are sorry if for some reason you were provided the Virtual Office service without your documentation having been fully verified however, if this is then identified, we are unable to continue to provide any service.
Please be assured that your Regus team will be happy to assist you through the compliance process and are here to answer any questions you may have.
As far as your agreement is concerned, we take renewals very seriously and ensure that the process, which is very simple, is communicated to customers upfront.
Prior to any renewal, our customers receive a courtesy email reminder. This email includes detailed information on prices, terms and the option of ending the agreement if you no longer require our services.
This was sent to the email address we have on file, which you can review and amend at any time by logging in to your account online (myregus.com).
We apologise if for any reason you didn’t receive this reminder. This could be due to your account details needing to be updated? Please log on to your online account 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 your agreement with us has been renewed, we’ll confirm it via email. You can check this email in the Account > Documents section of your online account.
Should you need further assistance, please feel free to contact your Community Manager directly, at the reception desk. Alternatively you can email me at sandra.melody@regus.com to discuss further options.
Best regards,
Sandra Melody
Head of Customer Services
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