Awful communication and attitude.
Awful communication and attitude.
I have been paying for a service address in Cambridge for over 13 years, they would just forward my mail a very important aspect for my business. I found the people at Cambridge very polite and helpful when I had the need to call them.
I had a email from their admin people in Ireland that asked for the address an ID of a person with significant interest, this I later found went to my SPAM box. The admin guys later sent me a email ( that went again to my Spam box, that I have recently been checking) The second email said they would IMMEDIATLY stop my mail forwarding service. I explained the 1st email went to spam and the person concerned ( who is 79 years of age) was in the USA for a few weeks, and could I then send info as requested ? And forward my mail until such a time.
I was emailed NO and mail forwarding stopped.
This was important to my business, so I changed my office and cancelled the Direct debit.
I had a very curt email from Regus saying if I do not pay in 7 days they would pass for legal action.
The amount shown on my account was wrong as my deposit was not taken off. I emailed that could they email me the person and the address the outstanding balance was to be paid to, and I would be paying by cheque as my business account was closed.
3 days later zero reply.
I find it bad 13 years of payment and one incident they could not assist we with.
Also I will have paid the last 3 months without my mail being forwarded!!!
Reply from Regus - Cambridge Vision Park
Hi Steve,
I’m so sorry for your dissatisfaction.
As a part of the UK virtual office compliance process, we are required to keep our customer's records up to date. Our compliance team contacted you to request an updated version of one of your expired documents and informed you that failure to provide this within the specified timeline would result in the discontinuation of your mail forwarding service. This is a legal process, not ours.
It seems that you were dissatisfied with their response and, believing the mail forwarding service had already been discontinued, you decided to end your agreement with an end date of 30 November 2024. You also removed your automated payment method, which led to your account being suspended and a collection notice being issued.
Please note that the mail forwarding service remained active for your account until your agreement's end date and was never discontinued. I’m sorry if your centre team didn’t communicate this clearly to you.
You are required to pay the outstanding balance shown in your online account and request your deposit refund online.
Requesting a refund is easy: You should log into your online account (myregus.com), select Account > Billing and payments > Deposit balances, where a specific section for refund requests is available. Your refund will be processed within 30 days after your request date, and it is an automated process.
Please respond to my team member who is in touch if you require further assistance.
Thank you,
Michelle Spire
Assistant Global Customer Service at Regus
