Four months of billing errors, contradictory explanations and debt recovery
Our company has been a Regus/IWG customer for well over 10 years and, until this issue, we'd always had a positive experience.
Unfortunately, what should have been a straightforward billing query has turned into one of the most frustrating customer service experiences I've encountered.
Following the expiry of our office agreement, we queried an apparent increase in our final invoices. Over the next four months we received multiple and often contradictory explanations from different members of staff, incorrect invoices, numerous credit notes and repeated assurances that the matter was being investigated.
Only after months of correspondence did IWG finally explain that the billing issues had arisen due to an internal system error following a termination rollback, which required corrective adjustments to our account. Despite this, late payment charges continued to be added to the account, and before our complaint had even been concluded the matter was referred to Legal Collections with threats of debt recovery and court proceedings.
To make matters worse, our £8,106 retainer was applied against the account whilst the dispute remained unresolved, and refurbishment charges were deducted without providing a clear itemised breakdown or supporting evidence.
Throughout the process we repeatedly made it clear that we were not refusing to pay sums properly due—we were simply asking for an accurate account and an explanation of the charges. Instead, we were left chasing different departments for months with no one taking ownership.
The most disappointing part is that I had intended to continue our relationship with IWG by taking either a coworking membership or a virtual office at Berkeley Square. Sadly, the handling of this dispute has completely undermined my confidence in the business.
I sincerely hope a senior manager reviews this matter and recognises that this is not simply a billing dispute, it is a customer service failure.
Reply from Regus - London Berkeley Square
Hi Benjamin,
I’m very sorry to hear of your disappointment. Regardless of the reason, I understand how frustrating it can be and apologise if we did not provide the level of service that you expect and deserve from Regus.
I have immediately asked the Manager of your centre to look into this as a priority and provide me with more information. A member of our team will get back to you as soon as we have the details. Your satisfaction is very important. Therefore, we’ll make the relevant enquiries and aim to put matters right as soon as we can. Where appropriate, we’ll also take steps to prevent the situation from happening again. Thanks again for your comments, which help us improve.
We appreciate your business.
Best,
Lorraine Brule
Global Customer Service at Regus
