Unethical and almost Illegal billing practices
Amex offered to use Regus. I signed up online, and during the online registration, one of the requirements is that you submit your credit card for auto-billing. I signed up in 12/2023, almost a year ago.
Two days later, I received confirmation that my billing information was confirmed for the location with all the welcome information.
Two weeks later, I received a "late charge" notice from the same day I signed up. I contacted the Regus Johns Creek office about this bogus late charge since the account is on a mandatory auto-bill, which they have on file where they charge 1st and last month's service fees, admin fees, and everything they require. I started to cancel my service if they were engaging in such unethical practices and lacked the service to address them.
I received a reply stating that a "request to waive the fee" was made, and I would get a confirmation that never came. In addition, I was informed that I couldn't cancel because I was locked into a one-year contract with Regus.
Ever since I received the reply stating that Regus would take care of the late charge, they have continuously overcharged my account, which was on "auto-bill," which they conveniently able to auto charge every month but yet insisted on late charges. How can I be late when you charge my credit card, and you have been able to do so every month since I signed up?
I received collection threats and late fees; I contacted Regus numerous times to explain the late fees and accounting statement on 6 - 7 different occasions, but they did not bother to contact me ONCE. They neglected and ignored their violation and breach of contract as they most likely felt nothing would come from it.
I have already filed a complaint against the company with the FTC, and the contract is set to expire this month. I will file legal action to recoup every dime, including damages and everything else I can get, especially when I have documented all of the communication and billing.
This company shouldn't be allowed to operate because they exploit "small charges." Like many other companies, they believe the effort is not worth the rebuttal, so they charge bogus fees. However, $30 x 12 equates to a more significant amount that will also include interest and legal expenses that this will cost, and documentation clearly shows that Regus is at fault. People must take legal action against companies' unethical and illegal practices where they serve themselves ill-gotten proceeds they didn't earn because they believe people won't act.
Look no further if you like to be ripped off, deceived, and overcharged with no customer service and lousy company practices. Regus is your winner!
RESPONSE TO REGUS:
1. Regus stated that the "system didn't recognize my default payment because it wasn't applied correctly; therefore, the late fees were consistently added."
Regus arranged for the default payment to be set up and confirmed that it had been applied initially. However, when initially charged with bogus fees, they responded via email that they would “waive” them because they saw the default payment had been added but never did and ever since ignored any and all requests. So, whatever this response is, it is a CYA move and false. Any error or mishap was solely on Regus’ part, and now they refuse to take any accountability for their subpar operation. All of a sudden after 12 months and the contract terminated, they are willing to credit back the bogus late fees because they now realize they are caught with their hand in the cookie jar and won't stand a chance in legal action.
2. I have made over seven attempts to contact Regus, including contacting the Duluth Regus branch and their Help Desk. Even their collection department has sent me threatening emails regarding bogus late fees. I demanded a clear outline of these charges, but they have deliberately ignored me. If I try to contact them again using the same point of contact, it would be pointless. I have exposed their behavior publicly, and I am willing to share all correspondence that proves my point, including the complaint with the FTC and Consumer Protection Agency. I have more than enough evidence that Regus has consistently and deliberately disregarded my complaints until I proved that they have been operating incorrectly by way of receipts and communication.
3. If the system didn’t recognize my default payment method, how could they automatically charge all the fees on my default card? If the system didn’t recognize my default payment method, Regus couldn’t charge anything. However, after assessing them, they were able to charge all of the fees to my credit card for the past 12 months, claiming it was a system issue. In reality, it is a Regus operational issue.
This review should show how predatory they are
Reply from Regus - Georgia, Duluth - Johns Creek
Hello Daniel,
We are very sorry for your experience.
I recognise that you authorised automated payments when you joined us but unfortunately, the system did not recognise it and so the payments were not deducted as needed.
Our team are already assisting you directly and will credit any incorrect fees. We apologise again for the inconvenience.
Best,
Michelle Spire
Assistant Global Customer Service at Regus
