My complaint:
I update my credit card information on the Regus Apps, which I was advised to install from day one, I received £1 transaction and a ation email saying the card information is accepted.
I then received an email notice of my rent being overdue, I email to the HelpDesk to follow up. I manually made the payment for that month and was told that autopay would take some time to be set up. I even received an email ation from HelpDesk saying my account is now no outstanding. I can forget about the email reminder.
Almost one month later, I was charged late. I then communicate with the Centre manager who nicely help look into the system. I then realized that the apps wasn’t automated / link with the system so they are still using my old credit card (which I had reported lost!), therefore they found me did not pay my rent on time and had charge me a late charge!
Under the guidance of the Centre manager, I end up input my new credit card number one more time, at the computer, and I was charge £1 again with an ation email saying my card was accepted. I wonder why I need to do this twice at all? How do Regus launch an apps that’s not functioning properly but request their tenant to use it at the first place?
I email the HelpDesk to explain everything and request a refund to my late charge. It’s not accepted. The HelpDesk staff did not acknowledge anything I have said in the email, including the apps wasn’t link to the system. I requested to speak to the line manager by email. After one week, no reply.
My Centre manager said there is nothing he can do if the HelpDesk doesn’t reply.
No one seems responsible for their apps issue and no one care about what I have requested.
Suggested solution:
They should have at least read my email, acknowledge their apps problem, reply adequately, and refund my late charge.
