In December (05/12/2025), I attempted to sign up and pay for Regus virtual office services online at Fasttrack House, Thornaby, Stockton-on-Tees, UK. That transaction failed due to a technical error, and no setup was completed.
I received no confirmation email, onboarding information, or service activation for this failed attempt.
On Monday (08/12/2025), I received a call from Regus stating that there had been an enquiry from me regarding a virtual office. During that call, I clearly explained that my earlier online attempt had failed and that I did not want two accounts.
The Regus representative advised me to open a new account, assuring me that the failed setup would be cancelled and that only the new account would remain active.
I proceeded based on this advice. The new account:
• Was fully paid for
• Completed onboarding and verification
• Is the only account I use
I have now paid three months in full on this active account.
Despite having paid, my mail handling services were withheld, meaning I have been paying for services I have not been allowed to use. More seriously, statutory correspondence from HMRC sent to my Regus address has also not been released, creating regulatory risk for my business which has made the situation far more concerning.
Despite this, I am now being pursued for payment on an unused, failed, and explicitly cancelled setup, with the legal collections team threatening credit bureau reporting and legal action, without:
• Reviewing call logs
• Reviewing system error records
• Confirming service activation
• Properly investigating the dispute
• Acknowledging that services were withheld
I have made repeated attempts to resolve this in good faith, including:
• Multiple phone calls
• Several physical office visits
• Direct discussions with a staff member in person
• Several written requests to close or merge the duplicate account
For clarity:
• Account to REMAIN ACTIVE: 16634861
• Account to be CANCELLED: 16629169
Beyond billing, this situation has materially affected my business. I have not been receiving my mail, which has prevented me from functioning properly and carrying out normal business operations. It is extremely distressing to be paying for a service while being unable to use it effectively, through no fault of my own.
I am not seeking special treatment — only a fair review of the facts, correction of the error, and responsible handling of a dispute that should never have escalated to this level.
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