Some customers only have a 5 day or 10 day allocation of free visits per month as part of their Membership agreement. You can check in the customer’s online account to see if they have free days left to use – if not, any additional bookings will be correctly charged.
If the customer has free days left on their account and are still being charged, please contact Account Helpdesk via MyRegus > Help to have any incorrect charges credited.
You should also raise an IT ticket to fix the error on their account to prevent future incorrect charges. Keep in mind, Membership customer accounts are not available in TeamHub to raise tickets, so you will need to submit the ticket to IT directly in ServiceNow at https://support.iwgplc.com/
My customer has an unlimited Office Membership:
For unlimited Membership customers it was stated in the T&Cs that customers can only use a single centre a maximum of 10 days per month. This was put in place to prevent customers from using the Membership product as a cheaper resource than a long-term Office.
However, in recent months we have made the decision to remove this rule and to give true unlimited access for the best customer service, but this has not been updated in our systems yet.
Therefore, these customers will continue to be charged for the 11th visit onwards in a single centre until the system is updated. In the meantime, please assist your customers to have any incorrect charges credited by contacting the Account Helpdesk via MyRegus > Help.
– A guide to Membership check ins