Customers using storage agency service

What is storage agency?

This is a service that collects rent etc. with Ells Support on behalf of the owner and management company.
We will charge rent, etc. with ELS Support, and transfer by ELL's Support to the owner and management company.
You can check whether you are using the storage agency service with a warranty contract.

〇Is it possible to make a bank account a transfer account for rent?

It's possible.
However, some financial institutions may not be able to set up as gi transfer accounts. Please check directly with your financial institution or contact us using the inquiry
form here.

Can I pay the rent by credit card?

Monthly rent cannot be paid by credit card.

When is the direct debit date for the monthly rent?

Please check here.

I want to change my rent transfer account.

You will need to resubmit the direct debit request form.
We will contact you again, so please select "Account Change Request" in "Inquiry Items" in this form, fill in the required items, and press the send button.

You should use direct debit, but you will receive an invoice without debiting it.

If there is a deficiency in the procedures or content of the direct debit request you submitted, we will send you an invoice because you cannot direct the account.

In addition, the incomplete account transfer request form will be returned together with the form for re-entry, so please fill it out and mail it by mail in the enclosed return envelope. If you are unable to confirm the arrival of the return process, we will check the situation, so please contact us from this inquiry form.

How many months' rent is the rent deducted?

See here.

Why has my direct debit request been sent back?

If there is a deficiency in the contents of the direct debit request form submitted, we will return the incomplete account transfer request form together with the form for re-filling.
Please check the return documents, re-fill them out, and mail them to the enclosed return envelope.
For details of the deficiencies, please contact each financial institution if it is listed in the "Financial Institution Specifications Column". If you have any other questions, please contact us using the inquiry form here.

I want to change the method of payment of rent from direct debit to bank transfer.

Please consult with a real estate company.

Why was the amount deducted by direct debit more than the rent?

If you use direct debit, the direct debit service usage fee will be deducted along with the rent.

About the payment of the rent

What should I do if I couldn't pay the rent ?)

■ Those who are using our storage agency service (direct debit) We will contact you by short message or phone after the withdrawal result is found.
Please wait for us to contact us.
In addition, you can confirm the date when the withdrawal result is found from here. * Please

do not transfer money to real estate companies and owners.
* If direct debit is not possible, a re-billing administrative fee will be charged.
* The transfer fee will be borne by the customer.

■If you are paying to the owner or real
estate company, please contact the owner or real estate company directly.

I would like to consult about rent payment.

Please contact us at the phone number below during business hours.

Service Center: 03-6233-6280
Business hours: Weekdays 9:00-18:00

If you have difficulty calling, please contact us from here.

I want you to reissue the payment form at the convenience store.

Please contact us from the inquiry form here.
If you do not receive it after more than a week, please contact us again.

Why is the amount charged different from the rent?

We will charge you by adding the re-billing administrative fee incurred when you perform the agency payment at our company.

About moving out and cancellation

Are there any procedures required for moving out?

Cancellation of the guarantee contract will be made by a report from the real estate company.
Please contact the real estate company.

Can I cancel only the guarantee contract while I move in?

Since the guarantee contract is a contract attached to the lease contract, only the guarantee consignment contract cannot be canceled while moving in.

Is there a refund of the guarantee consignment fee due to the move-out or cancellation?

The guarantee consignment fee will not be refunded in the event of any reason, such as termination of the lease contract or change of the contract contents, based on the guarantee consignment contract.

I canceled/moved out (I plan to cancel/move out), but I received an invoice for the guarantee commission. What should I do?

Please check the "Covered Warranty Period" on your invoice.
If you leave before the covered warranty period, you do not need to pay for the next year.
If the date of eviction overlaps the covered warranty period, payment must be made at the amount described in the payment guide.
Please note that even if any reason arises, such as termination of the lease contract or change of the contract contents based on the guarantee consignment contract, you will not be able to make a monthly or prorated claim, and we will charge you in full.

Example: If the move is completed from 2021/8/1 to
2022/7/31 2021/7/31, payment for the next fiscal year is not required If the move is completed on August
1, 2021, payment for the next year is required.

About guarantee consignment fee (those who pay in a lump sum annually)

What is a guarantee fee?

This is the fee charged when using our warranty service.
For those with a lump sum payment per year, it will occur every one year from the warranty start date (from moving in to moving out surrender).
This is stipulated in the guarantee consignment contract.

Are there any necessary procedures for renewing the warranty contract?

Depending on the content of the contract, you may be required to pay the guarantee consignment fee.
We will send an invoice to the relevant subscriber, so please pay by the payment date.

When will I receive an invoice for the guarantee commission?

We will send you an invoice every year after contract, two months before the renewal month.
Subscribers who pay the monthly guarantee consignment fee together with the monthly rent do not have to pay the guarantee consignment fee separately. Therefore, we will not send you an invoice.

Example: The renewal month → warranty start date 2020/7/15 is July every year.
Invoices are sent around May 20 every year. 6/30 due date

I canceled/moved out (I plan to cancel/move out), but I received an invoice for the guarantee commission. What should I do?

Please check the "Covered Warranty Period" on your invoice.
If you leave before the covered warranty period, you do not need to pay for the next year.
If the date of eviction overlaps the covered warranty period, payment must be made at the amount described in the payment guide.
Please note that even if any reason arises, such as termination of the lease contract or change of the contract contents based on the guarantee consignment contract, you will not be able to make a monthly or prorated claim, and we will charge you in full.

Example: If the move is completed from 2021/8/1 to
2022/7/31 2021/7/31, payment for the next fiscal year is not required If the move is completed on August
1, 2021, payment for the next year is required.

I want the invoice to be reissued.

Please contact us from the inquiry form here.
If you do not receive it after more than a week, please contact us again.

What should I do if my payment date has passed?

Please contact the following.

< Contact>
ELLS Support Guarantee Fee
Tel: +81-3-6233-6281
Telephone reception hours: Weekdays 9:00-18:00

If you have difficulty calling, please contact us from this inquiry form.

About contact from us

I was called by Ells Support (03-6233-6280) and what was it?

We will contact you to confirm the payment of rent, etc.
Please contact the following.

<
Contact>ELS Support Rent
Tel: +81-3-6233-6280 Telephone reception
hours: Weekdays 9:00-18:00

If you have difficulty calling, please contact us using this inquiry form.

What was the call from Ells Support (03-6233-6281)?

We will contact you to confirm the guarantee consignment fee.
Please contact the following.

< Contact>
ELLS Support Guarantee Fee
Tel: +81-3-6233-6281
Telephone reception hours: Weekdays 9:00-18:00

If you have difficulty calling, please contact us from this inquiry form.

I was called by Ells Support at 0800-300-6763.

We will contact you with a thank you for the compensation contract and a guide to the benefits. If you have any questions, please contact us at 0800-300-6763.

There are incoming calls and SMS that you do not remember.

We apologize for any inconvenience this may cause, but we would like to ask you to inquire about your information in order not to contact us in the future. We would appreciate it if you could contact us by phone.

Other

The contact's phone number has changed.

Please tell the real estate company about the changes.

There has been a change in your name.

Please tell the real estate company about the changes.

The equipment of the contracted property is damaged.

Please contact the real estate company or the owner regarding the facilities of the contracted property.