Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business changed from trustfax to efax. format changed, login no longer possible. faxes went to who knows where. called them and they kept trying to get me to sign in again and again. i contacted customer support multibple times and they never responded correctly. the phone number that is on my credit card, which I have now disputed , connects me to a sales delartment for ******** products and falling devices for seniors. It is not even the company. The woman who answered has a script and just keeps talking, making it impossible to even have a conversation. frankly ir is fraud.

  Business Response

  Date: 01/21/2025

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and determined that ***** ***** ******** account had been closed as of December 10, 2024, due to a fee dispute reversal that was received from Ms. ***** credit card provider.

  While telephone support is not available for ******** services, ******** customer support representatives are available 24 hours a day 7 days a week via email at [email protected] and online chat available at ********************************************.

  We are taking the reported comments and feedback under advisement and will have it further reviewed to see that we take the necessary steps to improve the customer support process and experience.

  We apologize for any less than satisfactory experience and inconvenience that may have been encountered as well as thank Ms. **** for her patience and understanding as well as for taking the time to report her experience, so that we can investigate these matters and seek improvement.
  

  
  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22657018
  
  I am rejecting this response because:
  The company has not agreed to dismiss any renewal charges. The services were never provided.!

  They only responded because I challenged the credit card charge.

  They are totally in the wrong.

  I will not be responsible for the poor and ineffective service they never provided.

  I had to purchase another online fax service because of them.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/22/2025

  The company has accepted the fee dispute reversal and the funds have been allowed to be returned to Ms. ***** account.  The transaction ID number for the reversal was DOC019739511 and the reflection of the funds onto the account is dependent on the credit card provider.  We may suggest that Ms. **** follow up with the credit card provider in this regard.

  Records show there were no reported issues that would have affected Ms. ***** TrustFax account while active and data indicates that the account was fully functional and the assigned TrustFax number working properly.
  

  We again apologize for any inconvenience encountered and appreciate Ms. ***** continued patience and understanding .
  

  We also apologize for the delayed response to this matter and any difficulty it may have caused.  This unfortunate postponement was the result of this case being initially sent to the incorrect recipient by the BBB.

  That said, the company believes this matter has been properly addressed and considers it closed.
  

  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22657018
  
  I am rejecting this response because: they are not taking responsibility for their inability to transition from one company to another company and provide a service to me. They refuse to respond to my ongoing request to cancel my account. Therefore I hold them solely responsible and I am not renewing this service. I have told them over and over again and they refuse to acknowledge this. Therefore I will not pay them one cent more for services I have not received and because they never respond to my cancellation request.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/22/2025

  We have again reviewed this matter and our response remains the same.

  In response to Ms. ***** concerns, the company confirms that her ******** account has been closed as a result of the fee dispute reversal; billing has ceased and no services or billing will continue or be renewed.

  The company considers this matter closed.
  

  
  

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:

  The only reason the fee was reversed is because I disputed it on my credit card, ***********. It was not because of any good will from this company!
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is  partially satisfactory to me, and I'm done with it because they said that THEY acted properly, when in Fact I had to dispute the charge myself because they wouldn't help.

  Case closed.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up in August of 2024 to send to faxes. The monthly fee was 5 dollars. I never used this product again. I just realized I have been charged $18.99 for the last 3 months. They make no attempt over email to remind you that you are being charged monthly. I have not one email from them or any paper mail since August of 2024. This seems like a scam. I politely explained my situation and asked for a partial refund and was refused. I never used the product and feel that this is a fair request.

  Business Response

  Date: 01/22/2025

  Records show that **** ******* signed up for an eFax account online on August 21, 2024 with a monthly subscription rate of $18.99 and a special introductory offer of $5 for the first month of service. 

  The eFax sign-up process makes clear, via the contract acknowledgement checkbox field, that renewal terms which include the $18.99 recurring monthly charge are automatic and will continue to charge until canceled; I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel.
  
  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and the eFax site (************************************) and online Contact page (*******************************************) have the telephone numbers posted, while online eFax chat representatives are available online at ************************************cancel and an online Cancel My Account link that is available to subscriber accounts in current billing standing and located via the customers ******************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  **** Kraynaks eFax account had remained active and accrued charges accordingly as data shows no record of any submission of a a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures prior to December 6, 2024, when data shows the receipt of a a cancellation for **** Kraynaks eFax account as submitted via the online Cancel My Account link.  The account was scheduled to close as requested with a post-dated closure date of December 17, 2024; thereby, allowing the account to automatically close at the end of the current paid service term and an email confirmation, containing the cancellation number ********* was sent to him (at the contact email address on file for the account) on December 17, 2024, upon the account closure. 
  
  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $56.97 (consisting of 3 monthly service fees) has been issued to the affected credit card.  The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that **** ******* follow up with the credit card provider in this regard.
  
  eFax policies and procedures were made clear to **** ******* when signing up for an eFax account online.
  
  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel box before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  
  The ******************** customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, the cancellation process for the eFax services; pursuant to those terms cancellation requests are handled only by contacting eFax customer support either via telephone, online chat or the Cancel My Account link (available via the customers ******************** web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.
  
  The eFax customer agreement also makes clear, via Section 16 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that the Company may submit charges for the customers monthly service fee each month without further authorization from or notice to the customer, until the customer provides prior notice (in accordance with the Companys verification procedure) that they have terminated this authorization or wish to change the designated card(s). 
  
  Section 16 (Charges) of the customer agreement further makes clear that failure to use the account would not be deemed a basis for refusing to pay any charges; the eFax customer agreement provides no provision for a rate reduction, credit, waiver, or refund if the customer elects not to use the service during any given time or if an account is closed prior to the end of the service term. Regardless of usage eFax subscription fees are still applicable as the assigned eFax number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, eFax service fees are not predicated on use but rather the availability of the services and are regularly payable, regardless of the customers usage of the service, until the company has been notified of the customers desire to cancel the account. While the ******************** services may not have been utilized during any given time, they were available while the account was active.
  
  Please note that the eFax customer agreement for subscriptions are comparable to other online subscription services such as ******* and Hulu, in which no advance monthly statements are sent, fees are billed in advance and completely non-refundable and there is no provision for refunds or credits if the service is not utilized during any given period.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2024-12-02, between 1600 and 1730EST: Efax telephone support routed me 3 times to 4 different people. Not one could answer how to upgrade service given offering pricing in effect today eFax.com/pricing Tech support, which I got a 2nd time after sales didn't want to answer question, said I would have to completely reset account. And said there is no upgrade path. Efax.com/pricing has no constraint noted and this is inconsistent. Not a good experience, and on hold for more than an hour in total.Later got answer from sales, only new accounts get discount. Web page I scraped says nothing about new account, filing ************************ complaint on this one. Took pdf on phone of web page which says nothing about new customers. This appears to be a classic "bait and switch", but sales refused to honor the offer for an existing customer.

  Business Response

  Date: 12/12/2024

  We have been in contact with **** ***** and believe this matter has been addressed. 

  We apologize for Mr. ****** less than satisfactory experience and any misunderstanding and inconvenience these issues may have caused, as well as thank him for his patience and understanding and for taking the time to report his experience, so that we can investigate these matters and seek improvement.
  

  We are taking the reported comments and feedback under advisement and will have it further reviewed to see that we take the necessary steps to improve the customer support process and experience.
  

  
  

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  E-Fax, who is a part of this company, has been sending my company, *********************, invoices for a service that was cancelled. This service was canceled right after I signed up for it in error. I called and spoke to a representative, who told me that it was canceled. I never used their service. I have been receiving emails regarding the invoices constantly know for years. I have emailed them back several times explaining that the service was canceled. They are saying that it had to be done by email, I wasn't told that by the representative when I called to cancel. They are treating to send the account to a collection agency. I am not going to pay for these invoices, as I did cancel and did not ever use the fax service. This is completely unacceptable, as I explained numerous the situation and they just keep asking for an email of cancellation, which I don't have, because it was canceled over the phone with their representative that did not tell me that it had to be canceled by email. I want to warn others about this company, it is asking for money for a service that was canceled and never used.

  Business Response

  Date: 12/12/2024

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and based on the merits of the case the outstanding balance has been waived and collections removed. 

  We apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank *** ***** for his patience and understanding.
  

  We are taking the reported comments and feedback under advisement and will have it further reviewed to see that we take the necessary steps to improve the customer support process and experience.

• Initial Complaint

  Date:11/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to sign up for their electronic fax service several months ago. All attempts failed. I eventually found another service.They have billed me in Oct (2024) and Nov (2024) for non-existent service.I have tried calling them - no one ever answers and messages left on their service remain without response.I have emailed them and also there has not been a response

  Business Response

  Date: 11/26/2024

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and based on the merits of the case refunds for charges incurred for the sFax service have been issued to the affected credit card.  The reflection of the funds onto the account is dependent on the credit card provider and we ask ****** **** to please allow for at least 5 to ********************************************************************************* this regard.

  We apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank ****** **** for his patience and understanding.
  

  We are also taking the reported experience and feedback under advisement and further reviewed by the appropriate departments to see that we take the necessary steps to improve the customer support process and experience.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  E-fax charged me but did not give me the option to cancel. I asked for a refund and they still havent responded to me. I have no usage on the account because its not needed.

  Business Response

  Date: 01/27/2025

  Records show that ****** ****** signed up for an eFax account online on July 22, 2024. 

  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and ************, with the toll-free number being posted on the eFax site (************************************) as well as Contact page (*******************************************) and the local 323 telephone number being posted on eFaxs How To Cancel page (************************************cancel), while online eFax chat representatives are available online at ************************************cancel and an online Cancel My Account link that is available to subscriber accounts in current billing standing and located via the customers ******************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  

  ****** Fosters eFax account had remained active and accrued charges accordingly as data shows no record of any submission of a a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures prior to November 12, 2024, when data shows the receipt of a cancellation for ****** Fosters eFax account as submitted via the online Cancel My Account link.  The account was scheduled to close as requested with a post-dated closure date of November 18, 2024; thereby, allowing the account to automatically close at the end of the current paid service term and an email confirmation, containing the cancellation number ********* was sent to ****** ****** (at the contact email address on file for the account) the same same day.
  

  Moreover, a review of the outbound activity logs for ****** Fosters eFax account show records of outbound faxes being sent from the account in July, August, and September 2024.  Please keep in mind that reasoning would dictate that the eFax account would display no record of any outbound usage if services were not needed, as asserted.
  

  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $104.93 (consisting of 2 monthly service fees and 1 late fee) has been issued to the affected credit card.  The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that ****** ****** follow up with the credit card provider in this regard.
  

  eFax policies and procedures were made clear to ****** ****** when signing up for an eFax account online.
  

  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel box before the account can be activated.  TheeFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  

  The ******************** customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, the cancellation process for the eFax services; pursuant to those terms cancellation requests are handled only by contacting eFax customer support either via telephone, online chat or the Cancel My Account link (available via the customers ******************** web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.
  

  The eFax customer agreement also makes clear, via Section 16 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that the Company may submit charges for the customers monthly service fee each month without further authorization from or notice to the customer, until the customer provides prior notice (in accordance with the Companys verification procedure) that they have terminated this authorization or wish to change the designated card(s). 
  

  Section 16 (Charges) of the customer agreement further makes clear that each time full payment of the outstanding balance is not received by the payment due date a late fee of U.S. $4.95 may be charged to the account without further authorization or notice to the customer and that the customer agreed that the company may (at its option) accumulate services fees incurred during their monthly billing cycle and submit them as one or more aggregate charges during or at the end of each cycle and that such notice will not affect charges submitted before the company reasonably could act on such notice.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried their free trial and cancelled right away. Then I got following charges. I called them. They don't want to refund old charges. I want full refund $118.94 Nov 17EFAXCOM $18.99 Oct ************************** SERVICES ************ CA $18.99 Sep ************************** SERVICES ************ CA $18.99 Aug ************************** SERVICES ************ CA $18.99 Jul ************************** SERVICES ************ CA $18.99 Jun ************************** SERVICES ************ CA $18.99 May ************************** SERVICES ************ CA $5.00

  Business Response

  Date: 01/31/2025

  We apologize for the delayed response to this matter and any difficulty it may have caused.  This unfortunate postponement was the result of this case being initially sent by the BBB to the incorrect recipient / entity. 

  Records show that Jingwei Ke signed up for an eFax account online on April 17, 2024, with a monthly subscription rate of $18.99 and a special introductory offer rate of $5 for the first month of service. 

   The eFax customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, the cancellation process for the eFax services; pursuant to those terms cancellation requests are handled only by contacting eFax customer support either via telephone, online chat or the Cancel My Account link (available via the customers ******************** web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.

   Data shows that there were no reported issues that would have affected the cancellation process while Jingwei Kes eFax account was active; including the cancellation email system and customer contact records show no instance of any cancellation confirmation email being sent to Jingwei Ke prior to November 18, 2024.  **************** shows no record of any cancellation confirmation email being sent to Jingwei Ke prior to November 18, 2024, reasoning would dictate that Jingwei Ke was (or should have been) aware that the eFax account was still active.

   eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and the eFax site (************************************) and online Contact page (*******************************************) have the telephone numbers posted, while online eFax chat representatives are available online at ************************************cancel and an online Cancel My Account link that is available to subscriber accounts in current billing standing and located via the customers ******************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.

   Jingwei Kes eFax account had remained active and accrued charges accordingly as data shows no record of any submission of a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures prior to November 17, 2024, when data shows the receipt of a cancellation for Jingwei Ke's eFax account as received via telephone, when contact data shows that Jingwei Ke had contacted eFax support requesting to cancel the account  The account was closed as requested, billing ceased immediately, and an e-mail confirmation, containing the cancellation number *********, was sent to Jingwei Ke (at the registered contact email address on file for her account) on November 18, 2024.

  The eFax customer agreement also makes clear, via Section 16 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that the Company may submit charges for the customers monthly service fee each month without further authorization from or notice to the customer, until the customer provides prior notice (in accordance with the Companys verification procedure) that they have terminated this authorization or wish to change the designated card(s).

  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $113.94 (consisting of 6 monthly service fees) has been issued to the affected credit card.  The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that Jingwei Ke follow up with the credit card provider in this regard.

   Please also keep in mind that Jingwei Ke was (or should have been) alerted to charges for eFax services each month through credit card account billing statements as provided by his credit card provider.  It would be reasonable to expect (as well as the responsibility of) the customer to regularly review their statements and to contact either their financial institution, or merchant in a timely manner in the event of any billing inconsistency or discrepancy rather than allowing charges for services to ensue.

  eFax policies and procedures were made clear to Jingwei Ke when signing up for an eFax account online.
  

  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel box before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 20, 2024, I signed up for a free trial of efax. I was issued efax # ************. I attempted to cancel the service prior to the end of the promotional period. However, there is no option to cancel online. The only option is to call and I attempted to call to cancel but could not get through to the customer service department because they were experiencing "longer than usual hold times." I was billed $18.99 each month on the following dates in 2024 for a service I never used. 10/21, 09/23, 08/21, 07/22, 06/21, 05/21, 04/22 I contacted them on 10/23 and was subsequently credited for one month. I called to find out why I was not credited for the entire amount I was billed and was told that the finance department made a final decision and determined that I was only eligible for one month of credit. My bank also issued a provisional credit of $18.99 for one transaction, but we did not get to finish the entire dispute because the call was accidently disconnected.

  Business Response

  Date: 02/07/2025

  We apologize for the delayed response to this matter and any difficulty it may have caused.  This unfortunate postponement was the result of this case being initially sent by the BBB to the incorrect recipient / entity.
  
  Records show that **** **** signed up for an eFax account online on April 20,  2024 with a monthly subscription rate of $18.99 and a special introductory offer of $5 for the first month of service. 
  
  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and ************, with the toll-free number being posted on the eFax site (************************************) as well as Contact page (*******************************************) and the local 323 telephone number being posted on eFaxs How To Cancel page (************************************cancel), while online eFax chat representatives are available online at ************************************cancel and an online Cancel My Account link that is available to subscriber accounts in current billing standing and located via the customers ******************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  Data shows that there were no reported issues that would have affected Mr. ***** ability to use the online Cancel My Account link or reach a live eFax Customer Support Representative either via online chat while the account was the account was active and other eFax subscribers have been able to successfully use the online Cancel My Account link and / or reach eFax support during the same time.
  
  Mr. ***** eFax account had remained active and accrued charges accordingly as data shows no record of any submission of a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures prior to October 22, 2024, when data shows the receipt of a cancellation request for Mr. ***** eFax account as received via telephone, when contact data shows that Mr. **** had contacted eFax support requesting to cancel the account  The account was closed as requested, billing ceased immediately, and an e-mail confirmation, containing the cancellation number *********, was sent to Mr. **** (at the registered contact email address on file for the account) on October 23, 2024.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; records for Mr. ***** eFax account show that the ******************** representative assisting with the account closure on October 22, 2024, had also submitted, as a courtesy, a refund request of $18.99 (consisting of 1 monthly service fee) on Mr. ***** behalf and billing records show that the refund of $18.99 was issued to the affected credit card on October 24, 2024.  The collection ID number for the reimbursement was 266591256.
  
  An additional refund was found not to be applicable in this matter; nevertheless, as an additional courtesy and in the interest of a mutually satisfactory resolution, an additional refund of $75.96 (consisting of 4 monthly service fees) has been issued to the affected credit card.  The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that Mr. **** follow up with the credit card provider in this regard.
  
  Subsequently, Mr. **** has received reimbursements totaling $94.95 (consisting of 5 monthly service fees). 
  
  eFax policies and procedures were made clear to Mr. **** when signing up for an eFax account online.
  
  As is standard with many online subscription services, eFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the I agree to the Customer Agreement and Private Policy." and I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel. boxes before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract, recurring payment and cancellation policy acknowledgement checkbox fields checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  
  The ******************** customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, the cancellation process for the eFax services; pursuant to those terms cancellation requests are handled only by contacting eFax customer support either via telephone, online chat or the Cancel My Account link (available via the customers ******************** web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.
  
  The eFax customer agreement also makes clear, via Section 16 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that the Company may submit charges for the customers monthly service fee each month without further authorization from or notice to the customer, until the customer provides prior notice (in accordance with the Companys verification procedure) that they have terminated this authorization or wish to change the designated card(s). 
  
  Section 16 (Charges) of the customer agreement further makes clear that failure to use the account would not be deemed a basis for refusing to pay any charges; the eFax customer agreement provides no provision for a rate reduction, credit, waiver, or refund if the customer elects not to use the service during any given time or if an account is closed prior to the end of the service term. Regardless of usage eFax subscription fees are still applicable as the assigned eFax number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, eFax service fees are not predicated on use but rather the availability of the services and are regularly payable, regardless of the customers usage of the service, until the company has been notified of the customers desire to cancel the account. While the ******************** services may not have been utilized during any given time, they were available while the account was active.
  

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refused to cancel my account for the last 3 months and jeep auto debiting mh account even though I have called like, 4x and sent numerous emails. To log in to the account to cancel you must have efax number, and to reset password as well, creating an insurmountable loop. As of today on the phone at 11:30 PM it took THIRTY MINUTES to convince **** to cancel my account after requesting 5 or more times. They send faxes to you internally from their business partners internally to make it look like you are using the account. I have requests for cancelation going back 3 months. I want a full refund of all of these. At one point a *** hung up on me, another time I requested a call back that never came. I would give their reviews a hard look they are notorious for this.

  Business Response

  Date: 10/28/2024

  ******* ******** signed up for an **** account online on June 11, 2024, with a monthly subscription rate of $18.99 that included a 7 Day Free Trial period with a trial period that ended on June 18, 2024, when billing for monthly service fees would commence.

  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and the eFax site (************************************) and online Contact page (*******************************************) have the telephone numbers posted, while online eFax chat representatives are available online at ************************************cancel and an online Cancel My Account link that is available to subscriber accounts in current billing standing and located via the customers eFax web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  

  The eFax Login page also provides eFax subscribers with multiple Login ID options (i.e. email address, assigned fax number or account number) for use in order to log into their account and access the eFax customer web portal online. 
  

  The eFax Login page additionally offers eFax subscribers with the opportunity to have their account Login ID emailed to them, if in the event they do not recall it, by clicking on the Forgot login ID? link and entering their email address to receive their user ID to login.
  

  Thus an eFax subscriber could retrieve their assigned eFax number, as well as access the eFax customer web portal and utilize the online Cancel My Account  link at any time by logging into their eFax account using their email address and password / PIN.
  

  And although our customer contact records show that Ms. ******** had emailed eFax customer support requesting to cancel her account; data show that responses from eFax support were sent to her providing instructions on how to use the online Cancel My Account link for cancellation and advising that if assistance is still needed to click Chat Now on our Support Page with the Support Page text itself being a live link that when clicked on takes the customer to the eFax Support Overview page.
  

  Ms. Bonhommes eFax account had remained active and accrued charges accordingly as data shows no record of Ms. ******** submitting a cancellation request through the above-provided channels and completing the companys cancellation and verification procedures prior to October 23, 2024, when data shows that Ms. ******** had contacted **** support, via telephone, requesting to cancel her account. The account was closed as requested, billing ceased and an email confirmation, containing the cancellation number (*********), was sent to her (at the registered contact email address on file for her account) the next day on October 24, 2024.
  

  A refund was found not to be applicable in this matter; nevertheless as a courtesy and in the interest of a mutually satisfactory resolution, refunds of $42.93 and $71.82 (totaling $114.75 and consisting of all charges incurred) have been issued to the affected credit card. The collection IDs number for the reimbursement are ********* ($42.93) and ********* ($71.82) and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that Ms. ******** follow up with the credit card provider in this regard.
  

  eFax policies and procedures were made clear to Ms. ******** when she signed up for an eFax account online.
  

  As a mandatory step in the sign up process, prospective customers are presented with the eFax customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel box before the account can be activated.  TheeFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  

  The eFax customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, the cancellation process for the eFax services; pursuant to those terms cancellation requests are handled only by contacting **** customer support either via telephone, online chat or the Cancel My Account link (available via the customers eFax web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.
  

  The eFax customer agreement (*************************************************** ) makes clear, via Section 16 (Charges) of the customer agreement, that upon the expiration of a free trial period fees would be immediately charged to the customers credit or debit card, without further authorization from the customer unless and until the customer has provided the company prior notice, in accordance with the company's verification procedures, of their desire to discontinue the authorization or service, and that such notice would not affect charges submitted before the company reasonably could act on such notice; explaining that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps.
  

  Section 16 (Charges) of the customer agreement further makes clear that each time full payment of the outstanding balance is not received by the payment due date a late fee of U.S. $4.95 may be charged to the account without further authorization or notice to the customer and that the customer agreed that the company may (at its option) accumulate services fees incurred during their monthly billing cycle and submit them as one or more aggregate charges during or at the end of each cycle and that such notice will not affect charges submitted before the company reasonably could act on such notice.

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  have attempted to cancel my eFax subscription multiple times, starting on September 17, 2024, and again on September 29, 2024, through their email support. Middle of August as well. Despite these attempts, I was unable to cancel my subscription due to the absence of an online cancellation option, and I received no response from their customer support team. As a result, I was charged $42.93 on October 9, 2024, for a service I no longer wish to use.

  Business Response

  Date: 01/31/2025

  We apologize for the delayed response to this matter and any difficulty it may have caused.  This unfortunate postponement was the result of this case being initially sent to the incorrect recipient by the BBB.

  Records show that ***** ******* signed up for an eFax account online on August 9, 2024, with a monthly subscription rate of $18.99 and a special introductory offer of $5 for the first month of service. 
  

  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and the eFax site (************************************) and online Contact page (*******************************************) have the telephone numbers posted, while online eFax chat representatives are available online at ************************************cancel and an online Cancel My Account link that is available to subscriber accounts in current billing standing and located via the customers ******************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.

  Data shows that there were no reported issues that would have affected ***** Delgados ability to use the online Cancel My Account link when the account was in current billing standing or reach a live eFax Customer Support Representative either via online chat while the account was active and other eFax subscribers have been able to successfully use the online Cancel My Account link and / or reach eFax support during the same time.

   ***** Delgados eFax account had remained active and accrued charges accordingly as data shows no record of any submission of a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures while active.

   The outstanding balance of $42.93 represents service fees that had accrued until October 9, 2024.

   Records for ***** Delgados eFax account show it was closed as of October 14, 2024, as a result of a fee dispute reversal that was received from the financial institution; billing ceased immediately, and an e-mail confirmation, containing the cancellation number *********, was sent to ***** ******* (at the registered contact email address on file for the account) on October 15, 2024.

   A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $42.93 (consisting of 2 monthly service and 1 late fee) has been issued to the affected credit card.  The collection ID number for the reimbursement is  ********* and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that ***** ******* follow up with the credit card provider in this regard.

   eFax policies and procedures were made clear to ***** ******* when signing up for an eFax account online.

   As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel box before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.

   The eFax customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, the cancellation process for the eFax services; pursuant to those terms cancellation requests are handled only by contacting eFax customer support either via telephone, online chat or the Cancel My Account link (available via the customers ******************** web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.

   The eFax customer agreement also makes clear, via Section 16 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that the Company may submit charges for the customers monthly service fee each month without further authorization from or notice to the customer, until the customer provides prior notice (in accordance with the Companys verification procedure) that they have terminated this authorization or wish to change the designated card(s). 

   Section 16 (Charges) of the customer agreement further makes clear that each time full payment of the outstanding balance is not received by the payment due date a late fee of U.S. $4.95 may be charged to the account without further authorization or notice to the customer and that the customer agreed that the company may (at its option) accumulate services fees incurred during their monthly billing cycle and submit them as one or more aggregate charges during or at the end of each cycle and that such notice will not affect charges submitted before the company reasonably could act on such notice.