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:10/17/2024

  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 am attempting to cancel my e-fax subscription. The main 800 number could not help me and only offered an email (not appearing to be connected to e-fax) to request to cancel my service. The responses keep telling me they can not cancel my account and I need to send them an invoice, something that I have never received, and saying my email address does not match what they have on file. Again, no phone number or way to fix this has been offered. It has been 2 months since I opened the account, the fax # does not work consistently as Im unable to fax my ****** who weekly states the faxes are not coming in, even when my account said they were received. I want to retroactively reimbursed back to the 11th when I requested my account be cancelled!

  Business Response

  Date: 02/03/2025

  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.

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and found that **** ******* eFax corporate account has been closed as requested and based on the merits of the case a credit memo of $119.97 has been submitted to the Consensus ****************** for processing and a refund will be issued to the affected credit card shortly. 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 10 business for that reflection.

  We apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank **** ****** for her 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:10/15/2024

  Type:Billing 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 requested cancellation of my account ***********************#************) via telephone 6 months ago and the account has not been used. Efax has been charging me since. When I realized they were still charging me I called customer service last week and requested to cancel and send a full refund. I was refunded 1 month and now I am being told the account was closed, usage can not be verified. So, I can not receive and other considerations. This was not my fault. The agent was advised of the issue and further research should have been completed before the account information was deleted. I want a full refund of $274.70 (****** (last 5 months of charges includes fees) ****** (1 month refunded). These are unfair business practices. All information was available when ******* was submitted until the account was deleted by the company.

  Business Response

  Date: 02/03/2025

  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 February 28, 2024, with a monthly subscription rate of $49.99 and a special introductory offer of $15.00 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 ***** ***** eFax account was active; including the cancellation email system and customer contact records show no instance of any cancellation confirmation email being sent to ***** **** prior to October 12, 2024.  **************** shows no record of any cancellation confirmation email being sent to ***** **** prior to October 12, 2024, reasoning would dictate that ***** **** 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.
  
  Records also shows that there were no reported issues that would have affected ***** ***** 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.
  
  ***** ***** eFax account had remained active and accrued charges accordingly as data shows no record of ***** **** submitting a cancellation request through the above-provided channels and completion of the companys cancellation and verification procedures prior to October 11, 2024, when data shows the receipt of a cancellation for ***** ***** eFax account as received via telephone, when contact data shows that ***** **** had contacted eFax support requesting to cancel the account  The account was closed as requested, billing ceased immediately, and an email confirmation, containing the cancellation number *********, was sent to ***** **** (at the registered contact email address on file for the account) on October 12, 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). 
  
  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.
  
  Section 16 (Charges) of the customer agreement additionally 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.
  
  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, billing records for ***** ***** eFax account shows that a fee dispute refund of $54.94 (consisting of 1 monthly service and 1 late fee) had been received on October 14, 2024, from the financial institution and the funds were allowed to be returned to the account.  The collection ID number for the reimbursement was 264404722.
  
  An additional refund was found not to be applicable in this matter; however, as a courtesy and in the interest of a mutually satisfactory resolution, an additional refund of $219.76 (consisting of 4 monthly service and 4 late fees) has been issued to the affected credit card.  The collection ID number for the reimbursement was ********* 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.
  
  Added with the previously issued fee dispute reversal of $54.95, ***** **** has received reimbursements totaling $274.20.
  
  eFax policies and procedures were made clear to ***** **** 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 automatic renewal terms above, including the $18.99 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy 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.
  
  Please note that the ******************** 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.
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22426999
  
  I am partially rejecting this response because:
  I was not at fault for the subscription continuing. As stated before I requested to cancel and you deleted history when you closed my account with researching or refund consideration. Although, I alerted you to the issue prior to closing the account. I appreciate the refund, but I do not need to be reminded of your policy. I followed proceedure. Thankyou for your consideration and time. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/05/2025

  We have again reviewed this matter and our response remains the same.
  
  In response to ***** ****** concerns, the company reiterates that data shows no evidence of the submission of any cancellation request for her eFax account prior to October 11, 2024.
  
  Please also keep in mind that there is a burden of proof upon the customer to provide any evidence or information (such as day or time of alleged submission, or any email address used to initiate any online chat sessions) to support the assertion of any previous cancellation request prior to the accounts closure date and that no such additional information has been provided. 
  
  That said, in light of our previously provided courtesy refund, the company believes this matter has been properly addressed in accordance with the agreed policies and procedures and considers it closed.
  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22426999
  
  I am rejecting this response because:
  

  You are right. I should not have trusted your procedural process to include researching your own records before denying a claim  deleting a profile which inturn deleted any record of my claim. I should have maintained something on my end and anticip ated that you have illogical processes and proceedures.

  P.S. Please revisit how you handle customer cancelations and refunds.

• Initial Complaint

  Date:10/15/2024

  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 have been getting billed for years and have had no way of canceling. I emailed them on August 16, but was told I have to login to cancel, but I cannot login, and have told them this multiple times with no response. Nobody responds, I'm just charged monthly. I have put a stop payment, but this company is beyond shady and I want a refund for all charges.

  Business Response

  Date: 10/25/2024

  ********* ****** signed up for a MyFax account online on December 7, 2023, with a monthly subscription rate of $12.00 that included a 3 Day Free Trial period with a trial period that ended on December 19, 2023, when billing for monthly service fees would commence.

  MyFax provides easy-to-use online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via online chat at ******************************************* and an online Cancel My Account link 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.
  

  MyFax subscribers are provided 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 MyFax customer web portal online. 
  

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

  Please also note that while telephone support may not be available for MyFax services, MyFax customer support representatives are available 24 hours a day 7 days a week via online chat for account cancellation at ******************************************* and for general support at ********************************************
  

  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 MyFax Customer Support Representative either via online chat while his account was active. 
  

  Mr. ******* MyFax account has remained active and accrued charges accordingly as data shows no record of Mr. ****** submitting a cancellation request through the above-provided channels and completing the companys cancellation and verification procedures.
  

  As a courtesy, the companys verification procedures have been waived and Mr. ******* MyFax account has been closed pursuant this BBB matter; billing has ceased and an email confirmation, containing a cancellation number, will be sent to her (at the contact email address on file for the account) within 24 hours of the account closure.
  

  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract (************************************************); as an additional courtesy and in the interest of a mutually satisfactory resolution, a refund of $84.00 (consisting of 7 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.
  

  MyFax policies and procedures were made clear to Mr. ****** when he signed up for a MyFax account online.
  

  As is standard with many online subscription services, MyFax 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 automatic renewal terms above, including the $12.00 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The MyFax 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 9 (Termination) of the customer agreement, the cancellation process for the MyFax services; pursuant to those terms a customer may cancel services at any time through the online Cancel My Account link (available via the customers ********************** web portal found) or by contacting MyFax customer support via online chat (available at www.fax.com/cancel); 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 MyFax customer agreement also makes clear, via Section 15 (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).
  
  Please also keep in mind that given the length of time from the date of the MyFax account activation to the date of the account closure that Mr. ****** had adequate opportunity to contact his financial institution at any time in order to initiate a fee dispute reversal of any of the charges incurred and discontinue billing at any time rather than allow for unwanted charges services to ensue.

• Initial Complaint

  Date:10/10/2024

  Type:Billing 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 5/2/2024 I paid eFax $5.00 because I had need to send a fax to a medical office requesting records. I dont have a fax machine, so I looked online and found eFax would send the fax for $5.00. I made an account.On 5/3/2024 I sent a 2-page fax to the medical office. This is the only time I used this fax service. Today, 10/10/2024 I discovered that eFax billed my credit card a total of $106.00 over the past 5 months. They billed the $5.00 I was expecting, plus each of the following months they charged my credit card $20.20 I called eFax today and was told too bad for me, and I can cancel going forward. I explained that I didnt know they were going to charge me other than the $5.00 to send the 2-page fax. I asked if they could do anything about the charges for the past 5 months when I did not use the service and did not even know that I had a subscription. They did not help, but suggested only cancelling the account to stop future charges.I am elderly and living on a limited budget. This money charged without my knowledge poses a hardship for me. I would like a refund please.

  Business Response

  Date: 10/18/2024

  Records show that Karen von Stein signed up for an eFax account online on May 2, 2024, with a monthly subscription rate of $18.99 (plus tax) and a special promotional rate of $5.00 for the first month service fee after which billing for monthly service fees would commence at $18.99 (plus tax).

  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.”
  

  The eFax sign-up process also provides customers with a clear “Summary” of the eFax services and charges which include the monthly price; the following text is from the eFax sign up page and can be clearly viewed on the right side of the web pages under the “Summary” heading that lists the included fax page allowances and monthly subscription price for the select subscription plan.
  

  Summary
  

  eFax Plus
  Send Monthly              170 Pages
  Receive Monthly          170 Pages
  Extra Pages                 $0.10 each

  Monthly Price                $18.99
  First Month Price           $5.00
  One-Time Set Up Fee   $0.00 
  Due Today                     $5.00
  
  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 866-878-7151 and the eFax site (https://www.eFax.com/) and online “Contact” page (https://www.efax.com/contact) have the telephone numbers posted, while online eFax chat representatives are available online at https://www.eFax.com/cancel and an online “Cancel My Account” link that is available to subscriber accounts in current billing standing and located via the customer’s 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.

  Ms. von Stein’s eFax account had remained active and accrued charges accordingly as data shows no record of Ms. von Stein submitting a cancellation request through the above-provided channels and completing the company’s cancellation and verification procedures prior to October 10, 2024, when data shows that Ms. von Stein had contacted eFax support, via telephone, requesting to cancel her account.  Billing has ceased and the account has been scheduled to close with a post-dated closure date of October 31, 2024; thereby, allowing the account to automatically close at the end of the current paid service term, with an email confirmation, containing a cancellation number, being sent to the registered contact email address on file for her account within 24 hours of the account closure. 
  

  As a courtesy, data shows that the eFax representative assisting with the closure of eFax account on October 10, 2024, had also submitted a refund request of $80.80 (consisting 4 monthly service fee) on Ms. von Stein’s behalf and billing records show that the refund of $80.80 was issued to the affected credit card on October 11, 2024.  The collection ID number for the reimbursement was 266274096 and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that Ms. von Stein follow up with the credit card provider in this regard.
  

  An additional refund was found not to be applicable in this matter.
  

  eFax policies and procedures were made clear to Ms. von Stein 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 customer’s 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 customer’s responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  The eFax customer agreement (https://www.efax.com/legal#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 customer’s 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 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 customer’s monthly service fee each month without further authorization from or notice to the customer, until the customer provides prior notice (in accordance with the Company’s 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 customer’s usage of the service, until the company has been notified of the customer’s desire to cancel the account. While the eFax services may not have been utilized during any given time, they were available while the account was active.

  Customer Answer

  Date: 10/19/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22406625, and find that this resolution is satisfactory to me. Thank you for your consideration.
  
  
  
  Sincerely,
  
  
  
  Karen Von Stein

• Initial Complaint

  Date:10/10/2024

  Type:Billing 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.

  We have signed up for efax in August of 2022 and used it to send some faxes. This was really the only time we needed to send faxes before then and after. Once used we cancelled the service. However we discovered today (I know, our own fault for not seeing them billing us every month for the last two years) on our business credit card which has hundreds of transactions each month that e-fax is still billing us. The company says we never cancelled the service, however I remember distinctly talking to my wife about needing it or not needing it and cancelling it. I also verified with them that no faxes have been sent or received since the initial month of service, so again, we did not need it, want it or use it. We cancelled it, but they are refusing to provide even half of the refund. This is over 24 months of billing at $18.99 for a total of $455.76

  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 August 12, 2022, with a monthly subscription rate of $18.99.
  
  The eFax customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, 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 Mr. ********** eFax account was active; including the cancellation email system and customer contact records show no instance of any cancellation confirmation email being sent to Mr. ********* in August 2022 or prior to October 11, 2024.  **************** shows no record of any cancellation confirmation email being sent to Mr. ********* prior to October 11, 2024, reasoning would dictate that Ms. ****** 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 ************, 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.
  
  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 10, 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 11, 2024, upon the accounts closure.
  
  Please also keep in mind that Mr. ********* 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 and discontinue billing rather than allowing charges for services to ensue.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; billing records for Mr. ********** eFax account show that two fee dispute reversals of $18.99 each (consisting of 2 monthly service fees) was received from the credit card provider on Mr. ********** behalf and the funds were allowed to be returned to the affected credit card. The collection ID numbers for the reimbursements were ********* and ********* .
  
  An additional refund was found not to be applicable in this matter; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, an additional refund of $208.89 (consisting of 11 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 $246.87 (consisting of 13 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: 02/13/2025

   
  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.
  
  
  I want to thank eFax for being kind enough to refund me for the total requested account and if necessary or requested I am happy to withdraw my complaint.  Either way, this resolution is more than satisfactory.

   

  Thank you.
  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/08/2024

  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.

  We signed a new service for our office phone system, tried to cancel the service with Consensus Cloud corp for past 4-5 months, they kept rejecting the number port out request, took more than 1-2 months to cancel the account. Tried to reach out to their customer service, they never reply back about the frustration and ask to contact different department where they never reply to my email. Account has been already cancelled and they are trying to charge the service from us still. We were not using their service since April, 2024, they charged $286.68 until August, trying to charge the monthly service fee ($71.68) for September, 2024.

  Business Response

  Date: 10/18/2024

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate
  departments.

  We found that data for ********** PLLC. Consensus Unite account show that requests to port out the number in question received on May 13, 2024, May 17, 2024, July 10, 2024, had been rejected as a result of end user mismatch information; meaning that the end user / owner information and / or company name on the port requests submitted by the gaining carrier did not match the end user / owner and / or company name information Consensus had on file for the telephone number; as such, in order to protect the customers account and the companys inventory from having numbers taken without proper authorization the requests were declined.
  

  Records show that a correctly submitted port request had not been received until July 18, 2024; at which time the number-in-question was released and is no longer hitting Consensus' systems.
  

  Please keep in mind that it is the requesting carriers responsibility to submit correct authorized user information in order to have a number released; if incorrect information is submitted a port request can be delayed and / or rejected. 
  

  ********** PLLCs Consensus Unite account had remained active and accrued charges accordingly as data shows no record of ********** PLLC submitting a cancellation request for their Consensus Unite account prior to August 8, 2024, when data shows the receipt of a cancellation request via email by **** Corporate Orders Team; unfortunately,  due an anomaly the cancellation request was not completed within our normal processing time and an email confirmation, containing the Ref No: ********, was not sent in response until September 14, 2024. 
  

  A refund was found not to be applicable in this matter.
  

  
  

• Initial Complaint

  Date:09/30/2024

  Type:Billing 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.

  This business is refusing to allow me to cancel a recurring charge. I received a renewal email and have attempted to cancel the recurring charge. But there is a disrespectful and well planned maze of chat and online forms designed to waste enough time to cause us to give up. (As in: the email was sent with a "cancel by" date of the same day--a Saturday, no online account cancel method, having a phone que just hang up. thus no humans to answer the phone---and my favorite --watching your place "in line" with the chat bot move to a higher number as time passes, etc. ) There are no humans available ever and no form available. They need to be prevented from charging my card. They should be banned from doing business.

  Business Response

  Date: 01/27/2025

  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  ******* ******* ability to use the online Cancel My Account link or reach a live eFax Customer Support Representative either via telephone or online chat while his 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.
  

  Records for ******* ******* eFax account show that a cancellation request for the account was received on December 19, 2023, as submitted via the online Cancel My Account link.  The account was scheduled to close as requested with a post-dated closure date of September 30, 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) on October 1, 2024, upon the account closure. 
  

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

  As is standard with many online subscription services, the eFax customer agreement is 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 automatic renewal terms above, ..  By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy 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.

• Initial Complaint

  Date:09/19/2024

  Type:Billing 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.

  6/22/24 Signed up for a free trial with myfax. I had an emergency where I needed to send a fax and my printer was down So I canceled it the same day and received cancelation confirmation. I have continued to To be charged twelve dollars a month for 3 months. I sent them multiple inquiries about this to their support link. continued to get emails from then detailing how I could cancel Which I had already.Done and received a confirmation number confirming that which I sent them. when I went to log in It said account not found. turns out the account was duplicated. my initial customer service email has 2 different fax numbers in it. When you scroll all the way down There is an additional welcome message I just never noticed it before. Obviously a mistake. I've never used the service Aside from one fax the day I signed up for the trial. I continue To ask them.Why I'm continued to be charged.I sent them my confirmation number From when I canceled, they obviously did not any investigate my complaints or they would have seen that there was a duplicate account and let me know this. They neglected to do this. I don't know what to look for???? I just stumbled across this 2 weeks ago, so I went in and log in under that fax number and sure enough there. It was now, it's saying it will cancel on the 21st. So I don't think I'll be charged going forward. I shouldn't have been charged at all. I canceled the free trial immediately. How 2 accounts opened I don't know, it was a mistake, obviously, they Obviously ignored my request all the information is identical, so it's obviously an error.!!!! Same charge card. Same everything except the faxnumbers. I can provide. A screenshot of the original customer service email. Plus my emails to them with the cancelation confirmation asking about it. It's a lot of messages so i'm just providing the fax numbers Which are my account numbers for this company right now.

  Business Response

  Date: 09/27/2024

  Records show ******** ******* had signed up for two separate MyFax accounts online on two separate occasions; the first MyFax account with an assigned MyFax number ************ was signed for on June 21, 2024 at 5:34 AM PDT while the second MyFax account with an assigned MyFax number ************ was signed for on June 21, 2024 at 10:52 AM PDT.

  Account records for the first MyFax account with the assigned MyFax number ************ show that the account was requested closed via the online Cancel My Account link the same day (June 21, 2024) at 6:08 AM PDT, approximately 34 minutes after sign up and more than 4 hours before sign up of the second MyFax account with an assigned MyFax number ************.

  Considering that the second MyFax account (************) was activated after the first MyFax account (************) was canceled, and that Ms. ****** would have received two separate MyFax welcome emails with two separately assigned MyFax numbers, reasoning would dictate that Ms. ******* was (or should have been) aware that she had signed up for  two separate MyFax accounts.  

  MyFax provides easy-to-use online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via online chat at ******************************************* and an online Cancel My Account link 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.

  Ms. ********* MyFax account with an assigned MyFax number ************ had remained active and accrued charges accordingly as data shows no record of Ms. ******* submitting a cancellation request and completing the companys cancellation and verification procedures prior to August 30, 2024, when data shows that she had submitted a cancellation request via the online Cancel My Account link.  The account was scheduled to close as requested with a post-dated closure date of September 21, 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 her (at the contact email address on file for the account) on September 21, 2024.

  While we appreciate Ms. ******** position, onus of responsibility lies with the customer to be aware of the number of accounts and services for which they have voluntarily signed for and activated.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract (************************************************); as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $36.00 (consisting of all charges incurred) 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 Ms. ******* follow up with the credit card provider in this regard.
  

  
  

• Initial Complaint

  Date:09/17/2024

  Type:Billing 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.

  The company is myFax, I canceled my subscription during free trial, but I'm still charged. The company lied to the customers about free trial and charge them for unclear fees. Besides that, I'm unable to cancel my subscription, they never send me a confirmation of successful cancelation, I'm really worried that I will be charged forever. The service number ************* is only answered by robot, and the online chat is also robot. I can not find any way to get into contact with them.

  Business Response

  Date: 09/24/2024

  Records show that ******* ** signed up for a MyFax account online on September 10, 2024, with a monthly subscription rate of $12.00 that included 100 inbound fax pages and 100 outbound fax pages and a 3 Day Free Trial period with a trial period that would have ended on September 13, 2024, when billing for monthly service fees would commence.

  The MyFax customer agreement (************************************************) makes clear, via Section 2 (Service Usage Terms) of the customer agreement, that faxes sent in excess of the customers outbound page limit are charged at the applicable per-page rate listed at the MyFax Website; further explaining that while most fax pages take less than sixty (60) seconds to transmit the number of pages for each transmission sent or received is calculated based on the greater of the actual number of pages or the number of full and partial 60-second increments of transmission or connection time, whether or not the transmission occurs or is completed (such as instances when someone answers the call or transmission is interrupted before completion) and that the number of outbound fax pages as included in the tiers of MyFax service, is administered by applying a monthly outbound usage credit to the customers account and assumes that each outbound page is sent to a destination with an applicable per page rate of $0.10 (or the local currency equivalent). 
  

  The MyFax customer agreement also makes clear, via Section 15.f. (Charges: Usage) of the customer agreement, that additional charges apply when the customer has exceeded the number of inbound or outbound fax pages included in their service tier and that usage fees are payable in advance at a fixed amount as set by the company (currently U.S. $10.00) and that the usage prepay amount will be immediately and automatically charged to the customer's credit or debit card without further authorization from customer upon incurring usage in excess of the number of inbound or outbound fax pages included in the MyFax service tier and that the usage prepay amount will thereafter be reduced based upon the customer incurring usage fees, and each time the usage prepay amount is depleted to a certain level (currently U.S. $2.00 or the approximate equivalent in local currency), another fixed usage prepay amount in the same amount as the prior usage prepay amount will be immediately charged to the customer's  credit or debit card, without further authorization from or notice to the customer; further explaining that upon termination or cancellation of services any remaining portion of the customers Usage Prepay Amount would be forfeited and non-refundable.
  

  The outbound activity logs for Xuechun Lis MyFax account show that the equivalent of 108 billable fax pages were successfully sent from the MyFax account during the trial period; the cumulative total of the outbound fax pages were in excess of the included 100 outbound fax page allotment and as such a prepay charge of $10.00 (plus tax) were collected accordingly for the overages; leaving any remaining prepay balance on the account for later use.
  

  The MyFax customer agreement further makes, via Section 9 (Termination) of the customer agreement, the cancellation process for the MyFax services; pursuant to those terms a customer may cancel services at any time through the online Cancel My Account link (available via the customers ********************** web portal found) or by contacting MyFax customer support via online chat (available at *******************************************); 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 MyFax customer agreement additionally makes clear, via Section 15 (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 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 and that the company may submit charges for monthly service fee each month 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 will not affect charges submitted before the company reasonably could act on such notice.
  

  Xuechun Lis MyFax account had remained active and accrued charges accordingly as data shows no record of him submitting a cancellation request and completing the companys cancellation and verification procedures prior to September 13, 2024, when data shows that he had submitted a cancellation request via the online Cancel My Account link.  The account was scheduled to close as requested with a post-dated closure date of October 12, 2024; thereby, allowing the account to automatically close at the end of the current paid service term.
  

  The MyFax billing system is an automated system that (on a set schedule) regularly processes monthly service fees each month for a customers account corresponding with the date of sign-up / activation.  Records for the account show that Xuechun Lis cancellation request was received after payment had already been processed. 
  

  Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; nevertheless, billing records show that a fee dispute reversal of $10.00 and $12.00 (totaling $22.00 and consisting of all charges incurred) were received from Xuechun Lis credit card provider on September 19, 2024, and as a courtesy, the company did not dispute the reversal and allowed the funds to be returned to Xuechun Lis account.  The collection numbers for the reversals were 26526673 ($10.00) and ********* ($12.00)  and the account was immediately  closed in response to charge dispute and in accordance with the agreed and accepted customer agreement.
  

  ********************** policies and procedures were made clear to ******* ** when they signed up for a MyFax account online.
  

  As is standard with many online subscription services, MyFax 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 automatic renewal terms above, including the $12.00 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The MyFax 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:09/09/2024

  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.

  Having a very hard time canceling MyFax monthly $12 service that we no longer need. Cannot log in, no one available to help. No one answers. No person to speak to. Monthly charge just keeps occurring with no end In site. Help please!Fax number ************

  Business Response

  Date: 09/18/2024

  MyFax provides easy-to-use online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via online chat at ******************************************* and an online Cancel My Account link 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  ***** Shapiros ability to use the online Cancel My Account link or reach a live MyFax Customer Support Representative either via online chat while his account was active and other MyFax subscribers have been able to successfully use the online Cancel My Account link and / or reach MyFax support during the same time.
  

  Customer contact records do show that ****** ******* had contacted **** customer support via telephone on September 9, 2024, requesting to cancel the MyFax account and as a courtesy, and in this case only, the eFax customer support had accepted the improperly submitted MyFax cancellation request.  ***** Shapiros MyFax account was closed as requested, billing ceased immediately and an email confirmation, containing the cancellation number ******** was sent to ***** ******* (at the contact email address on file for the account) on September 10, 2024.
  

  MyFax policies and procedures were made clear to ***** ******* when he signed up for a MyFax account online.
  

  As is standard with many online subscription services, the MyFax customer agreement is 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 Customer Agreement acknowledgement box before the account can be activated.  The MyFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.