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: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.

• Initial Complaint

  Date:09/05/2024

  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 experienced several issues while using eFax on 09/04 to send a 304 page fax. Initially, I received a "Fax Sent" message, but soon after, received an email detailing the failed fax attempt. I realized that I did not add "1" before the phone number, so I resubmitted the fax. The website did not refresh, and I did not receive any signal that information was being received, even after pressing the submit button a few times. It was almost as if the website was frozen.I called customer service and spoke with Representative #1. He informed me that the fax did not go through because the "1" was missing. I explained that I had corrected this issue and tried resubmitting, but the page still did not update. He mentioned that the fax was in the queue and would take some time due to its large size. I accepted this explanation and ended the call.After the call, I checked my plan and discovered that I was only allowed 175 pages. My document was 304 pages. Concerned, I called customer service again and spoke with Representative #2. He said I would be charged for the unsuccessful submission attempts despite any website issues. I requested to cancel the fax, but he said it could not be canceled once in the queue. I asked to speak with a manager.The manager called and confirmed that I would be charged for all submission attempts and noted that he saw two attempts in the queue. I mentioned the website issue, but he said that he could not replicate it on his end. I made it clear that I would not pay for charges resulting from website issues, as these are unauthorized charges. He said he understood.Overall, the customer service was inadequate, and the representatives were unaware of the faxes in the queue until I pointed it out. It is perplexing that the repeated submissions of the same fax were not recognized as a website issue. I am requesting that I not be charged for the failed attempts that were due to system problems.

  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 Plus account online on September 4, 2024, with a monthly subscription rate of $18.99 that included 170 inbound fax pages and 170 outbound fax pages and a 7-Day Free Trial period with a trial period
  that would end on September 11, 2023, when billing for monthly service fees would commence.
  
  Data shows there were no reported issues that would have affected the eFax Web portal or ***** ****-Pauls eFax account or the ability to send faxes while active and data indicates that the eFax account was fully functional and the assigned eFax number was working properly.
  
  The eFax customer agreement (*********************************************************************************) makes clear, via Section 2 (eFax Service Usage Terms) that faxes sent in excess of the customers outbound page limit are charged at the applicable per-page rate listed at the eFax 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 eFax 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). 
  
  Please note that Consensus is not a telecommunications carrier but rather the customer of a telecommunications carrier.  As such, Consensus as well is assessed a charge from the carrier for all transmissions whether completed or not.
  
  The eFax customer agreement also makes clear, via Section 16 (Charges) 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 eFax 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.
  
  The outbound activity logs for ***** ****-Pauls eFax account show that the equivalent of 613 billable fax pages were sent or attempted during the trial period; the cumulative total of the outbound fax pages were in excess of the included 170 outbound fax page allotment and as such a prepay charge of $10.00 was collected accordingly for the overages; leaving any remaining prepay balance on the account for later use.
  
  A refund was found not to be applicable in this matter, nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $10.00 (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.
  
  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 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.
  

• Initial Complaint

  Date:09/03/2024

  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.

   
  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,
  
  *************************

  Business Response

  Date: 09/12/2024

  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 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 **************** 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 him (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 $119.90 (consisting of the last annual service fee 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 **************** follow up with the credit card provider in this regard.

• Initial Complaint

  Date:09/03/2024

  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.

  I have been trying to cancel my subscription with Myfax for 2 months now this company has no customer service department to call and speak with some one.I have sent 8 emails asking how to cancel if I don't have my fax number but I keep getting the same automated reply back telling me how to cancel and doesn't answer my question about retrieving my fax number

  Business Response

  Date: 09/13/2024

  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.

  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 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 Ms. ******* ability to use the online Cancel My Account link or reach a live MyFax Customer Support Representative either via online chat while her account was active. 
  

  Ms. ******* MyFax account has 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.
  

  As a courtesy, the companys verification procedures have been waived and Ms. ******* 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 $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.
  

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

  The MyFax 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).
  

  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:08/28/2024

  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.

   
  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,
  
  Princess *************************ained that the fax serviced hardly worked when I wanted to use the service and had to go to another venue to fax my documents which equated to the monthly subscription fee. After hearing my concern, the gentleman spoke with his supervisor and he offered me $4 a month and the only restriction was the amount of documents allowed per fax. We did not discuss any overages I got the same benefits as the $12 fax service but for a fraction of the price to remain a customer.However, for the past 6 months, someone within the MyFax service company has been abusing my credit card without e-mailing me for authorization approval or to give details that my services had changed since 2023. After arguing with several of the employees via e-mail, I was charged an additional $10 and told to cancel my services with MyFax. I am requesting a refund of $47.40 applied back back to my credit card ending in *****

  Business Response

  Date: 09/04/2024

  Records show that ************************* had initially signed up for a MyFax account online on April 19, 2023, with a monthly subscription rate of $12.00 that included 100 inbound fax pages and 100 outbound fax pages.

  The MyFax customer agreement (************************************************) makes clear, via Section 2 (Service Usage Terms) of the customer agreement, that faxes received or sent in excess of the customers inbound or 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.
  

  MyFax policies and procedures were made clear to ************************* when she 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.
  

  Customer contact records show that ************************* had contacted MyFax customer support, via telephone, on  April 10, 2023, requesting to cancel the account; however, data shows that the MyFax agent assisting ************** at the time had extended to her a special monthly subscription rate of $4.00 that included 25 inbound fax pages and 10 outbound fax pages to which ************** had accepted.  Usage and overage charges were not necessarily discussed by the assisting MyFax agent at this time as usage and overage charges associated with the MyFax services would have already been communicated to ************** via Section 2 (Service Usage Terms) and Section 15.f. (Charges: Usage) of the MyFax customer agreement upon her sign-up and in accordance with her contract acknowledgement.  ************** received the same benefits of the $12.00 MyFax service monthly subscription rate with the same fax pages limitations of the given service tier. 
  

  The outbound activity logs for Ms. ****** MyFax account shows the equivalent of 98 billable fax pages were sent or attempted during the billing cycle of 01/03/2024 - 02/02/2024, with the equivalent of 12 billable fax pages being sent or attempted during the billing cycle of 05/03/2024 - 06/02/2024 and the equivalent of 254 billable fax pages being sent or attempted during the billing cycle of 07/02/2024 - 08/03/2024; the cumulative total of the outbound fax pages during these billing cycles were in excess of the included 10 outbound fax page allotment and as such prepay charges were collected accordingly for the overages; leaving any remaining prepay balance on the account for later use.
  

  Billing records for Ms. ****** MyFax account shows that the following charges were collected consisting of the following fees:
  

  A charge of $12.80 was collected on 02/03/2024 consisting of $4.00 monthly subscription fee for the billing cycle of 02/03/2024 - 03/02/2024 plus $8.80 usage accumulated during the prior billing cycle.
  

  A charge of $8.00 was collected on 05/03/2024 consisting of $4.00 monthly subscription fees for the billing cycles of  04/03/2024 - 05/02/2024 & 05/03/2024 - 06/02/2024.  Attempts to collect the monthly subscription fee due for 04/03/2024 were unsuccessful and the balance was carried over to the next billing on 05/03/2024.
  

  A charge of $4.20 was collected on 06/03/2024 consisting of $4.00 monthly subscription fee for the billing cycle of 06/03/2024 - 07/02/2024 plus $0.20 usage accumulated during the prior billing cycle.
  

  A charge of $28.40 was collected on 08/03/2024 consisting of $4.00 monthly subscription fee monthly subscription for the billing cycle of 08/03/2024 - 09/02/2024 plus $24.40 usage accumulated during the prior billing cycle.
  

  A charge of $10.00 was collected on 08/06/2024 $10.00 consisting of $10.00 prepay usage charge for overages accumulated during the billing cycle.
  

  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 $43.40 (consisting of all usage charges incurred from 02/03/2024 through 08/06/2024) 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.

• Initial Complaint

  Date:08/26/2024

  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.

  I signed up for the 3 free trial. I have one more day left until I get charged $12 for their service that I dont need. The option to cancel your account shows up under billing on your account, but when you press cancel it prompts you to chat with a representative. So, I call and then you are put on an extended pause and then an automated message says to go on the website to cancel, which puts you right back in the same loop of not being able to cancel because the website option doesnt work. There isnt an option to speak to a person when you reach out to customer service or support. I looked at the other review sites for MyFax trying to solve this issue. I reached out to support at myfax and socialsupport at myfax and they sent an automated message that shares a link to their webpage on how to cancel, which basically is logging into their website and clicking cancel under billing, which I reiterate again does not work. Thanks.

  Business Response

  Date: 09/03/2024

  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.

  Records show that there were no known issues that would have affected **************** ability to use the online Cancel My Account link or reach a live MyFax Customer Support Representative via online chat while the account was active.
  

  Customer contact records do show that as a courtesy, and in this case only, that MyFax support had accepted an improperly submitted cancellation request from ***************************** received via email on August 23, 2024.  After the receipt of proper verification information the account was closed as requested on August 26, 2024, billing ceased immediately (please note billing records show no charges had been incurred) and an email confirmation, containing the cancellation number ********* was sent to her (at the contact email address on file for the account) on August 27, 2024.
  

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

  The MyFax 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.
  

  As is standard with many online subscription services, MyFax customer agreement 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 $12.00 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 MyFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.
  

  We apologize for any less than satisfactory experience.

• Initial Complaint

  Date:08/22/2024

  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.

  eFax charged my CC after a free trial and I cancelled it as soon as I saw the charge. Called in to issue a refund and the customer service submitted a refund request. The Account was closed on 08/07/2024 and the cancellation confirmation number is *********. They closed my account and NEVER refunded my. money back. It has been more than 2 weeks now waiting for refund and when I call them again to check on refund the customer service says the refund was rejected and there is nothing I can do to get that money back!!!I need a full refund of $18.99 that was charged to my account since I did not even use the service that eFax closed it.My eFax number is **********.

  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 Plus account online on July 24, 2024, with a monthly subscription rate of $18.99 and a 7-Day Free Trial period with a trial period that would end on July 31, 2024, when billing for monthly service fees would commence.
  
  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 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.
  
  Onus of responsibility lies with the customer to be aware of the end of trial period and renewal dates for their account services and to contact eFax in a timely manner if they wish to cancel services any time during the trial period or current service term and before renewal charges for the next billing cycle.
  
  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.
  
  ******** ****** 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 August 6, 2024, when data shows the receipt of a cancellation request 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 e-mail confirmation, containing the cancellation number *********, was sent to ******** ***** (at the registered contact email address on file for the account) on August 7, 2024, upon the accounts 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 $18.99 (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.
  
  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 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.
  

• Initial Complaint

  Date:08/19/2024

  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.

  After multiple attempts to cancel the metrofax.com account via their forms, chat, customer service email, social media email they advertise, and others there is no response from this company which isn't new since previous communication has been hard to come by and the very long list of people who are trying to cancel only get the same boilerplate answer which is use the web form that doesn't work.

  Business Response

  Date: 08/27/2024

  Metrofax provides easy-to-use online options for account cancellations that are all available 24 hours a day 7 days a week; Metrofax chat representatives are available online at **************************************************** an online Cancel My Account link is available to subscriber accounts in current billing standing 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.
  

  ****************** Metrofax account has remained active as data shows no record of Hudgens submitting a cancellation request through the above-provided channels and completing the companys cancellation and verification procedures while active.
  

  Data shows that there were no reported issues that would have affected ****************** ability to use the online Cancel My Account link while his account was active and other Metrofax subscribers have been able to successfully use the online Cancel My Account link during the same time.
  

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