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:06/23/2025

  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.

  On 6/19/25, I became aware of a charge from 6/17 in the amount of $71.87 to my card from a Merchant I have never previously interacted with whatsoever, listed as CCSI EFAX, in **********. Upon contacting the company's support department via online chat, I informed the ***resentative of my concern and after providing 2 personal email addresses at their request, he informed me they had no account tied to either. After asking for a partial card number, he sent me what appeared to be a pre-typed response indicating my account was canceled at my request and they sent the refund request totaling $71.87 to their finance department for review and if approved, I should expect a refund within 3-15 days. And sent it to my email. I responded back to the ***resentative asking what email it was sent to and stated I never requested an account cancellation as I have never had an account with their company and further told them they were scamming me and that they better refund all charges like now. And the *** came back on the chat while lying to me saying he told me that the account was fraudulent because none of the emails I provided were used and so on and I said no you did not include any of those details otherwise I wouldn't have accused you of such. And while I was typing more questions and to tell him that nevertheless, you stated yourself the account was fraudulent in nature so there should not be any review required from the finance department and instead an immediate refund should be issued to me for the total amount, the *** ended the chat! This is unacceptable. And from what I can see, this isn't the first time a similar instance has happened.

  Business Response

  Date: 07/02/2025

  We apologize for the less than satisfactory experience and any misunderstanding and inconvenience these issues may have caused. 
  
  Records show that ******** ********* had contacted eFax Customer Support via online chat on June 19, 2025, concerning charges for the eFax services and based on satisfactory evidence the account in question was closed for fraudulent sign up and the assisting eFax representative submitted a refund request of $71.87 (consisting of all charges incurred) on Cheyenne ********** behalf and billing records show that the refund of $71.87 was issued to the affected credit card the next day, June 20, 2025.  The collection ID number for the reimbursement was 273061748.
  
  We apologize for any miscommunication, as the email follow-ups that were sent using pre-generated templates and thank ******** ********* for their patience and understanding as well as for taking the time to report their experience, so that we can investigate these matters and seek improvement.  We are taking Cheyenne ********** reported comments and feedback under advisement and will have it further reviewed by the appropriate departments to see that we take the necessary steps to improve the customer support process and experience.
  
  We would also recommend that ******** ********* work with the credit card provider to take measures to protect the account; as is the case with fraudulent accounts, the credit card information was compromised before it was used to sign up for the Consensus service.
  
  Please note that the Consensus does utilize internal fraud safeguards in order to deter fraudulent sign **** however, please keep in mind that any pre-authorization or charges submitted to the credit card are approved by the credit card provider and the company has no effect on the acceptance or decline of the charges. It is ultimately the obligation of the credit card provider to decline charges and the company cannot be held responsible for the actions of any third party perpetrating fraud and is also a victim in these types of matters.

• Initial Complaint

  Date:06/11/2025

  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 had Myfax for quite some time and recently was getting my billing information ready for a reimbursement from my place of employment. I realized I was charged $56.21 in one month for service that I typically pay $12.97 for! On 6/10/2025 I attempted numerous times to reach out to the company via telephone and they no longer have customer service over the phone. I then reached out via chat and one person disconnected the chat completely before even getting a response and the second chat I waited over 30 minutes and was told they were closed (even though their hours they showed were NOT after hours). I then sent an email to all the email addresses listed and found a number on ****** *************) and this was answered by a Ms. ******** She informed me that the extra charges were due to overage use...which I knew I had only attempted ONE fax of 2 pages in the entire month of April! I explained that and she said she would call me back within 30 minutes. That didn't happen. When I came into work today 6/11/2025 I had several emails that wanted me to do reviews of my "customer service" from those chats, and another explaining that I went over on usages. I then got on another chat with this fraudulent company and had a chat with ****** B who also informed me this "Your plan is $12 per month and includes 100 pages in and 100 pages out each month. Between 04/09/2025 - 05/09/2025 you send 411 pages when adjusted for duration. Each additional page is 10 cents each charged in $10 increments" and "When sending or receiving faxes you are charged per page or per minute of transmission time as long as we are connected to the other machine. Unfortunately in this case the receiving machine was slow or had an issue so you were charged for the time spent connected. This amounted to 411 pages." It was a 2 page fax!!! They wanted to credit my account for future use and I absolutely do NOT agree with that I cancelled and a refund is due! This company should be shut down for fraud!

  Business Response

  Date: 06/18/2025

  Records show that Stephanie Nichols signed up for a MyFax account online with a monthly subscription rate of $12.00 (plus tax) that included 100 inbound fax pages and 100 outbound fax pages.
  
  The MyFax customer agreement (https://www.myfax.com/legal/terms) makes clear, via Section 2 (Service Usage Terms) of the customer agreement, that faxes sent in excess of the customer’s 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 customer’s 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 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 customer’s Usage Prepay Amount would be forfeited and non-refundable.
  
  MyFax policies and procedures were made clear to Ms. Nichols when signing up for the 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 MyFax 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 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 outbound activity logs for Ms. Nichols’ MyFax account show that the equivalent of 441 billable fax pages were sent or attempted during the billing cycle of April 9, 2025 - May 9, 2025; the cumulative total of the outbound fax pages were in excess of the included 100 outbound fax page allotment and as such multiple prepay charges of $10.00 were collected accordingly for the overages; leaving any remaining prepay balance on the account for later use.
  
  Please note that transmission time and success of outbound faxes can be affected by any of the following factors such as Fax Quality (Faxes sent in "Fine" are better quality transmission but are slower. Faxes sent in "Standard" are faster transmission but lower quality), Line noise (Stray signals on the recipient's fax line can interrupt & delay a fax transmission), Low recipient baud rate (MyFax normally sends outbound faxes at 14400 bps. However, if the receiving fax machine operates at a lower baud rate, the transmission time is limited to the slower rate) and Large fax size (transmission time is directly proportional to the size of the file you are sending. Note that files containing graphics are usually much larger than simple text faxes).
  
  Please be aware that the above factors apply to outbound faxing in general, and are not limited to faxes sent through MyFax.  In other words, a fax sent through MyFax will have approximately the same transmission time as one sent through a traditional fax machine at the very same moment. Also, be aware that the transmission time may vary significantly even when the same fax is sent multiple times to the same destination.
  
  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution a refund of $56.21 (consisting of 1 monthly service fee and 4 $10.00 prepay usage charges) has been issued to the affected credit card.  The collection ID number for the reimbursement was 272849976.
  
  We apologize for any less than satisfactory experience and are taking the reported comments and feedback under advisement and will have it 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:06/09/2025

  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 had used this service to establish a fax to use as a Medical Provider. I have not used this service in over a year and a half. I cancelled this service by phone in 2024. Within the past three months, I suddenly received a bill for over 400 dollars in fees. When I contacted them and asked what this bill was about. I found that they were continuing to charge my debit card for the "rental of the fax number". They actually were not able to charge my card as my original card was stolen. I had already cancelled the account, and the representative told me that I had to "email" them the cancellation. So, I emailed them the cancellation, yet they are still charging me and trying to recover "rental fees" for a number that has not been used in over a year and a half. I have a few questions If they were unable to recover the rental fees, why did no one notify me prior to this? Why was I being charged for a service I didn't use? Why was my cancellation not honored?

  Business Response

  Date: 06/26/2025

  Records show that Gardens At ****** signed up for an eFax Corporate account on December 1, 2023.
  
  The eFax Corporate Customer Agreement (*************************************************************************************) makes clear, via Section 17 (TERM AND TERMINATION) that a customer may terminate services at any time upon written notice. 
  
  Gardens At Strouds eFax corporate account had remained active had remained active and accrued charges accordingly as data shows no record of a cancellation request being submitted in writing by the registered account administrator prior to March 7, 2025, when data shows the receipt of a cancellation request for ****************** eFax corporate account as received via email from ******************.  The account was closed then scheduled to close on the last business day of the current month and an email confirmation, containing the cancellation case number ********, was sent to ****************** on March 10, 2025.
  
  The outstanding balance of $427.05 represents service fees that had accrued until March 2025.
  
  Failure to use the account would not be deemed a basis for refusing to pay any charges; the eFax Corporate 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 Corporate subscription fees are still applicable as the assigned eFax Corporate number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, eFax Corporate 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.
  
  eFax Corporate policies and procedures were made clear to *********************** when they signed up for an eFax corporate account.
  
  Pursuant to the agreed, accepted and legally binding contract, a waiver of the outstanding balance was found not to be applicable in this matter; nevertheless, as a courtesy, and in the interest of a mutually satisfactory resolution, Gardens At Strouds outstanding account balance has been waived and collections have been removed.
  

• Initial Complaint

  Date:05/23/2025

  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 complaint is for e-fax. At 6:24pm on 5/22, I received an email stating I requested an e-fax password reset. I did not.I opened the e-fax account on 2/10 and cancelled it shortly after through the App Store for *****. I was only billed for 1 month and assumed my account was closed.After the email came in about the password reset, I called e-fax. The original *** was extremely unhelpful and told me I had been paying for the service the whole time, even though ***** and my credit card said otherwise. She refused to cancel my account and told me I had to go through apple.A Supervisor named ****** told me the same thing on my voicemail while I was on the phone with *****. ***** confirmed everything on their end was closed. They had me 3 way call e-fax.A *** by the name of ******* answered, closed the account without issue an hour after my first call, and said someone may have tried to hack my account when they requested the password reset.This was alarming. I asked her if she could see someone trying to sign in with my email or the fax number, because I could see someone putting in my fax number on accident if theirs was similar. I only used this service once to send faxes to a credit card company, so it was very disturbing to think someone might be trying to hack me.She said she would look into it with the fraud department and call me back shortly with information.Over an hour later, my husband called back to follow up and another *** answered. She was extremely rude and basically brushed us off, stating there was no way to tell if someone tried with the fax number or the email, since the account was closed.I want answers. Was the attempt to sign in around 6:24 EST my email or the fax number? I am very concerned this is a fraudulent service who is not respectful of consumers personal and private information. No one should have to call 3x in over 2.5 hours and still not have answers when their privacy is at stake.

  Business Response

  Date: 05/30/2025

  We apologize for any less than satisfactory experience and any inconvenience encountered, as well as thank Ms.  ******* *. for her patience and understanding.
  
  Although a follow up call to Ms. ******* *. inquiry may have not been conducted, our customer contact records do show that assisting eFax Customer Support Representative had sent an email follow up to her (at ***************************** on May 22, 2025, advising her that after a review of the account the company can confirm that no fraudulent activity was found to be done on or with the account.
  
  Following receipt of the complaint, further attempts were made to contact Ms. ******* *. by telephone to address the issue. These attempts were unsuccessful, and voicemail messages were left.  Should further discussion be desired, we invite Ms. ******* *. to return any of the voicemail messages or emails.
  
  We are also taking the reported comments and feedback under advisement and will have it further reviewed to see that we take the necessary steps to improve the customer support process and experience.
  

• Initial Complaint

  Date:05/20/2025

  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.

  I have attempted to cancel my account through available methods provided by the business and have been unsuccessful.1. Cancel via App Settings: The app crashes and closes every time I try to cancel through account settings.2. ****** via Website: Im unable to reset my password due to a broken submit button on the password reset page, leaving me locked out.3. Customer Support Chat: The companys website and FAQs state that online chat is an option for cancellation, yet there is no accessible chat feature available.I believe this company is intentionally making it difficult for customers to cancel their accounts, which feels deceptive and exploitative. I am requesting immediate cancellation of my account and written confirmation. If this is not resolved, I will consider further escalation.Desired Resolution:Immediate cancellation of my account Written confirmation of cancellation Assurance that no further charges will occur Account Email: **********************

  Business Response

  Date: 05/22/2025

  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 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 there were no reported issues that would have affected Ms. ************ ability to use the online Cancel My Account link or reach a live eFax Customer Support Representative via telephone or online chat while the account was active.
  
  As a courtesy, the companys verification procedures have been waived and Ms. ************ eFax account has been closed pursuant this BBB matter; billing has ceased and an email confirmation, containing a cancellation number, will be sent to Ms. ********** at the contact email address on file for the account) within 24 hours of the account closure.
  
  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.
  
  eFax policies and procedures were made clear to Ms. ********** 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 $9,50 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.
  

  Customer Answer

  Date: 05/22/2025

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

• Initial Complaint

  Date:05/16/2025

  Type:Delivery 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 is not allowing users to reset their passwords in order to access their account, to stop unwanted marketing faxes from being sent. They also will not respond to customer service requests, and their help form leads to a website.

  Business Response

  Date: 05/22/2025

  Customer contact records show that ******************** Customer Support has recently been in contact with ******** ******* and have addressed his concerns. 
  
  We apologize for any less than satisfactory experience and any inconvenience encountered, as well as thank Mr. ******* for his patience and understanding and for taking the time to report his experience, so that we can review these matters and seek improvement.  
  

• Initial Complaint

  Date:05/07/2025

  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 started a business with someone and i was only in it for 2 months while i was working the owner asked me to get Metrofax i did when i left she was going to cancel it and never did i have been paying $10.95 a month for 14 years and never used this service and i fell i deserve a refund for services never render.

  Business Response

  Date: 05/15/2025

  Records show that *** ****** signed up for a Metrofax account online on February 23, 2016, with a monthly subscription rate of $7.95 that was increased to a $9.95 monthly subscription rate beginning June 23, 2022.
  
  The Metrofax customer agreement (*****************************************************) makes clear, via Section 15 (Charges) of the customer agreement, 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; 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 15 (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 Metrofax 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 Metrofax subscription fees are still applicable as the assigned Metrofax number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, Metrofax 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.
  
  The Metrofax customer agreement also makes clear, via Section 9 (Termination) of the customer agreement, that accounts are to be canceled in accordance with the companys verification procedures and that MetroFax customers must follow the instructions provided at *************************************************************** 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 e-mail is received.
  
  Metrofax policies and procedures were made clear to Mr. ****** when signing up for the Metrofax account online.
  
  As is standard with many online subscription services, the Metrofax 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 Customer Agreement and Privacy Policy box before the account can be activated.  The Metrofax 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 agreement for subscriptions are comparable to other online subscription services such as ******* and Hulu, in which fees are billed in advance and are completely non-refundable and there is no provision for refunds or credits or proration of fees if the services are not utilized during any given period or if an account is closed prior to the end of the service term.
  
  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 ******************************************* and 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.
  
  And although our customer contact records show that Mr. ****** had submitted an email to Metrofax Support on November 21, 2020 and January 24, 2021, requesting to cancel his account; a response from Metrofax support was sent to him advising him that due to security verification to contact Metrofax via chat support in order to cancel his service.
  
  Mr. ******* Metrofax account had remained active and accrued charges accordingly as data shows no record of him completing the companys verification procedures prior to May 7, 2025, when data shows he had contacted Metrofax Support via online chat, requesting to cancel his account.  The account was closed as requested, billing ceased immediately, and an email confirmation, containing the cancellation number ********, was sent to him (at the registered contact email address on file for the account) on May 8, 2025.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; records for Mr. ******* Metrofax account shows that the Metrofax representative assisting with the account closure on May 7, 2025, had also submitted, as a courtesy, a refund request of $10.92 (consisting of 1 monthly service fee) on Mr. ******* behalf and billing records show that the refund of $10.92 was issued to the affected credit card on May 13, 2025.  The collection ID number for the reimbursement was 271928339.
  
  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, the company has retroactively applied the date (November 24, 2020) of Mr. ******* email as the intended cancellation date for his Metrofax account and have issued additional refunds of $509.15 and $11.65 (consisting of all charges incurred after that date) to the affected credit card. The collection ID number for the reimbursements are ********* ($509.15)  and ********* ($11.65) and the reflection of the funds onto the account is dependent on the credit card provider. 
  
  Subsequently, Mr. ****** has been issued refunds totaling $531.72, consisting of 54 monthly service fees, 4 late fees and taxes.
  
  Please also keep in mind that Mr. ***** was (or should have been) alerted to charges for Metrofax services each month through credit card account billing statements as provided by the credit card provider.  It would be reasonable to expect (as well as the responsibility of) the customer to regularly review their statements.  And given the length of time from the date that the account was activated to the date of closure, it would also be reasonable 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 for services to ensue. 
  

• Initial Complaint

  Date:05/05/2025

  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 requesting that the BBB intervene and assist in facilitating a resolution. At a minimum, I would like the following:A clear explanation from ******** about the current service disruption and expected time to resolution.A review of their customer service practices and response policies.Consideration of a refund or account credit for the period in which the service has been inaccessible.

  Business Response

  Date: 05/13/2025

  Customer contact records show that ******** Customer Support has recently been in contact (via email) with ******* **** and have addressed his concerns. 
  
  Mr. **** was advised that data did show that the ******** website had experienced a short outage in April 2025 that was resolved within ************************************************************* the assigned ******** telephone number's ability to receive inbound faxes or send outbound faxes via email. 
  
  Mr. **** was also advised that when possible to please clear his current browser's cache and cookies in order to mitigate any possible ******** website issues.
  
  For immediate assistance, ******** Customer Support Representatives are available 24 hours a day 7 days a week via online chat at ********************************************; wait for the Live Chat widget to appear at the bottom right corner of the page within the next ***** seconds.
  
  We apologize for any less than satisfactory experience and any inconvenience encountered, as well as thank Mr. **** for his patience and understanding and for taking the time to report his experience, so that we can review these matters and seek improvement.  
  
  A courtesy credit of $28.59 (consisting of 3 monthly service fees) has been applied to Mr. Conns ******** account. 
  
  We are also taking the reported comments and feedback under advisement and will have it further reviewed to see that we take the necessary steps to improve the customer support process and experience.
  

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Changed my plan saying it was 30 days free for a hippa plan. I within 2-3 weeks. I had to email multiple times to get the account canceled. I contacted them multiple times asking questions for a bill I received. It was not clarified what the exact charges were. I was told they would fix the invoice, and they never did. They were terrible to get ahold of or get customer support. I reached out many times. They sent the account to collections, I submitted my evidence, and the collections company doesnt even respond to my dispute. I just keep getting the auto generated pay this bill. I asked several times about my dispute and was responded to telling me inaccurate info about my plan dates (I was told: "Please be advised that the balance due is from before cancellation. Accountwas closed the last day of February2023. You did receivea 30-day free trial for the fax line in January, and you only were invoiced for the overage/usage. Then you were charged port out fees and their final invoice balance in February" meanwhile the account was created end of Jan for 30 days free), and when I asked to speak to a manager was told "Good day Mrs. ***** We have already gone through all the necessary process to respond to your dispute. If you are not satisfied with the response, then you should contact Zillow directly. We do not have access to managers' phone numbers."I dont even know what the company ****** has to do with this fax account? Dates of info: Enrolled 1-25-23 for a 30 day free trial on the cooperate fax account (had been with efax for many years)- welcome letter attached shing stat date. Emails starting 2/9/23 asking why i was receiving a bill, that i was on a free trial and a ***ly from *** 2/16/23 saying she would credit the acct- attached Continuously asked and Canceled 2-22-23 and confirmation of closure was provided to me 2/27/23- attached 30 day free trial ***orted by ***** ********

  Business Response

  Date: 05/06/2025

  After a thorough review conducted by Consensus Office of the President in collaboration with relevant departments, the outstanding balance on the Integrative Psychotherapy and ******************* eFax Corporate account has been waived, and collections have been removed based on the specifics of the case.
  
  We apologize for any less than satisfactory experience and inconvenience encountered as well as thank Integrative Psychotherapy and ****************** and **** **** for their patience and understanding.
  
  We are taking the reported comments and feedback under advisement and will have it further reviewed to see that we take the necessary steps to improve the customer support process and experience.

  Customer Answer

  Date: 05/06/2025

   
  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. They reached out to me and gave me answers and we am were able to correct the issue. They worked timely. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/24/2025

  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.

  I signed up with eFax on Apr 23 2025 under their special plan for $5 for the 1st month which would allow 1000 faxes a mo. I sent 2 faxes for a total of 70 pages. I was then charged an additional $10 fee for what they claimed was extra usage fees when I contacted them. They have some screwy system where they charge you per page based on how long it takes to send a page so if it's 1 page it's 30 seconds but if it takes longer they bill you for another page for each 30 sec increment! They claimed they sent 267 pages which is still well under 1000 but they have some screwy usage system they charge you that's NOT mentioned when you signup so you don't know until you get charged! I have no control over how long it can take to send a ******** took them over 3 hrs to send these two 35 page faxes which is ridiculous! I told them I was cancelling and I wanted a full refund due to their dishonest and shady way of doing business. They said they'll send it to their review **** to determine if they'll honor my request or not! This company is a SCAM operation and how they've been allowed to stay in business is beyond me as they should be SHUT DOWN for the way they mislead and RIP people off! I attached screenshots of their plans and payment screens so you can see there is NO MENTION of how they calculate their usage fees! All I want is my REFUND but they should be SHUT DOWN for the way they operate!

  Business Response

  Date: 05/02/2025

  Records show that ****** ******** signed up for an eFax account online on April 23, 2025, with a monthly subscription rate of $18.99 that included 170 inbound fax pages and 170 outbound fax pages and a special introductory offer of $5 for the first month of service. 
  
  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.
  
  ******************** policies and procedures were made clear to ****** ******** when signing up for the 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.
  
  The outbound activity logs for ****** Hamsteads eFax account show that the equivalent of 267 billable fax pages were sent or attempted during the accounts first day of activation; 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 were collected accordingly for the overages; leaving any remaining prepay balance on the account for later use.
  
  Transmission time and success of outbound faxes can be affected by any of the following factors such as Fax Quality (Faxes sent in "Fine" are better quality transmission but are slower. Faxes sent in "Standard" are faster transmission but lower quality), Line noise (Stray signals on the recipient's fax line can interrupt & delay a fax transmission), Low recipient baud rate (eFax normally sends outbound faxes at ***** bps. However, if the receiving fax machine operates at a lower baud rate, the transmission time is limited to the slower rate) and Large fax size (transmission time is directly proportional to the size of the file you are sending. Note that files containing graphics are usually much larger than simple text faxes).
  
  Please be aware that the above factors apply to outbound faxing in general, and are not limited to faxes sent through eFax.  In other words, a fax sent through eFax will have approximately the same transmission time as one sent through a traditional fax machine at the very same moment. Also, be aware that the transmission time may vary significantly even when the same fax is sent multiple times to the same destination.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; records for ****** Hamsteads eFax account shows that the eFax representative assisting with the account closure on April 24, 2025, had also submitted, as a courtesy, a refund request of $15.00 (consisting of all charges incurred) on ****** Hamsteads behalf and billing records show that the refund of $15.00 was issued to the affected credit card on April 26, 2025.  The collection ID number for the reimbursement was 271608813.
  

  Customer Answer

  Date: 05/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I don't agree that they clearly explain how they calculate usage fees I did get a refund of $15. I will never use them again as I still feel they are scamming people because I've used other fax services and never been charged for pages that didn't go thru repeatedly! As a consumer we have no control over how well their equipment is going to perform so to charge someone for failed attempts is an unfair practice. It shouldn't take 267 attempts & 3 hours to send 2 faxes of 35 pages each. If the 1st attempt hadn't take so long I wouldn't have had to try a 2nd resend. I've sent similar size faxes at other places and it's never taken more than 5-10 minutes tops and I've never been charged for failed attempts. Maybe big companies don't care about being charged that way but as a normal consumer I DO so I will take my business elsewhere.

  
  Sincerely,
  
  ****** ********