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:03/29/2023

  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 started a monthly subscription to my fax 10/12/22 to send my sleep study results to Veterans Affairs. After a successful transmission, I got on to try and cancel the account. After spending over an hour on the website, I could not figure out where to cancel. They make it hard on purpose so people cant cancel. So I reached out via email Im not sure what day but it was in the month of October. I told them I wanted the account cancelled. They emailed me back and said I can cancel online (which I already tried), cancel on chat (which I also tried via email) or phone. Every time I tried to call, the phone was disconnected when I pressed star to be connected with customer service. They have been pulling $12 out of my account every month since then. Yesterday, 3/28/23, I had a voicemail from them saying they tried to charge my card and it was declined. They left a different contact number so I was able to get a hold of someone. The man told me his name was *** and would not give me a last name. He also told me he cannot cancel my account til the 23rd as the $12 was pulled out last night. I told him I wanted to cancel my account now and I want my money refunded as they can see I have never used it but the first initial fax on 10/12/22. He told me they do not do refunds. They purposefully make it very difficult to cancel so now theyve taken $12 every month since October 2022. I asked to speak to a manager, and *** told me there is no manager to speak to and hung up the phone on me. I called the number back and spoke to a woman, I did not get her name, but she did give me a reference number (********). She let me know that I can cancel and made sure it was done. However, she informed me they do not to refunds. I am a disabled veteran living on a fixed income and a fax company has been taking money and refusing to cancel my subscription. This has caused hardship as I can barely survive on the disability I receive. My Fax #************ Phone # for business ************

  Business Response

  Date: 04/03/2023

  *********************** up for an MyFax account online on October 12, 2022, with a monthly subscription rate of $12.00 and a 14 Day Free Trial period that ended on October 26, 2022, when billing for monthly service fees commenced.
  
  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 anytime by providing the company notice by contacting MyFax customer support either via telephone or online chat or through the online Cancel My Account link (available via the customers MyFax web portal found); 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 e-mail 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. 
  
  MyFax provides easy-to-use telephone and online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via telephone at ****************-563-9212, ************ and ************ and the MyFax site and online Support page have the telephone numbers posted, while online MyFax chat representatives are available online at ******************************************* and an online Cancel My Account that is available to subscriber accounts in current billing standing and located via the customers MyFax 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 Ms. ******** ability to use of the online Cancel My Account link when her account was in current billing standing or to reach a live MyFax Customer Support Representative either via telephone or online chat and other MyFax subscribers have been able to successfully reach eFax support during the same time.
  
  Ms. ******** MyFax account had 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 prior to March 29, 2023, when data shows that ***************** had contacted MyFax support via telephone 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 her (at the registered contact e-mail address on file for her account)on March 30, 2023. 
  
  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 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; additionally explaining that each time full payment of the outstanding balance is not received by the payment due date a late fee of U.S. $4.95 may be charged to the account without further authorization or notice to the customer and that the customer agreed that the company may (at its option) accumulate services fees incurred during their monthly billing cycle and submit them as one or more aggregate charges during or at the end of each cycle.
  
  While we appreciate Ms. ******** position, MyFax policies and procedures were made clear to her when she signed up for a MyFax account online.
  
  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 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.
  
  And although a refund was found not to be applicable in this matter, records show that, as a courtesy, the MyFax representative assisting ****************** with the closure of her MyFax account on March 29, 2023, had submitted a refund request of $12.00 (consisting 1 monthly service fee) on her behalf and billing records show that the refund of $12.00 was issued to the effected credit card on March 30, 2023; the collection ID number for the reimbursement was ********* and the reflection of the funds onto Ms. ******** account is dependent on her credit card provider. We may suggest that ****************** follow up with her credit card provider in this regard.
  
  An additional refund was found not to be applicable in this matter,nevertheless, as an additional courtesy and in the interest of a mutually satisfactory resolution, an additional refund of $69.90 (consisting of 6 monthly service fees and 2 late fees) has been issued to the affected credit card.  The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. We again suggest that ****************** follow up with her credit card provider in this regard.
  
  Added with the previously provided refund of $12.00 issued on March 30, 2023, ****************** has received refunds totaling $81.90 and consisting of all charges incurred.

• Initial Complaint

  Date:03/27/2023

  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 am the Financial Officer for the ************************************* Back in 2019, we signed up for a MyFax account. Our account number is/was ***********. Our customer number is/was ********. Approximately one year ago, we cancelled the service as we have never used the MyFax service. This is easily verifiable. I, myself, am the one that cancelled the service via the companys chat option. On Wednesday, March 22, 2023, our debit card was charged $100.00. We did NOT authorize this charge as we cancelled the MyFax service approximately one year ago. I have sent emails and I called to have the $100.00 refunded to our debit card ending in x1995 since we did everything we were asked to do when we cancelled the service in 2022. When I spoke with **** on Thursday, March 23, 2023, he indicated the money would not be refunded. This is unacceptable! And, it is illegal! We cancelled the service and therefore, MyFax had NO right to charge our debit card. And, to dispute the charge with our bank would require a new bank account number for the organization and debit cards for all of our employees. It would be a HUGE mess to dispute the charge with our bank when MyFax is the one that charged our account WITHOUT our authorization. We are a small nonprofit trying to help hospice patients with end of life financial needs. To interrupt the flow of financial assistance to our patients would be detrimental to those we serve. This is also poor business practice and customer service on the part of ********************** and their parent company.

  Business Response

  Date: 03/31/2023

  After receiving this informal complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate CS departments.  We have concluded that the customer contact records for Hospice and *************** Foundations MyFax account with the assigned number ************ show no instance of any submission of any cancellation request in 2022 or prior to March 23, 2023, when contact data shows that *********************** had contacted MyFax support (via telephone) requesting to cancel the Hospice and *************** Foundations MyFax account and reporting to have previously canceled services.  The account was closed as requested, billing ceased immediately, and a confirmation e-mail, containing the cancellation number *********, was sent to Hospice and *************** Foundation (at the contact e-mail address on file for the account) the same day (March 23, 2023).
  
  The eFax customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, that customers must follow the instructions provided at www.efax.com/cancel to terminate their account; explaining that upon cancellation an e-mail 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.
  
  A review of customer contact records for Hospice and *************** Foundations MyFax account show no instance of any cancellation confirmation e-mail being sent out to them in 2022 or any record of any contact from **************** concerning the non-receipt of the cancellation confirmation e-mail.  **************** shows no record of any cancellation confirmation e-mail being sent to Hospice and *************** Foundations MyFax account in 2022, reasoning would dictate that they were (or should have been) aware that their MyFax account was still active that they would have followed up with customer support inquiring on the cancellation confirmation e-mail as denoted within the eFax customer agreement.
  
  And although a refund was not applicable in this matter, records for the Hospice and *************** Foundations MyFax account show that the ********************** representative assisting with the closure of the account on March 23, 2023, had submitted a refund request of $100.00 (consisting of the last annual service fee) on their behalf and billing records for the account show that the refund of $100.00 was issued to the effected credit card on March 27, 2023, and contact records show that Hospice and *************** Foundation was advised of the refund via e-mail (at the contact e-mail address on file for the account) the same day (March 27, 2023).  The collection number for the reimbursement was ********* and the reflection of the funds onto the Hospice and *************** Foundations account is dependent on the credit card provider. We may suggest that **************** or Hospice and *************** Foundation follow up with their credit card provider in this regard.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19855610
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/17/2023

  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.

  Dear Better Business Bureau,I am writing to report an issue with fax.com. On January 1, 2022, I requested the cancellation of my subscription, yet I have recently discovered that I have been continuously charged for this subscription. I have been charged a total of $117.89 for a service that I have not used since my cancellation request.I demanded an immediate refund of the total amount charged to my account since the date of my cancellation request. I believe this is a clear violation of your policy and a breach of trust on the part of your company.Despite repeated attempts to reach out to your company, I have not received a satisfactory response. I have been told that there will be no refund because you did not receive my email on January 1, 2022. Additionally, I have not accessed this account in over two years, making it all the more unacceptable that I continue to be charged.I urge you to investigate this matter and ensure that your company takes appropriate action to address these issues. I expect prompt and effective resolution of this matter. Thank you for your attention to this matter.

  Business Response

  Date: 03/28/2023

  ********************* signed up for a Fax.com account online on September 26, 2018.
  
  The Fax.com customer agreement (*********************************************************) makes clear, via Section 5 (Termination or Suspension) of the customer agreement, the cancellation process for the Fax.com services; pursuant to those terms a customer may cancel services at any time by contacting Fax.com customer support either via online chat (available at www.fax.com/cancel)and If the chat link does not appear in a few seconds to please email Fax.com support to cancel 24/7 at ***************;further explaining that the customers account would not be deemed terminated unless and until the customer has receive an e-mail confirming the termination of their account.
  
  A review of customer contact records show no instance of any cancellation confirmation e-mail being sent to ************** in January 2022 or any record of any contact from ************** concerning the non-receipt of the cancellation confirmation e-mail.  **************** shows no record of any cancellation confirmation e-mail being sent to ************** reasoning would dictate that she was (or should have been) aware that her Fax.com account was still active that she would have followed up with customer support inquiring on the cancellation confirmation e-mail as denoted within the Fax.com customer agreement.
  
  Moreover,customer contact records show no instance of any contact from ************** prior to March 7, 2023, when data shows that she had contact Fax.com support (via e-mail) requesting to cancel her Fax.com account and reporting to have previously canceled services.  A response was e-mailed to her on March 9, 2023, informing her that data did not show the receipt of any prior contact or cancellation request from her and that the Fax.com account was closed as of February 25, 2023, for non-payment due to the companys inability to successfully obtain payment for the accounts accrued balance through the date of account closure.
  
  Ms.****** Fax.com account had 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 while her account was active.
  
  The Fax.com customer agreement also make makes clear, via Section 11 (Charges) of the customer agreement, that all activation fees (also referred to as a sign-up fee), monthly service fees, usage fees, and/or storage fees are completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps;explaining that the customer agrees that the company may submit charges for monthly service fee each month without further authorization from the customer until the services are terminated in accordance with the company's cancellation and verification procedures (as may be established by the company from time to time in its sole discretion) and that such termination will not affect charges submitted before the company reasonably could act on the customers notice.
  
  Section 11 (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 Fax.com 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.  Regardless of usage Fax.com subscription fees are still applicable as the assigned Fax.com number and services are being provided while the account is active.  Much like cell-phone, cable, satellite,internet, or internet streaming media subscription fees, Fax.com 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 Fax.com services may not have been utilized during any given time, they were available while the account was active.
  
  While we appreciate Ms. ****** position, Fax.com policies and procedures were made clear to her when she signed up for the Fax.com account online.
  
  As is standard with many online subscription services, Fax.com 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 Fax.com customer agreement and must confirm that they have read and agreed by checking the I have read and agree to the above terms and the Customer Agreement box before the account can be activated.  The Fax.com 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 responsible for the negligence of the customer.
  
  Please also keep in mind that given the length of time from the date of the asserted cancellation to the date of the account closure, it would be reasonable that ************** had adequate time to contact her financial institution in order to institute any fee dispute reversals (or chargebacks) of any charges incurred and discontinue billing rather than allow charges for services to ensue; ************* was (or should have been) alerted to charges for Fax.com services through credit card account billing statements as provided by her credit card provider and it would be reasonable to expect (as well as the responsibility of) the customer to regularly review their statements and to contact either their financial institution, or merchant, in a timely manner in the event of any billing discrepancies.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding; as a courtesy and in the interest of a mutually satisfactory and speedy resolution, four refunds of $11.99 and two refunds of $9.99, consisting of 6 monthly service fees and totaling $67.94. The transaction ID numbers for the reimbursements are DOC018056295,DOC017967612, DOC017910615, DOC017796264, DOC017704746 and DOC017608714 and the reflection of the funds onto Ms. ****** account is dependent on the credit card provider.  We may suggest that ************** follow up with her credit card provider in this regard.
  
  If ************** can provide any info, such as any case or reference ID numbers from any support communication e-mail or the e-mail address from which she may have contacted customer support that hat leads to the discovery of a prior cancellation request, we will review the new data and reopen the case for further consideration.

• Initial Complaint

  Date:03/16/2023

  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 was over charged for 3 months for this service and asked for a refund based on this after I cancelled my account. They refused the refund and sent a request for $12 to their review committee

  Business Response

  Date: 02/12/2025

  We apologize for the delayed response to this matter and any difficulty it may have caused.  This unfortunate postponement was the result of this case being initially sent by the BBB to the incorrect recipient / entity.
  
  After receiving this complaint, in an effort to resolve this matter, Consensus Office of the President has reached out to ****** Roswell directly via email (at *********************** and the resolution for this case is pending their response so that we may facilitate a satisfactory conclusion.
  
  We apologize for any less than satisfactory experience and any inconvenience encountered and look forward to hearing from ****** Roswell.
  

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried the free trial on 9/29/2022 and the service didn't work at all. I cancelled the free trial on 9/30/2022, one day after signing up. On 3/6/2022 my credit card was charged for approximately 4 months worth of service which I never received. I asked for the fraudulent charge to be removed but they refused. I have since sent an email notifying them to cancel the service so that I have documentation of my service being cancelled, but they are refusing to cancel the service. This business is nothing more than a scam and should be shut down immediately.

  Business Response

  Date: 03/09/2023

  Records show that ******************* signed up for an MyFax account online on September 29, 2022, with a monthly subscription rate of $12.00 and a 14 Day Free Trial period that ended on October 13, 2022, when billing for monthly service fees commenced.
  
  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 anytime by providing the company notice by contacting MyFax customer support either via telephone or online chat or through the online Cancel My Account link (available via the customers MyFax web portal found); 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 e-mail 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. 
  
  Data shows that there were no reported issues that would have affected the cancellation process while ************** MyFax account was active; including the cancellation e-mail system and customer contact records show instance of any cancellation confirmation e-mail being sent to ************ during the trial period (or prior to March 7, 2023) or any contact from ************ concerning the non-receipt of the cancellation confirmation e-mail.  **************** shows no record of any cancellation confirmation e-mail being sent to *********** in September 2022 reasoning would dictate that he was (or should have been) aware that his MyFax account was still active.
  
  MyFax provides easy-to-use telephone and online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via telephone at *****************-563-9212, ************ and ************ and the MyFax site and online Support page have the telephone numbers posted, while online MyFax chat representatives are available online at ******************************************* and an online Cancel My Account link that is available via the customers MyFax 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 account had 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 prior to March 6, 2023, when data shows ************ contacting MyFax support via telephone;  the account was closed as requested, billing ceased immediately, and an e-mail confirmation, containing the cancellation number *********, was sent to him (at the registered contact e-mail address on file for his account) on March 7, 2023. 
  
  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 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 that each time full payment of the outstanding balance is not received by the payment due date a late fee of U.S. $4.95 may be charged to the account without further authorization or notice to the customer and that the customer agreed that the company may (at its option) accumulate services fees incurred during their monthly billing cycle and submit them as one or more aggregate charges during or at the end of each cycle and that such notice will not affect charges submitted before the company reasonably could act on such notice.
  
  Section 15 (Charges) of the MyFax customer agreement further makes clear that failure to use the account would not be deemed a basis for refusing to pay any charges; the MyFax 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 MyFax subscription fees are still applicable as the assigned MyFax number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, MyFax 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.
  
  The outstanding balance of $45.90 represents service fees that had validly accrued until March 6, 2023.
  
  While we appreciate ************** position, MyFax policies and procedures were made clear to him when he signed up for a MyFax account online.
  
  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 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.
  
  And although a refund was found not to be applicable in this matter, records show that, as a courtesy, the MyFax representative assisting Mr. *** with the closure of his MyFax account on March 6, 2023, had submitted a refund request of $16.95,consisting 1 monthly service fee and 1 late fee, on his behalf and billing records show that the refund of $16.95 was issued to the effected credit card on March 7, 2023; the collection ID number for the reimbursement was 249190026.
  
  An additional refund was found not to be applicable in this matter.
  
  If ************ can provide any additional information, such as any case or reference ID numbers, the day or time in, or telephone from, which he have contacted MyFax customer support or any e-mail address used to initiate any online chat sessions that leads to the discovery of prior cancellation request with MyFax customer support,through proper channels, we will review the new data for further consideration.

• Initial Complaint

  Date:03/04/2023

  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 have had an "eFax" account for many years. I always paid for the account annually. I determined this year I no longer needed this service and cancelled it. I realized I had been charged in early January (01/09/2023) by recurring charge on my debit / credit card account. I contacted eFax to see if they would be issuing a pro-rated refund. They stated no they would not refund the service. I contacted them by online chat and have attached the transcript of that chat to this submission. I feel it would be professional and appropriate to issue a prorated refund for unused services. I would even be willing to accept a cancellation fee of some sort. But to simply say no we are taking your money and not refunding any portion of it is simply greedy and unconscionable.

  Business Response

  Date: 02/21/2025

  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.
  
  The eFax customer agreement (***************************************************) makes clear, via Section 16 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps.
  
  Likewise, the eFax customer agreement makes no provision for either monthly or annual service fees being waived or prorated if a customer decides to close the account prior to the end of the service term.
  
  eFax 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.
  
  eFax policies and procedures were made clear to ******* ******** when signing up for an eFax account online.
  
  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the  Contract Acknowledgement 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.
  
  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 check for a prorated amount of $151.92 has been issued and and sent to Ms. ******** via U.S. postal mail.  We ask that Ms. ******** please allow 4 6 weeks for delivery.
  
  The prorated refund is based on the months of active service at the standard monthly subscription rate of $18.99 subtracted from the annual service fee of $189.90.  Records for ******* Hamiltons eFax account show that the annual service term had renewed as of January 7, 2023, and the account was requested closed as of March 3, 2023.  Thus the prorated refund is calculated as $189.90 [annual rate] minus ($18.99 [standard monthly rate] x 2 [months of active service]) or $189.90 minus $37.98, leaving a remainder of $151.92.
  

  Customer Answer

  Date: 02/23/2025

   
  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.
  

  The business states they are sending a check, which has not yet been received. I am taking the business on faith that they will follow through as stated.

  The timeline for check delivery of 4-6 weeks seems excessive.

  I appreciate the follow through from BBB.

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

• Initial Complaint

  Date:02/28/2023

  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.

  MyFax has charged me $12.00 on a date appearing as Feb 05, 2023 in my banking app without my consent. I signed up for a free trial with My Fax. I took multiple actions in order to cancel my trial with MyFax, and one of these actions included emailing MyFax in order to cancel such trial. MyFax must refund this $12 right away or I will have to take further actions. Additionally, it is implied/accused in some way, by a city/government office in *************, that MyFax did not actually send the faxes that I transmitted during their free trial, as such city/govt office is saying/implying my documents which were faxed weren't received.

  Business Response

  Date: 03/07/2023

  Records show that *********************** signed up for an MyFax account online on October 27,2022, with a 14 Day Free Trial period that ended on November 10, 2022, when billing for monthly service fees commenced.
  
  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 anytime by providing the company notice by contacting MyFax customer support either via telephone or online chat or through the online Cancel My Account link (available via the customers MyFax web portal found); 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 e-mail 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. 
  
  MyFax provides easy-to-use telephone and online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via telephone at *****************-563-9212,************ and ************ and the MyFax site and online Support page have the telephone numbers posted, while online MyFax chat representatives are available online at ******************************************* and an online Cancel My Account that is available to subscriber accounts in current billing standing and located via the customers MyFax 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 had 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 while the account was active.
  
  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 e-mail confirmation, containing a cancellation number, will be sent to her (at the contact e-mail address on file for the account) within 24 hours of the account closure.
  
  While we appreciate Ms. ******* position, MyFax policies and procedures were made clear to her when she signed up for a MyFax account online.
  
  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 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.
  
  A refund was found not applicable in this matter; nevertheless, as a courtesy and in the interest of a mutually satisfactory and speedy resolution, a refund of $24.00 (consisting of all charges incurred) has been issued to the affected credit card.  The collection number for the reimbursement is ********* and the reflection of the funds onto Ms. ******* account is dependent on the credit card provider.  We may suggest that she follow up with her credit card provider in this regard.
  
  Additionally data shows that there were no reported issues that would have affected Ms. ******* ability to send faxes and records indicates that her MyFax account was fully functional and working properly while active. Likewise, activity records for her MyFax account show that all four outbound faxes sent from her account (while active) were successfully transmitted to the intended destination number and successful send receipts should have be e-mailed to her the same day as transmissions. We may recommend that the intended recipient investigate the matter further with their carrier or fax service to determine if may be experiencing any issues with receiving transmissions.

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19370492
  
  I am rejecting this response because:

   

  Response is repeatedly insulting and untrue for no reason other than to exhaust me. Company repeatedly misgenders me calling me a "Ms."  and "her" despite being both born male and continuing to be a male. Company accuses me of either not engaging in a cancellation process when I did, OR is claiming that their cancellation process is contingent on them choosing to comply with my demands or choosing to make me submit to theft. Based upon this behavior, I cannot assume that MyFax will return the money they have stolen from me and stop stealing, but once they do, the most important part of the complaint will have been resolved.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/08/2023

  We sincerely apologize for the use of the wrong honorific in our prior response and any inconvenience it may have caused; it was completely unintentional.
  
  We have again reviewed this matter and our response remains the same. 
  
  In response to Mr. ******* concerns, the company reiterates records show no instance of him submitting any cancellation request through proper channels while his MyFax account was active.
  
  And although customer contact records show that **************** had submitted an e-mail on January 28,2023, requesting to cancel his account; a response from MyFax customer support was sent to him the same day (January 28, 2023) advising him that his cancellation can be completed online by using the "Cancel My Account"link and providing instructions.  Data shows no further communication was sent or received with reference to this e-mail message.
  
  Please keep in mind onus of responsibility lies with the customer to be aware of, follow and complete proper cancellation procedures as set forth within the MyFax customer agreement (to which the customer acknowledged to have read and accept as a condition of activating service).
  
  That said, in light of our previously issued courtesy refund and waiver of the company's verification and cancellation procedures and the agreed and accepted no-refund policy, the company believes this matter has been properly addressed in accordance with the accepted policies and procedures and considers it closed.

  Customer Answer

  Date: 03/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** is repeatedly writing me messages on this BBB portal that advocate for them being able to steal my money or to be able to aggravate me in other ways, and it appears to be accusing me of not cancelling an alleged service plan with MyFax when I did. However, my money appears to be back and it is suggested, but not proven, that MyFax will not be stealing my money any more. Therefore, it is not worth continuing to respond to the messages here and the financial part of this complaint appears to resolved as of this minute on March 09 of looking at my bank's web portal. If MyFax were to continue to take any money after this, then, it means the complaint is not resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/27/2023

  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 charged a total of $385.59 by this company since May 21. I have NEVER had an account with eFax and this was verified by customer support. I have been trying for a year to get them to stop charging me and refund my money. To no avail and yesterday attempted to charge me again but this time it was 3 times the usual $16.90. I am fed up and I want a refund immediately!

  Business Response

  Date: 02/12/2025

  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.
  
  We also apologize for any less than satisfactory experience and any inconvenience encountered, as well as thank **** ****** for their patience and understanding.
  
  Records show that the eFax account in question had been closed on February 27, 2023, as requested via contact from **** ****** with eFax customer support via social media.  Billing records for the account show that a refund of $106.59, consisting of the last for charges incurred, had been issued to the affected account on February 28, 2023.  The collection ID number for the reimbursement was 248907198.
  
  Because of the payment method (CashApp) utilized for the eFax account, in order to provide any additional consideration, additional information for ownership verification was requested from **** ****** by eFax customer support via email (at ************************** on February 28, 2023, March 1, 2023, March 2, 2023 and March 6, 2023; the resolution for this case is pending their response so that we may facilitate a satisfactory conclusion.
  

• Initial Complaint

  Date:02/23/2023

  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.

  Company refusing to Port (release) my existing fax number to a new company. By FCC law, carriers are required to allow customers to keep their existing phone number. Consensus is attempting to keep customers from leaving by holding their numbers hostage. I was a costumer with Consensus since 4/2022. They have refused my request to enable porting on my number. This is detrimental to my business as clients already have established this number.

  Business Response

  Date: 02/24/2023

  The Commissions number portability rules only apply to services classified as telecommunications services or interconnected **** services under the Telecommunications Act of **** (the Act). Consensus Metrofax service is neither: it is a standalone facsimile service that is considered to be an information service under the Act.  As such, this service offering is not subject to the Commissions number portability rules.
  
  Instead, as a courtesy to our customers, Consensus has established voluntary porting policies and procedures that are reflected in Section 18 of the Metrofax Customer Agreement (available at *****************************************************).  Pursuant to those terms, a customer who ported in his or her facsimile number may request that the number be ported out.  However, a customer may not port out a facsimile number that originated from Consensus own inventory.  In such instances, Consensus had provisionally assigned its own facsimile number to the customer, specifically for use with the ********************** service and with the expectation that, upon service discontinuation, that facsimile number will return to Consensus inventory for reassignment.  This is the case for the number-in-question, which Consensus provisionally assigned to ********************** account.
  
  While we appreciate ********************** position, Metrofax policies and procedures were made clear to him when he signed up for the Metrofax account. 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 is not responsible for the negligence of the customer.
  
  ********************** respectfully submits that *************************** is not legally entitled to the relief sought;however, as a courtesy, the number-in-question will be released and ***************************.

• Initial Complaint

  Date:02/23/2023

  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.

  Efax keep go my account I don't have efax they take money out my account I do not have the got my account number

  Business Response

  Date: 02/04/2025

  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 more than one MyFax account was voluntarily signed up for online in October, November and December 2022 utilizing the name ***** *******, the billing address ************************************* (the same mailing address provided for ***** ******* in the BBB matter) the email ********************* (the same email address provided for ***** ******* in the BBB matter) and contact telephone number ************ (the same telephone number provided for ***** ******* in the BBB matter)
  
  A review of these accounts show that this was the only information (name, address, e-mail and telephone number) ever associated some of these MyFax accounts for its duration and the information provided at the time of sign *** passed the MyFax internal fraud safeguards as well as being approved by ***** ******* credit card company as being valid.
  
  Sign up and activation of MyFax accounts require the complete submission of all credit card information, which includes the credit card number, expiration date, billing address and CVV (the *** digit code on the front or back of the physical credit card).
  
  Data further shows that the ** addresses used at the time of sign up to be a geographical location within **********; the same geographic location for the mailing address provided for ***** ******* in the BBB matter.
  
  All of these factors seem to indicate that these MyFax accounts in question may not have been set up fraudulently.
  
  While it is not impossible, it is highly improbable in cases of ordinary fraudulent account set-*** that third party perpetrators would utilize the same personal email address and / or telephone number of the victim, as any contact to the e-mail address or telephone number made in reference to the fraudulently set up account would be received by the victim; therefore alerting them to the activity.
  
  Billing records for these MyFax account show that attempts to collect the validly accrued charges accordingly were unsuccessful and the accounts were closed due to non-payment; billing for these accounts ceased immediately (please note no charges were incurred) and the outstanding balances waived
  
  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 accounts had remained active and accrued charges accordingly as data shows no record of any submission of cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures while active.
  
  If in the event that ***** ******* did not sign up for any of these MyFax accounts, we would then recommend that ***** ******* work with the credit card provider or financial institution 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.