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:02/16/2023

  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.

  My rep at efax, recommended I transfer my account to consensus, their HIPAA complaint fax platform. It was an awful transition with no support. Efax and consensus double billed for 4 months. After months of emailing consensus, they replied the double charge was just. Now, I am trying to cancel my account and port my existing fax number. I am receiving no support or reply to my emails

  Business Response

  Date: 02/22/2023

  We have reviewed the matter concerning the porting and determined that a port request for the number in question has been received and approved as of February 17, 2023.  After approval the gaining carrier can take possession of the number at any time; as such, we recommend ***************************** following up with the gaining carrier for any additional updates in this regard.
  
  Please note that neither ************** nor Consensus are a telecommunications carrier, but rather the customer of record for the carrier and that once the porting process has been initiated on the carrier level (between the gaining carrier and eFax Corporates current carrier) our staff is no longer directly involved with the process and is not privy to related communications; therefore ************** is generally not alerted as to when a port has completed.  As this is the case, ***************************** will need to contact ************** Orders (via e-mail at ************************************ to close out the ************** account once the process has completed.  Please keep in mind that the ************** account will remain active until the cancellation has been confirmed by ************** Orders. 
  
  We apologize for any less than satisfactory experience as well as any inconvenience these issues may have caused and thank ***************************** for her patience and understanding.

• Initial Complaint

  Date:02/12/2023

  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 subscribed to OnlineFaxes.com, a competitor of eFax in 2017 and paid $2.99 per month for their service. eFax purchaed my customer information from that company and automatically subscribed me to eFax services at a cost of $99.99 per year, with an additional charge of $9.99 per month. On March 28, 2018 I wrote to eFax via email to cancel my service. I received a response from **************** directing me to call ************, and no further information was provided. I replied the next day to inform ****** that due to a disability, I'm unable to use the telephone and can only contact them via email. I did not receive a response to my email, and followed up again on April 29, 2018, but again received no response.I have continued my repeated attempts to cancel my account since that time via emails and also attempted to contact them via a letter to their corporate headquarters sent on December 2, 2019. In the past year, I attempted to contact eFax on June 6, June 25, July 15 and August 15, 2022 and February 12, 2023 via email to *****************************. ******************** identified himself as my account manager in a 2022 email regarding a declined charge on my credit card. I did not update my credit card, and despite my repeated attempts to contact **** and ********************, charges resumed, this time at a higher monthly fee. YEARS have passed, and throughout all of this time, my letters and emails have been ignored and I have received no response. I don't have a way to log into to the website, haven't used the service after I cancelled, don't know what (if any) fax number is in my account, and I am unable to use their service in any way. My only method to communicate with others is email, and eFax has repeatedly refused to respond to any of my attempts to contact them after I informed them of my disability.eFax continues to charge me for an account I cancelled, have not used, and have no way to access. I request a full refund of all amounts charged.

  Business Response

  Date: 03/07/2025

  We apologize for the delayed response to this matter and any difficulty it may have caused.  This unfortunate postponement was the result of this case being initially sent by the BBB to the incorrect recipient.
  
  Following a thorough investigation and review of Mr. ********** matter by Consensus' Office of the President and relevant departments, it was determined that a refund of $1,221.17 was warranted.  A refund check will be issued and sent to Mr. ******** via U.S. postal mail.  We ask that Mr. ******** please allow 4 6 weeks for delivery.
  
  We apologize for any less than satisfactory experience and any inconvenience encountered, as well as thank Mr. ******** for his patience and understanding. 
  

• Initial Complaint

  Date:02/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The MyFax service is a scam. I have tried to cancel my account for the last 4 months (since December 2022, but really even before). They have a website they direct you to to cancel, but you are unable to actually cancel because they say you still owe money after your payment has processed. I emailed customer service saying that the option to cancel doesnt work, and they never responded.I want a refund of $48 dollars for 4 months of service.

  Business Response

  Date: 02/15/2023

  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.
  
  ******************* 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 ******************** 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.
  
  The MyFax customer agreement also makes clear makes clear, via Section 15 (Charges) of the customer agreement, that upon the expiration of a free trial period  fees would be immediately charged to the customers credit or debit card, without further authorization from the customer unless and until the customer has provided the company prior notice, in accordance with the company's verification procedures, of their desire to discontinue the authorization or service, and that such notice would not affect charges submitted before the company reasonably could act on such notice; explaining that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps
  
  While we appreciate ******************** 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 $48.00 (consisting of 4 monthly service fees and 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 ******************** account is dependent on the credit card provider.  We may suggest that she follow up with her credit card provider in this regard.

• Initial Complaint

  Date:02/10/2023

  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.

  Cancelled online during the trial, still showing active and they wont cancel it. Had to cancel my credit card

  Business Response

  Date: 01/27/2025

  Records show that the eFax account in question was signed up for online on January 25, 2023, under the name ***** *****, with a monthly subscription rate of $18.99 and a 14 Day Free Trial period with a trial period that ended on February 8, 2023, when billing for monthly service fees would commence.
  

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

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

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

  ***** Pedens eFax account 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.
  

  Billing records for ***** Pedens eFax account show that attempts to collect the monthly balance due at the end of the trial period were unsuccessful and the account was closed due to non-payment as of March 8, 2023; billing ceased immediately (please note no charges were incurred) and the outstanding account balance waived.
  

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

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

• Initial Complaint

  Date:02/07/2023

  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 signed up for the "free" 14 day trial period, then cancelled my account online within that period. They charged me anyways and refuse to refund the charge.

  Business Response

  Date: 01/27/2025

  Records show that ******* ****** signed up for an eFax account online on January 16, 2023, with a monthly subscription rate of $18.99 and a 14 Day Free Trial period with a trial period that ended on January 30, 2023, when billing for monthly service fees would commence.

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

  Data shows that there were no reported issues that would have affected the cancellation process while ******* ******* eFax account was active; including the cancellation email system and customer contact records show no instance of any cancellation confirmation email being sent to ******* ****** during the trial period.  **************** shows no record of any cancellation confirmation email being sent to ******* ****** during the trial period (or prior to February 8, 2023), reasoning would dictate that ******* ****** was (or should have been) aware that the eFax account was still active after trial.
  

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

  ******* ******* eFax account had remained active and accrued charges accordingly as data shows no record of any submission of a a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures prior to February 7, 2023, when data shows the receipt of a a cancellation for ******* ******* eFax account as submitted via telephone with eFax Customer Support.  The account was as requested, billing ceased immediately, and an email confirmation, containing the cancellation number ********* was sent to ******* ****** (at the contact email address on file for the account) the next day on February 8, 2023. 
  

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

  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $18.99 (consisting of all charges incurred) has been issued to the affected credit card.  The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that ******* ****** follow up with the credit card provider in this regard.
  

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

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

• Initial Complaint

  Date:02/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  E fax number - *********** I signed up for trial in August 2022 and then cancelled the plan the same day and assumed that the trial was cancelled and there would be no charges. Just this year while I was looking at my credit card transactions I noticed a monthly charge of $18.99 from August 2022 to January 2023. I immediately contacted my credit card and informed them of these fraudulent charges. They were able to reverse most except for August and September charges totaling $37.98. I demand that the company refund $37.98 since it appears that they have a system where even if you cancel it does not get processed. I also ask that the auditors review all the complaints received under this category and submit to SEC for improper practices.

  Business Response

  Date: 02/10/2023

  Records show that *************************************** signed up for an eFax account online on August 3, 2022, with a monthly subscription rate of $18.99 and a 14 Day Free Trial period that ended on August 17, 2022, when billing for monthly service fees commenced.
  
  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 eFax web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an 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 Ms. ************ eFax 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 January 27,2023).  **************** shows no record of any cancellation confirmation e-mail being sent to ************************** in August 2022 reasoning would dictate that she was (or should have been) aware that her eFax account was still active.
  
  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and ************ and the eFax site (************************************) and online Contact page (*******************************************) have the telephone numbers posted, while online eFax chat representatives are available online at ************************************cancel and an online Cancel My Account link that is available to subscriber accounts in current billing standing and located via the customers eFax web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  Ms. ************ eFax account had remained active and accrued charges accordingly as data shows no record of ************** submitting a cancellation request through the above-provided channels and completing the companys cancellation and verification procedures while the account was active.
  
  Records for Ms. ************ eFax account show that it was closed as of January 26, 2023, as a result of four fee dispute reversal of $18.99 each that were received from her credit card provider; billing ceased immediately and an e-mail confirmation, containing the cancellation number 11694153,was sent to her (at the contact e-mail address on file for the account) the next day on January 27, 2023.
  
  The eFax customer agreement also makes clear, via Section 16 (Charges) of the customer agreement, that upon the expiration of a free trial period fees would be immediately charged to the customers credit or debit card, without further authorization from the customer unless and until the customer has provided the company prior notice, in accordance with the company's verification procedures,of their desire to discontinue the authorization or service, and that such notice would not affect charges submitted before the company reasonably could act on such notice; explaining that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE"verbiage appearing clearly and conspicuously presented in offset text in all caps.
  
  While we appreciate Ms. ************ position, eFax policies and procedures were made clear to her when she signed up for an eFax account online.
  
  As is standard with many online subscription services, eFax customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the eFax customer agreement and must confirm that they have read and agreed by checking the I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment. I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel. box before the account can be activated.  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 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.
  
  And although a refund was found not to be applicable in this matter, billing records for Ms. ************ eFax account show that four reimbursements of $18.99 were issued to the affected credit card in response to fee dispute reversals received from the credit card on her behalf.  The collection ID number for the reimbursements were *********, *********, ********* and 247552025.
  
  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 she have contacted eFax customer support or any e-mail address used to initiate any online chat sessions that leads to the discovery of prior cancellation request with eFax customer support, through proper channels, we will review the new data for further consideration.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19345128
  
  I am rejecting this response because:
  

   251 complaints have been received by this company on the same issue in the last 3 years. That is almost 85customers  per year. The customers have stated that they canceled the account just like I did. The company response is a standard letter. They forgot to change the name  in my letter to *********** from *****.

  It appears that the company has a system whereby even when a customer states or asks to cancel  the system does not process but allows a customer to assume that it has been cancelled. How can all these 251 customers be wrong? There is no smoke without fire!

  I believe that the business should be reported to SEC for improper practice and a class action lawsuit is warranted for this company for misleading and defrauding customers.  

  I stand by that I canceled but their system did not process due to their internal errors/ fraud and hence demand that the company process a refund of $37.98.

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

  Business Response

  Date: 02/15/2023

  We have again reviewed this matter and our response remains the same
  
  Please keep in mind that that although the prior response appears as a standard template, it is merely a statement of facts based on the preponderance of the available evidence for this this matter and does not change how the events of the matter have occurred
  
  In response to Ms. ************ concerns, the company reiterates records show no instance of ************************** submitting any cancellation request through proper channels while the account was active.
  
  Please also keep in mind that there is a burden of proof upon the customer to provide any evidence or information to support the assertion of any contacts or cancellation requests prior to the accounts closure date (such as any case or reference ID numbers,the day or time in, or any telephone number from, which they may have contacted customer support) and that no such information has been presented.
  
  Please also note that ************************** was (or should have been) alerted to charges for eFax 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 rather than allowing charges for services to ensue. 
  
  Again a refund was found not applicable in this matter; nevertheless, as a courtesy, a refund of $37.98 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 her credit card provider.  We may suggest that ************************** follow up with her credit card provider in this regard.

• Initial Complaint

  Date:01/20/2023

  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.

  MyFax (a Consensus company) continues to charge my credit card after I've notified them SEVERAL times that they do not have permission to do so. They provided me with instructions on how to cancel my account, when following the instructions, they lead no where. I have emailed them several times to cancel my account and refund the fraudulent charges. They continue to charge my card. I have attached email correspondence and records of all the fraudulent payments that should be refunded to me immediately. If not, I will contact a lawyer.

  Business Response

  Date: 01/23/2023

  ***************************** signed up for a MyFax account online on September 23, 2022, with a monthly subscription rate of $12.00 and a 14 Day Free Trial period that ended on October 7, 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 customer's ********************** 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 customer's ********************** 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 company's cancellation and verification procedures while the account was active.
  
  As a courtesy, the company's verification procedures have been waived and ************************ 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.
  
  The MyFax customer agreement also makes clear makes clear, via Section 15 (Charges) of the customer agreement, that upon the expiration of a free trial period fees would be immediately charged to the customer's credit or debit card, without further authorization from the customer unless and until the customer has provided the company prior notice, in accordance with the company's verification procedures, of their desire to discontinue the authorization or service, and that such notice would not affect charges submitted before the company reasonably could act on such notice; explaining that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps
  
  While we appreciate ************************ position, MyFax policies and procedures were made clear to her when she signed up for an 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 $48.00 (consisting of 4 monthly service fees and 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 ************************ account is dependent on the credit card provider. We may suggest that she follow up with her credit card provider in this regard.

• Initial Complaint

  Date:01/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel this account online for months now. This is the third time (1.18.23) I have tried to cancel them after being charged again. I called them to confirm, report the problem with their online system and get my money back. They stated refunds are not in their policy, and then stated that my cards was declining so they had to charge me but my account was started on the 5th of December ( I send tax stuff in May of 2022) and then said oh yeas its canceled and a refund request was already sent and I will get a confirmation in **** business days. I asked to speak to their account department and was told they do not have a phone.

  Business Response

  Date: 01/27/2025

  Records show that ***** ******* signed up for an eFax account online on May 12, 2022.

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

  ***** Gregorys eFax account had remained active and accrued charges accordingly as data shows no record of any submission of a a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures prior to January 18, 2023, when data shows the receipt of a a cancellation for ***** Gregorys eFax account as submitted via the online Cancel My Account link.  The account was scheduled to close as requested with a post-dated closure date of February 8, 2023; thereby, allowing the account to automatically close at the end of the current paid service term and an email confirmation, containing the cancellation number ********* was sent to ***** ******* (at the contact email address on file for the account) upon the account closure. 
  

  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $76.83 (consisting of 4 monthly service fees and 1 late fee) has been issued to the affected credit card.  The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that ***** ******* follow up with the credit card provider in this regard.
  

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

  As is standard with many online subscription services, the eFax customer agreement is not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the I agree to the automatic renewal terms above, ..  By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.
  

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

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

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

• Initial Complaint

  Date:01/14/2023

  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 was on the unlimited plan for 4 months during that time I only used the service a few times and looking back over my bill I never got a free trial I was charged a late fee not even a week after set up. When I tried to cancel my plan they offered me a deal for $5 for 10 pages which I thought was good since I didn't fax often. I allegedly was credited for that past month and had a credit on my account. I faxed 5 pages to 2 seperate companies, 20 pages to one, 2 pages and 1 page to another thinking I had credit for the overage on top of the 25 page credit I received. Not only that I thought I was charged 10-15 cent over my usage amount but that wasn't the case either. My card was charged $10 on top of the credit that was supposedly on my account and now every day they are trying to pull out $10 off my card; I had to disable my card so the charges wouldn't go through. I spoke to customer service 3 times and was told that I wouldn't have a bill till March which would be a partial payment because of the credits. Then they said the reason why they charged me so much was because they counted one fax as 42 pages and the other one some ridiculous number. Then the charges just kept hitting my card trying to take an additional $10 and the credit is no longer on my account it says service level adjustment. I called back and the women said they would give me 25 page credit but couldn't explain why they keep trying to charge my card and no credit for 25pgs. Now it's still happening and I finally am going to cancel my account although I don't want to lose the faxes I've sent this is ridiculous. I even got an email stating if I didn't submit payment my account would be canceled. Payment for what is what I want to know. Why do I still owe my last fax was 2 pages one I typed and I'm guessing they charge 1 for a cover sheet. I had $2.40 usage credit which is gone after sending those 2 pgs and they are trying to charge me an additional $10 I'm so lost. If anything stick to your word.

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/18) */
  Records show that ******** ****** signed up for an **** account online on June 29, 2022, with a monthly subscription rate of $18.99 that included 170 inbound fax pages and 170 outbound fax pages and a 14 Day Free Trial period with a trial period that ended on July 13, 2022, when billing for monthly service fees commenced.
  
  Please note that Consensus nor the **** website *********************** offer, promote or advertise any unlimited usage plan.
  
  Additionally billing activity for Ms. ******'s **** account not only show that no billing occurred within the first 14 days; thereby, providing her the free trial period as advertised, but that no late fee was incurred "a week after set up", as asserted.
  
  Activity history for Ms. ******'s **** account show that she was in contact with **** support on December 20, 2022, requesting to cancel her account but that the assisting **** agent had extended a special monthly subscription rate offer of $5.00 that included 30 incoming pages and 10 outgoing pages to which Ms. ****** had accepted.
  
  The **** customer agreement ************************************** makes clear, via Section 2(b) Service Usage Terms: Definition of Fax Page and Associated Terms of the customer agreement, that for each transmission, the number of pages 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 and that the number of outbound fax pages included in the tiers of **** 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).
  
  The **** 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 **** service tier and that the usage prepay amount will thereafter be reduced based upon the customer incurring usage fees, and each time the usage prepay amount is depleted to a certain level (currently U.S. $2.00 or the approximate equivalent in local currency), another fixed usage prepay amount in the same amount as the prior usage prepay amount will be immediately charged to the customer's credit or debit card, without further authorization from or notice to the customer.
  
  The outbound activity logs for Ms. ******'s **** account show that the equivalent of 134 billable fax pages were sent or attempted from her account during the billing cycle between December 2022 through January 2023; the cumulative total of the outbound fax pages was in excess of her plan included 10 fax page allotment and as such a prepay charge of $10.00 was collected accordingly for the overages; leaving any remaining prepay balance on the account for later use.
  
  A refund was found not applicable in this matter; nevertheless, as a one-time courtesy and in the interest of a mutually satisfactory and speedy resolution, a refund of $10.00 has been issued to the affected credit card. The collection number for the reimbursement is XXXXXXXXX and the reflection of the funds onto Ms. ******'s account is dependent on the credit card provider. We may suggest that she follow up with her credit card provider in this regard.
  
  While we appreciate Ms. ******'s position, **** policies and procedures were made clear to her when she signed up for an **** account online.
  
  As is standard with many online subscription services, **** customer agreements are not physically signed by the consumer, 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 recurring monthly charge which will be billed to my chosen method of payment. I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel." box before the account can be activated. The **** 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.
  
  We apologize for any less than satisfactory experience and any misunderstanding and inconvenience encountered, as well as thank Ms. ****** for her patience and understanding.
  
  
  Consumer Response /* (2000, 7, 2023/01/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This was a thorough explanation and more understandable than the reps over the phone. This was not explained to me, nor did I read the fine print. Now that I understand it's not just $5 a month, I will cancel my account as I didn't realize it was a prepayment and the credits that both the rep said I had and what was shown on my account wasn't credits that I could actually use or do anything with.

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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 for free trial at****** which is owned by Consensus. Since the end of the trial period I have made over 10 attempts by phone, by email and by chat to cancel this subscription. ***** continues to debit my account and has erroneously withdrawn approximately $80 from my account which has caused me financial hardships more than once due to me not expecting chargers to be debited because I had canceled the dumb account. I have had enough of this. I will be consulting an attorney as my next step as they just simply do not seem to care one way or the other.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 6, 2023/01/17) */
  Records show that ******** ***** signed up for an****** account online on April 22, 2022, with a 14 Day Trial period that ended on May 6, 2022, when billing for monthly service fee commenced.
  
  The****** customer agreement *********************************** makes clear, via Section 9 (Termination) of the customer agreement, the cancellation process for the****** services; pursuant to those terms a customer may cancel anytime by providing the company notice by contacting****** customer support either via telephone or online chat or through the online "Cancel My Account" link (available via the customer's****** 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.
  
  ***** provides easy-to-use telephone and online options for account cancellations that are available 24 hours a day 7 days a week;****** customer support representatives are available via telephone at XXX-XXX-XXXX, XXX-XXX-XXXX, XXX-XXX-XXXX and XXX-XXX-XXXX and the****** site and online "Support" page have the telephone numbers posted, while online****** chat representatives are available online at **************************** and an online "Cancel My Account" link that is available to subscriber accounts in current billing standing and located via the customer's eFax web portal found on the "Billing" tab of the "Account Details" section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  Ms. *****'s****** account had remained active and accrued charges accordingly as data shows no record of Ms. ***** submitting a cancellation request through the above-provided channels and completing the company's cancellation and verification procedures while her account was account.
  
  As a courtesy, the company's verification procedures have been waived and Ms. *****'s****** account has been closed pursuant this *** 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.
  
  The****** customer agreement also makes clear, via Section 15 (Charges) of the customer agreement, that upon the expiration of a free trial period fees would be immediately charged to the customer's credit or debit card, without further authorization from the customer unless and until the customer has provided the company prior notice, in accordance with the company's verification procedures, of their desire to discontinue the authorization or service, and that such notice would not affect charges submitted before the company reasonably could act on such notice; explaining that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps
  
  While we appreciate Ms. *****'s position,****** policies and procedures were made clear to her when she signed up for the****** account online.
  
  As is standard with many online subscription services,****** customer agreement are not physically signed by the customer, but rather acknowledged upon activation of the service. As a mandatory step in the sign up process, prospective customers are presented with the****** customer agreement and must confirm that they have read and agreed by "checking" the "I agree to the automatic renewal terms above, including the $10.00 monthly charge. By clicking "Start Trial", I agree to the Customer Agreement and Privacy Policy." box before the account can be activated. The****** 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 $101.80 (consisting of all charges incurred) has been issued to the affected credit card. The collection number for the reimbursement is XXXXXXXXX and the reflection of the funds onto Ms. *****'s account is dependent on the credit card provider. We may suggest that Ms. ***** follow up with her credit card provider in this regard.
  
  
  Consumer Response /* (2000, 8, 2023/01/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The response is satisfactory. Thank you very much.