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:11/02/2022

  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.

  multiple calls since February, emails and voicemails to reach out to******consensus with no resolution or even answers to the issues with accounts they are improperly managing. They are billing incorrect accounts and *********** ********* status when the errors are theirs.
  Hours have been spent on our end to have a customer service/billing/account person help and they just go MIA and no response but continue to bill our credit card holding our fax number/business *********** because we cant reach anyone to port the number or correct the account.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 8, 2022/11/23) */
  We sincerely apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank **** ****** for her patience and understanding.
  
  We have been in contact with **. ****** and believe that this matter has been brought to a mutually satisfactory resolution.

• Initial Complaint

  Date:10/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the service and was unable to use it because the site didn't not make it possible to navigate to any info about how to receive faxes it just leads in a circle of links and when I tried to cancel my trial online there was no apparent way to do so. I gave up and forgot about the trial until I was charged for the following month and there was no refund although the service was never provided.

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 14, 2022/11/29) */
  ***************** signed up for an eFax account online on October 1, 2022, with a monthly subscription rate of $18.99 and a 14 Day Free Trial period that ended on October 15, 2022, when billing for monthly service fees commenced.
  
  The eFax "How IT Works" page (*********************************) makes clear on how all incoming faxes are automatically delivered to the email address linked to the customer's account which would mean that customers would be able to save and open faxes directly from their email inbox simply by logging into their email account.
  
  The eFax customer agreement (************************************) also makes clear via Section 10 (Termination) of the customer agreement, the cancellation process for the eFax services; pursuant to those terms cancellation requests are handled only by contacting eFax customer support either via telephone, online chat or the "Cancel My Account" link (available via the customer's eFax web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an 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.
  
  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at****************************** and the eFax site (https://www.eFax.com/) and online "Contact" page (https://www.efax.com/contact) have the telephone numbers posted, while online eFax chat representatives are available online at https://www.eFax.com/cancel and an online "Cancel My Account" link that is available to subscriber accounts in current billing standing and located via the customer's eFax web portal found on the "Billing" tab of the "Account Details" section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  The eFax customer agreement (************************************) further 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 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.
  
  Section 16 (Charges) of the customer agreement additionally makes clear that failure to use the account would not be deemed a basis for refusing to pay any charges; the eFax customer agreement provides no provision for a rate reduction, credit, waiver, or refund if the customer elects not to use the service during any given time or if an account is closed prior to the end of the service term. Regardless of usage eFax subscription fees are still applicable as the assigned eFax number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, eFax service fees are not predicated on use but rather the availability of the services and are regularly payable, regardless of the customer's usage of the service, until the company has been notified of the customer's desire to cancel the account. While the eFax services may not have been utilized during any given time, they were available while the account was active.
  
  ***************'s 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 company's cancellation prior to October 29, 2022, when contact data shows that she had contacted eFax 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 contact e-mail address on file for the account) on October 30, 2022.
  
  While we appreciate ***************'s position, eFax policies and procedures were made clear to her when she signed up for the 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 eFax customer agreement and must confirm that they have read and agreed by "checking" the "I agree to the Customer Agreement and Privacy Policy. I understand in order to send faxes, I need to verify my email first." And "I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment. I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel." boxes before the account can be activated. The eFax sign up process is configured to automatically prevent account activations that do not have the contract 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 is not 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 $18.99 (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 the account is dependent on the credit card provider. We may suggest that *************** follow up with her credit card provider in this regard.

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried their efax service on a trial basis, found it to be inadequate for my needs, and then cancelled with their online method, but it didn't work and they charged mu credit card $18.99. I contacted them for a refund and was told basically tough luck! I saw nothing of a confirmation number when I cancelled, I believe this was a way of scamming me out of this charge. This was a terrible business practice and they should have to refund the charge.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/09) */
  ***** *** signed up for an eFax account online on October 5, 2022, with a monthly subscription rate of $18.99 and a 14 Day Free Trial period that ended on October 19, 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 customer's eFax web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's ************ 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.
  
  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 XXX-XXX-XXXX and XXX-XXX-XXXX and the eFax site *********************** and online "Contact" page ****************************** have the telephone numbers posted, while online eFax 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.
  
  Data shows that there were no reported issues that would have affected the use of the online "Cancel My Account" link or Mr. ***'s ability to reach a live eFax Customer Support Representative either via telephone or online chat and other eFax subscribers have been able to successfully reach eFax support during the same time.
  
  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 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.
  
  Mr. ***'s eFax account had remained active and accrued charges accordingly as data shows no record of Mr. *** submitting a cancellation request through the above-provided channels and completing the company's cancellation prior to October 27, 2022, when contact data shows that he had contacted eFax support, via online chat, requesting to cancel the account. The account was closed as requested, billing ceased immediately, and an e-mail confirmation, containing the cancellation number XXXXXXXXX, was sent to him (at the contact e-mail address on file for the account) on October 28, 2022.
  
  While we appreciate Mr. ***'s 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 ****** 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.
  
  A refund was found not applicable in this matter; nevertheless, as a courtesy and in the interest of a mutually satisfactory and speedy resolution, Mr. *** has been issued a refund of ****** (consisting of all charges incurred). The collection number for the reimbursement is XXXXXXXXX and the reflection of the funds onto Mr. ***'s account is dependent on the credit card provider. We may suggest that he follow up with his credit card provider in this regard.
  
  
  Consumer Response /* (2000, 7, 2022/11/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have received a refund and I'm now satisfied. This would have been much nicer experience if I didn't need to take these steps to resolve this situation. Thanks ***!!

• Initial Complaint

  Date:10/22/2022

  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.

  On October 17,2022 I signed up for a "free" 14 day trial with efax. They required a payment card not to be charged until end of 14 day trial . The fax limit was over a 100 pages. I sent a fax of 5 pages that failed. I resubmitted on Oct.18,and did not receive a confirmation email of it being sent. I sent 7 pages on that day also and did not receive email of confirmation again. Oct.19,2022 I sent8 pages . I received an email confirming 13 pages were sent. I also was alerted by my bank of a $10 charge on my acct. I am not able to view anything in my acct. to have these charges explained. Attempts to have these charges explained or removed were un successful after sending 3 emails , chats that each time said noone was available and long holds to both phone#s ,2 times being disconnected. I immediately requested they cancel my acct, I did not go over the page limit set and am disputing the $10 charge that I did not agree to. This company has a long history of bogus charges and very misleading offers and then take advantage of the payment method they have by freely charging and then are not willing to explain or show the details. They have pages and pages of customer complaints with these same issues.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 14, 2022/11/21) */
  ******* ************* signed up for an eFax Plus account online on October 17, 2022, with a monthly subscription rate of ****** 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 October 31, 2022, when billing for monthly service fees commenced.
  
  The eFax customer agreement ************************************** also makes clear, via Section ******* 2. eFax Service Usage Terms; (a) Usage terms for the various tiers of eFax service are as follows:; (2) eFax Plus of the customer agreement, that the customer may receive up to 170 fax pages (inbound) and may send up to 170 fax pages (outbound) within any thirty (30) day period, regardless of whether you are issued a local or a toll-free eFax Number. Faxes received in excess of the inbound 170-page limit are charged at $0.10 (or the local currency equivalent) per page, and faxes sent in excess of the outbound 170-page limit are charged at the applicable per-page rate listed at the eFax Website. See paragraph (b) below for the definition of a fax page.
  
  The eFax customer agreement further makes clear, via Section 2(b) 2. eFax Service Usage Terms; (b) Definition of Fax Page and Associated Terms:, that while most fax pages take less than sixty (60) seconds to transmit the number of pages for each transmission sent or received is calculated based on the greater of the actual number of pages or the number of full and partial 60-second increments of transmission or connection time, whether or not the transmission occurs or is completed (such as instances when someone answers the call or transmission is interrupted before completion) and that the number of outbound fax pages as included in the tiers of eFax service, is administered by applying a monthly outbound usage credit to the 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 eFax customer agreement additionally 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. ******* and that the usage prepay amount will be immediately and automatically charged to the customer's credit or debit card without further authorization from customer upon incurring usage in excess of the number of inbound or outbound fax pages included in the eFax service tier and that the usage prepay amount will thereafter be reduced based upon the customer incurring usage fees, and each time the usage prepay amount is depleted to a certain level (currently U.S. ***** 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 ******* *************'s eFax account show that the equivalent of *** billable fax pages were sent or attempted from the eFax account during the trial period; the cumulative total of the outbound fax pages were in excess of the included *** outbound fax page allotment and as such a prepay charge of ****** was collected accordingly for the overages; leaving any remaining prepay balance on the account for later use.
  
  While we appreciate ******* *************'s position, eFax policies and procedures were made clear to them when they signed up for the 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 eFax customer agreement and must confirm that they have read and agreed by "checking" the "I agree to the Customer Agreement and Privacy Policy. I understand in order to send faxes, I need to verify my email first." And "I agree to the automatic renewal terms above, including the ****** recurring monthly charge which will be billed to my chosen method of payment. I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel." boxes before the account can be activated. The eFax sign up process is configured to automatically prevent account activations that do not have the contract 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 is not responsible for the negligence of the customer.
  
  Onus of responsibility lies with the customer to be aware of the allowances and rates for the pricing of their selected Fax Services tier and to monitor their usage as necessary.
  
  And although a refund was found not to be applicable in this matter, as a one-time courtesy and in the interest of a mutually satisfactory resolution, a refund of ****** (consisting of all usage prepay charges incurred during the trial period) has been issued to the affected credit card as of October 29, 2022. The collection ID number for the reimbursement was XXXXXXXXX and the reflection of the funds onto ******* *************'s account is dependent on the credit card provider. We may suggest that ******* ************* follow up with their credit card provider in this regard.
  
  
  Consumer Response /* (3000, 16, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have asked to see the break down of what you are claiming. I faxed 8 pages and how that comes out to be the outrageous # you are claiming has not been shown to me. When you bill someone and refuse to show the charges exactly and now have no access to the acct. is extremely unacceptable. There are many many customers who have experienced the same. A trial period that you claim to offer is false. I will focus my effort in hopes of stopping this to happen to someone else. I could have faxed it for a $1 per page anywhere that offers faxing and have never heard of nor could any place of business that charges the outrageous prices you charged me. Your business practices are dishonest and extremely misleading. It needs to be investigated further and I trust it is in the right hands to do that. Again,you have not shown me the bill and how you justified charging what you did. Repeatedly showing me "the contract" I signed does not explain my individual acct. and the charges.Especially when I question the bill and the charges, it has not been shown to me. You have taken advantage of me to the extent it needs to be further investigated. Your answer is unacceptable and you have ignored my repeated request for a bill explaining the charges.
  
  
  Business Response /* (4000, 19, 2022/11/23) */
  We have again reviewed this matter and our response remains the same.
  
  In response to ******* *************'s concerns, the company reiterates that activity records for the eFax account show that the equivalent of 218 billable fax pages were sent or attempted during the trial (see attached activity); again, the eFax customer agreement makes clear that additional charges apply when the customer has exceed the number of inbound or outbound fax pages included in their eFax Services tier and clearly explains 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.
  
  eFax subscribers are able to review their usage and corresponding page count and charges online via the eFax web portal by selecting the "Usage" 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.
  
  That said, in light of our previously issued courtesy refund, the company believes this matter has been properly addressed in accordance with the policies and procedures to which ******* ************* had accepted and agreed and considers it closed.

• Initial Complaint

  Date:10/21/2022

  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.

  They tell you on their site you can cancel, but you can't. And you can't get through to them on the phone. My husband and I didn't even use it and got charged 35 bucks. I want it canceled and refunded.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/25) */
  **** ***** signed up for an **** account online on October 22, 2022, with a monthly subscription rate of ****** and a one-time set up fee of *******
  
  The **** customer agreement ************************************** makes clear, via Section 10 (Termination) of the customer agreement, the cancellation process for the **** services; pursuant to those terms cancellation requests are handled only by contacting **** customer support either via telephone, online chat or the "Cancel My Account" link (available via the customer's **** 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.
  
  **** provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; **** customer support representatives are available via telephone at XXX-XXX-XXXX and XXX-XXX-XXXX and the **** site *********************** and online "Contact" 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 **** 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.
  
  Billing records for Mr. *****'s **** account show that there was outstanding balance of ******* consisting of a monthly subscription and one-time set up fee not successfully collected upon signup, resulting in the inability to use the online "Cancel My Account" link.
  
  Data shows that there were no reported issues that would have affected Mr. *****'s ability to reach a live **** Customer Support Representative either via telephone or online chat and other **** subscribers have been able to successfully reach **** support during the same time.
  
  Contact records do show that as a courtesy and in this case only, **** support had accepted Mr. *****'s improperly submitted cancellation request via e-mail on October 21, 2022; the account was closed as requested, billing ceased immediately, and an e-mail confirmation, containing the cancellation number XXXXXXXXX, was sent to him (at the contact e-mail address on file for the account) on October 22, 2022.
  
  While we appreciate Mr. *****'s position, **** policies and procedures were made clear to him when he signed up for an **** account online.
  
  Billing records for Mr. *****'s **** account show that no charges have been incurred; as such, no refund is applicable in this matter.

• Initial Complaint

  Date:10/10/2022

  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.

  On ***** I provided written cancellation for services. On ***** eFax responded with confirmation of receipt of cancellation.
  On ***** I received bill for July services, we paid invoice for the entire month- as 30 day notice is reasonable.
  On ***** I received bill for August services (we cancelled as of ***** and are not using). I sent email asking eFax to respond and to cancel billing. I received no response. They have my Credit card # and continued to charge for August services after cancellation *****
  On ***** I received bill for September services (we cancelled as of ***** and are not using). I sent email asking eFax to respond and to cancel billing. I received no response. They have my Credit card # and continued to bill for charges after our cancellation *****
  
  I attempted to call the ******* # provided on the invoices X-XXX-XXX-XXXX- and waited 30 minutes each time to hear a message cycle every 3 minutes: "we are experiencing high call volumes- go to website for many self-service options" this is not a self-service option and I was never connected to a person.
  
  I sent additional request to cancel and to stop charging my credit card, I have tried to reach by phone 2 times: NO RESPONSE.
  
  At this point they are ******** by continuing to charge my credit card- I need the monthly charges to STOP!

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 9, 2022/11/02) */
  We sincerely apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank ****** ***** for her patience and understanding.
  
  Customer contact data shows that Ms. ***** had submitted a cancellation request for her account in July 2022; however, due to anomaly, the closure process was not completed and the account inadvertently remain active.
  
  The matter has since been corrected and the proper July 2022 cancellation date has been retroactively applied to Ms. *****'s eFax Corporate account and all charges incurred after that date will be credited. We ask that Ms. ***** please allow 10 business days for credits to be processed.
  
  
  Consumer Response /* (3000, 11, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have received response that our cancellation was accepted but we have not received credit (11/4/22)
  Thank you!
  
  
  Business Response /* (4000, 13, 2022/11/17) */
  Billing records for Ms. ***** account show that the credits have been processed to the affected credit card and the reflection of the funds onto Ms. *****'s account is dependent on the credit card provider. We ask Ms. ***** to please allow to allow at least 5 to 10 business for that reflection.

• Initial Complaint

  Date:10/06/2022

  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.

  ** ******* *** - **** ********* ***** Suite **** ********** ** XXXXX. Phone: XXX-XXX-XXXX
  I submitted one fax on July 20th and went on immediately after that fact went through cuz it's the only one I would need it for I don't ever fax and obviously that was well within my trial. Being as it was the same day and I have a confirmation email showing that I had never finished the account creating it at least and I had no need to think anymore about it until I go on my credit card statement today looking for a separate charge and found that they had charged my card yesterday for almost *** I immediately called the number that was listed on my credit card and she was able to find an account with my phone number because I didn't have an email address to give her and I didn't have the fax number and I told her how I had canceled it the very same day that I started the trial to just send simply one fax she informed me that she was not able to refund me for anything I asked her why was it *** if it's **** a month she then explained to me that I had already been being charged for months so I was charged I guess in July August and she said they couldn't get September's payments so they charged October for 2 months and then late fees!! I am like mind blown because this was canceled the very same day that the child was started and I will attach the email that they sent showing that they were offering me on the 21st which was the day after I canceled it they were offering me a another trial. For only ** so if I still had an account open I wouldn't have received an email the following day saying that I never finished my account creating it and that I could have a ** eFax account if I signed up so if I was already signed up according to them is what they're saying then it wouldn't have generated an email that asked me to sign up if that makes any sense LOL in other words this should have been canceled this very same day on July 20th however it wasn't and I've been being chargedsince

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 14, 2022/12/02) */
  Records show that April ***** signed up for an eFax account online on July 20, 2022, with a monthly subscription rate of $18.99 and a 14-day trial period that ended on August 3, 2022, when billing for monthly service fees commenced.
  
  The eFax customer agreement (https://www.efax.com/legal#agreement) also makes clear via Section 10 (Termination) of the customer agreement, the cancellation process for the eFax services; pursuant to those terms cancellation requests are handled only by contacting eFax customer support either via telephone, online chat or the "Cancel My Account" link (available via the customer's eFax web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an 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. *****'s 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 Ms. ***** during the trial period (or prior to October 6, 2022). Considering data shows no record of any cancellation confirmation e-mail being sent to Ms. ***** 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 the eFax site (*********************) and online "Contact" page (https://www.efax.com/contact) 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 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 eFax 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 prior to October 6, 2022, when contact data shows that she had contacted eFax 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 contact e-mail address on file for the account) the same day.
  
  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 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; explaining that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps.
  
  Section 16 (Charges) of the customer agreement further makes clear that 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.
  
  The outstanding balance of $42.93 represents service fees that had validly accrued from September 2022 until October 2022.
  
  While we appreciate Ms. *****'s position, eFax policies and procedures were made clear to her when she signed up for the eFax account.
  
  And although a refund was found not to be applicable in this matter, records show that, as a courtesy, the eFax representative assisting Ms. ***** with the closure of her eFax account on October 6, 2022, had submitted a refund request of $18.99, consisting 1 monthly service fee, on her behalf and billing records show that the refund of $18.99 was issued to the effected credit card on October 7, 2022; the collection ID number for the reimbursement was *********.
  
  An additional refund was found not to be applicable, nevertheless billing records for Ms. *****'s eFax account show that a fee dispute reversal of $42.93 was received from her credit card provider on October 14, 2022 and as an additional courtesy and in the interest of a mutually satisfactory resolution, the company did not dispute the reversal and allowed the funds to be returned to the affected credit card. The collection ID number for the reimbursements was **********
  
  Subsequently Ms. ***** has received refunds totaling $61.92, consisting of all charges incurred.

• Initial Complaint

  Date:09/27/2022

  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 out two of the companies products: **** and ********
  
  I tried the products and canceled them as the services did not work, nor accomplished the needs. When signing up, I was told I would be able to get a refund if I canceled within 7 days. I did, I emailed support, two times and got nothing. I attempted to close the account on the website but was told to contact support.
  
  When I tried calling Metrofax, they said they do not offer phone support anymore. Even though on their website it says they do. Blatant false advertisement.
  When using their chat support, every representative disconnected me whenever I tried to receive help. I asked for a manager and would get disconnected. I have the transcripts downloaded as proof.
  This company goes out of their way to not offer customer support and it is disgusting, bad business practices, false advertisement, and overall blatant refusal to help customers.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 8, 2022/10/19) */
  Records show that ***** ***** signed up for both an **** and ******** account online on September 20, 2022.
  
  Records also show that there were no reported issues that would have affected either the **** or ******** account and data indicates that Mr. *****'s **** and ******** accounts were fully functional and the assigned numbers working properly while active.
  
  Customer contact records show that Mr. ***** had requested the cancellation of both the ***************** accounts within the necessary time frame in order to qualify for a refund; as such, refunds of ****** ****** and ****** ********** have been issued to the affected credit card. The Collection Numbers for the reimbursements are ********* ******** and ********* ******** and the reflection of the funds onto Mr. *****'s account is dependent on the credit card provider. We may suggest that Mr. ***** follow up with his credit card provider in this regard.
  
  Please note that while the ******** contact page ******************************************* does have a posted contact toll free telephone number; the number is clearly labeled as contact for Sales Experts; therefore, denoting that the contact number is for new customer sign-ups and service and not customer support; thus, the ******** site does not promote or offer telephone support for customer support as asserted.
  
  We apologize for any less than satisfactory experience and appreciate Mr. *****'s patience and understanding. We are taking the reported experience under advisement and will have it reviewed by the appropriate departments to see that we take the necessary steps to improve the customer support experience.

• Initial Complaint

  Date:09/26/2022

  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 signed up for a trial of this service in **** to correspond by fax with the antiquated *** and promptly cancelled it following the trail. I have attempted to cancel this service no fewer than 10 times and this company continues to charge my account without my permission. The company does not answer calls to XXX-XXX-XXXX or reply to emails through their website. They have been charging my account amounts that range between ***** - ****** since **** for a ****** service that I NEVER used. I want all of my money back.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/07) */
  ******** ****** signed up for a********* account online on September 27, 2021, with a with a monthly subscription rate of ***** and a 14 Day Free Trial period with a trial period that ended October 11, 2021, when billing for monthly service fees commenced.
  
  The********* customer agreement ******************************************* makes clear, via Section 9 (Termination) of the customer agreement, the cancellation process for the********* services; pursuant to those terms cancellation requests are handled only by contacting********* customer support either via online chat or the "Cancel My Account" link (available via the customer's********* 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 Mr. ******'s********* account was active; including the cancellation e-mail system and customer contact records show instance of any cancellation confirmation e-mail being sent to Mr. ****** while his account was active, Considering data shows no record of any cancellation confirmation e-mail being sent to Mr. ****** reasoning would dictate that he was (or should have been) aware that his********* account was still active.
  
  Please note that while********* services does not provide any telephone support,********* does provide easy-to-use online options for account cancellations that are available 24 hours a day 7 days a week; for subscriber accounts in current billing a "Cancel My Account" link is available via the customer's********* web portal found on the "Billing" tab of the "Account Details" section from the top navigation, while********* online chat representatives are available at https://www.metrofax.com/cancel for subscribers with annual plans, multiple fax numbers or an outstanding balance.
  
  Mr. ******'s********* account had remained active and accrued charges accordingly as data shows no record of Mr. ****** submitting a cancellation request through the above-provided channels and completing the company's cancellation and verification procedures while the account was active.
  
  As a courtesy, the company's verification procedures have been waived and Mr. ******'s********* account has been closed pursuant this *** matter; billing has ceased and an e-mail confirmation, containing the cancellation number XXXXXXXXX, has been sent to him at ******************
  
  The********* 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 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 and that the company may submit charges for monthly service fee each month without further authorization from the customer unless and until the customer has provided the company prior notice, in accordance with the company's verification procedures, of their desire to discontinue the authorization or service and that such notice will not affect charges submitted before the company reasonably could act on such notice.
  
  Section 15 (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.
  
  Section 15 (Charges) of the customer agreement also makes clear that failure to use the account would not be deemed a basis for refusing to pay any charges; the********* 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********* subscription fees are still applicable as the assigned********* number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees,********* service fees are not predicated on use but rather the availability of the services and are regularly payable, regardless of the customer's usage of the service, until the company has been notified of the customer's desire to cancel the account. While the********* services may not have been utilized during any given time, they were available while the account was active.
  
  And although a refund was found not to be applicable in this matter, as an additional courtesy and in the interest of a mutually satisfactory resolution, a refund of $104.30, consisting of 7 monthly service fees and 7 late fees, has been issued to the affected credit card. The collection number for the reimbursement is XXXXXXXXX and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that Mr. ****** follow up with the credit card provider in this regard.
  
  Please also keep in mind that given the length of time from the date of the********* account activation to the date of the account closure, it would be reasonable that Mr. ****** had adequate time to contact his 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.

• Initial Complaint

  Date:09/19/2022

  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 am trying and have been trying to cancel my efax account but it requires a phone number. The thing is I don't have an efax number as it is cancelled but they still charge me every month. I want them to stop charging me and cancel my membership but they are not responsive and nearly impossible to get a hold of.

  Business Response

  Date: 09/22/2022

  Consumer Response /* (2000, 5, 2022/09/20) */
  Please cancel this complaint.