Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/14/2022

  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 was overcharged at the end of October 2021.
  I contacted their office several times between November and January, finally filing a dispute with my bank since I got no responses. Once the dispute went through, they shut off my account with no warning. As a physician whose patients rely on my receiving faxes regularly, this was a serious patient safety issue.
  I posted on social media complaining and also reached out to the CEO and then the company finally replied. They offered me 6 months free in February, which was confirmed by their billing department in April. I still have not received any credit to my account and I continue to be billed monthly. I have contacted them every month and have gotten no response, even from emailing the CEO. I just filed another dispute with my bank, but they can only go back 60 days. I need a credit for the past 6 months of my bills.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 14, 2022/10/25) */
  We have been in contact with ****** ******** and believe that this matter has been brought to a mutually satisfactory resolution.
  
  We sincerely apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank **. ******** for her patience and understanding.
  
  
  Consumer Response /* (2000, 16, 2022/10/27) */
  Yes, the business has since resolved this to my satisfaction.
  Thank you,
  ******

• Initial Complaint

  Date:09/13/2022

  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 have been trying to change my service for 2 months. they are charging me a lot of money for services that I no longer need. I need them to CHANGE my service. I am extremley frustrated.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 14, 2022/11/03) */
  We have been in contact with *********** and believe that this matter has been brought to a mutually satisfactory resolution.
  
  We sincerely apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank ******** for her patience and understanding.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cannot cancel fax service.. Billing me but wont accept cancel request
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/26) */
  We apologize for any less than satisfactory experience and any inconvenience encountered.
  
  We have reviewed ************ matter and performed a search with the information that has been provided so far (i.e. the complaint's name, **********, e-mail address, **********************, billing address, **************************************** and telephone number,************** and have been unable to locate any account.
  
  The company requests that Mr. ***** provide additional information such as their assigned fax number and / or e-mail address under which his account is registered or any other additional account identifiers. Once we have the additional information we can proceed with reviewing Mr. *****'s case and hope to bring it to a mutually satisfactory conclusion.
  
  We thank Mr. ***** for his patience and understanding.

• Initial Complaint

  Date:08/24/2022

  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.

  I have tried to cancel this service over and over. They do not provide a valid way to cancel and they continue to try to take money I never even used metrofax and therefore i need a refund
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/06) */
  **** ********* signed up for a Metrofax account online on April 5, 2022, with a 14 day free trial period that ended on April 19, 2022, when billing for monthly service fee commenced.
  
  Metrofax provides 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 Metrofax web portal found on the "Billing" tab of the "Account Details" section from the top navigation, while Metrofax online chat representatives are available at ******************************* for subscribers with annual plans, multiple fax numbers or an outstanding balance.
  
  Billing records for Ms. *********'s Metrofax account show that an outstanding balance for fees had accrued which resulted in the inability to use the online "Cancel My Account" link.
  
  Ms. *********'s Metrofax 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 the account was active.
  
  As a courtesy, the company's verification procedures have been waived and Ms. *********'s Metrofax account has been closed pursuant this BBB matter; billing has ceased and an e-mail confirmation, containing the cancellation number XXXXXXXXX, has been sent to her at ***********************
  The Metrofax 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; explain 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 also makes clear that failure to use the account would not be deemed a basis for refusing to pay any charges; the Metrofax customer agreement provides no provision for a rate reduction, credit, waiver, or refund if the customer elects not to use the service during any given time or if an account is closed prior to the end of the service term. Regardless of usage Metrofax subscription fees are still applicable as the assigned Metrofax number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, Metrofax service fees are not predicated on use but rather the availability of the services and are regularly payable, regardless of the customer's usage of the service, until the company has been notified of the customer's desire to cancel the account. While the Metrofax 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 $40.70, 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 the account is dependent on the credit card provider. We may suggest that Ms. ********* follow up with the credit card provider in this regard.
  
  And as a final a courtesy, Ms. *********'s Metrofax account's outstanding balance has been waived and no further attempt to collect will be made.

• Initial Complaint

  Date:08/08/2022

  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.

  To whom it may concern
  
  I signed up to use the efax service with their free interim promotion as I had intended to send only a few pages of faxes. I rarely have a need for sending a fax so this free trial from a service that I used over 18 years ago seemed like the right fit. I intended to send the single fax and cancel the service. After I sent the fax I had thought that I cancelled the service but it looks as though efax had charged me $18.99 on July 12th. I recently saw this charge on my credit card and immediately cancelled my account as I had not since used it that single fax. I then emailed the company asking for a refund for a service that I did not use. After a series of confusing emails no refund was confirm so I was forced to call their ****************. I eventually was put in touch with ****** after 25 minutes he refused to provide me a refund on the premise that it has been three weeks after they charged me and they do no give refunds. I only noticed the charge yesterday on my credit card. I find it unacceptable that efax does not provide refunds, especially in what has to be a common situation with their service that the average user i would think have little use for beyond a single fax. ******* hard stance on this matter plus the ridiculous offer to upsell me with further services at the end of my complaint to his manager only goes to show that efax had a scripted response to what is a common problem they have and have taken this hard line to generate sales from unsuspecting customers like myself. I would like to report this in case future customers report the same thing and enough of us can have an impact on their ***** ********* My supervisor request reference number is XXXXXXXX.

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 14, 2022/09/09) */
  ****** ***** signed up for an eFax account online on June 27, 2022, with a monthly subscription rate of $18.99 and a 14 Day Free Trial period that ended on July 12, 2022, when billing for monthly service fees commenced.
  
  The eFax customer agreement (https://www.efax.com/legal#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 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 **. *****'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 **. ***** during the trial period (or prior to August 8, 2022). Considering data shows no record of any cancellation confirmation e-mail being sent to **. ***** reasoning would dictate that he was (or should have been) aware that his 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 (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.
  
  **. *****'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 and verification procedures prior to August 6, 2022, when data shows that he had submitted a cancellation request via the online "Cancel My Account" link. The account was closed as requested and an e-mail confirmation, containing the cancellation number *********, was sent to him at *****************.
  
  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.
  
  Section 16 (Charges) of the customer agreement further makes clear that failure to use the account would not be deemed a basis for refusing to pay any charges; the eFax customer agreement provides no provision for a rate reduction, credit, waiver, or refund if the customer elects not to use the service during any given time or if an account is closed prior to the end of the service term. Regardless of usage eFax subscription fees are still applicable as the assigned eFax number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, eFax service fees are not predicated on use but rather the availability of the services and are regularly payable, regardless of the 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.
  
  While we appreciate **. *****'s position, eFax policies and procedures were made clear to him when he 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.
  
  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 was issued to the affected credit card on August 14, 2022. The collection number for the reimbursement is ********* and the reflection of the funds onto **. *****'s account is dependent on the credit card provider. We may suggest that **. *****'s follow up with his credit card provider in this regard.
  
  
  Consumer Response /* (2000, 16, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company did the right thing for a customer who had no intention to use the services past the free period.