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:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I tried going online to the company website to cancel my account but was unable to, due to a technical issue. I reached out to their help email to request that my account be closed, to which the business told me to go to their website. I request assistance with closing the account so I don't incur any additional charges.

  Business Response

  Date: 02/20/2025

  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and ************, with the toll-free number being posted on the eFax site (************************************) as well as Contact page (*******************************************) and the local 323 telephone number being posted on eFaxs How To Cancel page (************************************cancel), while online eFax chat representatives are available 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.
  
  Data shows there were no known issues that would have affected the eFax Web portal or Ms. ********* ability to use the online Cancel My Account link or reach a live eFax Customer Support Representative either via online chat or telephone.
  
  Records for Ms. ********* eFax account shows that as a courtesy, and in this case only, eFax customer support had accepted an improperly submitted eFax account cancellation request that was received from Ms. ******** via email on February 18, 2025.  The account is scheduled to close as requested with a post-dated closure date of March 5, 2025; thereby, allowing the account to automatically close at the end of the current paid service term.  An email confirmation, containing a cancellation number, will be sent to Ms. ******** (at the contact email address on file for the account) within 24 hours of the account closure.
  
  We apologize for any less than satisfactory experience and any inconvenience encountered.
  

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to cancel my account in October. I was signed out of the account and then cannot log back in. I emailed to indicate i wanted to cancel my account. I continue to be charged for the account.

  Business Response

  Date: 02/06/2025

  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and ************, with the toll-free number being posted on the eFax site (************************************) as well as Contact page (*******************************************) and the local 323 telephone number being posted on eFaxs How To Cancel page (************************************cancel), while online eFax chat representatives are available 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.
  
  Records also shows that there were no reported issues that would have affected ****** ********* ability to use the online Cancel My Account link when the account was in current billing standing or reach a live eFax Customer Support Representative either via online chat while the account was active and other eFax subscribers have been able to successfully use the online Cancel My Account link and / or reach eFax support during the same time.
  
  Mr. ********* 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 completion of the companys cancellation and verification procedures while active.
  
  Records for Mr. ********* eFax account show that it was closed as of January 29, 2025 as a result of fee dispute reversals that were received from the financial institution; billing ceased immediately, and an email confirmation, containing the cancellation number *********, was sent to Mr. ******** (at the registered contact email address on file for the account) on February 6, 2024. 
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract, billing records show that two fee dispute reversals for $18.99 each and one fee dispute reversal for $33.69 were received from Mr. ********* on January 29, 2025, and as a courtesy and in the interest of a mutually satisfactory resolution, the company did not dispute the reversals and allowed the funds to be returned to Mr. ********* account.  The collection numbers for the reversals were ********* ($18.99), ********* ($18.99) and 267196328  ($33.69).
  
  eFax policies and procedures were made clear to Mr. ******** when signing up for an eFax account online.
  
  As is standard with many online subscription services, eFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $18.99 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  
  The ******************** 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). 
  

  Customer Answer

  Date: 02/06/2025

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

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We pay monthly to be able to send faxes. The send button no longer works, we have sent numerous (more than 10) emails in the past 6 weeks seeking assistance. The only option available to contact them is via an email address. We found a phone number - which tells you to send an email. The button to update your account settings (where we could remove or update payment information) does not work. The chat function is automatic, not a real person, so the solutions provided tell you to update the account settings - umm, that button doesn't work. Tells you to send an email to their award winning 24/7 email address - umm, that doesn't work. We have given up and are now trying to cancel and still cannot get a response. We are continuing to be charged for a service that does not work. I would expect a refund for December 2023 and January 2024 as the service does not work and cancellation of future services.

  Business Response

  Date: 01/22/2025

  We have contacted ******* ******** and believe this matter has been brought to a mutually satisfactory resolution.

  We sincerely apologize for any less than satisfactory experience as well as any inconvenience that may have been encountered and thank Ms. ******** for her patience and understanding.  A courtesy credit of $26.97 (consisting of 3 monthly service fees) has been applied to ********************** account as a result of this matter. 
  

  We are taking the reported comments and feedback under advisement and will have it further reviewed to see that we take the necessary steps to improve the customer support process and experience.
  

  
  

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  It's a shame that in order to receive a reply you have to submit a BBB complaint.  They have contacted me and I appreciate the credit provided.  I am still unable to send email faxes, even after following the steps provided.  At this time I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I may still need to cancel this service in the near future if it cannot be made fully usable.

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

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a 'free trial' yesterday in an attempt to send one fax online. It was with an online business called, MyFax, and it looked credible. However, after trying many times to send the fax and having it marked as 'unsent' I stopped trying. Today I see on my bank account that they charged my account three separate charges each for $10.00. I have been trying all day to have them resolve this issue but they are impossible to reach and there is no customer service. Please help me get my money back and get them to stop scamming people online. Thank you.****** ********

  Business Response

  Date: 01/10/2025

  Records show that ****** ******** signed up for a MyFax account online on January 5, 2025, with a monthly subscription rate of $12.00 that included 100 inbound fax pages and 100 outbound fax pages and a 3 Day Free Trial period with a trial period that would end on January 8, 2025, when billing for monthly service fees would commence.

  The MyFax customer agreement (************************************************) makes clear, via Section 2 (Service Usage Terms) of the customer agreement, that faxes sent in excess of the customers outbound page limit are charged at the applicable per-page rate listed at the MyFax Website; further explaining that while most fax pages take less than sixty (60) seconds to transmit the number of pages for each transmission sent or received is calculated based on the greater of the actual number of pages or the number of full and partial 60-second increments of transmission or connection time, whether or not the transmission occurs or is completed (such as instances when someone answers the call or transmission is interrupted before completion) and that the number of outbound fax pages as included in the tiers of MyFax service, is administered by applying a monthly outbound usage credit to the customers account and assumes that each outbound page is sent to a destination with an applicable per page rate of $0.10 (or the local currency equivalent). 
  

  The MyFax customer agreement also makes clear, via Section 15.f. (Charges: Usage) of the customer agreement, that additional charges apply when the customer has exceeded the number of inbound or outbound fax pages included in their service tier and that usage fees are payable in advance at a fixed amount as set by the company (currently U.S. $10.00) and that the usage prepay amount will be immediately and automatically charged to the customer's credit or debit card without further authorization from customer upon incurring usage in excess of the number of inbound or outbound fax pages included in the MyFax service tier and that the usage prepay amount will thereafter be reduced based upon the customer incurring usage fees, and each time the usage prepay amount is depleted to a certain level (currently U.S. $2.00 or the approximate equivalent in local currency), another fixed usage prepay amount in the same amount as the prior usage prepay amount will be immediately charged to the customer's  credit or debit card, without further authorization from or notice to the customer; further explaining that upon termination or cancellation of services any remaining portion of the customers Usage Prepay Amount would be forfeited and non-refundable.
  

  The outbound activity logs for ****** Adamuccis MyFax account show that the equivalent of 398 billable fax pages were sent or attempted during the trial period; the cumulative total of the outbound fax pages were in excess of the included 100 outbound fax page allotment and as such multiple prepay charges of $10.00 were collected accordingly for the overages with any remaining prepay balance being left on the account for later use.
  

  MyFax policies and procedures were made clear to ****** ******** when she signed up for a MyFax account online.
  

  As is standard with many online subscription services, MyFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ********************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $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 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.

  And although a refund was found not to be applicable in this matter (pursuant to the agreed, accepted and legally binding contract), as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $30.00 (consisting of all prepay 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.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22774960
  
  I am rejecting this response because:

  This company is still taking money from ******* account. I did not sign up for a recurring account and I have been trying to cancel this 'free trial' account since January. Please help me stop them taking money from my bank account. Thank you.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 03/19/2025

  Records show that ****** ******** signed up for a MyFax account online on January 5, 2025, with a 3 Day Free Trial period with a trial period that ended on January 8, 2025, when billing for monthly service fees would commence.
  
  MyFax provides easy-to-use online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via online chat at ******************************************* and an online Cancel My Account link is available to subscriber accounts in current billing standing and located via the customers ********************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  ****** Adamuccis MyFax account has 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.
  
  Records for ****** Adamuccis MyFax account shows that as a courtesy, and in this case only, MyFax customer support had accepted an improperly submitted MyFax account cancellation request that was received from ****** ******** via email on March 6, 2025.  The account was closed as requested, billing ceased immediately and an email confirmation, containing the cancellation number121739035, was sent to ****** ******** (at the contact email address on file for the account) on March 13, 2025.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; records for ****** Adamuccis MyFax account show that the ********************** representative assisting with the account closure in March 2025, had also submitted, as a courtesy, a refund request of $24.00 (consisting of 2 monthly service fee) on ****** Adamuccis behalf and billing records show that the refund of $24.00 was issued to the affected credit card on March 14, 2025.  The collection ID number for the reimbursement was 270479639.
  
  MyFax policies and procedures were made clear to ****** ******** when signing up for a MyFax account online.
  
  As is standard with many online subscription services, MyFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ********************** customer agreement (************************************************) and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $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 customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  
  The ********************** 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 services at any time through the online Cancel My Account link (available via the customers ********************** web portal found) or by contacting MyFax customer support via online chat (available at www.fax.com/cancel); 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 MyFax customer agreement also makes clear, via Section 15 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that the Company may submit charges for 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).
  

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried their free service on 1/5/2025. Told it was free and would not be charged but they went ahead and charged me and signed me up for a subscription that I did not agree to

  Business Response

  Date: 01/14/2025

  Consensus Office of the President has reviewed ***** Chaudrys matter and performed a search with the information that has been provided so far (i.e. the complaints name, ***** *******, e-mail address, ********************* and telephone number, ************) and have been unable to locate any account.  

  The company requests that ***** ******* provide additional information such as their assigned fax number and / or e-mail address under which their account is registered or any other additional account identifiers. Once we have the additional
  information we can proceed with reviewing the matter.
  

  
  

  Customer Answer

  Date: 01/14/2025

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

• Initial Complaint

  Date:01/02/2025

  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.

  Company has failed to cancel trial account and makes you jump through a lot of hoops to delay the confirmation and effectuation of my cancellation request. This is all in violation of the ***'s forthcoming click-to-cancel policy.

  Business Response

  Date: 01/10/2025

  MyFax provides easy-to-use online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via online chat at ******************************************* and an online Cancel My Account link is available to subscriber accounts in current billing standing and located via the customers ********************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.

  Account records for ****** ****** MyFax account show that the account was requested closed via the online Cancel My Account link available via the customers ********************** web portal on December 31, 2024, with an email confirmation, containing a cancellation number *********, being sent to him (at the contact email address on file for the account) the next day on January 1, 2025.
  

  MyFax policies and procedures were made clear to ****** ***** when he signed up for a MyFax account online.
  

  As is standard with many online subscription services, MyFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service. As a mandatory step in the sign up process, prospective customers are presented with the ********************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $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 customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  

  The ********************** 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 services at any time through the online Cancel My Account link (available via the customers ********************** web portal found) or by contacting MyFax customer support via online chat (available at www.fax.com/cancel); 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.

• Initial Complaint

  Date:12/31/2024

  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 emailing and calling smartfax customer service to attempt to login to my account to cancel my subscription and they have failed to even respond back, yet they continue to charged me for this month. I have been charged several times in the last couple of months without ever using their services. The company refuses to ****** my subscription despite requesting this in writing and keep charging me month by month.

  Business Response

  Date: 01/09/2025

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments.

  As a courtesy, the companys cancellation verification procedures have been waived and Ebelin Amays SmartFax account has been closed pursuant this BBB matter; billing has ceased and an email confirmation, containing a cancellation number *********, has been sent to her (at the contact email address on file for the account)

  Likewise, in the interest of a mutually satisfactory resolution, a courtesy refund of $19.06 (consisting of 2 monthly service fees plus tax) 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.

  We apologize for any less than satisfactory experience as well as any inconveniences that may have been encountered. 

  We are taking the reported comments and feedback under advisement and will have it further reviewed to see that we take the necessary steps to improve the customer support process and experience.
  

  
  

• Initial Complaint

  Date:12/31/2024

  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.

  Sent and received one fax over a year ago.Unaware that it was a subscription rather than a one time fee.They charged $436 over the last year for services I never used nor signed up for.

  Business Response

  Date: 01/22/2025

  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 sign-up process makes clear, via the contract acknowledgement checkbox field, that renewal terms which include the $18.99 recurring monthly charge are automatic and will continue to charge until canceled; I agree to the automatic renewal terms above, including the $18.99 monthly charge.
  

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

  eFax 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 (*******************************************) 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 ******************** 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.
  

  Mr. Shurtliffs 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 companys cancellation and verification procedures prior to December 27, 2024, when data shows that he had submitted a cancellation request via the online Cancel My Account link.  The account was scheduled to close as requested with a post-dated closure date of December 27, 2024; 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 him (at the contact email address on file for the account) on December 27, 2024, upon the account closure. 

  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 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 customers usage of the service, until the company has been notified of the customers desire to cancel the account. While the ******************** services may not have been utilized during any given time, they were available while the account was active.

  eFax policies and procedures were made clear to Mr. ********* 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 customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $18.99 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  

  Please also keep in mind that Mr. ********* was (or should have been) alerted to charges for eFax services each month through credit card account billing statements as provided by his credit card provider.  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 inconsistency or discrepancy rather than allowing charges for services to ensue. 
  

  Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $208.89 (consisting of 11 monthly service fees) has been issued to the affected credit card.  The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that Mr. ********* follow up with the credit card provider in this regard.

• Initial Complaint

  Date:12/27/2024

  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.

  The website's submit button does not work to change my password to log in and cancel. I can't contact the company without putting in my fax number, which I don't know off the top of my head.

  Business Response

  Date: 01/22/2025

  The eFax Login page (**********************************************) provides eFax subscribers with the opportunity to obtain their assigned eFax number at any time by clicking on the Forgot login ID? link and enter in their registered email address to have the information sent to them.

  Records show that ****** Studanss eFax was closed per her request received via online chat on January 15, 2025, with an email confirmation, containing the cancellation number *********., being sent to her (at the registered contact email address on file for her account) the next day on January 16, 2025.
  

  We apologize for any less than satisfactory experience and inconvenience that may have been encountered.
  

  
  

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account/Fax Number: ************ Email Address Associated with the Account: **************************** I am filing this complaint regarding unauthorized charges, lack of proper notice, and misleading customer support practices by ************************, operated by J2 Cloud Services. Over the past 30 days, I was charged $80.00 in addition to the agreed monthly subscription fee of $12.00 without proper notification or consent. My attempts to resolve the issue through customer support were met with generic and misleading responses.Details of the complaint include: Unauthorized Charges: I signed up for MyFax with a monthly fee of $12.00. However, I was recently charged eight additional $10.00 fees under a "usage balance" policy tied to page or frequency usage. These charges were unexpected, unauthorized, and introduced without notice, violating transparent billing standards and the original agreement. Misleading Customer Support: After disputing the charges through two emails (attached as exhibits), I received replies instructing me on account cancellation and directing me to a "live chat" feature to address my concerns. However, no live chat option was available on the MyFax website, which I find misleading and indicative of poor customer service practices.I hereby request the following relief: 1) A full refund of $80.00 for unauthorized charges. 2) Confirmation of account cancellation to prevent further billing. 3) A review of MyFax's billing practices to ensure transparency.The Legal Basis: MyFaxs actions may violate several laws, including: 1) California Business and Professions Code ***** et seq. (Unfair business practices); 2) ************************ Act (15 U.S.C. 45) (Deceptive practices); 3) ******* *. *****************. (Notice of material changes required)It is my sincere hope that the BBB can assist in resolving this matter promptly.Attachments: Evidence of charges, email correspondence, and website screenshots.

  Business Response

  Date: 12/09/2024

  Records show that **** ****** had signed up for a MyFax account on December 13, 2021, with a monthly subscription rate of $12.00 that included 240 inbound fax pages and 240 outbound fax pages.

  The MyFax customer agreement (************************************************) makes clear, via Section 2 (Service Usage Terms) of the customer agreement, that faxes received or sent in excess of the customers inbound or outbound page limit are charged at the applicable per-page rate listed at the MyFax Website; further explaining that while most fax pages take less than sixty (60) seconds to transmit the number of pages for each transmission sent or received is calculated based on the greater of the actual number of pages or the number of full and partial 60-second increments of transmission or connection time, whether or not the transmission occurs or is completed (such as instances when someone answers the call or transmission is interrupted before completion) and that the number of outbound fax pages as included in the tiers of MyFax service, is administered by applying a monthly outbound usage credit to the customers account and assumes that each outbound page is sent to a destination with an applicable per page rate of $0.10 (or the local currency equivalent). 
  

  The MyFax customer agreement also makes clear, via Section 15.f. (Charges: Usage) of the customer agreement, that additional charges apply when the customer has exceeded the number of inbound or outbound fax pages included in their service tier and that usage fees are payable in advance at a fixed amount as set by the company (currently U.S. $10.00) and that the usage prepay amount will be immediately and automatically charged to the customer's credit or debit card without further authorization from customer upon incurring usage in excess of the number of inbound or outbound fax pages included in the MyFax service tier and that the usage prepay amount will thereafter be reduced based upon the customer incurring usage fees, and each time the usage prepay amount is depleted to a certain level (currently U.S. $2.00 or the approximate equivalent in local currency), another fixed usage prepay amount in the same amount as the prior usage prepay amount will be immediately charged to the customer's  credit or debit card, without further authorization from or notice to the customer; further explaining that upon termination or cancellation of services any remaining portion of the customers Usage Prepay Amount would be forfeited and non-refundable.
  

  MyFax policies and procedures were made clear to **** ****** when he signed up for a MyFax account online.
  

  As is standard with many online subscription services, MyFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service. 

  As a mandatory step in the sign up process, prospective customers are presented with the ********************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $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 customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  

  The outbound activity logs for **** Garners MyFax account show that the equivalent of 498 billable fax pages were sent or attempted during the billing cycle of 10/27/2024 - 11/27/2024; the cumulative total of the outbound fax pages were in excess of the included 240 outbound fax page allotment and as such multiple prepay charges of $10.00 were collected accordingly for the overages with any remaining prepay balance being left on the account for later use.
  

  **** Garners MyFax account account has been closed pursuant this BBB matter; billing has ceased and an email confirmation, containing a cancellation number, will be sent to him (at the contact email address on file for the account) within 24 hours of the account closure.
  

  And although a refund was found not to be applicable in this matter (pursuant to the agreed, accepted and legally binding contract), as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $70.00 (consisting of seven $10.00 prepay 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.