Efax Service - Can't cancel

Efax will not cancel my service as requested. I have requested cancellation four times and continue to have to navigate through an endless series of circular emails and phone messages which lead back to the same point—they will not respond to cancellation by discontinuing service. It is obviously an unfair-to-the consumer revenue generation practice in which they are very competent. I’m disputing the charges to my credit card. What a time-wasting hassle!

Advice: Use an eFax competitor. The service is not worth the difficulty and certainly not worth the unwarranted charges nor wasted time.

Marcy Serratt

Comment On This

I would rather use smoke signals than EFAX. In my opinion the difficulty to cancel outweighs the benefit of the service. They rely on the chance that consumers will be too tired or too busy to chase them down to cancel their accounts. I have seen countless articles about this on the web from other consumers. When I tried first to cancel, they claimed that they could not find my account. Then I tried again after another month past when I saw the $16.95 charge on my bill. I disputed it with my cc. on the next bill- there it is again. I have threatened EFAX that I will close my cc acct down if they don't cancel. which after going through their script:

{Fred H.} XXXX, I understand that currently you do not need the service. In the current situation, we will waive off the monthly fee for two months. This way you will be able to keep your account, which will enable you to send and receive faxes. You will also be able to use all of our services and re-evaluate it for your faxing needs. During this period, you will not be charged any monthly fee. Usage charges are applicable for sending faxes if any. We are suggesting this so that you can give it a second thought, as you will not be paying $16.95 for the next 2 billing cycles.

{Fred H.} Your eFax account will be credited with $33.90 so that you may utilize our services without being billed our monthly fee for the next two billing cycles.

{Fred H.} As you will not be charged the monthly fee for the next two months, you could keep the account till then. If you still feel that you do not have any use for our services by the end of the two months credit period, please feel free to contact us anytime. Will it be fine with you?

{consumer} no. i don't need or want the account at all. I need this account closed today. please confirm.

{Fred H.} I completely understand your wish to discontinue, since you have already paid for the billing cycle, we do not want you to lose out on the money. I suggest you to retain this number at least till the end of two months credit offer as you will not be charged any monthly fee for the two months. As a good will gesture to continue our association we will offer you an additional gift balance of $10 along with the monthly credit which will enable to send up to 100 additional fax pages free of cost(per page per minute within US & Canada).

{Fred H.} During this two months credit period, you can keep this service active and if you use it once in these two months we will be more than happy that we were able to serve you.

{Fred H.} If you do not wish to continue beyond this waiver period, then there is no obligation to continue. There are no contracts. All you would need to do is, contact us just once, anytime during this credit period to re-confirm your decision. We are at your service, round the clock, 24 hours a day, 7 days a week.

{consumer} cancel my account now. what you are doing is bordering on illegal. confirm the cancellation.

{Fred H.} All right, I respect your decision and will cancel your number immediately.

{Fred H.} I'm sorry that you are leaving eFax. At eFax, we are continuously improving our products and services. Please do consider us if your faxing needs should change in the future.

{Fred H.} Is there anything else you would like to have assistance with?

{consumer} thank you. I would like your full name, the name of your department manager and your physical address.

{consumer} I would also like a letter that confirms this cancellation faxed to me on your company letter head.

{Fred H.} Yes, you will receive an email confirmation.

{Fred H.} Pleasure to be of assistance.

{consumer} my home fax is XXXX. please confirm. if you are sending an email please put your full name and office address on it. i need this confirmation today.

{consumer} fred. please send me this email now if possible.

{Fred H.} As soon as the chat ends you will receive an email confirmation.

{Fred H.} Thank you for contacting j2 Global Online Support, I hope you found our session helpful.

Good-bye and take care!

{consumer} before this chat

{consumer} ends please give me your full name and biz address

{consumer} hello? why won't you give the consumer your address?

they did send me a confirmation email that my service has been canceled.

Unfortunately, you have to watch them like a hawk. I would be suprised if i don't see another charge. just because you dispute through your credit card doesn't mean that the problem will go away.

Comment On This

You are NOT the only one that can't cancel - I've been on the phone with India for over 15 minutes to cancel. This company is dangerous and I advise all to stay far away!!!!