eFax Cancellation and Billing Practices

I have used the eFax Plus service for approximately a year. After I noticed

on my monthly credit card statement that eFax had applied a charge of

$129.99 to my card without providing any advanced (or even concurrent)

notification, I contacted them to cancel the service. They performed the

cancellation process via TEXT CHAT, providing no record of the cancellation

request or text exchange.

I made the point to the CHAT rep, and then to a telephone rep, that they

should provide a complete refund because I had received no notice of the

charge. The representative (Eric J) replied that since I had not canceled

within 7 days of the charge, I would receive only $104 instead of 129.99.

Since my credit card statement did not arrive until after my 7-day window

had passed, I had no opportunity to comply with their ridiculous 7-day

policy. I find it ironic and highly unethical, that a company that

provides an electronic fax service does not make it a standard business

practice to send a fax or email notification of their intended charge.

After reviewing other complaints against eFax, it is clear that my

experience is not unique.

Like virtually all business clients, I require a receipt of business

expenses (including eFax) for tax purposes. A reputable business would

recognize that universal need and align their business practices to

accommodate me and others like me. The only conceivable reason that eFax

does not automatically provide both advanced notification AND a statement

for tax purposes is to trick unwilling clients into resubscribing -- and if

that fails -- to obtain a penalty for cancellation after the charge has hit

the credit card. This is a shameful and unethical practice.

Douglas T.

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Hi, my name is Sarah and I am an analyst at Balestriere Lanza, a trials and investigations law firm in New York. Our firm has been investigating eFax's potential misconduct for several months and would be interested in hearing more from you about your experience. Please feel free to contact me at your convenience at sarah.goodman AT balestriere.net or at (212) 374-5400 x 132.

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my experience was as disappointing as

all the above writers. efax and

rapidfax both feed off their customers

and offer both poor quality faxing and

terrible customer service.

i cancelled via an email that was never

confirmed because their chat line didnt

function and no copy resulted.

the phone number on my credit card statement is also false. so very simply

be forwarned dont use their service unless you need abuse.

i will be filing a complaint with FTC or

FCC and alert as many websites that take

complaints to avoid a bad company such as efax or rapid fax.

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I should have researched Efax online before signing up for an account - free trial account at that. Their written offer clearly states that I would not be charge should I cancel my TRIAL account within 30 days. And the cost would only be $16.95 per month automatically billed to my card should I decided to continue with their services.

Little did I know, I was immediately charged on the day of the signup and not for $16.95 but $26.95. Upon disovering the unauthorized charge within 7 days, I contact customer service and requested an immediate refund and cancellation of the account. I was told that it was not possible. They could only offer me a "CREDIT" in my account. Thank God I still have their advertising email with all the terms outlined. I emailed it to the the rep and that shut him up. After threatening them a chargeback on my credit card, he offered to issue my refund within 24 hours. Low and behold, the email I received to confirm my refund stated a completely different offer. My refund now is "up to review" and should they agree to my refund, less a $10 activation fee, I would receive it in 10-15 business days. I nearly fell off my chair laughing at their audacity about the made-up "activation fee". So now my refund is reduced to $16.95 if I get lucky.

I took the necessary steps in cancelling by following their rule. Went online and CHAT to request a cancellation. That was a waste of time too but I did get an email in writing that the account was indeed finally canceled. I contacted my credit card company and requested a chargeback as not to waste any more time dealing with these crooks.

DON'T FALL FOR ANY OF THEIR ADS - This is a copy of the email ad I responded to and I still got charged despite the claim of costing me $0 for a free trial.

AD COPY

"If it's a free trial, why do you need my credit card?"

"If you cancel anytime during the 1 month free trial period, your credit card will not be charged for the normal subscription fee. Trial also includes a $0.00 (USD) credit for usage fees (i.e sending).

If you are enjoying faxing with eFax, do nothing, and your membership will automatically continue with a monthly fee of $16.95 (USD), for as long as you choose to remain a subscriber. No commitments, no hassles. Cancel anytime.

30-Day Free Trial Send up to 30 pages at no cost

Simplify Your Faxing Enjoy ease of faxing by email

No Risk, All Reward Cancel at any time

DON'T WASTE YOUR TIME WITH EFAX.

POST A REPORT IF YOU GOT VICTIMIZE SO MORE PEOPLE ARE WARN OF THIS SCAM.