J2, efax, J2 Global communications - I signed up for a trial account on April 13, 2004, under the impression that it was a 6-month trial. I, in fact, never ended up using their services

J2, efax, J2 Global communications - I signed up for a trial account on April 13, 2004, under the impression that it was a 6-month trial. I, in fact, never ended up using their services – no faxing needs. So I called to cancel this month (August 27, 2004), just short of the 6 month trial period. I learned that the trial period was only for 1 month, so I had been charged for 4 months of usage, which I’ll state again, was none.

J2, efax, J2 Global communications

j2 Global Communications

6922 Hollywood Blvd., 5th floor

Los Angeles, CA 90028

323-817-3205 This company provides online faxing and other communications services. I signed up for a trial account on April 13, 2004, under the impression that it was a 6-month trial. I, in fact, never ended up using their services – no faxing needs. So I called to cancel this month (August 27, 2004), just short of the 6 month trial period. I learned that the trial period was only for 1 month, so I had been charged for 4 months of usage, which I’ll state again, was none. I tried to speak with a manager to explain the situation and work on a resolution. I was told by the first customer service representative (CSR) Derek that they do not refund anything. I asked him to acknowledge my lack of usage and to somehow justify my costs. He said that he could not see my account history anymore, since I canceled my account. I said that was convenient, but I’d rather speak with a manager.

When I eventually got to a supervisor, Gary P., I was told the same story. They do not refund. This supervisor, though, was able to see my usage, or again, lack thereof, and said that I had a reserved fax number since April and that was the $15 charge a month. He verified my total expenditure at $60, though the previous rep said it was a $90 charge. I understand that J2 has some costs in this function, however when they have unused accounts that they are regularly billing, there is obviously some disconnect. I find this practice unprofessional and it makes me question their corporate values. The fact that they have no interest in acknowledging this problem or any attempt toward resolution is truly disappointing. Additionally, J2’s Customer Service practices are not customer friendly, with most reps simply stating that they cannot help, that it is not company policy to issue refunds and that they cannot identify their names, or their supervisors’ names. In my future faxing, online commutations needs, I will NOT consider J2 but intend to find a professional company that provides competing services with a friendly and competent manner. I would caution any persons considering using this service to clearly identify your needs and their services, because once signed up it seem difficult to become untangled. SEE Diana Price’s Complaints.com September 6, 2002 posting.

Heidi van L

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