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:05/09/2024

  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.

  I signed up for a trial. And i was never able to log in to my account, never used it, and couldn't reset my password, and no response when i emailed them. Only way to cancel was if you logged in, which i couldn't.In the last 2-3 months, they have repeatedly tried to take my money. Literally, sometimes 2-3 times a day, and i can't even tell them to stop. They don't answer my email. And i can't cancel the account.

  Business Response

  Date: 02/11/2025

  We apologize for the delayed response to this matter and any difficulty it may have caused.  This unfortunate postponement was the result of this case being initially sent by the BBB to the incorrect recipient / entity.
  
  Records show that ****** ******** signed up for an eFax Plus account online on March 19, 2024, with a monthly subscription rate of $18.99 and a 7-Day Free Trial period with a trial period that would end on March 26, 2024, 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 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.
  
  Data shows there were no known issues that would have affected the eFax Web portal or Mr. ********* eFax account while active and data indicates that the eFax web site and eFax account were fully functional and the assigned eFax number was working properly.
  
  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 show that there were no reported issues that would have affected Mr. ********* ability to use the online Cancel My Account link when his account was in current billing standing or reach a live eFax Customer Support Representative either via online chat while the account was 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 accounts had remained active and accrued charges accordingly as data shows no record of any submission of cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures while active.
  
  The outstanding balance of $71.82 represents fees that had validly accrued until May 28, 2024.
  
  Billing records for Mr. ********* eFax account shows that attempts to collect the validity accrued outstanding balance were unsuccessful and the account was closed due to non-payment as of June 16, 2024; billing ceased immediately (please note no charges were incurred) and the outstanding account balance waived.
  
  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 Customer Agreement and Private Policy." and 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. boxes before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract, recurring payment and cancellation  policy acknowledgement checkbox fields 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). 
  
  Section 16 (Charges) of the customer agreement further makes clear that each time full payment of the outstanding balance is not received by the payment due date a late fee of U.S. $4.95 may be charged to the account without further authorization or notice to the customer and that the customer agreed that the company may (at its option) accumulate services fees incurred during their monthly billing cycle and submit them as one or more aggregate charges during or at the end of each cycle and that such notice will not affect charges submitted before the company reasonably could act on such notice.
  
  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
  

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising 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 purchased a month of service from eFax.com over a year ago to receive a single fax while over the road. I tried to cancel the service and believed I did. Several months went by and I did not notice until I was charged for several months of service at one time. I then again asked eFax to cancel my service. I then noticed another charge on one of my cards and I had to get that card replaced. I tried to contact eFax again in November 2023 and got a generic email reply with instructions and tried to gain access to my account which I can't log in anymore to follow those instructions. I received another email from eFax stating a balance due. I emailed them again to be replied with the same auto generated email reply. I just want the account closed/deleted and no more contact from eFax.

  Business Response

  Date: 01/28/2025

  Records show that ******* ***** eFax signed up for an eFax account online on January 5, 2023, with a monthly subscription rate of $18.99 and a 14 Day Free Trial period with a trial period that ended on January 19, 2023, when billing for monthly service fees would commence.
  

  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.
  

  Data shows that there were no reported issues that would have affected the cancellation process while ******* ****** eFax account was active; including the cancellation email system and customer contact records show no instance of any cancellation confirmation email being sent to ******* ***** during the trial period or while active.  **************** shows no record of any cancellation confirmation email being sent to ******* ***** while the account was active, reasoning would dictate that ******* ***** was (or should have been) aware that the eFax account was still active after trial.
  

  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.
  

  ******* ****** eFax account had remained active and accrued charges accordingly as data shows no record of any submission of cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures while active.
  

  Records for ******* ****** eFax account show that the account was closed due to non-payment as of January 12, 2024; billing ceased immediately and the outstanding account balance waived.
  

  eFax policies and procedures were made clear to ******* ***** when signing up for an eFax account online.
  

  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 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 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.

• Initial Complaint

  Date:04/30/2024

  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.

  I have emailed Metrofax 3 times requesting that my account (#********** be canceled and that they stop withdrawing from my account. The first time was December 8, 2023 when I found out the account was being charged and caused my bank account to go in the overdraft. I paid the overdraft fees and sent an email to cancel the subscription because there is no way for you to cancel it yourself manually on their website. I called and could not speak with anyone who could/would assist me. I left several emails and still no responses. As of last week, I noticed more overdraft fees on my account (not used frequently account) that should have had at least $200.00 in the account. Come to find out, Metrofax was still attempting to draft my account despite my previous emails. Each month a draft was attempted, I was charged $36.00 per transaction. Metrofaxed attempted 4 drafts again since January. Their company is sending me emails stating they are attempted to draft my account despite me sending emails to cancel my subscription. No one will return my call or respond to my email but I am still getting notices from them for the attempt to withdraft. I canceled my Metrofax account last year in 2023 but yet you have been continually charging my account under my name ******** ******************* I asked that my debit card information be removed manually by customer service since there is no way to remove it manually on our own. If you review my account, you will see that no services have been used for over 2 years. As of today, your company has still been attempting to collect payment on my bank account which has caused me to collect multiple NSF charges. I am asking someone to please reach out to me to assistance and refund my account. I have filed an affidavit with my bank account for recovery of these bank fees and to investigate Metrofax.

  Business Response

  Date: 05/09/2024

  Metrofax provides easy-to-use online options for account cancellations that are all available 24 hours a day 7 days a week; Metrofax chat representatives are available online at ******************************************* and an online Cancel My Account link is available to subscriber accounts in current billing standing 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.
  

  And although our customer contact records show that ******************** had submitted an email to Metrofax Support on December 8, 2023, requesting to cancel her account; a response from Metrofax support was sent to her the same day providing instructions on how to use the online Cancel My Account link for cancellation and advising that for any further question to contact Metrofax 24/7 via chat using the following link *******************************************
  

  ********************** Metrofax 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 companys cancellation and verification procedures while active.
  

  As a courtesy, the companys verification procedures have been waived and ********************** Metrofax account has been closed pursuant this BBB matter; billing has ceased and an email confirmation, containing a cancellation number, will be sent to her (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, as an additional courtesy and in the interest of a mutually satisfactory resolution, the company has retroactively applied the date (December 8, 2023) of ********************** email as the intended cancellation date for her Metrofax account and have issued a refund of $52.75 (consisting of all charges incurred after that date) 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.
  

  Please note that Consensus is not responsible for charges incurred by third parties, such as financial institutions, and cannot provide refunds for charges that Consensus did not directly process.  In some cases, financial institutions have been known to reverse overdraft fees when the affected charge has been refunded by the merchant.  We suggest that ******************** contact her financial institution for consideration for a reversal of the overdraft fee.
  

  While we appreciate ************************ position, Metrofax policies and procedures were made clear to her when she signed up for an Metrofax account online.
  

  As is standard with many online subscription services, the Metrofax customer agreement is 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 Customer Agreement and Privacy Policy box before the account can be activated.  The Metrofax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.
  
  The Metrofax customer agreement (*****************************************************) makes clear, via Section 9 (Termination) of the customer agreement, that accounts are to be canceled in accordance with the companys 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 e-mail is received. 
  

  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; explaining that upon the expiration of a free trial period fees would be immediately charged to the customers 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 further 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 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.

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair 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 opened an efax account and canceled same day. They continued to charge me. I can't get ahold of anyone. They do keep calling to see if I have questions on how to use it which I tell them I canceled and no change in account and no response to my emails.

  Business Response

  Date: 02/07/2025

  We apologize for the delayed response to this matter and any difficulty it may have caused.  This unfortunate postponement was the result of this case being initially sent by the BBB to the incorrect recipient / entity.
  
  Records show that ******* ****** signed up for an eFax account online on March 7, 2024, with a monthly subscription rate of $49.99 and a special introductory offer of $15.00 for the first month of service.
  
  The eFax customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, 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.
  
  Data shows that there were no reported issues that would have affected the cancellation process while Ms. ****** eFax was active; including the cancellation email system and customer contact records show no instance of any cancellation confirmation email being sent to Ms. ****** prior to May 3, 2024.  **************** shows no record of any cancellation confirmation email being sent to Ms. ****** prior to May 3, 2024, reasoning would dictate that Ms. ****** was (or should have been) aware that the 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 ************, 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.
  
  Ms. ****** eFax account had remained active and accrued charges accordingly as data shows no record of any submission of a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures prior to April 26, 2024, when data shows the receipt of a cancellation for Ms. ******* eFax account as submitted via the online Cancel My Account link.  A post-dated closure date of May 3, 2024, was placed on the account, 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 Ms. ****** (at the contact email address on file for the account) the same day upon the accounts closure. 
  
  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $49.99 (consisting of 1 monthly service fee) has been issued to the affected credit card.  The collection ID number for the reimbursement was ********* 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.
  
  eFax policies and procedures were made clear to Ms. ****** 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 Customer Agreement and Private Policy." and I agree to the automatic renewal terms above, including the $49.99 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. boxes before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract, recurring payment and cancellation policy acknowledgement checkbox fields 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: 02/07/2025

   
  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:04/22/2024

  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.

  For 3 months on the 16 th of each month I have a 412 charge on my account and the past three months it has been $16.95. I have never had a myfax account and dot use this service. I have emailed numerous times and I get an automated response each time saying in order to cancel my account I must log in (which I cannot do because I do not have an account) and go to billing and cancel. I was finally able to find out the login information and when you try and do that they try and charge you another $21.65 just to cancel the service. This is fraudulent and its unacceptable. I have called and emailed and there is no response. Something must be done.

  Business Response

  Date: 05/01/2024

  Records show that the MyFax account in question was voluntarily signed up for online on December 7, 2023, with a monthly subscription rate of $12.00 and a 3 Day Trial period that ended on December 10, 2024, when billing for monthly service fee commenced, utilizing the name *****************************, the billing address **************************************************** (the same mailing address provided for ***************************** in the BBB matter) the email address ************************** (the same email address provided for ***************************** in the BBB matter) and contact telephone number ************ (the same telephone number provided for ***************************** in the BBB matter)
  

  A review of the account shows that this was the only information (name, address, e-mail and telephone number) ever associated to the MyFax account for its duration and the information provided at the time of sign up passed the MyFax internal fraud safeguards as well as being approved by ********************* credit card company as being valid.
  

  Sign up and activation of MyFax accounts require the complete submission of all credit card information, which includes the credit card number, expiration date, billing address and CVV (the *** digit code on the front or back of the physical credit card).
  

  Data further shows that the ** address used at the time of sign up to be a geographical location within *****; the same geographic location for the mailing address provided for ***************************** in the BBB matter.
  

  All of these factors seem to indicate that the MyFax account in question may not have been set up fraudulently.
  

  While it is not impossible, it is highly improbable in cases of ordinary fraudulent account set-*** that third party perpetrators would utilize the same personal email address and / or telephone number of the victim, as any contact to the e-mail address or telephone number made in reference to the fraudulently set up account would be received by the victim; therefore alerting them to the activity.
  

  MyFax provides easy-to-use telephone and online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via telephone at *****************-563-9212, ************ and ************ and the MyFax site and online Support page have the telephone numbers posted, while online MyFax chat representatives are available online at ******************************************* and an online Cancel My Account link that is available to subscriber accounts in current billing standing via the customers MyFax 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 that there were no reported issues that would have affected **************************; ability to use the online Cancel My Account link or reach a live MyFax Customer Support Representative either via telephone or online chat while her account was active and other MyFax subscribers have been able to successfully use the online Cancel My Account link and / or reach MyFax support during the same time.
  

  ********************* MyFax 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 companys cancellation and verification procedures while active.
  

  As a courtesy, the companys verification procedures have been waived and ********************* MyFax account has been closed pursuant this BBB matter; billing has ceased and an email confirmation, containing a cancellation number, will be sent to ***************************** (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, as an additional courtesy and in the interest of a mutually satisfactory resolution, a refund of $69.90, consisting of all 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.
  

  While we appreciate ********************* position, MyFax policies and procedures were made clear to ***************************** when signing up for a MyFax account online.
  

  The MyFax 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 anytime by providing the company notice by contacting MyFax customer support either via telephone or online chat or through the online Cancel My Account link (available via the customers MyFax web portal found); 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 upon the expiration of a free trial period fees would be immediately charged to the customers 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 further makes clear that each time full payment of the outstanding balance is not received by the payment due date a late fee of U.S. $4.95 may be charged to the account without further authorization or notice to the customer and that the customer agreed that the company may (at its option) accumulate services fees incurred during their monthly billing cycle and submit them as one or more aggregate charges during or at the end of each cycle and that such notice will not affect charges submitted before the company reasonably could act on such notice.

• Initial Complaint

  Date:04/19/2024

  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 had a free efax account for over 10 years. I just noticed eFax is charging my credit card $***** every month without my approval. I called to complain and they told me they sent an email and upgraded my account without my active/written approval in 2022. Efax apparently used a default setting to automatically upgrade me from a free account to a paid account. Not the least expensive account. ********************** increased the monthly payment from $16.95 to ***** (12% increase) without my written approval. Total charged from 2-22-2022 to 4-19-2024 = $473.34. I seek a refund for all charges. 4-19-2024 I called EFAX and the *** said he had no power to issue a refund and nobody at EFAX could issue a refund. He downgraded my account to the least expensive account ~$4.99/mo. I kept it active so I will be able to access it during this request for refund. When this is resolved I will close the account. Thank you.

  Business Response

  Date: 01/30/2025

  We apologize for the delayed response to this matter and any difficulty it may have caused.  This unfortunate postponement was the result of this case being initially sent to the incorrect recipient by the BBB.

  Records show that ****** ***** signed up for an eFax Free account online on December 2, 2005.
  

  Please note that eFax Free subscriptions are completely free and no credit card information is requested or required at the time of sign up and / or activation. 

  Activity history for Mr. ****** eFax account shows that the account was upgraded from an eFax Free subscription to an eFax Plus paid subscription online via the eFax customer web portal on January 18, 2022, with a 30 Day Free Trial period that ended on February 17, 2022, when billing for monthly service fees commenced. 

  There is no indication that this upgrade was made by any eFax agent. Moreover, the upgrade requires the submission of all credit card info, including the *** (the *** digit security code physically on the card) which must be submitted by the cardholder.  This factor seems to indicate that Mr. ****** eFax account was voluntarily upgraded.  Consequently, reasoning would dictate that the upgrading party would have been aware of associated fees with the service. 
  

  The eFax customer agreement (*********************************************************************************) 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.
  

  The eFax customer agreement also 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. ****** 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 while the account was active.
  

  Likewise, the companys customer contact data shows no record of any contact with or from Mr. ***** concerning billing and / or account status and subscription prior to April 19, 2024, when data shows that Mr. ***** had contacted eFax Customer Support via telephone reporting that the eFax account was supposed to be a free subscription.  Data shows that the assisting eFax representative informed Mr. ***** that the eFax Plus account was a paid subscription and at Mr. ******* request, the eFax Plus subscription was then adjusted to a special reduced monthly rate and remained active.  
  

  Please 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.
  

  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $263.88 (consisting of 16 monthly service fees; 9 at $4.00 and 12 at $18.99) has been issued 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.
  

  Billing records for Mr. ****** eFax account shows that a prior courtesy refund of $14.49 was issued to the affected credit card on April 24, 2024.  As such, Mr. ***** has been issued reimbursements totaling $278.36.
  

  Mr. ****** eFax account has been closed pursuant to this BBB matter; billing has ceased and an email confirmation, containing a cancellation number ********, has been sent to him  (at the contact email address on file for the account).
  

  ******************** policies and procedures were made clear to Mr. ***** when signing up for and upgrading the eFax account online.
  

  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  Contract Acknowledgement 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.

• Initial Complaint

  Date:04/17/2024

  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.

  I subscribed to eFax to send ONE document in April 2022 and that's all. Couldn't find where to cancel my subscription afterward and sent an email to their "contact us" to CANCEL MY SUBSCRIPTION on 10/1/22, 2/24/23, 3/15/23, and 4/18/23, with the final stating I will be disputing every charge and will be reporting to BBB. My account was NEVER canceled through all of this and I am STILL being charged monthly as of 4/17/24. This is 2 years my card has wrongfully been charged (plus ~20% interest I'll never get back, plus increased stress and depression dealing with this greedy company) and I am TIRED. Zero customer service skills and clearly give zero ?? about their customers. I regret ever giving this nightmare company a shot.

  Business Response

  Date: 04/26/2024

  *************************** signed an eFax account online on April 29, 2022, with a 14 Day Free Trial period that ended on May 13, 2022, when billing for monthly service fees commenced.
  

  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 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 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 *****************-958-2983 and ************ 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 via the customers 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.
  

  Data shows that there were no reported issues that would have affected Ms. ******* ability to use the online Cancel My Account link or reach a live eFax Customer Support Representative either via telephone or online chat while her 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.
  

  And although our customer contact records show that **************** had submitted an email to eFax Support on October 1, 2022, requesting to cancel her account; a response from eFax support was sent to her the same day providing instructions on how to use the online Cancel My Account link for cancellation and advising that if assistance is still needed to click Chat Now on our Support Page with the Support Page text itself being a live link that when clicked on takes the customer to the eFax Support Overview page.
  

  Ms. ******* 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 companys cancellation and verification procedures while active.
  

  As a courtesy, the companys verification procedures have been waived and Ms. ******* eFax account has been closed pursuant this BBB matter; billing has ceased and an e-mail confirmation, containing a cancellation number, will be sent to her (at the contact email address on file for the account) within 24 hours of the account closure.
  

  The eFax customer agreement further 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 customers 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 each time full payment of the outstanding balance is not received by the payment due date a late fee of U.S. $4.95 may be charged to the account without further authorization or notice to the customer and that the customer agreed that the company may (at its option) accumulate services fees incurred during their monthly billing cycle and submit them as one or more aggregate charges during or at the end of each cycle and that such notice will not affect charges submitted before the company reasonably could act on such notice.
  

  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, the company has retroactively applied the date (October 1, 2022) of Ms. ******* email as the intended cancellation date for her eFax account and have issued a refund of $418.23 (consisting of all charges incurred after that date) 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.
  

  While we appreciate Ms. ******* position, eFax policies and procedures were made clear to her when she signed up for an eFax account online.
  

  As is standard with many online subscription services, the eFax customer agreement is 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 eFax customer agreement and must confirm that they have read and agreed by checking the I agree to the automatic renewal terms above, ..  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.
  

  Please also keep in mind that given the length of time from the date of the eFax account activation to the date of the
  account closure that **************** had adequate opportunity to contact her financial institution at any time in order to initiate a fee dispute reversal of any of the charges incurred and discontinue billing at any time rather than allow for unwanted charges services to ensue.

• Initial Complaint

  Date:04/17/2024

  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.

  I have been charged for the past 38 months by Metro Fax for an account that is not mine. It belongs to a local drs. office and I'm constantly receiving faxes with Patient Information in all of these faxes: Name, Address, DOB, Medications, etc. Drs. Names, Pharmacy Info, etc.This is HIPPA violation and I want my account credit for this hassle. I have tried at least 10 times to contact metro fax and they have NO answers. They promise to take care of it then nothing, and I'm STILL being charged.

  Business Response

  Date: 04/26/2024

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and based on the merits of the case a refund of $247.85, consisting of all charges incurred, has been issued to the affected credit card.  The collection 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 his credit card provider in this regard.

  We greatly appreciate and thank Mr. ***** for his patience and understanding and sincerely apologize for any less than satisfactory experience encountered as well as any inconvenience and frustration caused by this matter.

  
  

• Initial Complaint

  Date:04/09/2024

  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 have had a $12/month account for several years.On 3/6/24 I was contacted by a sales rep who recommended I upgrade to a HIPAA compliant account for $35.99/month. I told him I would rather cancel because I so rarely use faxes. He recommended that I upgrade the account and then just pause the account before my next billing cycle and just unpause it if I ever wanted to. I agreed to this.On 3/18/24, I called the number that sales rep gave to me to pause my account. They told me I could email that request to ************************************ I emailed them on the same day. On 3/21, I emailed to verify receipt of my previous email and got no reply.On 3/25, I called and spoke to ********* who said that she could not see my email in their system, but that she would email in the request on my behalf. She copied me on that email. I got no further follow up On 3/27, I followed up by replying to *********'s email to confirm that email had been received and got to no reply.On 4/3, I called again to confirm receipt of my email requests to pause my account and was informed that pausing an account was not possible. I told them that I wanted to cancel if I could not pause. They said that I would have to email *********************************** to cancel and I should expect a reply within a week.On 4/9, I was sent an invoice for $35.99. I called again to confirm receipt of my emails and they were not able to confirm that they have gotten anything from me. They also said that they could not process a cancellation over the phone, or email on my behalf. As far as I can tell they are not getting my emails, so I have no way to cancel this service.I want to cancel the services and stop being charged.

  Business Response

  Date: 04/19/2024

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and based on the merits of the case a courtesy credit memo of $35.99 has been submitted to the Consensus ****************** for processing and a refund will be issued to the affected credit card shortly. The reflection of the funds onto the account is dependent on the credit card provider and we ask **************** please allow for at least 5 to 10 business for that reflection.

  We apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank **************** for his patience and understanding.

  We are also taking the reported experience and feedback under advisement and further reviewed by the appropriate departments to see that we take the necessary steps to improve the customer support process and experience.
  

  
  

  Customer Answer

  Date: 04/19/2024

   
  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:04/03/2024

  Type:Service or Repair 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.

  Lately, I have been experiencing difficulties faxing documents. I receive an "error" message which prevents the fax from being sent. I have used eFax since 2017 so it is not a user mistake.

  Business Response

  Date: 04/12/2024

  We have been in contact with *************************** and believe this matter has been addressed satisfactorily.

  We apologize for any less than satisfactory experience and any inconvenience caused, as well as thank *************************** for his patience and understanding.  As an additional courtesy a credit of $18.99 (consisting of 1 monthly service fee) has been to his account.  
  

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

  Customer Answer

  Date: 04/15/2024

   
  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. **** stated that a credit of $18.99 will be added to my account, which I will look for. If the credit is not applied, I will recontact BBB. 
  
  Sincerely,
  
  ***************************