J2 Global Connect "Complaint"
6922 Hollywood Blvd. Suite 500
Hollywood, CA 90028
Primary Phone: (323) 843-9301
Complaint Description - Posted 5-10-2007
Open original fax account (623) 321-8XXX on 10/05/06. On March 27, 2008 two new fax numbers were open by mistake. Since it is a yearly contract. J2 Connect charge twice for the March 2008 faxes. $170.53 x 2. J connect will only credit me $311.06 instead of the $341.06. It gets worse J2 decided to close the entire account. Now, my original fax number I only used it for 6 months and it is no longer active. According to Paul H (customer Service Mgr.) It is customary when a dispute it is open and a credit it is use for someone or system to close the entire account. To reactivate my account they want to charge me $10.00 to re-open my original fax number plus $15 x 2 for the use of the previous fax numbers open by mistake plus a $10 x 2 for re-activating both numbers Although we already settle the issue of both fax numbers that where open by mistake.
The $30 dollars not refunded from the two annual fax numbers the customer added to the account was for our Activation fees. It is a onetime $15.00 per number charge and is non-refundable except in certain circumstances. The reason it was not returned in this situation was because, while the customer indicated the numbers were added in error, they were both open for at least a month’s period of time and one of the numbers actually showed use. In these situations, as stated in our customer agreement, we do not refund the Activation Fee. All other portions of the charges related to the two erroneously added numbers was returned. If the customer wishes to reactivate his account with the original number assigned then we will make certain the $10 fee is waived. We apologize for the inconvenience.
If they are willing to waive a $10 fee to reactivate the account. Why is a credit card is required for fax # 623-321-8XXX if that line it's already paid for the entire year since 11/06. That number was never disputed. It is my understading that additional fees will be charge to my credit card other than the $10.00 fee.
According to a customer Rep Pete M. j2 Customer Support 1-323-817-3218 If you wish to reactivate your account, please contact us and provide an alternative credit card to which we can charge: - The amount previously disputed - A $10.00 chargeback fee - All future charges incurred on your j2 account.
"Why can they just re-activate the number"
No company's final response provided
According to BBB Better Business Bureau
The following grid displays the number and responses to complaints over the last 36 months:
No. of Cmpl Type of Response
25 Making a full refund, as the consumer requested
0 Making a partial refund
22 Agreeing to perform according to their contract
2 Refusing to make an adjustment
3 Refuse to adjust, relying on terms of agreement
Complaint Experience according to BBB Better Business Bureau
Most complainants allege billing disputes or difficulty canceling accounts. Many customers complain of excessive hold times, anywhere between 10 minutes and up to several hours, when attempting to speak to a customer service representative. Other complainants allege the fax service does not work or fax numbers are reassigned without notice or justification. A few complaints allege the company does not disclose the fact that the number of faxes you can send is limited or that there is a per page charge for every outgoing fax.
The company responds to some complaints by canceling accounts, issuing refunds, and apologizing for the interruption of service. In a few cases, the company retrieves and reactivates fax numbers or verifies the service is operational. The company further responds by claiming customers have more than one account or that they have no evidence of cancellation.
Hopefully my experience with J2 Global Connect will make you understand not doing business with this particular company. When a person has a positive experience it is mention to 3 to 5 people, but when consumer has a negative experience it is mention to 12 to 15 people. Thank God to the Internet maybe 12 to 15 Million people.
Enjoy your day!