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eFax / Bad service

United States Review updated:
4.7
Contact information:

I canceled my account because they kept raising the rates, and were getting significantly more expensive than the competition. I called them a couple times and asked if they could offer a better deal. Each time I spoke with english language challenged representatives. They were difficult to communicate with, and inflexible.

When it came time to cancel, the transaction had to be done through an online chat session that was long and tedious. Efax purposely made it difficult and time consuming to cancel an account.

On top of it all, they are obligated by law to make the fax numbers portable: this means that I should be able to keep my old fax number. Efax does not cooperate with this, and I was forced to get a new fax number.

In summery: Efax is significantly more expensive than the competition, they engage in sleazy practices which make it difficult to cancel, or transfer fax numbers.
Va
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Am
  15th of Aug, 2008
Agree Disagree 0 Votes
Earlier we opened account with eFax but rates are so high for Indian clients and support take lot of time to respond…We find 2 year old Indian company http://www.faxmyway.com Delhi and Mumbai efax numbers in just $ 6 per month …Support give resolution in just 30 minutes… Great service
Ge
  21st of Jan, 2009
Agree Disagree 0 Votes
Well, they lied to you. I kept my account, but look at the hoops they tried to make me jump through!They are complete idiots.
They never answer questions, you have to call a toll number to get them. look at the chat the ### attempted to engage in when I tried to cancel my account after I ported my number out! They will try to tell you that you cannot. REPORT THIS TO THE FCC. They are in violation of federal law!
Welcome to chat.
The session has been accepted.
{Megan F.} Hello. Welcome to j2 Global online support. I am Megan, your online Live Support Representative. How may I assist you?
{client} I'd like to cancel my account
{Megan F.} I am sorry to hear that you wish to cancel. Can you please provide me with your Fax number which you wish to cancel and PIN for verification?
{Megan F.} I am waiting for your response.
{Megan F.} are you online with me?
{client} xxx-xxx-xxxx
xxxx
{Megan F.} Thank you for providing your information. Please give me a moment while I go through your records. In the meantime, please type the number corresponding to your reason for cancellation:

1) Moving to another provider
2) Bought a fax machine
3) Business or role changed
4) Short term project completed
5) Financial reasons
6) Problems with faxing or billing
7) Dissatisfied with quality of service
8) Too costly
{client} are you there now?
{client} Well there are several numbers on that list.#1 & #7
{Megan F.} Is there any particular reason you are dissatisfied with quality of service? Is it some aspect of the service, which you are not familiar with, or is there any problem with the service?
{client} Yes. And if you look through the notes on my file, you will see it all. I would rather not rehash all of that, considering it already wasted my time then. Cancel the account. I have already ported the number to myfax
{Megan F.} Please give me a moment.
{Megan F.} just to inform you that we do not have an option to port the number to myfax/
{client} yes. you do, because it was completed and because I ported the number in from at&t. Cancel the account. The FCC says you cannot hold my number anyway!
{Megan F.} I apologize for the inconvenience caused to you.
{Megan F.} Okay, I understand and respect your decision for cancellation. I will cancel your account with us immediately.
{Megan F.} Is there anything else, I can assist you with?
{client} No. So your records do not show that the port was completed to MYFAX yesterday/today?
{Megan F.} I am sorry but I am unable to provide you the information. I suggest you to contact our Customer Support over the phone at 1-323-817-3205 (Available 24 X 7), as they will be able to assist you better with your issue. When you call, please do not select any option and wait for the representative to take your call.
{client} You can't look at the account an tell me if the number was ported??? This is part of the reason I am leaving efax!
{client} are you still there?? I want to know when the account will be canceled and what charges if any will be incurred?
And I do not want to have to make another toll call to find it out.
{Megan F.} Please give me a moment.
{Megan F.} I am sorry as we do not have the necessary tool to provide the information. As per your request I will cancel your account with us immediately so that you will not be charged with anything.
{client} I just sent myself a test fax to xxx-xxx-xxxx and it went through myfax.com
It is against the law for you to tell people that the number cannot be ported.
Also, I would appreciate a confirming email about the cancellation, as efax is notorious for continuing to bill.
If you don't believe me, just google efax complaints.
{Megan F.} Yes, you will get an e-mail confirmation regarding cancellation of your account at your registered e-mail address after ending this chat session.
{client} So if you could cancel the account, why couldn't you read any of the notes re: porting?
{Megan F.} Please give me a moment.
{Megan F.} I apologize for the inconvenience caused to you. Our records indicate that you had ported the number to eFax.
{client} yes. a while ago. and then it was ported out to myfax either today or yesterday, so your records do not show a second port? or are you suggesting because I ported it in, I could port it out?
{Megan F.} Since you now wish to port the number to myfax, I suggest that you contact the telecom service provider from which you had ported the number to eFax to recall the number.
{client} what? that is ludicrous! IF efax had the number last, why would i go to the original provider? How does that make sense?
{client} Lady, tell the information I want. Any further obstruction will result in my adding to all of the complaints on the web about efax and a bill report to the BBB as well as large complaint about noncompliance to the FCC, which will list each and every person's name who chose not to help the consumer.
{Megan F.} with the termination of your eFax account, the number is automatically ported out. Therefore if you wish to have the number ported to myfax then kindly contact the telecom service provider from which you had ported the number to eFax.
{client} And let me guess, you have no clue what number I am to call about that, right?
{client} I am so impressed with efax's "training"
{Megan F.} I apologize for the inconvenience caused to you.
{client} is THAT A NO???
Did we stop answering questions?
This isn't an inconvenience, this is obstruction. Answer my question, you are violating federal law if you do not help me. Are you prepared to face the consequences of that??
{client} http://www.fcc.gov/cgb/consumerfacts/numbport.html

read that!
{Megan F.} Please allow me a moment.
{client} How many moments do you need?
{Megan F.} I understand your concern. We investigated your issue. Let me explain.
{Megan F.} While your number was ported to our service, eFax would register a eFax number as per the porting procedure.
{client} okay and?
{Megan F.} It's basically a free number so that you can have a transition of faxes in the eFax number till your number is ported successfully.
{Megan F.} The eFax number is free for 90 days.
{Megan F.} In addition, we also provide a $5 gift balance for sending free faxes.
{client} how is that relevant to whether my number ported into efax was ported out successfully?
{Megan F.} The eFax number assigned is deactivated automatically on the 90th day.
{Megan F.} We have deactivated the assigned free eFax number as per procedure.
{client} so? how is that RELEVANT?
wow, you guys are paid to say nothing, helpful
{Megan F.} It's part of the porting procedure.
{client} so what? answer the darn question?
are you incapable of that?
{client} you do realize you are about to be the laughing stock of the internet. I will be posting this chat to demonstrate why to expect in dealing with efax
{client} you do realize you are about to be the laughing stock of the internet. I will be posting this chat to demonstrate why to expect in dealing with efax
{Megan F.} For porting external number, we need to activate an eFax number for having the porting procedure completed. It's relevant for eFax to activate a number for initiating the porting procedure.
{Megan F.} You have the option to either use it, if not, it gets deactivated automatically.
{client} so what? that's not relevant to my question.
{Megan F.} We apologize for any misunderstanding.
{Megan F.} let me explain again.
{Megan F.} For porting out your number, you do not have to have a eFax number. You can anytime feel free to discontinue your number and port out your number.
{Megan F.} I encourage you to speak with our Customer support for your issue.
{Megan F.} They will definitely help you to assist you with the nexessary information.
{client} they are as useless as you are! And now the internet knows!
IF my account has any further charges on it, expect that you will be personally named for my damages!
{Megan F.} I apologize for the typo. They will definitely help you to assist you with the *necessary information.
Mr
  8th of Apr, 2009
Agree Disagree 0 Votes
I have spent the last 30-45 minutes on the phone trying to reverse the charges to my account that came after I had terminated my account. -Mr To Do
Ni
  4th of May, 2009
Agree Disagree 0 Votes
This company added a $19.95 charge to my at&t home phone account without my consent.
Co
  13th of May, 2009
Agree Disagree 0 Votes
Contact the California Public Utilities Commission and tell them your telephone service has been "crammed". They may need to see your bill copy, but should be able to get the charge off. Then ask your local carrier for a "third party billing block" to prevent this from happening again.
Mm
  27th of Oct, 2009
Agree Disagree 0 Votes
Hi, my name is Michelle and I am an apprentice 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 michelle.luo@balestriere.net, or call Analyst Sarah Goodman at (212) 374-5400 x 132.
Jo
  14th of Dec, 2009
Agree Disagree 0 Votes
I have used the free efax client for about 5 years with few/no problems.

efax has its' limitations and frustrations but so do most of its' competitors (and I've used probably 90% of cmpeting products).

Sending them angry text, chat and email messages ain't gonna get you satisfaction (been there too even angrier than you and had the same treatment). In this respect you will be in the same world of hurt as when you complain to your local telco or cellphone company and your complaints fall on the same deaf ears. Basically the message is "if you don't like it you can cancel the service". And yes, that includes outright lying to your face about porting numbers.

You need to check out your options and go with a company with customer service that a) cares, b) is not outsourced to Asia or the Middle East and c) gives you what you want.

These ain't easy to find, regardless of what products or services you are talking about, but they are there. The bad news is you have to put in the legwork and effort to find them.
Jo
  9th of Mar, 2010
Agree Disagree 0 Votes
eFax has engaged in deceptive practices. As a customer for nearly 5 years, I was surprised to find that eFax had decided to recall and sell my fax number to someone else without notifying me, or providing a solution to this problem.

"It is in the terms and conditions, " said the representative in broken English. And, apparently it says that eFax can terminate the service anytime without notice.

The sales person, a guy named Lyndsay, refused to provide me with an employee ID number or transfer me to a supervisor.

Bad company, bad customer service, and engaging in deceptive and unethical business practices.

They are not long for the world of internet business, who's goal is no longer customer acquisition...but retention. Shame on you eFax!
Dt
  29th of Apr, 2010
Agree Disagree 0 Votes
Arrgh! I had a similar experience this morning where faxes would not go through (to two separate numbers of a major bank) and was told that it was a problem on the receiving end as the customer service man dialled the number and wasn't getting a fax tone. The had told me that before when faxes wouldn't go through and, sure enough, like before, I had no problem getting a fax tone when I called or when I used a land line to send the fax. Maddening!!

I asked about porting the number and was told they would not do it. I'm Canadian and had no idea about American provisions, so thanks for informing me about the FCC provisions.

I would not choose efax again, but am dreading the amount of time it will take me with their inept customer service to port the number to an alternate provider.

Stephanie
Sc
  1st of Jun, 2010
Agree Disagree 0 Votes
I am not a costomer of efax, I don't have a fax machine either. I started receiving calls from efax on Thursday and they haven, t stopped. I get these calls in the morning, in the afternoon, evening and in the early morning hours. I call there tech support and they do nothing. I called the tech support again and asked to speak to a supervisor and I was told they have no tech working to check on the problem. I called back a third time and asked to speak to the head of tech support and was put on "hold" for 20 minutes. This company should put on there website "for customer NO service" call this number. I have had my telephone for more than 30 years and these people don't care that I may have to chang my telephone number. I am a small business and I can not afford to change my number because it will put me out of business. I have gone from efax to my phone carrier, and finally to the FCC. Efax is owned j2 Global in CA. This company must look for the most inept people they can find and then hires them. These people can not enter a simple 10 digit number into a computer so the calls can be made to the right person. I don't know how efax charges for there service but if they charge by the number of times they call a number if you pay for there service you are getting ripped off. All I can say is "efax if you read this take my number out of your system. Scott
Fu
  14th of Feb, 2011
Agree Disagree 0 Votes
File a complaint with the FCC - http://esupport.fcc.gov/complaints.htm
Also, File a complaint with the attorney general's office in your state, as well as the attorney general's office in California.
Sa
  13th of Sep, 2011
Agree Disagree 0 Votes
www.Onesuite.com ... I 've been using Onesuite for long time for e-fax. Their rates are cheap but recently, I am not receiving any faxes. I did complain to customer care several times and no outcome. I do receive lot of faxes as a part of my business, may be this was the reason they are blocking my number. I called them again and again but no results.
Now I am looking for another company.
Beware of www.onesuite.com ( although they said unlimited fax receive ...may not be true).
Ti
  15th of Oct, 2011
Agree Disagree 0 Votes
I pre-purchased a 1 year subscription to eFax. On the 5th month I exceeded my allotted faxes and was charged 50 cents. They tried to charge my credit card $10.00 but my card had expired and my bank refused the charge. Even though I still had an $80.00 credit eFax suspended my account. When I couldn't talk to anybody in customer service (long wait time on a long distance phone number). I can't have down time so I signed up with Ring Central and emailed a request to eFax to close my account and refund the 6 months of pre-paid service. 3 days later I got an email from eFax stating my request for refund was denied. Something in that agreement (the one nobody reads) says refunds are only available within 30 days of the payment date.

Anyhow, stay away from eFax. Aside from the way they treated me I got tons of spam (annoying). So far Ring Central is way better (no spam) and allows me to send faxes directly from my email. All you have to do is enter the fax number followed by @rcfax.com and it goes right through! Did I mention NO SPAM! (got tons of that through eFax). Best part is I can send more faxes per month and cost is only half of what eFax was charging me. It's worth the $80 they stole to finally be rid of them.
Je
  7th of Jul, 2012
Agree Disagree 0 Votes
i have called numerous times regarding my efax not sending efaxes properly or at all. They never rectified the issue in weeks and mentioned I cannot take my number with me and they will not reimburse my charge. Horrible customer service located across seas. RUN!
Za
  5th of Oct, 2012
Agree Disagree 0 Votes
On Wenesday April 4, 2012, I sent eFax an email that I have proof of to help@mail.efax.com. The email said the following:
"I believe that my annual renewal will be coming up again in September 2012. My former employer, BlueArc was purchased by HDS. HDS will not allow me to renew this service. How do I make sure that when my current plan ends, that it is not auto-renewed?

Regards, Zach"
I never heard from anyone from eFAX. I was charged $169.50 on September 15, 2012 and didn't act on it quickly enough with my credit car provider. On October 2, 2012, I called eFax not thinking that there would be a problem but they refused to submit a refund stating that I did not contact them via chat or by telephone that's on their website and that I did find today by doing a Google, which in hindsight, I should have done back in April. In the meantime, it would have been nice if their helpdesk had contacted me and told me what to do, but they didn't. So no I'm out $169.50 for a service that I won't use for the next 12 months, and haven't used since January 2012. Can anyone recommend what avenues that I might have short of small claims court to recoup my money? They clain not to have received my email which smells fishy since I didn't get any notice that it wasn't delivered properly.


Re
  14th of Sep, 2015
Agree Disagree 0 Votes
Practical post ! I was enlightened by the information ! Does anyone know where I could grab a template Profit & Loss Statement Sample version to fill in ?
Ra
  22nd of Apr, 2016
Agree Disagree 0 Votes
Use prepaid credit card is better to deal with efax

They can do nothing if my prepaid credit card is 0

See how efax begs me for money


Be
  7th of Jun, 2016
Agree Disagree 0 Votes

eFax.com - Beware of canceling
eFax.com
United States
www.efax.com

Beware of E-Fax! If you want to cancel your service they will make it extremely difficult. They will trick you into thinking you have canceled your service when in fact it hasn't been canceled! You will continue to be billed for unused service. When you contact them back again about canceling they will again to attempt to keep you from canceling and giving any refunds. I tried to cancel my service several months ago without any luck. To think day I have not received a full refund. STAY AWAY FROM THIS COMPANY.

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eFax Logo eFax
Customer Service
Overall Satisfaction Rating

50 Reviews
6922 Hollywood Blvd. 5th Floor
Los Angeles
CA
United States - 90028
+1 800 878 7151
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