MyFax
reviews and complaints

I've been using MyFax for years and I've never had a problem...until they "upgraded" their service. What a joke. The new service lacks many of the features of the old service and I've recently had problems sending and receiving faxes. Instead of implementing some changes and then having customers try them out they changed most of the look and feel of the service so that long-time customers like me are lost. What used to take a few moments has now grown into a long drawn-out process that may or may not result in success. I'm looking for another fax service but I understand that porting over my existing number will be a real drag.

After the "free trial" my credit card was being charged $10 per month, as others have said. When I realized this last March, three months later, I called to complain and demand that the charges be reversed. They refused– apparently the automatic charges were in the fine print. The only option they gave me was to convert the monthly plan to a yearly plan for $20, which would retroactively start from January. Since they refused to refund the charges, I reluctantly agreed. Many months went by without my using the service at all. I just received, this January, with no prior notice, a renewal charge of $20. I called to say I did not want the service; they informed me that the renewal fee is charged in December. They told me I should have cancelled before December. The fact that they sent me no notification of the impending renewal did not matter: it was up to me to know that the charge would appear in December rather than January, when the plan started. Their practices are unethical, their policies rigid, and I hope they lose a lot of business from people reading this report. 

I absolutely agree. There are no notifications– they tell you after the fact that they have charged you, and then claim there is nothing they can do. Speaking to a supervisor does no good; you get the same story. This is an unethical company.

MyFax is a fraudulent company. They provide no statements or notifications of charges. Their customer service is inadequate and they transfer you to non-existing numbers when you have a concern and need to speak with management. The fax service is a lie, do not subscribe as you are guaranteed to be disappointed.

The same thing just happened to me today and I called immediately and talked to a rude rep named "Jason". I explained to him that I cancelled my account within the 30 trial period and that he needs to reverse the charge because it is an unaurthorized transaction. He stated to me that according to their "terms of conditions" that they can charge whatever they want to charge and also that they didn't get the deactivation notice on "their" end. Now that's funny, I have proof that my account was deactivated in my inbox.

No of their numbers work

I forgot to mentioned, we are a non-profit so every dollars counts with us. I ask to speak to the manager but to no avail. The fax line was use for distressed homeowners looking us for the free programs to avoid foreclosure. These documents that are faxed through this fax line was crucial to assist them with lenders final approval. We don't know how much info was lose through to this deactivation. We just hope we didn't lose any homeowners to foreclosure due this problem with Myfax lack of communication.

By the way, I called to try to explained the situation and they said it could not be reverse. The [protected] x 754 does not work and advise them to check on it.

I told them I will post this information on all the complaint board and BBB. I am surprise they dont care and dont know the power of these blog and site. It is not worth it for $100. I will pay $1000 if I am wrong on this matter. It is just not right!

This is the first of many complaints to come for their lack of service to their loyal customer.

My fax did the same thing to my account. I was paying $3.95 a month and all of sudden for the last two months I was charge $50 a month. I called customer service rep to explain I am still working with the rep on the final package due to their transition/merger. This issue was still open why the backdooring your client? When I called them last week to credit me back. They state this is irreversible and offer me $6 plan. I was fine with it but request why they did not offer this in the first place and allow the charge of $50? I request for the credit of the $50 and place me in the new package at $6 a month. MyFax refuse this. I said this was still an open ticket and I have the email transcript to prove it. They refuse. I called my credit card company to reverse the charge. MyFax deactivate my account next day. My whole business was down and rely on the incoming fax.

This is how these big company try to muscle us and force us to pay or else. You know what, I can lose $$ on this downtime but base on principal, Myfax should continue to work out the matter instead trying to muscle us small business to pay or else BS. Shame on you! Be careful people.

I suggest for those other folk to file a complaint here and to the BBB. If it only one customer that is not happy, I can understand but it appears there are more and more clients coming forward.

Is it worth $100 MyFax? to lose a long term customer and future ones> I think it could have been handle better. Below is the email from them:

Dear Customer,

This message is to inform you that your MyFax account # 1502872 has been deactivated. Please contact us if you would like to reactivate your account. You can reach our billing department at: [protected] x 754.

Thank you from MyFax.

All of us small business owners subscribed to Packetel with the agreement that we would have "unlimited faxing for life" no price change and no service change at 3.95 per month.

Protus purchased pfax for the thousands of Small to Medium Business clients. When they made the change, to keep the clients, they said they were going to honor the pfax commitment, so naturally we all stayed. Protus then tried to provide and market there other value added services to the new clients, which of course, was a good idea, and there other services are good.

However, they baited us, and now that we are in with them on other services they are trying to pull an end around.

They purchased pfax, and the pfax's commitment and "contracts" with there customers. They need to honor them, even those clients (

I am sorry that you feel that you were not properly notified of the price change. As we have adjusted prices on some former Packetel accounts we have tried to reach everyone affected by calling and emailing an explanation of the changes.

If you would like to discuss it further then you can call me directly at [protected] x511.

Most price adjustments have been very moderate, but a small group of customers (< 1%) receiving thousands of pages per month that have had substantial price changes to cover the costs of delivering the service. If you feel that there might have been an error, again please let me know.

Steve Adams
VP Marketing
Protus

I am currently having a problem canceling my service with them! I cancelled through the app, I have mailed them then told to call, call no answer, email again and I am still getting no where. I have called my bank and disputed the charges and I am now filing a complaint with the FTC Federal Trade Commission. Someone needs to do something about them.

Add me to this list - this is an ongoing scam that they continue to perpetuate - I was told they could not cancel or refund but would give me more months "free" - I will invest 100 times what they have charged me repeatedly to help spread the word and stop them - I am also ensuring my credit card company knows that MyFax is an ongoing scam that needs to be stopped.

Same thing happened to me. I registered a trial account which provides free service for 30 days. At the end of the 30 days, without any notice, the company charged my credit card for a subscription. The company's website does not offer a way to cancel the service. I contacted the company to cancel the account. Initially they responded directing me to a chat service. The chat service said they were not able to proceed because they belonged to the US company and I was an EU customer. They promised to ask the EU company to call me but nobody called back. I have sent several email to the support, billing and UK contact email without any responses.

Hello, I use the service of this company to send a fax in 2015 and then forgot about them.
I have a small business, my account has transactions with a lot of companies, and only recently I started paying attention to these charges of MyFax in my account. I have checked their T&C and they are a long maze of words.

I take full responsibility for the fact that I didn't connect the dots until recently, and of course I signed up for this willingly, so legally there is nothing I can do. Companies operating like that know exactly what they are doing.

The way Myfax get clients, even if legal, is UNETHICAL and UNFAIR in my opinion, and I hope this comment help other people like me to save a lot of money.

Cancellation is difficult ! You charges still after cancellation and reason being no record of cancellation. BTW how do you guys bill from Ireland for global customers and reflect a "GLOBAL VAT""- Seriously

1. Offer free trial
2. Charge you during free trial
3. You can't easily cancel your account! You must call in and talk to someone directly.
4. Refuse to refund charge during free trial period. Says it is my fault for sending over 100 faxes. Problem is, I never had a successful fax go through. Two failed attempts and I gave up on their service.

In summary: Free trial; no successful faxes; fraudulently charge me $10; poor customer service; try to obstruct canceling of account.

I'm stunned by what I've recently encountered with this company. I am paying for service and rarely fax. However, I had a huge stack of paperwork to send to an insurance company and fax was the only option. I have the 100 faxes for $10/month and the MyFax website states that - No surprises! - the overage charge is .10 a page. Ok, no problem. I had about 100 extra pages and expected an extra charge of $10. As I'm sending out the paperwork MyFax freezes my account due to the high number of faxes. Well, surprise! Turns out I am receiving overage charges of $50! According to MyFax they measure faxes not by the page but by the time it takes. I go back and look and the auto set of their fax setup is "fine" which ended up taking each page 2 minutes to fax, not the 30 seconds they estimate each page will take. I sent nearly 200 pages this way. I send another page on "standard" but it still takes each page over 1 minute. Huh? And then try to send a fax on the lowest mode "fax mode" but the MyFax system will not send it on the lowest mode - which I assume would be the 30 second/per/page they quote. This is dodgy - and I would think is not legal. I'm so angry and disgusted by this company.

The website advertised fax service for $10 a month. I was instead charged $110, the annual rate even though I did not authorize that in any way. BEWARE!