Cancelling eFax, sort of

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Cancelling eFax, sort of

I had a need for an internet faxing service earlier this month and after a little research, I decided to try the eFax trial service.  Basically, you sign up for a full eFax account, give them everything including your billing information, and if you decide you don't want it, you cancel your account before the 30 days are up.

Today, I decided it's time to cancel before I get nailed with a fee.  While eFax proclaims "Easy Faxing Anywhere", it should also state "Canceling Near Impossible".  There is nowhere, I repeat NOWHERE, on the eFax site that gives you an option to cancel.  After much frustration, I decided to try contacting eFax to get it done.  On the top navigation on the site, I went to "Contact" and then clicked the live chat link.

This is the conversation I had with a delightfully blunt customer service representative.  Actually with the speed of the replies, it might have even been a bot:

Please wait for a site operator to respond.  You are currently number 1 of 1 in the que.  Thank you for your patience.

You are now chatting with 'Soi'


Soi: Welcome to our sales chat.  How may I help you?

Scott Bouchard:  Hello Soi, I'd like to cancel my eFax account and can't seem to find the option on the website account page.

Soi: I am sorry to hear that you wish to leave us.  We have a special support team to assist you with the cancellation process.  Please use the following webpage to get Chat support for cancellation.
https://www.efax.com/en/efax/twa/page/chat

Soi:
https://www.efax.com/en/efax/twa/page/chat

Soi: Thank you for contacting the Sales Team.  Hope you found the session helpful.  Goodbye!

Chat session has been terminated by the site operator.


Well... I tried the link, and it didn't work.  I tried on Safari, Firefox, IE... none of the browsers were able to launch the chat after I filled in my name and e-mail.  Fun times.  So I decided to try the "FAQs" option at https://www.efax.com/help/faq.

In the search I typed "Cancel" and received 2 choices for an answer.  I chose "How to Cancel your eFax Account (2901)".  This page stated the following:

How to Cancel your eFax Account

If you are considering cancelling your eFax account because you are having a problem using the service, keep in mind that the solutions to many common problems can be found in this "Help" section.

If our online help is insufficient or you wish to cancel your eFax account for another reason, please click the blue "Chat Now" button below or click
HERE and a Customer Service representative will assist you. Please note that your account should not be considered cancelled until so confirmed by Customer Service.

If you are an eFax Plus user, and you are cancelling your account near the end of your billing month, please be aware that you may still be charged for the next month. If this occurs, simply contact us and we will issue a refund.


I realize that the link here sent me to the same page that Soi tried sending me to that didn't work previously, but for some odd reason I decided to try it again.  To my surpirse, it worked on the first try and the bottom of my page launched a chat.  Here's what followed:

Welcome to chat.
The session has been accepted.

{- Stanley K.}    Hello, Scott. Welcome to j2 Global online support. I am Stanley, your online Live Support Representative. How may I assist you?
{Scott Bouchard}    Hi Stanley, I'd like to cancel my eFax account and am having difficulty trying to do so.
{- Stanley K.}    You can cancel your account through this chat session. Do you wish to cancel your account now?
{Scott Bouchard}    Yes please.
{- Stanley K.}    I am sorry to hear that you wish to cancel. Could you please provide me with your Fax number and PIN for verification?
{Scott Bouchard}    1-###-###-####
{Scott Bouchard}    ####
{- Stanley K.}    Thank you for providing your information. 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
{Scott Bouchard}    8
{- Stanley K.}    Thank you very much for your prompt reply. Please give me a moment.
{- Stanley K.}    Scott, we understand that currently you may find it expensive to pay the monthly fee. In this situation, we will waive the monthly fee for the next two months. This will allow you to use the fax service without a monthly fee for the next two billing cycles.
{- Stanley K.}    Your eFax account will be credited with $33.90. We are suggesting this so that you can give it a second thought, as you will not be paying any monthly fee for the next 2 billing cycles, usage charges applicable for sending faxes.
{- Stanley K.}    As you will not be charged the monthly fee for the next two months, you could keep the account till then. If you still feel that you do not have any use for our services by the end of the two months credit period, please feel free to contact us anytime. Will that be fine ?
{Scott Bouchard}    That sounds fine, as long as I am not charged until then.
{- Stanley K.}    Scott, as stated above in these 2 months credit period you will not be charged the monthly fee of $16.95 for 2 months, usage charges applicable for sending faxes and this amount will be credited to your eFax account and not to your credit card. After the end of the 2 months credit period, you will get charged the monthly fee, so, all you would need to do is contact us before the end of the 2 months credit period and we will process your request immediately.
{- Stanley K.}    I'm glad that you have decided to stay with efax. I will update your account with the offer right now. I'm sure that you will have a great experience. Your account will remain open until we hear from you.
{- Stanley K.}    Is there anything else I may assist you with today ?
{Scott Bouchard}    No that's all. Thank you Stanley.
{- Stanley K.}    You are welcome.
{- Stanley K.}    It was indeed a pleasure assisting you.
{- Stanley K.}    Thank you for contacting j2 Global online support. Good bye and have a nice time.
The user has ended the session.


Yeah, yeah... I know.  I'm a sap for free stuff.  But in my defense, I know I'm going to need another fax service next month and was just going to sign up and try another service in another week or so.  But, I did finally discover how to actually cancel the eFax account.

I've also found (but have not confirmed) that you can cancel your efax account at this number: 1-323-817-3205


Feedback for Cancelling eFax, sort of

2 Comments

Just in case people are looking up information on Efax, and finding out more recent experience, I'm just going to make a quick response.

First thing, it's not free (just in case - I actually did assume it was free, but they charge you $15 as soon as you sign up - to pay to use the faxing service). The subscription is free, but not sending faxes.

The service was good when it was good, but whenever the fax didn't go through, I was actually charged more than double the price of an original fax. That was infuriating. So I decided to cancel it.

That chatting problem discussed is still current. I got a bot as well, and useless information when I was attempting to cancel. I emailed THREE different departments, NONE of which gave me any confirmation of the cancellation.

So I called the London office, and they sent me a cancellation email (a dodgy one) and then I got an email telling me to call eFax to cancel, because it was no sufficient to email to cancel. I sent a very angry email through and it was finally solved.

So basically quitting eFax is a bloody mess. I got what I needed from it, but it was just a mess. And they seemed incredibly disorganised.

I got that fedup with their ineffective excuse for 'customer service' that I started a group on Facebook. Feel free to post your survival story.

All the best
Jacqueline