• Report: #457440

Complaint Review: EFax.com

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  • Submitted: Mon, June 01, 2009
  • Updated: Thu, July 12, 2012

  • Reported By:East Northport New York
EFax.com
efax.com Nationwide United States of America

EFax.com EFAX Fraud

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I was a good customer of efax.com for years, but when I tried to cancel the account, I got bamboozled. Here is an exact copy of my online attempt to cancel the account on May 4, 2009:

Welcome to chat.

The session has been accepted.

{- Stanley K.} Hello, Jeff. Welcome to j2 Global online support. I am Stanley, your online Live Support Representative. How may I assist you?

{Jeff} I need to cancel my efax account 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?

{- Stanley K.} I am eagerly awaiting a response from you.

{Jeff} ok

{Jeff} [redacted] Pin #: [redacted]

{- Stanley K.} 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

{- Stanley K.} I am eagerly awaiting a response from you.

{- Stanley K.} Please send your response so that I may assist you further.

{Jeff} ok

{Jeff} 2

{- Stanley K.} Jeff, we really value your long association and relationship with us. As you are one of our esteemed customer, we understand that currently you bought a new fax machine. 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. Usage charges are applicable for sending faxes.

{- Stanley K.} Your eFax account will be credited with $39.90. You may use our services without being billed the monthly fee for the next two billing cycles. By this way, you can derive maximum value for the money you have spent for our services.

{- 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 ?

{Jeff} no. cancel now please

{- Stanley K.} I completely understand your wish to discontinue, since you have already paid for the month, we do not want you to lose out on the money. I suggest you to retain this number at least till the end of two months credit offer as you will not be charged any monthly fee for the two months, usage charges applicable for sending faxes. As a good will gesture to continue our association we will offer you an additional gift balance of $10 along with the monthly credit which will enable to send up to 100 additional fax pages free of cost(per page per minute within US & Canada).

{- Stanley K.} During this two months credit period, you can keep this service active and if you use it once in these two months we will be more than happy that we were able to serve you.

{- Stanley K.} If you do not wish to continue beyond this waiver period, then there is no obligation to continue. There are no contracts. All you would need to do is, contact us just once, anytime during this credit period to re-confirm your decision. We are at your service, round the clock, 24 hours a day, 7 days a week. You can reevaluate your faxing needs during this period.

{Jeff} You must be kidding me. Cancel now. I don't want anything free. I don't want to ever have to contact you again. I know you are counting on me dropping the ball, because that is how you scumbag f***ers operate. Now cancel my account or I am going to start getting angry.

{- Stanley K.} All right, I respect your decision and will cancel your number immediately.

{- Stanley K.} We are sorry that you have decided to leave eFax. We are continuously improving our products and services. Please do consider us if your faxing needs should change in the future. We would be more than happy to have you back.

{- Stanley K.} Is there anything else I may assist you with today ?

{- Stanley K.} I am eagerly awaiting a response from you.

{- Stanley K.} Please send your response so that I may assist you further.

{Jeff} thank you. good bye.

{- 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.

********************* Imagine my surprise when I got charged a monthly fee approximately three weeks later. I called to make sure that my account was closed, and I was told that my account was open because on May 4, 2009 I had accepted their promotion. I asked why, if I had accepted the promotion, I was being billed, since their promotion was to extend a two month credit. The rep had no answer for this. Moreover, and this is where it gets interesting, I informed them that I saved the conversation where I cancelled the account, and I assured them that I did nto accept their promotion. They read back to me their copy of the transcript from the conversation, and when they read it back to me IT HAD BEEN ALTERED TO REFLECT THAT I ACCEPTED THE PROMOTION. Someone at EFAX apparently manipulated the transcript and removed my refusal to accept the promotion. After I screamed at the efax rep on the phone, she agreed to reimburse my monthly fee and cancel my account. She also promised to email me a confirmation of the cancellation along with a copy of their transcript of the May 4, 2009 conversation. I confirmed that they had the correct email address. I then thanked her and she asked if there was anything else, and I then asked if I could speak with a supervisor to file a complaint. She said she would patch me through, then put me on hold for about 45 minutes whereafter the line went dead. I never recevied her email with the cancellation confirmation and the transcript. Now seeing the pattern of fraud evidenced by the various entries on this website, I am considering a class action lawsuit, seeking punitive damages. I am an attorney and own my own law firm. As far as I am concerned, they screwed with the wrong guy.

Jeffrey East Northport, New York
U.S.A.

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This report was posted on Ripoff Report on 06/01/2009 03:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/EFaxcom/nationwide/EFaxcom-EFAX-Fraud-457440. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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