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  • Report: #353964

Complaint Review: J2, EFAX.com

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  • Submitted: Mon, July 21, 2008
  • Updated: Mon, August 25, 2008

  • Reported By:Vancouver British Columbia
J2, EFAX.com
www.efax.com Los Angeles, California U.S.A.

J2, EFAX.com EFAX.COM 30 Day Free Trial IS NOT FREE!!! Cancelling your subscription is nearly IMPOSSIBLE! Los Angeles California

*Consumer Suggestion: Here is the cust. cancel. info.

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DO NOT SUBSCRIBE TO EFAX.COM!!!

Hi all,
I made the critical mistake of signing up for Efax.com on June 17th, 2008. They advertised a 30 day free trial for free internet faxing, which I signed up for. As it turns out, the 30 day free trial IS NOT FREE, and I was charged a total of $33 for use of the service during the month of June. The $33 charge consisted of a $15 dollar "service activation fee", plus a monthly charge of $18. I made the mistake of not cancelling the service before the 30 day window expired, and was charged an additional $18 for the next month's service.

I wasted a collossal amount of time today (July 21st) attempting to cancel my Efax.com subscription. I soon discovered that it is nearly impossible to cancel my subscription. After phoning 4 different numbers to try and cancel the service, I was eventually directed to a live chat website in order to deal with a J2 customer support rep. Upon starting the chat website, I was asked to download J2 chatting software. I declined the download, and the chat session worked, regardless. After starting the chat, the customer support rep. tried to bamboozle me with 3 different credit scenarios designed to trap me in my subscription. I insisted that my subscription be cancelled immediately several times over, and finally said customer service rep. relented. I insisted on being emailed a subscription cancellation letter right now, and that a cancellation number be delivered to me during the chat. After the chat and receiving my cancellation email and number, I immediately contacted Visa to alert them of this fraudulent organization. Visa is working on getting my money back as we speak.

In short, DO NOT DEAL WITH EFAX.COM OR J2 GLOBAL COMMUNICATIONS. If you do, you run the risk of being ripped off, just like yours truly.

If any of you are interested in reading the transcript of my conversation with a J2 customer service rep, I've pasted it below:

"Welcome to chat.

The session has been accepted.
{Greg C.} Hello, Tyler. Welcome to J2 Global's online support. I am Greg, your online Live Support Representative. How may I assist you today?
{Tyler Ruks} Hi Greg. I would like to cancel my eFax account.
{Greg C.} I'm sorry to hear that you wish to leave our services. Could you please provide me with your Fax number and PIN associated with your account for verification?
{Tyler Ruks} eFax Number: 1-250-984-7510
Pin: 6948
{Greg C.} 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
{Tyler Ruks} 7
{Greg C.} I apologize for the inconvenience caused to you.
{Greg C.} please give me a moment, while I will go through your account.
{Greg C.} 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.
{Greg C.} Your eFax account will be credited with CAD $36.00.
{Greg C.} As you will not be charged the monthly fee for the next two months, you could keep the account till then. Usage charges are applicable for sending faxes if any.
{Greg C.} If you still feel that the fax number does not serve your purpose during this 2 months credit period than all you need to do is just contact us back at the end of this credit period to let us know whether you wish to continue or not. We are available 24 hours a day and 7 days a week. Please feel free to contact us at any time. Would you like to go with the above offer?
{Tyler Ruks} I would like to cancel my account right now, please.
{Greg C.} We completely understand your wish to discontinue, however since you have already paid for the month, you can retain this number at least till the end of the two months credit offer, as you will not be charged any monthly fee for the next 2 billing cycles.
{Greg C.} I completely understand your wish to discontinue, also as a goodwill gesture, I will also credit your account with CAD $10.00 gift usage balance with which you can send 152 pages of fax for free within Canada (at the rate of CAD $ 0.13 per page/per minute of fax sent), if need be.
{Greg C.} At the end of the 2 months credit period, you can get back to us without any further obligation to stay with us. We are available 24 hours a day and 7 days a week. Please feel free to contact us at any time.
{Tyler Ruks} I would like to cancel my account right now, please.
{Greg C.} Okay, I understand and respect your decision for cancellation. I will cancel your account with us immediately.
{Greg C.} We are sorry that you have decided to leave eFax, we are continuously improving our products and services. If your faxing needs do change in the future, we would be more than happy to have you back.
{Greg C.} Is there anything else you would like to have assistance with?
{Tyler Ruks} If possible, I would like to have a refund for one month of service. I signed up for the 30 day free trial, and was charged a $15 service activation fee plus $18 for the first month.
{Greg C.} As per our record you, if you cancel your account then you will be getting refund of your monthly charge of CAD $ 18.00.
{Tyler Ruks} I would like to have a confirmation email stating that my eFax account has been cancelled, please.
{Greg C.} Okay, you will be getting the confirmation email at the end of this chat session.
{Tyler Ruks} Is it possible to get an eFax cancellation number for my account right now, please?
{Greg C.} Okay, your cancellation confirmation number is 005394094.
{Tyler Ruks} Thankyou, Greg. Would you mind typing me a summary of all the charges to my credit card from eFax, if you don't mind?
{Greg C.} In that case I will be sending you the invoice to your contact email address, where you can find all your charges.
{Tyler Ruks} I see. Thankyou for your time.
{Greg C.} Okay, I understand and respect your decision for cancellation. I will cancel your account with us immediately.
{Greg C.} We are sorry that you have decided to leave eFax, we are continuously improving our products and services. If your faxing needs do change in the future, we would be more than happy to have you back.
{Greg C.} It was indeed a pleasure assisting you!
{Greg C.} Thank you for contacting j2 Global's Online Support. I hope you found our assistance helpful.
Good Bye and take care!
The user has ended the session."





Sincerely,
Tyler Ruks.

Tyler
Vancouver, British Columbia
Canada

Click here to read other Rip Off Reports on j2 Global Communications

This report was posted on Ripoff Report on 07/21/2008 07:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/J2-EFAXcom/Los-Angeles-California-90028/J2-EFAXcom-EFAXCOM-30-Day-Free-Trial-IS-NOT-FREE-Cancelling-your-subscription-is-ne-353964. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 Consumer Suggestion

Here is the cust. cancel. info.

AUTHOR: Jsladder - (U.S.A.)

I was hoping to get info today through netsleuth. I tried the efax free sponsor program. I talked online chat to rep, asking for a copy of the cancellation agreement with a customer's right to cancel, since there was NO customer cancellation info in their legal practices. Of course, they state that THEY could cancel it. THEY REFUSED TO POST IT ON THE CHAT, and gave me a customer service phone number. I chatted that I would call the cust. serv. #, but I did not want to close the chat since I was directed there specifically by netsleuth, their sponsor. They ended the chat about 45 seconds later, while I was on hold for cust. serv. They answered Tech Center. I told them of my situation, and they refused to email me a copy. I was told to go to www.efax.com. I did, and found the customer agreement. The following address is where the info is, and the part of that paragraph corresponding to the customer's right to cancel. However, notice the exact process, you have to get on the chat line, cancel, and THEN it is not effective until you receive an email from them. Hope this helps. Rev. Bryan B.

http://home.efax.com/customerAgreements/efax/customerAgreement.html#4


11. Termination.

a. Either you or j2 Global may terminate your eFax account at any time, with or without cause, upon notice. In order for you to give notice to j2 Global, you must go to the eFax Website at www.efax.com/cancel and click on the Chat Now button. A customer service representative will assist you with canceling your account in accordance with j2 Global's verification procedures, as such procedures may be changed by j2 Global in its sole discretion. Upon termination of your account, j2 Global will send you an email confirmation that your account has been canceled. Your account will not be deemed canceled unless and until you receive this email.
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