Fax.com has free trail period for 30 days. after 30 days they will bill you 9.99 per month including tax. I filed a ticket to ask them how to cancel the accounting on 17 september 2009 and they directed me a day after to check on www.fax.com/cancel. I did not receive email or any notification to my email regarding to their responses. I waited until they billed me today 26/10/2009, which showed on my bank balance. I called to the customer service and they told me the same thing (pointed me to www.fax.com/cancel). The website directed me to agent chat room to talk to the people there. However, I waited for 5 mins and got kicked out from the chat room because they did not have enough people to answer questions. Then I filled out a form and verified the cancellation for my account. However I did not qualify to get the refund because of the due today. They told me after the point of account cancellation, my account would actually cancel until few days after and they will still account on those waiting period by days. I pissed off.
There are a few things I am complaining:
1) the hidden little words on the bottom of the screen is do not match your attention.
2) there is no apparent signs or buttons to cancel your account. You have to go to "contact" and look very carefully to the bottom. Realize there is a little line said "To cancel your account, click here", which does not have much relationship to from "contact" to "accounting management".
3) poor customer service.
4) ineffective service leads to dissatisfaction of fax.com.
5) poor website interface design that misleads customers easily.