Report: #1333734

Complaint Review: eFax - Internet

  • Submitted:
  • Updated:
  • Reported By: marshall — Kitty Hawk North Carolina USA
  • Author Not Confirmed What's this?
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  • eFax Internet USA

eFax eFax refuses to refund charges made to my cc after cancellation Internet

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Read this unbelievable chat I had with eFax customer service before ever giving them your credit card information.  I am currently having to change my credit card number to stop this company from continuing to make illegitamate charges.

Beth Carlton (Listening)
Cjones: Hi, my name is Cjones. How may I help you?
mel:I need to be cancel my service
Cjones: You have reached the sales team
Please stay online while I transfer you to support.
Cjones has disconnected.
Beth Carlton: Hi, my name is Beth Carlton. How may I help you?
me: I need to cancel my service. I chatted with someone in July of this year and was under the assumption that it had been turned of as of August 1 of this year but I just moticed that I am still being billed
me: it is till showing up on my bank statement as a debit
Beth Carlton: I am sorry to hear that. I apologize for any inconvenience caused.
Beth Carlton: Could you please provide me your fax number and 4-digit PIN/last 4 digits of the Credit card on file for verification?
me: efax number 866-###-#### last 4 of credit card is #### pin ####
Beth Carlton: Thank you for providing the information. Please allow me a moment while I pull up your account.
Beth Carlton: As per our records, your account still stands active and functioning well. However, I am unable to locate any prior cancellation request from your side.
me: I have not received any billing notifications yet my card has still been charged. First and most importantly can you please officially confirm for me that you have cancelled my service and that you will not charge my card any more?
me: We have always had an automated billing system in place, wherein, once the current billing cycle ends and the next one commences, the applicable fee, monthly or annual, is automatically charged. No renewal notices are sent before this update. You were charged for the monthly fee to keep your account active. Monthly fee is charged irrespective of your usage of your account.
me: I never received a confirmation email (or any email) I have not attempted to log into the account and thought it was deleted
me: Will you please confirm that you have officially cancelled my account and wiil not bill my card further. I do not want to have to change my card number over this
Beth Carlton: 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
me: 9) no longer need to fax, everything is scanned and emailed directly
Beth Carlton: I completely understand your wish to discontinue. However, I can waive your subscription fee for 1 month so that you can re-evaluate your needs.

There is no contract and you may cancel anytime. Would you like to consider one month wavier period?
me: no furthermore I think it is unfair to keep the unauthorized charges efax made to my credit card in September and October of 2016.
John Marshall: will there be an email sent to me of the transcript of our chat today? I dont think I received that last time?
Beth Carlton: I completely understand your wish to discontinue. Conversely, I can offer you a plan that will let you keep your eFax service for just 14 cents a day.
Beth Carlton: You make one annual payment of just $50 and pay nothing more. With a toll free number there is a fee of $0.20 per page for faxes received.

This deal won't be available once your account is closed. Shall I switch you to this savings plan?
me: are you following a script or actually chatting with me? I have made it clear that I want to cancel
Beth Carlton: Okay, I will go ahead and cancel your account.
An e-mail confirming that your account has been canceled will be sent to your registered e-mail address.
Is there anything else I may assist you with?
Beth Carlton: You can copy this chat transcript for your future references.
  me:is E-fax going to credit back the unauthorized payment received in August and September?
Beth Carlton: I am sorry, as per company policy there is no refund applicable towards your account.
me: Good grief. I have a slow schedule today and feel motivated to share this experience on Twitter facebook etc. I am surprised that efax company policy is to keep money received without permission.
Beth Carlton: We are unable to locate any prior cancellation request in your account. Hence, your account remains active. If you have any cancellation confirmation email or cancellation confirmation number I will surely able to assist you.
me: I chatted with someone just like you this summer. I did not receive any email or any transcript of the chat
me: this is really unbelievable
Beth Carlton: Whenever we cancel the account we always send an email with the cancellation confirmation number in it which clearly states that your account has been canceled.
me: well someone dropped the ball then. I never received that email or any correspondence whatsoever from efax since July
Beth Carlton: You can also check our customer agreement which mention about the same.
Beth Carlton: You agreed for the customer agreement when you signed up for the service.
me: I beleive you about your company poilicy the fact is that someone chatted with me who was instructed to cancel the service and they obviously did not.
me: Do you have a company policy about errors or omissions made my efax employees?
me: I don't see anything in your customer agreement that says that you are allowed to promise a customer something, fail to follow through, and then penalize the customer for the mistake made by the company
Beth Carlton: I do understand your concern. However, for more information you can contact our customer support over phone at 13238173205 as they would be able to assist you further.
Beth Carlton: Would you like to have further assistance?
mel: just a sec
me: Wow. i was just reading over this chat. It does not read well for efax. I am not one to complain often but I will post the transcript of this chat everywhere I can think of because this is not right. Why does efax want to keep money that it has not earned?

This report was posted on Ripoff Report on 10/18/2016 08:27 AM and is a permanent record located here: https://www.ripoffreport.com/reports/efax/internet/efax-efax-refuses-to-refund-charges-made-to-my-cc-after-cancellation-internet-1333734. 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. READ: Foreign websites steal our content

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