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Beware dodgy eFax customer service solutions
I've had an upgraded eFax number for about three years, and while I've never been happy with their customer service (it's always a long and painful process if I have a question or problem), the service has worked fine.
In March I called customer service to change my eFax number to a new area code after a move, and was told by the rep that as a courtesy they would keep the old number active for three months at no charge. I said we didn't need it, he could go ahead and cancel it, that we rarely use the fax number and I would be notifying my clients of the new number. He persisted, I finally agreed to let him keep it on there under the condition that it be automatically canceled after the three month period was up. He assured me that it would be.
It's now been three months, and I just noticed a double charge for eFax on our statement. First through the live chat and then by phone we attempted to get eFax customer service to understand what had happened. After close to an hour, they disclosed that the previous person who took the change number request put it in as a "saved cancellation" that comes with three months free.
Apparently, eFax customer service personnel get commission for saving account cancellations (vs. nothing for just changing a number), and this guy decided to "reframe" my request as a result.
After going round and round with eFax customer service about whether or not I had originally asked to cancel my account (I finally got them with the question: "If I really wanted my account canceled, why would I have walked away that day with an EXTRA number in a new area code?") - they decided to give us a one-month credit. When asked for a refund to the card instead, they said they could not do that. That a refund "did not apply to me."
Huh?
In the end, tired of the running around we always have to do when eFax customer service is involved, we requested to cancel the account. Initially eFax said no, they planned to keep the account open. Come again? NO, we said, please cancel it immediately and refund the money for the extra, unwanted line that's already been charged.
After an hour and a half and a whole lot of frustration, the rep agreed to close the account and refund the payment for that extra line. But given their track record, I'll be monitoring my bill.
In March I called customer service to change my eFax number to a new area code after a move, and was told by the rep that as a courtesy they would keep the old number active for three months at no charge. I said we didn't need it, he could go ahead and cancel it, that we rarely use the fax number and I would be notifying my clients of the new number. He persisted, I finally agreed to let him keep it on there under the condition that it be automatically canceled after the three month period was up. He assured me that it would be.
It's now been three months, and I just noticed a double charge for eFax on our statement. First through the live chat and then by phone we attempted to get eFax customer service to understand what had happened. After close to an hour, they disclosed that the previous person who took the change number request put it in as a "saved cancellation" that comes with three months free.
Apparently, eFax customer service personnel get commission for saving account cancellations (vs. nothing for just changing a number), and this guy decided to "reframe" my request as a result.
After going round and round with eFax customer service about whether or not I had originally asked to cancel my account (I finally got them with the question: "If I really wanted my account canceled, why would I have walked away that day with an EXTRA number in a new area code?") - they decided to give us a one-month credit. When asked for a refund to the card instead, they said they could not do that. That a refund "did not apply to me."
Huh?
In the end, tired of the running around we always have to do when eFax customer service is involved, we requested to cancel the account. Initially eFax said no, they planned to keep the account open. Come again? NO, we said, please cancel it immediately and refund the money for the extra, unwanted line that's already been charged.
After an hour and a half and a whole lot of frustration, the rep agreed to close the account and refund the payment for that extra line. But given their track record, I'll be monitoring my bill.
I’m frustrated and behind schedule
3
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Inappropriate?This is the eFax corporate policy to screw their customers. Here's my story.
Last year they billed the whole year at once which I don't want because we are a seasonal business so it makes more sense to spread out the cost. I want it billed monthly but they said too late, we already billed the year. So, same thing happens this year and i said, bill it monthly and they said too late so i said fine, cancel the service and refund just the prorated portion of the bill and they said okay. So they cancelled the account but refused to refund anything. So I said, okay, then reinstate the account until November of next year and they said they no longer have my fax number available. WHAT?
You can tell that the employees at eFax are miserable. They don't even answer the phone in a friendly manner. Use anyone but eFax if you need eFax service. They are the biggest jerks.
I’m pissed
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Inappropriate?Try www.faxcomanywhere.com. Cheaper, US based customer service, and no contracts!
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Inappropriate?Efax is an awfully run company which outsources their customer service to India. I would highly advise anyone considering their service to stay clear. This comes from a small business owner with 7 employees.
