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eFax review in San Diego, California: E-Fax Services - Overpriced, and Horrible Customer Service!!!!

I open an account with Fax2Mail / Premiere Global Services in 2005. Never thought much of it, I get my faxes via e-mail which is all I needed. I was on an automatic payment; so, never had any real contact. Twice when my credit card expired, they stopped my services because I needed to update my credit card information. I'm ok with that, but can they please send me a letter or a fax warning me instead of just stopping the services. One time when this happened, I was expecting a VERY important fax, I tried to contact them to re-instate my account immediately but there was NO customer service at ALL!! Everything had to be on line, "send us a message, and we'll get back with you" type of thing. . . . It took them 3 days to get back with me!!!!! They then sold to Easylink Services – at least they have technical support department I can talk to when there's a problem! As the economy has suffered, so has our business. I started shopping for other servicers, and looking into ways to cut our expenses. I was shocked to see how I was paying $14.95 per month plus $.09 cents per page received, and in a matter of minutes I found a company that for $6.95/month would provide the services and include 100 pages! I immediately called Easylink Services and asked if my number was transferrable. I was given instructions on how to do it, and I was told that once the number was transferred, the account was going to be closed. This was back in March, I just received my debit card statement to see that they are still billing me for the services. When I called Easylink billing department, the representative is telling me I had activity in May – How could I had activity in May when my account was transferred the first week of April? And why am I still being changed in July if they chow my account closed since "May"? Bottom line, they would not credit those charges. Easylink representative had me in circles saying the statements are billed a month on arrears, and they don't reflect charges in July on their end, that last charge was in June for May, etc. . . . . However, I HAVE CHARGES IN MY STATEMENT!!! . . . . not happy!
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Review
#337348 Review #337348 is a subjective opinion of poster.

Efax - HORRIBLE customer service

I lost my efax number and need to cancel the service. I called customer service but I cannot get to a live person without my efax number!! No options besides "enter your efax number" hitting 0 doesn't work, saying "representative" doesn't work. So I called sales and said I was a new customer just so I could talk to a real person. He transferred me to customer service(naturally to someone I can barely understand) who said their system was down and to call back. HOW, I asked? I can't get to customer service without my efax number. SO ***. He actually agreed that to call back I would have to call new sales again to get transferred. My bank can't get the auto-payments to stop...they've tried. So if I don't get efax to stop them, I'm going to have to close my account.
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1 comment
Reg S
#542232

This would not fit on the survey sent to me by eFax so I sent it via email to their Level 2 tech support in Canada.....

I have always believed the concept of the eFax product was a great idea for every type of consumer, however, I never had a real need for it's use because I've always had a dedicated fax line. This fact recently changed which caused me to consider suing eFax. Since becoming a customer I've found serveral issues that caused me to become uncomfortable and unsatisfied with service.

1. My efax messenger has NOT worked the entire time I've been a customer. This was not something I expected to have to deal with as a customer given the global popularity of this product.

***I want to make certain I express the fact that the representative I spoke with in CANADA explained this issue to me in great detail. He was attentive, understanding and wanted to make sure I had a clear understanding of the issue, why it happened and how and when it would be resolved. Because of him I now know that due me having Win 7 (64 Bit) on all my computers the current software doesn't work. He also advised me of the resolution prepared to fix this issue is currently "on it's way but isn't out just yet." His treatment of me was excellent and I came away from our conversation NO LONGER irriatated and upset. eFax really has become a necessary componet to my home office. The rep in CANADA was outstanding and he truly saved the day.

2. In complete contrast to all I just said about the rep in Canada I want to express my feelings about the 5 previous phone calls I've made to eFax prior to today. I called Tech Support and Customer Service more than once over my first 30- days of using the eFax service. ALL the reps I spoke to were in India.

2a. I found it extremely irritating that I experienced a communication barrier each time I spoke to reps on the Tech Support Team. The stress of trying to understand someone who is in charge of helping me resolve an issue is the all time worse for any customer.

2b. The reps in India and I do mean ALL of them I've spoke with including the lady named Sarah of whom I spoke to twice today...were ALL rude beyond belief. I had to repeat my issue 2-4 times with each of them as well as repeatedly proivide my eFax number which I clearly state at the very beginning of each call. One rep claimed all I needed to do was uninstall and reinstall the software. In telling me to so the rep cut me off several times while speaking, raised his voice at me and acted as if he was rusing me off the phone. His solution did not work for me in spite of his "all knowing insistence." Another gentleman in Tech Support told me "I flat out didn't know what I was talking about" when explaining my issue. He too raised his voice at me. He told me he would be emailing me a link to a different version of the software that would work better on my computer in "just a moment." That moment was weeks ago and to date I've never received any such link.

2c. TODAY I call and spoke to Sarah in India. Rather than trying to help me resolve my issue she told me the following:

-I should just send all my faxes via email since I was having a problem.

-It doesn't matter that I pay the service and that the software has never worked the whole time I've been a customer. The reason why faxing via email is available is because the software doesn't always work...sometimes it works and sometimes it doesn't were her exact words to me. She too raised her voice as if I was getting on her last nerve!

-When I expressed my concern about the "software NOT working sometimes AND I'm paying customer, Sarah snapped at me with the comment that she would "just cancel my account then because that's how it is and there was nothing she could do." I then asked to be transferred to Level 2 in California. She sighed in my ear, gave a case number, told me to hold and hung up in my face. Oddly enough I got Sarah AGAIN when I called back. I asked to be transferred to California...she transferred me to Otta, CANADA! It was good she did as THERE is where I got the best customer service.

I also failed to mention when I called one day last week I was transferred and put on hold for 38 mins with no one ever coming to the phone.

Number 2 down is NOT a good look for j2 Global or eFax and with the economic shift we are seeing all over the US, more customers like myself will not tolerate the stress and strain of dealing with these kinds of service issues. Our money can be spent elsewhere as opposed to with eFax. It's a HUGE issue that needs to be seriously addressed. NONE of your customers anywhere in the world should be treated as I've have by your reps.

Thank you for giving me opportunity to share my opinion and experience.

Review
#326338 Review #326338 is a subjective opinion of poster.

eFax review in Lima, Lima: Used free trial, unable to cancel

I desperately needed to be able to receive faxes, so signed up for a free trial with eFax. Now I don't need them any more, want to cancel. One insufficient answer to my many emails. When I phone them I get an unintelligible message from an answer machine. Who can actually help me with this? Why does the complaint have to have 100 words? I am able to express myself clearly in not too many words. So I am just adding something to satisfy your machine. xx xxxxxxxxxxxxx xxxxxxxxxxx xxxxxxxxx xxxxxxxxxxx xxxxxxxxxxx xxxxxxxxxxxxxx xxxxxxxxxx xxxxxxxxxxxxxxx xxxxxxxxxxx xxxxxxx xxxxxxxxxxx xx
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1 comment
Reg S
#542233

I sent this to a Level 2 supervisor at eFax today....

I have always believed the concept of the eFax product was a great idea for every type of consumer, however, I never had a real need for it's use because I've always had a dedicated fax line. This fact recently changed which caused me to consider suing eFax. Since becoming a customer I've found serveral issues that caused me to become uncomfortable and unsatisfied with service.

1. My efax messenger has NOT worked the entire time I've been a customer. This was not something I expected to have to deal with as a customer given the global popularity of this product.

***I want to make certain I express the fact that the representative I spoke with in CANADA explained this issue to me in great detail. He was attentive, understanding and wanted to make sure I had a clear understanding of the issue, why it happened and how and when it would be resolved. Because of him I now know that due me having Win 7 (64 Bit) on all my computers the current software doesn't work. He also advised me of the resolution prepared to fix this issue is currently "on it's way but isn't out just yet." His treatment of me was excellent and I came away from our conversation NO LONGER irriatated and upset. eFax really has become a necessary componet to my home office. The rep in CANADA was outstanding and he truly saved the day.

2. In complete contrast to all I just said about the rep in Canada I want to express my feelings about the 5 previous phone calls I've made to eFax prior to today. I called Tech Support and Customer Service more than once over my first 30- days of using the eFax service. ALL the reps I spoke to were in India.

2a. I found it extremely irritating that I experienced a communication barrier each time I spoke to reps on the Tech Support Team. The stress of trying to understand someone who is in charge of helping me resolve an issue is the all time worse for any customer.

2b. The reps in India and I do mean ALL of them I've spoke with including the lady named Sarah of whom I spoke to twice today...were ALL rude beyond belief. I had to repeat my issue 2-4 times with each of them as well as repeatedly proivide my eFax number which I clearly state at the very beginning of each call. One rep claimed all I needed to do was uninstall and reinstall the software. In telling me to so the rep cut me off several times while speaking, raised his voice at me and acted as if he was rusing me off the phone. His solution did not work for me in spite of his "all knowing insistence." Another gentleman in Tech Support told me "I flat out didn't know what I was talking about" when explaining my issue. He too raised his voice at me. He told me he would be emailing me a link to a different version of the software that would work better on my computer in "just a moment." That moment was weeks ago and to date I've never received any such link.

2c. TODAY I call and spoke to Sarah in India. Rather than trying to help me resolve my issue she told me the following:

-I should just send all my faxes via email since I was having a problem.

-It doesn't matter that I pay the service and that the software has never worked the whole time I've been a customer. The reason why faxing via email is available is because the software doesn't always work...sometimes it works and sometimes it doesn't were her exact words to me. She too raised her voice as if I was getting on her last nerve!

-When I expressed my concern about the "software NOT working sometimes AND I'm paying customer, Sarah snapped at me with the comment that she would "just cancel my account then because that's how it is and there was nothing she could do." I then asked to be transferred to Level 2 in California. She sighed in my ear, gave a case number, told me to hold and hung up in my face. Oddly enough I got Sarah AGAIN when I called back. I asked to be transferred to California...she transferred me to Otta, CANADA! It was good she did as THERE is where I got the best customer service.

I also failed to mention when I called one day last week I was transferred and put on hold for 38 mins with no one ever coming to the phone.

Number 2 down is NOT a good look for j2 Global or eFax and with the economic shift we are seeing all over the US, more customers like myself will not tolerate the stress and strain of dealing with these kinds of service issues. Our money can be spent elsewhere as opposed to with eFax. It's a HUGE issue that needs to be seriously addressed. NONE of your customers anywhere in the world should be treated as I've have by your reps.

Thank you for giving me opportunity to share my opinion and experience.

Review
#323178 Review #323178 is a subjective opinion of poster.
Service
Efax Free Trial
I signed up for a trial service, and gave them my credit card number. I couldn't get the service to work, and canceled the next day. They are now billing my cc and won't refund. Customer service is outsourced overseas and you won't get past them. ...
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2 comments
Anonymous
#479148

Law Firm Investigating Potential Class Action Regarding eFax Overcharges (Advertisement)

My name is Alex Safyan and I am an attorney at the law firm Pearson, Simon, Warshaw & Penny, LLP in Sherman Oaks, CA. My firm focuses on consumer class actions, and we are currently investigating a potential class action against J2 Global (the company that owns eFax) for overcharging customers after they cancel their eFax free trials. We saw your complaint on this website indicating that you were charged after you cancelled your eFax free trial. If you would like to discuss this potential matter further, please contact me at (818) 788-8300.

Thank you,

Alex Safyan

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Review
#306185 Review #306185 is a subjective opinion of poster.

Www.efax.com would not let me cancel or issue a credit.

I have called EFAX over 20 times today!! This has to be the worst service dept. in the world. I have been told that the system is down and there is no assistance. I said I want to cancel my service, I was told it can not be done, because the system is down. > Call back in an hour. I had asked for a supervisor or manager > Three times I was put on hold and then disconnected. I have been told that someone would call back > It never happened. I received an EFAX message that can not be opened. I was told to email it as an attachment > Still NO RESPONSE. > What was I paying for? The chat did not work, the phone calls did not work, the fax did not work, the emails did not work. > Now I am going to post the above all over the internet, to warn people that you have the worst service dept. in the world. Richard Brown
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2 comments
Reg S
#542265

I have always believed the concept of the eFax product was a great idea for every type of consumer, however, I never had a real need for it's use because I've always had a dedicated fax line. This fact recently changed which caused me to consider suing eFax. Since becoming a customer I've found serveral issues that caused me to become uncomfortable and unsatisfied with service.

1. My efax messenger has NOT worked the entire time I've been a customer. This was not something I expected to have to deal with as a customer given the global popularity of this product.

***I want to make certain I express the fact that the representative I spoke with in CANADA explained this issue to me in great detail. He was attentive, understanding and wanted to make sure I had a clear understanding of the issue, why it happened and how and when it would be resolved. Because of him I now know that due me having Win 7 (64 Bit) on all my computers the current software doesn't work. He also advised me of the resolution prepared to fix this issue is currently "on it's way but isn't out just yet." His treatment of me was excellent and I came away from our conversation NO LONGER irriatated and upset. eFax really has become a necessary componet to my home office. The rep in CANADA was outstanding and he truly saved the day.

2. In complete contrast to all I just said about the rep in Canada I want to express my feelings about the 5 previous phone calls I've made to eFax prior to today. I called Tech Support and Customer Service more than once over my first 30- days of using the eFax service. ALL the reps I spoke to were in India.

2a. I found it extremely irritating that I experienced a communication barrier each time I spoke to reps on the Tech Support Team. The stress of trying to understand someone who is in charge of helping me resolve an issue is the all time worse for any customer.

2b. The reps in India and I do mean ALL of them I've spoke with including the lady named Sarah of whom I spoke to twice today...were ALL rude beyond belief. I had to repeat my issue 2-4 times with each of them as well as repeatedly proivide my eFax number which I clearly state at the very beginning of each call. One rep claimed all I needed to do was uninstall and reinstall the software. In telling me to so the rep cut me off several times while speaking, raised his voice at me and acted as if he was rusing me off the phone. His solution did not work for me in spite of his "all knowing insistence." Another gentleman in Tech Support told me "I flat out didn't know what I was talking about" when explaining my issue. He too raised his voice at me. He told me he would be emailing me a link to a different version of the software that would work better on my computer in "just a moment." That moment was weeks ago and to date I've never received any such link.

2c. TODAY I call and spoke to Sarah in India. Rather than trying to help me resolve my issue she told me the following:

-I should just send all my faxes via email since I was having a problem.

-It doesn't matter that I pay the service and that the software has never worked the whole time I've been a customer. The reason why faxing via email is available is because the software doesn't always work...sometimes it works and sometimes it doesn't were her exact words to me. She too raised her voice as if I was getting on her last nerve!

-When I expressed my concern about the "software NOT working sometimes AND I'm paying customer, Sarah snapped at me with the comment that she would "just cancel my account then because that's how it is and there was nothing she could do." I then asked to be transferred to Level 2 in California. She sighed in my ear, gave a case number, told me to hold and hung up in my face. Oddly enough I got Sarah AGAIN when I called back. I asked to be transferred to California...she transferred me to Otta, CANADA! It was good she did as THERE is where I got the best customer service.

I also failed to mention when I called one day last week I was transferred and put on hold for 38 mins with no one ever coming to the phone.

Forward from number 2 is NOT a good look for j2 Global or eFax and with the economic shift we are seeing all over the US, more customers like myself will not tolerate the stress and strain of dealing with these kinds of service issues. Our money can be spent elsewhere as opposed to with eFax. It's a HUGE issue that needs to be seriously addressed. NONE of your customers anywhere in the world should be treated as I've have by your reps.

Thank you for giving me opportunity to share my opinion and experience.

Anonymous
#445083

It's too bad that J2 is giving the fax service business such a bad name. There ARE good providers out there, that provide a reliable service at a reasonable price and treat their customers well. Companies like MetroFax and FaxLogic come to mind.

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Review
#302553 Review #302553 is a subjective opinion of poster.
Loss
$16

Efax rip off

I paid about$170 for a year of efax and had to cancel after seven months my refund is $5. you can't talk to a person you have to do an online chat and the people are not straightforward about how much your pro rated refund will be. They try and talk you in to keeping the account for the whole year we are canceling for financial reasons and this is been no help at all. I will be sure to avoid using EFax again. once they have your credit card number you are in trouble I recommend you not use EFax.
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3 comments
Anonymous
#456232

When you get an efax number--it has been previously assigned to another company. You are responsible for all faxes sent in error to you.

They will offer you another fax number, but you do through the same thing over again. I called and complained and they said too bad--that is the way it is and we are not giving you a credit.

I explained that if they charged me again for junk faxes, I would sue them in Small Claims Court. The fellow named "HEDI" said, "okay, fine."

See you in Court Efax.

Anonymous
#327053

I found a company called PATLive that allows me to send and receive faxes through my email. It's a great service and very dependable.

Jennifer
#319203

You can talk to EFax on the phone...but everyone is foreign and very hard to understand. They DO try to keep you using them, with better deals.

Unsatisfactory. If you want to be cut off from them and not use EFAX over finances...they just don't want to hear it. You are charged whether you use their service or not.

All the times you never send faxes or receive faxes, you still have to pay. Robbery.

:(

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Review
#251638 Review #251638 is a subjective opinion of poster.
Loss
$170

EFax - Sign Up and just try to Ever Cancel!

Every Year You Cancel and if you don't pay attention they will sneak a charge right through on your Credit Card. This exercise has lasted over 3 Years. AMEX has finally put a Merchant Hold On Them. Never Provide this Company any kind of Permanent Billing Option. They will abuse You and Your thinking that this is an Ethical Company. The Call Center has English Speakers but not English Listeners or any comprehension of the meaning of English Sentences. The Fax Service worked fine for the First Years 2002/2003 that I used them, so the service works. All their Problems are in Customer Service. I see complaints about Prices, However I was always looking for a Reliable service with price a secondary consideration.
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Review
#243481 Review #243481 is a subjective opinion of poster.
Loss
$400

Efax Is latest abuse of good faith customerservice

Don't ever subscribe just leave them and but a fax machine they are bunch Filpino's Mafia out steal hard earned money without providing the services as promised the ICE need to pay them a visit and just see who is here legally and deport their *** to Afghanistan to provide service for the Taliban I bet they'd like to have something to use for target practice and if they can't be used as targets let them be useful as a alternative fuel source let them become service animals they have mentality of a *** so let them work as a jackasa
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Review
#241038 Review #241038 is a subjective opinion of poster.

Efax and myfax owned by J2 Global

If you are considering using efax... DO NOT. They have super high pricing. $170 per year for their fax line is ridiculous!!! Customer service reps sound like robots. Flying to the moon seems more likely than getting a refund from this company... I pre-paid for a year, changed my mind --- wanted to go month-to-month, and they will change the plan to month-to-month...no refund on remaining 10/11 months though. AVOID EFAX LIKE THE PLAGUE. In fact, avoid J2 Global to be on the safe side. Best of luck! MYFAX.COM WAS JUST ACQUIRED BY J2 GLOBAL -- BE CAR
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Review
#218113 Review #218113 is a subjective opinion of poster.

EFax poor customer service, unreasonable and expensive charges, will not refund

eFax poor customer service, unreasonable and expensive charges I have been an eFax customer since 2003. Have not used the service at least for the past 4 years. They would automatically charge my credit card annually without any pre notification. On 11/18/10 when I got my credit card statement, I noticed a charge for $139.95 for my yearly subscription made by eFax on 11/9/10. I called eFax customer service immediately. Customer service was basically rude and finally agreed to refund only $127. Stating that I had called more then 7 days after the charge was made and they are taking $12.95 for that. When I told them I received the credit card statement only on that day and came to know about the charges and they was no pre notification from them about this charge, they told they are not required by the contract to return any money nor give notification. I asked to speak to Customer Service supervisor and was denied stating the supervisor is very busy. Their website also does not list their leadership info to complain Basically here is a company at this digital age that is very expensive, very rude, zero customer service and looks at only swindling customer's money. Should stay away from company like this
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1 comment
Anonymous
#273207

E-fax customer service is very poor. I have been waiting for 2 hours to get through.

They hang up on me when I start complaining. Stay away from this garbage

Review
#208103 Review #208103 is a subjective opinion of poster.