eFax.com: cancel means cancel

During this economic recession companies are trying very hard to hold on to customers.  I get that.  But when I make up my mind that I no longer wish to purchase a company’s service, and state it very clearly, the company gets zero points from me for repeatedly trying to talk me to into continue paying for something I’ve already stated I no longer want.

I’ve used the free version of eFax for a number of years.  It was great for receiving faxes via e-mail. About a year ago, I upgraded to efax plus, which, for a fee, allowed me to not only receive faxes but also send faxes from my 39398-en-web-logocomputer without a fax machine.  Turns out the number of sent faxes a month wasn’t worth the $16.95 a month, and since I, like almost everyone else, am looking for ways to cut costs, I decided to revert my account back to the free receive-only eFax.  Turns out, that can’t be done.  So, I decided to close my account.  Turns out, that can’t be done without stepping up to the line of rudeness.  To wit, my chat with an eFax customer service rep on-line (apparently the only way to cancel one’s eFax account is via chat):

{Shane P.} Hello, Jane. Welcome to j2 Global online support. I am Shane, your online Live Support Representative. How may I assist you today?

{Jane} HI

{Jane} A year ago I upgraded my efax account from free to “plus”. Now I can no longer afford to pay for the “plus”. So I’d like to revert back to free efax.

{Jane} Can you help me do that?

{Shane P.} Unfortunately our network architecture does not allow an eFax Plus number to be converted to Free. When you contact us to request a downgrade, your Plus number will be cancelled and you may sign up for a new eFax Free account after the closure of your paid number.

{Jane} OK, But can I keep the same efax number?

{Shane P.} Jane, I am sorry but that not possible.

{Jane} OK. Well, I’d like to cancel my efax plus number and close my account, please.

{Shane P.} I am sorry to hear that you wish to cancel. Could you please provide me with your Fax number and PIN for verification?

{Jane} fax number is <snipped>. PIN is <snipped>.

{Shane P.} Please give me a moment while I go through your account

{Shane P.} Thank you for waiting. I have just located and verified your account.

{Shane P} Jane, I understand that currently you do not need the service. In the current situation, we will waive off the monthly fee for two months. This way you will be able to keep your account, which will enable you to send and receive faxes. During this period, you will not be charged any monthly fee. Usage charges are applicable for sending faxes if any. We are suggesting this so that you can give it a second thought, as you will not be paying $16.95 for the next 2 billing cycles.

{Shane P} Your eFax account will be credited with $33.90 so that you may utilize our services without being billed our monthly fee for the next two billing cycles.

{ Shane P} As you will not be charged the monthly fee for the next two months, you could keep the account till then. If you still feel that you do not have any use for our services by the end of the two months credit period, please feel free to contact us anytime. Will it be fine with you?

{Jane} I would like to cancel my efax plus number and close my account now. Please.

{Shane P.} I completely understand your wish to discontinue, since you have paid for the current month, you can retain this number at least till the end of two months credit offer as you will not be charged any monthly fee for the two months.

{Shane P.} As a good will gesture, we will offer you an additional gift balance of $10 along with the monthly credit, which will enable to send up to 100 additional fax pages free of cost (per page per minute within US & Canada).

{Shane P.} At the end of the 2 months credit period, you can get back to us immediately without any further obligation to stay back. We are available 24 hours a day and 7 days a week. Please feel free to contact us at any time. We will immediately process your request.

{Jane} I respectfully demand that you cancel my efax number and close my account right this moment.

{Shane P.} All right, I understand and respect your decision for cancelation. I will immediately cancel your account with us.

{Shane P.} Is there anything else that I can assist you with at this time?

{Jane} Thank you. what confirmation will I receive that my account has been canceled?

{Shane P.} An e-mail confirming that your account has been canceled will be sent to your registered e-mail address shortly after this chat session ends.

{Jane} Ok, thank you. I’ll be saving this chat for my records, as well.

If eFax was serious about making “a goodwill gesture”, they’d modify their network architecture to allow customers to revert their accounts from plus to free.  At least I’ve already received the e-mail confirming my account is cancelled.


20 Responses to eFax.com: cancel means cancel

  1. Araceli Romo says:

    Please cancel my service and my fax number (702)543-4010

  2. please make sure e-fax #512-697-8297 gets cancelled. cancelled at http://www.fax.com/cancel but no confirmation as of yet.

  3. Kingi says:

    I had exactly the same problem! The eFax company is terrible!

  4. Nada says:

    I think this company is a scam I went to the site to cancel but could not after speaking with a operator they were saying I will be charged and it has not been 30days after holding for a while they canceled it never again

  5. Makeup Tips says:

    Hey darling, nice website! I genuinely appreciate this post.. I was curious about this for a while now. This cleared a lot up for me! Do you have a rss feed that I can add?

  6. B. Bryant says:

    This company is a scam, they make it impossible to cancel & hope you give up. efax if you read this, cancel #205-449-5332 per my email to you. Global Customer Support Team is really–Global Customer Screw/you Team.

  7. herbert d lintz says:

    please cancel my efax now

  8. herbert d lintz says:

    inerver sent aefax iam trying to cancel for 2months i think i well have canel my bank ac.

  9. Thank you regarding the awsome article. I will keep an eye on your website, i allready added it to personal list 🙂

  10. Email To Fax says:

    Yeah, eFax was one of the pioneers in the email fax field, and had tried them as well. Recently I used http://www.EmailFaxCompared.com to review what features were offered by the top email fax services side by side since there are many other good services out there and picked the best one for me.

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