How to Cancel an eFax Account 9/21/2006 - 8,162 views, 30 Comments
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Having received the “either pay your eFax bill up front for a year or suffer a 30% increase in your monthly rate” notice of eFax increasing their rates, I chose, instead, to cancel my eFax account. Of course, in the notice, the only link was to accept that fee increase. So I went directly to the eFax site, and logged into my eFax account. Here’s a surprise: there is no way to cancel your account through the eFax site. Seriously. Let me repeat that: there is no way to cancel your account through the eFax site. How bogus is that?? So I did some digging. And indeed, it took some digging. Ultimately I engaged one of their servtrons in live chat. Here’s how that chat went: eFax Servtron: Welcome to the sales team! How can I assist you today? Me: Hello, Servtron! I need to cancel my account. Can you please tell me how to do that? eFax Servtron: I am sorry to hear that you wish to leave us. We have a special support team to assist you with the cancellation process. Please use the following webpage to get Chat support for cancellation. Here is the link: [And he then proceeded to give me the link.] Me: Isn’t there just a way to do it without going into another chat with someone? Can’t I just go to a particular link and cancel my account? eFax Servtron: I sincerely apologize for the inconvenience caused. For this matter you would have to contact our Customer support department. (Yeesh, and silly me, here I’d thought I’d contacted customer support when I initiated the live chat.) So I went to the link, which didn’t work. Now, to be fair, maybe it was because I was using Safari that it didn’t work. But it simply reloaded the blank chat page every time I tried to initiate a chat. But, in the end, after poking around at that second, non-working chat link, I found a phone number. With, yes, a real live person at the other end. And I called that number, and I cancelled my eFax account. And it was good. And, amazingly enough, about an hour later, I even got a confirmation of the cancellation. Now, it turns out that lots of people want to cancel their eFax account as a result of this price increase. I know, because lots of people are asking “how do I cancel my eFax account”. So, if you too wish to cancel your efax account, here is the number: 1-323-817-3205. Happy cancelling.
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I just sent them an E-MAIL, asking them to CANCEL my account.
I guess it worked. I got no reply. I am NOT being billed by them.
Comment by Bill Russell — 10/3/2006 @ 10:42 am
Damn, everything you said about the chat and the chat link to cancel service doesn’t work - just calling that number is the best way to cancel.
Comment by Dave — 11/14/2006 @ 9:05 am
Hi,
Thanks for the good info. I’m looking into your other fax suggestions. Looks like they’ve taken away the option for calling. Now the phone tree sends you back to that idiotic, non-functioning chat on their website. Sigh. I will try in another browser (didn’t work in FireFox).
Comment by Ame — 12/4/2006 @ 3:06 pm
Just tried to cancel my account as well. There chat applet doesn’t seem to work in IE 6.0 or Firefox.. WTF? Maybe that’s by design - trying to put as many hurdles as possible in front of us to prevent us from canceling. Reminds me of AOL. I called and spoke to someone about canceling after that, and their accent was so thick I could barely understand what she was saying, which was that their systems are down and she can’t cancel the account right now. I wonder if its easier just to call the credit card company, explain that you made a reasonable effort to cancel the service and to charge back everything. After a while EFax will get the hint.
Comment by Greg — 12/27/2006 @ 1:32 am
please refund me my money and cancel my account. thank you brad cobb
Comment by brad cobb — 1/5/2007 @ 12:43 pm
I would like to cancel my efax account, since I am moving from the State. My efax# 561-431-8538.
I will be closing my checking acc. with the Bank.Please close the efax account ASAP.
Comment by Jaime Cruz — 1/12/2007 @ 8:48 am
Thanks for the info. I fell in the typically trap, called first the 1-800 #, went to the website and spent 30min on it, chatted with a CRM script and finally threaten the client service representative at the number above with my lawyers if the efax account would not get closed today. That worked.
Comment by Ralf — 2/5/2007 @ 8:22 am
submitted my e-mail, is it nor cancelled
Comment by roger price — 7/5/2007 @ 5:59 am
just cancelled! said i was leaving the country and would never need faxes. job done within 10 mins they tried ever so hard but i kept saying no. wow persevere and you’ll get there! :)
Comment by bobo — 8/8/2007 @ 7:36 am
Just spent an hour trying to make contact on chat to cancel account…. sigh… will try calling them now.
Comment by Nagarjun — 10/16/2007 @ 10:16 pm
how do you cancel a free efax account?
Comment by Bobbo — 12/13/2007 @ 12:12 pm
I called the number to cancel the service and you are correct they will try to offer you additional service for a credit of $33.90 for two month free.But I said no, please cancel my service and the rep. cancel the service and said that I will be receiving an e-mail with the cancellation reference number.
Comment by Bridgette — 1/12/2008 @ 6:12 am
Just cancelled by phone after a trial period (and a very good one I might add).
The person I spoke to was very courteous. He asked if I wanted a further month trialing eFax - which I declined. No pressure.
I am however hoping to sign on to the service at some point.
Comment by Niyi — 2/1/2008 @ 1:36 am
Don’t get an efax account. Here is what I wrote to them in the feedback section.
I am very upset with e-fax. Your prices are too high and I am very angry with you for making it so hard to cancel. I know you advertise on the radio a lot and I am convinced you are taking advantage of people.
You have a terrible phone system.
I can’t believe it is so hard to cancel. I got disconnected 3 times from your phone line.
Your phone menu is terribly confusing!
And now I have to use a typing chat line to cancel my account. This is awful. I will tell all of my friends to avoid this service. Do you know how irritating this is. You remind me of AOL (America Online) they were just as bad as you are. Get to the top by making it hard for people to cancel. I am so disappointed with you. You are the example of Free Market Capitalism gone wrong.
I have been waiting on this chat room for a few minutes now. That gives me all this time to write you this feedback. I have had better experiences at the DMV (the Department of Motor Vehicles)!! I’d rather pay taxes to the US Government than deal with your company.
Comment by Paul Waters — 2/13/2008 @ 5:08 pm
please cancel. thank you
Comment by edwin olsen — 2/14/2008 @ 3:37 pm
Cancel my account please
Comment by Tyler — 2/22/2008 @ 10:54 am
Please visit RipOffReport dot come to see more rip offs done by efax.
Comment by anonymous — 3/11/2008 @ 3:36 pm
visit rip off report dot com for more rip offs that efax has done
Comment by anonymous — 3/11/2008 @ 3:37 pm
signing up with e-fax has been a terrible mistake - firstly there are hidden costs (i.e activation fess) also their billing is prone to ‘errors’ where they charge for several months in advance and then go on to charge for those months again later.Cancelling their subscription has been a great relief.
Comment by Krishna — 3/25/2008 @ 8:30 am
I hate to toot my own horn but if you are looking for an affordable Internet Fax Service, this is the company I work for. 1000 pages for $12.95, just 3 cents per page thereafter per month. :-)
Comment by Lynn — 4/25/2008 @ 1:15 pm
For anyone who cares, now the ONLY way to cancel is to go to http://www.efax.com/cancel and have a ‘chat’ (more like listen to a monologue as to how affordable efax is and how they’ll comp you to stay) with an associate. Here’s my experience: (you may want to hit the bathroom or grab a snack before beginning)
Welcome to chat.
The session has been accepted.
{Fred H.} Hello, Mike. Welcome to j2 Global online support. I am Fred, your Online Live Support Representative. How are you doing today?
{Mike} Good Fred, thanks. I just need to cancel my account.
{Fred H.} I am sorry to hear that you wish to cancel. Could you please provide me with your Fax number and PIN for verification?
{Mike} Sure. It’s 646-861-4809 and the pin is 3649
{Fred H.} Thank you for providing your information. Please give me a moment while I go through your records. In the meantime, 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
{Mike} 8
{Fred H.} Mike, I can understand that currently you are finding it expensive to pay the monthly fee. In the current situation as a special consideration, we will waive off the monthly fee for two months. Usage charges are applicable for sending faxes. This way you will be able to keep your local fax number, which will enable you to send and receive any pending faxes with your number.You never know when the need arises. It could prove useful to you.
{Fred H.} 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.
{Fred H.} Since you will not be charged any monthly fees for the next two months you may keep the account till then. If at all you find that you need our services during this period, then you will still have the account. If however, you still feel that you do not have any use for our services by the end of the two months credit period, then you can always contact us back anytime. Would you like that?
{Mike} No thanks. I just want it canceled. I haven’t been able to log in for the last two months and I just keep forgetting to cancel it. I just want it gone.
{Fred H.} If you wish I will provide you the end date so that you can mark it on your calendar.
{Fred H.} I completely understand your wish to discontinue, since you have already paid for the month, we do not want you to lose out on the money. I suggest you to 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. As a good will gesture to continue our association 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).
{Fred H.} During this two months credit period, you can keep this service active and if you use it once in these two months we will be more than happy that we were able to serve you.
{Fred H.} If you do not wish to continue beyond this waiver period, then there is no obligation to continue. There are no contracts. All you would need to do is, contact us just once, anytime during this credit period to re-confirm your decision. We are at your service, round the clock, 24 hours a day, 7 days a week.
{Mike} Nope. Gone please.
{Fred H.} All right, I respect your decision and will cancel your number immediately.
{Fred H.} I’m sorry that you are leaving eFax. At eFax, we are continuously improving our products and services. Please do consider us if your faxing needs should change in the future.
{Fred H.} Is there anything else you would like to have assistance with?
{Mike} I was wondering if my last charge is forward looking (pre-paid) and if so if it is possible to get it pro-rated to today.
{Fred H.} Yes, you will be refunded.
{Mike} Excellent. Thank you Fred. Have a good day.
Comment by Mike — 4/27/2008 @ 11:54 am
No need to call actually. I have cancelled my account by going to http://www.efax.com/cancel. You’ll go through a sales representative that talks a lot :) but finally you’ll do it.
Comment by Nesreen — 5/20/2008 @ 10:09 pm
No need to call actually. I have cancelled my account by going to http://www.efax.com/cancel. You’ll go through chat with a sales representative that talks a lot :) but finally you’ll do it.
Comment by Nesreen — 5/20/2008 @ 10:10 pm
Just be firm and don’t give in (I learned this from cancelling AOL accounts for friends who had tried but were bullied by the phone agents) and you can get your Efax account cancelled using chat. Here’s a transcript:
{Kevin B.} Ray, I understand that less utilization, you are finding it expensive to pay the monthly fee at this time. In the current situation, we will waive off the monthly fee for the next month. This way you will be able to keep your fax number, which will enable you to send and receive faxes with your number. Your eFax account will be credited with $16.95 so that you may utilize our services without being billed our monthly fee for the next billing cycle.
{Kevin B.} If at all you find that you need our services during this period, then you will still have the account. If however, you still feel that you do not have any use for our services by the end of the one month credit period, then you can always contact us back anytime. Is that okay with you?
{Ray} actually i did that last time … and i forgot to call ….could you cancel it at this time?
{Kevin B.} I completely understand you wish to discontinue our service however, as a goodwill gesture, we would also like to credit your eFax account with $10 gift balance along with the monthly credit with which you can send up to 100 fax pages for free within US and Canada (at the rate of $0.10 per page per minute within US & Canada).
{Kevin B.} All you need to do is to just contact us on the same chat window before the end of your credit period. There is certainly no obligation to stay back with our service. Since we are available here 24 x 7, you will have no problem in contacting us. We will process your request immediately without any further delay.
{Ray} i know i’ll forget. i remembered now to cancel. please cancel
{Kevin B.} Fine, in this case what we will do is, I will set your account to close automatically at the end of 1month credit period. If you wish to continue after the credit period, you just need to contact us or e-mail us at help@mail.efax.com so that you can continue with the same account after the credit period.
Please be assured that you will not be charged any monthly fee for next month and your account will get terminated immediately at the end of the credit period on 07/22/2008.
{Kevin B.} Please be assured that you will not be charged any monthly fees for the next month. Only the usage charges for sending faxes apply. Also, your account will close after 1 month. The account will be closed automatically without you having to do anything.
{Kevin B.} Is that okay with you?
{Ray} thank you. according to the efax cancellation page, i can’t consider the account cancelled until i received a cancellation confirmation number by email would you please send me that?
{Kevin B.} As I mentioned above your account is set for auto closure, it will get automatically closed on 07/22/2008.If you wish to have this transcript e-mailed to you, then you need to enter the e-mail address after you end this chat session, and press “OK” button. You will receive the transcript in your specified e-mail address.
{Ray} instead of “auto close” at the end of the month. i would like the account cancelled a this time. like now
{Kevin B.} All right, I respect your decision and will cancel your account immediately.
{Kevin B.} We are sorry that you are leaving eFax. At eFax, we are continuously improving our products and services. Please do consider us if your faxing needs should change in the future.
{Kevin B.} Is there any thing else that I can do for you?
{Ray} will you be giving me a confirmation number?
{Kevin B.} Yes, the confirmation number is 004891391.
{Ray} halleluia …. thank you!
Comment by Ray — 5/31/2008 @ 9:38 pm
http://www.efax.com/cancel
Comment by Michael Kilday — 6/10/2008 @ 2:02 pm
Holy crap, I hate eFax. I got duped into signing up by a bogus employer on Craigslist, here’s my ‘chat’:
Welcome to chat.
The session has been accepted.
{Megan F.} Hello, Alistair. Welcome to j2 Global online support. I am Megan, your online Live Support Representative. How may I assist you?
{Alistair} Hi Megan, I got duped into signing up for an eFax trial by an online business scam, and just found out eFax was charging me a monthly bill. Obviously, I want to cance lthe service.
{Alistair} Incidentally, I appreciate your time.
{Megan F.} It is my pleasure assisting you.
{Megan F.} I am sorry to hear that you wish to cancel. Can you please provide me with your Fax number which you wish to cancel and PIN for verification?
{Alistair} Sure thing:
eFax Number:
1-918-512-4486
PIN:
4010
{Alistair} And it’s worth noting that I never used the service and never intended to, once I uncovered I was being scammed by a bogus employer, and am not very happy wit heFax charging me 3 monthly bills!
{Alistair} I don’t suppose there’s any wa yt orecoup that money, since I never actually used the eFax service?
{Megan F.} Thank you for providing your information. Please give me a moment while I go through your records. In the meantime, 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
{Alistair} None of the above, although 3 or 4 could work.
{Megan F.} We value your association with us. As a special offer, we will waive the monthly fee for the next two months. Please feel free to contact us at any time. This way you will be able to keep your fax number, and you can send and receive any pending faxes with your number.
{Alistair} Thankyou, but I have never used the service ,and have no intention of using it. The ONLY reason I used it was because I was duped by a bogus employer into signing up- it’s bad enough you guys took 50 or so of my dollars.
{Megan F.} Your eFax account will be credited with $33.90.I suggest that you make use of our service at least for the 2 months credit period, so that you can receive and send any pending faxes as you will not be paying any monthly fee for the next 2 billing cycles. This will also ensure that you make the maximum utilization of our service.
{Alistair} I’m getting the feeling I’m talking to an automated typer.
{Alistair} I got scammed- why would I use your service? Please cancel and/or refund my money.
{Megan F.} I apologize for the inconvenience caused to you.
{Megan F.} I realize that you might not need it again, but, I suggest you to 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. You will only be charged for sending faxes once you have utilized the usage balance you have in your account.
{Megan F.} As a good will gesture to continue our association 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).
{Megan F.} If you feel that the fax number does not serve your purpose during this 2 months credit period than all you need to do is just contact us back at the end of this credit period to let us know whether you wish to continue or not. We are available 24 hours a day and 7 days a week. Please feel free to contact us at any time.
{Alistair} Please cancel the account and/or refund my money. Thank you.
{Megan F.} Alistair, I am sorry as there is no refund applicable.
{Alistair} I figured not, you guys must enjoy taking people’s money. Wish I could do that at my job (retail electronics). I understand however- just please, cancel this account.
{Megan F.} Okay, I understand and respect your decision for cancellation. I will cancel your account with us immediately.
{Megan F.} Is there anything else, I can assist you with?
{Alistair} Not really- I am curious though, are you in the USA?
No response from here, go figure.
Comment by Alistair — 7/1/2008 @ 9:23 am
I was charged $163.48 for one year of service from EFax in July 2007. I had tried to cancel my service, but they stated they had a NO REFUND policy and urged me to keep the account active for the year before I cancelled so I would at least get use of the year I had just paid for. So I kept it active but specifically marked it my calendar to cancel my EFax # and service on June 30, 2008.
Before the year was even up, EFax charged my credit card for another year of service on for $169.50 in May 2008, even though I never authorized any type of auto-payment. I went ahead and tried to cancel the service on June 29,2008, before my year term from the previous charge in 2007 should have been up. Upon the cancellation of my account, I was notified AGAIN that there is a NO REFUND policy with this company. EFax refused to issue a credit. The EFax representative urged me to keep the account for the remainder of the year, as I would not be receiving a refund anyway; this is exactly how EFax got me to keep my account for the previous year after the charge in 2007!
This time around though, they charged my account without my authorization“ it was before the year-end for my current term so I was well within a reasonable timeframe to cancel my service, they did NOT notify me before any charge was made, and they did not even have the right billing address or current credit card number correct for my account (they had my previous credit card number, but the charge still went through as my old credit card number is tied to my new card number).
EFax refuses to budge on their no refund policy, so I am now working with my credit card company to handle this matter. My advice is to save yourself the headache and DON’T get fax to email service with this company, who obviously has no regard or appreciation for their customers AT ALL.
Comment by teresa — 7/2/2008 @ 9:12 am
You can only cancel via “live” chat by going to http://www.efax.com/cancel. It will take about 10 minutes. By the way I canceled because their fax only works with a dedicated fax line. It will not work with a fax that has an answering machine attached. Their fax query tone shuts off as soon as it detects an answering machine pick-up (unlike a “real” fax transmission) Of course they don’t tell you that in their ad.
Comment by Bob O — 7/7/2008 @ 5:52 pm
i have Never heard of a company with a NO REFUND POLICY! they took 1 year payment from by bank account also, and didn’t notify me. I WAS SUPER ANGRY!!! AND THEN THEY TELL ME, THEY CANNOT REFUND MY MONEY? I ASKED, WHAT ARE YOU GOING TO DO WITH MY MONEY? BECAUSE I HAVE CANCELLED MY SERVICE WITH YOU. WAS TOLD “SORRY” WE CANT REFUND YOUR MONEY!!! THEY ARE A BIG RIP OFF! RIGHT NOW MY BANK IS LOOKING INTO GETTTING BACK MY MONEY.
Comment by Marleace — 7/8/2008 @ 8:32 pm
Yea I’ve cancelled accounts with so many different companies, but never before has the process been so difficult. I swear I cancelled the account months ago but they were still billing me 16.95 a month.
I called the 323 area code number and there they told me about the http://www.j2.com/cancel link. I went there, and at first it didn’t want to load (I’m using Firefox on Linux). In the chat session their employee wouldn’t take no for an answer. He kept offering me 2 months for free, and when I turned that down he offered me a $10.00 gift usage balance offer which he reminded me about over and over again. Finally I told him to cancel it because I will never have use for their services again as long as I live. He happily cancelled the service, but not without asking me once again that I wish to pass up on his offers.
Comment by Adam — 7/16/2008 @ 1:50 pm