Please wait for a site operator to respond. You are currently number 1 of 1 in the queue. Thank you for your patience.
You are now chatting with ‘Alexandra’
Alexandra: Welcome to the Sales team. How may I help you?
Robert : I contacted your firm by telephone from Australia to cancel my account it was the day before the account could be cancelled. I could not believe I had to ring internationally to do so. I provided the account number and code. The account was not cancelled and I now find I have been charged again after I had cancelled what is going on???
Alexandra: May I have your number with us please?
Robert : So I have been charged twice after making the call
Robert : i am just getting it
Alexandra: I’m sorry for the delay. I’ll be right with you.
Robert : efax number 61-73-0366-827 pin
Robert : Original email jan 15 have just spent some 30 minutes on the phone to your operator. Most of this at my expense from Australia. Basically I established I had informed you as indicated on your website to cancel my account. The email would have been sent at 11:41 pm aprox GMT on the 13/1/10 - it exactly followed the directions to cancel ie…
Robert : I find it basically fraudulent to charge me after I have cancelled I also sent a number of emails after this to your email address with no response
Robert : I have not used the sevice after cancelling it I what my mopney refunded
Robert : Are you there?
Alexandra: I apologize for the inconvenience. We would be unable to process your request since you have reached the Sales Department. Please contact the Customer Service department as they are trained in this area and will be able to better assist you with your request. Again, I sincerely apologize for the inconvenience.
Robert : so how do i that? As you do not respond to emails
Alexandra: Please contact our Customer support team at 1.323.817.3205. The team is available 24X7. You can also email our support team at : help at mail.efax dot com. In Addition, you have access to our FAQs section at http://www.efax.com/efax/twa/page/help
Alexandra: Use the ‘Search’ option on the page to seek help with your enquiry by typing in your question.
Robert : so you are telling me I have to make another international call in order to can - you guys are really shonky
Alexandra: I will be right with you.
Alexandra: I apologize for the inconvenience. We would be unable to process your request since you have reached the Sales Department. Please contact the Customer Service department as they are trained in this area and will be able to better assist you with your request. Again, I sincerely apologize for the inconvenience.
Robert : I just rang the number and they said i had to do it online - I couldnt do it on line from Australia
Alexandra: yeah you need to ignore that and stay on the line to speak to a rep
Welcome to chat.

The session has been accepted.

Welcome to chat.

The session has been accepted.
{Kyle W.} Hello, Robert. Welcome to eFax online support. I am Kyle, your Online Live Support Representative. How are you doing today?
{Robert } OK I have found it impossible to cancel your service - after spending 30 minutes on an international call in Jan from Australia which I thought had resulted in cancellation - I have now been billed twice -
{Kyle W.} I suggest you to contact our Billing Department over the phone at 1-323-817-3205 (Available 24*7), as they will be able to assist you better with your issue.
{Kyle W.} Please do not select any option or extension when you call. Please wait for our Customer Service representative to attend your call. They would be able to assist you further
{Robert } I found today I was just billed two days again
I just want to cancel I have already rung your US number at my expense and you haven’t cncelled me - this is ridiculous
{Kyle W.} Do you wish to cancel your account effectively today?
{Kyle W.} Are you still online with us?
{Kyle W.} I am sorry we were unable to conclude our chat in the absence of any response from your side. If you need further assistance, please come back and visit us again.
{Robert } well as I cancelled it in January what I would like is a refund of my payment and yes to cancel it now
Welcome to chat.

The session has been accepted.
{Kyle W.} Hello, Robert. Welcome to eFax online support. I am Kyle, your Online Live Support Representative. How are you doing today?
{Robert } OK I have found it impossible to cancel your service - after spending 30 minutes on an international call in Jan from Australia which I thought had resulted in cancellation - I have now been billed twice -
{Kyle W.} I suggest you to contact our Billing Department over the phone at 1-323-817-3205 (Available 24*7), as they will be able to assist you better with your issue.
{Kyle W.} Please do not select any option or extension when you call. Please wait for our Customer Service representative to attend your call. They would be able to assist you further
{Robert } I found today I was just billed two days again
I just want to cancel I have already rung your US number at my expense and you haven’t cncelled me - this is ridiculous
{Kyle W.} Do you wish to cancel your account effectively today?
{Kyle W.} Are you still online with us?
{Kyle W.} I am sorry we were unable to conclude our chat in the absence of any response from your side. If you need further assistance, please come back and visit us again.
{Robert } well as I cancelled it in January what I would like is a refund of my payment and yes to cancel it now
{Kyle W.} As I stated above for refund issue you have to contact our billing department.
{Kyle W.} Please do not select any option or extension when you call. Please wait for our Customer Service representative to attend your call. They would be able to assist you further
{Robert } so can you handle cancelling
{Kyle W.} Yes.
{Robert } so lets get that done
{Kyle W.} We’re sorry you want to cancel your account. Could you please provide me your fax number, registered email address and billing zip code for verification?
{Robert } ok just need to reopen that
{Kyle W.} Sorry I dint get you.
{Robert } efax number 61-73-0366-827

{Robert } Provided email
{Kyle W.} Please provide me the Correct email address and zip code.
{Robert } 2481
{Kyle W.} Sorry doesn’t match with our records.
{Robert } maybe its a typo
{Kyle W.} Please provide me the correct email address and Zip code.
{Robert } are you saying the zip code does not match I have an address at 2483 and my mail box at 2481
{Kyle W.} Please provide me the eamil address.
{Robert } Provides same email as before
{Kyle W.} 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
{Kyle W.} Are you still online with us?
{Kyle W.} I am sorry, I did not receive your response.
{Robert } 7
{Kyle W.} Is there any particular reason you are dissatisfied with the quality of service .Is it some aspect of the service which you are not familiar with , or is there any problem with service except the one you have mentioned above.
{Robert } yep you operate like some internet scam… making people go through hoops to cancel
{Kyle W.} All right, I appreciate your decision and will cancel your number immediately.
{Kyle W.} 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.
{Kyle W.} Is there anything else I may assist you with today ?
{Kyle W.} Are you still online with us?
{Kyle W.} I am sorry we were unable to conclude our chat in the absence of any response from your side. If you need further assistance, please come back and visit us again.
{Kyle W.} Thank you contacting eFax online support. I hope you found our session helpful. Good- bye and have a nice day.

I went here:
http://www.efax.com/en/intl/efax/page/chat

Welcome to chat.
The session has been accepted.
{Victor R.} Hello, Scott. Welcome to eFax online support. I am Victor, your online Live Support Representative. How may I assist you?
{Scott B} I would like to cancel my account please (1XXXXXXXXXX). Can you facilitate that?
{Victor R.} I am sorry to hear that you wish to cancel your account. Can you please provide the Fax number, registered e-mail address and Billing Zip Code for verification?
{Scott B} eFax Account: 1XXXXXXXXXX
email: myemail at gmail dot com
Zip/Postal Code: XXX XXX (I’m in Canada)
{Victor R.} Can you please provide me with the last 4 digits of your credit card with which you had registered for our service?
{Scott B} XXXX
{Victor R.} Thank you for providing your information. 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
{Scott B} 4
{Victor R.} Scott, as per our records you have been signed up under 30 days free trial account. You will not be charged any monthly fee for using our services for the whole month. After completion of your trial period you can decide if you wish to continue with our services or discontinue with it.
{Victor R.} As a good will gesture to continue our association we will offer you an additional gift balance of CAD$5 which will enable to send some additional fax pages free of cost.
{Victor R.} We would very much like you to give our service a try at least during the trial period and let us know how did you find our service. There is absolutely no need for you to continue if you do not wish to, at the end of the free trial period. With valuable feedback from our customers we would be able to better our services if need be, wherever required.
{Scott B} Victor, I appreciate it but I will not have another opportunity to cancel the account and I do not want to be billed for it Please just cancel the account now.
{Victor R.} Okay, I understand and respect your decision for cancellation. I will cancel your account with us immediately.
{Victor R.} Shortly after this chat session an e-mail confirmation will be send to your registered e-mail address.
{Victor R.} Is there anything else you would like to have assistance with?
{Scott B} No thank you Victor, you have been very helpful. I appreciate your time.
{Victor R.} You are most welcome.
{Victor R.} We are sorry that you have decided to leave eFax, we are continuously improving our products and services. If your faxing needs do change in the future, we would be more than happy to have you back.
{Victor R.} Thank you for contacting j2 Global online support. Goodbye and take care.
The user has ended the session.

Pretty easy. They pitched some goodies to keep me on but I declined and they cancelled my account.

The session has been accepted.
{- Stanley K.}
Hello, Martin. Welcome to j2 Global online support. I am Stanley, your online Live Support Representative. How may I assist you?
{Martin}
Hi stanley, I’d like to cancel my account
{- Stanley K.}
We’re sorry you want to cancel your account. Could you please provide me your fax number, registered email address and billing zip code for verification?
{Martin}
deleted
{- Stanley K.}
I apologize for the inconvenience. In order to cancel your account, please contact our Australia Customer Service Department at 1-800-132-818 between the hours of 9:00 AM to 06:00 PM (GMT) Monday through Friday as they will be able to better assist you with your request, as I am based in US and do not have access to your billing information.
{Martin}
why dont you have accesss to my billing info? efax website says contact you to cancel. i want to cancel now thanks
{- Stanley K.}
I apologize for the inconvenience. The UK Customer Service Team needs to be contacted as they have the training, expertise and system access to address your request. Again, I do sincerely apologize of the inconvenience and urge you to contact our UK support team.
{- Stanley K.}
Sorry for the typo. “Australia Support Team.”
{Martin}
The uk/australian support team is not answering the phone. why don’t you have system access?
{- Stanley K.}
Okay. 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
{Martin}
5
{- Stanley K.}
Martin, we can understand that currently your are facing financial problems to continue with our service. In this situation we will waive the monthly fee for the next two months. You can use the fax service without any monthly fee for the next two billing cycles.
{- Stanley K.}
Your eFax account will be credited with AUD 36.00. We are suggesting this so that you can give it a second thought, as you will not be paying any monthly fee for the next 2 billing cycles, usage charges applicable for sending faxes.
{- Stanley K.}
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 that be fine ?
{Martin}
no thanks. i’d like to cancel thanks.
{- Stanley K.}
Martin, you are our valued customer and we appreciate your association with us and I completely understand about your least usage and decision of cancelation, but, since you have already paid for the month, it will be a waste and 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 two months. This will ensure the optimum utilization of our service for fees paid.
{- Stanley K.}
As a good will gesture to continue our association we will offer you an additional gift credit of (AUD 10.00 along with the monthly credit) that will enable you to send up to 100 additional fax pages free of cost (per page per minute within US & Canada).
{- Stanley K.}
Since you have already paid for the month, it will be a waste and we do not want you to lose out on the money. If you do not wish to continue beyond this waiver period, then there is certainly 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 cancellation decision. We are at your service 6AM-6PM Pacific Time, Monday through Friday. I suggest you to give it a try
{Martin}
no thanks. i’d like to cancel t o d a y!
{- Stanley K.}
All right, I respect your decision and will cancel your number immediately.
{- Stanley K.}
We are sorry that you have decided to leave eFax. We are continuously improving our products and services. Please do consider us if your faxing needs should change in the future. We would be more than happy to have you back.
{- Stanley K.}
Is there anything else I may assist you with today ?
{Martin}
no thanks. just wanted to cancel. have a good one!
{- Stanley K.}
You are welcome.
{- Stanley K.}
It was indeed a pleasure assisting you.
{- Stanley K.}
Thank you for contacting j2 Global online support. Good bye and have a nice day.
The user has ended the session.

Welcome to chat.
The session has been accepted.

{Brandon R.} Hello, Glenn.

Welcome to j2 Global online support. I am Brandon, your online Live Support Representative. How are you doing today?
{Glenn} Well thankyou, I want to cancel my account
{Brandon R.} We’re sorry you want to cancel your account. Could you please provide me your fax number, registered email address and billing zip code for verification?
{Glenn} emitted for privacy
{Brandon R.} Thank you for your patience. I have just located and verified your account.
{Brandon R.} Please give me a moment while I quickly check your account in our 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 service or Billing
7) Dissatisfied with Quality of service
8) Too Costly
{Glenn} 3
{Brandon R.} Glenn, we’re sorry you want to close your account with us. Would you consider keeping your account, if I completely waive the subscription fee for the next month? You can also keep the same number at a discounted rate at $12.95 after the free month. Now, this will be a 24% discount over current monthly fees. On this eFax Plus plan, you can receive 130 fax pages free every month with a local fax number. Would you like to take advantage of this offer right now?
{Glenn} sorry, but I have been made redundant and I have no further use for a fax service, I appreciate the offer but I would just rather cancel thankyou
{Brandon R.} OK, but before I process your request, note this offer won’t be available once your account is closed. Would you like to keep your account open for now to take advantage of your free month credit? This will give you 30 days to enjoy eFax Plus with no monthly fee. Then if you decide to close your account, just contact us before the next billing period. Otherwise, your eFax Plus account will remain open for your convenience at the discounted rate of just $12.95.
{Glenn} no thankyou, I would rather cancel immediately
{Brandon R.} Okay, I understand and respect your decision for cancellation. I will cancel your account with us immediately.
{Brandon R.} We are sorry that you have decided to leave eFax. We are continuously improving our products and services. If your faxing needs do change in the future, we would be more than happy to have you back.
{Brandon R.} Is there anything else I can assist you with today?
{Brandon R.} Sorry for the above typo.
{Glenn} can I have a confirmation number please?
{Brandon R.} Please ignore the above statement.
{Glenn} which one?
{Glenn} can I please have a confirmation number
{Brandon R.} Glenn, I apologize for the inconvenience. In order to cancel your account, please contact our Customer Service Department at 353 1 656 4910 as they will be able to better assist you with your request, as I am based in US and do not have access to your billing information.
{Glenn} hello, are you still there?
{Glenn} I have called that number and it is in Spain and conveniently nobody there speaks English. You just told me you were going to cancel it.
{Glenn} why is it that your responses earlier in the conversation were in mere seconds and now they are taking up to 5 minutes?
{Brandon R.} I apologize for the inconvenience. The Team needs to be contacted as they have the training, expertise and system access to address your request. Again, I do sincerely apologize of the inconvenience and urge you to contact our support team.
{Glenn} they dont speak english and I dont speak spanish
{Glenn} I refuse to make another expensive international call that gets me nowhere. i will contact the telecommunications ombudsman and lodge a complaint about this service.