eFax
Reviews and Complaints

When considering eFax, it's evident that customer opinions vary widely. While some users appreciate the ease of use and efficient service, others express frustration with issues like billing problems and unresponsive customer support. It's essential for potential customers to weigh these contrasting experiences before making a decision.

M company has been a customer of eFax for 18+ years. Unfortuneately due to the way our business operates, we had to terminate this long standing partnership. Spoke to a lovely Customer Service guy - Stefan, who totally understood our reasons and was very helpful. EFax is a good service to use in the age of going paperless. I would definately use them again, if our business model changes.

Have used fax for a while but decided I didn't need it anymore. So I emailed to cancel it. Not expecting too much as is my previous experience, John B responded immediately and promptly cancelled my subscription. It was a great surprise to get the care and attention from a customer service representative when cancelling, so thank you John B for making it a pleasant and respectful experience.

I recently signed up for this service as I needed to send a fax but had some difficulties sending the fas, I think I missed a step, so I gave them a call. The advisor was so nice and helpful! Walked me through the steps and even stayed on the line with me until I received my confirmation that the fax was sent successfully. What a genius service, would definitely recommend to anyone looking to send faxes!

Thanks!

The product is very good and did exactly what I needed it to do. Minimal effort to use and easy to understand. I needed to contact them and spoke with Stefan who handled my query efficiently and quickly - again minimal effort. He was polite and understood precisely what was needed to resolve the query.
Unfortunately my immediate need for this product is very low, but if this changed I will come back to this Company without hesitation.

I needed to get an urgent fax to the USA sent from the UK. This was accomplished with relative ease by the support team which was thoughtful and professional. Unfortunately for efax, I do not require fax facility more than a few times a year at most. Therefore I cancelled my account during the trial period and payment to efax was not required. However, to show my appreciation for the excellent help I received, I made a modest donation to efax for their very professional service.

Professional & Courteous customer svc. Over my dozen or so years in owner-managed business, I only needed a fax occasionally to meet my client's needs. I used eFax and never had any issues... used them for all of business-related fax needs. I recently retired and cancelled the service and it was painless and hassle free cancellation process. I recommend these folks for those companies that need fax service but don't want the trouble of maintain a fax line on a dedicated fax or printer.

I needed to send a fax... one fax... so I signed up for the free trial period. When I went to cancel, I found I couldn't do it on line so I called customer services which, naturally was not open over the weekend. I took a punt and sent an email which was promptly responded to by Simona B who confirmed my cancellation. She was very pleasant in her approach and handled things quickly. I still wouldn't sign up again because I can't stand that I cannot simply cancel by the way I signed up. A bit backward, antiquated or simply sneeky.

As for the actual technology, the website doesn't look very sleek, the mechanisim looks a bit out-datd in terms of their templates. I don't know if the fax I needed to send actually went because no one ever acknowledged receipt on the receiving end...

So there you go...

I have been a customer with E-Fax since 2009. I recently had my wallet stolen with my credit cards. As a result I had to cancel my cards which included the credit card I had on file with E-Fax for my monthly auto billing. Before I could contact E-Fax with the new credit card information I was billed a $5.00 late fee since they were unable to charge the card they had on file. I immediately called to let them know what happened, provide them with the new credit card information and get a waiver of the late fee due to the underlying circumstances. I tried on 2 occasions to contact them. Both times resulted in my being placed on hold to reach an agent for over 2 hours. As a business owner, I do not have that kind of time to waste trying to get thru to a vendor. As such, I chose to contact the credit card company to dispute the erroneous billing of the $5.00. Thereafter I received an email advising me they had canceled my account however in the email it stated, "If you believe this was done in error reply to this email". I replied to the email over a week ago and have yet to receive any response. I am a small business owner who has been left without access to sending or receiving important business communication because of E-Fax's lack of customer service support. Canceling a loyal customer's account who has made over 144 on time payments without so much as a courtesy phone call or notice shows an utter lack of professionalism. I prefer to do business only with establishments that value their customer relationship. E-Fax clearly is not such an entity. Shame on you efax treat your customers with some respect! By the way the service sucks faxes don't go though (in or out) only after multiple attempts some never go through at all.

In July of 2022 I signed up for this service and then I cancelled the service within a few days. Today - 14 months later, I realized that they have been charging me $18.99 a month despite the fact that I cancelled. I logged into the account which I had not logged into or used since July 2022 and saw that indeed the account was active and being billed. I tried to cancel but the page just went blank. A moment later I got an email that read:

Subject: In Order to Cancel Your eFax Account

We value your business and are sorry you wish to cancel your eFax account. If there is anything we can do to retain your service, like a lower plan or troubleshooting if the service did not work to your expectations, please contact us using the information below.

You are able to Cancel your service conveniently online inside your "Online Account" at https://www.efax.com/myaccount/login

Once logged in, on the "Account Details" go to the "Billing" tab, to "Next Payment" and click "Cancel My Account", and follow the instructions. You will "NOT" be able to use this feature if you are on an annual plan, owe a current balance, or have multiple fax numbers.

Instead of cancelling my account - I got this email and I had to go back and follow the SAME steps I just had followed to cancel. This is such a scam. This must have happened the first time that i tried to cancel back in July of 2022 and I didn't notice that I actually had to cancel TWICE to make it stick.

I called customer service and the woman told me the systems were down and she couldn't see my account. But then she claimed that she sees my cancellation request and the email I got (above). She also agreed that it can appear "shady" that you can only cancel after getting the email and cancelling AGAIN a second time. Then she stated she did not see any evidence of that email or my attempt to cancel in 2022. Which is it - systems are down and you can't see my account or clearly you can if you can see my cancellation attempt. She told me the best she could do is MAYBE refund me the last charge and that is it. This is such fraud.

I would like a refund of the charges since 2022. I cancelled the service and yet the withdrawals were being made monthly despite the cancellation.

I have requested online to cancel this service every month when I have received my bill since December 2022.

I called the customer service number again AGAIn today - could never get through to efax...

Now they say they will not re-imburse for unused months despite they directly did not cancel my account despite me requesting the cancellation online with in the account profile multiple times.

[censored]ty company and [censored]ty business.

I tried to chancel my trial the same day as I got it because my faxes was not even being sent. I have sent them multiple emails and can never speak to anyone on customer service number that can help me. They keep charging me between 26 to 30 dollars every month! I really need help, I'm a single mom with limited income and this place keeps robbing me.

I did a free trial and I tried to use it and didn't work well for me, I forgot to cancel it and on the day of the charge, I contacted the before it was confirmed on my credit card. I told them the issue and that I was not able to use it. I contacted customer service on the day of the possible charge on my card, I asked them to cancel it, and they just asked me to wait and that it will be solved and they will contact me. I never received any contact and they charged my card for a service that didn't work for me.

Bad service and customer service. they could assess the situation and solve something simple faster, but of course, they ask for more time to solve a problem because then there would be no more time to cancel and refund the service. very smart.

Signed up for the “free” trial of E-fax Plus. It was my understanding that I had 150 inbound and outbound faxes on this plan. I sent 4 faxes with a total 38 pages and was charged two separate fees of $10; this is on top of my $5 that I already paid for.

Customer service was argumentative, dismissive, and unwilling to help me.

They said that the charges were because of it taking so long for the faxes going through.

I sent the fax to the same number as the first transmission didn’t seem to work, so I resent it again.

The first one finally showed up, however it was really distorted (no idea how as I uploaded high resolution images of receipts from my phone) so again, I resent another set of 10 pages to the same fax number and again there was no email confirmation. I resent it again. There was no email confirmation for over 7 hours.

I never authorized their additional $20 charges on my account.

Fell for their free monthly trial and promptly cancelled. They continued to bill and charge for 2 years! Told them to cancel it out and issue refund. They still have not. Used for 2 faxes in initial trial and found the service was garbage. Faxes don't go through and when they do the pages are illegible and needs to be redone. Very stressful when doing a mortgage. Sending complaint to FTC and CFPB along with State AG. They need to be reasonable or face the consequences of a free market and regulator scrutiny.

I cancelled the same day I used it. Today, several months later I realized eFax had not cancelled my subscription. The further said you cannot cancel online. Of course I saw no such message in July, when I signed up. I have requested a refund for 4 month. All indicators so far are that they will not refund. So be careful about doing business with eFax as from the complaint list, this seems to be a planned event. If I get a refund, I will post that.

Rip-off - no cancel allowed online without going through an agent, no billing notice, no cancel processing, and no refunds for future periods. Just cancelled with eFax. Service works ok when needed; I haven't used in almost 2 years. Last December the renewal increased to $50/year minimum, so in January when I got credit card bill I cancelled online. I was looking at my CC account online yesterday, I saw that another $50 charge came through for 12/10/21-12/9/22. I went to efax site, logged in, saw it was active, hit "cancel" button and the web response was "this account may not be cancelled online, you must either call or start live chat."
I initiated a chat. After back and forth on what I wanted (cancel and refund of recent charge), the agent asked me to provide proof that I had cancelled last year. Without this, they would not credit the $50 or even $48 for remaining 50 weeks. I searched my email, nothing form eFax in over a year. No cancel notice form last year, no billing notices in any of recent years. I mentioned I would put dispute on CC charge on my account, and post unfavorable reviews online and with Consumer Agencies - it didn't matter. Over the last 3 years, the account that I signed up for a free trial (at the time $15/year) has cost me $115 and I have sent two faxes of a couple pages each, last in 2020. Even now, I have no confirmation email, but I made sure to save the chat record. Consumers shouldn't have to worry about things like this, but I fully expect a charge next year from this unethical outfit. It's a shame, as the product itself, while overpriced for me, works fine. I wonder how they stay in business if they need to bilk the consumer this way.

I tried cancelling this online more than a year ago and it was impossible. Then without notifying you you get the charge again. Evidentially this is still legal although Consumers just lost a class action suit about such and is distributing the award. Because it is early in my credit card billing cycle, i didn't see it until much later. Again, I went online to no avail. I chatted to no avail. I waited on the phone many times and the last time after a looong, hold, I was told I could not cancel. Then he agreed I could cancel but I couldn't get a refund since it was a month into the eighth or ninth year.

Scrolling down on this webpage you will see someone with the same problem https://www.consumeraffairs.com/cell_phones/efax.html?page=4
In fact, there are numerous sites citing this problem.

Back in 2018, we signed up for a free trial of their services, but then cancelled on the same day. We have been charged every month ever since, although we emailed them several times to cancel without any communication at all. Our bank has cancelled the standing order several times, but the charges keep coming back for different amounts. We have sent several emails and called them only to be told we need to send an email, to which no one answers.

Sent an email to their billing department to cancel. No reply. Due to COVID and my job working OT in an essential health service, I didn't take mind of the sneaky payments they made during peak winter season.
When I disputed my transaction, the bank claimed that I emailed an autoreply and declined my dispute. When I tried to send an email to cancel, they gave a canned reply, and when I replied, the email was undeliverable.
Impossible to cancel unless you destroy your credit card and get a new one.

Tried a "free trial" but in their fine print that you don't see, if you go over 150 pages, they will charge you $10 even if you go only one page over. And also if a fax page takes more that 60 seconds) they charge you more. Who knows how long a page will take? And further, they never alert you or give you a running total of how many pages you have left. If I had known that the total was almost reached, I would've stopped. They take advantage of people by being ambiguous. Their North American customer service reps are jerks too. Not helpful at all.

Keeps taking 16 [censored]ing dollars every month this is totally screwing me over please sue this garbage service I never signed up for [censored] just leave my bank account alone please shut this service down they are scamming millions of people they need to be stopped I keep telling them to cancel my subscription but they keep refusing and asking for my credit card detail please sue them!

Wanting to cancel my subscription and as I'm on the phone for an hour and 30 minutes I google complaints and people are saying you are going to charge the card even after canceling. I'm so upset. I will charge my phone and stay in the phone for 5 hours if I have to. You guys know exactly what you are doing. For the love of money. I am getting annoyed every time the recording says they apologize but I am still on hold.

June 2019 i decided to give "efax" a try and tried it once decided it was not for me and July 2019 chatted to cancel. During the chat i was offered two more months for free. i said i guess and figured maybe i would try again maybe i would not. i canceled and having the option of using it again was fine because thats what they offered me, not to continue a subscription i just canceled. I never used it or thought about it really until October 14th 2019 i was going over my bank statement and saw they had billed me for October then looked further they also billed me for September i called to ask why and would they please refund me the money i had asked to have the account canceled and as they could see there was no activity. i explained that i canceled the account and that by accepting their offer of two free months i took back my cancellation request. They sent me the chat record and no where did i say okay cancel my request please. i feel like they trick people into staying with them to take money out of there accounts. I am asking for a refund of $16.95 for September and $16.95 for October. Case # [protected]

My business (customer number 217797) signed up for a free trial to test the efax business system. We were never able to test it because efax IT personnel were delayed in speaking with our IT personnel in setting up the necessary interface (can provide email documentation of such). The trial period was also delayed as Ms. Woo was not available for a couple of weeks to do the introductory phone call with me. I requested multiple times to both Brittany Woo and Christina Chico to cancel the services (prior to the trial expiration) but these requests were ignored. When they finally did reply back to me (after we were charged for 2 months services that were never used), they said that I did not cancel appropriately. All of this started back in March and I still have not yet reached a resolution. There is a charge in the amount of $1056.57 (dated May 21, 2019) that Ms. Chico instructed "Efax Corporate Billing Inquiries" in an email to credit back on June 4, 2019. I have called Ms. Chico and emailed her numerous times but never get a response (including asking her to call me on my personal cell phone). I would be more than happy to speak with anyone at [protected] regarding my horrible experience. Obviously, all I am asking for is a refund of the $1056.57 that we were erroneously charged for services that we did not use and requested to be cancelled prior to the period that the invoice covers.

This company started charging our credit card on 21st July, 2019, and has so far charged us 26.95 USD + 1.00 USD + 16.95 USD for no cause and without any prior or subsisting relationship whatsoever! This is one of the most brazen scams we have seen for a while. Attempts to get resolution by approaching them directly are just ignored. They start answering the chats and as soon as they realise you are not a fresh, potential, victim they just go mum. Can't the FTC and law enforcement authorities get involved.