eFax
Reviews and Complaints

It is 2016 and this is still happening. They are engaging in nothing less than wholesale deceptive practices.
They do not adhere to their offer in a number of ways:
1) They do not honor the 30 day free trial that they offer
2) They charge more than they state they will on a per minute basis
3) They do not include the free minutes they promise to include, despite providing your number to them in advance of them making the offer
4) They do not wait 30 days to bill your card

I signed up for a 30 day free trial, it clearly stated I would not be charged during this time. After 14 days I was charged more than 23 pounds.
All can be clearly seen in the attached screengrabs. This is a rip-off!

HORRIBLE COMPANY! Been a longstanding eFax customer for 3+ years and sold my existing business and started another company. Thought that since I didn't have any problems before, it was a no brainer to get another fax line and do it again. So on 1/29/2014 I signed up for another fax line. Well since I was in the process of finishing the establishment of my company, I didn't start using the fax.

Today (3/13/2014), I tried to get into eFax to get it set up and it wouldn't let me in. I immediately got onto the online chat and after they got into my account, I was told that my fax number was assigned to someone else because it was closed due to fraud. They said that the reason why they closed it was the phone number tagged to the account was not good. The phone number was a valid number- never got a phone call from eFax for any reason or an email notification about what is going on. My business is a medical supply company- where HIPAA pertains to all faxes. Now because of this-- it has created me and my company to go into panic mode, contacting patients, medical providers and setting up notices that there has been a breech. Not due to anyone in my company-- but due to eFax's incompetence!

Thanks eFax- you have made me invest in a actual fax machine, ink, and paper. Enjoy my money that you probably won't refund me. Hope that McDonald's lunch was delicious!

Same for me, over £100 taken from my account in the past 18 months, but cannot get this cancelled. More than just tee'd off!

The same thing happened to me and I've been trying to resolve this for the past 4 months. They charged me $33 for my free-trial. They admitted it was a mistake and told me they would refund my credit card number and cancel my account. They even gave me a transaction number but my credit card company confirmed this refund never came through. The manager at J2 Efax said he would look into this and personally call me back – he never did. I tried to dispute the charge with my credit card company and J2 Efax has been lying to my credit card company saying I signed up for a full account and never cancelled it. I'll try emailing this person but I'm running out of luck here... this is the first time I've encountered an internet scam in all my years... never again will I give my credit card number for a free trial!

This is still going on in 2011!

I got charged 3 small amount each month and did not even have a free trial!
I have emailed "Sean" and will wait and see what happens.

Sounds like they have been doing the same scam for more than 4 years.

I found this on another page where 'Tony'' in this case was in the same position as you. I pasted the response here from the Office of the President in case it helps you or someone.
********************************************************************************

Sean Hitchings said...
Dear Tony,

I represent the Office of the President for j2 Global Communications & eFax. I have just finished reading of your experience with getting to the bottom of these unknown charges to your credit card. As a representative of eFax, I wanted to offer you my assistance, if you feel that the efforts of our Customer Support agent did not satisfactorily resolve this issue for you.
eFax utilizes several very successful methods for curtailing and stopping fraud before it occurs and charges take place. However, like any business that utilizes a credit card billing system, there are rare instances where an unscrupulous individual with the right amount of information can get passed our fraud prevention measures and get an account set up. If this indeed is a case of a fraudulent sign up (which, based on your blog, it definitely appears to be) then our policies here at eFax are very clear; an immediate closure of the account and a full refund is our standard procedure.
I am confident that the agent you spoke with has explained and diligently followed this procedure in order to correct the issue and see your funds returned. If you find that you have any questions or have a desire to follow up on this mater for your own peace of mind, you are welcome to contact me at your convenience.

Kind Regards,

Sean Hitchings______
Office of the President
j2 Global Communications, Inc.
+[protected] | Direct
+[protected] | eFax
+[protected] | eFax Toll-Free
otp@mail.j2.com | e-Mail

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 accounts. We saw your complaint on this website indicating that you were charged after you cancelled your eFax account. If you would like to discuss this potential matter further, please contact me at [protected].

Thank you,

Alex Safyan

I agree.

Block all future charges by telling you credit card company that you lost your card and then never give the new number to EFAX.

DON'T DO BUSINESS WITH EFAX!

I agree with everything you said.

DON'T DO BUSINESS WITH EFAX!

Hi, my name is Michelle and I am an apprentice at Balestriere Lanza, a trials and investigations law firm in New York. Our firm has been investigating eFax's potential misconduct for several months and would be interested in hearing more from you about your experience. Please feel free to contact me at your convenience at michelle.luo@balestriere.net, or call Analyst Sarah Goodman at [protected] x 132.

Just had to mention that I found it pretty humorous to be reading all these complaints on efax and seeing an ad from efax on same page.

This is how eFax forces you into a pay account: there is a 20 page limit on incoming faxes, which seems reasonable, until you go over your quota because of the crap they're sending you. I surmise that the "third party" faxes are really just coming from eFax in order to force you over quota. If you've made the mistake of giving anyone your eFax Free number, you're screwed.

Hi, my name is Sarah and I am an analyst at Balestriere Lanza, a trials and investigations law firm in New York. Our firm has been investigating eFax's potential misconduct for several months and would be interested in hearing more from you about your experience. Please feel free to contact me at your convenience at sarah.goodman@balestriere.net or at [protected] x 132.

My complaints about efax are too many to mention here. They are taking my money illegally and forcefully. All I m suggesting that no one use their service... because you may end up having your credit card to charge any time they choose too and you will never get a refund...
watch out if when you call you get hold of "Marvin or Claudia"

I have NEVER done business with a service provider that charges subscription fees that are COMPLETELY NON-REFUNDABLE. Once you pay them, you can't get it back, as is clear by the other posts above.

The only way you can cancel is by using a clunky live chat feature on their website, and even then it's difficult to navigate through the salvo of canned responses. It's clear that the approach that they've taken to pre-charging customers for money that's non-refundable, and making customer interactions both impersonal and focused on maintaining profits at the expense of customer satisfaction is becoming increasingly evident in everything they do.

I'm not sure how long they've had the approach that they will not only pre-charge but not refund "unused" service, but it slipped right by me and it's likely it slipped by all of their customers. People need to know what they're getting into with eFax.

Hi,

My name is Irene and I am a consultant. I got into trouble with eFax in a similar way:

30 days Trial. Before the end of trial, inserting the credit card details. Next connection to the service, the card (a mastercard) was indicated to have been refused. I re-entered the details, still didn't work - I mean no way to have the card accepted no ways to send a fax. I phoned, then no change. Then I forgot the story and thought that as the card appeared refused there was no problem for me and took another fax solution.

Months later, I saw that they had regularly debited the card. However, no change card still mentioned refused and no way to fax.

Sent an email asking for reimbursement, automated email received asking to call them. Called asking a reimbursement and stop the faulty account. Everything was supposed to be done.

My conclusion is that every single decision is made by efax to illegally debit credit or debit cards and avoid reimbursing illegally cashed money, from email responder to nice call center people with no responsability at all.

I will fill a card dispute with my bank and would like to complain against the efax company.

Hi, my name is Michelle and I am an apprentice at Balestriere Lanza, a trials and investigations law firm in New York. Our firm has been investigating eFax's potential misconduct for several months and would be interested in hearing more from you about your experience. Please feel free to contact me at your convenience at michelle.luo@balestriere.net, or call Analyst Sarah Goodman at [protected] x 132.

Same thing happened to me. There was no mention of an immediate service fee. J2, EFax says the fee is non-refundable. What a scam!

I also was ripped off by e-fax with the "free trial" scam.
I used their service briefly and realized that they didn't fulfill my needs. So, I e-mailed a request to cancel my account. I received a confirmation that they had received my request, and said that
"Please note that cancellation requests may be processed 24/7 by calling [protected]. "
MAY be processed, does not mean MUST be processed. The implication is that it MAY be processed via e-mail as well.
When I discovered a year later that they had been charging me the whole time (we had a family tragedy so I didn't have time to check my accounts) I called the long distance number and was informed that they do not process requests for cancellation via e-mail. This ambiguity in the wording is a deliberate scam.

They're a bunch of scammers, fraudently charging my credit card after I signed up for the so-called "free trial". I called "customer service" and the rep gave me the runaround for about half an hour, claiming that the "system was down" and that I should call back later. I contacted my credit card company to reverse the charge and I've put an alert for any future charges from these scam artists. I've also reported them to the authorities to shut the website down. For a better indication of how slimy these scammers are, please refer to the Better Business Bureau, which has 411 complaints filed to them: http://www.la.bbb.org/business-reviews/Telephone-Communications-Service/j2-Global-Communications-Inc-in-Hollywood-CA-13111332

Everything you hear and read about efax is true. Total scamers. Impossible to cancel without spending a great deal of time and effort. They do everything in the book to deceive you. Officers of companies like this should be imprisoned.

Same things has happened to me as original poster. Was with efax for 5days before cancelling. 3 days after cancelling charges from J2 *Efax Plus Service start showing up on credit card statement, small amounts at a time – $5.00 etc. Jumped through all the hoops on the phone to them and finally they said that they would send a request to the billing department for a refund and that that would take 60-90 days. I then said if they don’t issue an immediate refund I would contact Visa and inform them that the charges are fraudulent. As soon as I said this the rep said they would process it immediately.
I had a full refund within 3 days.

Callwave stopped billing by mail. I explained I pay only by mail by check and after receipt of a bill. Then after a year or so I received an email saying callwave now accept credit authorization by phone or by email. I called and said please bill by mail I explained I pay only by mail by check and after receipt of a bill. Then I received an email congratulating me. Then after not receiving bills (again), I called callwave and informed that the account was transferred to efax. When I finally got an agent, I explained; "I pay only by mail by check and after receipt of a bill" and they told me where to send my payment. After a couple of payments, never receiving a bill, I neglected to pay. When I called to restore service and where to send payment I was informed my number was sold to another customer. Then the agent said that this was an opportunity to join over one million satified customers and that I could get a new number for only $12.95 a month.

Sarah
We have been trying to port our number from E-Fax for a while and they wont allow it. We were originally a Callwave customer that allowed us to do whatever to make the customer happy, that meant I could port my number to another carrier and in today’s day and age, I can port my number to anywhere in the country, I mean we can port cell phone numbers than why not e-Fax. So when I tried to port it, they said they do not comply with porting rules. I informed them I never wanted to be their customer but became by default when Callwave got bought out by them. They also, didn’t inform of us of any new rules on porting but sent us a mass email stating that effective XXXX date (60 days) they will charge us $12.95 + tax for 200 pages when I had become a member of the unlimited with callwave for $9.95 per month. This company (E-Fax) is a total fraud. No one ever picks up their phones, it is always a machine and you cannot accomplish anything. I hope you can sue them for everything they got.

Hi, my name is Sarah and I am an analyst at Balestriere Lanza, a trials and investigations law firm in New York. Our firm has been investigating eFax's potential misconduct for several months and would be interested in hearing more from you about your experience. Please feel free to contact me at your convenience at sarah.goodman@balestriere.net or at [protected] x 132.

Same to me

Tried for free, but now they are charging monthly GBP 13.37

They did the same to me, only they charged me $217, not just the monthly fee. I cancelled it within 30 days, I never used the account (not even once) but they refuse to refund the money because I can't find the cancellation email now. And there doesn't seem to be anything I can do about it :'( Total crooks, don't go near them!

Check out www.smartvoice.net. They can get your number for you and give you great service. Without the hassle.

We have had the same problem and been given an estimated date of 19th March for when our service will be restored. My main worry is that as this issue has been going on for some time - since end of January - they will not be able to port the number to eRerceptionist as they claim and are just saying this to save face. Only time will tell, yes, but how much longer can we go without our main telephone number after already losing considerable amount of business due to this problem? And will we actually be able to get it back at all?!? I have doubts...

I had the same problem with this service and gave them an immediate call to sort it out. In fairness to them, they admitted that they had made a mistake with this email and they have not cut off the service. They are setting me up on a different service next week, which is more advanced and I'll be able to keep the number. So yes, they did mess up with the email but these things happen from time to time inj large companies.
If they keep their promise and set me up on the new service, all will be forgiven. Time will tell..

AVOID eFax at all costs! All attempts by other people (and myself to test) to send faxes to the number provided failed. When I got confirmation eMail that fax had been successfully sent they were never received. (No nothing wrong with my PDF's etc). Trying to cancel account by phone is guaranteed to make you wish you still had a teletype machine. It will cost you a fortune in phone calls and broken blood vessels. Try UTBox instead, it was lousy in 2005 but tried it again this year 2009 and had no problems.

I normally have to send my faxes TWICE (same pdf files both times) before they can reach my destination. and this is after receiving a SUCCESSFULLY SENT email! I will call them soon, but in my past experience, i've been put on hold way too long. so it may not be worth the $2 they will refund me

I have been locked out of my account for a month now, unable to read my faxes because my account data has apparently become corrupted on eFax's servers. Because I have a free account, their phone and chat agents absolutely refuse to help me, claiming that they cannot access free accounts. Yet a phone support agent at least took a moment to try, and confirmed that he got the same error when trying to logon to my account from his own computer. Of course, I already knew he would; as I had tried on two Macs, a PC, an Android, and four different browsers before calling.

I have contacted e-mail support over five times now - advising them that I use LastPass and have not forgotten my password - and find their e-mail support agents as useful as an udder on a bull. With each new ticket I open, the response is exactly the same: they send me another welcome e-mail with my fax number and password. Unless I want to pay $14 a month to receive 4-5 faxes (about $3 for every incoming fax I receive), I may have no choice but to create a new account with a new number, because eFax cannot maintain the integrity of their customers' data, or provide support that is worth a lick. Ridiculous!

I have spent 6 months and been charged $125+ while trying to cancel my account with these bandits. Beginning in11/10, I have tried cancelling via live chat, phone, and email with no results. I talked with a surly CSR who spoke very bad English today and did get a cancellation confirmation mailed to me. We shall see. However, I was told no refund was possible because they had no record of my previous communications. Very convenient -- for them! If this does not work, I will have to change financial account numbers to keep them out of my pockets, a time-consuming and extremely annoying prospect.

They also allow, or perhaps encourage, tons of junk email to be sent. They say they can do nothing about It. Really?

My suggestion is to spend a few $$$ to buy the equipment so VoIP line and computer can service faxes. Took about 15 minutess to install. Also pretty much eliminates junk faxes.

I found out after the fact that they have large numbers of consumer complaints filed with the BBB. Their attitude is that they just don not care. Whatever you do, stay away from eFax!

despite me asking for 3 months for them to cancel my account, they have failed to do. I have now had to resort to my bank and report this as a fraudulant and unauthorized transaction. This will mean an inconvenience of having to change cards.
DO NOT DO BUSINESS WITH THEM

Multi-year customer who rarely used eFax service but paid $169/year on the chance I might receive faxes. Annual service renewed in mid-March automatically. Recently, in attemptng to use their software on my Snow Leopard OS Macintosh, the software would not run. There is no update offered.

I called to complain and request a refund. The two levels of "Customer Service" people said their company policy was not to issue refunds--but they would cancel my service. I asked to speak to higher ups and the CSR said she did not have any higher ups. She said thir agreement does not guarantee their software will work on Macintosh computers and she had no date for when an update would be available. I consider this company close to a scam. The employ terrible business practices and an abuse of interstate commerce over the net. Some state attorney general (CA?) should investigate and either shut them down or get them to respect the rights of consumers. I will never do business with eFax or their parent company again.

I had the same thing happen. I had it automatically going out of my bank and had to file a complaint with my bank in order to get them to quit taking money out of my bank. I called and although I could give them all the information on my account including the card being changed, I didn't have the efax number and so they "couldn't" cancel my account. So, they just kept charging. I won't recommend them and in fact I have filed with my State's Attorney's office due to the inability to cancel and account.

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 [protected].

Thank you,

Alex Safyan

Hi, my name is Sarah and I am an analyst at Balestriere Lanza, a trials and investigations law firm in New York. Our firm has been investigating eFax's potential misconduct for several months and would be interested in hearing more from you about your experience. Please feel free to contact me at your convenience at sarah.goodman@balestriere.net or at [protected] x 132.

Beware of E-Fax! If you want to cancel your service they will make it extremely difficult. They will trick you into thinking you have canceled your service when in fact it hasn't been canceled! You will continue to be billed for unused service. When you contact them back again about canceling they will again to attempt to keep you from canceling and giving any refunds. I tried to cancel my service several months ago without any luck. To think day I have not received a full refund. STAY AWAY FROM THIS COMPANY.

Use prepaid credit card is better to deal with efax

They can do nothing if my prepaid credit card is 0

See how efax begs me for money

Practical post ! I was enlightened by the information ! Does anyone know where I could grab a template Profit & Loss Statement Sample version to fill in ?

This company added a $19.95 charge to my at&t home phone account without my consent.

On Wenesday April 4, 2012, I sent eFax an email that I have proof of to help@mail.efax.com. The email said the following:
"I believe that my annual renewal will be coming up again in September 2012. My former employer, BlueArc was purchased by HDS. HDS will not allow me to renew this service. How do I make sure that when my current plan ends, that it is not auto-renewed?

Regards, Zach"
I never heard from anyone from eFAX. I was charged $169.50 on September 15, 2012 and didn't act on it quickly enough with my credit car provider. On October 2, 2012, I called eFax not thinking that there would be a problem but they refused to submit a refund stating that I did not contact them via chat or by telephone that's on their website and that I did find today by doing a Google, which in hindsight, I should have done back in April. In the meantime, it would have been nice if their helpdesk had contacted me and told me what to do, but they didn't. So no I'm out $169.50 for a service that I won't use for the next 12 months, and haven't used since January 2012. Can anyone recommend what avenues that I might have short of small claims court to recoup my money? They clain not to have received my email which smells fishy since I didn't get any notice that it wasn't delivered properly.

i have called numerous times regarding my efax not sending efaxes properly or at all. They never rectified the issue in weeks and mentioned I cannot take my number with me and they will not reimburse my charge. Horrible customer service located across seas. RUN!

I pre-purchased a 1 year subscription to eFax. On the 5th month I exceeded my allotted faxes and was charged 50 cents. They tried to charge my credit card $10.00 but my card had expired and my bank refused the charge. Even though I still had an $80.00 credit eFax suspended my account. When I couldn't talk to anybody in customer service (long wait time on a long distance phone number). I can't have down time so I signed up with Ring Central and emailed a request to eFax to close my account and refund the 6 months of pre-paid service. 3 days later I got an email from eFax stating my request for refund was denied. Something in that agreement (the one nobody reads) says refunds are only available within 30 days of the payment date.

Anyhow, stay away from eFax. Aside from the way they treated me I got tons of spam (annoying). So far Ring Central is way better (no spam) and allows me to send faxes directly from my email. All you have to do is enter the fax number followed by @rcfax.com and it goes right through! Did I mention NO SPAM! (got tons of that through eFax). Best part is I can send more faxes per month and cost is only half of what eFax was charging me. It's worth the $80 they stole to finally be rid of them.

www.Onesuite.com ... I 've been using Onesuite for long time for e-fax. Their rates are cheap but recently, I am not receiving any faxes. I did complain to customer care several times and no outcome. I do receive lot of faxes as a part of my business, may be this was the reason they are blocking my number. I called them again and again but no results.
Now I am looking for another company.
Beware of www.onesuite.com ( although they said unlimited fax receive ...may not be true).

File a complaint with the FCC - http://esupport.fcc.gov/complaints.htm
Also, File a complaint with the attorney general's office in your state, as well as the attorney general's office in California.

I am not a costomer of efax, I don't have a fax machine either. I started receiving calls from efax on Thursday and they haven, t stopped. I get these calls in the morning, in the afternoon, evening and in the early morning hours. I call there tech support and they do nothing. I called the tech support again and asked to speak to a supervisor and I was told they have no tech working to check on the problem. I called back a third time and asked to speak to the head of tech support and was put on "hold" for 20 minutes. This company should put on there website "for customer NO service" call this number. I have had my telephone for more than 30 years and these people don't care that I may have to chang my telephone number. I am a small business and I can not afford to change my number because it will put me out of business. I have gone from efax to my phone carrier, and finally to the FCC. Efax is owned j2 Global in CA. This company must look for the most inept people they can find and then hires them. These people can not enter a simple 10 digit number into a computer so the calls can be made to the right person. I don't know how efax charges for there service but if they charge by the number of times they call a number if you pay for there service you are getting ripped off. All I can say is "efax if you read this take my number out of your system. Scott

RIP OFF! They will not let you cancel! look at all the complaints all over the net! These guys are crooks!

EFAX WILL GIVE YOU A "FREE" TRIAL, THEN CHARGE YOUR CREDIT CARD AFTER YOU CANCEL THE SERVICE- AND KEEP CHARGING...--UNTIL YOU CANCEL YOUR CREDIT CARD!

THEY ARE THE VILEST OF THIEVES!

I canceled this account THREE TIMES. I called them again, asked them why I was being billed for service I canceled 3 times. They stated that they gave me another trial period of 2 months and I was supposed to call to cancel. I explained that I was not informed of this and I wanted my $16.95 refunded because I clearly told them I didn't want or need their services the first time and his was the 4th time I was calling to cancel.

Efax.com chronic outages, long phone wait for CS, incompetent Pakistani customer service.

There is currently a wide spread outage, without information on their web site, without website functionality (cannot get current network status information because of web app errors with their pages), am unable to get anyone on the phone; Online web send functionality has been non-functional for "hours" during a business day, during business hours. And the hold times are seemingly indefinite without proper hold queue routing or hold music ... it's as if their phone system is broken also.

This service is crap quite frequently... but functional when it works.

Customer Service, outage resolutions, problem escalations, all technical recourse during outages are practically non-existent.

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"Bain and Switch".

Focused discussion 2 months ago regarding the "new" service charges. We have had our account with eFax for the last 5 -6 years (since inception) and have been witness to the "growth" of this company since inception.

Rates increased by nearly 100% over the last 3 years. Our usage volume has decreased by 40%. But we're paying much, much more.

Fees stated at that time (2 months ago) were regrettably painful but... I decided to give it a year and find another service provider. Such is life for the cost of adjusting.

BILL TIME: Bill was $30 more than previously discussed. No notification regarding a change to our credit card bill. No assistance from "Our Good Friends In India" to resolve billing issues. TIME TO BAIL OUT *** NOW !

Found new service. Great results !

Requested credit to bill for service from eFax (Yes, we're canceling). Please note this process began at the beginning of our customer billing cycle for the next [usage] year. I initiated this action upon receipt of our bill.

eFax did not credit our bill for the [anticipated] bill. They credited service for 1 month and let the entire [unused] balance stand as due for the remaining year .. in spite of OUR CANCELLATION OF THE ACCOUNT.

RUN BOYS! What else do you need? If you aren't sure... by all means contact their miserable service department @ "Where-Is-It_Stan".

Have fun... I'm bailing after 6 years. And WAY happy with new provider. eFax is a CURSE.

:-(