Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Changed my plan saying it was 30 days free for a hippa plan. I within 2-3 weeks. I had to email multiple times to get the account canceled. I contacted them multiple times asking questions for a bill I received. It was not clarified what the exact charges were. I was told they would fix the invoice, and they never did. They were terrible to get ahold of or get customer support. I reached out many times. They sent the account to collections, I submitted my evidence, and the collections company doesnt even respond to my dispute. I just keep getting the auto generated pay this bill. I asked several times about my dispute and was responded to telling me inaccurate info about my plan dates (I was told: "Please be advised that the balance due is from before cancellation. Accountwas closed the last day of February2023. You did receivea 30-day free trial for the fax line in January, and you only were invoiced for the overage/usage. Then you were charged port out fees and their final invoice balance in February" meanwhile the account was created end of Jan for 30 days free), and when I asked to speak to a manager was told "Good day Mrs. ***** We have already gone through all the necessary process to respond to your dispute. If you are not satisfied with the response, then you should contact Zillow directly. We do not have access to managers' phone numbers."I dont even know what the company ****** has to do with this fax account? Dates of info: Enrolled 1-25-23 for a 30 day free trial on the cooperate fax account (had been with efax for many years)- welcome letter attached shing stat date. Emails starting 2/9/23 asking why i was receiving a bill, that i was on a free trial and a ***ly from *** 2/16/23 saying she would credit the acct- attached Continuously asked and Canceled 2-22-23 and confirmation of closure was provided to me 2/27/23- attached 30 day free trial ***orted by ***** ********

  Business Response

  Date: 05/06/2025

  After a thorough review conducted by Consensus Office of the President in collaboration with relevant departments, the outstanding balance on the Integrative Psychotherapy and ******************* eFax Corporate account has been waived, and collections have been removed based on the specifics of the case.
  
  We apologize for any less than satisfactory experience and inconvenience encountered as well as thank Integrative Psychotherapy and ****************** and **** **** for their patience and understanding.
  
  We are taking the reported comments and feedback under advisement and will have it further reviewed to see that we take the necessary steps to improve the customer support process and experience.

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They reached out to me and gave me answers and we am were able to correct the issue. They worked timely. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with eFax on Apr 23 2025 under their special plan for $5 for the 1st month which would allow 1000 faxes a mo. I sent 2 faxes for a total of 70 pages. I was then charged an additional $10 fee for what they claimed was extra usage fees when I contacted them. They have some screwy system where they charge you per page based on how long it takes to send a page so if it's 1 page it's 30 seconds but if it takes longer they bill you for another page for each 30 sec increment! They claimed they sent 267 pages which is still well under 1000 but they have some screwy usage system they charge you that's NOT mentioned when you signup so you don't know until you get charged! I have no control over how long it can take to send a ******** took them over 3 hrs to send these two 35 page faxes which is ridiculous! I told them I was cancelling and I wanted a full refund due to their dishonest and shady way of doing business. They said they'll send it to their review **** to determine if they'll honor my request or not! This company is a SCAM operation and how they've been allowed to stay in business is beyond me as they should be SHUT DOWN for the way they mislead and RIP people off! I attached screenshots of their plans and payment screens so you can see there is NO MENTION of how they calculate their usage fees! All I want is my REFUND but they should be SHUT DOWN for the way they operate!

  Business Response

  Date: 05/02/2025

  Records show that ****** ******** signed up for an eFax account online on April 23, 2025, with a monthly subscription rate of $18.99 that included 170 inbound fax pages and 170 outbound fax pages and a special introductory offer of $5 for the first month of service. 
  
  The eFax customer agreement (*********************************************************************************) makes clear, via Section 2 (eFax Service Usage Terms) that faxes sent in excess of the customers outbound page limit are charged at the applicable per-page rate listed at the eFax Website; further explaining that while most fax pages take less than sixty (60) seconds to transmit the number of pages for each transmission sent or received is calculated based on the greater of the actual number of pages or the number of full and partial 60-second increments of transmission or connection time, whether or not the transmission occurs or is completed (such as instances when someone answers the call or transmission is interrupted before completion) and that the number of outbound fax pages as included in the tiers of eFax service, is administered by applying a monthly outbound usage credit to the customers account and assumes that each outbound page is sent to a destination with an applicable per page rate of $0.10 (or the local currency equivalent). 
  
  Please note that Consensus is not a telecommunications carrier but rather the customer of a telecommunications carrier.  As such, Consensus as well is assessed a charge from the carrier for all transmissions whether completed or not.
  
  The eFax customer agreement also makes clear, via Section 16 (Charges) of the customer agreement, that additional charges apply when the customer has exceeded the number of inbound or outbound fax pages included in their service tier and that usage fees are payable in advance at a fixed amount as set by the company (currently U.S. $10.00) and that the usage prepay amount will be immediately and automatically charged to the customer's credit or debit card without further authorization from customer upon incurring usage in excess of the number of inbound or outbound fax pages included in the eFax service tier and that the usage prepay amount will thereafter be reduced based upon the customer incurring usage fees, and each time the usage prepay amount is depleted to a certain level (currently U.S. $2.00 or the approximate equivalent in local currency), another fixed usage prepay amount in the same amount as the prior usage prepay amount will be immediately charged to the customer's credit or debit card, without further authorization from or notice to the customer.
  
  ******************** policies and procedures were made clear to ****** ******** when signing up for the eFax account online.
  
  As is standard with many online subscription services, eFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $18.99 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  
  The outbound activity logs for ****** Hamsteads eFax account show that the equivalent of 267 billable fax pages were sent or attempted during the accounts first day of activation; the cumulative total of the outbound fax pages were in excess of the included 170 outbound fax page allotment and as such a prepay charge of $10.00 were collected accordingly for the overages; leaving any remaining prepay balance on the account for later use.
  
  Transmission time and success of outbound faxes can be affected by any of the following factors such as Fax Quality (Faxes sent in "Fine" are better quality transmission but are slower. Faxes sent in "Standard" are faster transmission but lower quality), Line noise (Stray signals on the recipient's fax line can interrupt & delay a fax transmission), Low recipient baud rate (eFax normally sends outbound faxes at ***** bps. However, if the receiving fax machine operates at a lower baud rate, the transmission time is limited to the slower rate) and Large fax size (transmission time is directly proportional to the size of the file you are sending. Note that files containing graphics are usually much larger than simple text faxes).
  
  Please be aware that the above factors apply to outbound faxing in general, and are not limited to faxes sent through eFax.  In other words, a fax sent through eFax will have approximately the same transmission time as one sent through a traditional fax machine at the very same moment. Also, be aware that the transmission time may vary significantly even when the same fax is sent multiple times to the same destination.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; records for ****** Hamsteads eFax account shows that the eFax representative assisting with the account closure on April 24, 2025, had also submitted, as a courtesy, a refund request of $15.00 (consisting of all charges incurred) on ****** Hamsteads behalf and billing records show that the refund of $15.00 was issued to the affected credit card on April 26, 2025.  The collection ID number for the reimbursement was 271608813.
  

  Customer Answer

  Date: 05/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I don't agree that they clearly explain how they calculate usage fees I did get a refund of $15. I will never use them again as I still feel they are scamming people because I've used other fax services and never been charged for pages that didn't go thru repeatedly! As a consumer we have no control over how well their equipment is going to perform so to charge someone for failed attempts is an unfair practice. It shouldn't take 267 attempts & 3 hours to send 2 faxes of 35 pages each. If the 1st attempt hadn't take so long I wouldn't have had to try a 2nd resend. I've sent similar size faxes at other places and it's never taken more than 5-10 minutes tops and I've never been charged for failed attempts. Maybe big companies don't care about being charged that way but as a normal consumer I DO so I will take my business elsewhere.

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company advertises 170 pages included in a free trial and then for a monthly charge. However, they bill you for the amount of time it takes to send a fax in increments of one page for each 60 second interval. Unfortunately, most faxes take them ***** minutes to send a small amount of pages. Thus, unknowingly accruing ***** dollars in charges without your knowledge. We have all sent faxes before, it does not take 55 minutes to transmit, the line on the other end would disconnect if it did. Also, the some faxes were transmitting at the same time, how could they all be on the line with the same fax number at the same time? Its impossible and predatory! When I called I was told I was billed for over 600 pages of faxes, to the tune of 60 dollars, where by my calculations, I was definitely still in the parameters of the free trial and sent 130 pages.

  Business Response

  Date: 04/23/2025

  Records show that **** ****** signed up for an eFax account online on April 21, 2025, with a monthly subscription rate of $18.99 that included 170 inbound fax pages and 170 outbound fax pages and a 7-day free trial that would have ended on April 28, 2025, when billing for monthly service fees would commence.
  
  The eFax customer agreement (*********************************************************************************) makes clear, via Section 2 (eFax Service Usage Terms) that faxes sent in excess of the customers outbound page limit are charged at the applicable per-page rate listed at the eFax Website; further explaining that while most fax pages take less than sixty (60) seconds to transmit the number of pages for each transmission sent or received is calculated based on the greater of the actual number of pages or the number of full and partial 60-second increments of transmission or connection time, whether or not the transmission occurs or is completed (such as instances when someone answers the call or transmission is interrupted before completion) and that the number of outbound fax pages as included in the tiers of eFax service, is administered by applying a monthly outbound usage credit to the customers account and assumes that each outbound page is sent to a destination with an applicable per page rate of $0.10 (or the local currency equivalent). 
  
  Please note that Consensus is not a telecommunications carrier but rather the customer of a telecommunications carrier.  As such, Consensus as well is assessed a charge from the carrier for all transmissions whether completed or not.
  
  The eFax customer agreement also makes clear, via Section 16 (Charges) of the customer agreement, that additional charges apply when the customer has exceeded the number of inbound or outbound fax pages included in their service tier and that usage fees are payable in advance at a fixed amount as set by the company (currently U.S. $10.00) and that the usage prepay amount will be immediately and automatically charged to the customer's credit or debit card without further authorization from customer upon incurring usage in excess of the number of inbound or outbound fax pages included in the eFax service tier and that the usage prepay amount will thereafter be reduced based upon the customer incurring usage fees, and each time the usage prepay amount is depleted to a certain level (currently U.S. $2.00 or the approximate equivalent in local currency), another fixed usage prepay amount in the same amount as the prior usage prepay amount will be immediately charged to the customer's credit or debit card, without further authorization from or notice to the customer.
  
  ******************** policies and procedures were made clear to **** ****** when signing up for the eFax account online.
  
  As is standard with many online subscription services, eFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the  I agree to the automatic renewal terms above, including the $18.99 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  
  The outbound activity logs for **** Devinos eFax account show that the equivalent of 607 billable fax pages were sent or attempted during the trial period; the cumulative total of the outbound fax pages were in excess of the included 170 outbound fax page allotment and as such multiple prepay charges of $10.00 were collected accordingly for the overages; leaving any remaining prepay balance on the account for later use.
  
  Transmission time and success of outbound faxes can be affected by any of the following factors such as Fax Quality (Faxes sent in "Fine" are better quality transmission but are slower. Faxes sent in "Standard" are faster transmission but lower quality), Line noise (Stray signals on the recipient's fax line can interrupt & delay a fax transmission), Low recipient baud rate (eFax normally sends outbound faxes at ***** bps. However, if the receiving fax machine operates at a lower baud rate, the transmission time is limited to the slower rate) and Large fax size (transmission time is directly proportional to the size of the file you are sending. Note that files containing graphics are usually much larger than simple text faxes).
  
  Please be aware that the above factors apply to outbound faxing in general, and are not limited to faxes sent through eFax.  In other words, a fax sent through eFax will have approximately the same transmission time as one sent through a traditional fax machine at the very same moment. Also, be aware that the transmission time may vary significantly even when the same fax is sent multiple times to the same destination.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; records for **** Devinos eFax account shows that the eFax representative assisting with the account closure on April 21, 2025, had also submitted, as a courtesy, a refund request of $50.00 (consisting of all charges incurred) **** Devinos behalf and billing records show that the refund of $50.00 was issued to the affected credit card on April 22, 2025.  The collection ID number for the reimbursement was 271500430.
  

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subscription amount of $18.99 was taken without permission from my account after I deleted efax account as I advised it was in error made selecting a trial it just happened yesterday when sending this over no response instead I got a sales email. I want a refund as I requested cancelation 3 days after I saw trial was started.

  Business Response

  Date: 04/22/2025

  Records show that ********* ****** signed up for an eFax account online on March 18, 2025, with a monthly subscription rate of $18.99 and a special introductory offer of $5 for the first month of service. 
  
  The eFax sign-up process makes clear, via the contract acknowledgement checkbox field, that renewal terms which include the $18.99 recurring monthly charge are automatic and will continue to charge until canceled; I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel.
  
  eFax provides easy-to-use telephone and online options for account cancellations that are all available 24 hours a day 7 days a week; eFax customer support representatives are available via telephone at ************ and ************, with the toll-free number being posted on the eFax site (************************************) as well as Contact page (*******************************************) and the local 323 telephone number being posted on eFaxs How To Cancel page (************************************cancel), while online eFax chat representatives are available online at ************************************cancel and an online Cancel My Account link that is available to subscriber accounts in current billing standing and located via the customers ******************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  Ms. ******* eFax account had remained active and accrued charges accordingly as data shows no record of any submission of a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures prior to April 18, 2025, when data shows the receipt of a cancellation for Ms. ******* eFax account as submitted via the online Cancel My Account link.  A post-dated closure date of May 14, 2025, was placed on the account, thereby, allowing the account to automatically close at the end of the current paid service term.
  
  Ms. ******* account has been immediately closed pursuant this BBB matter; billing has ceased and an email confirmation, containing a cancellation number, will be sent to her (at the contact email address on file for the account) within 24 hours of the account closure.
  
  A refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $18.99 has been issued to the affected credit card.  The collection ID number for the reimbursement is 271476233.
  
  eFax policies and procedures were made clear to Ms. ****** when signing up for an eFax account online.
  
  As is standard with many online subscription services, eFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ******************** customer agreement and must confirm that they have read and agreed by checking the I agree to the Customer Agreement and Private Policy." and I agree to the automatic renewal terms above, including the $18.99 recurring monthly charge which will be billed to my chosen method of payment.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel. boxes before the account can be activated.  The eFax sign up process is configured to automatically prevent account activations that do not have the contract, recurring payment and cancellation  policy acknowledgement checkbox fields checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  
  The ******************** customer agreement (***************************************************) makes clear, via Section 10 (Termination) of the customer agreement, the cancellation process for the eFax services; pursuant to those terms cancellation requests are handled only by contacting eFax customer support either via telephone, online chat or the Cancel My Account link (available via the customers ******************** web portal); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.
  
  The eFax customer agreement also makes clear, via Section 16 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that the Company may submit charges for the customers monthly service fee each month without further authorization from or notice to the customer, until the customer provides prior notice (in accordance with the Companys verification procedure) that they have terminated this authorization or wish to change the designated card(s).
  

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no correspondence showing i ever created an account with ********************** have tried reaching them via website, bogus char option, calling (which states you must do online), vis their support email after they attempted to withdraw money from my bank acct without authorization.

  Business Response

  Date: 04/18/2025

  Consensus Office of the President has reviewed ********* Handys matter and performed a search with the information that has been provided so far (i.e. the complaints name, ********* *****, e-mail address, ******************** billing address, **************************************, and telephone number, ************) and have been unable to locate any account.  This implies that the account in question, while utilizing ********* Handys credit card information, is not utilizing ********* Handys name, e-mail address or billing address; therefore, in order to locate the account in question additional information would be necessary.  The simplest way in order to resolve this matter would be for ********* ***** to provide us with the affected credit card number, amount of charge and billing date; in this regard, we invite ********* ***** to please contact Consensuss Office of the President via telephone at ************.
  
  On the other hand, if ********* ***** does not wish to furnish any additional information and assist us with resolving this matter, we would then recommend that ********* ***** seek reimbursement through the credit card provider and initiate a dispute for the charges in question. We would also recommend that ********* ***** work with the credit card provider to take measures to protect the account; as is the case with fraudulent accounts, the credit card information was compromised before it was used to sign up for the Consensus service.
  
  Please note that the Consensus does utilize internal fraud safeguards in order to deter fraudulent sign **** however, please keep in mind that any pre-authorization or charges submitted to the credit card are approved by the credit card provider and the company has no effect on the acceptance or decline of the charges. It is ultimately the obligation of the credit card provider to decline charges and the company cannot be held responsible for the actions of any third party perpetrating fraud and is also a victim in these types of matters.
  
  We sincerely apologize for any inconvenience encountered and frustration caused and greatly appreciate ********* Handys patience and understanding.
  

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact MetroFax for the past two months regarding a subscription I no longer use or need. Despite using every available method to communicate, I have had no success. They no longer offer phone support, and their chat service always states that no agents are available, which I have sent attachments as proof. Ive also emailed them requesting cancellation, but the instructions they provided are inaccurate. They advised me to cancel my subscription through the MetroFax web portal by navigating to the Account Details section, clicking on the Billing tab, and locating the "Cancel My Account link" option. However, when I follow these steps, there is no "Next Payment Date" or "Cancel My Account link" option visible. Ive attached screenshots of the incorrect instructions and what I see when I click on the "Account Details" and "Billing" tabs.Unable to reach anyone via phone, chat, or email and facing inaccurate instructions, I had no choice but to stop payments. Now, they are charging me a $4.00 monthly fee along with a $4.95 late fee, which will continue indefinitely, as there is no way to contact them to resolve this issue.

  Business Response

  Date: 04/08/2025

  Metrofax provides easy-to-use online options for account cancellations that are all available 24 hours a day 7 days a week; Metrofax chat representatives are available online at ******************************************* and an online Cancel My Account link is available to subscriber accounts in current billing standing via the customers ********************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  Data shows that there were no reported issues that would have affected ***** ********* ability to use the online Cancel My Account link when her account was in current billing standing or reach a live Metrofax Customer Support Representative via online chat while the account was the account active and other Metrofax subscribers have been able to successfully use the online Cancel My Account link and / or reach Metrofax support during the same time.
  
  Ms. ********* Metrofax account had remained active and accrued charges accordingly as data shows no record of Ms. ********* submitting a cancellation request through the above-provided channels and completing the companys cancellation and verification procedures while active.
  
  As a courtesy, the companys verification procedures have been waived and Ms. ********* Metrofax account has been closed pursuant to this BBB matter; billing has ceased and an email confirmation, containing a cancellation number, will be sent to her (at the contact email address on file for the account) within 24 hours of the account closure.
  
  A refund was found not to be applicable in this matter pursuant to the agreed and accepted customer agreement, nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $24.00 (consisting of 6 monthly service fees) has been issued to the affected credit card. The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. 
  
  Metrofax policies and procedures were made clear to Ms. ********* when signing up for the Metrofax account online.
  
  As is standard with many online subscription services, the Metrofax customer agreement is not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ********************** customer agreement and must confirm that they have read and agreed by checking the I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The Metrofax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.
  
  The Metrofax customer agreement (*****************************************************) makes clear, via Section 9 (Termination) of the customer agreement, that accounts are to be canceled in accordance with the companys verification procedures and that MetroFax customers must follow the instructions provided at *************************************************************** and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the e-mail is received. 
  
  The Metrofax customer agreement also makes clear, via Section 15 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that upon the expiration of a free trial period fees would be immediately charged to the customers credit or debit card, without further authorization from the customer and that the company may submit charges for monthly service fee each month without further authorization from the customer unless and until the customer has provided the company prior notice, in accordance with the company's verification procedures, of their desire to discontinue the authorization or service and that such notice will not affect charges submitted before the company reasonably could act on such notice.
  

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, Even though I do not agree with their response as you can see by the attachments they no longer give you the ability to speak to someone by phone, the chat stated no one available each time I have tried communicating,  I email and they sent instructions that were not accurate. In following the instructions there was no cancellation option.  I am letting you know this so that you can fix the problem for future clients.  Being that they have sent me an email stating they have cancelled my subscription, and they are willing to return a 6-month premium and void the late fee of $4.95 I will accept the resolution.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smart ************ I have been trying to cancel my subscription. I have tried using the fax service several times and I am not able to fax from this service Smart FAX. I was able to login to the account to cancel the subscription but the cancel option is not available. I have sent a few emails to their customer service email and have not got a reply from them. Terrible customer service and my account keeps being deducted for the payment due to no cancel option.

  Business Response

  Date: 04/08/2025

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and confirmed that SmartFax Customer Support has been in contact with **** ******. 
  
  Records show that Ms. ****** has been closed as requested, billing has ceased and an email confirmation, containing a cancellation number, will be sent to her (at the contact email address on file for the account) within 24 hours of the account closure. 
  
  We apologize for any less than satisfactory experience and any inconvenience encountered and thank Ms. ****** for her patience and understanding. 
  
  We are taking the reported experience and feedback under advisement to see that we take any necessary steps to improve the customer support process and experience.
  
  

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Metrofax for a one time use, was continually charged every month from April 2023 until now. I have tried multiple ways of cancelling many times but the company is not reachable. My final option was to cancel the card with which I'm signed up but my bank informed me that metrofax would receive the new card details so the charges would continue regardless. I've been charged $11.95 every month for 23 months equalling $274.85. I have not used/ have not had the need for metrofax's service during this time.

  Business Response

  Date: 04/03/2025

  **** ******** signed up for a Metrofax account online on October 24, 2022, with a monthly subscription rate of $11.95 and a 14-day free trial that ended on November 7, 2022, when billing for monthly service fees would commence.
  
  Metrofax provides easy-to-use online options for account cancellations that are all available 24 hours a day 7 days a week; Metrofax chat representatives are available online at ******************************************* and an online Cancel My Account link is available to subscriber accounts in current billing standing via the customers ********************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  Data shows there were no known issues that would have affected Mr. ********* ability to use Metrofaxs online Cancel My Account link or reach a live Metrofax Customer Support Representative via online chat while the account was active.
  
  And although our customer contact records show that Mr. ******** had submitted an email to Metrofax Support on April 4, 2024, requesting to cancel his account; a response from Metrofax support was sent to him the same day providing instructions on how to use the online Cancel My Account link for cancellation and advising that for any further question to contact Metrofax 24/7 via chat using the following link *******************************************
  
  Mr. ********* Metrofax account had remained active and accrued charges accordingly as data shows no record of Mr. ******** submitting a cancellation request through the above-provided channels and completing the companys cancellation and verification procedures while active.
  
  As a courtesy, the companys verification procedures have been waived and Mr. ********* Metrofax account has been closed pursuant this BBB matter; billing has ceased and an email confirmation, containing a cancellation number, will be sent to him (at the contact email address on file for the account) within 24 hours of the account closure.
  
  A refund was found not to be applicable in this matter pursuant to the agreed and accepted customer agreement, nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, the company has retroactively applied the date (April 4, 2024) of Mr. ********* email as the intended cancellation date for his Metrofax account and have issued a refund of $143.40 (consisting of 12 monthly service fees and all charges incurred after that date) to the affected credit card. The collection ID number for the reimbursement is ********* and the reflection of the funds onto the account is dependent on the credit card provider. 
  
  Metrofax policies and procedures were made clear to Mr. ******** when signing up for the Metrofax account online.
  
  As is standard with many online subscription services, the Metrofax customer agreement is not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ********************** customer agreement and must confirm that they have read and agreed by checking the I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The Metrofax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.
  
  The Metrofax customer agreement (*****************************************************) makes clear, via Section 9 (Termination) of the customer agreement, that accounts are to be canceled in accordance with the companys verification procedures and that MetroFax customers must follow the instructions provided at *************************************************************** and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the e-mail is received. 
  
  The Metrofax customer agreement also makes clear, via Section 15 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that upon the expiration of a free trial period fees would be immediately charged to the customers credit or debit card, without further authorization from the customer and that the company may submit charges for monthly service fee each month without further authorization from the customer unless and until the customer has provided the company prior notice, in accordance with the company's verification procedures, of their desire to discontinue the authorization or service and that such notice will not affect charges submitted before the company reasonably could act on such notice.
  
  Section 15 (Charges) of the customer agreement further makes clear that failure to use the account would not be deemed a basis for refusing to pay any charges; the Metrofax customer agreement provides no provision for a rate reduction, credit, waiver, or refund if the customer elects not to use the service during any given time or if an account is closed prior to the end of the service term. Regardless of usage Metrofax subscription fees are still applicable as the assigned Metrofax number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, Metrofax service fees are not predicated on use but rather the availability of the services and are regularly payable, regardless of the customers usage of the service, until the company has been notified of the customers desire to cancel the account. While the ********************** services may not have been utilized during any given time, they were available while the account was active.
  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my eFax account in October 2022, and have not stopped receiving messages about an invoice that I have already paid. It was erroneously sent to a collection agency, ***, so I paid it AGAIN to get this off my record. Attached is the receipt from ***, and the most recent email that I received again about it. The *** amount had interest charged to it, that is the reason for the approximately $10 difference. Can you please help me determine what this company's records show? Was the *** payment not recorded by them? I need to know what to do to have this resolved and have them stop contacting me. Thank you.

  Business Response

  Date: 03/28/2025

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and confirmed that ******************* eFax Corporate has been closed and collections have been cleared. 
  
  We apologize for any less than satisfactory experience and any inconvenience encountered and thank Dr. ****** ******* for her patience and understanding. 

  We are taking the reported experience and feedback under advisement to see that we take any necessary steps to improve the customer support process and experience.

  
  

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to the BBB for your help. eFax said in their response that they will take this feedback into advisement for future customers and I hope they really do. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial on myfax.com on 05-Feb 2025. I attempted to send a fax which they said went through. However, the recipient never received it. I canceled my account on ************************ following their instructions. After canceling I could no longer login to the website and assumed it was resolved. Today, 10-Mar 2025 I was reviewing my credit card statement and saw I was charged $99 on 20-Feb 2025. I immediately contacted the company and said that I did not cancel. They said I could not login due to account pwd not matching which cannot be true as I use a password manager. The account was immediately locked after I canceled on 05-Feb.

  Business Response

  Date: 03/19/2025

  Records show that *** ****** signed up for a MyFax account online on February 5, 2025, with an annual subscription rate of $99.00 and a 14-day free trial that would have ended on February 19, 2025, when billing for monthly service fees would commence.
  
  The MyFax customer agreement (************************************************) makes clear, via Section 9 (Termination) of the customer agreement, that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.
  
  Data shows that there were no reported issues that would have affected the cancellation process while Mr. ******* MyFax account was active; including the cancellation email system and customer contact records show no instance of any cancellation confirmation email being sent to Mr. ****** during the trial period or prior to March 11, 2025.  **************** shows no record of any cancellation confirmation email being sent to Mr. ****** prior to March 11, 2025, reasoning would dictate that Mr. ****** was (or should have been) aware that the MyFax account was still active
  
  MyFax provides easy-to-use online options for account cancellations that are available 24 hours a day 7 days a week; MyFax customer support representatives are available via online chat at ******************************************* and an online Cancel My Account link is available to subscriber accounts in current billing standing and located via the customers ********************** web portal found on the Billing tab of the Account Details section from the top navigation; thereby providing customers the ability and opportunity to cancel services at any time during the day or night.
  
  Records show that there were no reported issues that would have affected Mr. ******* ability to reach a live MyFax Customer Support Representative via online chat and other MyFax subscribers have been able to successfully reach live MyFax Chat Support during the same time.
  
  Mr. ******* MyFax account had remained active and accrued charges accordingly as data shows no record of any submission of a cancellation request for the account through the above-provided channels and completion of the companys cancellation and verification procedures prior to March 10, 2025, when data shows the receipt of a cancellation request for Mr. ******* MyFax account as received via online chat, when contact data shows that Mr. ****** had contacted MyFax support requesting to cancel the account  The account was closed as requested, billing ceased immediately, and an email confirmation, containing the cancellation number *********, was sent to Mr. ****** (at the registered contact email address on file for the account) on March 11, 2025.
  
  And although a refund was found not to be applicable in this matter, pursuant to the agreed, accepted and legally binding contract; records for Mr. ******* MyFax account shows that the MyFax representative assisting with the account closure on March 10, 2025, had also submitted, as a courtesy, a prorated refund request of $89.00 on Mr. ******* behalf and billing records show that the refund of $89.00 was issued to the affected credit card on the same day (March 10, 2025).  The collection ID number for the reimbursement was 270362374.
  
  MyFax policies and procedures were made clear to Mr. ****** when he signed up for a MyFax account online.
  
  As is standard with many online subscription services, MyFax customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the ********************** customer agreement and must confirm that they have read and agreed by checking the I agree to the Customer Agreement and Private Policy. box as well as the "I agree to the $99.00 recurring annual charge plus sales tax if applicable which will be automatically billed to my chosen method of payment after February 19, 2025.  I agree to the Cancellation Policy and understand my subscription charge will continue until I cancel." box.  The MyFax sign up process is configured to automatically prevent account activations that do not have the contract and billing acknowledgement checkboxes field checked.  It is the customers responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customers responsibility or relief from their legal obligations and the company cannot be held responsible for the negligence of the customer.
  
  The ********************** customer agreement makes clear, via Section 9 (Termination) of the customer agreement, the cancellation process for the MyFax services; pursuant to those terms a customer may cancel services at any time through the online Cancel My Account link (available via the customers ********************** web portal found) or by contacting MyFax customer support via online chat (available at www.fax.com/cancel); explaining that a customer service representative will assist the customer with canceling the account in accordance with the company's verification procedures and that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.
  
  The MyFax customer agreement also makes clear, via Section 15 (Charges) of the customer agreement, that all services fees are payable in advance and completely non-refundable, with the "COMPLETELY NON-REFUNDABLE" verbiage appearing clearly and conspicuously presented in offset text in all caps; explaining that the Company may submit charges for the customers monthly service fee each month without further authorization from or notice to the customer, until the customer provides prior notice (in accordance with the Companys verification procedure) that they have terminated this authorization or wish to change the designated card(s).
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23043654
  
  I am rejecting this response because:

  I had gone into the website following the instructions on the myfax support website to cancel the service.  After the service was canceled I was no longer able to login to the website to see or confirm that the cancelation was completed.  I am looking for a complete refund as the site never worked for me and I DID cancel within the required window for the free preview.  

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 03/28/2025

  We have again reviewed this matter and our response remains the same.
  
  In response to Mr. ******* concerns  the company reiterates that the MyFax customer agreement made clear that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.  
  
  Mr. ****** should have been aware that his MyFax account remained active since he did not receive a cancellation confirmation email in February 2025, as outlined in the MyFax customer agreement and it would be reasonable to expect that he would have contacted MyFax customer support either via online chat or email to inquire about the missing cancellation confirmation email.
  
  Again, MyFax policies and procedures were made clear upon sign up for the MyFax account online.
  
  An additional refund was found to not be applicable in this matter.
  
  That said, in light of the previously issued courtesy refund, the company believes this matter has been properly addressed in accordance with the policies and procedures to which Mr. ****** had accepted and agreed and considers it closed.
  

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23043654
  
  I am rejecting this response because:

  This feels like we are going in circles.  The account was canceled.  After it was canceled I was no longer able to login to the account.  Please check your logs to confirm.  I did not enter a wrong password as I use a password manager application.  It is not my fault if your system did not send me a mail.  Maybe you should take that up with your engineers.  

  It's fraudulent to not honor your trial period and cancelation especially for a service that does not work.  I tried sending a fax and it did not go through.  As you seem to be unwilling to accept my version of the story this will be the last response I provide through BBB. 

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/08/2025

  We have reviewed the matter again and have not found any new information that would rebut the prior findings. 
  
  Neither the eFax Customer Agreement nor sign-up process make any inferences or implications that a customer's inability to log into their account at any time would constitute a confirmation of an account cancellation or closure.
  
  Again the MyFax customer agreement makes clear (via Section 9) that upon cancellation an email confirming that the account had been canceled would be sent and that the account would not be deemed canceled unless and until the email is received.  And we have found no issues that would have affected the cancellation process or email system while Mr. ******* account was active.
  
  Onus of responsibility falls upon the customer to be aware of cancellation procedures and polices as set forth within the customer agreement to which the customer acknowledged to have read and accepted as a condition of activating services.
  
  Please also note that there is a burden of proof upon the customer to provide any evidence or information to support the assertion of any previously submitted cancellation request, such as the day and approximate time or IP address used to initiate any online login or submission.
  
  Any further compensation should be sought through the credit card provider.
  
  Again, the company believes this matter has been properly addressed and considers it closed.