ComplaintsforConsensus Cloud Solutions, Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for MyFax app on January 3rd. This was a one week free trial and if I did not cancel with in that one week, I would be billed $10. I noticed on January 6th that I had been billed $12 for the service on January 3rd, so I tried to cancel it. Upon following instructions in the app, it lead me to a website that was just a series of page upon page of click here click there to unsubscribe/cancel subscription. On the actual page to cancel, you absolutely could not read anything due to the size and it was not possible to zoom in on the page. I went as far as taking screen shots of the page to try to zoom in that way but it made it too pixelated and blurry to read. At that point, I went back to the first page and sent an email, in which I got no response. I tried calling and got disconnected. I finally just deleted the app in hopes that it would terminate the membership but it continued to bill and I got no response. I finally got a laptop and was able to get someone to help me with this at the beginning of this month after having been billed since January. Once again, sent two emails, made a phone call, got no response to emails, got hung up on and passed around multiple times, but no resolution. I did get the subscription canceled however, but I would like compensation for the billing. If they log into this account, they will see that I never used it at all. This is ridiculous crazy difficult service to use, and it does not work. I couldn't log into it easily and I never could get faxes to go to it, then you cannot get rid of it easily.

  Business response

  08/22/2024

  Records show that *********************** signed up for a MyFax account online on January 3, 2024, with a monthly subscription rate of $12.00 that included 100 inbound fax pages and 100 outbound fax pages.

  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 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.
  

  Data shows that there were no reported issues that would have affected Ms. ************* ability to use the online Cancel My Account link or reach a live MyFax Customer Support Representative either via online chat while her account was active and other MyFax subscribers have been able to successfully use the online Cancel My Account link and / or reach MyFax support during the same time.
  

  ****************** MyFax account had remained active and accrued charges accordingly as data shows no record of **************** submitting a cancellation request and completing the companys cancellation and verification procedures prior to August 1, 2024, when data shows that she had submitted a cancellation request via the online Cancel My Account link.  The account was closed as requested, billing ceased immediately, and an email confirmation, containing the cancellation number *********, was sent to her (at the registered contact email address on file for her account) the next day on August 2, 2024.
  

  The MyFax 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).
  

  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 MyFax 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 MyFax subscription fees are still applicable as the assigned MyFax number and services are being provided while the account is active. Much like cell-phone, cable, satellite, or internet streaming media subscription fees, MyFax 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.
  

  MyFax policies and procedures were made clear to **************** when she signed up for a MyFax account online.
  

  As is standard with many online subscription services, MyFax customer agreement 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 $12.00 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 MyFax 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 customer agreement prior to activation and 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.
  

  And although a refund was found not to be applicable in this matter pursuant to the agreed, accepted and legally binding contract, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $60.00 (consisting of 5 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. We may suggest that **************** follow up with the credit card provider in this regard.

  Customer response

  08/22/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a free trial under the assumption that they won't charge my card. But then they ended up charging my card. I used the service on *** 15th. The free trial would have ended on *** 18th. They charged my card on *** 18th and June 18th. Never sent me any billing or receipt (to make sure I wouldn't find out about this charge) Until recently they had a failed attempt on my card which then they sent an email to me and I realized they had been stealing money from me. I contacted the company, and they said they wouldn't issue a refund. Funny thing is, I spent 15 mins to find a location where they would show you all the previous transactions. They don't show that! Because the business model is to steal money from customers, never issue a receipt so they won't find out and when they finally find out, they would not issue a refund. I am asking for account cancellation, my credit card info removed, and issuing a full refund for *** and June charges

  Business response

  08/01/2024

  Records show that ***************** signed up for a MyFax account online on May 14, 2024, with a monthly subscription rate of $12.00 that included a 3 Day Free Trial period with a trial period that ended on May 17, 2024, when billing for monthly service fees would commence.

  The MyFax customer agreement (************************************************) makes clear, via Section 15 (Charges) of the customer agreement, 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 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 would not affect charges submitted before the company reasonably could act on such notice; explaining 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

  The MyFax customer agreement also 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.

  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 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.

  MyFax policies and procedures were made clear to ***************** 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 automatic renewal terms above, including the $12.00 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The MyFax 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.

  Onus of responsibility lies with the customer to be aware of the end of trial and renewal dates for their account services and to initiate a cancellation request and / or contact MyFax support  in a timely manner if they wish to cancel services any time during the trial period or current service term and before renewal for the next billing cycle.

  Soroush Mirserajis MyFax account had remained active and accrued charges accordingly as data shows no record of ***************** 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 Soroush Mirserajis MyFax account has been closed pursuant this BBB matter; billing has ceased and an email confirmation, containing a cancellation number, will be sent to ***************************** (at the contact email address on file for the account) within 24 hours of the account closure.

  Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; nevertheless, as an additional courtesy and in the interest of a mutually satisfactory resolution, a refund of $24.00 (consisting of all charges incurred) 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. We may suggest that ***************** follow up with the credit card provider in this regard.

  Please note that the MyFax customer agreement for subscriptions are comparable to other online subscription services such as ************************* and ******* in which services are not automatically terminate at the end of any trial period or service term, no advance billing notices are sent, fees are billed in advance and non-refundable and cancellations take effect at the end of the current billing period.

  Customer response

  08/06/2024

   
  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. However, i do believe this company is using scams and tricks to charge customers credit card and they keep the billing and everything hidden. They never send any ******** to your email either. Also they put a normal I agree to agreement button which absolutely nobody reads whereas they could have a few sentences there referring to their policies. Also when your services were not used, you should easily issue a refund and shouldnt come down to this much hassle. 
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a free two week trial with SFAX. I called and emailed several days before the end of my trial to cancel my subscription. Today, I was charged $37. Of course, I was notified at 5:03pm so they are already closed for the day, and no one is picking up the phone. Aside from that, the one fax I sent on this trial never even reached its destination.

  Business response

  07/17/2024

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and concluded that records show that a cancellation request for the *************************** sFaxs account was received prior to the end of the trial period but that due to an anomaly the cancellation request was not completed within our normal processing terms which resulted in the *************************** sFaxs account inadvertently remaining active.

  The error has since been amended and the correct cancellation date has been retroactively applied to the *************************** sFaxs account and a refund of $37.00, consisting of all charges incurred, has been issued to the affected credit card. The reflection of the funds onto the account is dependent on the credit card provider and we ask that *************************** please allow 5 to 10 business days.

  We apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank *************************** for her patience and understanding.
  

  
  

  Customer response

  07/19/2024

   
  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. My subscription has been canceled, and I received the $37 refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 26, 2024, I created an account with ********************** to send some faxes. I canceled my account within the 3 day trial period (on June 28). My Fax billed me after the trial period anyway. When I complained, they did not respond to my complaint, simply told me how to cancel my account. It appears that the cancellation process involves going through about 5 web pages, with a series of attempts to avoid cancellation, clearly intending to trick the customer into not completing the cancellation process. This is a dishonest and disreputable company, clearly out to corral all those initial $12 payments. I want a refund and I want them to make the cancellation process clearer and shorter.

  Business response

  07/09/2024

  Records show *********************** signed up for a MyFax account online on June 26, 2024, with a  3 Day Free Trial period that ended on June 29, 2024, when billing for monthly service fees commenced.

  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 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. Gardners MyFax account had remained active and accrued charges accordingly as data shows no record of ****************** submitting a cancellation request and completing the companys cancellation and verification procedures prior to July 1, 2024, when data shows that she had submitted a cancellation request via the online Cancel My Account link.  The account was closed as requested with a post-dated closure date of July 24, 2024; thereby, allowing the account to automatically close at the end of the current paid service term, with an email confirmation, containing a cancellation number, being sent to the registered contact email address on file for her account within 24 hours of the account closure. 

  Ms. Gardners MyFax account has been immediately closed pursuant to this BBB matter 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.

  The MyFax customer agreement (************************************************) makes clear, via Section 15 (Charges) of the customer agreement, 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 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 would not affect charges submitted before the company reasonably could act on such notice; explaining 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
  

  MyFax policies and procedures were made clear to ****************** when she 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 automatic renewal terms above, including the $12.00 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The MyFax 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.

  Onus of responsibility lies with the customer to be aware of the end of trial and renewal dates for their account services and to initiate a cancellation request and / or contact MyFax support  in a timely manner if they wish to cancel services any time during the trial period or current service term and before renewal charges for the next billing cycle.
  

  And although a refund was found not to be applicable in this matter, as an additional courtesy and in the interest of a mutually satisfactory resolution, a refund of $12.00 (consisting of all charges incurred) 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. We may suggest that ****************** follow up with the credit card provider in this regard.

  
  

  Customer response

  07/09/2024

   
  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 **** still think the business is trying to scam customers by making it so difficult to cancel during the trial period, and they're hiding their scam tactics behind a mountain of verbiage. However, I did receive the "courtesy" refund and will not pursue this any further.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am trying to cancel my subscription to Metrofax. They have recently raised prices again. I can't log on to my account -- it says there are technical problems. I tried going through their online web page to cancel but can't navigate all the pages to cancel so that it actually works. I have a monthly subscription free of approximately $12 per month right now -- it was recently raised.

  Business response

  06/27/2024

  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.
  

  ****************** Metrofax account has remained active as data shows no record of **************** 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 ****************** Metrofax account has been 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.
  

  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a free trial and cancelled the service next day. The faxes never went through and I cancelled a trial. In two days I found out tgat I was charged 2 times by 10$. The cancellation policy said that I have to cancel by 06/08/2024 with no charge. Also the plan included 100 pages i bound and outbound. The fax did not go through and the company refused to give me a quantity of pages . Also they charged me 20$ for nothing even if my trial did not end and I cancelled the service next day. I want to get a refund because this company looks like scam.

  Business response

  06/21/2024

  Records show that ************************* signed up for a MyFax account online on June 6, 2024, with a monthly subscription rate of $12.00 that included 100 inbound fax pages and 100 outbound fax pages and a 3 Day Free Trial period with a trial period that would end on June 9, 2024, when billing for monthly service fees would commence.
  

  The outbound activity logs for ************************** MyFax account show that the equivalent of 193 billable fax pages were sent or attempted from the MyFax account during the trial period; the cumulative total of the outbound fax pages were in excess of the included 100 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.
  

  And although a refund was found not to be applicable in this matter, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $20.00 (consisting of all charges incurred) has been issued to the affected credit card. The collection ID number for the reimbursement was ********* and the reflection of the funds onto ************************** account is dependent on the credit card provider.  We may suggest that she follow up with the credit card provider in this regard.
  

  The MyFax customer agreement (************************************************) makes clear, via Section 2 (Service Usage Terms) of the customer agreement, that faxes sent in excess of the customers outbound page limit are charged at the applicable per-page rate listed at the MyFax 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 MyFax 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). 
  

  The MyFax customer agreement also makes clear, via Section 15.f. (Charges: Usage) 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 MyFax 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; further explaining that upon termination or cancellation of services any remaining portion of the customers Usage Prepay Amount would be forfeited and non-refundable.
  

  Data shows that there were no reported issues that would have affected ************************** MyFax account and records indicate that her MyFax account was fully functional and working properly.
  

  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.
  

  MyFax policies and procedures were made clear to her when ************************* signed up for the MyFax account online.
  

  As is standard with many online subscription services, MyFax customer agreement 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 $12.00 monthly charge. By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The MyFax 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.

  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  3/14/24 I spoke with ***************************** an eFax sales rep. I explained to her I was looking for a fax service to port my 1800 number. Being a small business owner of 3 I shared that we don't do a lot of faxing and I was looking to see if eFax was a good fit. I was reassured that they could port my number and provide me services. Being new to the process eFax gave me a temporary number until my number ported. The challenge was eFax could not get my number ported and it dragged out for over the time frame I was told it would do so. I received my first bill for $79.14 (April 9) and I contacted the ***** to let her know I should not be charged. The response I got back was you were given a temporary number until you had your ported number. I shared that I didn't ask for this and would have preferred my services started when I knew I had my 1800 ported. I requested my services to be cancelled because I received several emails stating the issue was due to an address (May 22) so the port was delayed then I get this bill (April 9). Response to my email was to contact *****. Reached out to ***** and I was told by another rep ****** to email ************************************ No one called to talk to me this was all done through email. In my attempt to cancel, eFax was still sending me invoices. It is now June and I am getting another invoice. During this time I moved on and purchased SRFax through consensus (paid the entire year) because ****** **************************************** who talked to me on the phone was exceptional in promoting this product. He did tell me he would look into the Efax matter but no follow through. I tried to close this out but the ongoing invoices is proving that my request has not been heard. I need this to stop and be resolved.

  Business response

  06/27/2024

  After receiving this complaint, Consensus Office of the President investigated and reviewed the matter with the appropriate departments and based on the merits of the case a credit memo of $159.10, consisting of all charges incurred for the eFax Corporate account, has been submitted to the Consensus ****************** for processing and a refund will be issued to the affected credit card shortly. The reflection of the funds onto the account is dependent on the credit card provider and we ask ****************** to please allow for at least 5 to 10 business for that reflection.
  

  We apologize for any less than satisfactory experience and misunderstanding as well as any inconvenience caused and thank ****************** for her patience and understanding.
  

  We are also taking the reported experience and feedback under advisement and further reviewed by the appropriate departments to see that we take the necessary steps to improve the customer support process and experience.
  

  
  

  Customer response

  06/27/2024

   
  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 for responding and also looking for better ways to support the consumer.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a senior citizen with limited skills with technology. On May 15, ******************************************************** order to send one fax. The person assisting me tried numerous times but couldn't get my fax sent. I had to go to *** store to send my fax. Later I noticed that my credit card was charged $18.99 on May 22nd. Immediately after seeing that charge (on May 31st) I canceled this service. They have refused to refund my $18.99 even though they can see I never used service.

  Business response

  06/13/2024

  Records show ******************************* signed up for an eFax account online on May 15, 2024, with a monthly subscription rate of $18.99 and a 7 Day Free Trial period that ended on May 22, 2024, when billing for monthly service fees commenced.
  

  The eFax 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 eFax 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.
  

  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 ************ and the eFax site (************************************) and online Contact page (*******************************************) have the telephone numbers posted, 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 eFax 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. Wooldridges eFax account had remained active and accrued charges accordingly as data shows no record of ************************ submitting a cancellation request through the above-provided channels and completing the companys cancellation and verification procedures prior to June 4, 2024, when data shows that ************************ had contacted eFax support, via telephone, requesting to cancel her account.  The account was closed as requested, billing ceased immediately, and an email confirmation, containing the cancellation number *********, was sent to ************************ (at the registered contact email address on file for her account) on June 5, 2024. 
  

  The eFax customer agreement (*************************************************** ) makes clear, via Section 16 (Charges) of the customer agreement, 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 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 would not affect charges submitted before the company reasonably could act on such notice; explaining 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.
  

  A refund was found not to be applicable in this matter, nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, a refund of $18.99 (consisting of all charges incurred) has been issued to the affected credit card.  The collection ID number for the reimbursement was ********* and the reflection of the funds onto the account is dependent on the credit card provider.  We may suggest that ************************ follow up with the credit card provider in this regard.
  

  eFax policies and procedures were made clear to ************************ when she signed up for an eFax account online.
  

  As is standard with many online subscription services, the eFax 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 eFax customer agreement and must confirm that they have read and agreed by checking the I agree to the Customer Agreement and Private Policy. I understand in order to send faxes, I need to verify my email first. 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 after .....  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 acknowledgement checkboxes field checked.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a scam. There is no way to reach anyone in customer service. Ive been trying to cancel my account since November. If you email their support, you will get a blanket email back automatically. It will give you information on how to cancel on the website but this function does not work. It will tell you that there is a chat function for Support and that is actually not true. if you call the Support number, it is a message saying they no longer provide support over the phone. I finally called the sales number and someone picked up immediately. He pretended he didnt hear me when I said hello. Then he kept acting like he didnt know, what I was talking about, like he doesnt even have a business or anything. He literally is gaslighting you like you are not even calling a company. Ive been getting charges from MyFax Since last November that Ive been trying to cancel. At this point, I need to contact my credit card company to report them as a fraud.

  Business response

  05/30/2024

  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 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 known issues that would have affected ********************** ability to use the online Cancel My Account when the account was in current billing standing or to reach a live MyFax Customer Support Representative via online chat while the was active and other MyFax subscribers have been able to successfully use the online Cancel My Account link and / or reach MyFax support via online chat during the same time.
  

  ********************** MyFax account had remained active and accrued charges accordingly as data shows no record of ********************* submitting a cancellation request through the above provided channels and completing the companys cancellation and verification procedures while the account was active.
  

  Customer contact records do show that as a courtesy, and in this case only, that MyFax support had accepted an improperly submitted cancellation request from *************************** received via social media on May 22, 2024, and closed the account as requested, billing ceased immediately and an email confirmation, containing the cancellation number ********* was sent to her (at the contact email address on file for the account) on May 23, 2024.
  

  As an additional courtesy, data shows that the eFax representative assisting with the closure of eFax account on May 22, 2024, had also submitted a refund request of $28.95 (consisting 2 monthly service fee and 1 late fee) on ********************** behalf and billing records show that the refund of $28.95 was issued to the affected credit card on May 24, 2024.  The collection ID number for the reimbursement was ********* and the reflection of the funds onto ********************** account is dependent on the credit card provider. We may suggest that *************************** follow up with the credit card provider in this regard.

  An additional refund was found not to be applicable in this matter, nevertheless, as an additional courtesy and in the interest of a mutually satisfactory resolution, an additional refund of $79.80 (consisting of 5 monthly service fees and 4 late fees) will be issued to *************************** via refund and sent via postal mail to the address provided within the BBB matter for ***************************; we ask that *************************** please allow 2 4 weeks for delivery.
  

  Added with the previously provided refund of $29.85 issued on May 24, 2024, *************************** has received refunds totaling $108.75 and consisting of all charges incurred.
  

  While we appreciate *************************** position, MyFax policies and procedures were made clear to her when she signed up for a MyFax account online.
  

  As is standard with many online subscription services, the MyFax 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 automatic renewal terms above, including the $12.00 monthly charge.  By clicking Start Trial, I agree to the Customer Agreement and Privacy Policy box before the account can be activated.  The MyFax sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have emailed Metrofax 3 times requesting that my account (#********** be canceled and that they stop withdrawing from my account. The first time was December 8, 2023 when I found out the account was being charged and caused my bank account to go in the overdraft. I paid the overdraft fees and sent an email to cancel the subscription because there is no way for you to cancel it yourself manually on their website. I called and could not speak with anyone who could/would assist me. I left several emails and still no responses. As of last week, I noticed more overdraft fees on my account (not used frequently account) that should have had at least $200.00 in the account. Come to find out, Metrofax was still attempting to draft my account despite my previous emails. Each month a draft was attempted, I was charged $36.00 per transaction. Metrofaxed attempted 4 drafts again since January. Their company is sending me emails stating they are attempted to draft my account despite me sending emails to cancel my subscription. No one will return my call or respond to my email but I am still getting notices from them for the attempt to withdraft. I canceled my Metrofax account last year in 2023 but yet you have been continually charging my account under my name ******** ******************* I asked that my debit card information be removed manually by customer service since there is no way to remove it manually on our own. If you review my account, you will see that no services have been used for over 2 years. As of today, your company has still been attempting to collect payment on my bank account which has caused me to collect multiple NSF charges. I am asking someone to please reach out to me to assistance and refund my account. I have filed an affidavit with my bank account for recovery of these bank fees and to investigate Metrofax.

  Business response

  05/09/2024

  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.
  

  And although our customer contact records show that ******************** had submitted an email to Metrofax Support on December 8, 2023, requesting to cancel her account; a response from Metrofax support was sent to her 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 *******************************************
  

  ********************** Metrofax account had remained active and accrued charges accordingly as data shows no record of ******************** 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 ********************** Metrofax account has been 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.
  

  And although a refund was found not to be applicable in this matter, as an additional courtesy and in the interest of a mutually satisfactory resolution, the company has retroactively applied the date (December 8, 2023) of ********************** email as the intended cancellation date for her Metrofax account and have issued a refund of $52.75 (consisting of 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. We may suggest that ******************** follow up with the credit card provider in this regard.
  

  Please note that Consensus is not responsible for charges incurred by third parties, such as financial institutions, and cannot provide refunds for charges that Consensus did not directly process.  In some cases, financial institutions have been known to reverse overdraft fees when the affected charge has been refunded by the merchant.  We suggest that ******************** contact her financial institution for consideration for a reversal of the overdraft fee.
  

  While we appreciate ************************ position, Metrofax policies and procedures were made clear to her when she signed up for an 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 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.

*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. ↩