"Summary: Horrible/Outdated Policies. We now know there are much better faxing services out there from reading reviews, for much better prices, and MUCH better policies/customer service. However, we were with this company for 3 months.
Horrible Customer Service experience through chat. It was clearly communicated that I would not like to continue service, however the rep continued to try to upsell me 3 or more times (as I'm sure is their job). I dealt with a service tech labelled as "JWiggins". Instead of continuing to help resolve my situation in a way that I believe would have been beneficial to both sides, they disconnected the chat within about 30 seconds of their last response after realizing they could not upsell me (I'd written about 4 sentences and was about to send). Since they chose to not talk to me, I decided I would talk to others instead.
To anyone considering eFax, be forewarned, cancelling is difficult and designed to take up your time. I want to be fair and understand a consumers responsibility to manage their account, but this company seems designed to attempt to **** money out of clients, with a customer service rep who will end your conversation mid-sentence, and no way to cancel without being forced to hear a sales pitch first for "security reasons" (according to their help section this is why you must speak to someone to cancel). They had no problem continuing to try to sell me stuff when I kept saying no thank you, but when I wanted to repeatedly discuss my concern, my conversation was ended with these 3 messages coming all at once "I hope you are still online with me. Please send your response so I can assist you further. I am sorry we were unable to conclude.... etc etc etc. JWiggins has disconnected."
I am sure we will need faxing services again down the road. Using the service itself was intuitive and easy, and if not for this experience today, this could've been the company we returned to for the next decade or more, as we will never purchase a physical fax machine, and the Canadian Government seems to have no plans to abolish their faxing requirements. Unfortunate.
"
"I was overcharged for their system error and when I brought it to their attention they said it was my fault. I filed fraud charges with my bank and will never use them ever again!"
"We signed up for their service three months ago using the free one month trial. After about two weeks, we realised that the service was not what we needed so send an email requesting the cancelation of our account. At the end of the first month, they charged us for the following month (obviously not cancelling the account before the free trial ended). We then sent another email and a letter.
We then got charged again and have now send another letter and email as well as advising our bank we would like to charge back the charges to our credit card as they where un-authorized. Wish us luck!"
"Sorry but I can't recommend this to anyone. There is no way to contact them via email. Only answer is automatic message saying there is "high volume of queries". So they have started billing me now for their service since I was unable to cancel the 30 day free trial. There's no way to cancel the free trial since they are not replying to email. So now my bank will cancel my credit card so they can not charge it anymore. Also I will be reporting this website to police, since that is all I can do about it. I hope no one else gets scammed by these people: "j2 Cloud Services, Inc." and please avoid their services if you value customer service at all!
eFax ®, eVoice ®, Campaigner ®, FuseMail ®, KeepItSafe ® and Onebox ® are registered trademarks of j2 Cloud Services."
"eFax.com/J2 Communications' high pricing in comparison to their competitors is rivaled only by their poor customer service and vindictiveness when you attempt to leave their service. For three days efax.com refused to directly answer my questions regard closing my account and insisted my usage balance credit was "used up or something they had created" despite my providing my banking record. And when I attempted to download my messages, I could only download 2 out of several pages. And efax never responded to this problem. Then when I attempted to resolve the matter via online chat as advised, the person was not responsive and faked closure of the chat session. I reestablished the session only to have the new chat person direct me to telephone support again. Later that evening I received an email from eFax.com saying they closed the account and refunded the money. However, they never provided a download of the archived messages. And they appear destroyed.
Do NOT use this vendor. If the pricing does not take a bite out of your wallet, the poor customer service and vindictiveness if you try to leave will.
---------- 11/13/09 Follow-up
Is has been over 10 days since eFax/J2 Communications said they would refund my money within 5 to 7 days. And still no word on those archived faxes. Please do NOT use this company."
"This internet site/service is only interested in your money. They offer a FREE internet fax service that will be suspended the instant your use is outside of their "agreement" and the only way to keep your service is to upgrade to their outrageously priced plans. Their customer service is pathetic and they only want your money!
Don't waste your time."