Efax is the worst company ever
In order to cancel your account you need to _open a chat_ with a customer service rep. I did this once, and the rep said he canceled my account but did not. Here is a transcript of my second conversation. I get the impression that reps are rewarded based on how many accounts they prevent from closing, and in some cases, they apply the credit anyway to improve their "rescue rate".
Welcome to chat.
| The session has been accepted. |
| {Victor R.} | Hello, Scott. Welcome to j2 Global online support. I am Victor, your online Live Support Representative. How may I assist you? |
| {Scott Brown} | I'd like to cancel my account |
| {Victor R.} | I am sorry to hear that you wish to cancel. Can you please provide me with your Fax number and PIN for verification? |
| {Scott Brown} | (redacted) |
| {Scott Brown} | (redacted) |
| {Victor R.} | Thank you for providing your information. Please give me a moment while I go through your records. In the meantime, please type the number corresponding to your reason for cancellation: 1) Moving to another provider 2) Bought a Fax machine 3) Business or role changed 4) Short term project completed 5) Financial reasons 6) Problems with Faxing or Billing 7) Dissatisfied with Quality of service 8) Too Costly |
| {Scott Brown} | 1,6,7,8 |
| {Victor R.} | Is there any particular problems you have with faxing or billing or with with quality of service ? Is it some aspect of the service, which you are not familiar with, or is there any problem with the service? |
| {Scott Brown} | It's the attitude of the company generally. The fact that I need to open a customer service chat with you just to cancel is indicative of a company that cares more about squeezing every last penny from their customers than customer convenience. |
| {Victor R.} | I truly apologize for the inconvenience caused. |
| {Victor R.} | Scott, I understand that currently you do not need the service. In the current situation, we will waive off the monthly fee for two months. This way you will be able to keep your account, which will enable you to send and receive faxes. You will also be able to use all of our services and re-evaluate it for your faxing needs. During this period, you will not be charged any monthly fee. We are suggesting this so that you can give it a second thought, as you will not be paying $16.95 for the next 2 billing cycles. |
| {Victor R.} | Your eFax account will be credited with $33.90 so that you may utilize our services without being billed our monthly fee for the next two billing cycles. |
| {Victor R.} | Since you will not be charged any monthly fee for the next two months you could keep the number till then. If at all you find that you need our services during this period, then you will still have the account. If however, you still feel that you do not have any use for our services by the end of this two months credit period, then you can always contact us back anytime. Would you like that? |
| {Scott Brown} | No thank you. This is the second time I've tried to cancel my account through this service, and I've had enough. |
| {Victor R.} | I completely understand your wish to discontinue, I suggest you to retain this number at least till the end of two months credit offer as you will not be charged any monthly fee for the two months. In case of any contingency, it could prove to be quite handy. |
| {Victor R.} | As a good will gesture to continue our association we will offer you an additional gift balance of $10 along with the monthly credit which will enable to send up to 100 additional fax pages free of cost(per page per minute within US & Canada). |
| {Victor R.} | If you do not wish to continue beyond this waiver period, then there is no obligation to continue. There are no contracts. We are at your service, round the clock, 24 hours a day, 7 days a week. All you would need to do is, contact us just once, anytime during this credit period to re-confirm your decision. |
| {Scott Brown} | Victor, this is precisely the attitude that makes me want to quit. I want to cancel my account. You are wasting my time. |
