Friday, January 02, 2009

Efax or Ef*cks? Easy to Join. Impossible to leave

I wanted to discontinue my eFax account. I used it three times at $15/month. It was easy sign-up but impossible to leave. Their website suggests calling a number that vaguely looks like a UK number. I tried the US office and called that. The automated system suggested that I go to www.efax.com/cancel. So, I did. That spawned a chat session. The cancellation process was couched as a "review of my request"-- like they could turn down my request to stop using their services? Then I got into a long chat where they tried to keep my account open-- just in case--

Welcome to chat.
The session has been accepted.
{Frank D.} Hello, Mike. Welcome to j2 Global's online support. I am Frank, your Online Live Support Representative. How are you doing today?
{Mike DeWolfe} I am cancelling my eFax account: eFax Number:
1-2X0-483-6X4X
effective as of now. I will put in a note to my credit card company to refuse charges from eFax
{Frank D.} You can have it cancel via this chat session anytime you wish to. Do you wish to discontinue your service today?
{Mike DeWolfe} I wish to discontinue the service today
{Frank D.} I'm sorry to hear that you wish to cancel. Could you please provide me your PIN for verification?
{Mike DeWolfe} XXXXXX
{Frank D.} 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
{Mike DeWolfe} 4) Short term project completed
{Frank D.} Thank you for waiting. I have located and verified your account in our records.
{Frank D.} Mike, 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. Only usage charges are applicable for sending faxes if any. 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 CAD$14.99 for the next 2 billing cycles.
{Frank D.} Your eFax account will be credited with CAD$29.98 so that you may utilize our services without being billed our monthly fee for the next two billing cycles.
{Frank D.} 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 that be preferable?
{Mike DeWolfe} Thank you-- I do want to cancel my account, effective as of now. I will put in a note to my credit card company to refuse charges from eFax
{Frank D.} Just to confirm. Do you wish to avail the above offer?
{Mike DeWolfe} I do not. I do want to cancel my account, effective as of now.
{Frank D.} Mike, I completely understand your wish to discontinue, since you have paid for the current month, you can 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. If however, you still feel that you do not have any use for our services by the end of the two months credit period, then you can always contact us back anytime.
{Frank D.} As a good will gesture, 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).
{Frank D.} At the end of the 2 months credit period, you can get back to us immediately without any further obligation to stay back. We are available 24 hours a day and 7 days a week. Please feel free to contact us at any time. We will immediately process your request.
{Mike DeWolfe} Thank you.
{Frank D.} That's Great.
{Frank D.} I am sure that you will have a great experience with eFax & your account will remain open untill we hear from you. Only usage charges are applicable for sending faxes if any.
{Frank D.} Is there anything else I can assist you with at this time?
{Mike DeWolfe} I WANT TO CLOSE MY ACCOUNT. Please do that immediately.
{Frank D.} All right, as per your wish, I will close your account right now. We are sorry that you have decided to leave eFax, we are continuously improving our products and services but if your faxing needs do change in the future, we would be more than happy to have you back. Please do consider us if your faxing needs change in the future. Thank you for being with us and for using our service.
{Frank D.} Is there anything else I can assist you with at this time?
{Mike DeWolfe} No, I have contacted my credit card company and they will return any future charges from eFax, J2, etc. So, we're good.

1 comment:

Rick Morgan said...

I successfully closed an efax account. I think..... ;) You have to call and be very persuasive about it.

Tell them they are not going to talk you out it and that you have read on message boards, just like this one, about problems attempting to cancel your account. When they tell you that it will take a few days to close the account, tell them that you are not getting off the phone until they do.

PUT FORTH JUST AS MUCH ENERGY TO CANCEL YOUR ACCOUNT AS THEY DO TO TRY AND KEEP YOU FROM DOING IT!!

I just tried to log in to my account before posting this thread. And WA! LA! it says "ERROR: PHONE NUMBER NOT FOUND"

THATS HOW YA DO IT!!