Amy Dolinsky P.
Fine for a while, but cancelling was a ridiculous hassle that raises my suspicions
ANOTHER edit, one day later, after the last reply: efax, Read my full review please. Your reply does not address what most of my review is about. You've got potential, efax! Just please be thorough, read carefully, and make improvements that are relevant to the feedback you receive. Here's an edit after they responded 6 MONTHS after posting this: efax, read my review again. You're missing the point of what I'm saying. The problem isn't what was "offered," it's that was was "offered" didn't work! See original review, which still applies: eFax was fine for me when I ran my business & required fax services every so often. Even though I thought it was a bit pricey for the archaic online interface, it did what I needed. Then I just didn't need it anymore. So I clicked on "cancel my account." A popup came up that said my request couldn't be completed online (i took several screenshots of multiple attempts, even after clearing history, cache, dif browsers, etc.) and that I needed to use the Live Chat. So I did. Then the chatbot just told me to go to the Billing section of my account online and click cancel. Well, I did that, and that's what directed me to the Chat! So I explained the problem, but then the chatbot stopped responding and no live chat operator picked up the chat. At all. After over an hour. (All the while I'm on hold with their 800 number because the other options aren't working.) I also sent an email to their support on Dec. 28. It's Jan 22, and no response yet. Not even a confirmation of receipt. I FINALLY was on hold long enough to reach a live person, and said I wished to cancel. They offered me a bunch of extras and asked if I would consider keeping my service if I could get 2 months free and one of those extra options. I said no. THEN... they tell me that I have an "old version" of an efax account and that I can get the annual account for 70% LESS than what I've been paying for a few years! So they're essentially telling me I've been paying more than I needed to for who knows how long, without any notification that I could be getting the same perks for less money. Yet they told this to me as if it would make me want to reconsider cancelling! I kept declining and the rep finally agreed to cancel my account and gave me a conf number. Then proceeded to ask if I'd be interested in voice services! No, thank you, I am wary of using this company again because of how many hoops I had to jump through to cancel. They say it's easy to cancel online or through email or chat... (I've read their responses to these reviews). Well it would be, if those options worked, or I'd get responses! Please eFax, bring your business into the 21st century. Tend to your customers' concerns. Listen to what they actually want, and don't lead them on wild goose chases when all they want to do is cancel their account because they don't fax much anymore.
Response from eFaxJan 25, 2021
Thank you for your feedback Amy, Our service prices and plans available to our service are subject to change and unfortunately, this is not something that we can change directly. We will provide you with our most current plans available when requested and will notify you with new plans available if you are still interested. We have many changes made with our service and now have a number of new plans available from monthly, quarterly, semi-annual and annual plans. As we offer an international service, our marketing team is working hard on making cost effective plans for our new, current and previous customers. Should you wish to reconsider our service, we would be happy to assist you in providing you the most convenient plan for you that is available with our services. please feel free to message us anytime at [email protected] for more information. Many Thanks, Stay safe and healthy, eFax Support Team