Fax.comReviews 57

I thought I signed up for a FREE TRAIL for Fax.com and I didn't fax anything just added a fax number and they CHARGED me 19.98 DOLLARS. I signed up for free trail and did not fax anything out and they CHARGED ME! Unbelievable!. I immediately canceled my account via chat with Fax.com. They sent me an email confirmation and hopefully I won't get charged after the account cancellation as others have written they still have been charged..

The interface is clunky and would take more time than it's worth to get used to. Small font can't be changed. Unreliable service, particularly sending fax via email. Worst of all, trying to cancel is a chore. First you have to hunt around to even find the right page that gives the cancel option. After that you jump through hoop after heep furniishing ID information and in the end the cancellation is not completed but you are transferred to live chat.

Wait for live chat to start. Explained I wanted to cancel my account. Reply was I was connected to sales and they needed to transfer me to support. Get support and go through all the same questions again plus a few more. And then... instead of canceling they makes a sales pitch to keep me as a customer. I had to be firm and insistent almost to the point of rudeness to shut down that process and get them to agree to cancel.

Waste of time.

Live Assistance Chat
Status: Connected
Cjones: Hi, my name is Cjones. How may I help you?

Me: Please cancel my account

Cjones: You have reached the sales team
Please stay online while I transfer you to support.
Cjones has disconnected.

Bran: Hi, my name is Bran. How may I help you?

Me: Please cancel my account

Bran: I am glad to help you. Could you please provide me your fax number and the last 4 digits of the credit card on file for verification?

Me: xxxxxxxxxx
Me: I dont remember which credit card I used.

Bran: You can login to your online account, click on billing and under update credit card information you can find the last 4 digits.

Me: Please stand by. I am logged in. Will retrieve the number.

Bran: Sure.

Me: I dont see any tab or menu item marked billing.
Me: I found settings and it has all my infor but nothing about the credit card.
Me: Here is the page i am on
Me: https://secure.fax.com/MyAccount.serv

Bran: Just a moment.
Bran: No worries.
Bran: Could you please provide me the email address and zip code on file for verification?

Me: *******@xxxxxx.xxx xxxxx-xxxx

Bran: Thank you for providing your information. Please give me a moment while I pull up your account.
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

Me: 1

Bran: We'd like to keep your business, I can offer you a discounted monthly fee of $2.95 per month.
Bran: This plan includes 20 pages monthly and extra pages are just 25 cents each. There is no contract and you may cancel anytime. Shall I switch you to this savings plan?

Me: No thank you. PLease just cancel the account. I need to get going. Can we please wrap this up.

Bran: The monthly fee is $2.95 and you can also use it as a backup number. Please remember once this number is closed this offer won't be available.
Bran: Your number will be reassigned and you will no longer have access to any new faxes sent to you at this number. Would you like to keep your number active with the discounted rate?

Me: Brandon, I appreciate you're being a good salesman but there is nothing you can offer me to change my miind. PLEASE just cancel the account now.

Bran: OK, I will go ahead and cancel your account.
An e-mail confirming that your account has been canceled will be sent to your registered e-mail address. Is there anything else I may assist you with?

Me: No. That's all I needed. Thank you.

Bran: Thank you for contacting online Fax support. I hope you found our session helpful. Goodbye and take care.
Bran has disconnected.
Ected.

The chat feature on their website was broken in mid-2015. It said that I must submit a support ticket (which basically just generates an email) to request to cancel. Another charge and over a month later, I received a response stating that I must use the chat feature on their website in order to cancel. I tried 3 different web browsers on both a mac and a PC and the cancellation chat feature was still broken. I emailed them again requesting to cancel, along with screenshots of their broken website. No reply. Here we are about 7 months later and I am still being billed. I called the phone number on their website and spoke with a representative. I explained the situation and requested that they cancel my account immediately. The rep offered me many retention discounts in order to stay... which I emphatically declined. I requested to speak with a manager after ten minutes of this and was told I would receive a call back. I'm not holding my breath. The worst part... the rep accused me of lying and saying that if I had emailed in requesting to cancel, the account would have been cancelled. I have an email saved in which they refused to cancel my service through email and insisted that I use the broken chat feature.

I faxed a document several times to a health insurance company that they never received. I sent an email to customer service asking them to cancel account last May & now 10 months later I realized they were still charging my account. They got my email but did not cancel. They said that I had to cancel over the phone or via chat on their site because a hacker might access my email and send the cancellation (yeah because that is what hackers want to do!) I told him a hacker could hack and pose as me via chat too so their policy is ridiculous. They won't refund me... I'm furious

I was 29 weeks pregnant and needed to find a new obstetrician. Every doctors office I called wanted me to fax a copy of my medical records. I did not have a fax machine at home so I signed up for fax.com. All of the messages said the faxes were sent. However, when I called the doctor's offices the next day to confirm that they received them, they had not. So my experience with fax.com was that their service didn't work. The faxes did not send. And they send you a confirmation email saying the fax did send. I ended up having to go to Staples and pay $66 to send the faxes. I called to cancel the same day. Hopefully they don't keep charging me like the other reviews state as I only had the service for 1 day during the free trial.

After canceling my account fax.com took $9.99 from my bank account. I immediately called and was told it was not reactivated. I was sent another cancellation email and a case#. Also, stated I would be refunded a prorated daily amount. As I called within min... this should be the full 9.99. Instead, 3.5. Hours later, I recieved another email thanking me for updating my information and reactivating my account. I again immediately called customer service and was placed on hold well over an hour and a half ago. I am still currently on hold in fact, and continue to take screen shots of my hold time for the fraud report it looks like I will be having to file.

For 3 years, I was a very happy customer of UnityFax, which was taken over by Fax.com. After the transition, Fax.com pulled my fax number and dropped my account. It took me a long time to find out what happened, but they accused me of fraud. The credit card I had was compromised and so I changed credit cards and missed them when I was doing my updates. Okay, I missed one other company, too, who contacted me and we got the situation resolved quite easily. Fax.com accused me of fraud and gave away the fax number I had used for years and had printed on marketing material. On top of that, it took almost an hour to finally reach a person at the support line in India and that person refused to talk to me because I didn't have the old credit card number to verify my identity.

I had to send a fax a while back so I signed up for a fax.com and later cancelled it, that was at least 5 months ago and I just saw on my credit card statement that I have been getting charged as though I have a monthly account. I called twice to cancel and they don't have any such account on file and say they can do nothing except have me write an email to their credit dept. INFURIATING!

This site is a scam they say free trial but then make you sign up with a credo card. It is hard and confusing to cancel. Then they keep billing you.

I thought I had successfully canceled the account. Then it turns out you have to call or have a live chat to complete the cancelation process. When I asked for a refund they told me they had no refund policy. When I asked to lodge a complaint they said they had no compliant procedure.

I asked their customer service staff to change the cancelation policy, and they agreed. But have done nothing towards those ends.

Ripoff.

Stay away!

Interface is meh, took multiple attempts to get one fax through.

But the real nightmare begins when you want to cancel.

1. Don't email them. I made the mistake of not reading their FAQ and instead sent them a friendly email requesting my account be terminated. They did not respond, account was not canceled.

2. Cancellation path online is a total time sink and does not result in your account being canceled.

I read their FAQ and went to the link as instructed. I felt stupid for a moment, I should have just gone to this link previously instead of sending an email... haha silly me, assuming it would be that simple. After you click the link and login, you are taken to a page where you have to initiate a Live Chat session to cancel.
This was during normal business hours (US time) on a Wednesday, no indication that no one was actually manning the live chat. Just sat on, "please wait for the next representative to help you..." Left the Live Chat session open for 1 hour while working on other stuff, never received a response.

3. Finally, I called. Clicked through the menu, selected the option to cancel my account. It told me to go to the same URL I had already sat on for 1 hour and hung up on me.

4. Called back, took a different path through the automated menu, was on hold for about 15 minutes, finally got someone. By this time I was extremely angry and expressed this in a respectful manner to the CS rep. She couldn't care less. I requested a refund for my last charge based on the poor experience and 2 previous attempts to cancel, the rep told me that was impossible and she could not issue refunds for past charges. She then proceeded to read an up-sell script to me, you've got to be kidding, right? Finally, I was on hold for an additional 7 minutes while she deactivated my account. The entire call took over 30 minutes.