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Fax.com

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Billing traps
Posted by on
Rating: 1/51
CALIFORNIA -- Fax.com has an annual plan that charges you without billing in advance:

"If you subscribed for the Services for a fixed number of months (e. g., an annual plan or multi-month plan), your pre-paid fees are payable in advance and are COMPLETELY NON-REFUNDABLE. In addition, your pre-paid fee for the designated period immediately following your pre-paid period will be PRE-AUTHORIZED AGAINST YOUR CREDIT CARD OR DEBIT CARD LIMIT and will be immediately charged to your credit or debit card, without further authorization from you, upon the expiration of such pre-paid period, unless you provide prior notice (in accordance with the Company's cancellation and verification procedures, as may be established by the Company from time to time in its sole discretion) that you have terminated this authorization. Such notice will not affect charges submitted before the Company reasonably could act on your notice. "

So there is no advance notification that the charges are coming and if you don't give them enough notice, tough luck. They can charge you without authorization and you cannot revoke or get a refund. This is a TRAP!!! That's what happened to me. It shows that this company is run by crooks who trap their customers. Stay Away!!
     
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Fax.com? Fraud.com is more like it!
Posted by on
HOLLYWOOD, CALIFORNIA -- I canceled this account two days after signing up. I received the confirmation email. I deleted said email as I thought all was good and done.
Now, two months later, I start getting charged. I wrote to them and they sent a letter threatening to send me to collections and report to credit agencies even though I had not visited the site or used the service! They say that unless I can provide the email the charge is valid. My fault for trusting them and deleting the email but should I have to deal with threats given the fact that I have not used the account and therefore it should be obvious that I speak the truth? Even from just a customer service (what's that??) point of view, was a threat the proper way to respond????? STAY AWAY! By a fax machine at Staples for $19!! If they choose to refund the charge and close the account without further inconvenience from me, I will update this review.
     
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User Replies:

Anonymous on 2009-12-01:
Totally your fault!
Skye on 2009-12-01:
Why did you cancel the account, 2 days after opening it?? Buyers remorse.

Not using the account, doesn't prove you actually cancelled it. You should have just printed out the email cancellation confirmation for your own records.
jm on 2013-03-18:
Geez I hope you all get updates from this post. I cancelled within the 30 day trial period, made a screen print of the cancellation page (never got a confirmation email) and got charged for the following 3 months as I don't inspect my bank statements. 3 charges all after proof of my cancellation. First they said they had no record of my cancellation. Then when I sent them the screen shot (that showed the date/time) they agreed to cancel my account but REFUSED TO REFUND THE THREE CHARGES THAT TOOK PLACE AFTER THE CANCELLATION!!! Crooks.
bill on 2013-11-11:
they lack customer support, on several occasions I could not upload or send faxes and I would not get responses to my request in either a timely fashion or with any actual help. The email would simply state I can attach xyz document or I can send there is no problem. I would provide screen shots and times of the incidents to help identify challenges with no avail.

When I finally got fed up and told them to cancel my account they decided to listen to this request in a record making time frame and cancelled the account, seemed like a spiteful move from the small shop sitting on the end of support.

Well I'm glad I moved and haven't been happier since.
Slimjim on 2009-12-01:
From what I got, the poster did cancel the account by notification and received a confirmation of said cancellation. Outside of not being a pack rat like me and saving every email, I can't see any fault at all on the poster. The company acknowledge the cancellation, and now down the road, have built a bill and are threatening collections.
Skye on 2009-12-01:
I just think the op should have printed his cancellation confirmation for his own records. Would of taken 2 seconds. Something as important as an email confirmation cancellation from a company, should always be printed and saved, so something like this doesn't happen. Now the op has no proof but his word, and they sent him to collections.
JR in Orlando on 2009-12-01:
I have life insurance, but still get a benefit even if I am still alive. Sign up for a fax service and you have the ability to fax when you need to, even if you haven't used it. That is why non-use is not a sign of cancellation.

Pay the bill. Accept responsibility for not keeping the paperwork showing it was canceled. Learn from your mistake, and don't make it again. Life is too short for these kinds of battles.
Anonymous on 2009-12-01:
Once again the customer is blamed for the malfeasance of a business. Amazing. Regardless I would never do business with this shady company.
JR in Orlando on 2009-12-01:
Whose blaming the customer for the malfeasance of a business? Quit simply the customer had in his hands proof from the company that he had canceled the service and he in effect threw it away, tossed it, got rid of it.

Now when a dispute comes up with the company, who probably has thousands of customers, he has no evidence to support his position. It is his word against theirs. By his willful failure to keep documentation, he made what would be an easily proved matter into one which is much more difficult to resolve. That is his malfeasance. For that there is a cost, either in his time resolving it or in now paying it.
wld8hrt on 2009-12-02:
As I said, it is my fault for not keeping the email. And my only reason for stating the non use of the account was as a backup to my honestly having requested closure. As to why I cancelled two days later, I found it more convenient to just buy a all in one printer.
My real complaint here is that even now they won't cancel the account without my going into said account and manually canceling and then hoping for an email that I must send to them.
And why no charge for 2 months??? My understanding is that they were recently bought out by another company. It sounds to me like I just got caught in the shuffle. This alone should allow the courtesy of a benefit-of-the-doubt, kind and professional reversal of the fees. Am I really so wrong in believing that?
I will certainly be more careful next time. It would just be nice to be treated better rather than be called a liar especially since there was never any use of the account. Is that really asking too much?
truth1 on 2010-09-16:
justthefaxx and skye... Do you guys work for fax.com? The consumer had faults on his side by deleting the email but fax.com's fault is even worse. A business that sometimes loses records of consumer requests?? That's ridiculous! Is the business run by high school students?
momsey on 2010-09-16:
The very fact that a lot of companies are run badly is exactly why you need to save all evidence of transactions. It's your word against the company's that you cancelled the service. They say you didn't, you say you did. What't the right answer?
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