SCOTTSDALE, ARIZONA -- I've had the worst experience with Nextiva's online fax service. I signed up for a free trial. Upon signing up, I did NOT receive a confirmation email with my temporary password. I had to click on the "forgot my password" link in the login section of the Nextiva website in order to have their system send the password to my email address.
Second, I decided to use MetroFax instead of Nextiva due to their ease of use and ability to send 79 page faxes (I had also signed up for a free trial for MetroFax at the same time that I signed up for the free trial with Nextiva). I attempted to send a cancellation email to Nextiva, and the email was returned to me as having "failed to send". I called their customer support to try to cancel the account via phone, and the representative (Jerome) stated the account could only be cancelled via email. I asked him if he could remain on the phone with me while I attempted to resend the email via a different email service provider, and he rudely scolded me, "I CAN'T WAIT ON THE PHONE FOR 24-48 HOURS WHILE THE CANCELLATION IS PROCESSED." All I asked was for him to remain on the phone while I resend the email from another email provider to determine if the "failure to send" issue was on my side or their side.
In the end, I was eventually able to send the email.
Based on my experience with Jerome from Nextiva's customer service department, I would never sign up with any service provided by Nextiva. They have an incompetent, untrained staff. Nextiva's policy states in writing that the customer can either call or write an email to their customer support. Yet, when I called, I was told that the only option available was cancellation via email. I do not like this lack of understanding of policy amongst their customer service representatives. And I certainly do not like being treated with utter rudeness and disregard.
The event that commenced by downhill experience with Nextiva is them not providing me with a confirmation email immediately after signing up for their free trial. When I tried to sign into the account, I had to click on "forgot password," to retrieve the password that should have been sent to me after my initial registration.
In addition, I was sorely disappointed with the customer service I received when attempting to cancel my free trial. I kept receiving error messages and "failure to send" messages from my email's service provider when I tried to email my cancellation notice to Nextiva's customer care department. Nextiva also states in writing on their website that you can call their customer service department to cancel an account with them. When I called, I spoke to an extremely rude customer service representative, Jerome, who stated the only way I could cancel my service was via email. I asked if there was any other way I could cancel, including via fax. He said no. Eventually, I used another email service provider, and the cancellation notice sent successfully.
What I found insulting is that Nextiva states you can (1) email or (2) call to cancel an account. Yet, when I called, I was told I could only email. Why explicitly state two options, yet only verbally state that one is available?