eFax customer disservice, part 1
My wife, Carole, had been using an eFax account for a few years, but decided to it just wasn’t worth continuing. She asked me to cancel it for her, since I was the one who set it up in the first place. Sounds easy, right? Of course not.
Step 1: Try to go through the Web site. Result: Failure.
After browsing to their Web site, I logged into the account, with her e-mail address and PIN, and look all around for “cancel” options. There were none. So, I did a search on their online help under the word cancel, and here’s what they say:
How to Cancel your eFax Account
If you are considering cancelling your eFax account because you are having a problem using the service, keep in mind that the solutions to many common problems can be found in this “Help” section.
If our online help is insufficient or you wish to cancel your eFax account for another reason, please click the blue “Chat Now” button below or click HERE and a Customer Service representative will assist you. Please note that your account should not be considered cancelled until so confirmed by Customer Service.
Step 2: Contact via e-mail. Result: Failure.
Not wanting to telephone or chat, I decided to send them an e-mail, which I did from my wife’s account. It was hard to find an e-mail address, by the way; there’s none listed under their “contact us” tab. Finally, I found one: email hidden; JavaScript is required, and wrote a simple message: “Please cancel my account
I received a response back from a guy who signed himself Alvin F., but whose return e-mail address was CS – Tier 1 – India (Email), who replied,
In order to cancel your account, please contact us at 1-323-817-3205,
or by visiting our Live Chat service, at
https://www.efax.com/en/efax/twa/page/chat where a Customer Service
representative will assist you in the cancellation process. We are
available 24 hours a day, 7 days a week.
Not interested in doing a phone call, I (feeling slightly annoyed), decided to try their chat line. See the transcript in Part 2.