EFax.com terminated my 4 year old account WITHOUT notification! After MONTHS of (supposedly) errant 'suspension' warnings, THAT I WAS TOLD TO IGNORE, I failed to receive several private, confidential fax communciations with proprietary information and pricing. After submitting a 'trouble' ticket. I was notified that my account was closed OVER TWO WEEKS AGO!
WITHOUT notification/warning and today, 26-27 July the number is STILL active (probably recirculated) and any all communications from EVERYONE who has my fax number, numbering in the hundreds, are still going to go there...
BIG PROBLEM 1) for me, obviously 2) for them, too. We ARE going to 'share' this 'pain'. I've filed an 'Internet Related' complaint with the NY Attorney General, Elliot Spitzer, and now, letting everyone here know:
EFax.com has breached our agreement by cancelling me without notification and is probably STILL allowing private confiential information to go to another user with my old number.
There ARE other alternatives out there: (ROR redacted competitor's names) name a few.
Do NOT 'trust' these guys to provide acceptable levels of competent customer service, especially Chad S. And Amy E..
See emails below, documenting the problem, including my efforts to make sure that the was NOT any problems... BIG PROBLEM, i assumed they knew what the h*l they were doing/how to read a screen.
NYS AG Eliot Spitzer
EFax terminated my fax account (928. Xxx xxxx) without notifying me. AFTER i was told to "just ignore" repeated suspension messages, and, that everything "was fine" with my account.
I have had faxes with private, confidential data get routed to whomever they reassigned my number to, after they cancelled me WITHOUT notification on 10 July.
Below is my correspondence to/from them, including one of the 'suspension events' that i chronicled in email on 18 and 19 March.
I fear that i am not the only one that is experiencing this and private data is winding up in the wrong hands because they aren't 'on top of their game', or just don't care.
Help if you can
Ken xxxxxxxxxxxx
518. Xxx xxxx
AMY E., et al
So, that's that? No final notice. No 'take backs', you just 'close me' WITHOUT any written (email or otherwise) notification? The fax/phone number is STILL active, so without any feedback from my boss and/or testing it myself i wouldn't have known private, confidential data is going to someone else. Privacy/data protection' just happens to be a particularly sensitive issue for our SAG here in NY, Eliot Spitzer, maybe you've heard (or will hear) of him?
(ROR redacted link for security purposes)
Amaze me, show me where in chad's response where i was asked to upgrade or alerted that my account was in danger of being closed!
Reiterating, I'd received several 'notices' of 'suspensions' over several months, and, i either called/or in this case emailed, to find out what was 'wrong' - ONLY TO BE TOLD TO IGNORE THE MESSAGE (S), EVERYTHING WAS 'FINE'.!
Looks to me like you can't read your own screens and I get to 'pay' for it. Nice work. Chad S. And Amy E. Btw, love that anonymity 'thing', MIST be due to all the 'excellent' (not) customer service you are (not) providing. Fill out a survey to tell you 'how you are doing', be serious. I'm gonna ROOF TOP 'SCREAM' how you are NOT doing.
And, I'll GLADLY take my needs to a competitive site and PAY those folks, and, make a point of proving that old axiom about 'negative feedback getting broadcast more than 10X positive comments, coming soon to a consumer website NEAR EVERYONE (http://usacomplaints.com/reports/default2030.htm) some pointed commentary regarding your customer service 'skills' and my recommendation that they go to an alternative: (ROR redacted competitor's name) If you've already recycled my fax number and private confidential information has found it's way into the hands of someone else, you've got a
Dear Ken,
Thank you for contacting eFax Customer Support.
Please note that as per our records you had been registered with eFax Free service which is fully active and fully operational.
Sincerely,
Chad S.
EFax Customer Support
OS - eFax wrote:
Dear Ken,
Thank you for contacting eFax Customer Support. We apologize for the inconvenience caused to you.
Please note that you had received a reply from Chad S. On 19 March when your account was active. There was a suspension on your account and we had asked you to upgrade the account. Since you took no action on the account suspension, your account was closed on 7/10.
Sincerely,
- Amy E.
EFax Customer Support
How are we doing? Please take a moment to fill out a quick survey. The survey is located at the following URL: (RORredacted link for security purposes)
Thanks!
Do let us know!
Original Message
From: Ken xxxxxxx
(kenxxxxxxxxxxxxxxx)
Date: Wednesday, July 26 10:11 PM
To: TOS - eFax (tos@mail. Efax.com)
Cc: freecompliance@mail. Efax.com (freecompliance@mail. Efax.com); sales@mail. Efax.com (sales@mail. Efax.com)
Subject: CSR false assurances about my account - Chad S.
Please note that as per our records your free account had been closed from 7/10.
Figures... You guys close my account AND don't bother to notify me after WEEKS of multiple 'false' messages (during which time i received faxes) that i was ASSURED were 'no problem', and/or 'a mistake' (see MAR 19 follow up from Chad S.):
Now this after months of 'warning' email messages - that i was told to "ignore" such as this one and my reply for clarification:
Subject: suspended? Or, not?
Date: Sat, 18 Mar 20:04: 46 -0500
From: Ken xxxxxxxxxxx
Reply-To: kenxxxxxxxxxxx
To: freecompliance@mail. Efax.com
Why am i (ken xxxxxxx eFax 928. Xxx xxxx) getting this message?
I got a message a week ago that said i was going to be suspended, i wrote and call the the. 8349 toll free and was assured that it wasn't in danger of suspension and to 'ignore' the message, now this:
Attention - your eFax Free account has been suspended.
Dear Ken,
Your account has been suspended and your eFax number 1xxxxxxxxxx is no longer accepting faxes.
Click here to immediately reactivate your account.
To reactivate by phone, call (866) 218-8349 from 5 AM to 8PM PST, Monday through Friday, and 8 AM to 5 PM PST Saturday and Sunday. Outside the U.S. & Canada: Call 1 (323) 817-3207.
I called, again, and was told my account wasn't even coming up. I channeled back through the sign in page, which still allowed me in, I reviewed my account info and profile and was allowed access so..
What's going on?!
Ken
eFax 928 xxx xxxx
Subject: ' suspended? Or, not?
Date: Sun, 19 Mar 02:49: 48 -0800
From: Free Compliance - eFax
To: kenxxxxxxxxxxxxxxxxx
Dear Ken,
Thank you for contacting eFax Customer Support.
Please note that as per our records you had been registered with eFax Free service which is fully active and fully operational.
Sincerely,
Chad S.
EFax Customer Support
This SUCKS!
I want someone to review the contact record (s). I emailed and called several times, EACH time being assured that the 'warning' was "nothing to worry about... Ignore it... Everything looks fine..."
And, follow up AND reinstate the SAME Number.
I'm waiting
Ken xxxxxxxxxx
OS - eFax wrote:
Dear Ken,
Please note that as per our records your free account had been closed from 7/10.
Your account has been suspended due to our inability to send sanctioned 3rd party advertisements to the contact e-mail address provided for your account.
EFax uses 3rd party advertisements to support eFax Free accounts. If we are unable to send these advertisements to your contact e-mail address, we can no longer provide you with free service.
One of three things occurred to stop advertisements from being successfully delivered to your e-mail address.
1. One or more of our advertisements were reported as an unsolicited message (spam).
2. Your e-mail provider bounced 20 or more messages from eFax.
3. A link at the bottom of one of the eFax advertisements was clicked requesting that we cease sending you advertisements and requesting the termination of your Free service. The link stated If you wish to opt out of third party advertising, you may upgrade to an eFax Plus account. Or you may unsubscribe and close your eFax Free account.
Sincerely,
- Chad S.
EFax Customer Support
Thanks!
Do let us know!
Original Message
From: Ken xxxxxxxxxxxx
(kennethxxxxx@xxxxxxxxxxxxx)
Date: Wednesday, July 26 01:09 PM
To: sales@mail. Efax.com (sales@mail. Efax.com)
Subject: where are my eFaxes going?
My boss has tried to fax me 3X today
I went to a friend's place of business and faxed a single page to myself and i didn't receive that page either.
There was 'dial tone' on my number: 928. Xxx xxxx
where are the faxes going!?
I tried to log in and apparently have forgotten sign in and/or original email too. (thought it was orxxxxx@xxxxxxxxxxx) help
Kenneth
Ticonderoga, New York
U.S.A.
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