eFax 30 Day Trial - E-Mail Cancellation Not Accepted! ***Resolved***

[nuclearshark]

Hi there,

 

I registered for a 30 day trial with eFax as I needed the ability to fax some PDF Documents to the HMRC.

 

I had alot of trouble with the program and instead tried another online product which worked instantly.

 

Consquently I dropped eFax an email stating my desire to cease the trial with immediate effect and close down the account (I was still on the 3rd day by this point)

 

I had an email back from eFax which was a rather obnoxious marketing email with various offers, a very weak apology and the insistence that I phone them to cancel.

 

Rather bemused by this I sent a rather snotty email back stating that I wished to keep the matter in writing, wouldn't be phoning them and purely so there was no margin for dispute on the cancellation (I've been stung on that before)

 

Anyway I received an email back saying my written cancellation was unacceptable as I needed to verify security details with them (Considering the offensive sales pitch in the first email I have fears that should I phone I'll get a sales pitch down my throat for half an hour, something I don't particularly have the time for)

 

The last email I sent to them I confirmed all the details I had given them on the initial signup forms and the last 4 digits of the card number used. I also stated that I was removing their authority to charge my credit card and any attempts to do so would be deemed unauthorised and chargebacks would be made etc. Finally I stated I would not be making verbal contact over the account, that I had a right to keep things in writing and that they 'will' honor the request.

 

Since then I have had no return correspondence and I have yet to receive my MasterCard Statement.

 

My question overall is would you say I've acted correctly? (Open to constructive criticism of course) and am I correct in everything I've explained. Should they card my Credit Card it would be good to know where I stand after the Chargeback has been made.

 

Thanks for your time!

 

Nuke

[rebel11]

Hi nuclear

 

The reason why they want you to ring, is so that they can retain your custom, persuade you to stay with them. Customer retention. Your under minding their business model by your actions. You've written to them many times, regardless of what it says in their T & C's, you've given them appropriate notice, I can't see what they can do. Write to your bank informing of the situation, so they can't say they haven't been told. Check your statements when you get them.

[citizenB]

Presumably this was set up online/email - therefore your cancellation method is acceptable. I doubt they would get anywhere if they attempted to push this further.

 

As rebel advises - ensure your bank is aware this company has not authority to dip into your account and keep an eye on your bank statements.

[nuclearshark]

Thank you both, I'll send a fax to my bank now (how ironic!)

 

I was pretty sure that I had acted correctly - Just wanted some reassurance!

 

I'll update when I get my statements in a few weeks on progress.

 

Have a Good Easter

[ericsbrother]

yup, just cancel the payment authority and then you dont have to worry about what they say.

[nuclearshark]

Just to update this thread.

 

My statements finally arrived and the did charge my credit card...! :x :x

 

As such I phoned HSBC immediately and referred them to my previous correspondence. After a 53 minute phonecall where I ended up having to quote FCA Guidelines I was given the Chargeback with the funds entered back into my account immediately.

 

I also requested that my account be monitored to block J2 EFAX attempting further transactions on my account.

 

Can't say I didn't warn them...

 

I have emailed them again and told them this must stop immediately and that I will not be phoning them as per my last however many emails.

 

Guns firmly stuck to, locked, loaded and safety disengaged

 

Will update as time goes on. I am considering drafting an email to Trading Standards now

 

Anyone think it's worth doing?

[rebel11]

Hi nuclearshark

 

Well Done.

 

Definitely worth doing.

 

'I am considering drafting an email to Trading Standards now

Anyone think it's worth doing?'

[nuclearshark]

Hi Rebel,

 

Many thanks. The plot thickens in that the parent company J2 Global is based in Ireland, So instead I made a complaint to CISAS online: http://www.cisas.org.uk

 

I attached the correspondence with eFax and my Bank over this whole affair and can only wait to see if they take up the complaint.

 

In the form I also requested £60.00 compensation (Which I don't expect to receive, but don't ask don't get) with the following reason for claim: As an IT Manager I deem £60.00 a very reasonable amount for 1 hour of my time. The phone call to my bank lasted for 53 minutes alone and a further hour has been spent writing emails to the company. Being both realistic and reasonable, I will seek for only 1 hour of my time @ £60.00.

 

Anyone else I should make 'aware' about this little cofuffle?

 

Warm Regards,

 

Nuke

[rebel11]

£60 seems reasonable, Trading Standards are the right people to deal with them.

 

Hi Rebel,

 

Many thanks. The plot thickens in that the parent company J2 Global is based in Ireland, So instead I made a complaint to CISAS online: http://www.cisas.org.uk

 

I attached the correspondence with eFax and my Bank over this whole affair and can only wait to see if they take up the complaint.

 

In the form I also requested £60.00 compensation (Which I don't expect to receive, but don't ask don't get) with the following reason for claim: As an IT Manager I deem £60.00 a very reasonable amount for 1 hour of my time. The phone call to my bank lasted for 53 minutes alone and a further hour has been spent writing emails to the company. Being both realistic and reasonable, I will seek for only 1 hour of my time @ £60.00.

 

Anyone else I should make 'aware' about this little cofuffle?

 

Warm Regards,

 

Nuke

[nuclearshark]

Just to update. I had a response from CISAS and they have taken on the complaint. Now just waiting for eFax to acknowledge and respond to CISAS which is stated as on or before the 26th June 2014.

 

Will keep you all posted

[nuclearshark]

Well although I have not received a response from the Ombudsman (CISAS)... Guess what dropped into my Inbox 20 minutes ago:

 

 

 

I thought I would add the marketing bit in, just to show how obnoxious it really is... An 0870 Number and real "in your face this, that and the other"

 

Having complained to CISAS who took on the complaint immediately and requested eFax version of events. Something tells me they finally researched and now understand what a valid cancellation notice is...!

 

Seems like good progress to me so far, so many thanks for everyone's help here.

 

I will post the response from CISAS when I get it and also whether I am awarded the requested compensation for a complete closure

 

Warm Regards,

 

Nuke

[rebel11]

Thanks for letting us know.

[citizenB]

Pleased to hear that you have now pretty much sorted this. Will be interesting to hear if you do recieve any compensation

[nuclearshark]

Just a further update. CISAS have given eFax until the 14th July 2014 to respond as eFax did not receive the initial papers from the CISAS... For a company specialising in Global Communications... That is very ironic

 

So maybe it was the charge-backs that did it and not the CISAS complaint...

 

Will keep you guys posted. But I think the matter is getting to as good as closed.

[nuclearshark]

OK I have had a response from CISAS and eFax today.

 

They have AGREED to pay me the requested £60 compensation and have provided confirmation that both my account and the matter is closed!!

 

See below:

 

 

Frankly I am amazed!!

 

An excellent result and just goes to show what happens when you stick to your guns and follow the complaints procedures until getting to the point someone realises they're heading for trouble!!

 

Many thanks for all who inputed to this thread. It was hugely appreciated! Will definitely be keeping my small monthly donation to the site ongoing!

 

Site Team: Please amend the topic accordingly as resolved

Edited July 11, 2014 by nuclearshark
Added IMG Link

[rebel11]

Well Done nuclearshark.