MetroFax

My company has a number of accounts with them, a few with credits that I tried to apply to open balances. I was told I couldn't, so I asked that a check be sent to me for the accounts with credits and was told they couldn't. But yet when I asked what happens to the credits when we close our account I was told they would refund the amount. I received notices of discontinuation of service via email with a phone number in the body of the email, but when you call it there is a message that they don't offer phone support! I went back and forth with customer service and was basically hung up on in the chat. This has gone on for a couple of months with me emailing and using the chat function. I can't wait until we cancel our service.

Efax was getting too expensive so I looked into cheaper alternatives. Metrofax was the one we went with because of the low cost to set up (zero) and low monthly fees if we do not use it very much. It is also very useful for us to be able to schedule faxes for when we know businesses are going to be open, a feature that is not on all efaxing solutions. It was also simple to upload a csv file of contacts so we could make the switch from efax easily.

They kept on trying to charge my debit card even after I canceled online. Then I guess they kept on trying to charge the monthly service I don't use and charge me late fees a month which cost more than the monthly fee. I have used them over the years and I have never incurred a late fee. Plus, in the past, they do stop or suspend you service if they don't collect the payment. How in the world would these people try to charge my debit $40.25 after a 4 months of non usage, which I also canceled a few months ago. They refuse to refund my account. I am now trying to file a claim with my debit card company.

I cancelled my account within the free trial. The fax I needed it for and used it for worked just fine. I contacted the company to cancel the service prior to the trial ending, instead of cancelling it they sent me a template email informing me of the process within the dashboard. I followed the process exactly. There is no confirmation number, it only vauguely states that they are working on it. I happen to see this company on my credit card bill, looks like they have been charging me for months even though I cancelled. Spoke to them today, along with the same process of email and dashboard. Same non-confirmation message. The chat agent did nothing to help, and stated that they could not refund me as it was an active service. I explained that I cancelled months ago, to which they would not and did not help or offer any sort of support for the scamming me out of $40. Shady shady shady.

DEFINITELY, STAY AWAY!
I had spoken to customer service total pages of incoming faxes were 1,642 and out coming were 402 pages. Free 1 month trial was given started Jan 16,2019. However if you continue after free trial, they charge $10.00 2 weeks before billing due date and additional $7.95 per 500 pages. Consecutively charges $10.00 continues for every 3 -5 days. Per customer service said $ 10.00 is minimum charge per credit card transaction. So False from Capital One Credit Card. I purchase $3.00 dollar coffee Transaction goes through. Total amount Metrofax charged me $ 67.95 a little over of 40 days of used including 30 days free trial. Which is not free. THEY ARE CHARGING AHEAD OF TIME AND CLAIMS ANY EXTRA CREDIT WILL BE CREDIT TOWARD THE NEXT, MONTHS SERVICE. This is TOTAL BOGUS WORLD WIDE FAX SERVICE BUSINESS.

I spoke to customer service today. For a company that advertises no contracts, they have regularly billed me over 110 for the past year because they "didn't get a call to cancel"
I have a terminal illness. The help desk although sounding sympathetic, is not empowered to issue even a dime refund. WE SENT 1 FAX in that 30 day trial period a year ago.
PLEASE if you are a Lawyer/Attorney and reading this, THIS COMPANY IS WORTHY OF EXPLORING A CLASS ACTION LAW SUIT! They have advertised no contracts, but are acting as if this is a contract. Should be worth a few hundred million on behalf of all of us.

Anyone who thinks that they can have a service business with NO PHONE SUPPORT is crazy. I waited for 'Chat' for half an hour before it hung up on me. My issue is technical and there is no option on their email issues options to allow me to communicate the problem.

I have been using Metrofax for the past couple of years, and loved it! Then, last month they suddenly changed the entire operating platform and it has been nothing but a nightmare. You can no longer group your contacts, and I actually had to go through and redo all of them, since it was all jumbled. You can no longer schedule faxes. There are not multiple cover page options, like there were before, and that are still advertised on Metrofax reviews. I've also run into caller i.d. issues, where two of my stores now show up as "Unknown" when they would display the phone number before. Metrofax insists it is an issue on the senders end. Starting last week, every time someone tries to fax me, they get an error message on their end, but the fax comes through just fine on my end. This causes people to send a fax multiple times, using up the number of available pages in my allotment. I will be finding a new provider very soon. Do yourself a favor and don't waste your time on Metrofax. A company whose praises I once sang has become nothing but a nightmare.

My significant other was injured in February and I thought it would be beneficial to have an inexpensive method of faxing documents to the work comp insurer. My son found Metrofax for me and worked at setting up the account in addition to assisting with making my home accessible for a person with a disability. I have not logged into the account since late spring. I just spent nearly an hour on the phone with Metrofax, first with Matt in customer service, then with Denis, employee #7423, who stated he was Matt supervisor. I have attempted to cancel my service several times over the last several months by both written letters via postal service and also by an email in September. While they did not show a record of the letters, they did show a record, by their own admission, of the email requesting cancellation yet they continued to charge my credit card. They FINALLY agreed to cancel service today but refused to provide a refund for unauthorized charges since last September. Denis also refused to provide the name of position of his supervisor for me to write a letter in addition to refusing to either transfer me to his supervisor or even check if the supervisor would take the phone call. I will be providing details of this totally unsatisfactory experience on every internet review website, my own personal friends and business associates, the attorney general offices in each state, the Better Business Bureau, and any other consumer protection agency that is recommended. $32 just bought this company a lot. My advice, stay away from them!

I have three fax lines in my business to in my office one in my home why would I sign up for this company call them told me that I need to provide my credit card number for them to stop service I have 12 cards with me do not know which one they use call in a credit card companies in the morning filing fraud charges against them saying I signed up on the internet of course they're out of California this is nothing but a lying stealing company

Do not fall into the trap of this, once I had chosen this- I was not able to cancel it from their website and they kept on charging me.

I have had a fax line for almost 3 years now. It's been relatively problem free in that period of time, but the troubles came when it was time to cancel - following their FAQ to cancel the account from login, brought up a screen that says I needed to chat with a representative. Sounds easy enough - except no chat boxes open up. Tried a difference browser, same thing. Tried emailing *******@metrofax.com - I get a canned message back. Tried calling their support number (on the credit card bill), it's been removed and it's just a recording, asking you to get into the chat. Emailed again saying I couldn't get in the chat, and got the same canned message back. I finally opened the link through my phone and the chat window pops up! I was first in line, and after 25 minutes of waiting, I'm almost about to give up and someone comes on!

Bottom line is, if part of their business model is to make it so difficult you to get support that you give up on cancelling your account, be careful giving them a credit card that has an expiry date far into the future.

No support at all. None. No human beings. No response to emails. No phone number to call. All of my faxes have been failing for SPF reasons. They have standard answers that are not answers at all. I paid an IT company to research and they found a valid SPF file. I went through my email service and they said the same. I emailed metrofax at least 3 times in the last 3 weeks. Just automated responses. I tried to chat with a human on their website and they are NOT in America, may not be a human at all. The chat bot made me enter my name, fax number, email address and phone number, not once, not twice but 3 times! And still no help but cut and pasted info about SPF errors. No human assistance at all. I sent them the IT email and response from my email service and they told me to check with my email carrier, completely ignoring the email response that I just gave them! Horrible. RUN, do not walk. Get out and don't use this company. They will NOT serve you and your business. Absolutely the worst. When I told them I was going to find a new service, they just ended the chat. They didn't care.

I have been attempted to cancel my "subscription". Used the online cancellation instructions but received an email saying I could not cancel online, and I am required to cancel only through their "Online Chat" which does not work. Tried on both my phone and laptop with the same results. Finally found a number to call through my bank, but MetroFax is not longer providing live support. In my view MetroFax is a dishonest company with no way to cancel service. I recommend never doing business with MetroFax. Reading the Company's response to negative reviews is like a broken record. Nothing gets resolved, just do not care, MetroFax has your money.
**********UPDATE***********
1 Feb 2021: Sent email to "Fiona M" as she requested. Company has not responded, acknowledged or cancelled my account per my verified request. Next step I have taken has been to prepare a complaint with the Federal Trade Commission, Federal Communication Commission, California Attorney General and the FBI to investigate if MetroFax is committing credit card and wire fraud.

Despite stating in a welcome email that they have phone support, they do not. Only chat. The wait for a rep is on average 30 minutes. Once you are connected you have only a short window to respond or they will disconnect you and you have to get back in the queue. Once you interact with your rep you have to contend with your rep multitasking multiple chats at once. Once they write to you you will soon be warned that the chat will end if you don't respond quickly. So you have to sit attentively in the queue without wandering from your computer (there is no sound alert for the queue). I have tried multiple times to cancel and have been unable to do so. Either the online system didn't allow me or the rep claimed I could not successfully verify the credit card on file (I only have 2 and they said it wasn't either of them). On top of all this I have now been on hold or chatting for over an hour and for the last 10 minutes I have been unable to send any messages. The chat window is up but nothing is showing when I enter a message. So it seems I was disconnected and will have to start all over. The rep did not read what I and written as was evident in their responses being inaccurate based on info I gave them. One more not so little thing: they assigned me a fax number already belonging to someone else. So I have recently been receiving faxes intended for a medical office with confidential patient information. This whole thing is ridiculous. Please learn from my bad choice and never do business with MetroFax.

Do not do business with them! They will make sure to get money from you and not return it. It is very difficult to try and cancel. They will use every dirty tactic to take your money!