MetroFax

***Edited to say, after pushing for next level support I was finally given a telephone number and reached a 2nd level customer service rep who adjusted my account as requested. I think that the 1st level of reps don't know how to handle questions that are not within the script, and there seems to be a language barrier with some as well. Probably best to ask for next level of support right off the bat. Raised by review by a start since they resolved my issue.

**Original review.
I do not recommend dealing with this company on any level. It required multiple chats and phone calls to obtain basic information related to my account. Even after this, I was given incorrect information by their customer service reps which resulted in inaccurate charges and Metrofax refused to make any adjustments to the account from the charges resulting from their own incompetent customer service. Please do not do business with this company.

I have been using MetroFax for about 6 months now, and in December I noticed they attempted to charge me a late fee. This did not make sense to me because I have my credit card to be automatically charged on the due date. I called customer service and told him I wanted to see proof of where they attempted to charge my card and was denied by my bank. The customer service rep then told me that he would refund the late fee. Two months later, I see another late fee for the same thing. Again, I called customer service stated this does not make sense. I have had this same card for over 10 years, have plenty of money on the card, and have NEVER had a problem with using this card. I again asked to be emailed proof where there was an attempt to bill my card and denial by the bank. The lady then stated she could not provide me that information and that I must call and talk with the manager during business hours. I most definitely will be calling tomorrow and will likely be cancelling business with MetroFax. I have had no problems with sending or receiving faxes therefore I am sad to cancel, but I will not be charged for late fees and taken advantage of. I am so very disappointed with this company.

Update: I called my bank asking if MetroFax had attempted to withdraw money on Dec 19th and Feb 19th and they stated MetroFax had attempted to withdraw the money, but the expiration date entered was incorrect therefore the payment was denied. This is the same card they have had on file since I began service with them. I called MetroFax asking to speak with a manager, who I never reached because the lady continued to request that I speak with her about my issue. We verified that they had my correct expiration date on file. She could not tell me why the mistake occurred, but told me she would refund the late fee. I asked her how we could be sure that this did not happen again, and she stated it is an issue that happens with some accounts. This to me is completely unacceptable. She then told me about a year subscription that I could purchase to prevent being charged a late fee monthly if the card is denied, or that I could call my bank and tell them this charge will be occurring monthly to prevent any denial. It is just too bad that as a customer needing this service I have to be worried about whether or not I will be taken advantage of. I have lost trust in this company in regards to billing, and will be monitoring my bill very closely every month. Unfortunately, changing a fax number is not an easy process for my business, but if this continues to happen, I will definitely have to change.

Decent performance; poor customer service; VERY difficult to cancel!

I forgot about my subscription, and let it run 6 months more than needed. But when I tried to cancel, it got difficult:

1. It's nearly impossible to find information on the website about cancelling.
2. Once you do, the information you find (8/8/16) is WRONG.
3. When you call, customer service refuses to accept cancellation and started to explain some complex method of doing so.

At that point, I went into my hostile mode, started recording the conversation, threatened BBB and fraud reporting and DEMANDED immediate cancellation.

What's ironic is that, I would have reused the service in few months, if they'd made it easy to cancel!

The service works well just beware if you ever want to leave them and they provided your fax# to you. You cannot port your number over to another provider. Big problem for any business. Have to print new stationary cards etc.

Buyer Beware: Several years ago, metrofax was a great service adn would allow custom cover sheets. This is no longer true. They were taken over by j2 global which moved them to their inferior efax platform.
Other things you should consider before going with metrofax. They automatically charge your credit card for another year if you are on the annual plan, and notify you after the fact. They also will not port any number they assign to another service, thus you either remain with them or have the expense of changing your fax number with all your clients. Both of these are spelled out in their contract, but are reasons to avoid this service.