eFax Sucks

I’ve been an eFax customer for a number of years and I’m sick and tired of them raising their rates. When I went to the site to try and cancel my service, there wasn’t an option. You really can tell a lot about a company that makes it difficult to cancel your account. When I went to search their help section, the article on ‘canceling your service’ couldn’t be found, so I contacted customer service via their online chat utility. Here’s how the conversation went:

Welcome to chat. The session has been accepted. {Dan B.}    Hello. Welcome to j2 Global online support. I am Dan, your online Live Support Representative. How may I assist you today? {me}    i would like to cancel my account please {Dan B.}    I am sorry to hear that you wish to cancel. Could you please provide me with your Fax number and PIN for verification purpose? {me}    xxx-xxx-xxxx / xxxx {Dan B.}    Thank you for providing your information. Please give me a moment while I go through your records. In the meantime, please type the number corresponding to your reason for cancellation: 1) Moving to another provider 2) Bought a Fax machine 3) Business or role changed 4) Short term project completed 5) Financial reasons 6) Problems with Faxing or Billing 7) Dissatisfied with Quality of service 8) Too Costly {me}    8 {Dan B.}    As per records you have paid for our annual subscription till 5th December '2006. I suggest you to make use of our service for sometime more so that you can receive and send any pending faxes that need to be done and you can also inform your friends and contacts them about the decision. Thereafter you can get back to us again. We are available 24 x 7. {Dan B.}    After the completion of annual period, if you feel that the fax number does not serve your purpose, you can get back to us immediately without any further obligation to stay back. We are available 24 hours a day and 7 days a week. Please feel free to contact us at any time. {me}    Can't you do something so that it cancels at the end of my term? {Dan B.}    We have provided you the date to contact us so that you can make a note in your monthly calendar and get back to us. {Dan B.}    Will that be fine with you? {me}    You've got to be kidding me. Cancel it now please. {Dan B.}    As a good will gesture I would also provide you with an additional gift usage balance of $10.00 with which you can send up to 100 pages of faxes per page per minute within US and Canada for free along with the monthly credit. {Dan B.}    After the completion of annual period, if you feel that the fax number does not serve your purpose, you can get back to us immediately without any further obligation to stay back. We are available 24 hours a day and 7 days a week. Please feel free to contact us at any time. {Dan B.}    If however, you still feel that you do not have any use for our services by the end of annual period, then you can always contact us back anytime. {me}    I'm about out of patience and I'm going to stop being polite if you don't stop trying to get me to keep my account. CANCEL MY SERVICE NOW, PLEASE. That's all. I'm not interested in anything else you have to say. {Dan B.}    Okay, I will set your account for auto close at the wend of the annual period on 12/3/2006. {me}    Oh, so you CAN do that? You just finished telling me you couldn't. {Dan B.}    Is there anything else you would like to have assistance with? {me}    You guys are nearly as bad as AOL. Trying to trap customers into staying with you. I can't wait to publish the transcript of this on the web for people to read.