• Report:  #1518872

Complaint Review: Nextiva -

Reported By:
Bo - Arlington, United States

United States
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I signed up for their Nextiva efax "trial" which stated it was $13.95 per month for 1,000 pages per month. After signing up I was never able to log into the faxing portal at all. So effectively I was never able to use the service and I never even sent a single fax, but Nextiva charged me almost $190 USD for a service that never even worked at all!

Then less than 2 weeks later into a one month trial, I get an email notice from them stating that my service will renew in the amount of almost $190 USD. 

So I promotely follow the link on that same email to log in to the account portal in attempt to cancel. First it wouldn't let me remove my credit card on file, only option was to add a new card. Then I don't see anyplace that allows me to cancel the service (which never even worked at all for me) and the only part in the entire console /page that had a "cancel" button simply did not work, it didn't cancel and didn't do anything at all when I clicked on it. So I clicked "continue" button right beside it believing it might take me to the next page in order to continue the cancelation, however it immediately charged me for the full amount instantly! 

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This was without my consent, and they charged me upfront for the entire year even though the service never worked and even though my intent was to actually cancel the trial!

To make matters worse, after I confirmed with my bank that I was indeed instantly charged the entire amount of $190 USD, I will STILL unable to log into the Nextiva faxing portal (even though I'm 100% sure I used the correct valid username and password combination and I tripled checked and tried many times etc) so I was locked out of a service that I was tricked into paying an entire year upfront for.... and then as a last resort and to rule it out being some kind of credentials issue I even tried to reset my password again, however the Nextiva password recovery functionality on their site itself was also broken and it would simply state that "unknown error" or something else to that effect. 

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So Nextiva stole money from me upfront without my consent and in exchange I got a trial and a fully paid for annual service that never even worked, wouldn't allow me to use the service at all nor even so much as sign in to send a fax, and all attempts of account recovery was met with no success because their sites account recovery mechanism was malfunctioning and yet they were more than trigger happy to offer a trial that had no way of cancelation and a tricky 'continue' button that misleads the user to think they were going to a cancelation screen whilst charging them immediately on the spot without any consent.  

https://vimeo.com/717492915 https://vimeo.com/717493033


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