Cocofax

I got a basic Cocofax plan to be able to fax my sensitive documents for security clearance to a security office. It seemed easier than figuring out how to password encrypt an email to a group. The security office confirmed that it worked and that the faxes looked clear and good. Woo! Once I was done, I no longer needed faxes.

About a week after confirming that everything was good with the security office, I went ahead and canceled Cocofax. I had to go to the profile section and go to billing. I knew this would be a headache by the fact that "Cancel Plan" is the faintest shade of gray possible, and they bury it. No only do you have to do a survey, but if it times out, it stops. They also give misleading confirmation headers in the textbox even though you do not get a unsubscribed message.

At the end of the unsubscribe, you get a notification that you will be contacted to end your subscription from customer service. Well, I did not get contacted. Also, I just want to unsubscribe. It should be as simple as... canceling the plan? Why does a human need to be involved? Regardless, I was not contacted.

And I got billed again. So, despite not needing this service, and despite canceling, I have been billed.

I included a screenshot showing all my communications with Cocofax for everyone to reference. I went back into the site to get some screenshots for you all, and what do you know? I am marked as subscribed with autorenew in a month (August), and have to "start the process over" so I took the opportunity to get more screenshots of the experience of trying to unsubscribe from Cocofax.

If they actually do follow up, I will edit this review, but I am fairly certain that I will have to take this up with Capital One. I am not sure how else to end subscriptions that do not "let" you unsubscribe.