Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a device directly through magicjack on June19th. Have not received it. Showing as shipped but tracking shows as never shipped. Contacted the support email last week and was told it was going to be escalated and I would be contacted. Did not receive any communications. Called support this morning and was told nothing they could do and to wait another 4-6 weeks. **** have a 30 day money back guarantee from date of purchased. Asked to cancel my order/service and refund. Was transferred to billing. After talking for 10 minutes to get them to understand was told there was a shipping delay. Told them I wanted to cancel and get a refund. After being on hold for 15 min, they came back and said I would get an email in 3-5 days with how to cancel. Asked about refund and they said it would have to be requested at a later time. Seems like a ******************. Service/device seems great but no customer service.

  Business Response

  Date: 07/15/2025

  We received the above-referenced complaint that Mr. ***** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to issue a refund as he has not received the device that he ordered.
  
  Based on Mr. ***** account review, Mr. ***** placed an order for a magicJack device on 06/19/2025. He later contacted us to inquire about the shipment status. In response, we explained that we were experiencing shipping delays and informed him that we were actively working with our shipping partner to investigate the cause. At that time, we advised him to await further updates. On 07/08/2025, ******** reached out again, indicating that he had still not received the device and requesting cancellation and a refund. Unfortunately, due to unforeseen logistical issues, there were no tracking updates available for the original shipment. To resolve this, we promptly re-shipped the device and provided a new tracking number, which we shared with Mr. ***** on 07/09/2025. Meanwhile, Mr. ***** reached BBB.
  
  In receipt of the BBB complaint, we followed up via email on 07/09/2025, to further explain the delay and clarify that the original tracking number was invalid due to the shipping issue. We provided the updated tracking number and informed Mr. ***** that the new expected delivery date was 07/12/2025. We also advised him to await delivery of the re-shipped device. However, we also informed Mr. ***** that if he still preferred to cancel the order and receive a refund, he could simply reply to our email with that request. In that case, we assured him that we would promptly process the refund and advised him to refuse delivery of the device so it could be returned to us. To help make up for the inconvenience and improve his experience, we have also offered one free month of service and encouraged him to activate the device and enjoy the intended service. However, we haven't received any response to date.Therefore, we wanted to inform ******** that for any additional help,he can reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.
  
  We apologize for the inconvenience caused and for the difficulties Mr. ***** faced.

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MagicJack tried to make a charge on my debit card with out my permission.I receive and email from my bank stating A transaction made using your ***** Fargo Debit Card was declined.... Card ending in 6023 ... Declined as newer card was sent to you. Please check for new card or call number on card. ... Transaction amount 0 USD ... Located at ************************** in ************ ************* ... Date 07/02/2025 02:07 PM US/Pacific The only reason this charge did not go though because my debit card had just expired in the last ******** MagicJack account has not been active for 5 years I am concerned that charges may have gone through that I am not aware of in the last 5 years.

  Business Response

  Date: 07/10/2025

  We received the above-referenced complaint that Mr. ****** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, not to charge anything to his payment card as his account is not active for 5 years.
  
  Based on Mr. ******* account review, we see that the subscription got deactivated on 04/09/2022. As the payment card is still active on the magicJack account and it is about to expire, a zero-validation charge has been initiated. As it was declined, ********* received an email from his associated bank. Mr. ****** called magicJack on 07/03/2025 reporting the same and our support representative explained that its a validation charge and the payment card has been deleted from the account.
  
  In receipt of the BBB complaint, we have sent a follow-up email on 07/07/2025 to Mr. ****** explaining to him that his subscription got deactivated on 04/09/2022. As the payment card is still active on the account and as it is about to expire, a zero-validation charge has been initiated. As it was declined, he was sent an email from his associated bank. We have also informed him that we have an internal billing system which runs automatically when a payment card is about to expire/expired to update the details from the bank. We will not have access to the details; it is an automatic process. We have assured him that he will not be charged. For more details we advised him to refer Section 9 of our Subscriber Agreement here **************************************************. Please note that the payment card has been deleted from his account and rest assured that he will not be charged from magicJack. For our email, we haven't received any response to date.Therefore, we wanted to inform Mr. ****** that for any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.
  
  We apologize for the inconvenience caused and for the difficulties ********* faced.

  Customer Answer

  Date: 07/10/2025

  why not contact me instead of running my payment card?

  Customer Answer

  Date: 07/10/2025

  Date Sent: 7/10/2025 10:06:49 AM
  why not contact me instead of running my payment card?

  Business Response

  Date: 07/15/2025

  In reviewing Mr. ****** complaint details, when Mr. ****** initially contacted BBB, we have already informed him that we will not have access to the account details, it is our internal billing system which runs automatically when a payment card is about to expire/expired to update the details from the bank. Hence, we would like to reiterate to Mr. ****** that we will not have access to the details to contact him directly, and it is the internal billing system which runs automatically when a payment card is about to expire/expired. Please note that the payment card has been deleted from his account and rest assured that he will not be charged from magicJack.
  
  We apologize for the inconvenience caused and for the difficulties Mr.****** **********

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23552935
  
  I am rejecting this response because:

  *****: I find your response RUDE.

  Yes, I know my payment card has been removed, I removed it after MagicJack tried to charge it.

  My bank told me the charge would have gone through if i had not updated my card.

  The question you have not answered is why would you try to Charge/update an account that has been inactive for years.

  I hear you say that you don't have access to contact me personally, but you do have access to try to charge my bank card...
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the last 2 months (and even before on a prior issue) i have established the following: this company has no intension of servicing the customers as evidenced by their phone system continuously and consistently disconnecting my calls after waiting to technical support ******* is impossible to reach them and my service issue is still unaddressed (insufficient volume on my magic jack *******

  Business Response

  Date: 07/08/2025

  We are writing in response to the complaint submitted by Mr. ****** concerning his recent experience with magicJack services.
  Mr. ****** initially submitted a *** form on June ******** reporting audio issues while using magicJack with his PC. On June ******** we sent an email providing instructions to help resolve the reported audio issue.
  On June 27, 2025, Mr. ****** responded, stating he was unable to reach us and had difficulty following the instructions provided. He requested phone assistance to help guide him through the troubleshooting steps.
  On July 3, 2025, we sent a follow-up email explaining potential causes for the audio issue, including factors such as internet system requirements, computer settings, and the possibility of using an older device.We also included basic troubleshooting steps and requested additional informationsuch as the devices serial number (to help us locate the account),the operating system being used, and any error messages encountered.Additionally, we recommended downloading and testing the magicApp to determine whether the issue persisted across platforms.
  As of today, we have not yet received a response to our follow-up email.
  To continue assisting Mr. ******* we kindly request that he reply to the latest email with the requested details. Alternatively, he may contact us directly at ***************************************including the BBB complaint ID number in the subject line for quicker handling of his concern.
  We sincerely apologize for any inconvenience Mr. ****** may have experienced and remain committed to resolving this issue as promptly as possible.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23540821
  
  I am rejecting this response because: I asked for a way to make direct contact with tech support for the reasons already stated and still believe their system routinely disconnects people on hold (without their response).
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/14/2025

  We are writing in response to the complaint submitted by Mr. ****** regarding his recent experience with magicJack services
  A follow up email was sent to Mr. ****** on July 9th,2025, asking for best call back number with date and time zone to reach him,but as of this writing, we have not received a response yet.
  We have encouraged Mr. ****** to reply to our follow-up email for further assistance or to contact us directly at ********************************************************************,including the BBB complaint ID number in the subject line for quicker resolution.
  We sincerely apologize for any inconvenience he may have experienced. We want to assure Mr. ****** that customer satisfaction is our highest priority, and we appreciate his business.

• Initial Complaint

  Date:06/20/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Magic **** for more than 10years and now that my subscription has expired they cannot find my account. All representatives give me the wrong information but they promise to follow up with emails. I ordered a new device and now going on 3weeks and no one knows anything about my order. One rep. gave me a tracking number to **** No such number with ***, they claim that it takes two weeks? The customer service is so terrible, I had no problems with the service until now

  Business Response

  Date: 06/26/2025

  We received the above-referenced complaint that Mr. ******* issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to send the device that he has ordered.
  
  Based on Mr. ******** account review, Mr. ******* ordered a new magicJack device on 06/02/2025. Mr. ******* contacted magicJack on 06/17/2025 reporting that he has not received the order or any information about the order. Our support representative checked and suggested to waiting for the package or purchasing a new device from ******* or ******, with a refund for the original order. ********** opted to wait for the shipment. Later, Mr. ******* contacted again on 06/20/2025. A follow up email has been sent to Mr. ******* explaining about the current shipment delays and also explained that we are actively working with our shipping partner to investigate the delay and identify the cause. Advised to wait for the update.
  
  In receipt of the BBB complaint, we have issued a refund of $62.90 in the form of payment used when the order was originally placed. Sent a follow up email on 06/23/2025 to Mr. ****** explaining that the refund has been issued. Advised him to allow 3-5 business days for the refund to reflect on his account. We suggested Mr. ******* to refuse the delivery or return it to the sender through his local post office, if he receives the delivery of the magicJack device. For any further assistance, ********** may reply directly to our email or contact us at ******************************************* referencing the BBB complaint ID number in the subject line for quicker resolution.
  
  We sincerely apologize for the inconvenience this situation has caused and appreciate Mr. ******* patience and understanding.

  Customer Answer

  Date: 06/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 06/26/2025

  Thank you for helping me get my refund, to date I have not received any messages from Magic ***** I did order another through ****** and have installed it, my credit card has also advised me that I will be getting a refund.

  Thank you 

• Initial Complaint

  Date:06/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a new Magic **** adapter on 5/23/2025 since the line quality has gotten extremely bad with lots of static for my home phone.I have an email that the product shipped on 5/27/2025.When I look up the *** carrier tracking it says it doesnt have possession of the package yet.I called Magic **** on 6/9/2025 to report I never received the product. They said to wait patiently.I called Magic **** on 6/18/2025 to report I never received the product and to request they send another adapter.I received an email on 6/20/2025 to wait patiently. They did NOT confirm they were sending another product.They have had more than enough time to deliver the product. Where is my product?I will call them again in the near future. ******** customer service!

  Business Response

  Date: 06/26/2025

  We received the above-referenced complaint that Mr. ****** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to send the device that he has ordered.
  
  Based on Mr. ******* account review, Mr. ****** ordered a replacement magicJack device on 05/23/2025.  Mr. ****** contacted magicJack on 06/10/2025 inquiring about the status of the order. A follow up email has been sent to ********* explaining about the current shipment delays and explained that we are actively working with our shipping partner to investigate the delay and identify the cause. Advised to wait for the update. Meanwhile, we also advised Mr. ****** to use the companion App on his mobile device to make and receive calls. ********* contacted again on 06/20/2025 inquiring about the status of the device,as we were still investigating the cause for the delay, we have asked ********* to allow a bit more time than usual for the device to arrive.
  
  
  In receipt of the BBB complaint, we have issued a refund of $40.59 in the form of payment used when the order was originally placed. Sent a follow up email on 06/23/2025 to Mr. ****** explaining that the refund has been issued. Advised him to allow 3-5 business days for the refund to reflect on his account. We suggested Mr. ****** refuse the delivery or return it to the sender through his local post office, if he receives the delivery of the magicJack device. For any further assistance, ********* may reply directly to our email or contact us at ******************************************* referencing the BBB complaint ID number in the subject line for quicker resolution.
  
  We sincerely apologize for the inconvenience this situation has caused and appreciate Mr. ****** patience and understanding.

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a Magic **** to replace my house phone system. I had placed the order via on line on May 19, 2025 at 11:40 A.M. at the total cost of $67.90. On May 20, 2025 at 10:21 A.M. I received an e-mail notifying me my order had been shipped and was on its way via ****** with the tracking number: **************************. On May 29, 2025 at approximately 11:20 A.M. I had called the Magic **** ***** number listed on their website and spoke to a woman named April to ask where my package was as ****** had never received it. She was unable to give me a satisfactory explanation and said she would bring my request to a higher authority giving me the reference # REQ-*********. After several days I made another phone call to Magic **** in the *********** and received yet another reference # REQ-*********. I have been unsuccessful in contacting anyone in *******, where their office is located. Today is June 9, 2025 and have heard nothing from this so called "reputable" company. I am unable to compress the e-mail correspondence from Magic ****.

  Business Response

  Date: 06/13/2025

  We received the above-referenced complaint that Mr. ******** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to issue a refund as he has not received the device he ordered.
  
  Based on Mr. ********* account review, Mr. ******** purchased the magicJack device on 05/19/25. Mr. ******** contacted magicJack on 05/29/25 inquiring about the device status. Our support representative informed Mr. ******** that the device is expected to arrive within 3 to 10 business days. If not received, advised to call us back. Mr. ******** later contacted magicJack on 06/03/25 to find out the status of the device. A follow up email has been sent to Mr. ******** explaining about the current shipment delays and explained that we are actively working with our shipping partner to investigate the delay and identify the cause. Advised to wait for the update. We havent received any response to the follow up email. However, Mr. ******** then contacted magicJack on 06/06/2025. While the issue is being reviewed, Mr. ******** reached BBB.
  
  In receipt of the BBB complaint, we have issued a refund of $67.90 in the form of payment used when the order was originally placed, cancelled the account and removed the payment card from the account. Sent a follow up email on 06/11/2025 to Mr. ******** explaining that the refund has been issued. Advised him to allow 3-5 business days for the refund to reflect on his account. We suggested Mr. ******** refuse the delivery or return it to the sender through his local post office, if he receives the delivery of the magicJack device.
  
  For any further assistance, Mr. ******** may reply directly to our email or contact us at ******************************************* referencing the BBB complaint ID number in the subject line for quicker resolution.
  
  We sincerely apologize for the inconvenience this situation has caused and appreciate Mr. ******** patience and understanding.
  

• Initial Complaint

  Date:06/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a replacement device end of April, didn't arrive even after 1 month very limited reply from magicjack asking for refund or replace. Finally had to go through my bank to stop charges on my credit card. Then begging of June package finally arrived. Device isn't working and now magicjack wants to charge another $25 to unlock my account because of the credit card complaint to get refunded after 1 month of waiting for lost and defective device.

  Business Response

  Date: 06/18/2025

  We received the above-referenced complaint that Mr. ******* issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to activate the magicJack device that he has received.
  
  Based on Mr. ******** account review, Mr. ******* ordered a replacement device on 04/28/2025. Mr. ******* called magicJack on 05/14/2025 inquiring about the status of the shipment. Its a Canadian shipment. Hence, we have informed Mr. ******* that generally it would take 3-4 weeks to ship the device to ******. However, due to the shipment delay, it is now taking 6-8 weeks. We advised Mr. ******* to wait while we are working with our shipping partner to investigate the delay and identify the cause. For this Mr. ******* replied stating that he really doesnt think it's going to show up and why would it sit for 6 more weeks in ******. We have assured Mr. ******* on 05/16/2025, stating that if the device is not delivered within the given time frame, we will issue a refund, so that he can purchase it from your local ******* or Best Buy store or order it from ***************************** contacted multiple times, on 05/28/2025, we have issued a refund by cancelling the device order and a follow up email has been sent to him explaining the refund and advised to return the device if ***********. Stanton filed the dispute with his bank on 05/31/2025 for the same device charges. Mr. ******* contacted again on 06/06/2025, stating that he received the device and was unable to activate it. As there is a dispute, we sent a follow up email to Mr. ******* on 06/06/2025, explaining about the restriction and the reinstatement fee of $25(plus applicable taxes & admin fees). Mr. ******* then asked why we charge $25 and asked, as he received the device, he is ready to pay for the device but not the reinstatement fee.
  
  In receipt of the BBB complaint, we have sent a follow-up email on 06/10/2025 to Mr. ******* explaining to him that a refund has already been issued on 05/28/2025. We have also explained to him that we have received a dispute from his bank about the magicJack charges in the amount of $42.69 dated 05/31/25. As a result, his magicJack account is restricted from processing any account related actions. We understand that he disputed the charge as he hasnt received the device on time. Please be informed that if he disputes a service charge through his credit card company and we are charged a chargeback fee by his credit card carrier, he will be charged a $25 fee to re-activate his account. This is in line with our Subscriber Agreement Section 8d, available at *************************************************. Considering the shipment delay, we assured him that we will remove the restriction on the account. However, as he received the device and a refund has already been issued for the device, we recommended him to send the money order for the magicJack device cost for the amount of $41.31 (USD) to magicJack, *************************************************************************************************************************************** Once the money order has been sent, we asked him to confirm back, so that we will remove the restrictions from the account and then he will be able to activate the device.
  
  Mr. ******* initially replied, stating that he is willing to pay but he wants to pay through **** and on the same day he sent another email stating that he called his bank to reverse the charges. We have explained to him that though he reverses the charges, it may take up to 45/75 days for us to get the outcome of the dispute. Hence, advised to send the money order as we will not be able to accept the **** payment. Mr. ******* replied stating that as he had already contacted his bank to reverse the charges, he no longer wants to pay for the device, and he said he will wait for the things to be settled. As an exception we have removed the restrictions from his account and advised him to provide the serial number of the ********************** device he received so that we will help in activating the device. However, we haven't received any response to date. Therefore, we wanted to inform Mr. ******* that for any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.
  
  We apologize for the inconvenience caused and for the difficulties Mr. ******* faced.

  Customer Answer

  Date: 06/22/2025

   
  Complaint: 23437616
  
  I am rejecting this response because:
  

  Still cant active device tech support said you need me to respond with the bbb complaint and the serial number of the devic to get it activated. Below is the i fo you requested

  This bbb complaint.

  Device number **************

  If you need any more info let me know.

  Visa has returned payment to magicjack June 10th per td visa.

   

   

  sincerely,

  
  *** *******

  Customer Answer

  Date: 06/26/2025

  All is good now my device has been activated, thank you, ***

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the magic subscription for several years. On 10, 2025, my subscription was automatic renewed for $50.15. ON November 5 2025 my subscription was deactivate (canceled) . never informed. my account number is/was ******************** phone number connected to this account is ************.Called several times since February , most of the times I was disconnected or the call ended without talking with someone. once I got a ticket number REQ59724214 another time I got a case number REQ059744904

  Business Response

  Date: 06/10/2025

  We received the above-referenced complaint that Ms. ********* issued to you because of her experience with magicJack. In this complaint, she wants us,magicJack, to issue a refund for the last renewal as she was unable to use the service.
  
  Based on Ms. ********** account review, Ms. ********* reactivated the device subscription on 10/10/2024 for one year and the subscription is active till 10/10/2025. The phone number ending in 1789 is a ported in phone number and it got deactivated on 11/05/2024. An email has been sent to Ms. ********* on 11/05/2024 explaining to her that the phone number associated with the account was returned to the original carrier due to prolonged inactivity. Provided steps to get a new phone number.
  Ms. ********* contacted the sales team again on 01/27/2025. Our support representative explained the status of the account and advised her to get a new phone number, but Ms. ********* was asking for a refund. Our porting supervisor reviewed and sent an email to Mr. ********* on 02/21/2025, explaining to her that the phone number was disconnected from magicJack due to non-renewal of the associated magicJack device. The expiration emails sent on 03/04/2024, reminding her to renew the devices to prevent losing the phone numbers. Unfortunately, due to prolonged inactivity, the number was permanently removed from our network and can no longer be restored. The phone number was returned to the original donor.
  
  Ms. ********* contacted magicJack again on 04/28/2025 asking us to issue a refund for the renewal. Our support representative explained her about our section 13 of the magicJack Subscriber Agreement that you agreed to when you registered the magicJack. She may terminate her use of the Services at any time,but the remaining balances will not be refunded." We havent received any reply from Ms. ********* to this email. Later Ms. ********* called us on 05/06/2025 but the call got disconnected.
  
  In receipt of the BBB complaint, as Ms. ********* does not want to get a new phone number to use the remaining subscription term, we tried issuing a refund to the card using which Ms. ********* renewed the subscription. However, the refund has failed. Hence, we have sent a follow up email to update the payment card. Ms. ********* replied to us and provided the alternate card details. Hence, we issued the refund, deactivated her account and sent a follow up email on 06/09/2025 explaining to her that the refund has been issued and advised to allow 3-5 business days for the refund to reflect on her account,also confirmed the deactivation of the account. For any additional help, she can reply to our email or directly write to us at ******************************************* including the BBB complaint ID number in the subject line.
  
  We apologize for the inconvenience caused and for the difficulties Ms. ********* faced.
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23407643
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  Re:Re: Follow up from magicJack --> Ref #[1My6i5r8sJ7Rg6aHAA]
  
  
   below is the email I received from majic **** on Jun 9, 2025, 12:51?AM (1 day ago
  
  
  
  Dear magicJack Customer,
  
  Thank you writing back to us.
  
  A refund of $50.15 has been issued to the payment card ending in 2915.
  
  Please allow 3-5 business days for the refund to reflect on your account.
  
  The credit may not show up on your physical printed statement from your bank for up to two billing cycles.
  
  
  Please be informed that your account deactivation request is now completed.
  
  We greatly value and appreciate your business. Thank you for giving us the opportunity to serve you.
  
  Should you have any questions, please let us know by replying directly to this email correspondence.
  
  Sincerely,
  magicJack Customer Support
  
  
  

  Business Response

  Date: 06/13/2025

  In reviewing Ms. ********* complaint details, when Ms. ********* initially contacted BBB asking to have a refund for the last renewal as she was unable to use the service due to the phone number being deactivated, we issued a refund on 06/09/2025,cancelled the account and sent a follow up email on the same day in which we have advised her to allow 3-5 business days for the refund to reflect on her account.
  
  Hence, we would like to reiterate to Ms. ********* that a refund of $50.15 has already been issued on 06/09/2025. As we advised, please wait for 3-5 business days for the refund to reflect on her account.

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a magic **** device from their website on 5/6.Received a tracking number on 5/8 (92612902074036513018104673)As of 5/30 I still do not have the device.Contacted them on 5/22. After over an hour of trying to get someone on the phone I finally had to call sales and pretend to be a new customer to get a real person to transfer me to billing.There is NO way to track the order on their website. There is no order number, nothing.On 5/22 they couldn't tell me why I had no device, and had to "send it to upper management" and I was supposed to get an email from them "within 3 to 5 days". I never got that email.Called them AGAIN today, and again, I was told "there was a delay, we are investigating what the delay was".I don't care what the delay was. They have my money, I do not have the device. Their customer service is intentionally designed to frustrate you until you give up trying. I now have 3 different ticket numbers which are pointless btw because they never once ask you for that when you do get a person on the phone. And the result of today's call was (after over an hour of trying to get a person on the phone) that "they will escalate my concern". They refuse to resend the device. All they keep offering is a refund, but I ordered it from them specifically so I could get the phone number before the device arrived, so now that phone number is committed to business start up documents, so I can't do a refund and get a different device somewhere else because I need THAT phone number. That is the only reason I paid them $8 to ship a device I could have gotten shipped for free from ******.

  Business Response

  Date: 06/11/2025

  We received the above-referenced complaint that Mr. ****** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to send a new device as he has not received the device he ordered.
  
  Based on Mr.Fishers account review, Mr. ****** purchased a magicJack device on 05/06/******* contacted magicJack on 05/22/2025 asking for the status update on the device tracking as he still did not receive the device. We have sent a follow up email to Mr. ****** explaining to him about the shipment delays and advised him to wait for the device to be delivered. Mr. ****** contacted again 05/30/2025 reporting that he still didnt receive the device. He also asked to take immediate action, otherwise he threatened to contact Attorney. This has been escalated to higher department. While reviewing the issue, Mr. ****** contacted BBB.
  
  In receipt of the BBB complaint, we have sent a follow-up email on 06/04/2025 to Mr. ****** explaining to him that were following up regarding the delivery of his magicJack device. As he wants the same phone number, we advised him to wait till 06/06/2025 for the device to be auto activated on the account. Once activated, we advised him to use the Companion magicApp on his mobile device.Provided the link on how to use the Companion magicApp. We have also sent another email assuring him that we will send another device and asked him to confirm the shipping address to which he wants the device to be delivered. However, we haven't received any response to date. Therefore,we wanted to inform Mr. ****** that for any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.
  
  We apologize for the inconvenience caused and for the difficulties Mr. ****** faced.

  Customer Answer

  Date: 06/11/2025

  I still have not received a single email from them that they claim they have sent, repeatedly.  They are not in spam, or the inbox.  I do not know what email address they are sending them to, or if they are sending them at all.
  
  Considering it is now 6/11, and I still have not received an email, a phone call, the device, or even tracking information, and have made THREE calls to magic ***** I would think they need to expedite this.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23397638
  
  I am rejecting this response because:
  
  I have not received a single email that they claim to have sent.  I have verified that they were not delivered to spam.  They continue to make excuses and claim they sent emails they never sent.
  
  Now, I find out through a response to the BBB complaint that they automatically activated a device that I never received on 6/6/25, nearly 5 days ago, which automatically started the 1 year subscription I paid for but do not have access to.  They assured me the last time I contacted them that I did not have to worry about cutting in to that time because it did not start until the device was activated, and then they auto activated it without my consent, thus starting the count down on a subscription I cannot use.
  
  What I want is the device I paid for, with the phone number I chose, and this supposed email correspondence they never actually sent to me delivered with the 1 year subscription I paid for IN FULL, not with a start date from some arbitrary date they decided to activate without my consent.
  
  I have been more than patient, and we are well in to 6 weeks from the time they took my money, and they continue to delay, lie about correspondence, and then cut in to time from the subscription they claimed wouldn't happen.
  
  I will not be satisfied until I have what I paid for in my hand with 1 year of service FROM THAT DAY, as was in the CONTRACT we entered into when they took my money 8 seconds after I had purchase.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/14/2025

  In reviewing Mr. ****** complaint details, when Mr. ****** initially contacted BBB, we have sent a follow up email on 06/04/2025 and on 06/05/******* this complaint as Mr. ****** confirmed that he wants us to send a new device, please be informed that a new device has been shipped and a follow up email has been sent provided the tracking details of the new shipment. Advised him to contact us once he received and activated the device so that we will add 2 free months additionally to his subscription term.
  
  Mr. ****** reported that he has not received any emails from us. Please find the attached files for the proof of the emails that we have sent to ********** Hence, we would like to inform Mr. ****** that a new device has been shipped with the tracking number ********************************** and he can check the status in ********************************************?. Please allow 510 business days for delivery.
  
  We apologize for the inconvenience caused and for the difficulties Mr. ****** faced.
  

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please, I ordered a Magic **** on 05/02/2015, on 05/05/2025 I received a tracking number. I've bee almost a month waiting for the magic **** ********** I have called three times, ticket number ******************* and today that the representative did not give a ticket number and told me they don't give refund and if I am interested I could order a magic **** over Amazon. I need my refund. She was very disrespectful. The *** tracking reflects no being in possession of the package at any time in one month. I want my refund or arrangement of shipment.

  Business Response

  Date: 05/30/2025

  We received the above-referenced complaint that Mr. ****** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to issue a refund as he has not received the device he ordered.
  
  Based on Mr. ******* account review, Mr. ****** ordered new magicJack device on 05/02/2025. Following his order, he contacted our support team regarding the status of the shipment. Due to unexpected delays in our delivery process at that time,we have sent a follow up email advising him to allow a few more days for the delivery of the shipment. Again on 05/27/2025, Mr. ****** reached the magicJack sales team,our support representative informed Mr. ****** to purchase the device from retail stores and refuse the device when received so that we can process a refund. Mr. ****** wanted either to be refunded the amount or reship another device.

  In receipt of the BBB complaint, we have issued a refund of $67.58 in the form of payment used when the order was originally placed. Sent a follow up email explaining that the refund has been issued. Advised him to allow 3-5 business days for the refund to reflect on his account. We suggested Mr. ****** to refuse the delivery or return it to the sender through his local post office, if he receives the delivery of the magicJack device.
  
  For any further assistance, Mr. ****** may reply directly to our email or contact us at ******************************************* referencing the BBB complaint ID number in the subject line for quicker resolution.

  We sincerely apologize for the inconvenience this situation has caused and appreciate Mr. ****** patience and understanding.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23383426
  
  I am rejecting this response because: I bought yesterday a magicjack device from *******. I called magick jack to activate this new equipment and inquire for my refund. I was left one hour and a half waiting for billing department and I was not trasferred at all. I have not receiced the refund yet.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/03/2025

  In reviewing Mr. ****** complaint details, when Mr. ****** initially contacted BBB reporting he has not received the device and wants to have a refund. We have issued a refund on the same day, that is on 05/29/2025, on the same payment card using which the order has been placed. We have sent a follow up email in which we have advised him to allow 3-5 business days for the refund to reflect on his account.
  
  Hence, we would like to reiterate to Mr. ****** that a refund of $67.58 has already been issued on 05/29/2025. As we advised, please wait for 3-5 business days for the refund to reflect on his account.
  
  We apologize for the inconvenience caused and for the difficulties Mr. ****** faced.