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:07/14/2023

  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.

  purchased magicjack on 05.11.23. billed my credit card on 05.12.23 in the amount of $61.42. I have never received it. I have called multiple times and have not gotten anywhere. Now, I am just put on hold and they never answer.

  Business Response

  Date: 07/24/2023

  We received the above-referenced complaint that ************** filed with you because of his experience with magicJack. In this complaint, he reports of not receiving the magicJack device.
  
  Based on Mr. ****** account review, he placed an order on May 11,2023, for the magicJack device. ************** has been contacting us since May 26,2023, to know the status of the order. Our support representatives advised ************* to check with **** he said that he had already contacted **** On June 27,2023, when ************** contacted us again, our support representative advised him to submit a missing mail search with the courier. We did not hear back from ************* until he filed the BBB complaint.
  
  In receipt of his BBB complaint, we checked the status of the magicJack device, and it shows that ************** submitted a missing mail search on June 27, 2023. Hence, we have issued a refund for $61.42 (USD) and sent a follow up email to ************** advising him that the refund has been issued and to wait for 3-5 business days for the refund to reflect on his credit card or bank account. If ************** chooses to continue with magicJack as his phone provider, we encourage him to place a new order for the magicJack device via our website,***************************************************************************, or purchase from one of our third-party vendors: **************** or Best Buy.
  
  We apologize for the inconvenience caused and for the difficulties ************** has faced. 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20320510
  
  I am rejecting this response because: I disagree with their response. I accept the fact that they have issued a refund which I have received. I simply reject the fact that they say they never heard from me again. I called and told them that it was sent back to the company. Then, I called on several occasions and I believe the call center refused to answer my calls. When put in queue it said I had 0 minutes to wait. But after waiting 5 to 10 minutes my call was never answered.  You may close this complaint. I just wanted that part clarified.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/27/2023

  We thank ************** for his feedback, and once again, we apologize for any inconvenience caused to him by not receiving the device from the postal service. 

  Customer Answer

  Date: 07/28/2023

   
  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:07/11/2023

  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.

  ACCOUNT INFORMATION:Accountid: ******** ACCOUNT NAME: ********************** BILLING ADDRESS: ************************************************************** EMAIL: ************************** I have been trying to renew my ******** phone number with MAGIC ****.I am a ******** EX *** working in ***** I NEED the number as my bank and **** need to call me for verification when I access my bank.I have been trying to renew my number since March. I have a new credit card number, at the same address as the previous card number.The MAGIC **** ******* is declining my new card number at the address There have been over 70 emails since March with my attempts to pay.MAGIC **** has offered the following solutions MANY TIMES without referring to the email thread .*** Verify my Address = I have, and sent emails and letters from the bank to verify my address. Also, It is the same address on file for my previous purchases *** verify the card is valid =I have made purchases on other sites and in person and sent copies of these sales to MAGIC **** *** Use another card = I am an expat living in ***** I can not apply for another credit card *** Use a prepaid card = there are no prepaid cards for sale in *****.I have a **** card, PAYPAL, and ******* Bank Card. I need access to this ******** number.I have prepaid for three years of service using a credit card with the same address.The service is only good IF I have a phone number. ************** refuses to fix the problem, trying to blame me. ************** refuse to refund the pre-payment.I teach computer science at a university.I have written a text book. I KNOW this is their problem.

  Business Response

  Date: 07/19/2023

  We received the above-referenced complaint that Mr. ******* filed with you because of his experience with magicJack. In this complaint, he complains of not being able to renew the ******** phone number subscription.

  Based on Mr. ******** account review, his ********************** device subscription is active until February 25, ****. Mr. ******* has a Premium ******** phone number *************** which expired on April 25, 2023. Mr.******* has been contacting us, reporting that he is unable to renew the ******** phone number and was receiving an error with the card that he was using. In further review of Mr. ********* credit card renewal history, this has always been an issue with Mr. ******** as far back as December 2021. During our email interaction with Mr. ******* dated January 10, 2022, we informed him of our acceptable forms of payment, such as *********************************** and Discover. We also extended his renewal by three months, allowing him time to send us a payment. On April 7, 2022, he renewed his ******** number for one year, which expired on April 5, 2023.
  
  Upon his recent escalation that started on March 28, 2023, we responded on March 29, 2023, advising him of the card validation error message,which shows that the payment validation failed due to a mismatch in the information provided to us when compared to the details registered with his bank. *****, we advised him to add the card to the account, which has the exact name and billing address as they appear with his bank. Knowing that this has been an ongoing issue with Mr. ******* since the forementioned dates, we have extended his ******** number subscription to keep his services active,including the renewals that have been consecutively added from May 4, 2023, to the current date of July 18, 2023.
  
  In receipt of this BBB complaint, we have sent a follow-up email to the email address ************************** , advising him to either use an alternate card or send a check payment in USD to pay the ******** Number annual renewal. Mr. ******* replied, stating that he doesnt have an alternate card; however, he can send a check payment, but it will take time. Hence, we have added another month of free phone number subscription and advised him to send a check payment in USD to pay the ******** Number annual renewal for any of the below amounts to: magicJack, LP, ************************************************************************************************
  
  12 months at $10.90,
  36 months at $32.70
  60 months at $54.50
  
  We apologize for the inconvenience caused and for the difficulties Mr. ******* has faced. We want to assure Mr. ******* that customer satisfaction is our highest priority, and we appreciate his business.

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20302617
  
  I am rejecting this response because: I complained for three months and kept getting cut and paste replies.  Magic **** never tried to solve the problem until I complained to BBB. I admit, one of the roots of the problem is that I am  in *****.  This only makes it a little complicated, not impossible.

  My concern is that BOTH my bank and **** require phone verification to allow me to access my accounts.  They will not phone outside North America.  So this number is critical to me. The pandemic has prevented me from returning to ****** since December, 2019.

  The issue last year is that **** will not send cards to *****.  The card is sent by **** to my sister in ****** then sent by courier to me in *****. Last year, the card was lost, requiring a replacement card. This takes time. 

   The issue last year and this year are not related except in one aspect ... the address for both cards are identical ... but only  one card worked, but not the replacement card ,,, That is why I know it is Magic ****** fault when one card works and the other does not but the address is the same.  

  Compounding the problem, as an ex-pat living and working in *****, I can not even apply for another credit card. There are no prepaid cards sold in *****. I have one credit card that works on every other website I tried just not Magic ****'s website. Facts I kept presenting to them but they continued to ignore and repeat the same impossible solution over and over.  
  

  The issue this year is they would not acknowledge the fact that one card works, and the other card does not work WITH IDENTICAL ADDRESSES!!! They did not try to solve the problem but insisted I do their work for them.  
  

  In the end, they offered even more ridiculous solutions. Change to a U.S. number... or send a check.  Fortunately, The vbankin *** knows me well. and was willing to send a check on my behalf. 

  I solved their problem, 

   For a $10 sale, they provided the worst service I have ever seen. 

  The response is a justification of their poor responses, to collect 10 dollars.   The amount has been paid thanks to extra help from the bank, but the bitter feeling remains.

  Sincerely,
  
  *********************

  Business Response

  Date: 07/27/2023

  In reviewing Mr. ******** complaint details, please be advised that as Mr. ******* dont have an alternate card and his current card is not being accepted because of the Zip code issue, as a one-time exception we asked to send a check payment for which he agreed and confirmed that check is on the way on July 18, 2023.

  Hence, we would like to reiterate that due to the issue with the card,we were unable to accept and process the payment. We have explained the same to Mr. ******* through our email responses. Once the payment is received, his phone number subscription will be active.

  We apologize for the inconvenience caused and for the difficulties Mr. ******* has faced. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20302617
  
  I am rejecting this response because: Only after I complained to BBB did they offer an alternative. I am fortunate that I deal with a credit Union and they know me and were willing to issue a check on my behalf..

  The company is ignoring the core of the complaint. They changed the program screening the acceptance of credit card  payment, It is their new software that rejects my Postal code.  I spent three months and over 70 email messages trying to pay and got the same cut and paste responses without any viable solution.

  The card works on other sites I used it yesterday. The address worked on MAGIC **** website until recently.  It is 100% their fault we had this problem, 
  

  A simple apology without accepting any responsibility and trying to blame me is not acceptable under any circumstances.  THREE MONTHS AND SEVENTY EMAILS!!!   I know what the problem is, but I will only fix it if they hire me. 

  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/27/2023

  They sent another copy and paste response to the BBB. I am amazed they are doing to BBB what they did to me for three months. 

  The check was sent on July 18 from ****************************************** in *******, **.  but today, July 27, my account with ********************** does not report it.  I know *** can be slow, but this is now 9 days from ** to FLA.

  There are serious problems with this company,   

   

   
  

  Customer Answer

  Date: 07/28/2023

  In spite of all my efforts to pay, and proof a payment was sent from my bank on July 18. ***** still disabled my phone number. I can not do any banking because both the bank and **** need to phone me for verification..no one can call me.DISPICABLE that after all my efforts for three months, they ct off mt number KNOWING the payment was sent 10 days ago.

  Business Response

  Date: 08/04/2023

  In reviewing Mr. ******** complaint details, please be advised that we have not received the check payment yet. Hence, we have sent a follow up email to Mr. ******* on August 3, 2023, explaining him that we have not received the check payment yet, once we receive it, it will be added to his ******** phone number subscription renewal. As his phone number subscription got expired, we have added another free month to his ******** Number Subscription, so that he can use the service. The phone number subscription is active till August 25, 2023.
  
  We hope Mr. ******* is satisfied with the above information.

  Customer Answer

  Date: 08/04/2023

   
  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:07/10/2023

  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.

  MagicJack keeps billing me when I haven't used them in 2-4 years. I have tried to talk to their customer service but the person that answers is in the *********** and doesn't speak clear english. On July 8, 2023 they again billed me $49.88. Since I don't use their service and haven't used their service in several years, they should refund the $49.88 to my credit card.

  Business Response

  Date: 07/18/2023

  We received the above-referenced complaint that ************ filed with you because of his experience with magicJack. In this complaint, he complains that his magicJack device subscription got renewed and wants a refund as he is no longer using the service.

  Based on ************** account review, his device subscription got renewed on July 8, 2023, as the Auto Renew option was turned on. ************ called on July 10, 2023, from the phone number **********, reporting that he got charged automatically for $49.88 and asked for a refund as he was not using the service. Our support representative tried verifying the account, but *********** was unable to verify the primary billing address. ************ was upset and wanted to talk to the supervisor. Our support representative took the preferred callback number and escalated it to the supervisor for a callback. The supervisor escalated the issue for refund review.
  In receipt of this BBB complaint, we tried issuing the refund. However, the refund failed due to a bad card. We sent a follow-up email to the email address ************** on July 11, 2023,explaining to him that we tried refunding the amount to the card, which is on the account; however, the card is showing as no longer valid. We have advised ************ to add an alternate card and reply to us once done to issue the refund. However, we haven't received any response to date to the email that we sent.

  Therefore, we suggest ************ reply with the details requested to the follow-up email we sent 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 ************ has faced. We want to assure ************ that customer satisfaction is our highest priority, and we appreciate his business.

• Initial Complaint

  Date:07/01/2023

  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.

  Been a customer of ********************** for almost 15 years, no complaints, got what I paid for. Recently had to replace my device account it was buzzing. Paid the $56 ******** for the replacement. Tracking showed replacement device delivered to an address in ******* ******, not mine **** miles away. Contacted Magicjack who acknowleged sending it to the wrong address. 3 months and 2 calls to customer service who just hang up I still don't have my replacement device. I now receive emails stating it was my fault they delivered the device to the wrong address. Can't work this out through customer service, I am sure this is not a company policy but some individuals not wanting to do their job respectfully to a customer. To resolve this I would just like the device delivered to me so I can continue to use the service i paid for please.My account ID is Accountid: ******** Customer name is: ********************* Address ********************************************************************* Phone Number : ************

  Business Response

  Date: 07/07/2023

  We received the above-referenced complaint that ************** filed with you because of his experience with magicJack. In this complaint, he complains of not receiving the magicJack device and want us to reship a new device.
  
  Based on Mr. ****** account review, he ordered a replacement device on April 26, 2023, to be delivered to the address on the account *************************************************. As per the tracking details, the device got delivered to a different address. 
  
  In receipt of this BBB complaint, we have sent a follow-up email to the email address ******************** on July 4, 2023, explaining him that as the courier delivered the device to the wrong address, in order for magicJack to investigate and reship a new device, we advised him to do a Missing Mail Search with the courier by clicking on the following link ********************************************* also suggested him to do it from the following link *******************************************************. Once he gets the update from them, we asked ************** to send the update to us along with the correct shipping address to reship the device. However, we haven't received any response to date to the email which we have sent.
  
  Therefore, we suggest ************** reply with the details requested to the follow-up email we sent 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 ************** has faced. We want to assure ************** that customer satisfaction is our highest priority, and we appreciate his business.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20263710
  
  I am rejecting this response because: I have sent them the documentation from the carrier with the tracking # show when and where it was delivered to. They need to do their due diligence since I am the consumer and paid them to send me the replacement device. Not looking for anything more than the product I purchased to operate their system I use to make and receive phone calls, which I can't do because my device stopped work, thus why I purchased a replacement. We will see what Magicjack comes back with on the information I provided. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/19/2023

  In reviewing Mr. ****** complaint details, please be advised that we are ready to reship another magicJack device. However, for us to proceed further in reshipping the device, ************************* require an update from the courier. Hence, we suggested that ************* do a missing mail search, but ************** is not willing to do that.

  We would like to reiterate that ************** can do a Missing Mail Search with the *********** by clicking on the following link: ******************************************. We also suggested he do it from the following link:*******************************************************. Once he gets the update from them, he can send the update to us along with the correct shipping address to reship the device. ************** can send these details to ****************************************** with the BBB complaint ID in the subject line, or he can reply to our email.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20263710
  
  I am rejecting this response because: ************** did not fail to provide the information requested. It was sent on July 5, 2023 by email to billing-support. It had all the tracking info they requested all the way to the wrong address.  Now when I input the tracking number at **** it has no records.  Obviously this is a game played by unscrupulous business people. I won't be playing any longer, just a waste of time trying get action from them. Thank you to the BBB for trying. I guess I lose out my $56. No longer have a working phone line, so I am out there as well. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/24/2023

  extra info, if you look at the **** website it clearly says its the senders responsibility to track or ask to track a package they sent. They won't give me the information. Its for magicjack to do I believe they know that.  

  Business Response

  Date: 07/31/2023

  In reviewing Mr. ****** complaint details, please be advised that we have reshipped a new magicJack device to the address **************************************************************** We have sent a follow up email to the email address ******************** on July 26, 2023, explaining him that we have reshipped a new magicJack device and he will receive a shipping confirmation email. For any additional assistance, ************** can write directly to us at ******************************************,including the BBB complaint ID number in the subject line.

  Customer Answer

  Date: 08/08/2023

   
  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. Thank you to BBB for making it happen, not happy with this company and still waiting for the part to arrive. 11 days and counting
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair 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 use magicjack for my home phone. It was time to renew. My old device broke, so I purchased a new magicjack device. It is my understanding that magicjack comes with a year service. If I purchased a new device I should have gotten another year of service. The system will not allow me to use my phone and wants me to pay again.

  Business Response

  Date: 07/05/2023

  We received the above-referenced complaint that **************** filed with you because of her experience with magicJack. In this complaint, she complains of not being able to use the service though she has additional one year of service and wants us to restore the service.
  
  Based on Ms. ******* account review, she reactivated the magicJack device **** HOME-*********** on June 22, 2022. **************** contacted magicJack on June 23, 2022, to report that the service was not working though she renewed the device subscription. Our support representative informed her that the wrong device was renewed. On the same day June 23, 2022, **************** reactivated the other magicJack device subscription USKEY HOME-***********.  It means, she reactivated both the devices and got 1 year device subscription for each device. **************** claims that she purchased a new magicJack device. However, we do not see any orders for a new magicJack device and on July 04, 2022, **************** filed a dispute with her financial institution.  

  In receipt of this BBB complaint, we have sent a follow-up email to the email address *********************** explaining her about the subscription renewals and the validity details. The subscription for one of the devices expired on June 22, 2023, and the other device got expired on June 23, 2023. As **************** claims that she purchased a new device, we asked her to confirm the serial number of the ********************** device, when was the device purchased and from where she purchased it to investigate this further. We also mentioned that we received notification from her financial institution that she disputed a charge for 1-year magicJack device subscriptions for $ 49.45(USD) on July 24, 2022, Due to this chargeback, we have restricted her magicJack account from placing orders, technical support, activation of any new devices, and subscription renewals. Also, we have assessed a nonrefundable reinstatement fee of $25.00 (plus applicable taxes/admin fee) to her account due to the chargeback fee we incurred. We also informed **************** that if she wishes to renew the device subscription and wants us to remove the restriction on the account, she must pay the nonrefundable reinstatement fee of $25.00 (plus applicable taxes/admin fee).Once the nonrefundable Reinstatement Fee is paid, she will then be able to renew her device subscription with magicJack. We see that **************** called us on June 30, 2023, inquiring about how to pay the reinstatement fee and our support representative informed her to reply to the email which we have sent. However,we haven't received any response to date to the email which we have sent.
  
  Therefore, we suggest **************** reply with the details requested to the follow-up email we sent for any additional assistance 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 **************** has faced. We want to assure **************** that customer satisfaction is our highest priority, and we appreciate her business.

• Initial Complaint

  Date:06/23/2023

  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.

  I paid this company for phone service They stated they didn't get paid. My bank disputed the payment. I checked with my bank. They said they didn't dispute anything that the company was paid. ************** stated. If I wanted to be reinstated I would have to pay an extra $23. I went on to the Magic **** website to check my account and it said I didn't have to renew until December 11th ****. I am under the care of four doctors. ***** stated to my wife they've been trying to contact me but my phone was shut off.

  Business Response

  Date: 07/03/2023

  We received the above-referenced complaint that ********************** filed with you because of his experience with magicJack. In this complaint, he complains of deactivating his account and wants us to reinstate it.
  
  Based on Mr. ********** magicJack account review, he renewed the device subscription with the device name ************ on February 20, 2023, and filed a dispute with his bank on February 26, 2023, for $46.87. The filed dispute was resolved in Mr. ********** favor, and a refund has already been issued to his card. Hence, the device subscription has been deactivated on May 30, 2023, as a refund has already been issued.
  
  In receipt of this BBB complaint, we have sent a follow-up email to the email address ****************** explaining him that we received notification from his financial institution that he disputed a charge for 1-year magicJack device subscriptions for $46.87(USD) on February 26, 2023, which was resolved in his favor, and a refund has been issued. We advised him to check with his back regarding the refund. Due to this chargeback, we have restricted his magicJack account from placing orders, technical support, activation of any new devices, and subscription renewals. Also, we have assessed a nonrefundable reinstatement fee of $25.00 (plus applicable taxes/admin fee) to his account due to the chargeback fee we incurred. We also informed ********************** that if he wishes to reactivate and wants us to remove the restriction on the account, he must pay the nonrefundable reinstatement fee of $25.00 (plus applicable taxes/admin fee). Once the nonrefundable Reinstatement Fee is paid, he will then be able to renew his device subscription with magicJack. However, we haven't received any responses to date.
  
  Therefore, we suggested ********************** reply with the details requested to the follow-up email we sent for any additional assistance 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 ********************** has faced. We want to assure ********************** that customer satisfaction is our highest priority, and we appreciate his business.

  Customer Answer

  Date: 09/05/2023

  ********************************* <*****************>
  
  
  They cut off my service but never refunded me The payment I made them

  Business Response

  Date: 09/14/2023

  In reviewing Mr. ********** complaint details, please be advised that we have sent a follow-up email to ********************** informing him that we have added the subscription period back to his magicJack device named '*********'and advised him to use the subscription till its expiration on January 4, 2024,but ********************** does not want to use the subscription as he doesnt have the magicJack device anymore. Hence, he requested a refund. As he doesnt have the device, we even advised using the subscription by downloading the companion App, but ********************** still rejected using the service and wants us to issue a refund.
  
  Therefore, due to the inconvenience that ********************** has faced,we agreed to issue a refund. While trying to refund, it shows that his credit card on the magicJack account has expired. Hence, we sent an email to ********************* advising him to update the card details and confirm back to us to process the refund. He asked us to mail the refund to him. We are advising him to update the card details. Once the card details are updated, we will go ahead and issue a refund and remove the credit card, and Mr. ********** can confirm the removal by accessing his account portal and selecting "manage payment information". 
  
  We apologize for the inconvenience caused and for the difficulties ********************** has faced. 

• Initial Complaint

  Date:06/22/2023

  Type:Product 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.

  On 06/16/2023 I purchased International calling minutes for my Magicjack to make a few calls to *********** for an upcoming trip. I am unable to call ***********. I spent an hour on the phone with customer service. I tried everything the customer service agent suggested including downloading the Magicjack App on my cell phone. All of my efforts were unsuccessful in completing this call. I repeatedly got the message: "Calls to this destination are being blocked do to high fraudulent activity". Magicjack evidently doesn't allow calls to ***********. This limitation was not stated on the Magicjack website when I purchased my international calling credit. Since these minutes are unusable to make my calls to ***********, on 06/19/2023 I made an email request to Magicjack customer service asking for a refund of the $14.40 I paid for the international calling minutes. On 06/20/2023 I received a response that stated MagicJack was unable to process a refund for me. I find this response unacceptable and want a refund of the $14.40 I paid to Magicjack.

  Business Response

  Date: 06/29/2023

  We received the above-referenced complaint that **************** filed with you because of his experience with magicJack. In this complaint, he complains of being unable to make international calls using his magicJack device, despite having International prepaid credits on the account. **************** wants us to process a refund for the charges for the International Prepaid Calling Credits.

   

  In receipt of this BBB complaint, we have sent a follow-up email to the email address ******************** asking for a call sample for further investigation. We would like to inform **************** that unused International Prepaid credit ($10.00) is still available on the account and can be used until 6 months from the date of purchase. We have also requested that **************** reply for any additional assistance along with the correct email address associated with the magicJack account, as the details provided in the BBB complaint did not match with the information we have in our records. However, we haven't received any responses to date.

  
  Therefore, we suggested **************** reply with the details requested to the follow-up email we sent for any additional assistance or directly write to us at ******************************************* including the BBB complaint ID number in the subject line. We would like to make **************** aware that if we cannot fix the international calling issue with our service, a refund will be issued back to the original payment option he chose when he made the purchase.

   

  We apologize for the inconvenience caused and for the difficulties **************** has faced in using his magicJack service. We want to assure **************** that customer satisfaction is our highest priority, and we appreciate his business.

  
  We hope **************** is satisfied with the above information.

  Customer Answer

  Date: 07/02/2023

   
  Complaint: 20219918
  
  I am rejecting this response because:

  Magicjack did not supply the purchased service. As with any other item had doesn't work, I am returning this for refund. I have a reasonable expectation that a purchase should work as the seller claims that it will. Even after spending an hour with their customer service agent, I could not place the calls I needed to make.

  All calls were placed the morning of 6/16/2023. The response to all calls I made to *********** was the same: "Calls to this destination are being blocked do to high fraudulent activity". That afternoon my wife purchased an international calling card and completed the calls. I was able to send text messages while in *********** from my cell phone and an other person in our group had no issues making calls with her ******* cell phone service.

  I did not reply to the Magicjack email because I traveled to *********** on 06/25/2023. I was out of the country and didn't check or answer any emails.

  Please see my attachment for my documentation. If Magicjack has any documentation to support their response, I look forward to the opportunity to review it.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/21/2023

  We understand ******************** frustration, and we apologize for the inconvenience caused. We need recent call sample details to investigate the issue of being unable to make international calls. Hence a follow-up email was sent once again on 07-18-2023 asking for more information and to date, we havent received any response. We thereby advise him to reply to email we sent or write to us at ****************************************** with the details requested and having BBB complaint ID in subject line. We will check and resolve the issue.
  
  However, if in case, **************** wants us to issue a refund for the International Prepaid Credits charge incurred on the account, as a one-time exception, we can process a refund and we request he confirms the primary email address on the account.
  
  We hope **************** is satisfied with the above information.

  Customer Answer

  Date: 07/24/2023

   
  Better Business Bureau:
  

  I did not receive any email response from MagicJack to my account at ****************** I did receive an automated email promotion for renewing my service on that date.

  I completed my calls over a month ago and have completed my travels; therefore, I have not tried to use the international calling minutes since my original attempts. I only tried to call ***********. The message I received has been previously stated.

  I will accept the refund of $14.40 to my Discover Card account that ********************** has offered. I have already disputed this charge to my credit card account. My email account for ********************** is ****************** This is the email account that I use for communicating with businesses.

  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:06/19/2023

  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.

  I bought a $20 Magic **** international calling card that stopped working after a few time that i used it. I called Magic jack in February of 2023 and asked them to fix the problem. After a long conversation with the agent she informed me that she has to "escalate" or get the tech involved. She give me a confirmation number and told me that someone will contact me within 3 days. I waited a week but no one called. I called and told the rep that I had not been contacted by anyone. Upon this she gave another confirmation umber and assured me that this time someone will call me to resolve the issue. Over the next 3 months I called Magic **** seven more times and tried to get credit for the unused portion of my card that had since expired, but they refused and gave me the same B.S. said they had to escalate and gave me their useless confirmation number again. Its shameful for a company not to honor their card that they have sold. I have since given up calling them,.I also know that its not feasible to legally go after a company for a $20 card, however, I want to at least warn others not fall victim to a comp[any that has no honor.

  Business Response

  Date: 06/27/2023

  We received the above-referenced complaint that Mr. ************** filed with you because of his experience with magicJack. In this complaint, he states that he is unable to make international calls using magicJack despite having the International prepaid credits required by magicJack on his account. Mr. ************** wants us to either resolve the issue or process a refund for the International Prepaid Calling Credits he purchased on 10/09/2022. 

  Upon review of Mr.*************** account, we show that he had contacted our support team,reporting he was unable to make international calls on 03/30/2023, 04/08/2023,and 04/21/2023. Our support agents worked with him in an attempt to resolve the calling issue; however, there were no call samples provided by Mr. ************** when requested during those call interactions. Therefore,our support team sent follow-up emails (03/30/2023, 04/10/2023, and 04/25/2023)requesting the call sample details and the error message for further investigation.As we did not receive any response, our support teams were unable to resolve the international calling issue that Mr. ************** reported.

  In receipt of this BBB complaint,we have once again sent a follow-up email on 6/22/2023 to the email address ********************* requesting the customer to provide to us the most recent international call attempts he made within the last 24 hours to further investigate for a resolution. However, we havent received any response from the customer on our call sample request. We would like to inform Mr.************** that the unused International Prepaid calling credit ($10.02) is still available on the account and can be used even though it has been 6 months since the date of purchase of expiration. We suggested Mr. ************** reply to the follow-up we sent for any additional assistance for his international calling issue or directly write to us at ******************************************,including the BBB complaint ID number in the subject line.

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair 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.

  When attempting to renew service accused of fraud. Attempts to reach business result in no one ever answering calls. Tried to buy again using a new email unfortunately unable do to your screwed up account history. Original account under phone number ************. Attempt to have new equipment shipped to a friends address so they can bring to me here in ********** FAILED. Why so many complaints on BBB? I paid for lifetime membership. What is the story there? Why is anything to do with your firm prove to be a nightmare to actually speak to a representative FROM YOUR FIRM ? Time will tell if you are able to handle a simple transaction. Now because I will lose the opportunity for free shipping to ********** will you now ***** to me here at your expense ?

  Business Response

  Date: 06/26/2023

  We received the complaint mentioned above that ****************** filed with you because of his experience with magicJack. ****************** complained that he was unable to renew his magicJack service and create a new magicJack account by ordering a new magicJack device.
  
  In reviewing ********************** information provided in the complaint,we could not locate a recently active magicJack account. Therefore, we sent a follow-up email on June 21, 2023, to ****************** to verify the account information as it appears on our records.
  
  On June 22, 2023, ****************** responded to us, saying that he was attempting to set up a new account using an email address that was already connected to a magicJack account. He further said that since he now lives in **********, he wants us to determine whether he can order a new device by setting up a new account with a new phone number and a different address.
  
  In our response, we told ****************** that he could create a new magicJack account with new login credentials and telephone number. However, magicJack uses the ********************* ***** to deliver packages to ****** and ***************** (including *********** and the **************). We advised him to ship to a **** location so that a family member or friend could later send him the package to his *********** address. We have yet to receive any responses to our suggestions. ****************** can reply to the email we sent from ****************************************** with the BBB complaint ID in the subject line if he needs any additional help.
  
  We hope ****************** is satisfied with the above information.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair 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.

  In March of 2022, I paid a three year subscription of $129 to magic **** for landline *******. This ****** ******* was cancelled. I have sent the document with receipt and invoice number, with all information on it. I also sent copy of **************** statement where was paid. I can get no response from them.

  Business Response

  Date: 06/20/2023

  We received the complaint mentioned above that **************** sent to you in relation to her interaction with magicJack. **************** complained that the renewal of $129 was not applied to her magicJack device subscription.
  
  In reviewing **************** information,we could not locate any magicJack account. Based on the contact history of ****************, she sent multiple emails regarding the $129 charge. As we could not locate any magicJack account, our support representatives asked **************** to verify the account with primary email address on the account and asked to provide the screenshot of the charge. **************** provided the screenshot of the charge; however, she was unable to provide the account details.
  
  Based on the screenshot provided by ****************, we sent a follow up email on June 14, 2023, and on June 16, 2023, clearly informing her that the $129.99 charge is not related to us, magicJack. Please note that ************** is in no way associated with magicJack. There may be companies who pose as magicJack and try to extort funds. We always recommend our customers to be vigilant and approach us through only official channels such as *************************************** or through our ************* at ****************************************************************** further assistance regarding the charge from a fraudulent company posing as magicJack, we recommended her to contact their bank or credit card company.
  
  We also informed in the same follow up email that why the account verification is important. If she doesnt remember the email address on the account, we advised her to change the email address on the magicJack account to proceed further, provided steps what are all required to change the email address. However, we havent received any response to date. Therefore, we suggest **************** 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 **************** has faced.

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20187871
  
  I am rejecting this response because:
  I did not receive any emails from magic **** after May 26. I understand that the $129 was a fraudulent charge. I did remember placing charge to keep my existing phone number on a **** club Mastercard, they are mailing that to me. It was on 3-10-22 for $23.60. Magic **** cannot find the account with the phone number ************ that I had for a year. They want an email and apparently my email I have had for years is not what they have. I have searched hours for any account paperwork and cannot find any. So, why cant they find an account that was used for a year. Im aware, I will have to renew but would like on there part to find account.
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/03/2023

  In reviewing Ms. ******* information provided in the complaint, just with the phone number any one can contact us to find out the details on the magicJack account. That is the reason the account should be fully verified, as it is for us to make sure that the request is from a valid source. 
  
  We are sending the emails to the email address ********************* which is provided in this complaint. We have sent another email on June 30, 2023, explaining to her why the account should be verified. However, as **************** is reporting that she is not receiving our emails, we advise her to check her junk and spam folders as well.
  
  To sort out this issue, we advised **************** to change the email address on the account first. Once the email address is changed, we will be able to verify the account and can help further in this. However, we havent received any response.
  
  We apologize for the inconvenience **************** has faced.We would like to reiterate that **************** can change the email address on the account to complete the verification and to login to her account. To change the email address to the magicJack account, we, **********************, require a copy of a valid picture ID of **************** showing the name and address as it appears on our records. Any blur or unreadable attachment will be rejected. Should **************** have moved, then please include a copy of the first page of a utility bill, which only shows the old address with the current picture ID. We ask that not include any social security numbers, full credit card numbers, or full birthdate as that is not a magicJack requirement to update her account login access. **************** can send these details to ******************************************
  with the BBB complaint ID in the subject line or she can reply to our email.