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:11/28/2022

  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.

  After nearly 6 years of non usage of my MagicJack I got a bill on my credit card for $66.28 Cdn ($46.87 US). I cancelled the service by phone about 2017. I called MagicJack as per their website to ensure that this was an error but they sent me an email confirming an additional year of service instead of cancelling the service. I don't understand why it is so hard to cancel. The operator opened a complaint Case #REQ0058 but when I asked how long it would take the operator pretended not to hear and though I repeated my question two more times, "***" hung up. I also opened a request to investigate at PCMasterCard # C367782. How can I stop this abusive billing? I'm surprised that a company like MagicJack needs to resort to this excessive billing to survive, Please help me to resolve this issue.

  Business Response

  Date: 12/01/2022

  We received the above-referenced complaint ********** issued with you because of her experience with magicJack. In this complaint, she states that she does not want to get billed for magicJack service and wants to cancel the account. Also get a refund of the recent charge on account.
  
  Upon reviewing ************ account, we see that the auto-renew feature was enabled and the service was renewed automatically on 11/04/2022 towards the device COQUETTE2 and the subscription has been extended until 11/04/2023.
  
  Email reminders regarding the renewals were sent to the primary email address on account prior 30 & 7 days of renewal. As we did not receive any response from her, the renewal was processed automatically. However, the Auto-renew option has been disabled now and no further charges will be made on the account.  
  
  We want to confirm to ********** that a refund of $46.87 USD has been issued on the account in a form of payment used when the order was originally placed. Please allow 3-5 business days for the refund to reflect on the account.
  
  ********** can confirm to us on her decision about account deactivation by writing an email to the email address - ****************************************** and include the BBB complaint ID- ******** within the email subject line.
   
  While we are sorry for any difficulties ********** may have faced, we would like to assure her that Customer Satisfaction is of our highest priority. We hope ********* is satisfied with the above information.

  Customer Answer

  Date: 12/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me upon reimbursement. I will wait for the payment.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/28/2022

  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.

  My magic **** is no longer working and it's imperative that I get its use for my 97-yr old mom to be able to call and leave me a message.The voice mail box is "supposedly" FULL, yet this phone is used primarily by one person calling in. I use my cell phone for everything else. The static is so bad w/magic **** that i've not been able to use its full service for 5 years.I cannot reach a live agent. I cannot email them w/out a reply coming back that it doesn't recognize my account. It's as if I do not exist and I've had my account with them for several years in 3 different states.All I want to do now is CANCEL my account and get a REFUND on the balance on my subscription (June 2023).This company is non-responsive in every way. I cannot reach a live agent AT ALL.

  Business Response

  Date: 12/05/2022

  We received the above-referenced complaint **************** issued with you as a result of her experience with magicJack.  In this complaint, she complains of trouble receiving voicemails to her magicJack number and wants the issue to be resolved.

  
  A follow up email was sent to **************** on 11/30/2022 informing that voicemail box has already reached its limit and steps were provided to delete the old voicemails so that she can continue to receive voicemails to her magicJack phone number. We got a response from **************** that the issue is resolved on 12/02/2022.
  

  For any further technical assistance, **************** can either reply to the email we have sent or reach our technical support team at
  https://help.magicjack.com/chat.
  

  Hours of operation: Monday - Friday:9:00 AM - 9:00 PM EST Saturday - Sunday: 10:00 AM - 7:00 PM EST.
  

  We apologize for the inconvenience caused and for the difficulties **************** have 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: 12/06/2022

   
  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:11/18/2022

  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 renewed my MagicJack service, and the device stopped working. I tried troubleshooting and got no results. I called to ensure the service was active - it was. I was transferred to technical support and was taken through several steps with no success. Technical support advised purchasing a new device and transferred me to sales. Before I ordered the new device, I asked about credit for the time I had been unable to use the service. I was told no credit could be issued. I requested to speak with a supervisor and was told no supervisor was available. I was told to call back and ask for a supervisor. The renewal amount was $10 Even though that is a minimal amount, the poor customer service concerning the requested credit is unacceptable. I chose not to spend the $40.14 for a new device and ended the call with ***. I will no longer do business with Magic *****

  Business Response

  Date: 11/22/2022

  We received the above-referenced complaint ************ issued with you because of her experience with magicJack. In this complaint, she claims that she is unable to use the service despite of renewing. Hence, wants us to refund the recent charge on account.
  
  Upon reviewing ************** account, we see that she has contacted us first on 11/07/2022 claiming that she is unable to use the service despite of renewing the service.
  
  Our Technical team has assisted on troubleshooting the issue but could not resolve as the renewed device was of the old version, then suggested him to purchase a new device.
  
  We see that ************ has purchased a replacement device on 11/18/2022. As agents explained that a refund for the remaining subscription cannot be provided, ************ has cancelled the order on the same day and also deactivated the account.
  
  On 10/23/2022, there was a charge of $11.50 towards the 3 month renewal of the device DESTOP-***********. Now *********** wants us to refund this recent charge on account.
  
  We want to apologize and explain ************ that we cannot refund the recent charge as it already got applied to the device.This is inline with our Subscriber Agreement at https://www.magicJack.com/saps
  
   Also, we want to inform ************ that its her responsibility to reactivate their device and if it doesnt work she need to buy a replacement device or purchase a new device.
  
  While we are sorry for any difficulties *********** may have faced, we would like to assure her that Customer Satisfaction is of our highest priority. We thank ************ for giving us the opportunity to serve her.
  

• Initial Complaint

  Date:11/15/2022

  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 have been using MagicJack services for many years until 2019. Sometime in April 2019 I did contacted MagicJack company to cancel my services that I was paying around $*****/yearly. I did receive confirmation over the phone by the MagicJack agent that my subscription has been canceled and I won't be charged anymore from MagicJack. This year, I realized on September that I was charged from this company and called them to know why since I had canceled their services since 2019. Then after reviewing my Bank Statements I realized that MagicJack has been charging me every year after I canceled their services for (2019 - $*****, 2020 - $*****, 2021 - *****, 2022- *****) for a total of $188.6 for services that were canceled and never provided or used. The MagicJack company does not want to provide a refund for these charges and currently I keep getting charged over and over, every year where I never used or have received any of their services. My old online account in their website, clearly says that my services has been disconnected since 2019. I have proof of the type of bank statements and account screenshots about this that I can provide. My bank ********* is not helping to solve this situation either so I am contacting you as last resort to get some help to solve this situation and get my refund. Please bank statement for proof and screenshot of account of MagicJack with my name. Please let me know if you need any other information and I would be willing to provide,

  Business Response

  Date: 11/22/2022

  We received the above-referenced complaint ************ issued with you because of his experience with magicJack. In this complaint, he claims that he asked us to close the account in 2019 itself but was getting charged until now. Hence wants a refund for the all the renewals after 2019.
  
  Upon reviewing ************** account, we see that the Auto-renew option as enabled on the account and the service was renewed automatically on 09/15/2022 and 09/15/2021. Hence, the subscription of the device MIMOZA  has been extended until 09/15/2023.
  
  Email reminders regarding the auto-renewal were sent to his primary email address - ************************** prior 30 & 7 days of renewal. As there was no response from ************, the account was renewed automatically.
  
  If he still wishes to deactivate the account, please be advised that as per our subscriber Agreement Section 13, he may terminate the service anytime but remaining balances will not be refunded. *********** can confirm back to the email address- ****************************************** for account deactivation and include the BBB complaint ID ******** in the subject line of the email.
  
  While we are sorry for any difficulties *********** may have faced, we would like to assure him that Customer Satisfaction is of our highest priority. We thank ************ for giving us the opportunity to serve him.

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18410170
  
  I am rejecting this response because:

   

  I don't have any emails on my mailbox from MagicJack. So looks like they never send me any email. 

  Furthermore as I explained in my complain, I already called MagicJack to cancel my account on 2019 and they were supposed to cancel it and not keep my account on Auto-recharge . 

  Also since then I do not have an online account with MagicJack with that email address they provided as they canceled it. 

  Today I tried to login to MagicJack with the email and also tried to reset password but none worked as this account does not exist anymore since 2019. 

  I did not get any email to reset password either. 

  They kept charging me for a service that was never provided and a online account does not exist for me to access in their system. 

  I need to get a full refund about all these charges since 2019. This what they are doing is ILLEGAL.

  Please see screenshot proof.

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

  Business Response

  Date: 11/29/2022

  Upon reviewing ************** account, we do not see any contacts from her in 2019. The last contact was made in 2016 and 2017.
  
  We want to confirm once again that email reminders regarding the auto-renewal were sent to her primary email address - ************************** prior 30 & 7 days of renewal. As there was no response from her, the account was renewed automatically.
  
  We see that ************ has tried to reset the password and login to the account but to no avail. We request her to check the spam/junk folders for the reset code emails. If she wishes to change the email on the account, she may provide us any of her ID proof showing the name & billing address exactly as it appears on the magicJack account and the new email address to be added on the account.
  
  If she still wishes to deactivate the account, please be advised that as per our subscriber Agreement Section 13, she may terminate the service anytime but remaining balances will not be refunded.
  
  We do not see any contacts from ************ even in 2021 when the account was renewed automatically. It is the responsibility of the account holder to check if the account was deactivated completely. Hence, we cannot provide any refund for the unused subscriptions as it is already applied on the account.
  
  *********** can confirm back to the email address- ****************************************** for account deactivation and include the BBB complaint ID ********in the subject line of the email.
  
  While we are sorry for any difficulties *********** may have faced, we would like to assure him that Customer Satisfaction is of our highest priority. We thank ************ for giving us the opportunity to serve her.

• Initial Complaint

  Date:11/15/2022

  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 have been a loyal MagicJack customer for many years. On November 13, 2022 I renewed my service with MagicJack. I was charged $50.10 for 12 months of service which will end on November 13, 2023. After I had paid for the service, I received a separate email from Magicjack charging me an extra $4.80 for 911 services. I contacted Magicjack billing on November 14, 2022 (one day after) and was told this is an extra bill from the local 911 service. I informed them that this should have been billled to me when I initially paid the contract. Additionally, I informed them that I have cellphone service with another company and I have 911 service with them also. In effect I am being billed twice for the same service. I told them to cancel my service November 14, 2022. On November 15, 2022 I was informed that I cannot cancel the service even though I had only been using it for one day. I have been a Magicjack customer for many years and have never been double billed like this. I should have been given the option of paying for 911 prior to being billed (it is not the cost it is the principle of the matter). Since 911 service cannot be taken off my bill, I should be able to cancel 12 months of service that I have not received, at a prorated price.

  Business Response

  Date: 11/24/2022

  We received the above-referenced complaint ******************** issued with you because of his experience with magicJack. In this complaint, he states that he does not want to get billed for renewal and E911 separately. As we cannot remove the E911, ******************** wants to cancel the account.
  
  Upon reviewing, we see that the magicJack service was renewed for $50.10 on 11/13/2022 from the account portal towards the 1 year renewal of the device *************** and the subscription has been extended until 11/13/2023.
  
  Please note that the E911 charge is for the E911 service which will be charged by the local jurisdiction and magicJack does not profit by collecting pass-through charges for 911 authorities.
  
  If ******************** choose to pay the E911 fee, it will be paid through 11/13/2023. Payments remitted are applied to the next service year.
  
  Please note that he was first notified of the Enhanced 911 Discloser for magicJack, LP ("magicJack") Customers on 01/14/2017 and another notification on 02/08/2019. Hence the account was being charged by his Emergency 911 district for the service. Also, we want to inform him that E911 once enabled, it cannot be disabled.
  
  For any further queries regarding the E911 service, ******************* may visit the *** site "*** VOIP E911 REGULATIONS".
  
  ***************** can confirm to us on his decision about account deactivation by writing an email to the email address - ****************************************** and include the BBB complaint ID within the email subject line.
   
  While we are sorry for any difficulties ******************** may have faced, we would like to assure him that Customer Satisfaction is of our highest priority. We hope ******************** is satisfied with the above information.

• Initial Complaint

  Date:11/14/2022

  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.

  On September 12th, 2022 a MagicJack device was shipped to me at that time my credit card reflected a charge of $55.14. The sender failed to put the correct zip code on the package thus causing a post office exception **** tacking number **************************). The package was ultimately sent back to the original sender. Again on October 1st ( *** tracking number (**************************) Magic **** failed to put the correct zip code on the package despite being given the correct zip code. A post office exception occurred, the product was never delivered to me and sent back to original sender. MagicJack asked me to file a claim with the post office for lost mail. This proved impossible for two reasons. 1:) the package wasn't eligible for for a claim since it wasn't purchased with insurance. Keep in mind I wasn't the sender so I had no say on regards to insurance that would have been on Magic ****'s end 2:) The package wasn't really lost because it was sent back to the original sender, this is confirmed by the tracking number.

  Business Response

  Date: 11/17/2022

  We received the above-referenced complaint ******************** issued with you because of his experience with magicJack. In this complaint, he states that the device purchased was returned back twice to the senders address due to incorrect address added by our setup.
  
  Upon reviewing Mr. ********* account, we see that he has first purchased a new device on 09/02/2022 from the account portal and it was returned back due to insufficient address.
  
  On 09/27/2022, we have reshipped another device to the  address provided considering the situation.Once again, the device was returned back due to insufficient address as per the tracking status.
  
  As an exception, we have now cancelled the device order and refunded an amount of $55.13 towards the device purchase.
  
  We suggest ******************** to purchase another device from his account portal.
  
  He can order magicJack by visiting magicJack.com or logging into the account at my.magicJack.com and clicking the Shop tab.
  
  While we are sorry for any difficulties ******************** may have faced, we would like to assure him that Customer Satisfaction is of our highest priority. We hope ******************** is satisfied with the above information.

• Initial Complaint

  Date:11/11/2022

  Type:Billing 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.

  To:********************************************* Fri, Nov 11 at 7:08 AM RE: Update Account Information Good Morning,My name is ***************************. I live at **********************************************. My MagicJack phone number is ************. I am receiving my voice messages into my email but under the name of *********************. He is not the account holder of this number. This account was to be set up in my name after my divorce to **** in 2011. This account was established after that. He had the previous account at this address. His name should not be identified with this account. Please check my records to confirm. In addition, I have sent court documents showing my legal name change. Although this account was set up in my name well after my divorce. This is a clerical error that needs to be updated. Please assist for customer good will. Thank you.

  Business Response

  Date: 11/15/2022

  We are in the receipt of the above-referenced complaint ***************** issued with you as a result of her experience with magicJack. In this complaint, she wants the name on the magicJack account to be updated along with the outbound caller ID information displayed when making calls using magicJack.

  
  Upon reviewing Ms. ******** account, we see that her Name Change request on the magicJack account has been already updated on 11/11/2022. While confirm on this change, steps were included on how to update the caller ID name from ********************** account portal. For any further assistance, she can write to our email support at ****************************************** providing the BBB complaint ID in subject line for further assistance.
  
  For any further assistance, ****************** can also reach our support teams at
  https://help.magicjack.com/faq/support/contactus/
  

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

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

  Customer Answer

  Date: 11/16/2022

   
  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:11/09/2022

  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 have been trying to transfer my phone number ***********) from majicjack to another provider since October 26, 2022. The new provider keeps getting an error that my zip code is incorrect. So, I contacted majicjack myself through their chat feature on Nov 4th since you cant ever get anyone on the phone. I explained to the chat agent the problem and that I was not able to add my own address on their site. The link on the site goes nowhere just returns to the same page. The chat agent told me that he would add my address for me since it was not listed on my account since I subscribed through Apple Pay. To date no address is listed on my account and I still cannot transfer my number. Through all of this no one from their transfer department has sent an email or anything to even fix the issue. I would like for my address to be added to the account so that my number can be transferred.

  Business Response

  Date: 11/15/2022

  We are in the receipt of the above-referenced complaint ************* issued with you as a result of her experience with magicJack. In this complaint, she states that she is unable to port out phone number assigned to magicApp Paid subscription. ************** wants ** to check and resolve this issue.

  
  Upon reviewing **************** account, we see that she has signed up for magicApp Paid subscription service on 11/01/2022 and currently she has valid subscription till 12/01/2022. Unfortunately, we do not allow Port out of Phone Numbers associated with magicApp Paid subscription.
  
  For any further assistance, ************** can reach out to support teams
  https://help.magicjack.com/faq/support/contactus/
  

  We appreciate her understanding in this regard and apologize for the inconvenience caused
  
  We hope ************** is satisfied with the above information.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18383195
  
  I am rejecting this response because I have had this number for over a year now. Also, why have after multiple chat sessions was no one able to state this reason. There own website doesnt state this as the reason for my port not happening. Nowhere in there subscriber agreement does it state that either. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/22/2022

  ************** is subscribed to magicApp Paid subscription and at the time of creating these accounts, we do not mandate customers to provide us the address detail. However, for porting out, address is one of the requirements. Hence, we are unable to Port out Phone Numbers associated with magicApp Paid subscription.
  
  We apologize for the inconvenience caused 

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 signed up for MagicJack initially 2 years ago. I never agreed to auto renewal, but apparently the company says i did. I now have been charged for another year of service - yet they deactivated my phone, so of course i just assumed they stopped billing as well. I then saw that they charged my Amex another $50.69 for this coming year. I have been trying for weeks now to reach someone at the company, but there is no way to speak to a human, and no way to resolve the issue on line. I have at least tried to get my service back on, since according to Amex they will not refund my money. But everytime i try to reinstate my service the message says "Ooops...there seems to be a problem, try again later." So now, not only can i not cancel my account, I cannot even use it. I want them to refund my $50.69 for this year, (first choice), Second choice, which is really not fair, but better than nothing, is reinstate my account and give me access to the service. AND GUARANTEE that they will never bill be again. NO AUTO RENEW! I have spent HOURS and HOURS trying to reach this company over the last few months!!!

  Business Response

  Date: 11/08/2022

  We received the above-referenced complaint ************ issued with you because of her experience with magicJack. In this complaint, she states that her account was charged automatically without her consent and wants to be refunded or have access to the account.
  
  Upon reviewing **************** account, we found two things. First, the account shows the auto-renew option enabled.Please be advised that when an account is set to auto-renew, the account is set up to receive system-generated email notifications of the upcoming renewal in increments of 30 days, 7 days, and the day of charge. An order summary of the charged amount is sent to the associated email addresses with the customer account on the day of the charge.
  
  Therefore when ************ failed to contact magicJack regarding the removal of the auto-renewal of her account, the subscription of the device name HOME LANDLINE was renewed and is now extended to 09/06/2023.
  
  Secondly, ************ has disputed the charge. Due to this chargeback, we have restricted her magicJack account from placing orders, technical support, activating any new devices, and subscription renewals.
  
  An email regarding the guidelines of a restricted account due to an open dispute will be sent to the primary email address.
  
  Additionally, as per **************** request,we have disabled the auto-renew feature, and no future charges will be processed on the account.
  Should ************ have additional questions or concerns, she can reply to our email. We also ask that she include the BBB Case Number- ******** within the subject line of any new email if she does not respond to the initial email we sent. 
  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18355274
  
  I am rejecting this response because:
  I never received any notifications about my renewal - they say in their response that I was supposed to receive notices - never got them! Also - I tried to reach out to Magic **** for WEEKS before lodging a complaint with my credit card. I would sit on hold for 20 minutes only to be disconnected. This happened over and over again.  When Amex reached out they said I had auto renewal status - and then finally from Amex I got information on how to connect online to the company.  I could not get thru to see my account before because I did not recall the assigned phone number from 2 years ago, because I never used the service. Amex has now recharged my account - so Magic **** has my money. But they still wont turn back on my phone without charging me an additional $25 restart fee!!!  This is absurd. If they insist on being a shady company that wont return my money even though I NEVER got one email from them about renewal - they have nerve insisting that if I want the service I need to pay $25 MORE!  This is a scam! They never sent me anything and they never answer their phones to resolve any matters.  I want to file this complaint again as I have been scammed. If they say I really have auto renewed then what is the additional $25??? 

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

  Business Response

  Date: 11/15/2022

  We want to advise ************ that the Auto-renew option has been turned off and there will be no further charges on the account. An email confirmation regarding the auto-renew option was already sent to her primary email address ********************* on 11/102/2022.
  
  Regarding the status of the magicJack account, we are still waiting for the outcome of the chargeback she has disputed from the bank and we are unable to make any exception in this case.
  
  ************ can refer to the guidelines email sent on 11/08/2022 to their primary email address regarding the chargeback disputed.
  
  Should ************ have additional questions or concerns, she can reply to our email. We also ask that she include the BBB Case Number- ******** within the subject line of any new email if she does not respond to the initial email we sent. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18355274
  
  I am rejecting this response because:
  I never had auto renew on my account! I therefore am not agreeing to pay the annual fee.  Additionally, if I DID have autopay on my account, then why did they discontinue my phone number and now claim that I need to pay $25 more to get a new number? Amex had originally paid, but I still had no service, hence why I called to reject payment from Amex. Magic Jack ****** Amex by saying I had autopay.  They cant say I had autopay but now try to collect even more money to restore service they had charged me for!  According to AMEX, I have paid magicJack and therefore there is no reason why they should still be with holding any service.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/01/2022

  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.

  ***************** ***************************************************** Cell Phone: ************ Email: ********************* November 1, 2022 To, ********** **************** ************************************* Box No. ********************************************** Hello,I have been a customer of **************** service for number of years. My **************** number is ************ and is registered with my email: ********************* In August 2022, my phone service stopped working and after number of tries to talk to some one at Magic **** about the issue, they said that the phone number does not exist, the email is not registered, even the Magic **** device serial number ************** (copy of device attached) does not exist at all. Since then, in the last 3 months, I have made n umber of attempts to ****************, Technical Support and Sales to resolve the issue. Since it is impossible to talk to a human at Magic ****, it is typically done by texts which is time consuming, with time delay and only one way communication, for the last 3 months the issue is unresolved.Finally in October, 2022 I was able to talk to a human at Magic **** (Al) and he made a complaint ticket, ticket number REQ-**** ***** stating that the refund of the unused portion (which is approximately 5 years of remaining service) will be given and an email will be sent confirming the conversation.Well, no email, no nothing!!!!!!!!!!!!!!I am a 76-year-old male on Social Security and I can not afford to give money to a company which has really bad records, no customer service and is unethical and I am seeking your help to resolve this issue.Thank you for assistance in this matter.Yours truly,***************** Copy: Better Business Bureau Attorney General of ******* ************************ ***** Channel 6 Investigation FCC

  Business Response

  Date: 11/08/2022

  We received the above-referenced complaint *********** issued with you as a result of his experience with magicJack. In this complaint, he states that he has contacted magicJack multiple times as the service was not working but did not receive proper assistance and wants us to process a refund towards the unused 4 years of subscription.
  
  On 09/13/2022, we see that ************ has contacted magicJack regarding the issue and was advised to order a replacement device. As he was unable to login to the account, he was provided a call back.
  
  On the same day, ************ has contacted our email support to cancel the account, for a refund and threatened to contact BBB if it was not processed.
  
  We sincerely apologize to ************ as he was unable to receive assistance via call and for the delay caused in assisting him. We want to inform him that we have only chat support for any Technical assistance needed.
  
  Also, we are unable to process a refund for any non-usage, as it already got applied to the device. This is inline with our Subscriber Agreement at https://www.magicJack.com/saps
  
  We want to assure ************ that there is only one active device - MAGIC ****** on account with subscription good until 03/31/2026. And no further charges will be processed on the account.
  
  If ************ wishes to purchase a replacement order, we suggest him to use the correct email address as he has two separate magicJack accounts. If he is unable to place the order from the account, he may write an email to the email address - ****************************************** and include the BBB complaint ID within the email subject line.
  
  While we are sorry for any difficulties *********** may have faced, we would like to assure him that the issue has been fixed now and Customer Satisfaction is of our highest priority. We hope ************ is satisfied with the above information.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18341203
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 11/10/2022

  Please ask the Magic Jack, in plain and simple english what exactly they are saying. As usual they have very confusing, contradicting reply's or worse yet they cant find my account. When they say I have two email addresses without stating which two emails and which exact email they want me to use????

   

  Make it in simple non confusing english. I also see that they blame the whole thing on two mails, but conveniently they  forgot to answer, how come they did not see the ***************** with the specific serial number not registered with either emails!!!!!! I suppose they dont want to admit that that their system is not working.

   

  They also forgot that why it took them almost 4 months to figure out that there were two emails!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Are they willing to extend my subscription by 4 months because of their bad book keeping and bad customer service!!!!!!!!!!!!!!!!!!!!!!!!!!!!

   

  REgards

   

  ****

  Business Response

  Date: 11/17/2022

  We want to inform ************ that there are no accounts associated with the serial number ************** he has provided. He can find the serial number of the device by following the below steps:
  
  Please connect the magicJack device on a Windows computer USB port and follow these steps to check the serial number.
  
  1) Go to Control Panel.
  2) Find Device Manager.
  3) Expand DVD/CD-ROM drives.
  4) Right click where it says Ymax/Tigerjet and click Properties.
  5) Go to the Details Tab.
  6) From the dropdown select Device Instance Path.
  7) Serial number will be at the end of that string of code.
  
  
  As informed earlier, we cannot provide a refund for any non-usage, as it already got applied to the device. This is inline with our Subscriber Agreement at https://www.magicJack.com/saps
  
  Also, we have listened to the calls he has made to our support team. We could find that ************ has used vulgar language during his interaction with the billing agent and he has refused to seek technical assistance for the issue. Also, he has threatened to log a complaint if we did not refund his remaining subscription.
  
  We want to assure ************ that he can purchase a replacement device and registering it on the same account will transfer all unused subscriptions from the old device to the new device.
  
  If ************ wishes to purchase a replacement order, we suggest him to use the correct email address as he has two separate magicJack accounts. If he is unable to place the order from the account, he may write an email to the email address - ****************************************** and include the BBB complaint ID within the email subject line.
  
  While we are sorry for any difficulties *********** may have faced, we would like to assure him that the issue has been fixed now and Customer Satisfaction is of our highest priority. We hope ************ is satisfied with the above information.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18341203
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/24/2022

  We want to inform ************ that we have once again checked and did not find any active devices associated with the serial number ************** he has provided. The only active device on the account is A103100F005502.
  
  Also, we regret to inform him that we cannot provide a replacement device for free. As per Section 26, If any customer experiences a technical problem with the Device during the warranty period and we determine that they need a replacement, we will ship a replacement Device without charge (other than shipping costs for the return of the Device), provided that the issue comply with the terms of this Section. We see that the Mr.***** account has already crossed the warranty period.
  
  However, ************ can purchase a replacement device and registering the replacement device will transfer all unused subscriptions from the old device to the new one. Hence, the remaining subscriptions can be used by him as usual.
  
  Please be advised that as per our subscriber Agreement Section 13, he may terminate the service anytime but remaining balances will not be refunded.
  
  To view our Subscriber Agreement, please visit - https://www.magicJack.com/saps
  
  We hope ************ is satisfied with the above information and we appreciate his understanding in this regard.

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18341203
  
  I am rejecting this response because: The magic *************** was manufactured by the company. The serial number has been provided to them. How come the serial number provided to them , they cant find the device?????????????? Are they suggesting that I manufactured the device?? If not, how did I get the device. Be a reasonable company and provide some service. 

   

  There record keeping is so pathetic, they cant even find their own device!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
  
  Sincerely,
  
  *****************