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:11/03/2022

  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,
  
  *****************

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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 10/26/2022, I made a customer service attempt with ********************** team member named "******".I had troubleshooted all issues with the MagicJack all night using their website and guides. I had attempted everything possible. The call just goes straight to voicemail. No ringing on device or app. I had informed the gentleman but he kept insisting me to use the same methods. And each and every method he gave, was the same ones from the website, that was not working. But he kept saying don't get ahead of him.I wasted probably an hour dealing with this gentleman and I kept asking him the same thing:Forget the device, the phone, etc. Why is it not ringing on the App if it was an issue on my end? The App has nothing to do with hardware or internet connection as it's hooked up to **** and is able to make calls but no ringing and straight to voicemail when calling.The customer service **** ****** promptly hung up the chat. This was not an accident. This person had rudely said 2-3 times don't get ahead of him, while running around the actual issue.

  Business Response

  Date: 11/06/2022

  We are in the receipt of the above-referenced complaint ************** issued with you as a result of his experience with magicJack. In this complaint, he states that he is unable to receive calls to his magicJack number although he is able to make outbound calls. ************** wants us to check and resolve this issue.

  Upon reviewing ************** account and call logs, we identified that phone number which was assigned to his magicJack device is contaminated number and hence no incoming calls were received. We have deactivated phone number on his account & processed refund for the Vanity number charge of $11.23 (incurred on 10/24/2022) on 11/01/2022.
  
  Also, a follow up email was sent to ************** informing on the situation along with steps for choosing another phone number for magicJack service. Although we havent received any response from *************, records indicate that he was able to choose and add new phone number on 11/04/2022 to his account and is able to make/receive calls using the same.
  
  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.

• Initial Complaint

  Date:10/25/2022

  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.

  My account: *************************** Acc # ******** My magicjack # *************************** My address: ************************************************************** His address ******************************** My email address: ************************** His email: ************************** SNA# ****** ***** 1c Feb. 10, 2022 I am writing to resolve an issue that has put my account on restriction. I have called repeatedly and been put on HOLD for more minutes that I can count. I have owned two Magicjacks for two different homes. I am happy with the product, but your customer service is atrocious. On October 10th I ordered a Magic **** for my neighbor, as a good gesture. I paid for it on my personal charge card for $49.83. It was delivered to *************************** at ***************************************************************, which is my address. After several attempts we were unable to connect the Magicjack due to his complex phone connection. He became very frustrated and told me to unhook the (expletive) device and gave it back to me to return, which I have had a problem returning, because I am unable to print out a necessary return label. I tried my email address and his email address. I tried calling more times than I can tell you, all with no results. Since I was unable to return the device I called my credit card company and they reversed the charge of $49.83 on November 9th.Then on January 11th, they recharged my account $49.83, by reversing the credit they had given me.Again I tried to call and eventually I was connected and told I had to write an email to Customer ******************************** which I did they responded on February 8 that they could not identify my account and to call this number ************ which I did and was told that there was a restriction on my account and I to send an email to ******************************************* explaining this situation.I am not interested in a refund. I just want my account NOT RESTRICTED. i CANNOT ACCESS MY ACCOUNT AND MAKE CHANGES. i AN UNABLE TO FORWARD MY CALLS ETC. t I

  Business Response

  Date: 10/28/2022

  We received the above-referenced complaint ******************** issued with you as a result of his experience with magicJack. In this complaint, he states that he wants the restriction on his magicJack account be removed.
  
  Upon reviewing the account, we see ******************* has disputed the charge of $49.83 USD for the magicJack device purchased on 10/29/2021. Due to this chargeback, we have restricted their magicJack account and any linked account, from placing orders, technical support, activation of any new devices, and subscription renewals.
  
  After careful consideration, we have now removed the restriction from Mr. ********* account. And he can use the service or place orders without any issues.
  
  While we are sorry any difficulties ******************* may have faced in using our service, 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: 10/28/2022

   
  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:10/21/2022

  Type:Sales and Advertising 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.

  About 5 years ago, my brother-*****- was determined to be disabled and unable to work. ***** had a hard time paying bills so I paid his phone bill with my credit card online a few times. MagicJack decided to add my name as the primary and ***** as secondary contact. When ***** started getting his disability payments, I attempted to stop payments with my card so he could start making payments. I ended up canceling my credit card. MagicJack started taking *****'s card as payments but left him as secondary contact. MagicJack has used my name, with *****'s address in a town I've never lived in, and using *****'s credit card to pay for the phone bill. We have tried several times to get my name off the MagicJack bill without success. ***** is now letting this phone number he has had for years be canceled by not renewing it. ***** attempted to get a new MagicJack plug/box with a new number just to get my name off the old number. ***** signed up his credit card to pay for the bill-prepay. But when MagicJack asked where to mail the new plug/box, ***** told them his address- which came up with my name. Since MagicJack assigned my name to an address I've never lived at, *****'s new plug/box is registered in my name again. Basically, I want my name removed from my brother's address and bills. It's his home, address, credit card, and phone bill.

  Business Response

  Date: 10/28/2022

  We received the above-referenced complaint ****************** issued with you as a result of her experience with magicJack. In this complaint, she wants us to remove the name, credit card and billing address from her brothers magicJack account. 
  
  We want to confirm ****************** that the name on the magicJack account has been changed from ************************* to *************************. And, we have removed her credit card and billing address from the account.
  
  Also, ****** credit card and billing address has been updated on the account. And we assure ****************** that she will not be charged anymore.
  
  While we are sorry for the error caused and any difficulties ****************** may have faced, we would like to assure her 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: 10/28/2022

   
  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:10/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I haven't used magic **** services in 2 years they keep withdrawing money from my bank account they claim they can't find my account to cancel it I have requested it be 100 percent canceled they are playing Email games.there website is setup in a fraud way where there is no end account option the please help I believe they are frauding lots of people. If they can't find my account how are they taking money I haven't authorized. I requested full refund and they quit responding.

  Business Response

  Date: 10/18/2022

  We are in the receipt of the above-referenced complaint ****************** issued with you as a result of his experience with magicJack. In this complaint, he states that he has not used the service since 2 years. Hence, wants to cancel the account and get a refund.
  
  Upon reviewing the account, we see that the magicJack service was recently auto-renewed on 09/30/2022.
  
  We want to inform ****************** that as the Auto-renew option was enabled on the account, the renewal was processed automatically. Also, email reminders regarding the renewal were sent to his primary email address prior 30 & 7 days of renewal.
  
  Considering the situation and as an exception, a refund of $49.67 has been issued on the account. Please allow 3-5 business days for the refund to reflect on the account. The credit may not show up on your physical printed statement from your bank for up to two billing cycles.
  
  We want to confirm ****************** that the subscription has been deactivated and the account will no longer be billed towards this subscription.
  
  We would like to assure ****************** that Customer Satisfaction is of our highest priority. We hope he is satisfied with the above information.

  Customer Answer

  Date: 10/19/2022

   
  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:10/11/2022

  Type:Customer Service 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.

  due to problems in the use of the network, I decided to go with another company, when I call only people from *************** come out and ask me the answer to the security question, I answer and they tell me that it is not and since I don't know it they can't do nothing, I have access to my account but there is nothing that I find that makes me see the answer to that question, I have changed it more than 8 times and it accepts the update but people in *************** see the same thing, I have sent multiple emails and They only tell me that I will receive a text message with the key number so I can transfer to another company, I have been in conversation for 1 month through email and they have never sent me any SMS with the key number, it is the only way for me not to lose my number originals which I have for many years, every time I call again they say the same thing, since I don't know the answer to the security question, they can't do anything, I'm already frustrated and tired, they already billed me for another month and I'm still waiting the sup Our key number, there is no customer service office here in *******, they are contracted abroad, I have requested through the channels they have so that they can send me where I can communicate more effectively, either by phone or email, but they refuse to give me such information, I request that they credit me for a month and give me the opportunity to change to any company of my choice,

  Business Response

  Date: 10/18/2022

  We are in the receipt of the above-referenced complaint **************** issued with you as a result of his experience with magicJack Wireless. In this complaint, he states that he had trouble porting out his numbers from magicJack Wireless to a different carrier and wants the issue to be resolved.

  Upon reviewing the account, we see that **************** has reached our support teams multiple times seeing assisting in porting out his phone numbers from magicJack Wireless. However, as he was unable to verify the account, our support representatives were unable to provide required assistance.

  A follow up call back was arranged to **************** on 10/13/2022 and required assistance was provided to him on porting out his numbers from magicJack Wireless. We advise him to wait for the notifications from magicJack Wireless or his new carrier to confirm on the port completion.For any further assistance, **************** can reach magicJack Wireless support teams at - https://magicjackwireless.freshdesk.com/support/solutions/articles/69000633955-contact-us and he would need to list his BBB case# within the subject line so we can address any concerns he may have immediately.

  We would like to assure **************** that Customer Satisfaction is of our highest priority. We hope he is satisfied with the above information.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18194888
  
  I am rejecting this response because: the representative asks me about the answer to a specific security question, which I forgot, during multiple attempts to change that answer more than 15 times, the system did not update, I told the representative very clearly that I have concentration problems., I'm a disable person, that if there was another way for him to verify my account>> he told me no, that if I forgot the question he couldn't do anything, I told him that it was assigned to my account on the magicjack webside, that it would provide him with all other information like I have the phones in my position, I even gave him the sim card number, or that he send me a link or text to any cell phone in the account, but NO, I forgot the security answer and that they couldn't do anything ..... 
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/30/2022

  Upon review of ****************** account, it indicates that he was able to login to his account, make payment for the service along with changing the password on account on 10/26/2022. However it also indicates that **************** did not update the Secret question and answer on the account. He can try using a different browser and/or clear cache before updating Secret question and answer on the account from magicJack Wireless account portal at - https://www.magicjackwireless.com/Buyflow/SignIn.php .
  

  For any further assistance, **************** can reach magicJack Wireless support teams at - https://magicjackwireless.freshdesk.com/support/solutions/articles/69000633955-contact-us and he would need to list his BBB case# within the subject line so we can address any concerns he may have immediately.
  

  We hope he is satisfied with the above information.

   

• Initial Complaint

  Date:10/05/2022

  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 purchased a one-year magic jack **** $40 through WalMart.com and received the ecode to begin using MagicJack. I started on July 30, 2022. In September, my MagicJack stopped working. I called customer service and was told they don't support Windows 7 anymore and I would have to upgrade my computer to Windows 8 or higher. I told the rep that I had no intention of upgrading my computer and I want a refund then of the unused time on the ****. He said no. I told him they didn't even give me any warning of this. He said he can't help that; he won't refund my ****. I do not want to waste 10 months on my ****, and I want a refund! They are stealing my money. And when did they know they wouldn't support Windows 7 anymore and maybe they shouldn't have sold the **** in the first place.

  Business Response

  Date: 10/13/2022

  We received the above-referenced complaint ******************** issued with you as a result of her experience with magicJack. In this complaint, she states that she was not informed about the device compatibility and now she does not want to upgrade ********* Windows. Hence, wants a refund towards the **** purchased at ********
  
  Upon reviewing the account, we see that the only active device on account is magicJackEXPRESS. ******************** is using a very old magicJack device type and wants to use on Windows 7.
  To use magicJack service, following are the minimum system requirements as per our Subscriber Agreement at https://www.magicJack.com/saps:
  A computer with Windows 8, 8.1, 10 or MAC operating system; AND  
  Internet connection: DSL, Cable, or Broadband high-speed internet connection, with at least 5 mbps download speed and 3 mbps upload speed, AND  
  A corded or cordless telephone (you can also use a headset or your computers microphone and speakers).
  We would like to inform ******************** that the newer version of magicJack device may be obtained by placing a replacement order at https://my.magicJack.com/ Once they login,they can hover over Account tab and click on Device Replacement. It costs $26.95 plus taxes/fees. While the newer model might work on Windows 7, please note that the recommended Windows operating system is Windows 8 or above. ******************* can also purchase a newer model of magicJack device at any retail store and register it as an Upgrade/Replacement for the existing account while activating it.
  
  Also, we want to inform ******************** that they can still use free Companion App on their smart phone as long as the device subscription is active. They can download the magicApp from App store and login with magicJack credentials.
  
  If ******************** has any concerns regarding the ****, they can contact the source from which the **** was purchased.
  
  While we are sorry for any difficulties ******************** may have faced in using our service, we would like to assure her that Customer Satisfaction is of our highest priority. We hope ******************* is satisfied with the above information.
  

• Initial Complaint

  Date:10/04/2022

  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 am a long time magic jack ********** have had the phone number ************ at this address for years.When the device was slowly dying, failing more than working, I was told I could purchase a new adapter from MagicJack. The line on our credit card account reads:01/03 MAGICJACK.COM ************ FL $67.00 I believe I was told by tech support that I would have to start up the new account, and then they would port my phone number over to it. Later Aldrai said:"Unfortunately, you won't be able to use your new magicJack device now to your old magicJack number since your new device is now registered on a new account and there's no option in transferring a registered device to another ********************** account."So I lost my old reliable phone number, but the kicker is that MAGICJACK has not deactivated the old account, and is billing me twice a year for service.It took many hours over 2 days to finally get through to someone who sounded like "********", although I asked her to repeat her name, and she ignored **** explained that MAGICJACK was billing the number they lost on me, ************ which hasn't had hardware to provide service to since January of 2021.They are also, correctly billing me for service on the phone number ************. I explained that both accounts were BILLING THE SAME CREDIT CARD, and that the older account HASN"T BEEN USED SINCE JANUARY OF 2021. Apparently MAGICJACK rules won't allow them to do anything to an the account unless I can provide the ***** address that was used to initiate the account what 7 to 10 years ago? One that hasn't been used in so many years that I deleted it from my ***** program.When MAGICJACK just worked it was a great service, but nobody wants to be double-billed.the desired resolution is two-fold. #1 is the refundof $49.72 and $45.09 #2 is the cancellation of the account (************) that should've been moved to the new hardware, but now shouldn't have existed after 1-11-2021.

  Business Response

  Date: 10/13/2022

  We received the above-referenced complaint ************** issued with you as a result of his experience with magicJack. In this complaint, he states that he was charged for a phone number he was not using. Hence, he wants to cancel the number and get a refund.

  Upon reviewing the account, we see that ************** has two accounts; a ported-in phone number ********** and a U.S. Phone Number- Free **************. Please be advised that transferring phone numbers across two magicJack accounts is not an available option.

  The magicJack device subscription with phone number ********** is active with the auto-renew feature enabled on the account, allowing the account to be automatically renewed every year. Email notifications were sent to the primary email address associated with the mentioned phone number before the renewal was charged and after.
  Even if ************** m deactivated his email address *********************, the charges would show on his credit card monthly statement. We do not show a customer contact before 07/21/2022 requesting a refund of the charges he incurred on 05/26/2022 and 01/07/2022.
  Therefore,a refund will not be issued as requested for the magicJack account associated with ********** and **************. ************** can refer to the Subscriber Agreement sections 8, 9, and 13 at https://help.magicjack.com/faq/saps/.
  Should ************** choose to port out his telephone number, magicJack does not charge a port-out fee. Instead, port-out requests are initiated by the customer's new service provider, who coordinates the transfer. Please note that the phone number must be active and assigned to an active magicJack device so you can port your phone number. magicJack requires four specific pieces of information to validate a port request: phone number, account number, zip code, and account passcode/password. In addition, please be advised of our Subscriber Agreement Section 3a for porting out numbers to a new carrier at https://help.magicjack.com/faq/saps/
  For **************, we show the device has a subscription valid until 01/10/2023.The account is not set to auto-renew; we also removed the credit card from the account. 

  Customer Answer

  Date: 10/16/2022

   
  Complaint: 18168517
  
  I am rejecting this response because:

  Apparently the original complaint was too confusing for MagickJack to understand.  Resolution ABSOLUTELY REQUIRES the cancellation of the ************ account, which SHOULD have been cancelled when I bought the new hardware to replace the dead hardware, and was told to register it on a new number, and then told that they would not be able to port my number over.

  1: Cancel the ************ number! Simple.

  2: The reason for requesting a refund is because of ALL THE HASSLE MagicJack has put me through to do what they should have done when the old hardware died.
  

    I want to reiterate, there is NO REASON for my credit card to be attached to an account whose hardware has died (************). Removing the credit card from the account currently in use *************) doesn't make sense.

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

  Business Response

  Date: 10/22/2022

  Our sincere apologies to ************** for the confusion caused.
  
  The subscription of the device DOD associated with the phone number ************** is good until 05/26/2023.
  
  We want to inform him that the charges are very much inline with the subscriber agreement. As it is already processed and applied on the account, we are unable to refund the charge.
  
  We would like to assure ************** that we have removed the credit card on the account associated with the phone number **************. They may still use the Companion App until the given expiry date without any charges.
  
  If ************** still wish to cancel the old account immediately, please be advised that as per our subscriber Agreement Section 13, they may terminate the services anytime but remaining balances will not be refunded. He can confirm back for complete account deactivation.