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:12/21/2024

  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.

  My MJ failed after 5 years and ** sold me another one for $40. The new one arrived and didnt work. ** has a splash screen that is 1/8 the size of the computer screen. There is a button to connect to the telephone. It doesnt work. I have had several conversations with them about this to no avail.They offered me competing advice and none of it ********** they dont answer the phone and you cant leave a message.Todat I got another message saying that the device is broken and I need to buy another one for $26 because the warranty is only for a year. I bought the new MJ 2 months ago.I want my money back.

  Business Response

  Date: 12/31/2024

  We received the above-referenced complaint Mr.  ***** issued to you because of his experience with magicJack. In this complaint, Mr.  ***** complains that magicJack dial pad does not work on windows HP computer and it appears to be small.
  
  Upon reviewing Mr.  ***** account, we see that Mr. ***** original magicJack device was not working and hence, he purchased a replacement device for $26.95. Mr.  ***** started contacting 11/14/2024 reporting that he was unable to use magicJack device.Since then, tech support provided the trouble shooting steps. Mr.  ***** confirmed that the device works fine with other **. It only has issues with HP Windows 11, the Dialpad appears to be small. We advised him to check the ** resolution or contact ** manufacturer for resolution settings.  Later Mr. ***** contacted multiple times stating it does not work & requesting a refund. On 12/21/2024, the customer was informed that the device needs to be replaced. Hence, Mr.  ***** is insisting for a refund.

  In receipt of this BBB complaint, we have sent a follow up email to email address ******************** asking Mr. ***** to upgrade the device firmware & check for the issue reported. Also informed that he has a different device named as "FAX MACHINE" SN:A119300107F005 on the account and we suggested Mr. ***** connect this device to HP Windows ** & confirm if it works fine. If issue persists, asked for the device firmware version to check further. We also informed Mr. ***** that the device which was purchased was a replacement device. We do not provide warranty for replacement devices and once they are registered on the account, the old device subscription gets transferred to it. We regret to inform that we cannot advise him to return the device, as replacement devices are non-refundable.

  A follow up email was also sent today 12/31/2024 as well, asking if the issue is resolved as we have not received any response yet. Therefore,we suggested Mr. *********** to reply with the details requested to follow up 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 Mr. *********** has faced in using his magicJack service. We want to assure Mr. *********** that customer satisfaction is our highest priority, and we appreciate his business.
  
  We hope Mr. ***** is satisfied with the above information.

• Initial Complaint

  Date:12/16/2024

  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 a Magic **** account I have been paying for, but never use. I have auto-renewal turned off. Today, I received 3 e-mails with links to "rapid renew" my subscription for another year. I NEVER clicked on the links in these e-mails. A few hours later, I receive an e-mail thanking me for my auto-renewal. I NEVER authorized this charge. My auto-renew has been turned off, and there is no option to remove my credit card information from this website. This is extremely shady and fraudulent behavior on the companies part - charging a credit card without authorization. I do NOT wish to use your services, I want this auto-renewal (which I NEVER approved) canceled, I want my credit card information removed from your records, and I want this account closed. I will never be doing business with your company again. If these charges aren't removed I will be contacting my credit card company and reporting you for fraud. Again, you have NO RIGHT to charge my credit card account - I never agreed to a renewal.

  Business Response

  Date: 12/25/2024

  We received the above-referenced complaint that Mr. ********* issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to issue a refund, remove his payment card from the account, and wants us to cancel his magicJack account.
  
  Based on Mr. ********** account review, Mr. ********* renewed his device subscription through IVR on 12/16/2024. The subscription was active till 01/09/2026. Prior to the renewal, there were 3 emails sent regarding the Rapid Renewal option on 12/16/2024. However,Mr. ********* reported that he did not access the renewal option and did not renew the subscription. In addition, we show that Mr. ********* disabled the auto-renewal option on 05/26/2023 and was sent email confirmations to both of the email addresses we had on file during that time. We show that the subscription Mr. ********* was charged with was renewed through *** and not the auto-renewal nor rapid renew options. We have also received a billing email via our *** from Mr. ********* on 12/16/2024 reporting that his subscription got renewed, but he never renewed it. While it was being reviewed, Mr. ********* filed a BBB complaint.

  In receipt of the BBB complaint, as Mr. ********* reported that he did not renew the subscription, we have issued a refund for the renewal. We sent a follow-up email to Mr. ********* on 12/19/2024, explaining to him that a refund of $51.03 (USD) has been issued and asking him to allow 3-5 business days after the refund's issued date for it to be applied to the original method of payment used to place the order. We have also informed him that we removed his payment card from the magicJack account.

  Regarding cancelling his account,we see that his magicJack device subscription is valid till 01/09/2025. Hence,we advised him to continue to use the service till the end of his subscription period. On the date of subscription expiry, the device will be deactivated automatically. If he still wishes to cancel immediately, we asked him to confirm back to our email for complete account deactivation. We also recommended he log in to the account portal, hover the cursor on the 'Call Features' tab, and turn off Voicemail via email and Voicemail on/off delay.However, we haven't received any response to date to the email that we sent.

  Therefore,we would like to inform Mr. ********* that the subscription will be deactivated automatically on the date of subscription expiry, 01/09/2025. Should his account subscription remain inactive after the expiration date, his transfer-in number will be deactivated within 90 consecutive days of not making a call. If he wishes to port out the number to a new provider or to cancel the account immediately, he can reply to our email or directly write to us at ******************************************* including the BBB complaint ID number in the subject line. Once he confirms his decision, we will provide him with the necessary steps via email.

• Initial Complaint

  Date:12/11/2024

  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.

  Called Majolica **** in ******* .Told them their item was defective. They sent me a postal receipt to send back and I paid for shipping.This was over a month ago.Called them and they wanted a magic **** number .Went round and round no refund back to me.

  Business Response

  Date: 12/18/2024

  We received the above-referenced complaint that Mr. ***** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to issue a refund for the returned magicJack device.
  
  Based on Mr. ****** account review, Mr. ***** purchased a new magicJack device on 11/09/2024. Mr. ***** contacted magicJack by email on 11/20/2024, reporting that the device is not turning on and hence wanted to return the device. Our support representative asked for the serial number of the ********************** device. We did not receive a response to the email request.

  However,based on a review of the magicJack account, we see that Mr. ***** created an RMA to return the magicJack device on 11/21/2024. Within the return instructions, Mr. ***** was advised that Your method of payment will be credited within two (2) weeks from the date the return is received. The credit may not show up on your physical printed statement from your bank for up to two (2) billing cycles. The device was checked into inventory on 12/06/2024. 
  
  In receipt of the BBB complaint, we received on 12/11/2024, we sent a follow-up email to Mr. ***** on 12/12/2024 explaining to him that a refund of $61.74 (USD) was issued to his **** card ending in 7304 on 12/06/2024 and asked him to allow 3-5 business days after the refund's issued date for it to be applied to the original method of payment used to place the order. We suggested that he check with his financial institution regarding the refund, as the credit may not show up on his physical printed statement from his bank for up to two billing cycles. For any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.

• Initial Complaint

  Date:12/05/2024

  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 purchased a magic **** for my mother and established a payment through my credit card for my mother's service. My mother died last February. I contacted magic **** to cancel the service and they still build me On my credit card I called them told them to refund the money. I called my credit card company. And disputed the charge. And now they're saying something about. I have ahold on my account so I can't use my voicemail for my phone which is through magic **** I spent weeks trying to resolve this with them When They charged me. Why should I be penalized for not wanting to continue to pay for My dead mother's phone. This is so wrong it stinks.

  Business Response

  Date: 12/16/2024

  We received the above-referenced complaint that Mr. **** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to remove the restriction on his magicJack account.
  
  Based on ******** account review, Mr. **** has a device subscription named PHONE, and it is active till 04/05/2027. As per the contact history, Mr. **** contacted our tech support via phone on 11/26/2024 reporting that he is unable to access voicemails. As the account is restricted, our support representative informed that there is a restriction on the account and advised to send an email to Billing-********************************** Mr. **** sent an email on 11/26/2024 reporting that he cant get voice mail.
  As the billing address was not correct, our email support representative asked Mr.**** to verify the billing address. We did not receive an email response from Mr. ****, instead on 11/28/2024, he contacted our billing support via phone reporting the voice mail issue. The agent reiterated the billing restrictions to Mr. **** and escalated his account for further review and email customer contact. We informed Mr. **** that there is a dispute on the linked account associated with the email address ******************* and hence both the accounts were restricted.
  
  To remove the restrictions, we advised Mr. **** to check and reply to the email that was sent to *******************. Please be advised that billing restrictions do not prohibit the services from working. The customer can still make and receive calls with the magicJack device and companion app. We do, however, restrict agent-assisted technical support and the customer's ability to place any order that includes the purchase of devices, phone number changes, subscription renewals, registration, and adding international prepaid calling minutes.Customers have access to the self-help site that is located at **************************************** to help them navigate through the service issue. 
  
  With that said, we received a reply from the email ******************* asking about the phone number associated with this account. We have explained to Mr. **** that the phone number associated with the account ended in 2769, has no active subscription on the account. In case he wishes to reactivate the magicJack services with a new phone number, he needs to pay the reinstatement fee. To this the Mr. **** replied, stating that he purchased the phone number ************* and the magic **** for his mother, and he was paying her bill. About a year and a 1/2 ago she started to live in an assisted living place because his sister could no longer care for her in her own house. He said that last February she died, and he contacted magicJack stating that he needed to cancel her account. 
  
  Based on the contact review, we show that Mr. **** did indeed call on 08/07/2023 wanting to cancel the account; however, he was unable to verify the account with the billing agent and was referred to email support for further assistance. On 09/24/2023, we received a chargeback notification for the account, in which Mr.**** was eventually refunded by his financial institution. We did not get a response to the restriction notification we sent on 09/29/2023.
  
  In the recent contact with our customer care team, Mr. **** was informed of the accounts restrictions, in which he threatened that if we did not remove the hold on his account, he would get an attorney and contact the Better Business Bureau. We have informed him that the account he disputed the charge has been deactivated and he was refunded by his bank for the disputed charge. We have also explained to him that as per our subscriber agreement section 8" If you dispute a Service charge through his credit card company and we are charged a chargeback fee by his credit card carrier, he will be charged a $25 fee to re-activate your account.
  
  In receipt of the BBB complaint, we were given the approval to remove the billing restriction from his account associated with the email address ********************.  Mr. **** was sent an email making him aware of the restriction removal. As he reported that his voice mail was not working, we recommended him to try enabling Voicemail from the magicJack account site, provided the steps to enable the voicemail. We advised him to write back to us with more details, if he is still having trouble setting up Voicemail. For any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line,at customers**********************************

• Initial Complaint

  Date:11/11/2024

  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.

  To whom it may concern,I have been a customer for a long time and I recently encountered a problem with your employee ***resentatives. I received an email for a promotion for $35.00 10/29/2024 and on that date I called directly to the tollfree number to get this deal and added the promotion to my number ending 4122. I have spent alot of hours and ***eated phone calls to magicjack customers service trying to get this resolved. The magicjack employee/ ***restative that she has confirmed my account in detail by verifying who I am, my email, address, and the telephone number that I want service for ending in 4122. After all that verification and ***eated my number ending 4122 and explained also problems of the service I was receiving she put the purchases service and new device to ***lace my exsisting old device to the another number that I have with magicjack ending 9223. How can this error occur after all I have ***eatedly said to this ***resentative, she did offer to this same deal to this number ending 9223 and I declined. I told her no and I will wait til next year to think about it. Now I'm believing that this magicjack employee did this purposely forcing a sale possibly hoping that I will not cancel. I did cancel!!! This is not what I paid for! I called customer service same day to cancel and the wait time is unacceptable all customer service that I have encountered did not seem what they were doing and could not understand me. After so many calls and asked to speak with a supervisor which no supervisor was AVAILABLE that *** put the cancel order and received an 2 email confirmations. All this email info is attached for you to see in pdf form. I checked my account for the refund and I see that is posted back to my account. Now I call back today 11/11/2024 to get the service I paid for but was cancelled because of the error ??? magicjack *** made??? to reinstate it to the correct number ending 4122. (2) MAGICJACK EMPLOYEES HUNG UP THE PHONE ON ME

  Customer Answer

  Date: 11/12/2024

  Thank you BBB for allowing to continue this complaint.  On 11/11/2024 the 2 magicjack ***resentatives hung up on me *** #1 because I could not locate the city when I logged in to my magicjack online account to look for the information to verify my account and to her personal standards her time was more important than the magicjack customer so she terminated the phone call while I was on the phone with her looking for this information and *** #2 after explaining to her that I want to purchase the device with the promotion that was available and purchased with the *** that processed the order 10/29/2024 applied to the wrong number ending 9223 instead to the correct phone number ending 4122 this led to this inconvenience to me .  After explaining she then offered me about another promotion to process and I told her no, I want the promotion I paid for and she could not do nothing, I asked for a supervisor and all of sudden she terminated the call. This is a waste my time and the emotional distress that I have experienced with magicjack customer service.  This experience! Actual fault caused by your employees and because of this experience I have now discovered how this company runs its business and treats long time customers like myself. I want to be compensated for my troubles and have those employees employment with your company terminated.  This way in the near future this will never happen again to another customer of yours.

  Thank you for your cooperation,

  Long time magic **** customer 2 devices

  Business Response

  Date: 11/25/2024

  We received the above-referenced complaint that Mr. ***** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to allow him to purchase the device towards the correct phone number using the same promotion.
  
  Based on Mr. ****** account review, Mr. ***** has 2 active magicJack devices on the account. One of the devices named MODELOS has an active subscription till 11/18/2024 and the phone number assigned to this device ends in 4122. The other device named MAIN has active subscription till 04/15/2025 and the phone number assigned to this device ends in 9223.

  Mr. ***** contacted magicJack on 10/29/2024. The initial 3 calls got disconnected as our support representatives were unable to hear anything. Later, the call got connected to the support representative. ******** reported that he has a dial tone issue, and the phone calls are not working at the same time Mr. ***** said he is trying to renew the subscription using the $35 promotion but does not want to get any device. Our support representative explained the promotion details, explained about upgrading the device.Then placed the order for the upgraded device on the existing device subscription associated with the phone number ending in 9223.
  On the same day, 10/29/2024, Mr. ***** contacted again to report that the order has been placed on a different device when he clearly said that he wants to upgrade the device associated with the phone number ending in 4122. Mr. ***** asked to transfer the order to the correct device. As it is not possible, he asked us to cancel the order. The order has been cancelled and a refund has been issued. Mr. ***** contacted us on 10/31/2024 stating that he wants to avail himself of the $35 device promo on the correct device. Our support representative tried placing the order, but the payment collection failed, and the call got disconnected. Mr. ***** again contacted us on 11/11/2024 stating that he wants to place the order for the device using the $35 promotion. While our support representative is verifying the account,the call got disconnected.
  
  In receipt of the BBB complaint, we have sent a follow-up email to Mr. ***** explaining that the device order was placed on a different phone number and hence, it has been cancelled and a refund has been issued. Now, as he wanted to place the order for the device order on the correct phone number, we informed him that the device promotion for $35 plus taxes and fees has already expired and hence, he will not be able to get the promotional price. We have also informed him that magicJack will have the devices on sale during the week of Thanksgiving and on Cyber Monday December 2nd. We advised him that he can place the order for the new device during the sale period.
  
  We received a reply from Mr. ***** asking us to extend his subscription period so that he can avail the promotion and wanted to make sure that the Auto renew option is turned off for both the device subscriptions. We have added a 1-month free subscription period to the device associated with the phone number ending in 4122 and sent a follow up email informing him the same and also confirmed that the Auto renew option is off for both the devices. For any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.
  
  We apologize for the inconvenience caused and for the difficulties ******** faced.

• Initial Complaint

  Date:10/29/2024

  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 have been trying to get my account closed. I have been unable to get into my account so I contacted them on ******** I no longer use the magic jack the piece that you plug in and goes into the router over heated. So I stopped using it in my house and put the app on my phone. It got hacked. I told them on ******** I could not get in my account. They said I had till 2028 on my subscription and there was no refund. I do not care about the money. I want the account and number stopped. They said give them my name and address which I did and I gave them their phone number ********** and they said they would take care of it. But they gave me an email address for customer service. I sent them an email early this morning and no response. Their service goes through my router and I replaced the router. I did get sent a special for the piece that you use for in the house. I do not want their service and I want my account closed. As for customer service I do not think they really have one. I do not want money do not want refund I want the account closed now. I have removed everything from my phone and house.

  Business Response

  Date: 11/05/2024

  We received the above-referenced complaint Ms. ****** issued to you because of her experience with magicJack. In this complaint, she wants us, magicJack, to cancel her magicJack account.
  
  Based on Ms. ******* review, Ms. ****** renewed the device subscription on 03/30/2023 for 5 years through our Rapid renewal feature and the subscription is active till 10/24/2028. Ms. ****** contacted through ******** on 10/26/2024 to ask to cancel the account as she no longer wants to use the service. As Ms. ****** provided only the phone number, email address and the name, we have asked to verify the complete billing address. Once the account is verified, on 10/29/2024, we have provided the subscription details and explained about no refund policy. If she wants to cancel the account immediately, we asked Ms. ****** to send an email to ******************************************* She confirmed on ******** stating that she is unable to login, and she is not bothered about the refund.Asked us to cancel the account. If not, she threatened to contact BBB. She also sent an email to ****************************************** on 10/29/2024 asking to cancel the account and confirmed that she do not want any refund. While we were reviewing the email, Ms. ****** reached BBB.
  
  In receipt of the BBB complaint, we have completely deactivated her magicJack account and sent a follow up email to her confirming that her account with ********************** is deactivated now. For any additional help, she can also 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 Ms. ****** faced.

  Customer Answer

  Date: 11/18/2024

   
  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:10/28/2024

  Type:Customer Service 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.

  In July I paid $174 for 5 more years of service. Within the last 2 weeks I was left without service. I tried calling but the number did not accept my call, I tried emailing, no email address existed. I looked them up, they did not exist, their website did not exist and now that I want a full refund as I have already found a new service and will not renew their service.

  Business Response

  Date: 11/05/2024

  We received the above-referenced complaint that Mr. **** issued to you because of his experience with magicJack. In this complaint, he wants us,magicJack, to issue a refund for the latest renewal.
  
  Based on ******** account review, Mr. **** renewed his subscription for 5 years on 07/16/2024 and the subscription is good until 06/07/2032. Upon checking the contact history, we do not see any contacts from Mr. ***** In the complaint, he mentioned that he tried reaching magicJack through call and email as well. Not sure through which website he tried contacting us.
  
  In receipt of the BBB complaint, we have sent a follow up email to Mr. **** explaining that he was able to renew the services on 07/16/2024 through the magicJack account portal and he spoke with customer care every year. As he has contacted magicJack before, we have informed him that we have not changed our customer care numbers, our website address, or email addresses. As he mentioned that he tried calling but the phone number did not accept his call, he tried emailing, no email address existed, to check this further we asked him to provide us with a copy of the email, phone numbers, and site he claimed that he visited. Regarding the refund, a refund of $174.00 has been issued in the form of payment used when the order was originally placed. We asked him to allow 3-5 business days for the refund to reflect on his account. The credit may not show up on his physical printed statement from his bank for up to two billing cycles.
  
  As ******* has mentioned that he already found a new service and will not renew the service with magicJack, we asked him to confirm if he would like to cancel the magicJack account. We advised him to use his magicJack device subscription till the end of his subscription period, that is till 06/07/2027. If he still wishes to cancel immediately, we advised him that as per our subscriber Agreement Section 13, he may terminate services anytime, but remaining balances will not be refunded. We received a reply from Mr. **** stating that he will wait for the return of the funds, and he also confirmed that he will accept the current expiration of 06/07/2027 and accept if this does not include the additional year that he paid in July. For any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line, at *******************************************

  Customer Answer

  Date: 11/08/2024

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

  Customer Answer

  Date: 11/08/2024

  Please close complaint, it has been answered and I am satisfied.

• Initial Complaint

  Date:10/22/2024

  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 ordered a replacement magicJack device directly from the magicJack Website on 10/11/2024. The total price was $60.58 including shipping. I received the complete kit replacement device in my mailbox via **** on 10/18/2024. The replacement device included the *** magicJack (interface) device, a *** (wall socket) power adapter, a power adapter extension cable and a ethernet cable. I installed the device in my home on 10/27/2024. I encountered a problem powering up the device using the power adapter, it would not turn on, so I called magicJack technical support (Reference number *********). It was determined the new power adapter is defective as confirmed with using my original device power adapter that came with that kit in 2017. However, when I requested a free warranty replacement, the representative declined advised I would have to pay for a new adapter off their website or call their billing **** during normal business hours Monday through Friday. (A new power adapter from their Website is $2.99 plus shipping and fees for $12.52 total.) I called the billing ****. on 10/22/2024 and requested a warranty replacement power adapter free of charge, (warranty period is 1-year per the Website). The Representative declined my request stating it needed to be escalated to management for review and I'd receive an email the outcome. Today 10/22/2024 I received the promised email advising: "We regret to inform you that we do not have any option to ship an adaptor from our end. You can place an order for a new adaptor from your account at shop option after you login at ************************************* using your email address and password." I called the billing department again this morning 10/22/2024 to (again) state my dissatisfaction and received another reference number ********* to document that I would file a BBB complaint. In conclusion I request the BBB to investigate this complaint and help me achieve free warranty satisfaction. Thank you.

  Business Response

  Date: 10/31/2024

  We received the above-referenced complaint that Mr. ******** issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to ship him a new power adapter at no additional charges.
  
  Based on Mr. ******** account review, we see that the Mr. ******** ordered an upgrade magicJack device on 10/11/2024. Mr. ******** contacted our tech support team on 10/20/2024 and reported that the magicJack device is not powering up. Our tech support representative advised to check the power Adapter. Mr. ******** tried connecting his old Adapter, then the lights were on. As the Adapter is defective,the customer wants us to send the replacement Adapter. Our tech support representative advised him to call the sales team. Mr. ******** called us again on 10/21/2024 regarding the same issue and it has been escalated to the higher team for review. We informed Mr. ******** that we do not have an option to send the Adapter separately from our end. Provides steps to place an order for the Adapter from our magicJack website. Mr. ******** again called us on 10/22/2024 and asked why we cannot send a warranty replacement of Adapter and threatened to complaint to BBB. This has been escalated to the again to the higher team for review.
  
  While the issue is being reviewed, Mr. ******** contacted BBB. In receipt of the BBB complaint, we have sent a follow up email to *********** explaining that the warranty he is referring to is for the device but not for the accessories.However, as an exception, we informed him that we will ship the power adapter at no additional charge and advised him that he no need to send us back the one he has received with the device. We asked him to confirm the shipping address to ship the Adapter. Once confirmed, we shipped a new Adapter and provided him with the tracking details to track the delivery status.  As per the tracking it shows as the new Adapter has been delivered to him on 10/28/2024. For any additional help, he can reply to our email or email us,including the BBB complaint ID number in the subject line, at *******************************************

  Customer Answer

  Date: 11/26/2024

  Dear BBB, as a courtesy follow up, yes MagicJack has ultimately rectified the issue I submitted the complaint to you about. Although there is a discrepancy or two in their follow up summary message to you, the bottom line is yes I did receive the replacement power adapter at no charge and that item now successfully makes the MagicJack device work when plugged into a wall power outlet. On an aside, I guess I can understand this particular "accessory" is not covered under their product "warranty", but this really was not the case in this instance being I had received a defective "accessory" on the recent new product purchase and timely reported it the them. In conclusion, the problem is resolved, not otherwise possible without your assistance in my opinion. Thank you for you valuable help and service getting this resolved for me. *** *.  

• Initial Complaint

  Date:10/15/2024

  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.

  October 28, 2023 Magic Jack ******* my credit card for four years service. Their customer service is unreachable. I does not ring quality is poor. On reaching customer service it is only by robotic chat. To resolve any issues they want your credit card to charge. 56 dollars. I tried porting my number out. They refused to aknowledge the request. I want my money back. My husband is the one to put my number in Magic Jack in 2019. He has since left me. I have a temporary restraining order against him. He was very abusive and controling. He has turned off that credit card so I need this to be a check.

  Business Response

  Date: 10/25/2024

  We received the above-referenced complaint Ms. ********* issued to you because of her experience with magicJack. In this complaint, she wants us, magicJack to issue a refund as she was unable to port out the phone number to another provider.
  
  Based on Ms. ********** account review, we see that Ms. ********* renewed the magicJack device subscription for 5 years on 09/29/2023 through our rapid renewal feature by paying $174.38 and the subscription was active till 10/28/2028. As per the contact history, we do not see any contacts from Ms. ********** However, we see that we received a port out request for her phone number.
  
  In receipt of the BBB complaint, we have sent a follow up email to Ms. ********* on 10/17/2024, explaining to her that she renewed the device subscription for 5 years on 09/29/2023 through our rapid renewal feature by paying $174.38 and the subscription is active till 10/28/2028. We informed her that to port out the telephone number, her subscription with magicJack needs to be active. We have informed her that, the port-out request was received on 10/15 and was approved with a due date of 10/17. Once her phone number is successfully transferred out to the new carrier, should she wish to no longer keep the magicJack service, we advised her to contact our ************* to deactivate the device. We have also explained her that our subscription plans and or services are not subject to partial nor prorated refunds. Service can be terminated at any time, but remaining balances will not be refunded as per our Subscriber Agreement Section 13 available at Subscriber Agreement ***************************************************
  
  We received a reply from Ms. ********* on 10/23/2024 asking to cancel the account as she no longer wants to use magicJack. As the phone number has been successfully ported out to another provider, we would like to inform Ms. ********* that the phone number and the device subscription both were deactivated with us. For any additional help, she can also 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 Ms. ********* faced.

  Customer Answer

  Date: 10/26/2024

  Prior to porting my number out I tried numerous times to remedy the situation of poor service.  There is no response to any of my requests.  I was told by sales person that if I renewed for a another year they would send update equipment.  This was not the case.  I would like a refund.  

   

  Customer Answer

  Date: 10/28/2024

  Date Sent: 10/26/2024 6:29:37 PM
  

  Prior to porting my number out I tried numerous times to remedy the situation of poor service.  There is no response to any of my requests.  I was told by sales person that if I renewed for a another year they would send update equipment.  This was not the case.  I would like a refund.  

   

  Business Response

  Date: 10/31/2024

  In reviewing Ms. ********** complaint details, when Ms. ********* initially contacted BBB reporting that she was unable to port out her phone number, we clearly explained to her that to port out the telephone number, the magicJack account needs to be active. Once her number is successfully transferred out to the new carrier, should she wish to no longer keep the magicJack service, we advised her to contact our ************* to deactivate the device. We have also explained her about our Subscriber Agreement Section 3a; if she transfer or port out her phone number to another service provider, her service is terminated, and she relinquish all claims for a refund of service (s) fees paid for her then-current Subscription Term.
  
  Hence, we would like to reiterate to her that we are unable to reimburse that renewal as requested. Our subscription plans and or services are not subject to partial nor prorated refunds. Once the renewal applied on the account, it is non-refundable. This is inline with our Subscriber Agreement Section 13, available at ********************************************************;

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22426076
  
  I am rejecting this response because:  this number was moved by my husband and it does not belong to him.  Then he turned off credit card.  I would like refund for 4 years.

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

• Initial Complaint

  Date:09/28/2024

  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.

  Hello, good morning! Magic **** have disabled my account even I paid their service last month; I sent e-mail and called their ************ number multiple times but NOT ONE responded! I even typed my chat and I ONLY received generic response by their system!It was EXTREMELY hard to contact with them!I need them to fix my issues about receiving INCOMING AND sending OUTGOING MESSAGES since I paid for to port my 3 numbers last month.Kindly fix all my numbers (INCOMING and OUTGOING TEXT) because I did not receive any responses from the people I ********* numbers are:************ ************ ************ Looking forward for customer support to call me to IMMEDIATELY fix my issues because I'm waiting for VERY IMPORTANT MESSAGES!Thank you!

  Business Response

  Date: 10/08/2024

  We received the above-referenced complaint Ms. ***** issued to you because of her experience with magicJack. In this complaint, she complains of unable to send/receive texts. Based on the account review, we see that Ms. ***** contacted us on 09/27/2024 complaining of unable to send/receive text messages for the phone number **************. A follow up email was sent on 09/30/2024 & 10/01/2024, advising Ms. ***** to retry sending/receiving texts as the outage was resolved & if issue persists asked for text samples to check further. However, we haven't received any response to date.
  Therefore, we suggest Ms. ***** to reply with the details requested to follow up 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. We want to assure Ms. ***** that customer satisfaction is our highest priority, and we appreciate her business.