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:03/31/2025

  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.

  Magic **** has been ********% an absolute terrible terrible terrible terrible company to deal with as a new customer. I have been trying to port on my landline phone number for more than four weeks with absolutely zero luck. It is impossible to reach any person from magic **** to help me. All they say is they will escalate request with porting team but no soul from that miserable terrible company will reach out to you with any meaningful help. They just waste your time by saying they will escalate with porting team but no one resolves anything or reaches out. I have called magic **** more than 30 times and absolutely no one helped me yet. I regret signing up with magic **** and I recommend all people to stay away from magic ****

  Business Response

  Date: 04/04/2025

  We received the above-referenced complaint that Mr. ******* issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to allow him to port in his phone number to magicJack.
  
  Based on Mr.Barakats account review, Mr. ******* submitted porting of the phone number ************** request on 03/12/2025. This has been cancelled because AT&T has notified us that the telephone number does not qualify for porting at this time. An email has been sent to Mr. ******* and a refund has also been *********. Barakat resubmitted the porting request on 03/28/2025. This has been escalated to the porting department to check, meanwhile we have received BBB complaint.
  
  In receipt of the BBB complaint, we have escalated this to our porting department and a follow up email has been sent to Mr. ******* from the porting department on 04/01/2025. Please find the attached email. Hence, we recommend Mr. ******* to check the email and reply for further help.
  
  We apologize for the inconvenience caused and for the difficulties Mr. ******* faced.

• Initial Complaint

  Date:03/12/2025

  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.

  I am writing to formally file a complaint against MagicJack regarding their failure to respond to multiple requests to transfer my phone number to a new carrier. Despite multiple attempts to contact them, they have refused to communicate or assist in resolving this issue.I initiated a number porting request to transfer my phone number *************) from MagicJack to MymobileX on 03/06/2025. However, ********* has repeatedly informed me that the port request was rejected due to an information mismatch between what MagicJack has on file and what I provided. The details I submitted for the transfer are as follows:Name: ******* **** *** Phone Number: ************ Account Number: ******* Transfer PIN: ******** Address: ************************************************** Since then, I have sent four emails to MagicJack requesting confirmation of my account details so I can successfully complete the transfer. However, MagicJack has completely ignored my requests and has not provided any response. Their failure to communicate and assist in a simple number porting process has caused unnecessary delays and frustration.I believe that MagicJacks lack of response is unreasonable and unprofessional, and I am seeking BBBs assistance in resolving this matter. I kindly request that MagicJack be compelled to provide the necessary information or approve my number transfer without further delay.Please remember that my number *************) is due for renewal with MagicJack on 04/09/2025, however, I would like to transfer it to MymobileX instead ASAP. I appreciate your time and assistance in this matter. Please let me know if you need any additional information. I look forward to your prompt response.

  Business Response

  Date: 03/19/2025

  We received the above-referenced complaint Mr. *** issued with you, because of his experience with magicJack. In this complaint, Mr. *** complains that he is unable to port his magicJack number to a new carrier despite entering the correct details.
  Upon reviewing Mr. **** account, we see that the customer contacted us on 03/06/2025 to port out the number ************ and was asking for the transfer Pin number. Information related to port out was sent to the customer and the customer initiated the port out request. However, it was rejected due to data mismatch.
  The Porting team has contacted Mr. *** and advised him to contact the new carrier and submit the request manually. We also see on 03/17/2025 port out request was approved from our end as well.
  For any additional help, Mr. *** can reply to the email received from the porting team, including the BBB complaint ID number in the subject line, OR contact the porting team for more details by directly filling out the form on this link:
  ****************************************************************;
  We apologize for the inconvenience caused and for the difficulties Mr. *** faced.

  Customer Answer

  Date: 03/20/2025

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

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March ****** I reinstated my service with magic ***** upon doing so I was unable to make all outgoing calls and also unable to receive or connect to number for incoming calls. I contacted customer support and after about an hour on the phone with representative no resolution was made and then informed it would be pushed to higher level of technical support and proceeded to disconnect before questions could be asked. She also informed me that I would receive an email that day and no email was received. I did however receive any email to inform me that I would be required to pay 911 fees in the amount of $18 that was not disclosed upon applying for service that I refuse to pay. I request a refund and further investigation into this company for fraudulent activity.

  Business Response

  Date: 03/19/2025

  We received the above-referenced complaint Mr. ********** issued with you, because of his experience with magicJack. In this complaint,Mr. ********** complains about service issues and is insisting on a refund of E911 charges.
  Upon reviving Mr. *********** account, we see that Mr. ********** reactivated the device subscription on 03/07/2025 for one year and on the same day, reached our tech support reporting unable to make and receive calls. Our agent noted the call samples, on the account. However, it was not for both incoming & outgoing.
  As Mr. ********** had an issue with both incoming & outgoing calls. We sent a follow-up email on 03-12-2025 asking for both the call samples to check further and provided information about the E911 charges. However, we have not got any response yet.
  Therefore, we suggested Mr. ********** reply with the details requested 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. 

• Initial Complaint

  Date:02/26/2025

  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.

  When I signed up for MagicJack services on 15 Feb 2025. I was told that my existing ******* phone number could be ported over from my current carrrier *** communications.I was chraged $23.44 for the porting over of my existing number, however I keep receiving emails from MAGIC **** stating they contacted *** and was informed by OCX that my phone number was not eligible for porting over and for me to contact ***.I have contacted *** twice was told my phone number is eligible for PORTING over as it is all paid up, and that MAJIC **** has not even contacted *** regarding the matter.*** issued a ticket KSR000014893133 where they have on record that I have made a call to check on this issue.I want MAGIC **** to complete the PORTING OVER of my existing landline number and not give excuses, I have wasted over 3 hours waiting on the phone to talk to an agent at MAGIC ****.Thanks

  Business Response

  Date: 02/28/2025

  We received the above-referenced complaint Ms. ********** issued to you because of her experience with magicJack. In this complaint, she wants us to complete the porting of her phone number to magicJack.
  
  Based on Ms. *********** account review, we see that Ms. ********** placed a port in request on 02/19/2025. On 02/20/2025, an email has been sent to Ms. ********** stating that we are unable to port her telephone number because *** has notified us that her telephone number does not qualify for porting at this time. Advised to contact their customer service department to resolve and to resubmit the request once resolved. Ms. ********** sent an email tech-********************************** on reporting that she received another email on 02/25/2025 stating that the phone number cannot be ported in to which our support representative advised her to recheck with her previous carrier and to resubmit the request. Ms. ********** was upset and replied, stating that she had already contacted her previous carrier. If this is not resolved, threatened to complain to BBB. For this our support representative informed the customer on 02/26/2025 that the status of the porting is still pending and informed her that it will take 7-15 business days for the porting to be completed. Advised to contact the porting team if there is no response.
  
  Ms. ********** called our tech support team again on 02/26/2025 to find out the status of the porting and asked for the supervisor callback. A follow up email has been sent on 02/27/2025 to Ms. ********** stating that they tried reaching her, but Ms. ********** was unavailable. Ms. ********** resubmitted the porting request on 02/25/2025, as it is showing as pending, Ms. ********** has been informed about the same in the follow up email and provided the time frame for the porting to be completed.
  
  In receipt of the BBB complaint, we have escalated this to our porting team. A follow up email has been sent to Ms. ********** on 02/27/2025 explaining to her that we have received her request to port the phone number *************) to magicJack.Unfortunately, we are unable to fulfill this request. magicJack is no longer able to service this number due to a network upgrade that took place, and this upgrade included changes to our network that affected number availability. magicJack no longer maintains a Location Routing Number (LRN) in the *********,********** region. An LRN is a unique 10-digit number used by phone carriers to route calls correctly through the telephone network. Since we no longer have an LRN in this area, we are unable to process a port request for her number.

  Ms. ********** has also been informed that we have canceled the port request and processed a refund for the port order. Advised her to allow 3-5 business days for the refund to reflect on her financial statement. Her magicJack device is now assigned with the phone number *************). For any additional help, she can reply to the email received from the porting team, including the BBB complaint ID number in the subject line.
  
  We apologize for the inconvenience caused and for the difficulties Ms. ********** faced.

  Customer Answer

  Date: 03/01/2025

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

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My telephone number was disconnected and the company can't tell me why. I have tried many times but just get rude resistant Phillipine call centers who just hang up on me and refuse to get their manager or supervisor. I've had this number for ************************************************* Very untrained and disrespectful help and the technical department is overwhelmed that they're not accepting calls and have a recording statement and to call back.

  Business Response

  Date: 02/26/2025

  We received the above-referenced complaint that Mr. ******* issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to reactivate his phone number.
  
  Based on Mr.Wilborns account review, there is no active subscription associated with this account. The phone number ************** got deactivated in Nov2024. Mr.Wilborns account last known subscription expired on September 21, 2013, which means he has not had a valid subscription for over 11 years. However, due to a system error, magicJack did not deactivate his voicemail setting, allowing the number to receive only voicemail messages. At no point did Mr. ******* call in or use the account portal to renew his services. On August 26, 2015, and September 21, 2015, we sent him promotional offers for the mJ EXPRESS at $19.95 or a one-year renewal plan for only $29.95. Additionally, on May 25, 2016, we offered him a mJGO for $39.95 or the option to renew with a one-year plan for $29.95. Mr. ******* never took advantage of these offers and allowed his account subscription to remain dormant.
  
  Mr. ******* contacted magicJack on 02/18/2025 reporting that his phone number deactivated.Our support representative checked and informed him that there is no active subscription on the account and the phone number is deactivated. Mr. ******* said that he is on a lifetime program. As magicJack never had any lifetime program, our support representative said there is no lifetime subscription, the subscription needs to be renewed to use the service then Mr. ******* threatened to complain to the Govt stating that we advertise false promotions.
  
  In receipt of the BBB complaint, we have sent a follow up email to Mr. ******* explaining to him that there is no active subscription associated with this account. The subscription has been deactivated in 2013. Regarding the phone number **************, we have informed him that it is a ported in phone number and this phone number has been deactivated on 11/12/2024 due to not having an active account. Also informed that, we never had any lifetime free subscription with magicJack. To which we received a reply from him stating that the federal law states that the customer has the right to port his/her number to another carrier and we did not give me that opportunity before you cut the phone number off.
  
  We wanted to inform Mr. ******* that according to our Terms of Service (TOS), magicJack reserves the right to reclaim any telephone number that has not made a call for 90 consecutive days. If we reclaim a phone number while his service remains active, he may choose another phone number. Given that this customers subscription services have been inactive for 11 years, he would not have received any emails to port his number during the network changes or system clean-up.
  
  In regard to *** porting regulations, we are not in violation of FCC rules in this case, as Mr. ******* has benefited from a system error by using the number solely as a free voicemail service; please find the attached image for more details. For any additional help, he can reply to our email or directly write to us at ********************************************************************,including the BBB complaint ID number in the subject line.
  
  We apologize for the inconvenience caused and for the difficulties Mr. ******* faced.
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22956479
  
  I am rejecting this response because:

  A promotion was offered at start- up conception to obtain customers as new start-*** usually do. ********* had a similar lifetime promotions which I still use today.

  Magic **** never sent any emails that I received. This is "Disinformation" and  corporate bullying. ***/***/****************** (CIVIL) complaints will be filed. 

  The response from this company is false and inaccurate. A computer error!? Not a very good reason to commit such a serious violation.

  This will be referred to the authorities without the disinformation. 
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/13/2025

  In reviewing Mr. ******** complaint details, we would like to inform ********** about our subscriber agreement available at ******************************************************** be informed that the Renewal Date is defined in Section 8.b. of this Agreement as if you have chosen automatic renewal, at the end of your initial term or any renewal term, your service will automatically renew for an additional subscription term of one-year unless you cancel at least one calendar day before the last date of your then-current subscription term (your renewal date). 
  
  The Renewal Subscription Term and Subscription Term as defined in Section 8.a. of this Agreement, the Company grants you a personal,non-transferable, non-assignable, revocable and non-exclusive right to use the Services on your Device, smartphone, computer or other digital device for the subscription period chosen by you upon Registration (the Initial Subscription Term) and any renewal(s) of the Initial Subscription Term (each a Renewal Subscription Term and collectively with the Initial Subscription Term, the Subscription Term). The Initial Subscription Term for Services will be communicated to you at the time of purchase.
  
  As per our subscriber agreement Section 9, regarding the payment, you must provide a valid method of payment (credit card or debit card) to purchase a Device and Service(s). You are responsible for keeping all of your billing information, including your payment method, up to date. We may receive and/or request automatic updates of your account information from the financial institution that issued your form of payment on file to keep your payment information current. As per our subscriber agreement Section 13, termination, failure to renew your Service subscription after the end of your Initial Subscription Term or any Renewal Subscription Term, may result in immediate termination of your Service(s) subscription and access to any Device or magicApp Service feature, subject to the Companys sole discretion.
  
  Lastly, we attached a copy of the calling plan for his two magicJack devices named ************** and MAGIC *****9749, which clearly stated that the first-year free subscription was included, and should he choose to continue with the service, the renewal would be at that time $19.95 per year. CAPTWILBY-1434 was activated on 08/21/2010 and expired on 08/21/2011 with no continual subscription. MAGIC *****9749 was activated on 09/21/2012 and expired on 09/21/2013 with no continual subscription. Also, please find attached images of the promotional emails that were sent to Mr. ******* during 2015 and 2016 to his email address ******************* as we have informed him in our previous response. Hence, we would like to reiterate to Mr. ******* that according to our Terms of Service (TOS), magicJack reserves the right to reclaim any telephone number that has not made a call for 90 consecutive days.
  

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22956479
  
  I am rejecting this response because:

  computer error for 15 years? They can't justify there deceiving sales tactics of "Bait & Switch." The promo when magic jacks conception was "FREE FOR LIFE" Paid extra like Sirius XM lifetime promo. ********* still is honoring lifetime promo and isn't breaking their contractual obligations. This company has performed "CORPORATE BULLYING." I've file a cause of action to get my money back.

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

• Initial Complaint

  Date:02/06/2025

  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.

  I have had service with this company since November. I have been trying to cancel this service since December. The number they have advertised online for contacting them is incorrect, so it is not possible to cancel the service. I sent an email after calling this number once a week and not receiving any answer or callback. Once the email was replied to, I received a call stating that the number I was calling, which is listed on their website, was incorrect.Even though I had been calling for over 60 days, they informed me that in order to cancel the service, I would need to pay the balance due for a service I couldnt use. When the phone app did ring, the connection was so poor that neither party could hear one another. Additionally, I would receive notifications of missed calls even though my phone never rang.I would like to cancel my service and have my balance zeroed out, as I have already paid for a service that I was unable to use.

  Business Response

  Date: 02/13/2025

  We received the above-referenced complaint Ms. ******* issued to you because of her experience with magicJack. In this complaint, she wants us to cancel her service by removing any pending balance.
  
  In receipt of the BBB complaint, the account has been cancelled, and any outstanding balance is being waived as a courtesy. Hence, we would like to inform Ms. ******* that the account has been cancelled, and any outstanding balance is being waived off.

  We apologize for the inconvenience caused and for the difficulties Ms. ******* faced.

  Customer Answer

  Date: 02/14/2025

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

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They put restriction my telephone ************* it is not working from past three weeks. I thought may be internet problem. When I call magicJack help desk I came to know that and they want to correspond through e-mail. My discover card is charged by magicJack it is not for my accounts. so I called them to find out who charged, they told they can't provide that information and told me to call my discover card and DISPUTE(cancel). I have done as they said, on Feb 16th 2024 and discover credited my account on March *******. Now the magicJack is restricting my account.Please help me to take out the restriction on my phone ************* and make it active to making calls.Thank You ****** *******

  Business Response

  Date: 01/22/2025

  We received the above-referenced complaint that Mr. ******* issued to you because of his experience with magicJack. In this complaint, he wants us, magicJack, to remove the restrictions from his magicJack account.
  
  Based on Mr.Mandavas account review, we see that the customer has 2 device subscriptions named MY LAPTOP-***** and it has an active subscription till 06/24/2026 and the other device named MY *********** has active subscription till 07/16/2027. Mr. ******* contacted magicJack on 02/14/2024 reporting that there is a charge on his discover card and he cant find the charge on his ********** the same contact, Mr. ******* placed an order for an upgraded device as well. On 02/20/2024, we see that Mr. ******* disputed the charge with his bank.The dispute is associated with his linked account with the email address *********************** As both the accounts were associated with the same payment card, both the accounts were restricted. Please note, if we receive any dispute for the magicJack charges, the magicJack account will be restricted from placing orders, technical support, activation of any new devices, and subscription renewals. The chargeback has been resolved in his favor and the amount has been refunded to him by his bank.
  
  Mr. ******* started contacting again on 01/08/2025 reporting that he is getting technical error 4998. Our support representative checked and informed him that there is a restriction and referred him to the billing support. Mr. ******* sent an email to the billing team to remove the restrictions. As the account was not fully verified, our support representative asked him to provide the account details. Once provided, as the account is restricted, our support representative escalated to the higher level to handle. A reply has been sent to Mr. ******* on 01/15/2025 stating that there is a chargeback on his linked account associated with the email address ********************** and hence,advised to reply to the email that we have sent to that email address for the restrictions to be removed. To this Mr. ******* replied on 01/16/2025 stating that he was not informed of why his card was charged and he was advised to check with his credit card company and hence, Mr. ******* checked with his bank and disputed the charges.
  
  In receipt of the BBB complaint, we have removed the restrictions on his account and sent a follow up email explaining to him that the restrictions has been removed. Also, as he was getting technical error 4998, we have sent the trouble shooting steps for the issue to be resolved. If he has any further issues, we advised him to reply to the same email and included direct technical support contact details for reference. However, we have not received any reply to our email, but Mr. ******* called our technical support team on 01/20/2025 reporting that he has been having issues with the service. Our support representative troubleshooted the issue and the issue has been resolved. For any additional help, he can reply to our email or directly write to us at ******************************************* including the BBB complaint ID number in the subject line.
  
  We apologize for the inconvenience caused and for the difficulties Mr. ******* faced.

• 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 ********************************************************************.