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:11/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to MagicJack.com website to renew my service for an additional 3 years for what I thought was going to be $109. Then when I got my detailed receipt in the email I saw where they added a 9% "administrative fee" to the price of the renewal, which I didn't have any prior knowledge of, nor would I have agreed to it if I had known in advance. I contacted them the next day via email and told them either refund this extra fee, or cancel the renewal completely and I'd not use their service anylonger. They sent me an email saying they wouldn't refund the "admin fee" and they would not refund the renewal charge either. Their website says 30 day money back guarantee. So I am going to file a complaint with my bank and try to get the charges reversed. But, I want to file a formal complaint against this company and their business practices. This is a bad way to run a company, it is not forthcoming and transparent in their dealings or charges. They are deceptive and folks need to know about it.

  Business Response

  Date: 11/20/2023

  We received the above-referenced complaint ************** issued to you because of his experience with magicJack.  In this complaint, he complains of being charged for admin fee and wants us to issue a refund for the complete renewal charges.
  
  Based on **************** account review, he reactivated the device subscription for 3 years on 11/07/2023. ************* called magicJack on 10/24/2023 before the renewal and inquired about the 5-year renewal plan. He was informed about the promotion Device + 5 years for $164.99 plus taxes and fees, before proceeding with the order, our support representative clearly mentioned the breakdown of the charges, the promotion price, shipping charges, and the administration fees. ************** said we cannot charge him the $15 admin fee, and he doesnt want to renew. Hence, we did not proceed with the order.
  
  ************** sent an email on 11/07/2023 post reactivating the device subscription, reporting that the renewal on the website did not tell him there was going to be a $9.81 administration fee added to his renewal cost for 3 years. Hence, asked us to refund the admin fee; if not, he wants us to refund the complete renewal charge. Our support representative informed ************** why the admin fee will be charged and also informed him that a refund will not be possible for the admin fee and for the complete renewal charges as per the subscriber agreement 13 available at www.magicJack.com/saps.
  
  In receipt of his BBB complaint, we have issued a refund of $126.44 (USD) in a form of payment used when the order was originally placed, and we have sent a follow-up email on 11/13/2023 informing ************** of the same. He is advised to allow 3-5 business days for the refund to reflect on his account. We also advised ************** that Money Back Guarantee applies only to device purchase orders and not to device subscription orders. We see that his phone number is a ported-in phone number; hence, we asked to confirm if he is trying to port out his phone number. He replied, stating that he wants to keep it and use it with ****** Voice; if there is any additional charge, then he doesnt want to keep the phone number ************. We have informed ************** that if he wants to port out the phone number to another carrier, then the subscription with magicJack should be active and the phone number should be assigned to the device subscription. Once the number is successfully transferred to the new carrier, the subscription with magicJack will be deactivated. If he does not wish to port out the phone number, we asked him to confirm his decision to no longer needing the number so that we could deactivate the phone number. However, we haven't received any response to date.Therefore, we suggest ************** reply to our email or email us, including the BBB complaint ID number in the subject line at ******************************************,for any additional help.

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed our custom number with ****************** 17,2023 and since then I kept receiving emails requesting to renew service. Sent magic **** a email and they responded that they apologize for my inconvenience and they ensured me they received my payment and I didnt have anything to worry about. In October 31, 2023, I no longer had service. I reached out last Thursday Nov 2, 2023 through email and received no response. I sent another message last night November 5, 2023 and received a response saying that I can no longer have this number because it was disconnected and that if I wanted this same number I had to pay even more money. I have the previous email that was sent to me when I first reached out to them and at no time was I advised I had to pay more money. I request this same number reactivated at no additional money from me.

  Business Response

  Date: 11/13/2023

  We received the above-referenced complaint ****************** issued to you because of his experience with magicJack.  In this complaint, he is complaining that he renewed the service but was unable to use it. Hence, he wants magicJack to reactivate the phone number for no additional money.
  
  Based on Mr. ******** account review, he submitted a billing escalation on 10/25/2023, reporting that he received a renewal notification for his subscription; however, he had already renewed it on 10/18/2023 and wants magicJack to post the amount to his account. Our support representative informed ****************** on 10/25/2023 that his account shows he has a premium number that he had not renewed and renewed the device subscription on 10/17/2023 instead.
  
  ****************** was explained that his phone number is a Custom phone number with an expiration date of 10/31/2023, and to renew his yearly number subscription, he is required to pay $3 per year plus taxes and fees separate from the device service subscription. We did not receive a response to this email; however, ****************** opened another billing escalation on 11/05/2023 and 11/06/2023 stating that we intentionally expired his phone number despite the fact that he made the payment for the yearly premium number subscription. He stated that he will file a BBB complaint because magicJack is negligent for him not having the subscription he paid for when indeed magicJack has provided the device subscription ****************** paid for on 10/17/2023. Therefore, on 11/06/2023 we responded to ********************** escalation and reiterated that he did not renew his yearly premium number subscription and included several options if he chose not to continue that specific number.
  
  Upon receipt of the BBB complaint on 11/07/2023, we sent a follow-up email to ****************** on 11/08/2023 once again explaining that his premium phone number ************** is a U.S. Custom phone number and that it requires a yearly subscription that is not included with the magicJack device subscription. We provided steps for renewing the phone number subscription online, along with advising him to contact sales if he needs assistance with the renewal process. However, we haven't received any response to date, and his premium phone number ************** is still expired. Hence,we added a 30-day courtesy renewal to his number to avoid him losing the number permanently because of its inactive status. We suggest ****************** renew his Custom phone number subscription to use the service before it expires on 12/13/2023. He will receive an order summary showing the one-month subscription at zero dollars. In addition to that, an auto-renewal reminder for his premium phone number **************. He does not need to keep the auto-renewal option on; therefore, we suggest ****************** renew his number and turn off the auto-renewal for future renewals. 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: 11/15/2023

   
  Complaint: 20833195
  
  I am rejecting this response because:I responded each and every time magic **** responded to my email messages.  I was told that i was unable to get that number back because it was off. Prior to this service being turned off I received emails sayid. I had to renew service and I had already paid for the renewal on 10/17/2023. I reached out to magic **** a well later advising them that I was receiving this email and to let them know that payment has been received and that nothing else was needed and they apologized for the inconvenience.  The next thing I know thr service was cut off and has been off since 10/31/2023.   When I reached out to them November 2nd I received no response. I reached out to them again on November 5th. No response. I reached out to them again on that following Sunday or Monday and I was advised that since the service was off I couldnt get that number. Then I was advised that if I wanted that same number I had to pay $10.00. Its not that fact of paying  the amount requested its the fact that Magic **** failed to disclose this information when I first reached out about I then I advise them of the emails I was receiving. This could have been rectified way before the service was cut off .  Further more if there is additional fees required when e are to renew service this should be all included in the renewal charges and not separate.   Magic **** needs to streamline this so things like this will not happen. Im sure this happens more times than I know. Magic **** do BETTER! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/17/2023

  In reviewing Mr. ******** complaint details, please be advised that when ****************** sent an email on 10/25/2023, he was explained that his phone number is a Custom phone number with an expiration date of 10/31/2023,and to renew his yearly number subscription, he is required to pay $3 per year plus taxes and fees separate from the device service subscription. As the phone number expired on 10/31/2023, he was informed that the number has been deactivated.
  
  Therefore, a decision was made by magicJack reactivated the phone number for 1 month to avoid him losing the number permanently because of its inactive status. Hence, we suggest ****************** renew his Custom phone number subscription ($3 per year + taxes and fees) to use the service before it expires on 12/13/2023. Please note that, as per Section 7 of the Subscriber Agreement available at www.magicJack.com/saps, a small non-refundable fee may apply for additional features such as Vanity, Custom, ********, and Ported Numbers. 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20833195
  
  I am rejecting this response because:
  Magic **** still have the facts wrong!!! I was told I had to pay $10 not thr $3 the claimed they told me  they need to train their representatives correctly further more add all fees into the final total to eliminate this mess! 

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

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For some reason MagicJack decided to start charging me $55 dollars a month for information on repairing the system. I don't need or want the service and wish they'd stop charging me.

  Business Response

  Date: 10/31/2023

  We received the above-referenced complaint **************** issued to you because of his experience with magicJack. In this complaint, **************** complains that we at magicJack are charging $55 a month for repairing the system.
  
  We were unable to locate the exact account, as the details provided in the BBB complaint did not match any account in our records. A follow-up email was sent on 10/25/2023 to the email address we have in complaint, advising **************** to verify account details. We have also informed **************** that magicJack will not charge its customers for support on device and account-related issues, and we also do not have any monthly service plans costing $55.00.
  
  As **************** claimed that the monthly charge is shown as $55.00, we requested that **************** provide us with a copy of the bill, along with the charges appearing in the banking statements, to help us check further. However, we haven't received any response to date.
  
  Therefore, we suggested that **************** reply with the details requested in the follow-up email we sent for any additional assistance or write to us directly at ******************************************,including the BBB complaint ID number in the subject line.
  
  We hope **************** is satisfied with the above information.

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20760063
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the magic **** stand alone app. As a result there is no associated address on file. I wanted to port my magic **** ****** over to my cell phone as a second line. Tmobile needed a zip code in order to complete it, however due to there not being an associated address on file it cannot complete. I have been working on this for over the past month. I have called magic **** several times and was only able to get through to a human one time, he guided me to submit a request online and prompted me on exactly how to do so. I did this 3 weeks ago and have yet to have a response back. I submitted a second request last week and still have not been helped. I had been emailing back and forth with customer service who was not listening to what I needed, nor helping, and then they stopped emailing me back. No one has helped me and I simply just need an address added on file, due to the negligent responses and how much effort and contact I have attempted with them, I decided to file a complaint with the BBB to see if it will help me gain any traction.

  Business Response

  Date: 10/28/2023

  We received the above-referenced complaint ************ issued with you because of her experience with magicJack.  In this complaint, she complains of having trouble porting out her magicJack phone number to a different *********************** wants the issue to be resolved.
  
  Based on ****************** account review, she has a monthly paid magicApp subscription, and as the account was created from magicApp, no address information was recorded in our system. On 10/23/2023, a follow-up email was sent advising her to update the address information on her account from the ********************** account portal, and as a one-time exception, we have even added the address provided by ************ to her magicJack account. We have also asked her to initiate a port request from her new carrier. Since then, we havent received any response from *************

  Therefore,we suggest she reply to our email or email us, including the BBB complaint ID number in the subject line at ******************************************.

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying port my number ending in **** out of majicjack that I have had ported to majicjack a couple of years a go from tmobile for almost 7 days without any success because of a pin issue. First I called and the csr for majicjack told me to change the pin to 8 number and I did but the same issue was coming up with my new provider, So to see if the problem was the new provider or majickjack's end I tried a nother service to port the number to and they had the same problem with the pin, ********* rejected every attempt stating it is the wrong pin. I called majicjack at least 4 times and every time I got a reference number and I was told to wait for an email. Yesterday Oct 13th 2023 I called again and csr told me to change the pin to ** digits and try. I did and the same rejection results. I called my new provider and they informed me to have majicjack to do a manual response, but majicjack csr informed me that they don't do that. FYI I use the pin to log into majicjack without any issues, so majicjack is the side that is not providing support to my new provider to port the number.I need this number ported ASAP. Thank you. Below are the many reference numbers I got.ref # ********* escalated to level 2 oct 12 2023 req-059181750 10/11 porting ref ********* req-059179404 ****

  Business Response

  Date: 10/20/2023

  We received the above-referenced complaint **************** issued with you because of his experience with magicJack.  In this complaint, he is reporting that he was unable to port out his phone number to another carrier.
  
  Based on Mr. ******* account review, he contacted magicJack on October 11, 2023, reporting that he is unable to port out the phone number to another carrier due to the **** Our support representative informed **************** that the magicJack account password would be the *** and advised him to change it to an 8-digit **** **************** tried changing the password but was still getting an invalid passcode error. We sent an email on October 12, 2023,providing instructions on all the details required to port out the phone number and advising him to reset the password for the primary email address on the magicJack account.
  
  In receipt of the BBB complaint, we have verified the account once again and found that **************** was trying to reset the password for the non-primary email address on the magicJack account and providing the same as a *** to the other carrier, and hence, he was getting an invalid passcode error.We sent a follow-up email to the email address ********************** on October 17, 2023, explaining to him once again to use the primary email to reset the password and to provide this as a *** to the other carrier. However,we haven't received any response to date. We do see that on October 18, 2023,he was able to place the port-out request. For any additional help, we suggest **************** reply to our email or email us, including the BBB complaint ID number in the subject line at ******************************************.
  
  We apologize for the inconvenience caused and for the difficulties **************** faced.

• Initial Complaint

  Date:10/06/2023

  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.

  Company accused me of violating section 6 fraud. Someone must have hacked my account and sent phone calls all over the country. I was getting calls people saying returning your call and I never called them. I checked my online account and no device was listed. Called them told me my account was dead. Sent an email to them asking why my account was dead they told me I violated section 6 Fraud. I don't know where that came from. I hardly ever use my phone.

  Business Response

  Date: 10/13/2023

  We received the above-referenced complaint ************************ issued to you because of her experience with magicJack.  In this complaint, she wants us, magicJack, to provide her with the details of account violation as her account is suspended due to fraud.
  
  Based on Ms. *********** account review, she contacted magicJack on October 3,2023, to find out why her account is restricted. Our support representative informed ************************ that due to the violation of the magicJack Subscriber agreement section 6 Proper Use, Suspicion of Fraud, we can no longer accept her business.
  
  In receipt of the BBB complaint, we have reverified once again and we were able to see fraud activity on ************************ companion App, and hence, the App has been suspended due to fraud. However, ************************ still has active device subscription till 11/26/2025. Therefore, we would like to inform ************************ that she can use the service till 11/26/2025 but please note that the service on companion app will not work. We also see that ************************ phone number is a Ported In phone number. If in case she wants to port out the phone number, she needs to complete the port out process by the end of subscription period.
  
  We apologize for the inconvenience caused and for the difficulties ************************ has faced.
  

  Customer Answer

  Date: 10/16/2023

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

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased international calling credits from MagicJack to be told that I have no available credit. I have tried to call MagicJack to resolve the issue and was told that once they reset the device and I unplugged my device for 5 minutes my issues would be resolved. This did not work and I would have to call them again and thus was told that they would have to "escalate" my case to get technical support . Which I said to them that I have no more time to waste and just wanted my money refunded. At which point I am transferred to someone in billing to be told that it was not an option available to them. And that they needed to "escalate" the request to upper management and that I would get a refund in **** business days providing they approve of the request. I am tired of company trying to tie-up money which they are not ***********. Plus their technical support is a joke and you are basically punching your way through their voice prompts to be put through an endless loop unless you happen to pick the right options to actually speak with a "customer service representative". Also even though I was unable to call using any of my $10usd international calling credit, it shows that I only have $9.97 balance.

  Business Response

  Date: 10/10/2023

  We received the above-referenced complaint ************ issued to you because of his experience with magicJack. In this complaint, ************ complains of his inability to call international numbers and wants us, magicJack to issue a refund.

  Upon reviewing ************** account, *********** purchased $10 *** credits on 09/29/2023 for the number ************** but was unable to make calls to *****. Hence, he contacted our tech support on 09/30/2023 and 10/05/2023. Our support representative informed ************ to unplug and re-plugged the device as they had refreshed the network. ************ was not at home, and he was also asking about the *** balance and why it shows $9.97 instead of $10.00. Our support representative tried helping the customer escalate this further, but ************ denied it and asked for a refund. As *********** was unable to use the *** minutes and was insisting on a refund, a refund of $13.82 (USD) was processed on 10/06/2023. Also, a follow-up email was sent on 10/06/2023 informing him of the same. We advise ************ to wait for 3-5 business days for the refund to reflect on his bank statements.

  While we are sorry for any difficulties,he may have faced in using our service, we would like to assure him that customer satisfaction is our highest priority. We hope ************ is satisfied with the above information. 

• Initial Complaint

  Date:09/25/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 31, 2023 paid $50.31 for a MagicJack phone number My new number was never received. No email or texts.Called several times. They just say my email address is wrong and wont give me a phone number.The $50.31 was charged and went thru. My email address is correct. I dont know if someone wrote it incorrectly when I placed the order or not as I never received an email confirmation but the money was charged to my card.

  Business Response

  Date: 10/03/2023

  We received the above-referenced complaint **************** issued to you because of her experience with magicJack.  In this complaint, she wants us, magicJack, to provide her with the new phone number, if not she wants us to issue a refund.
  
  Based on Ms. ******* account review, she contacted magicJack on August 31, 2023, to renew her device subscription, but reported that she was having an issue with the email address on the account as she no longer uses it and hence wanted to change the email address so that she could sign in to renew. Our support representative reactivated the subscription and informed **************** that she would be given a new US-free phone number.However, the agent did not change the email address, and because of that, **************** did not receive any email confirmation about the renewal.
  
  In receipt of the BBB complaint, we sent a follow-up email on September 27, 2023, to the email address ******************apologizing to **************** for not changing the email address and informing her that we have now changed the email address to ****************** provided the new phone number details, and acknowledged that we received the payment of $50.31. As we have changed the email address, we advised **************** to login and reset the password by clicking Forgot Password on ************************************ and to follow the reset prompts. We also suggested she unplug the magicJack device for 30 seconds and plug it back in to reboot it if she is unable to make and receive calls. However, we haven't received any response to date.Therefore, we suggest **************** reply to our email or email us, including the BBB complaint ID number in the subject line at ******************************************,for any additional help.
  
  We apologize for the inconvenience caused and for the difficulties **************** has faced. 

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We discontinued our phone service with Magic **** at end of 2021 by porting out our phone number, but they kept charging our credit card in 2022 and 2023 without sending us notification for these charges. We asked them for the refund of these 2 charges totaling $100, but they refused to refund us the money, saying we should have stopped the auto payment and pay more attention to our credit bill. When a customer port out the phone number from a carrier, it means the services is no longer needed, but Magic **** has extremely poor customer service and dishonest policy. We demand the refund and we would like to warn others about their bad business practice.

  Business Response

  Date: 09/22/2023

  We received the above-referenced complaint ************** issued to you because of his experience with magicJack. In this complaint, he complains of being charged by magicJack for the years 2022 and 2023 and wants us to issue a refund for both charges.
  
  Based on Mr. ****** account review, he ported out his phone number to a different carrier in December 2021,but there is still a US-free phone number on his account. As the Auto Renew option was turned on, we sent 30-day and 7-day renewal reminders to the primary email address on the account before the subscription got auto-renewed in 2022 as well as in 2023. However, we havent received any response from ************** to stop the auto-renewal; hence, the subscription got auto-renewal.

  In receipt of his BBB complaint, we sent a follow-up email on September 20, 2023,to *********************** asking to verify the primary email address on the account as the email address provided in the complaint does not match the email address on his account. However, we also see that ************** sent an email to ****************************************** inquiring about the charges. While reviewing the request, we received a dispute from his bank for the magicJack charges in the amount of $49.56 dated 09/20/2023. As a result, the magicJack account is restricted from processing any account-related actions. We are awaiting the outcome of the dispute from his bank, which may take up to 45 or 75 days. Once we have a result, an appropriate adjustment will be made to his account. Hence,we advise ************** to wait for the outcome of the chargeback.

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the magicjack device and the 3yr renewal. I was not informed that a separate device is required on each phone at my residence. The device only connects one phone. It is listed on the website "f not satisfied, return in 30 days and get a FULL REFUND". I returned all components before 30 days and received a partial refund. I am requesting the remainder of the funds paid.

  Business Response

  Date: 09/21/2023

  We are in receipt of the above-referenced complaint, **************** issued with you because of her experience with magicJack. In this complaint, she states that she was not informed that a separate magicJack device is required on each phone and hence would like to utilize 30-day money back guarantee offer and avail refund for all charges incurred on the account.
  
  Upon reviewing Ms. ******* account, as the ********************** device was returned to us within 30days, a refund of $56.10 was processed on 09/14/2023. Additional refund of $127.53 which was incurred towards 3-year device renewal was also issued on 09/15/2023. A total of $183.63(USD) refund was issued already. Also, a follow up email was sent on 09/18/2023 confirming magicJack subscription deactivation and refund of $183.63(USD) posting to the account. We advise **************** to wait for 3-5 business days for the refund to reflect on her bank statements.
  
  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. 

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Though the $18.00 charge
  for E911 service was not refunded, I accept the other refund.

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