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:09/05/2023

  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 purchased this device at my ************* a week ago. Everthing was fine until I went to register. I am unable to start an account because their *** system doesn't recognize the city I live in. ************, **. ****** people. Not a vaild city!!!!? I've been asked by customer service to just find a fake address to try and use. "Just change it later." they said. The system would take it then?A simple scrutiny of the *** return? No. Provide me with an address, I can use? No. Ask the customer to commit the fraud. Contact with a supervisor who could do something? Still waiting on that one.I want them to follow through on activation. Instead they suggested I return the item for a refund.

  Customer Answer

  Date: 09/08/2023

  I received an email from MagicJack.  In this email, they essentially asked me to repeat everything I had already done. They also asked for a reply with information about the carrier, browser, operating system, etc. as if they were interested in solving the problem. I tried to send this, but they sent their request from a no reply email account and my reply bounced.

  At this point I don't see how a resolution is possible. I have scheduled my current service to expire next week. I am forced to look for another VoiP carrier and return their device as they show little interest in giving me an account and activating the device.

  This is the email I received.

  ----------------------------------------------------------------------------------------------------------------------------------------------------------------------

  Follow up email from magicJack
  
  From:
  *********************************** 

  Dear Customer,

  This is a follow up email from magicJack for the BBB complaint we have received from you.
  
  We are sorry to hear that you are having issues registering magicJack device.
  
  We request you to confirm the ******** service provider & the type of internet which you are using with exact location. Also, while registering the device after entering the address field & city, we suggest you select the check box I certify that the address is correct," this will take you to the next screen & then you need to follow the onscreen prompts to complete the registration. If still issue persist, we suggest you try using different browser or open the registration link in incognito & try registering the device.
  
  Please find the below steps as well for registration:
  
  Here are the two ways you can set up your device - *********************************************************************************************************
  
  Registration can be done by going to www.mjreg.com.
  
  IMPORTANT: Your computer, tablet, or smartphone MUST be connected to the same network as the magicJack to complete the registration process.
  
  Follow the on-screen steps to complete the registration.
  
  If this is a new device subscription:
  
  Follow the on-screen instructions to register with your personal information. You will be given the option to select a number during the registration process.
  If this is a replacement device:
  
  When prompted, select 'Register as a Replacement' and select the device which you want to replace. This will transfer any remaining time to the newly registered device as well as the telephone number.
  You can also register the magicJack device using any mobile phone or Tablet. To do that please follow the steps below -
  
  To register the magicJack, without a computer:
  
  1. Plug the magicJack into the power adapter that has been provided 2. Plug the Ethernet cord that has been provided into the magicJack 3. Plug the other end of the Ethernet cord into your modem or router 4. Plug a telephone into the magicJack 5. Plug the power adapter into a power outlet 6. Visit mjreg.com on your computer, tablet or smartphone
  If still issue persists, provide us the screenshot with complete url at which you are getting the error as invalid city for further investigation.
  
  Should you require additional assistance, please reply to this email.
  
  
  Sincerely,
  magicJack Customer Support
  

  Business Response

  Date: 09/19/2023

  We acknowledge that ****************** was sent an email from our no-reply email address,but within the email's body, we include our ****************************************** email address in case there is a need for further assistance. We apologize that the email address was not visible to ****************** because it is towards the conclusion of our email messages. We can see by reviewing ********************** device serial number in relation to the complaint that the device was registered and enabled with call usage. ****************** can contact us at ****************************************** and provide the BBB complaint ID number in the subject line if he needs more assistance.

   

  Customer Answer

  Date: 09/25/2023

  I STILL after all of my efforts do not know if the problem was with the network, my phone, or with the magicjack device.  Can't be fixed.  I have moved on and acquired other service for my landline phone.  I'm satisfied the company has done all it can to resolve the issue, even though that resulted in failure.  

  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:08/26/2023

  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.

  It has been up for two years. I tried to contact magicJack to get my refund because I no longer use that landline and I ask to be canceled and I also asked to be called and let me know what am I next option ***** I never receive a one phone call line is still on there if she is still give her any money back.

  Customer Answer

  Date: 09/01/2023

  I try to explain to them that my mother-in-law moved out 2 1/2 years ago and we no longer use landline and I like to cancel it and I like to get my money back. I was told they gonna call me back and theyre gonna let me know what can they do for me I never heard anything from them. Its very discouraging how people and companies are taking advantage of individuals. This is my number if they wouldve reached out.  **********

  Business Response

  Date: 09/11/2023

  We received the above-referenced complaint ********************** issued with you because of her experience with magicJack.  In this complaint, she wants us, magicJack, to cancel the subscription and issue a refund.
  
  Based on Ms. ********** account review, she contacted magicJack on January 24, 2020, to block telemarketing calls. Our support representative enabled automatic call screening and renewed her subscription for 5 years as per ************************** request.
  
  ********************** contacted us on October 5, 2021, requesting to cancel the account and issue a refund as her mother is no longer using this service. Our support representative informed ********************* that the subscription is valid until June 5, ****, and explained that no refund can be issued as per subscriber agreement 13. Since a refund was not possible, the customer wanted to use the service.
  
  In receipt of the BBB complaint, we sent a follow-up email on August 29, 2023, and on September 6, 2023, to the email address ********************* informing ********************** that the subscription is valid until June 5, ****, and advising her to use the subscription until its expiration. It was also explained that our subscription plans and services are not subject to partial or prorated refunds. Once the renewal is applied to the account, it is non-refundable, as this is in line with Subscriber Agreement Section 13 available at www.magicJack.com/saps. We also asked her to confirm back to the same email if she wanted an immediate cancellation of the account. 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 ******************************************.
  
  We apologize for the inconvenience caused and for the difficulties ********************** has faced. 

  Customer Answer

  Date: 09/12/2023

   
  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,
  
  Djulia *********

• Initial Complaint

  Date:08/26/2023

  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.

  My old hardware stopped working and they had me buy a new piece of equipment, which I did. A couple of months later, noticed that this one does not work either. I was at home and the app on phone ringed, while their device didn't. I attempted to work with their customer service and all their attempts to fix the problem failed, as this is a hardware issue which needs device replacement. To my stupefaction, they asked me to buy another device, stating that the one I paid for is a replacement and does not qualify for warranty. I replied and proved that the "replacement" is actually a device that I paid $40.14 for, and I expect to be honored the 1-year warranty I was told will come with it. For the past 2 months they try all kind of tricks and avoid replacing my device. To me this is theft, as I can't believe a company is legally allowed to sell a product with no warranty and 2 months later to have the nerve to ask for buying the same equipment all over again. I can sure provide proof of everything I said, and all email history with support. Unfortunately, I do not have recordings for the phone calls with support. This started at the end of June.Thank you.*********************************

  Business Response

  Date: 09/07/2023

  We understand Mr. *********** frustration due to the misinformation he received regarding our warrant replacement policy on the magicJack devices, and we apologize for any inconvenience this has caused. We reshipped a replacement device to his mailing address, ***********************************************************, as a result of his reporting that the device is defective, and sent a follow-up email on 09-01-2023 informing him of the actions taken on his behalf to restore his use of the magicJack service. We also requested ************************ to return both devices to our address

  magicJack ***********************************************************************************************

  ************************ told ** that he only has one device and that he had trashed the old one because it was ten years old. He also asked for a prepaid label to send back his first replacement device. We advised ************************ that we do not have the option to provide the prepaid label, therefore he must pay the postage to return the first replacement device to his old device.  We have yet to receive a response. As a result, we suggest that ************************ return the defective device once he has used the second replacement device.

  Customer Answer

  Date: 09/07/2023

  Hi.

   

  First of all, thank you very much for your support. Before your assistance I waited months to have progress on this one.

  I need to reinstate something: they can't say resending / reshipping, as they never sent a replacement. The old device was not under warranty, so I bought a new one witch they call replacement on their system. To me it's a new device, with one year warranty so what they send now, it's what they should have done after first contact. It is ridiculous and insulting to ask for two devices to be sent back - never heard of anything alike in my entire life. The original device should not be even mentioned in the discussion...

  It is so frustrating and disappointing that I have to battle this, when other companies just replace a faulty device, and they also send the pre-paid postage for returning the defect. After having me wait for such long time, an excuse and a rushed shipping should have been done, along with the pre-paid postage.

  I was looking daily for that reply they mentioned, but for some reason it ended in Junk, I found it just now that it was mentioned, but they did respond as said. I would still appreciate if they can send that pre-paid postage, as I already spent enough resources on this issue, and they can at list do this to make things right.

  Thanks again.

  Ovi

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20525556
  
  

  Hi.

  First of all, thank you very much for your support. Before your assistance I waited months to have progress on this one.

  I need to reinstate something: they can't say resending / reshipping, as they never sent a replacement. The old device was not under warranty, so I bought a new one witch they call replacement on their system. To me it's a new device, with one year warranty so what they send now, it's what they should have done after first contact. It is ridiculous and insulting to ask for two devices to be sent back - never heard of anything alike in my entire life. The original device should not be even mentioned in the discussion...

  It is so frustrating and disappointing that I have to battle this, when other companies just replace a faulty device, and they also send the pre-paid postage for returning the defect. After having me wait for such long time, an excuse and a rushed shipping should have been done, along with the pre-paid postage.

  I was looking daily for that reply they mentioned, but for some reason it ended in Junk, I found it just now that it was mentioned, but they did respond as said. I would still appreciate if they can send that pre-paid postage, as I already spent enough resources on this issue, and they can at list do this to make things right.

  Thanks again.

  Ovi

  Business Response

  Date: 09/14/2023

  Based on the above complaint, we have reiterated the same to Mr. ************* asking him to return the device to the ********************** address, for which Mr. *********** was asking if he needs to send the complete kit or just the magicJack device.We informed him to just return the defective device. Mr. *********** has sent us a **** tracking number. (**** tracking: **********************) stating that the devices are being returned to magicJack.
  
  

  Customer Answer

  Date: 09/14/2023

   
  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:08/17/2023

  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.

  IN THE PAST FEW MONTHS MAGICJACK HAS BEGUN TO FAIL AT THE FEATURES IT USED TO HAVE . IT HAS GOTTEN SO BAD THAT I SEARCHED FOR ANOTHER VOIP SERVICE . IN ORDER TO TRANSFER MY NUMBER TO THE NEW SERVICE MAGICJACK HAS TO RELEASE IT . MAGICJACK REFUSES TO DO IT , SAYING MY NUMBER IS NOT A LOCAL NUMBER BUT RATHER A LONG DISTANCE NUMBER , WHICH IS A LIE . MAGICJACK IS MY LONG DISTANCE CARRIER IS PART OF THE ***** SERVICE . FREE LOCAL CALLS , AND FREE LONG DISTANCE CALLS INCLUDING ****** , ****** , AND *********** . NOW THEY ARE BLOCKING THE SWITCH TO ANOTHER VOIP SUPPLIER AND FORCING ME TO STAY WITH THEIR FAILED SERVICE .

  Business Response

  Date: 08/24/2023

  We received the above-referenced complaint ************ issued with you, because of his experience with magicJack. In this complaint, ************ complains of inability to port out his magicJack number.
  
  Upon reviewing of ************ account, we see that customer-initiated port out request for number ************** on 08/10/2023 and 08/11/2023 which was failed due to INVALID PASS CODE IN PID.
  
  In receipt of this BBB complaint, we have sent a follow up email to email address  ***************** we have in our records on 08/21/2023 informing him that the port out request was failed due to invalid pin code & sent steps for porting out magicJack number. However, we haven't received any response to date.
  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 ************ have faced in using his magicJack service. 

  Customer Answer

  Date: 01/10/2024

  here is a copy of the receipt for the last five year service plan I paid for from MAGICJACK IT seems I will get robbed for this , so I will just have to buy another year of service . I do not if I will get robbed again !

  Business Response

  Date: 01/14/2024

  Upon reviewing ************** account, we do see that account was renewed in May 2020 for five years, also see the services active on the account & has the subscription validity till 05/12/2025. We also see the usage on the account as well, services were never cancelled on the account.Prior to this ************ contacted us stating he was unable to port out his magicJack number. We did provide steps for porting out magicJack number. Please find the attached response as well for reference.

  Therefore, we suggest ************ to directly write to us for any additional assistance at ******************************************* including the BBB complaint ID number in the subject line.

  
  

• Initial Complaint

  Date:08/07/2023

  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.

  Trying to renew over 30 days to contact this company to file a complaint ref its FAILURE to renew/active subscription that was paid for.I've sent e-mails, and letters but getting NO reply When dialing # I get sent to the Philippians but get NO help.Agents there refuse to provide any useful information.GRANTED, this company has horrible customer service, but this is getting even more ridiculous.Please forward this message to this company and request that a competent customer service agent contact me at the info provided.Thank you.

  Business Response

  Date: 08/17/2023

  We received the above-referenced complaint **************** issued with you because of his experience with magicJack.  In this complaint he complains about not being able to utilize the promotion Renew your device service subscription by purchasing a 1-Year Plan for only $29*!.
  
  Based on Mr. ******* account review, he received a promotional email to renew the magicJack device subscription on August 2, 2023. **************** tried to renew the device subscription by utilizing the link, which is in the promotional email, however, he was unable to do it. Since then, **************** has contacted us, and our support representatives advised him to send the screenshot of the error that he is getting while trying to use the link.
  
  In receipt of his BBB complaint, we have sent a follow up email on August 9, 2023, to **************** provided with steps on how to utilize the promotion and if he is still not able to renew, asked to send a screenshot of the error that he is getting to further investigate. However, **************** responded stating that the link itself is not working and requested for a callback.  Our support representatives tried calling back ****************, but were unable to reach him, went to Voice Mail. Hence, we have sent a follow up email again,asking to confirm the preferred callback date and timings. He responded on August 14, 2023, stating that he will be back home on August 16, 2023, once he is back then he will be providing the preferred timings. 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 ******************************************* so that we will callback and help him in utilizing the promotion.
  
  We apologize for the inconvenience caused and for the difficulties **************** has faced. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20434152
  
  I am rejecting this response because: 

  1: the three e-mails they sent telling me how to use the links in the original e-mail, DID NOT help because the link DOES NOT WORK.  Telling me how to activate the link does not work, is no help when the link doesnt work.

  2.  AS OF THIS MESSAGE, I am still trying to get in contact with the customer service. The customer service folks STILL refuses to provide a telephone # that I can call them.  After several requests, (and explaining why Id like that number) the customer service **** also refuses to provide the telephone number that they will use to call me.  Consequently IF they try to call, my cellphone will not accept calls from unknown numbers.  I asked repeated to let me know the number they will use, so I can type the number into my cell so the cell will accept their call.

  3.  At THEIR REQUEST, I gave customer serves several dates and times to call.  I am still waiting for their call.

  4.  The customer service at Majic **** is, with out any doubt, the most horrible customer service in the history of American business.  NOT AN EXAGGERATION.

  I thank the folks at BBB for their help.

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

  Business Response

  Date: 09/01/2023

  In reviewing Mr. ******* complaint details, please be advised that we have sent a follow-up email to **************** asking to provide his preferred callback timings to call him. We have received a reply from ***************, and we were able to callback him and help him utilize the promotion to renew his device subscription for one year at the promotional price.
  
  However, due to the inconvenience, **************** wants to have the same promotion for 3 years. We sent a follow-up email to **************** on August 31, 2023, advising him that we will not have the same promotion for 3 years. However, as an exception, we extended the offer for another year. To avail this, we asked **************** to send a check payment of $33.15 (with taxes and fees) to magicJack, LP ************************************************************************************************. Once we receive the check, it will be applied to his device subscription, and **************** agreed to it.
  
  We apologize for the inconvenience caused and for the difficulties **************** has faced. 

  Customer Answer

  Date: 09/06/2023

   
  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:08/02/2023

  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.

  I have been blocked from registering my magic jack *******

  Business Response

  Date: 08/09/2023

  We received the above-referenced complaint ******************** issued with you, because of her experience with magicJack. In this complaint, ******************** complains of inability to register magicJack device.

  Upon review of ******************** s account, she contacted our support team reporting no dial tone issue on 08/02/2023. Our support tried helping the customer & asked for device serial number to which customer specified that she doesnt have the device with her at that moment.

  In receipt of this BBB complaint, we have sent a follow up email to email address  *******************************  we have in our records on 08/04/2023 informing her that the device is already registered on the account & for no dial tone issue we have sent troubleshooting steps as well. We have also requested ******************** to reply for any additional assistance along with the correct phone number associated with magicJack, as the phone number provided in the BBB complaint does not match with our records. However, we haven't received any response to date.
  
  Therefore, we suggested 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 and for the difficulties ******************** have faced in using his magicJack service. We want to assure ******************** that customer satisfaction is our highest priority, and we appreciate her business. 

• Initial Complaint

  Date:07/31/2023

  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.

  Entered by BBB staff LO The business has been taking funds out of the consumers account for the last 4 months. He no longer uses this service, it's been years. They disputed the charges but the bank was unable to reach a resolution with the business. The bank was only able to stop one of the charges from going through and advised the consumer to contact the business but the consumer has called the business multiple times and has not been able to resolve the issue.

  Business Response

  Date: 08/08/2023

  We received the above-referenced complaint ************ issued with you because of his experience with magicJack.  In this complaint he complains about not being able to contact magicJack and wants us to issue a refund.
  
  In reviewing Mr. ***** information provided in the complaint, please note that we are unable to find any magicJack account. Hence, for us to proceed further in this, we require the account holders ********************** account details. Therefore, a follow-up email was sent to ********************** August 3, 2023, requesting to verify the full name on the account, primary billing address, primary email address, magicJack phone number and the last 4 digits of the credit card that got charged. 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 *******************************************
  
  We apologize for the inconvenience caused and for the difficulties ************ has faced. 

  Customer Answer

  Date: 08/09/2023

  Mo

  This is the information magijack asked for. I have sent this to them.
  ******************
  ************
  ********************************************************************
  ********************
  #**** and #****re Information...

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20390084
  
  

  Mo

  This is the information magijack asked for. I have sent this to them.
  ******************
  ************
  ********************************************************************
  ********************
  #**** and #****re Information...

  Business Response

  Date: 08/14/2023

  In reviewing Mr. ***** complaint details, we were able to find his magicJack account. Upon reviewing the account, please be advised that we received notification from his financial institution that he has disputed a charge for 1 Year device subscription for the amount of 50.31(USD) on June 25, 2023. Hence, we have sent a follow up email to ************ informing him that we are still awaiting the outcome of the chargeback that he has entered with his Financial Institution against us, magicJack, and advised him to wait for the outcome of the chargeback which may take up to 45/75 days from the date of dispute. Once we have a result, appropriate adjustment will be made on his account. We recommended ************ to contact us back after Sept 7, 2023, so that we can check the update and help him further in this. 

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

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20390084
  
  I am rejecting this response because: There has been multiple attempts in reaching out to magicjack to resolve this issue. Multiple times there was denials to speak with a supervisor and getting assistance from the representative who answered call. I was informed from bank that there wasn't anything they could do on there end and was advised to call magicjack. They are also only speaking of one incident while there has been more than one. So why wait for the bank when they could address and correct the issue.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:07/25/2023

  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.

  To whom it may concern,On 7/24/2023 my checking account was charged $49.72 for a ************************ I once had a magic jack ************ but stopped using it in 2019. I ceased using the service due to the poor quality of the reception and assumed my ************ would expire.The charge was a surprise charge and I have not received any emails from the company or any mailing about any ************ renewals or further charges.The phone number that was assigned to my account was ************ I simply desire a refund for the $49.72 and a cancellation of the account.Before contacting the BBB, I tried to resolve through the company but only got automated phone scripts and once I reached a person who said they could not help me.

  Business Response

  Date: 08/01/2023

  We received the above-referenced complaint ****************** issued with you because of his experience with magicJack.  In this complaint he complains of not being able to cancel his magicJack service and wants us to issue a refund.
  
  In reviewing Mr. ******** information provided in the complaint, please note that the email address and the billing address provided in the complaint does not match with the registered primary email address and the primary billing address on the magicJack account. Hence, for us to proceed further in this, we require the account holders complete billing address and the primary email address. Therefore, a follow-up email was sent to ************************ on July 27,2023, requesting to verify the above details. 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 *******************************************
  
  We apologize for the inconvenience caused and for the difficulties ****************** has faced. 

  Customer Answer

  Date: 08/01/2023

   
  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.

  I have provided my mailing address to them. Not sure if they have an older mailing address.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2023

  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.

  I have been trying to cancel magicJack for the last two years. It is impossible to get a person on the phone or on a live chat. Their whole system is honestly set up to confuse and frustrate people so they can't cancel their service. This is a service I have not been able to use for years. I have had issues with logging on, contacting anyone, figuring out how to cancel my service and getting a refund. In addition, I have not been able to use their service for years, as it just stopped working one day. We thought it was a phone issue, and replaced the phone. That didn't work. We thought maybe it was an ISP issue, and pursued that, but that didn't help either. Attempts to contact magicJack have been unsuccessful. Their website says you can cancel immediately by calling their number, but when you call, you don't get that option, nor do you get an option to talk to anybody. Their online chat only refers you back to their FAQ's and other articles which are of no help. And the links on their website either are dead (pointing to non-existent pages) or they are circular and ultimately suggest you call their phone number, which gets you nowhere.

  Business Response

  Date: 07/31/2023

  We received the above-referenced complaint that ****************** filed with you because of her experience with magicJack. In this complaint she complains of not being able to cancel her magicJack service and wants us to issue a refund.
  
  Based on Ms. ******** account review, the device subscription got renewed on July 20, 2023, as the Auto Renew option was turned on. On July 21, 2023, ****************** turned off the auto renew option. As per our records, she never contacted us to cancel the magicJack service.
  
  In receipt of this BBB complaint, we have sent a follow-up email to the email address *************************** on July 25, 2023, explaining her that the magicJack number ************** is a ported phone number. Please note, if she is porting out the phone number to another carrier, then the phone number should be active with magicJack. Hence, we asked her to confirm whether she want to port out the U.S. Phone Number - Transfer In ************** to another carrier or want to deactivate the phone number as well. However, we haven't received any response to date to the email which we have sent.
  
  Therefore, we suggest ****************** reply with the details requested to the follow-up email we sent or directly write to us at ******************************************* including the BBB complaint ID number in the subject line, so that we can proceed in deactivating her account completely along with the phone number and will issue a refund.
  
  We apologize for the inconvenience caused and for the difficulties ****************** has faced. 

• Initial Complaint

  Date:07/17/2023

  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.

  The phones are not working and of poor quality. We were logged out of our account and could not log back in. We spent hours on the phone but MagicJack failed to provide support or help resolve the issue. We are unable to use our phones. We contacted technical support and after 6 hours of calls they still did not resolve the issue. We are still unable to use our phone. Tickets Nos. ************ and *********.

  Business Response

  Date: 07/28/2023

  We received the above-referenced complaint Mr. *** issued with you, because of his experience with magicJack. In this complaint, Mr. *** complains of being unable to login to magicApp (Apple)due to error 403S.

  Upon review of Mr. **** account,he contacted our support team, reporting that he was getting logged out of the App automatically on 07/17/2023. Our support team has provided steps to submit logs and escalated to a higher level.

  In receipt of this BBB complaint,we have sent a follow-up email to the email address ************** that we have in our records on 07/20/2023 informing Mr. *** that there were successful calls made from magicApp with the phone number **************. We also informed Mr.*** to assign different phone numbers to each companion app and test the services, as we see multiple apps assigned to the same phone number. We have also asked Mr. *** to submit logs if the issue persists. Mr. *** came back,stating he is still facing issues. We replied to Mr. **** stating we still see multiple Apps assigned to the same phone number, and we also provided device serial numbers that were assigned to the number **************. We have replied to Mr. *** on 07/27/2023 that the required settings are done on the account,and we also see different numbers assigned to the companion app. If the issue persists, submit logs with the date and time. Therefore, we suggested Mr. *** reply with the details requested to follow up on the request we sent for any additional assistance or write to us directly 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.

  Customer Answer

  Date: 08/11/2023

  The response from MagicJack is true and has my personal information. Pleas redact and allow me to respond. 
  For over six weeks I have not been able to use the phone app. It keeps logging me our. They managers are aware but their response has been sorry our support team is not responsive. We followed every step they asked me to follow but none of it worked. We had approximately 8 numbers which we moved all of them except one phone line to another company because of their lack of support and the app not working. 
  We removed the app from the other device and now there is one iPhone assigned to one phone line with them but still the app still kicks me out every time I log in. There is nothing wrong on my end and it has something to do on their end You cannot reach them by phone and they only reply to emails one email every day or every other day with responses that do not offer any solutions. 
  We asked them how to get the logs; they replied they did not know. 

  Business Response

  Date: 08/21/2023

  We understand Mr. **** frustration, and we apologize for the inconvenience caused. We need recent logs to investigate the issue of being logged out from the magicApp. We have sent steps for submitting logs multiple times however we did not receive any response, or any logs were submitted. Hence a follow-up email was sent once again on 08-14-2023 asking him to submit logs with steps,we havent received any response. We thereby advise him to reply to email we sent or write to us at ****************************************** with the details requested and having BBB complaint ID in subject line. We will check and resolve the issue.  We are also attaching the screenshots for which we have asked customer to submit logs.
  

  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20336140
  
  I am rejecting this response because: Magic **** finally resolved the issue after 6 weeks. While they have a very nice rep that tries his best to help, their technical support team does not communicate well and took over six weeks. We had to move at least 6 phones from magic **** to another vendor. Message to their management. Support is everything, and if you cannot provide it and leave your customers unable to use the phone for weeks, you lose the customer. 
  
  Sincerely,
  
  ************

  Business Response

  Date: 08/24/2023

  We understand Mr. **** frustration, and we apologize for the inconvenience caused. However, thank you for letting us know that the issue has been sorted out.

  We greatly value and appreciate your business. Thank you for giving us the opportunity to serve you.