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:03/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 2023 I did not activate automatic renewal, as I had consented to ea previous year of service. Without my consent, magic **** did some kind of pre-renewal, charging me on March9, 2023, $49.24 for and renewing me on non refundable contract for two and a half years! I did not consent to this! As evidenced by the fact that I did not consent to renew automatically, which should occur in September, they charged me in March '23. The phone has not worked in almost a year. I have been unable to call them for service because I'm in a rural area with no phone service and that's why I had the magic jack in the first place. It stopped working with new routers we had received after a lightning strike to the transponder in the neighborhood. They are telling me this money that they took without my consent, is not refundable. That is illegal, is it not? If I do not consent to automatic renewal, how do they have the right to automatically renew me for twice the amount of time and 6 months early?I currently have an email to magicJack support team including a ticket number that was created today by a language barrier customer service agent who kept tripping over himself giving me the information because I was poking holes in their obvious mal intent.Information regarding the account with ********************** as follows:******************. ************ ******************************************************** Ticket #REQ059365422 When you try to call them, auto response system asks you to put in your ticket number but doesn't recognize the letters and hangs up on you. So they clearly never intend to resolve issues.Thank you.

  Business Response

  Date: 03/18/2024

  We received the above-referenced complaint that ******************** issued to you because of her experience with magicJack. In this complaint, she wants magicJack to issue a refund for the renewal made on 03/08/2023.
  
  Based on Ms. ********* account review, the subscription is active until 09/19/2025. ******************** called magicJack on 03/08/2024, asking to cancel the account as she reported that the service has not been working for 6 months; she changed the routers, but it was not working. Our support representative verified the account. Asked the reason why ******************** wants to cancel. Provided the subscription expiration details and advised to use them until the expiration of the subscription period. It was also explained that there is no refund for the remaining subscription period. As ******************** asked again how magicJack could charge her account, our support representative escalated for a refund review, and while the ticket was being reviewed, ******************** contacted BBB. 

  In receipt of the BBB complaint, we have sent a follow-up email explaining to ******************** that her device subscription was active until 09/19/2025. She renewed her subscription for 3 years on 8/28/2021, and the subscription should be valid until 9/19/2024. Upon checking, she renewed her device subscription again on 03/08/2023 for an additional 1-year through our Rapid Renewal feature online, and hence, the subscription was valid until 09/19/2025. Please note that it was not renewed automatically; the auto-renewal option was already turned off on the account. As ******************** does not want the additional 1-year subscription that was renewed on 03/08/2023, a refund of $49.24 has been issued in the form of payment used when the order was originally placed. We advised her to allow 3-5 business days for the refund to reflect on your account. 
  
  After issuing the refund, her magicJack device has an active subscription until 09/19/2024. We advised her to use the service until the end of her subscription period. As ******************** mentioned that she was unable to use the service, we recommended that she contact the technical support team for the issue to be resolved and to use the service until it expires. We also advised ******************** to reply to our email describing the problem that she is facing with magicJack so that our technical team can check this and help her further. Alternatively, we advised her to call ************** and select Technical Support. However, we haven't received any response to date. Therefore, we wanted to inform ******************** that for any additional help,she can reply to our email or email us, including the BBB complaint ID number in the subject line, at ******************************************.

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.They claim they will refund me the suspected amount, and I have also emailed them in closure. Lets see if they follow thru. Thanks for having consumers backs!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to cancel a subscription to magic ***** Will not let me because I dont have access to or know the old email address I used when I subscribed to them. They told me to email customer service and I did with the account phone number and my current email address but the system wouldnt accept the email because it didnt recognize it. Customer service is being very rude and unhelpful and even has hung up on me a couple times.

  Business Response

  Date: 03/12/2024

  We received the above-referenced complaint that ******************** issued to you because of his experience with magicJack.  In this complaint, he wants us, magicJack, to cancel his service.
  
  Based on Mr. ********* account review, ******************** called magicJack on 03/04/2024 to cancel the account;however, he was unable to verify the primary email address on the account.Later, ******************** called again on 03/05/2024 asking to cancel the account.Our support representative tried verifying the account. ******************** was unable to verify his email address and threatened to contact BBB. Hence, the issue has been escalated to a higher level for review.
  
  An email was sent on 03/06/2024 explaining to ******************** that before making any changes to the account, we need the account to be verified. This is for the security of the customers account and to check if the request is coming from a valid source. To proceed further with the account deactivation request, we asked him to provide us with the primary email address on the account. If he was unable to provide the email address on the account, we asked him to reply back to us with his valid picture ** proof, which has the same name and address as it appears on the magicJack account. Also, informed him that we can change the email to ************************* after he provides us with the ** proof. 
  We received a response from ******************* providing the picture **; while it was being reviewed, ******************** contacted BBB. 
  
  In receipt of the BBB complaint, As ******************** already provided the ** proof, we have changed the email address on the account to ****************************************, cancelled the magicJack account, and issued a refund of $49.45. We have sent a follow-up email to ******************** explaining to him that we have updated the email address and advised him to reset the password. Also informed him that his magicJack account has been cancelled and a refund of $49.45 has been issued. He is advised to wait for 3-5 business days for the refund to reflect on his account. For any additional help, ******************** can reply to our email or email us, including the BBB complaint ** number in the subject line, at ******************************************.
  
  We apologize for the inconvenience caused and for the difficulties ******************** faced.
  

  Customer Answer

  Date: 03/12/2024

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

• Initial Complaint

  Date:02/22/2024

  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.

  Since the middle of summer 2023 the magic **** started to have line noise and echo's, and made it close to impossible to have a conversation with the party I called. I could here them decently, but they heard me through a crazy amount of noise. I called many times and was told many things. 1. Get a new phone system...but I just bought this new ********* phone system at Christmas time ******. Replace Ethernet cord and power supply...OK I did.3. Check router settings...I did and they were already set properly.4. Internet speed may be slow....NO its 370mbps download and 12mbps upload, more than enough.5. Problem with your modem...NO it is recently new from before the noise started.6. Contact your internet service provider.......I did, they came, all checked out perfect.7. Get a new Magic-**** your's is old......YES it was about 10 years old if that, and I did replace it on 2/13/23. I even bought another new ********* phone system like a fool.Now ever since I hooked up the new magicjack the people I call are hearing push button beeps(DTMF codes probably) randomly and it happens on every call. I have been back and forth with techs & high level support for 2 months with no resolve. Yesterday 2/21/24 a tech did another reset and ever since that reset when I make a call or answer a call just as the party answers I hear a real loud progression of high pitch beeps for a second then it goes away, and callers still hear the tones. Now the receivers of my calls are hearing the push button beeps even louder, and more frequently.I have asked in just about every e-mail for them to send me a new device to replace the 2 month old device, but they won't.2/21/24 they asked again for a recording of the push button beeps heard by my callers that I don't hear + I also sent them a recording of the initial screech beeps I hear only at the start of every call. I made many calls and wasted countless hours.I want a replacement device! Its the last thing to try! ID# **************

  Business Response

  Date: 03/06/2024

  We received the above-referenced complaint ****************** issued with you because of his experience with magicJack. In this complaint, ****************** complains of beeping (****) and static noise using the magicJack services.

  Upon reviewing ******************** account, we see that the customer initially contacted our tech support team, reporting static issues on 12-6-2023 and 12-12-2023.Troubleshooting steps for the static issue were sent via email on 12-12-2023.
  Later,****************** started contacting us after replacing the device for the beeping issue from 01-06-2024. The **** reset was done, but he still had the beeping issue and insisted on a replacement device. On 02-22-2024 we asked for call samples to investigate further. ****************** sent it on 02-23-2024; he also sent the call sample for the noise issue (echo), which started again on 02-22-2024.A follow-up was sent to the customer stating that the required changes were made to the account on **********. The noise issue was rectified; however, the beeping issue persisted. 
  Hence,after thorough investigation on the issue, we have decided to reship the device and asked ****************** to confirm the shipping address. We also advised him to return the existing device to the below ********************** address.

  MagicJack
  ************************************ 905
  Box *****************************************************

  Therefore,we suggest ****************** directly write to us for any additional assistance at ******************************************* including the BBB complaint ID number in the subject line.
  We hope ****************** is satisfied with the above information.

• Initial Complaint

  Date:02/19/2024

  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 received the renew link via email for my magicjack but could never get it to work. I finally was able to reach a person on2/5/24 AFTER the renewal date to find out why I was having trouble. I spoke with ****, but she could not help me and would have it researched received an email saying I need to pay $25 for a chargeback from my financial institution. I was charged $50.10 on 2/3/23 and was never able to reach anyone to get this rectified, so I disputed with my CC company. I called again on 2/19 and got **** again. I asked for a Supervisor and never received a call back. I confirmed with my CC company that Magicjack was not charged $25 due to getting one the charges refunded back. Magicjack is trying to make me pay $25 AND a renewal fee. I have been with them many years and am appalled that they did not even convey any of this when sending the renewal link . I want Magicjack to do the right think and reinstate my account at the $43!

  Business Response

  Date: 02/29/2024

  We received the above-referenced complaint that ****************** issued to you because of her experience with magicJack.  In this complaint, she wants magicJack to remove the restrictions on her account by waiving the reinstatement fee of $25.
  
  Based on ****************** account review, ****************** renewed her device subscription twice on 02/02/2023 through our Rapid Renew feature. ****************** submitted a billing PAT on 03/08/2023, asking for the refund of one of the charges she renewed twice. Our support representative informed ****************** that our subscription plans and/or services are not subject to partial nor prorated refunds. Once the renewal is applied to the account, it is non-refundable. On 03/21/2023, ****************** filed a dispute for one of the charges with her back, and she has been refunded from her bank. As the subscription expired on 02/04/2024, ****************** started contacting magicJack from 02/05/2024 reporting that she was unable to renew the subscription. Our support representative informed her that as there was a dispute from her bank, a nonrefundable reinstatement fee of $25.00 (plus applicable taxes/admin fee) has been assessed to her account due to the chargeback fee we incurred, and her account has been restricted from placing orders, technical support, activation of any new devices, and subscription renewals. To remove the restrictions, we advised her to pay the reinstatement fee and provided the instructions.  

  Since then, ****************** has contacted us to remove the restrictions on the account, stating that she is a long-time customer. She also mentioned that, as she was unable to contact us to get a refund for one of the charges, she filed a dispute with her bank. As per her contact history with magicJack and notes, ****************** contacted magicJack on 03/08/2023, and we have already informed her that a refund is not possible for one of the charges. We explained multiple times why the reinstatement fee will be charged and that it must be paid to remove the restrictions.  

  In receipt of the BBB complaint, we have sent a follow-up email to the primary email address on the account, explaining to ****************** that we will not be able to remove the reinstatement fee of $25. If a customer disputes a service charge through their credit card company and we are charged a chargeback fee by their credit card carrier, the customer will be charged a $25 fee to re-activate their account. This is in line with our Subscriber Agreement Section 8d, available at *************************************************. We have also explained to her that we sent a reinstatement notification email to her email address on 03/28/2023. However, ****************** claims that she did not receive any email. Hence, as a one-time exception, we have removed the billing suspension from her account by waiving the reinstatement fee of $25; we have sent an email to ****************** informing her of the same and advising her to renew the service. However, we haven't received any response to date. Therefore, we wanted to confirm to ****************** that the account restriction has been removed and she will be able to renew her service now. For any additional help, ****************** can reply to our email or email us, including the BBB complaint ID number in the subject line, at ******************************************.

• Initial Complaint

  Date:02/13/2024

  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.

  I was a customer with ********************** for over 10 years...they're a VOIP service - a telephone provider through my computer using their device...About 6 months ago I started getting static and having other problems with my phone service so when it came time to renew this past December I decided to buy a new device instead...There were 2 problems with the device they sent *********** power connection didn't fit my phone - too wide (a new design)...2..there was no power cord in the box so the device was useless to me...I was told by the company that they couldn't just send me a cord...I had to return the one they sent me and they'd issue me a new one...I shipped it back to them at *** and paid $8.02 for the service...I enclosed an invoice for this amount and requested they reimburse me...They refused...said it was not their policy to do that...I reminded them that it was their mistake and that I was not about to swallow $8 for the shipping...A few emails back and forth and just more refusals to pay...A Supervisor was supposed to call me this morning to discuss it...no call...I'm fed up with their games and their bad customer service...I want to be paid for the shipping....

  Business Response

  Date: 02/16/2024

  We received the above-referenced complaint ************** issued to you because of her experience with magicJack.  In this complaint, she wants magicJack to issue a refund for the return shipping charges that she paid to return the magicJack device.
  
  Based on **************** account review, she contacted magicJack on 12/26/2023, reporting that there is a static on her line and she wants to get a new device. ************** ordered an upgrade device on 12/29/2023 and contacted magicJack on 01/08/2024 to register the device. However, she reported that the cable that we have provided does not fit into her phone. Our support representative informed ************** that all telephone cables from magicJack are the same size. ************** again contacted us on 01/22/2024, reporting that the device doesnt have a power cord.
  
  Our support representative advised returning the device for a full refund or purchasing a cord at a local store, but ************** just wants to return the device. ************** wanted to talk to a supervisor, and our support representative informed her that it would be a callback. ************** declined the callback. ************** contacted us again on 02/02/2024, reporting that she returned the device, paid $8 for the shipping, and wanted to get a refund for the shipping charge. Our support representative informed ************** that the customer is responsible for the shipping and asked her to provide the preferred callback times.
  
  ************** contacted magicJack again on 02/09/2024 reporting that she did not receive any email from us; hence, we have resent the same email.************** replied with the callback timings, and this had been escalated for a callback. While it was being reviewed, ************** reached BBB.
  
  Hence, we wanted to inform ************** that we have received the return of the magicJack device, and a full refund of $55.17 has been issued on 01/29/2024 that she paid for this order. We would like to reiterate that the customer will be responsible for the cost of shipping the device back. This is in line with our Subscriber Agreement Section 2, available at *************************************************. For any additional help, ************** can reply to our email or email us, including the BBB complaint ID number in the subject line, at *******************************************

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21289065
  
  I am rejecting this response because:  Several of their statements are incorrect...

  1)  I was not going to pay extra for a cord at the store above the price of the device which should have included it...that's just bad business...bad customer service...

  2)  Cable size...the cable connectors that fit into the back of the phone are wider on their new device than my old one...so they didn't fit my phone...I tried a few different phones and had the same problem...I tried to explain this to the agents (more than one) but they just didn't seem to understand...

  3)  Callback...I made them escalate the issue to **************** (their words) and expected a call from someone within 48 hours...never happened...then I got an email asking me to specify a specific ************* to receive a call and I wrote "Tuesday, 2/13 9-noon...never got a call.

  I don't care what their "standard policy" is...they made the mistake of excluding the cord (the device is useless without it)...if they expected me to spend additional money on a cord that was supposed to be included in the price and the package they are sadly mistaken...very poor customer service...

  I expect them to do the right and ethical thing and reimburse me for the shipping charge...you don't treat a 10 year customer this way.

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

  Business Response

  Date: 02/23/2024

  In reviewing **************** complaint details, please be informed that when ************** purchased the device, she agreed to the service terms as they are written in the money-back guarantee policy and the subscriber agreement available at *************************************************. As it clearly states in Section 2, Ownership and Risk of Loss of Device: If, within 30 days after placing your order for the device directly from the www.magicjack.com website, you are not satisfied with your device, you may either return it to us for a full refund of the purchase price, minus shipping, and handling, or exchange it for a new device. The full refund or exchange offer is applicable only to the purchase of your first device. In order to receive a refund or exchange, the customer must request and receive a ********************** RMA number by e-mail and the device must be returned in its original packaging, and you must pay the expenses of shipping. Please see the attached screenshot for more information. Therefore, we would like to reiterate that we will not be able to refund the shipping charges.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21289065
  
  I am rejecting this response because: Their policy is rigid...it doesn't allow for special circumstances like mine...they clearly don't care about their customers - making them happy and satisfied with MagicJack service and products, and maintaining long term relationships with them...

  They forced me into a corner...an either/or situation...they made the mistake and I was expected to incur the expense of returning the device to them for a replacement...

  I have filed a complaint with the *** because others need to know about their unfair business practices.

  At this point it's not about the expense although I'd like to be reimbursed...it's more about the way they treat long term customers...I hope my case will alert others and caution them about signing up with MagicJack...

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

  Customer Answer

  Date: 02/27/2024

  I filed a complaint with the *** to inform them of MagicJack's shady business practices...I hope they will investigate and determine that they need to change their "terms" to better serve their customers in a fair and responsible way...

  This company has failed to honor its commitment to a good and loyal customer...they refused to provide equipment that was paid for and not received...instead of simply sending that one piece of equipment to me they told me to go buy it at the store...forcing me to pay double for that cable and not reimbursing me for the cost incurred...

  I want the *** to know how MagicJack is cheating its customers and acting in bad faith...good customer service is not part of their business plan.

• Initial Complaint

  Date:02/12/2024

  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.

  04/17/23 - I paid $124.81 to have my MagicJack subscription extended for 3 more years. I have one MagicJack for one phone. My current subscription does not run out until 04/04/2025.Instead of extending my subscription, they set up another 'Device' - so that the subscription runs concurrent with my initial subscription.I wouldn't have know, except that I keep getting emails to extend again. So, I looked at my account and found out my extenstion had been misapplied.I have called three times and have been told they cannot fix it and received emails saying I'm not *********** a refund. My last call was to let them know I'd make a complaint to the BBB, and I was assured someone would call me to straighten it out, that it was not necessary to contact the BBB. I did not recieve a call or any other email. My account has not been corrected. I would like a refund as I have not been treated fairly. ( I have not shared the experience on social media, yet.)Thank you for your help.

  Business Response

  Date: 02/21/2024

  We received the above-referenced complaint that ************** issued to you because of her experience with magicJack.  In this complaint, she wants magicJack to apply the subscription period to the correct magicJack device as she renewed the incorrect device.
  
  Based on Ms. ****** account review, ************** contacted magicJack on 01/24/2024 to find out the subscription details on the account as she made the payment. Our support representative verified the account and informed her that there are two active magicJack devices on the account. ************* said that there should be only one active device. Hence, our support representative asked her to confirm the serial number of the device that she was using. ************** was unable to provide the correct serial number. Hence,our support representative escalated the issue for refund review as it seems that ************** reactivated the wrong device.
  The refund request has been declined, and we have explained to ************** that the customer must call within 24 hours of processing the order to ask for a refund. Once the subscription is applied to the device, it is non-refundable. ************** called again on 01/25/2024 reporting the same. The issue has been escalated again for a refund, and the refund has been declined as the reactivation order was placed on 04/17/2023. We have explained the same to *************** 
  
  In receipt of the BBB complaint, we have sent a follow-up email to the primary email address on the account, explaining to ************** that a wrong magicJack device has been reactivated for 3 years, and as she wanted to apply that to the device that she is currently using, we asked her to confirm the serial number of the ********************** device. Provides steps for finding the correct serial number. Once provided, we assured her that we would transfer the remaining subscription term from the incorrect device to the correct magicJack device. ************** was able to find the correct serial number and provided it in reply to our email. We transferred the remaining subscription term to the correct device, advised her to unplug and re-plug the magicJack device for it to be rebooted, and then tested the service. We received a reply from ************** thanking ** for looking into this; she confirmed that she rebooted the device and its working. For any additional help, ************** can reply to our email or email us, including the BBB complaint ID number in the subject line, at ******************************************.
  
  We apologize for the inconvenience caused and for the difficulties ************** faced.
  

  Customer Answer

  Date: 02/22/2024

   
  Better Business Bureau:
  
  I just sent you the correspondence between MagicJack and myself.

  I have reviewed the response made by the business in reference to complaint ID ********, and told them I would accept their compromise - two year extension instead of the three I paid for.
  

  Thank you very much for your time and help.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/12/2024

  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.

  I canceled service two years ago. The phone number remains active and though I am not charged people Continue to leave messages. I do not have an active account. I tried multiple times to get them to stop accepting calls. They are not interested in resolving my problem and it has seriously impacted my business.

  Business Response

  Date: 02/20/2024

  We received the above-referenced complaint ************************** issued to you because of her experience with magicJack. In this complaint, she wants magicJack to deactivate her phone number and to stop sending voice messages.
  
  Based on Ms. ************ account review, ************************** called Tech Support on 02/05/2024 reporting that she had cancelled the service before but was still receiving voice messages. Our support representative tried verifying the account, but ************************** was unable to verify the billing address. On 02/05/2024, ************************** submitted a PAT form reporting that she cancelled the service 2 years ago, the phone number is active, and she is still getting emails with messages, asking us to deactivate the phone number and to stop forwarding the messages. As the billing address does not match the address on the account, our support representative again asked ************************** to confirm the billing address on the account. On the same day, ************************** called the Sales Team, reporting the same issue, and was able to verify the account. Our support representative informed ************************** that the subscription expired on 01/07/2023 and transferred the call to the billing department for full account deactivation. While talking to the billing representative, the call got disconnected.
  
  
  In receipt of the BBB complaint, we have sent a follow-up email to the primary email address on the account, explaining to ************************* that the device subscription expired on 01/07/2023 and the magicJack number is a ported-in phone number. She will be getting another email from our porting department to confirm phone number deactivation. We advised her to reply to that in order for us to complete the phone number deactivation.We have also disabled the voice mail feature and recommended that she login to the account portal and turn off 'Do Not Contact' and voicemail via email feature. ************************** confirmed that she would deactivate the phone number.We have escalated this to our porting team to deactivate the phone number, and the phone number is now deactivated. Therefore, we wanted to confirm to ************************* that the phone number has been deactivated. For any additional help, ************************** can reply to our email or email us, including the BBB complaint ID number in the subject line, at ******************************************.
  

• Initial Complaint

  Date:02/05/2024

  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.

  Have emailed this company 3 times, been blown off and problem fixed. I have paid their subscription fee and vanity phone fee for my number ************ and when picking up phone it now says expired and need to renew. I have told them this and will not give these idiots anymore money, my phone needs to be fixed now! They also need to be investigated for possible theft by ******* to customers. Their all idiots and do not want to do their jobs whatsoever, they almost appear to be a shell company and taking peoples money and not providing service. Fix my phone number now as it has been paid Accountid: ********

  Customer Answer

  Date: 02/05/2024

  my last name is misspelled. it's CUMLER

  Business Response

  Date: 02/15/2024

  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 fix the issue with his phone number.
  
  Based on Mr. ******* account review, his ********************** device subscription is active until 10/18/2025. Mr. ****** has a vanity phone number *************** and it expired on January 28, 2024. As Auto Renew is on for the vanity number, our payment system tried collecting the payment multiple times, but there is a payment change error due to the reason Account Closed." An automated email has been sent to Mr. ******** primary email address on January 28, 2024, advising him to update the payment method. It clearly explains that the payment was unable to be processed using the credit or debit card currently on file; in order to ensure you don't lose access to your service, update your method of payment now.
  
  Mr. ****** sent an email to our billing department on 01/13/2024,reporting that he paid $50.04 for the renewal, but it says that it still needs to be paid, and he also asked us to remove the credit card for the auto renewal. Our support representative explained to Mr. ****** that premium numbers such as vanity, custom, and ******** numbers require a yearly subscription that is not included with the magicJack device subscription. They provided steps for renewing the phone number, along with advising Mr. ****** to call the sales team for further help should he require live assistance. Mr.****** was also told that we require full account verification as he failed to verify the full name on the account with our email support. Mr. ****** submitted another billing *** form asking to remove the auto renewal, and he acknowledged that he must pay for the vanity number and asked for the cost of the renewal and a direct link to pay the amount. Our support representative provided the cost of the renewal and, again, the steps to renew, along with the request to confirm the name on the account. 
  
  In receipt of the BBB complaint, we sent a follow-up email to Mr. ****** explaining to him that the vanity phone number subscription expired on 01/28/2024. For premium numbers, the auto-renewal by default will be on; to turn it off, he needs to call us. For more details regarding this, we have explained SAPs Section 8b, available at *************************************************. We have also explained to Mr. ****** that we havent turned off the auto-renewal when he contacted us earlier, as the account was not fully verified, and informed him that our payment system tried collecting the payment automatically as the auto-renewal option for the vanity number is on; however, the system failed as it shows that the credit card account is closed. We have informed him that an automated email was sent on January 28, 2024, to update the payment details. Hence, we have advised him to update the payment card and to call our sales team to take the payment for the vanity number. Once the payment is made, we have assured him that we will turn off the auto-renewal.
  
  Mr. ****** sent another email stating that he paid for the Vanity number now and asked us to fix the problem with the phone number. We have replied to Mr. ******* confirming that we have received the payment for the vanity number. We recommended that he unplug the device, wait for 30 seconds,and then re-plug the device. Once this is done, he can test the service. If he is still unable to use the service, we advise him to contact our technical support team at **************. However, we haven't received any response to date. Therefore, we suggest Mr. ****** 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 Mr. ****** faced.

  Customer Answer

  Date: 02/21/2024

  These people never answer their phone, I have tried to call and it rings non stop or goes to generic VM. Scummy company, I believe they target elderly people and rip them off they seem like that kinda of company. They need to be audited by attorney generals office and account for every ***** ever taken by them. Turn off my auto renewal immediately is what I want done by MJ. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21249682
  
  I am rejecting this response because:

  Have tried to call them and no one ever answers the phone. I encourage BBB to attempt to reach them by phone. They seem like a company that targets elderly and take their Money. MagicJack should be audited by attorney generals office and have to account for every ***** ever taken from customers. 

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

  Business Response

  Date: 02/26/2024

  In reviewing Mr. ******* complaint details, based on the account review, Mr. ****** was able to update the payment card, and the vanity phone number got renewed successfully on 02/09/2024. As per call logs, we do see usage as well. Therefore, we would like to reiterate that if there is still any issue with the service, we recommend that he call our technical support team at **************. He can also send an email to ****************************************** if he is unable to reach us over the phone.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21249682
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/01/2024

  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.

  The Magic **** does not work. About 2 years ago I had exactly the same problem, I had to buy a new box at my expense. They have a customer service telephone number which merely has a recorded message stating to go to their website, this is so deceptive because they make it look like they have a live customer service. They initially declined to me stating that THERE IS ABSOLUTLY NO RECORD OF MY PHONE NUMBER OR ACCOUNT!!!!!! Finally they admitted that it does exists. In spite of number of requests to call me, they have not called me once. All I like is to refund me the balance.

  Business Response

  Date: 02/08/2024

  We received the above-referenced complaint ************ issued to you because of his experience with magicJack. In this complaint, *********** reports that he is unable to use magicJack services and wants refund for the charges incurred on the account.
  
  Based on the account review, we see that ************ initially contacted us on 01/23/2024 reporting, unable to make/receive calls using magicJack device. As the account details were completely not verified initially, we couldnt provide any assistance.
  Once the account details were verified, our technical support representatives have provided troubleshooting steps to resolve the issue. However, ************ wanted us to fix the issue or process refund for the last charge incurred on the account. Please be advised, ************ has active subscription till 03/31/2026 and should be able to use service. Also, service issues can be rectified by following troubleshooting steps.
  In receipt of this BBB complaint, a follow up email was sent on 02/05/2024 with troubleshooting steps. It was also mentioned that if in case, he chooses to cancel service no refund can be processed. However,************ wants us to reply to the complaint we received.
  Therefore, we would like to inform ************ to perform troubleshooting steps as listed in our follow up and if in case service issue still exists, we request him to provide call sample details along with error message for us to further investigate.
  We need Mr. ***** ***operation in resolving the service issue reported.  Also, please be advised that as per our subscriber Agreement Section 13, he may terminate services anytime, but remaining balances will not be refunded. He can refer to our magicJack's Subscriber Agreement at ******************************************************;
  
  For any additional assistance, we therefore suggest ************ to reply with the details requested to follow up we sent or directly write to us at ******************************************,including the BBB complaint ID number in the subject line.
  

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21230699
  
  I am rejecting this response because:

  I have asked them to call me so they can walk me through the process of what exactly needs to be done. After so many emails, they have completely ignored my response, and never even called me once, may their Magic **** does not work (similar to mine). I am 79 year male on Social Security and not very computer savy.  I need a guidance in what exactly needs to be done. I can not follow the email instructions.

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

  Business Response

  Date: 02/14/2024

  Upon reviewing Mr. ***** account, we see that this has been escalated to FCC.
  Therefore, regulatory team will review the account & necessary action will be taken accordingly.  

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21230699
  
  I am rejecting this response because:

   

  They have stated that the complaint has been escalated to FCC, well what do they expect?? It has been over 6 weeks and they called once after so many emails but I stayed home for the call at agreed upon time but they did not call at the agreed time. They called almost 32 minutes late. They have not responded to my email about not calling in time as well as providing refund for the unused portion.

   

  For the record I am also stating that in the event of legal action against Magic ***** all these data will also be presented to the judge, so the judge can see the behavior of Magic Jack.

   

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

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Magic for about ten years The last time I paid them was two years ago mar 26 I have one year left on the three years that I payed for I bought three years because the person said that they were raising prices which they never did. About two months ago our phone calls were getting a lot of noise in them people could not hear us when we talked so I called magicjack and the tec telling me to do this and that which I did. when that didn't work the tec said to call my wifi provider so I did. But befoe I did I read all the trouble shotting that magicjack has on their sight.I changed all my lines bran new changed my ethernet cable bran new. did everything magic said I should do wifi bougfht a new one. Then was told the onlt thing that it could was my modem so I bought a new modem it still didn't help. I wound up getting a new phone service.I have been trying to resolve this for two months. I called up to get a RMA to send the magic back and was told that it was over thirty days, That is c*** as it is their proplem and they refused to fix it. When I call I had a 20 min wait then 12,6,4,1.0,next,then went from next to 1,16,3,1,02 that was just the first day. second day 18 to14 then12,9,7,5,1,0,next,to2,2,2,2I got fed up and hung up called later in the after noon had a 30 min wait. Next time I called again waited and waited finally got someone and she said *** couldn't help me Transfred me said I had a thirty min wait.They give you a Ref number so you don't have to wait that in it's self is a joke you have to wait just as long or longer. It is their fault that the magicjack didn't and don't work not mine they think that I like paying ***** a month instead of ***** a year I don't but need a phone that people can hear you talk on. I want a refund for the new unit and for the year that I have left on the three years that I was lied to about when was told that they were raising prices. They are the ones that told me it was more then likely the old unit.

  Business Response

  Date: 02/12/2024

  We received the above-referenced complaint Mr. ******** issued to you because of his experience with magicJack. In this complaint,Mr. ******** complains of a static line issue when using the magicJack device and wants a refund for the charges incurred on the account. 
  
  Based on ************s account review, we see that on 12/20/2023, Mr. ******** ordered an upgrade magicJack device, and the same was activated on 01/02/2024. Mr. ******** contacted us on 01/03/2024 reporting static issues while using the magicJack device. Our support representatives informed him that call quality depends on the Internet Connection requirements and advised him to verify and follow up with his ISP to ensure all requirements are met. However, Mr. ******** claims that the static issue persists with the upgraded device and wants to return the device and avail of a refund. 
  
  We would like to inform Mr. ******** that magicJack requires a minimum Internet Connection to have better call quality and replacing the device may not solve the issue. However, as a one-time exception and for better customer satisfaction, we will be refunding the last charge of $61.94 incurred on the account towards the device cost. We request him to return the device to our corporate address
  
  magicJack
  ************************************ 905
  Box *****************************************************
  
  We suggested Mr. ******** provide us with the tracking number by directly writing to us at ******************************************,including the BBB complaint ID number in the subject line. Once we receive the device in our inventory, a refund will be processed accordingly.
  
  We hope ************ is satisfied with the above information.

  Customer Answer

  Date: 02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to add that my dowm load is around 371 my upload is ***** and my ping is 29 I have called a lot of pople from the time I switched phone compamis no sstadic on any of the people that I have talked to I call magicjack the other day and you can hear the stadic in the lines not a lot but it is there.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/14/2024

  I am sorry to say that the link that you send me to click on and write a review does nothing.I even tried  copying the link and posting it. sorry ******