ComplaintsforMagicJack LP

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  11/05/2024

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

  Customer response

  11/18/2024

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

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

  Business response

  11/05/2024

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

  Customer response

  11/08/2024

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

  Customer response

  11/08/2024

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

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  10/31/2024

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

  Customer response

  11/26/2024

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

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  10/25/2024

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

  Customer response

  10/26/2024

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

   

  Customer response

  10/28/2024

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

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

   

  Business response

  10/31/2024

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

  Customer response

  10/31/2024

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

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

• Initial Complaint

  09/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  Business response

  10/08/2024

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

• Initial Complaint

  09/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Service was ended before pre-paid date. I was forced to add a credit card number and pay before I could even talk to the automated service, WPB phone number does not pick up.

  Business response

  10/06/2024

  We received the above-referenced complaint Ms. ****** issued to you because of her experience with magicJack. In this complaint, she wants to know why her service ended before the due date and wants us to make the adjustment.
  
  Based on Ms. ******* account review and the renewal details, we see that Ms. ****** subscription is active till 11/04/2024 before the latest renewal. Ms. ****** submitted billing *** on 09/28/2024 reporting that why does it says her MJ number is inactive even though she is good through 11/05/2024. As the name submitted in the *** does not fully match with the name on the account,our support representative asked her to confirm the name on the account. We havent received any reply to that. However, as per the renewal details, Ms. ****** renewed the subscription on the same day 09/28/2024 for 1 year using our Rapid renewal feature and the subscription is now valid till 11/04/2025.
  
  In receipt of the BBB complaint, we have sent a follow up email to Ms. ****** explaining to her that her subscription should have ended on 11/04/2024 before renewing it on 09/28/2024. Upon checking her account, we see that she replaced the magicJack device back in 10/10/2020; at that time, she spoke with the tech support team and was given an expiration date of 11/04/2021. On 10/07/2021, she renewed for a period of 3 years after receiving a notification on 10/05/2021 that her services were set to expire on 11/04/2021. Please note, we havent sent the renewal notification yet for her device renewal, which she would have received in October 2024; therefore, the renewal she placed on the account on 09/28/2024 would be in effect on 11/04/2024 as her current subscription is still active. Regarding her magicJack phone number is not being active on 09/28/2024, we have informed her that due to Hurricane ****** our network experienced issues on Friday 9/27 and Saturday 9/28. This could be the reason her phone number was not working. However, the network issue related to our website and calling issues has already been resolved.
  
  We received a reply from Ms. ****** stating that as she was unable to contact our customer support team,she renewed her subscription early. She even confirmed that her phone started working. However, she reported that she faced trouble in contacting our customer support. Hence, we would like to inform Ms. ****** that the network issue related to our website and calling issues were already resolved. If she has any further issues, for Billing-related queries she can call us at **************. If she is calling from outside the **** or ******, please dial **************. Billing hours are Monday through Friday 9 AM - 7 PM EST. For Technical Support issues, she can call ************** and select Technical Support from the main menu. Hours of operation: Monday - Friday: 9:00 AM - 9:00 PM EST Saturday - Sunday: 10:00 AM - 7:00 PM EST. She can also reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.
  
  We apologize for the inconvenience caused and for the difficulties ********* faced.

  Customer response

  10/08/2024

  My reply to not confirming my name is new to me. I never received any email about confirming my name. I have used Magic **** for close to 20 yrs. and am wondering why they suddenly dont have my name? No one has addressed the reason why I was forced to give a credit card number to talk to someone? It would  disconnect you when you didnt give the last four digits of the credit card on file. I did not sign up for auto renewal so there isnt one. The ******************************* as well as the on line chat. No one restored my service, after I paid early the phone started working. I spent close to two hours troubleshooting and calling without any help. I finally Googled why a MJ number my be inactive even though you have two months of service left. Someone said if you have no credit card on file, thay can make your number inactive. That makes sense because right after I paid , I had service. It bothers me that there is no other way to get customer service unless you give them a credit card number, especially if you are already paid up.

  Business response

  10/16/2024

  In reviewing Ms. ******* complaint details, we have sent a follow up email to Ms. ****** explaining to her that magicJack is no longer sending emails addressing with customers name. Regarding asking for credit card number when Ms. ****** want to talk to someone from magicJack, we have informed her that magicJack will never ask for credit card number in order to speak to an agent and hence, we have asked her which phone number she tried calling. Regarding renewing the subscription before expiry, we have informed her that the service stopped working due to Hurricane ****** our network experienced issues on Friday 9/27 and Saturday 9/28 only not because of the service expiry.
  
  We received a reply from Ms. ******* she provided the phone numbers that she used to contact us, and she also mentioned that she has no problem in renewing the service early using her credit card. However, she was not happy with the issues she had while trying to contact the customer support. Hence, we would like to inform Ms. ****** that, we will consider her feedback regarding contacting the customer support and will escalate to relevant department for review. Going forward, if she has any further issues, for Billing-related queries she can call us at **************. If she is calling from outside the **** or ******* please dial **************. Billing hours are Monday through Friday 9 AM - 7 PM EST. For Technical Support issues, she can call ************** and select Technical Support from the main menu. Hours of operation: Monday - Friday: 9:00 AM - 9:00 PM EST Saturday - Sunday: 10:00 AM -7:00 PM EST. She can also reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.
  
  We apologize for all the inconvenience caused and for the difficulties Ms. ****** faced.

  Customer response

  10/17/2024

  This is in response to never asking for the last four digits of a customers credit card number. Check out your system the day of my renewal, you will see several attempts of calls to the 800 number and the 561 number and chat online. Every call asked for the last four digits of my credit card number on file. When I couldn't produce the number, it said goodbye, Im sure now that I prepaid for another year, two months early, I can call customer support because they have my new credit card number. I suggest you start looking into your automated system, if the calls are recorded, you will see that I got hung up on after not producing the last four digits of my credit card number. Perhaps that is the problem. Once again I wish it would give you another option instead fo the credit card number and not just hang up on you.   Thank You

  Customer response

  10/18/2024

  Date Sent: 10/17/2024 11:26:57 AM
  This is in response to never asking for the last four digits of a customers credit card number. Check out your system the day of my renewal, you will see several attempts of calls to the 800 number and the 561 number and chat online. Every call asked for the last four digits of my credit card number on file. When I couldn't produce the number, it said goodbye, Im sure now that I prepaid for another year, two months early, I can call customer support because they have my new credit card number. I suggest you start looking into your automated system, if the calls are recorded, you will see that I got hung up on after not producing the last four digits of my credit card number. Perhaps that is the problem. Once again I wish it would give you another option instead fo the credit card number and not just hang up on you.   Thank You
  

  
  

  Business response

  10/25/2024

  In reviewing *** ******* complaint details, we have sent a follow up email to *** ******,stating that as she mentioned that she contacted magicJack on 09/28/2024, we just wanted to confirm from which phone number she has contacted the magicJack customer support. If she dialed from the ********************** device, her call logs will show us the phone number, but we do not see our magicJack phone number in the call logs. Hence, if she has dialed from a cell phone or a landline phone, we have asked her to provide us with the number from her call logs on the day(s)she said she called magicJack or chat online along with the phone number from which she has dialed. We informed her that these details, would help us in investigating the issue related to credit card number being asked when she called our customer 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 response

  10/26/2024

  I couldn't contact ** with my ** number because it said inactive when I tried to dial. I called from my cell# which is **********.The numbers I dialed and dates are as follow: I called ************* on 9/28, ************ on the 28th as well as the chat button on the ** website also on the 28th.

  Thank You.

  Customer response

  10/28/2024

  Date Sent: 10/26/2024 5:59:45 PM
  

  I couldn't contact ** with my ** number because it said inactive when I tried to dial. I called from my cell# which is **********.The numbers I dialed and dates are as follow: I called ************* on 9/28, ************ on the 28th as well as the chat button on the ** website also on the 28th.

  Thank You.

  Business response

  11/02/2024

  In reviewing *** ******* complaint details, we have sent a follow up email to *** ******,stating that based on the details she provided, we checked our call logs, and we see that she tried contacting magicJack on 09/28/2024 on both the phone numbers ************* and ************. However, all the calls shows as they are in pre queue state and not connected to any agent. We have informed her that our sales and billing teams are closed on the weekends, the only queue open was our tech support team. As she provided the call details, we have informed her that we will investigate the issue further to check why she has been asked to provide the card details. 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 response

  11/05/2024

  Thats all I ever wanted is to see why this happened. I couldnt get to Tech Support because it wouldnt let me past the credit card issue. I dont want this to happen every year I renew. After seeing that I couldnt get through to MJ as stated, It would be nice to offer some compansation after all the time Ive spent on this issue which was not my fault and forced me to renew early. Thank you for investigating this issue and I hope this wont happen to me again or anyone else.

  Customer response

  11/05/2024

  Date Sent: 11/5/2024 9:49:14 AM
  Thats all I ever wanted is to see why this happened. I couldnt get to Tech Support because it wouldnt let me past the credit card issue. I dont want this to happen every year I renew. After seeing that I couldnt get through to MJ as stated, It would be nice to offer some compansation after all the time Ive spent on this issue which was not my fault and forced me to renew early. Thank you for investigating this issue and I hope this wont happen to me again or anyone else.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today is 9/26 - I just figured out our home line wasnt working about 5 days ago. From what I have gathered is - my magicjack expired 8/24/2024. I had a lot going on in August but basically, I forgot to renew. I've had them for over 5 years....Since our internet is spotty (att issue) we figured, may as well just pull the magicjack and cancel the service and see if it helps with *************** the meantime, I'm thinking of attaching the phone number associated with magicjack- the one I've had for 24 years, to a spare cell phone, so I can keep the number/have land ******** I ask them how I can do this and turns out, I cannot have my number back if my acct is not "active" and to activate it, it's basically a years charge of $34. So they want me to pay $34. So I can cancel with them. I twice tried to negotiate help with this, asking them to perhaps prorate the charge to just cover the 3 weeks I've been unactive as I don't see why I should have to activate the account just to cancel and close it and get them to release my number back to me!I know it's asking a lot but I'd like them to work with me, a longtime customer, rather than against me. It's just making me NOT want to use them ever again, Or reccomend them, all over this silly requirement.

  Business response

  09/30/2024

  We received the above-referenced complaint Ms. ******* issued to you because of her experience with magicJack. In this complaint, she wants magicJack to allow her to port out her phone number.
  
  Based on Ms. ******** account review, we see that Ms. ******* contacted magicJack on 09/20/2024 asking about porting out her phone number and cancelling the account with **********************. Our support representative informed Ms. ******* that the device subscription should be active in order to port out the phone number. As the subscription expired on 08/16/2024, our support representative advised her to renew the subscription and then to port out the phone number.
  
  In receipt of the BBB complaint, we have reactivated the device subscription for 1-month so that she can port out the phone number. We have sent a follow up email to her explaining that we have reactivated the device subscription,and it is valid till 10/26/2024. We have also explained to her that the Port-out requests will be initiated by the new service provider, who coordinates the transfer. magicJack requires 4 specific pieces of information to validate a port request: phone number, account number, zip code, and account passcode/password. acct PIN/Passcode: The PIN is the same thing as the password that she uses to log in to her magicJack account online at ************************************ she does not recall the password, advised her to visit ********************************* and click on Forgot Password then follow the prompts to reset it. We recommend her to contact her new carrier, provide them with her magicJack account information above, and ask them to submit a port out request for the telephone number. We have also informed her that as long as the information on the port out request that we receive from her new carrier matches the magicJack account Information, her telephone number will be released to the new carrier. Her new carrier will then need to take the number and activate it on their end, in order to complete the port. For any additional help, she can reply to our email or email us, including the BBB complaint ID number in the subject line, at *******************************************

• Initial Complaint

  09/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  the company does not allow me to discontinue their service and keeps invoicing me for a service i have repeatedly asked to stop

  Business response

  10/03/2024

  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 cancel his magicJack account and issue a refund.
  
  Based on *********** account review, Mr. ******* has a device subscription named POTASSIUM. Upon checking, the subscription got renewed automatically on 09/25/2024 as the Auto renew option was on. 30 days and 7 days renewal reminder emails were sent to Mr. ******* before the subscription got renewed. As there is no response to the emails, the subscription got renewed automatically. Based on the contact history, we do not see any contacts from Mr. ******* either through call or an email.
  
  In receipt of the BBB complaint, we have completely deactivated his magicJack account, issued a refund of $50.15 on 09/27/2024 and sent a follow up email informing him of the same. Advised him to allow 3-5 business days for the refund to reflect on his account. The credit may not show up on his physical printed statement from his bank for up to two billing cycles. For any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line, at *******************************************

  Customer response

  10/03/2024

   
  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

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MagicJack wont let me cancel my account.Even after 10 attempts they still wont cancel my account.I havent used their services for 2 years.I have been requesting cancellation since May 2024 I have sent numerous emails, and spoken with the billing department several times about ******* July i had a long conversation with the billing department and they said they are escalating their efforts to cancel my account.But they didn't tell me they can't cancel my account because a restriction was put on my account and i need to pay $25 to lift the restriction if i want to cancel my ********** seems their business model is to continue charging customers not using their service.And it's much like an online Adventure game requiring hours and hours of effort to find the holy grail (cancel the account). Thanks for any help on this.******* ****

  Business response

  09/17/2024

  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 cancel his magicJack account along with the associated phone number.
  
  Based on Mr. ***** account review, we see that the device subscription got automatically renewed on 05/24/2024 as the Auto renew option was on. Mr. **** submitted a billing *** on the same day 05/24/2024 asking to cancel the account and Mr. **** turned off the Auto renew option on the same day. As the account is verified, our support representative explained the subscription details and advised him to use the subscription till expiry that is 05/24/2025. Also explained that the remaining balances will not be refunded as this is in line with our magicJack subscriber agreement, section 13 available at *****************************************************************. If Mr. **** wants to cancel the account immediately, advised to call our billing team.
  
  Mr. **** filed a dispute with his bank on 05/28/2024 and contacted again asking to cancel the account. As there is a dispute, our support representative has escalated this to a higher level for review. As there was not an outcome yet of the dispute, we have informed Mr. **** that we received a dispute from his bank, and it will take 45/75 for us to receive the outcome and his magicJack account is restricted from processing any account related actions. Hence, we advised ******* to wait for the outcome and advised him to contact us after 08/30/2024 to cancel the account.
  
  Mr. **** then called us on 09/12/2024, stating that he has been trying to cancel the account since May. Our representative informed Mr. **** that we had sent an email in the month of July regarding this, but Mr. **** said he did not receive any email. Mr. **** then asked why the account is restricted, our support representative explained that there is a dispute and will escalate this to a higher level to cancel the account and advised him to wait for 3-5 business days. 
  
  While the issue is being reviewed, Mr. **** contacted BBB. In receipt of the BBB complaint, we have completely deactivated his magicJack account. As his phone number is a ported in phone number, he will be sent another email from our porting department to confirm phone number deactivation. We advise Mr. **** to reply to that in order for us to complete the phone number deactivation. For any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.
  
  We apologize for the inconvenience caused and for the difficulties Mr. **** faced.
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the ******** service in 2021. The Android phone that I used to sign up has been lost for many months. I discovered that I was still being billed. I was able to locate my account and sign in. There was no cancellation option whatsoever on the site, and the instructions for cancellation only dealt with using the app. I installed the app on another phone, and was able to sign in. However, when I tried to change subscription the app said that I had to sign in with the "original account", whatever that means. I called MagicJack phone number and was told that they are not able to discontinue subscriptions if the device that was used for the subscription could not be located. The customer service representative said that they do not bill me, ****** does, and that they could not cancel the subscription. This is despite the fact that I was able to provide them with the account number and all of my contact information. I am not requesting a refund of any amount. I would just like to have my service cancelled immediately, as at this point they are providing the service and billing me without my consent.

  Business response

  09/12/2024

  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 cancel his paid App subscription.
  
  Based on Mr.Friedmans account review, Mr. ******** has only paidApp subscription and it expired on 09/04/2024.  Mr. ******** called magicJack on 09/03/2024 asking to cancel the subscription as he no longer has the phone where the app is installed. Our support representative verified the account and informed *********** to contact ****** as the subscription purchased through the play store. As Mr. ******** threatened to report the company as fraud and threatened to contact the Attorney General, our support representative escalated the issue to a higher level for review.
  
  While the issue is being reviewed, Mr. ******** contacted BBB. In receipt of the BBB complaint, we have sent a follow up email informing him that he has magicJack paidApp subscription and it expired on 09/04/2024. As per the complaint details, it seems like he is checking the cancellation option by logging into the magicJack account online. As he is using a magicJack paidApp subscription which will be renewed only through the ****** play store, we have informed him that he will not be able to cancel the subscription through the magicJack online account. Hence, provided the steps to cancel the subscription on the ****** Play app which are available at ******************************************************************. If he is still unable to cancel the subscription through the provided steps, we asked him to reply to our email. However,we haven't received any response to date. As Mr. ******** said that he lost the old phone, will have checked the possibility of deactivating the subscription from backend and we were able deactivate the subscription so that no one can misuse his subscription. Regarding any payment/refund, as the payment is made via your ****** store account, we recommend him to reach ******. For any additional help, he can reply to our email or email us, including the BBB complaint ID number in the subject line, at ********************************************************************.
  
  We apologize for the inconvenience caused and for the difficulties Mr. ******** faced.

*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. ↩