Complaint Review: Magic Jack - West Palm Beach, Florida 33405 Internet

I want to alert everyone that I can about my experience with Magic Jack so you can be spared the frustration that I have received.  The company, after my paying for their product and using it for a few months, decided arbitrarily to review my account, during which time my account could not be used. They did this without giving a warning or a reason.  I attempted to contact their customer service department and found out to my dismay that the only way to communicate with them was through Live Chat, for issues other than billing. I decided it was time to complain about the fact that I was unable to use my Magic Jack for one week.

 On August 8, 2010 I contacted the live chat the company provides. I was told of the Account Review.  I asked why my account was being reviewed.  The rep told me that he did not know the reason.  I asked when my service would be usable again. He told me that it would take three to four business days and sited the companys terms of service to me Section 13. Modication magicJack reserves the right to modify or discontinue the magicJack device and Software, temporarily or permanently, with or without notice to you.  We will not be liable to you or anyone else in the event that we exercise our right to modify or discontinue the magicJack or Software and/or YMAX service. BASICALLY this means that magicjack will take your money and can at anytime at their choice stop providing the service that you paid for without a reason or letting you know that they are doing it. What a SCAM!!

On August 12, 2010, I called the billing department (the only phone number the company makes available to their customers) to find out if there might be a problem or mix up with payment on my account.  I was told that there was no problem with my account from their department.  So I once again signed on to the live chat.  I chatted with a different rep who told me the same thing the previous rep did including that I needed to wait for the Higher Ups to contact me.  I was again told that I needed to wait and it would take three to four business days for them to complete the review and get back to me.

On August 20, 2010, I still had not heard from the Higher Ups as the reps refer to them.  This time I was not as patient as I had been in the past especially when I was told that once again you guessed it  I would have to wait three or four business days for the Higher Ups to get back to me.  This woman by the name of Sharon disconnected me from the chat (it was like being hung up on).  So I reconnected and complained about her rudeness.

On August 26th, I still have heard nothing back from the Higher Ups so I once again connected to the live chat.  I was told that the issue has been escalated and the right department is working on the issue.   Now I am being told that the Engineers are working on the problem and there have been many such issues they are working on.  Isnt it interesting that they now came up with a new excuse as to why they are not providing the service that I paid for.  My patients had run out so I requested a refund.  The rep told me that Refunds are only given if your device is under the trial period, if not thats impossible to happen. Of course during the Trial Period my Magic Jack worked great.

After almost two months of getting the run around and no service I complained to the Better Business Bureau.  Miraculously my service was reactivated within two business days with no explanation.

On April 19th, exactly one year after I purchased magicjack my service expired. I got in touch with customer service via their live chat to find out why my service had been expired without giving me two extra months due to the suspension. I was told that I would have to reactivate my service (paying for another year) before they would be able to try to help me.

So I personally would recommend that if you want inexpensive phone service try the 99 cent store which has a phone card that costs 99 cents for 99 minutes or Skipe or some other service.  True with the 99 cent phone card you need to dial a few extra digits but it will save you the time and aggravation that Magic Jack is waiting to give you.