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 for no reason and without warning, after my paying for their product and using it for a few months decided to arbitrarily to “review my account.” 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 (been three weeks as of this letter).

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.

On August 12, 2010, I called the billing department 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 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. Isn’t 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 that’s impossible to happen.” Of course during the “Trial Period” my Magic Jack worked great.

So here I am with still no service from my Magic Jack. 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 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.

Actual Live Chat available upon request.

MBB