I was a happy MagicJack user for a few years, evening buying several extras as gifts for friends. Magicjack promotes itself claiming that by purchasing their device and service you receive unlimited free calling within the Unites States. However, they are now charging for these same calls. By no longer offering the service which their customers paid for, they are committing fraud.
If you are considering getting MagicJack, don't! If you already have them, post an online review. If you can still charge it back with your bank, do.
Here was my interaction with them today:
Scarlet: Hello, how may I help you?
Me: Yes, I have had MagicJack for a few years and it has always worked properly. Now it is charging me to make calls. These are not international calls, but calls within the United States. My plan states that these calls should be free and always have been until today. Obviously, there is a mistake on MagicJack's end. When will this be fixed?
Scarlet: Let me help you with that.
Scarlet: May I have the first and last name of the account please?
Me: [My name]
Scarlet: Thanks. Is this your number, [My phone number]?
Me: yes
Scarlet: "You need to add prepaid minutes if you are calling a conference line, platforms or other non-ILEC areas"- is this the recording you've heard?
Me: The recording said that my call (which has always been free) will now be decucted from my pre-paid minutes. This is not ok.
Scarlet: Unfortunately, you will need a prepaid minutes if you hear that recording.
Scarlet: It is in our Terms of Service.
Scarlet: We may require prepaid purchase and/or we may charge you for calls to conference lines, platforms and certain non-ILEC area calls, or any call wherein we incur a cost from another carrier. We may provide for a fee, premium prepaid services, which may be powered by YMAX Communications Corp. (YMAX), and may include some inbound, international, conference, platform and outbound calls that receive a recording and certain calls to non-ILEC areas, and the rates for those services will be governed by listed price lists or tariffs.
Me: This is a local US call. It is to a landline in Pennsylvania and has always been free up to now.
Me: I have 2 magicjack plus which I haven't activated yet. If this is a new policy, MagicJack has really went against what was promised when I purchased and I would like to get a refund for those.
Scarlet: May I have your magicJack Sales Order Number for the magicJack PLUS?
Me: [My MagicJack Plus Order Numbers]
Scarlet: Thank you. Please wait, while I check it for you.
Scarlet: Order Number: [my order number]. Order Date: 06/02/2012 we cannot issue a refund for this order since it is past 30 days Free Trial Period.
Me: But the magicjacks were never activated and I ONLY bought it because MagicJack claimed "Free Local and Long Distance charges". This is apparently no longer true, therefore I would like a refund.
Scarlet: We can only issue a refund if it's within 30 Day Free Trial period.
Me: Wow, then MagicJack is no longer honoring their contract and policy. If this cannot be resolved, I will be forced to contact my bank regarding these fradulent charges, I paid for a service that is not being offered. This is fraud.
Scarlet: You are aware of the 30 Day Free Trial. We cannot issue a refund for the order you made.
Me: Magicjack is committing fraud.
Me: I am going to contact my bank immediately.
Me: I have already been using the main account, but I will charge back the other two lines which were never activated,
Scarlet: I believe that I have already provided you all the information needed and that we are keep on repeating the same process. I would like to ask permission to end this conversation with you. Thank you
Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat
** Not knowing that she immediately ended the session, I wrote the following reply:
Me: You do not have permission. This has not been resolved. Please give me a phone number to call and speak with someone live.
You are not currently in a chat session.
This company does not care about their customers and is now running on a rip-off model. I pre-paid five years each for unlimited calling for several phone lines. Several lines which will no longer be used because MagicJack is now charging for what they claim is free. This is fraud! Don't trust them. MagicJack is no longer the good company they once were. Do not believe any good reviews you may read; check the dates on them, they will be old.
