We have recently been receiving complaints from Magic Jack users that Magic Jack “accidentally” charges credit cards and then claims ignorance. Contacting customer support will generate blank stares and no record of such charges.
We have selected two recent customer comments. You decide what’s going on here.
Reader Ann Marie writes:
BEWARE OF CREDIT CARD PAYMENT. I wanted to renew my subscription [with Magic Jack] and after using my credit card, the system said ‘invalid’ however my bank said the charge was made. After speaking with Magic Jack help desk “Nigel” told me to do the transaction again. I warned him that I already used the card and it was charged, but did it again and same problem, and my card was charged again. Then the chat session just ended and I cannot get on to the help desk. The bank said another charge was made on [my credit card], and can only be refunded if Magic Jack emails a confirmation.
John writes with additional details:
I am a Canadian, living in London, Ontario. I recently purchased the Magic Jack. I had no problems installing, nor have I any complaints about call quality. I have a NYC phone number. One thing that is not mentioned, or at least not where I have seen it… Canadians using an American number cannot call Canadian toll-free numbers.
My problems started when I tried to purchase a Canadian number, using my prepaid Visa card. I went through mymajicjack, using their online system to order.
I have been charged twice for the Canadian number… leaving me with a 32 cent balance, and still no Canadian number… and yes, it is $4.95 plus $10.00 for the Canadian number.
Upon contacting customer service (their joke of customer service, online support), I was told that they had no record of these transactions. (Never mind that I can provide their company information showing to whom the payment was made). I was told that I would be emailed by customer service… I obviously have not been. I was assured that their engineers are working hard on it (seems like a recurring theme…)
I was also told that since there was no record of an order, these pre-authorized amounts (as I was told) would be removed… and check back with them 3-5 days after receiving my statement… so it seems that I have to wait for up to a month to see what happens.
It seems that an honest company would be a little more proactive about customer service, and follow through on promises made.
I am quite seriously considering contacting the American IRS… it seems that the majic jack company charges quite a few credit cards without providing the service being paid for… I guess we’ll see what happens…
There you have it. Does that sound like a company you would like to deal with?