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Magic Jack

Dispute Resolution Center

Box 6846

West Palm Beach,

FL 33405

Dear Corporate Representative,

I am sending you this letter in regards to my enclesed request. I have exhausted all other avenues attempting to work with your company.

Enclosed you will find the 4 attemps to resolve the problem with your chat line system.

I lost my time, you lost your time and you also lost money because I can't use my device anymore.

I consider dealing with your organisation more complicated than dealing with any government agencies.

Makes me sad. Makes me regret my purchase.

Enclosed a copy of all chats I had with your organisation.

Gilles Frenette

MJ phone number :

Please wait for a site operator to respond.

You are now chatting with 'Larry'

Your Issue ID for this chat is LTK554052****36X

Larry: Hello, how may I help you?

Gilles Frenette: Yes, I have a message on my mj when I call mentionning that my fees aren't paid. I did pay them on Sunday and again yesterday (thought the payement didn't went through...). Can you check ?

Larry: Please wait while I check that for you

Gilles Frenette: thanks Larry

Larry: Thank you for patiently waiting.

Larry: It appears here, your account is under review right now. Someone will get back to you as soon as they finished reviewing it. Unfortunately, we don't have any time frame and further details about this matter. Rest assured this will be marked priority on their end for you. Please check your email for any notification about this issue.

Larry: The order you have done last time did not go thru.

Gilles Frenette: Yes I ordered a MJ + and never received it. What I am talking now is the annual fees that I paid on invoice TS 1793**** & TS1793****

Larry: Both order did not go thru due to account under review.

Larry: Let me assure that this will be marked as HIGH PRIORITY here in our end. I humbly ask for your patience and understanding with regards to this. Looking forward to resolve it as soonest time as possible. Thank you.

Gilles Frenette: Ok thanks

Larry: Is there anything else I may help you with today?

Gilles Frenette: No I only wanted to make sure that paiement woudn't not be take twice...

Larry: It is my pleasure on assisting you, have a good one!

Larry: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the word "CLOSE" button on the top right of this screen and the survey will appear. Thanks again!

Please wait for a site operator to respond.

You are now chatting with 'Ramona'

Your Issue ID for this chat is LTK554058****38X

Ramona: Hello, how may I help you?

Gilles: I have an issue about my subcription renewal. I already got a chat with Larry. Still not able to solve the problem. It may have to do with the fact that I ordered a Magic Jack + that I have never received. MJ told me to cancel my payment through visa. Now I have this annoying message from MJ everytime I place a call.

Ramona: Please hold while I am reviewing your previous chats so that I can assist you better. Thank you.

Ramona: Thank you for patiently waiting and allowing me to review previous transcript and check your magicJack account status. I appreciate your patience.

Ramona: I apologize for the inconvenience that is causing you right now, however as I have checked here in our end, your concern has already been forwarded to our management and they are currently working on it.

Gilles: When can I expect this to be solve. It has been going on for a while. It is so annoying that we have recently stop using MJ. If we are not consider a good customer, we may stop that relationship now...?

Ramona: Unfortunately, we don't have any time frame and further details about this matter as to how long it would take our higher department to finish the review but I can assure you that they will look into this as soon as the report is read. You will receive an email feedback regarding the issue once they are done reviewing it.

Gilles: I dont like this...

Ramona: We are aware of your concern and how important it is. Do not worry, your concern is being looked into while on chat. I have reported your issue again.

Gilles: I feel powerless and neglected.

Ramona: I understand that this has take too long to be resolved but please do bear with me. Our management just want to make sure that one of our valued customers like you will no longer experience this kind of problem in the near future and to provide you better magicJack service.

Ramona: I would love to give you the exact reason to why your account is under review by our administrators, however it was not specifically indicated on your account.

Gilles: I know why this thing is happening. But,it is not my fault if the delivery service between US and Canada is loosy.

Gilles: Thanks anyway, I don't believe we are going anywhere with this. I am disapointed...I spending lots of time on this.

Ramona: Rest assured, they are working to resolve this matter as soon as possible.

Gilles: ok

Ramona: I understand how frustrated you are. I apologize for the inconvenience that you have encountered.

Ramona: You are most welcome.

Ramona: Is there anything else I may help you with today?

Gilles: no it ok

Ramona: Thank you for stopping by to chat, I hope I did a good job at addressing your concerns. Please take a second to answer a one question survey about the service I provided. Please click the "close" button on the top right of this screen and the survey will appear. Thanks again!

I have contacted MJ three times for the same problem:

Larry: LTK554052****36X

Ramona: LTK554058****38X

Tara: LTK554065****63X

I have tried many times to pay my yearly fees for the device and phone number :

TS 1793****

TS 1793****

TS 1811****

None of these invoices went through.

Apparently my account is under review by MJ management.

I must admit that from my end this thing has been going on for too long now (more than a month). I can't use my device anymoreโ€ฆ.

If we can't solve this thing together now, I will remove my device on the week end, once for all. MJ is not the only solution anymoreโ€ฆ

I also want to make sure (If we can agree now together on something) that only one of the three above invoices will be taken from my VISA account. They are all for the same purpose. (I just didn't know what was going on, so, I paid them 3 times rather than onceโ€ฆ).

LTK554065****63X

Tara: Hello, how may I help you?

Gilles: yes,

Gilles: I have contacted MJ twice for the same problem: Larry: LTK554052****36X Ramona: LTK554058****38X I have tried many times to pay my yearly fees for the device and phone number : TS 1793**** TS 1793**** TS 1811**** None of these invoices went through. Apparently my account is under review by MJ management. I must admit that from my end this thing has been going on for too long now (more than a month). I can't use my device anymoreโ€ฆ.If we can't solve this thing together now, I will remove my device on the week end, once for all. MJ is not the only solution anymoreโ€ฆI also want to make sure (If we can agree now together on something) that only one of the three above invoices will be taken from my VISA account. They are all for the same purpose. (I just didn't know what was going on, so, I paid them 3 times rather than onceโ€ฆ).

Tara: Please wait while I check that for you

Tara: Thank you for waiting

Tara: As of the moment your device is currently expired and you have to renew it to continue the service. However, your account is under review as of the moment. While it is under review you cannot make any purchase from your account.Need not to worry for I make a report here from our end that you wish to renew your account, I will also include your contact email address so that the concerned department can get back to you for resolution and updates.

Tara: I have not heard from you in a while. Do you wish to continue this chat session?

Gilles: tara, sorry for being so long to answer. I was on a call. I have been having the same answer for a month...Can I talk to someone in the magagement team ?

Tara: Not a problem, I understand Gilles but as of the moment there's nothing we can do regarding this. And also we can only assist you thru chat

Gilles: I don't want this situation last for another day. You must do something now...

Tara: As much as I would like to assist you but we need to wait for the email from the concerned department regarding this issue

Gilles: I have been waiting for over a month...what is the issue. Why it takes so much time ?

Tara: We don't have the specific details for we only have limited access to your account

Gilles: Please find someone, we need to settle this now.

Tara: I believe that I have already provided you all the information needed; I would like to ask permission to end this conversation with you. Thank you.

Please wait for a site operator to respond.

You are now chatting with 'Reed'

Your Issue ID for this chat is LTK554065****66X

Reed: Hello, how may I help you?

Gilles: I have contacted MJ three times for the same problem: Larry: LTK554052****36X Ramona: LTK554058****38X Tara: LTK554065****63X I have tried many times to pay my yearly fees for the device and phone number : TS 1793**** TS 1793**** TS 1811**** None of these invoices went through. Apparently my account is under review by MJ management. I must admit that from my end this thing has been going on for too long now (more than a month). I can't use my device anymoreโ€ฆ.If we can't solve this thing together now, I will remove my device on the week end, once for all. MJ is not the only solution anymoreโ€ฆI also want to make sure (If we can agree now together on something) that only one of the three above invoices will be taken from my VISA account. They are all for the same purpose. (I just didn't know what was going on, so, I paid them 3 times rather than onceโ€ฆ).

Reed: Please wait while I read your message. One moment please.

Reed: Thank you for waiting. As I have checked here, you want to renew/reactivate your magicJack subscription.

Gilles: As simple as that...This has been going on for over a month and my device is not working anymore.

Reed: However, you were not able to do that since your magicJack account is still under review right now.

Gilles: right

Gilles: frustrating and with the strong feeling of being let down...

Reed: I do understand your concern, Gilles.

Gilles: it is my third chat session with no result for over a month now. If I am not a desired customer, tell me now. I will find another solution and dismantle my device.

Gilles: Everybody understands me but the same situation for over a month...

Reed: As I am seeing here, a report has been submitted to check on the issue that you have on your magicJack account.

Reed: I need you to extend your patience and wait for the email for the status of your magicJack account.

Gilles: If I can't settle this today, I will dismantle the unit and close the account.

Gilles: not possible...

Gilles: you need to contact a responsible person and make thing happens...

Reed: I will make a follow up report on this matter, Gilles.

Gilles: can you make thing happen now ?

Reed: May I know if this is the email address gilles@***.qc.ca for us to contact you best?

Gilles: yes

Reed: Alright, thank you for that.

Gilles: ?

Reed: I will be making a follow-up report on this matter after our conversation. Rest-assured that you will get fine results regarding this matter.

Reed: Please wait for someone that will contact you later for updates.

Gilles: Reed, I am sorry, I don't want to be rude. Today is the last day that I wait for a response. I will close the account tonight if I don't ear from you. I wish I could be as independant as you guys....

Reed: I do also understand you, Gilles. And I appreciate your understanding on this matter.

Reed: Please do wait for someone that will contact you later for an update of your magicJack account.

Gilles: Please take the time to read the previous chat:Larry: LTK554052****36X Ramona: LTK554058****38X Tara: LTK554065****63X You might understand what I have been going through...

Reed: I'm sorry for the delay. I'll be right with you.

Reed: Yes, I have read your previous chats from our end Sir and I understand your frustration right now. Our engineers are actually working on your issue currently.

Gilles: Can I expect an answer today ? we are not dealing with an engineering problem. It is an account problem.

Reed: You may check on your email for an update later.

Gilles: does this means a yes ?

Reed: Unfortunately, we don't have any time frame for this. However I am advising you to check on your email later or from time to time for an update.

Gilles: I have the strong feeling that you are trying to get rid of me. Like the others before...

Gilles: Now I guess you will end this and leave it to someone else?

Reed: No, I am not Gilles.

Reed: I am helping you here.

Gilles: Ok anyway. I don't know why I am insisting. Today is the final day. My device will be taken off tonight if the account is not settle thanks anyway.

Reed: You're most welcome.

Reed: Is there anything else I may help you with today?

Gilles: no thank you

Reed: Take care and have a nice day ahead.

Reed: I appreciate your patience.

Please wait for a site operator to respond.

You are now chatting with 'Celia'

Your Issue ID for this chat is LTK554068****23X

Celia: Hello, how may I help you?

Gilles: Yes, my MJ is still not activated. I account is blocked. Can I learn why. And will it be released?

Celia: Let me assist you with that.

Celia: Is this your magicJack Phone Number: (514) 400-**** ?

Gilles: yes

Celia: Thank you.

Celia: Upon checking it here from my end, it shows that your account is under review.

Celia: Is gilles@***.qc.ca the best email address to contact you?

Gilles: I know, it has been like that for many many weeks now. I can't use my MJ that I have been using for years. I just don't understand what is going on?????

Gilles: This is my fourth chat. No result yet.

Celia: As of now our higher department is still working on it,Gilles.This might take a bit long however rest assure that this will be rectified soon.

Gilles: your organisation has been giving me this response for weeks...I feel like dealing with the goverment. Is this a major issue for you guys to unblocked and account ?

Celia: I understand your frustration and I sincerely apologize for the inconvenience this has brought to you.,Gilles.

Gilles: nothing we can do again today ?

Location: Toronto, Ontario

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Guest

I am having the same problem with the review process. I have been under review for over 60 days.

I had recently upgraded from the old magic jack to the new PLUS, paid them $60 for this. I am going to follow the advice RCROYSDILL@***.COM gave. MagicJack is highly incompetent. The customer support is a disaster.

The reps will give you the same answer over and over. I even called their billing department: 561-594-****, but the woman would not even help me. When I insisted that she transfer me to the "higher department," they so much talk about, she said there was no way to do so. I then said that I did not believe a company could not contact other departments directly.

All this time, I never yelled or offended the woman, but only showed my disapproval for the answers I was getting. The woman repeated the same thing and hung up on me, saying: "once again, I have forwarded your concern to a higher department, goodbye." I think the higher department must be the MJ CEO, or a person in the remote island of Maui. The man/woman must have thousands of angry emails he/she is trying to sort through. P.S.

I have several magic jacks, and this is the only one I am having trouble with. I have them all under separate email accounts.

Guest

i WAS UNDER REVIEW AND A YEAR LTER STILL AREE THE SOLUTION TO YOUR PROBLEM IS RESOLVVEED AS FOLLOWS YOU GO TO A RETAILLER AND BUY A NEW MAQGIC JACK THE SAME KIND AS THE ONE UNDER REVIEW AND REMOVE THE NEW ONE AND REGISTER THE NEW ONE WITH ANTHER EMAIL AND YOU PUT YOUR OLD ONE IN THE RETAILERS BOX AND THEY RETURN YOUR MONEY AND YOU GOT A FREE MAGIC WITH A FREE YEAR i HAD THE SAME FRUSTRATIN ACCOUNY UNDER REVIEW I HAVE A FREE YEAR SERVICE AND PUT MY MAGIC JACK UNDER REVIEW IN THE BOX AND GOT MY MONEY BACK AND THEY SEND THEM BACK TO MAGIC AS DEFECRTIVE. A YEAR LATER WENT TO PAY ANOTHER YEAR AND MY CARD WAS REJECTED SO I will be getting a new nube4r and a year subscription for free apArt my tiME AND GAS AND YOU WILL HELP YOU RESLVE YOUR PROBLEM IT WORKS AND i SENT BACK THE MAGIC JACK ACCOUNT UNER REVIEW FOR A NJEW ONE AND THEY REUNDED MY MONEY JUST SAID DID NOT LIKE HOW IT WORKED AND THEY GAVE ME A FULL CREDIT AND SENT BACK THE BMAGIC JACK UNDER REVIEW

Stan Ctx

To make a long story short, I have the same thing here, ! Get this: I got aq refund from them on one account because they could not service my area, I was paid up form 5 years.

They still show me paid up until 2014, and I can't get them to wipe the slate clean. I don't even have the magic jack anymore, I sent it back to them, but they say my account can not be closed until 2014! My story goes on and on, but you guys get the drift! I will look into nettalkduo.

Ny wife tried to update to magic plus, and that didn't work either, the same story: under review.

Got the run around. Account expires in Oct, so no sense trying, just let it mgo

Guest

I had same exact problem. I have 4 MJ that that i cant even use as a paper weight. Ive been with MJ for 5 years and i bought my mom my brother and my mother in law. But since my account is under review for a year now. I cant use the devices!!

So when that happened last year, i switch to NETTALKDOU. So far im happy. They have a better voice quality and they have toll free # for customer support who cares. Screw MJ and MJ+. They are incompetent and a crook. They dont care about customer satisfaction! They already made money and cut off a lot of customer out as they wish for no reason. SCREW MAGICJACK!

You can also download a free nettalk app to your iphone and make call for free. Not so perfect but its there. Nettalkduo is great though.

Guest

As I read through your chat logs, I relate back to my own experiences with MagicJack chat support. Thank you; you have confirmed that I am not the only one that has his account under the infinite review process.

I specifically asked the chat people if I was the only one that had these problems, and they always dodged the questions. I still don't know exactly why my account went under review.

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