On Sept. 13th and 14th, I had the displeasure of having to chat with a "live agent" regarding my MagicJack malfunctioning and causing issues with my internet service. I renewed my service on the 13th with MagicJack via a customer service lanline number, used solely for that purpose, and then contacted my internet provider, assuming the issue was on their end.
Upon completion of speaking with my internet provider's agent, and going through a series of tests, my internet service was again restored to High Speed and was working perfectly.
After receiving a call, I noticed that my MagicJack was STILL causing my call conversations to break up and dropping my call. I went to their website and noticed my internet was again running very slow and was slow to connect to ANY website.
Upon connection with MagicJack's "live chat agent", we went through a series of tests and "fixed" what appeared to be wrong, after she transferred my chat to someone named Ken. Ken asked the same questions as the prior agent and later asked me to go to a webite to test my internet speed.
Upon completion of that, I informed Ken of my upload and download speed, which he advised me was adequate for my MagicJack to work properly. He then asked that I make a test call, which I did, and still the conversation was breaking up, but since it was more "tolerable" I advised him that I would settle for that. Ken then told me to click on a link he posted to receive a reward. I did...
I tried going back on-line and still had slow issues. I immediately decided to return to the MagicJack website. I asked for a superviser, instead the "live chat agent" asked me the same series of questions as the prior agents. I informed her that I was contacting them regarding what was happening to my internet, not the call audio quality and she transferred me to someone named Roxy.
Roxy asked me a few questions and then asked if my phone was near my computer. I advised her that it was. She asked me to move it away from the computer, as this would cause the issues I was experiencing. I advised her that my cord may be too short and she asked if it was 3-5 feet long.
I informed her that it was 3 feet at the most. She stated that was fine and I relocated my cordless phone to a nearby windowsill. She asked that I make a test call yet again and I did so. There was still some slight interference and I advised her of that, but I was willing to settle for that. I asked her again about my internet and with no response to that, she offered me the reward link. I advised her that I would be contacting my internet provider again and if I was still having trouble, I would be contacting MagicJack again.
Roxy informed me that she was going to post a link for me to get my "reward". I clicked on the link and things appeared to be moving smoothly...I was pleased...temporarily. When I reached the "reward" site, I found it was an offer to renew my service at a $5.00 discount. I had to go BACK to the MagicJack chat!
I spoke to someone named Michele, who started out asking me the same scripted questions. I informed Michele that I was not calling regarding the technical issues I was experiencing, but concerning the "reward". I advised her that I had already paid my renewal, at the price of $31.95 plus a $1.00 fee that I was NEVER informed would be charged. I did not even get a confirmation to say the payment was made.
Michele then advised me that if I went back to the reward site and paid the reduced renewal payment, MagicJack would then issue a refund for my previous payment of $31.95. I was LIVID by this time and had to repeat to her what she stated to me and asked her if they seriously wanted ME to make ANOTHER payment for a REWARD and WAIT for a refund.
I had to laugh to keep from losing it. I asked her how long before my refund would be issued, and she stated 2-3 business days. I informed her of how unbelievable this was and stated...ok, I'll do it. She then transferred me to Rosey. Rosey seemed to not fully comprehend my previous noted chats and after asking me to hold, came back and advised me that I could NOT be refunded the initial payment but that they could refund me the 2nd payment of $26.15. I informed her that I was just informed by her previous agent that I WOULD be refunded the initial payment.
Roxy then stated that she was forwarding my request to some department to get their approval. By this time I am really ready to lose it, but I maintained my composure. I asked how long will it take for my refund, after she told me she was finally going to refund my initial payment.
I asked her how long it would take. She stated 3-5 business days. I then requested to speak to a superviser and a live person and she stated, "I am the superviser and we would love to let you speak with a live person, but are unable to. I told her I would google for the billing number, and she disconnected the chat!
I had to have spent at least 4-5 hours on chat with MagicJack. I have MS and my fingers are already numb, so this was not an easy feat. As a matter of fact, I informed them at least twice that I was tired from typing so long. By this time it was after 9PM and the billing dept was closed! I would advise anyone considering to but this MagicJack service to think twice.
I was on the computer so long that I cannot remember all the names of the chat agents I chatted with, nor in which order, but everything I am stating is true. After my chat with Roxy, I checked my e-mail and found a confirmation number for the 2nd payment (the chat rep had to give me my first confirmation number via our chat) and an e-mail stating that MagicJack does NOT accept debit card payments, only credit card payments.
The e-mail also stated that if a debit card was used, they would process it for payment on the same day and the services may not be processed! I contacted direct express, who handles my SSDI payments and made them aware of the situation. It is my intent to discontinue this service and request a FULL refund.