• Report: #980368

Complaint Review: MagicJack.com

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  • Submitted: Mon, December 10, 2012
  • Updated: Mon, December 10, 2012

  • Reported By: Catherine — Fresno California United States of America
MagicJack.com
5700 Georgia Avenue West Palm Beach, Florida United States of America

MagicJack.com charging extra for calls that used to be free! West Palm Beach, Florida

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I tried to call my sister today who is in oaklahoma (I'm in california), & who I've called before from my magicjack phone in the past with no problems.  Today the call would not go through, & I get a message from magicjack telling me I must prepay to make call.  I went to magicjack website, & as they have no phone number listed anywhere, I decided to try their live chat.  What follows is our chat session:

Please wait for a site operator to respond.
You are now chatting with 'Cherry'
Your Issue ID for this chat is LTK554087032203X
Cherry: Hello, how may I help you?
Catherine Gall: hi. I'm trying to call my sister in Oaklahoma from my magicjack phone, & I've called her before, but now I'm getting a message about doing a confrence call & adding money to a prepaid account.

Cherry: magicJack can call for FREE within the United States and Canada (local and long distance calls). However, since you've been prompted to purchase pre-paid minutes, the purchase will be necessary to complete the call. In some circumstances, we may require prepaid purchase 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.
Catherine Gall: I don't know what all that means. I only know that I have called her before with no problem, so why do I have to pay to call her now?

Catherine Gall: are you still there?
Cherry: Yes.
Cherry: Since you've been prompted to purchase pre-paid minutes, the purchase will be necessary to complete the call.
Catherine Gall: Why, if I've called her before & not had to pay extra?
Cherry: Under magicJack TOS number 4: What is free and what is not.

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.

Catherine Gall: The phone number I'm trying to call is not a conference line, platform, or a certain non-ILEC area call. I checked & her area code 405 is on your list of allowable area codes.
Cherry: You can still make calls to US and Canada local and long distance number of free but not to a NON ILEC or conferencen lines.

Catherine Gall: My sister's phone is not a confrence line, it's a regular home phone which I've called before, & I'm gonna go out on a limb & say ( since I've called it from magic phone in past) that it is not a NON ILEC phone either, unless this factor can change for same phone number & carrier.
Cherry: Since you've been prompted to purchase pre-paid minutes, the purchase will be necessary to complete the call.
Catherine Gall: I want to know why I was able to call her in past, but not now?
Catherine Gall: What has changed that I can no longer call her? She has same phone number, same carrier, same everything.

Cherry: You need to have prepaid minutes in your account inorder to connect the call.
Catherine Gall: are you a person, or what? I'm asking you a question, & you keep not answering it.
Cherry: Yes.
Cherry: That's the only way to solve your issue.
Catherine Gall: Do you have a customer service number I can call since you seem to be unable to answer my question.
Cherry: We only offer chat support.

Cherry: That's the only way to solve your issue.
Catherine Gall: I want to know why I was allowed to call her before, but now I cant. & don't tell me I have to pay more to call her. You have already told me this. Please just tell me why I could and now I cant. what changed? Very simple question.
Catherine Gall: Also, can I have copy of this chat session emailed to me?
Cherry: Under magicJack TOS number 4: What is free and what is not.

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.

Catherine Gall: How can you want more money fromn me to make call to number I've called before & NOT been required to pay more monedy?
Cherry: I believe I have provided all the necessary information that you need. I will end this chat now. If you have any other concern, please don't hesitate to chat us back. 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
You are not currently in a chat session

They ended up hanging up on me before I was done.  Their Rep cherry lied & told me there was no phone number I could call to discuss this problem. 

Do NOT buy this product!  It starts out great, but they try to charge you more in the end, & their reps lie to you.


This report was posted on Ripoff Report on 12/10/2012 07:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/MagicJackcom/West-Palm-Beach-Florida-33405/MagicJackcom-charging-extra-for-calls-that-used-to-be-free-West-Palm-Beach-Florida-980368. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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