- Report: #1145198
Report - Rebuttal - Arbitrate
Complaint Review: MajicJack
MajicJackPO BOX 6785 West Palm Beach, Florida USA
MajicJack YMAX Communications Corp. (YMAX) MajicJack charging for what was to be Free calls - dishonest West Palm Beach Florida
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Originally listed services with MagicJack say all calls in US and Canada are free. Terms of Service state that they may need to charge for certail calls to conference lines, platfors and non-ILEC area calls. This was not clear in the claim that all US and Canada calls are free as ALL Alaska numbers will require a payment prepaid to place the call. Here is the transcript of my chat session. You can only contact them through chat. I feel it is dishonest. The supervisor agent abruptly ended the chat before I was done asking questions and clarification.
Please wait for a site operator to respond.
You are now chatting with 'Lishir'
Your Issue ID for this chat is LTK**************
Lishir: Hello, how may I help you?
Lishir: May I know the exact nature of your problem with full details please?
Customer: I was in a chat earlier about charges for calling to Alaska phone numbers. I was sent the TOS of which I read. My question is why is there a charge for every Alaska number. They are not all conference or platform or non ILEC numbers
Lishir: Thank you for addressing your concern. Glad to assist you with that.
Lishir: Is this your magicJack phone number **********?
Customer: I am new to the MJ family and this concerns me. Yes, that is my number
Lishir: Thank you.
Let me explain, magicJack can call for FREE within the United States and Canada. 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.
Customer: Yes, got that last time. Alaska IS in the USA and right next to Canada. No special lines so why the charge?
Lishir: One moment please...
Customer: I fear this will continue to spread to other areas and then it is no longer free to call USA and Canada as advertised. I paid for 5 years of service
Lishir: One moment please...
Customer: The claims don't say free to US and Canada except Alaska!
Lishir: One moment please...
Customer: I incur no extra charges from my cell phone carrier when calling Alaska so why do you charge?
Lishir: Could you please hold.
Lishir: Thank you for waiting.
I know that you expected that calling to US and Canada is for free but there are some circumstances that the carrier of the phone number needs a payment for the call to go through.
Customer: That is not the case here. Explain further
Lishir: We are already aware of that and we have lots of customer that are complaining that they need to purchase prepaid minutes to call Alaska.
Lishir: Would you like me to transfer you to our senior agent?
Customer: Will they say anything different?
Lishir: Yes, they explain it to you.
Lishir: One moment please...
Lishir: Please hold, I am transferring you to a senior agent.
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with 'Jessamae'
Your Issue ID for this chat is LTK111530117247354X
Jessamae: I am Jessamae, One of the Supervisors. Hold on as I check your previous transcript/s.
Jessamae: What you are experiencing is normal you are calling a Non-ILEC number *(non- incumbent local exchange carrier (ILEC), is a local telephone company in the United States that was in existence at the time of the breakup of AT&T into the Regional Bell Operating Companies (RBOCs), also known as the "Baby Bells.")
Jessamae: In the Terms of Service: magicjack.com/tos
Jessamae: Agreement Number 4. What Is Free and What is Not:
Jessamae: "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." magicJack completes calls to conference lines, platforms and certain non-ILEC area calls in conjunction with large phone carriers and these calls require a prepaid purchase. Please know that these rates are at a substantial discount to Verizon rates and the other largest carriers and are the wholesale rates of the largest carrier.
Customer: This does not apply here. That breakup was many years ago. My Verizon carrier does not charge anything more for these calls as your message above references. So your rates are substantially HIGHER.
Customer: So if you know you are going to charge for ALL Alaska calls, why is not stated that calls are free within the US and Canada except Alaska?
Customer: I would like you to make my calls to Alaska included in my plan, no charges
Jessamae: as mentioned
Jessamae: 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.
Jessamae: 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.
Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: magicJack.com/techchat
This report was posted on Ripoff Report on 05/08/2014 06:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/MajicJack/West-Palm-Beach-Florida-33405/MajicJack-YMAX-Communications-Corp-YMAX-MajicJack-charging-for-what-was-to-be-Free-cal-1145198. 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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