Magicjack Tried to rip me off til I threatened to expose them West Palm Beach Florida

I will copy and paste my online talk from hell I had with them.

Nightmare phone service customer service and screwups in billing must be reported from magicjack..

Chat InformationPlease wait for a site operator to respond. Chat InformationYou are now chatting with 'Regem'

Regem: Hello, how may I help you?

DS: yes when i joined last year i purchased a second year for $ 19.95, yet i get pop up reminders to add more time or my magicjack will be cancelled, whats up???

Regem: I do apologize for the inconvenience. I would gladly help you with that.

Regem: May I have your magicJack phone number please?

DS: i got out the statement from my bank concerning verification of that 19.95 charge.

DS: xxx 534 0192

Regem: Thank you.

Regem: One moment please...

DS: ok

Regem: May I have your full name, email address and sales order number please?

DS: why do i input the info before i come to you, if you ask again?

DS: sales # where?

Regem: I can check that out for you.

Regem: May I have your shipping address please?

Regem: Thank you. Regem: One moment please...

DS: ok Regem: Thank you for patiently waiting, I do apologize for the inconvenience. Regem: Service Began: 08/03/2007

Regem: License Expires: 08/03/2008

DS: ?

Regem: I would suggest if you want to continue the service of magicJack device. Please log in at my.magicjack.com for you to purchase an additional years of service.

DS: did you hear what i typed to you or not???

Regem: May I please know who placed this order last year?

DS: I did

Regem: Ok.

Regem: May I have your shipping or billing phone please?

DS: when i ordered the service at 1st, the purchase was billed to my debit card on 8/30/07 for a second year at $ 19.95

DS: whats billing #?

DS: i dont recall using any other # associated with magicjack

Regem: Ok. I see. Regem: One moment please...

DS: please makle it quick i have many things i need to do

DS: if you don't have record of this i suggest you contact my bank for verification of funds you took from my account

Regem: AIright. I'm sorry for the inconvenience, I would suggest to chat us back after an hour. We will still check this issue and it will take time to have the information because you made this order last year.

Regem: You can chat us back anytime. We handle technical support 24/7.

DS: this is starting to piss me off, i hope you dont try to rip me off for a charge that cleared my bank

Regem: I will personally escalate this issue to our billing department.

DS: listen this is taking too much of my time, you email me instead i will respond that way. i will give you the account # of my bank that you charged for the 2nd year of service.

DS: do you want it now?

Regem: Alright.

Regem: May I have your email address please?

Regem: Thank you.

Regem: Have you changed your email address after you made this order, ? DS: it states purchase magicjack 8/30 $ 19.95 4828630439707 561-5863380 FL 7015V2324XX DS: not to my knowledge, why? DS: last month i got voicemail msg there

Regem: It would be easier if I have the sales order number, please try to check it first at your email.

DS: where would it be?

Regem: Please try to check it at your email or at the magicJack package.

DS: where would i look?

Regem: Please try checking at this email

DS: im opening the email client, hold pls

Regem: Ok. DS: it doesn't go back that far, why dont you have this info?

Regem: We will still have to check your issue, D. I would suggest to chat us back after an hour. DS: no, you email me, this is turning into a nightmare, this exp with your company.

Regem: Ok. Regem: Please wait for the email within 24 hours. Regem: Is there anything else I may help you with today?

DS: if this isnt resolved today, i may have to contact the BBB for you ripping me off, i hope you don't force me to do that!

Regem: Ok. I'm sorry for the inconvenience, I understand why you feel that way.

DS: i dont think you do, i have proof of the charges yet you dont seem to have record of them.

DS: i think once this is resolved you should give some form of credit for my inconv, its upsetting when a bill has been paid and a company states there is no record of it "(

Regem: My apologies.

DS: i want something more than that i have been typing to you for 45 mins. and getting nowhere!

Regem: Thank you for your patience. I will transfer you to a higher level of support. Please hold while I transfer you.

DS: how long is this going to take?

Chat InformationPlease wait while I transfer the chat to the best suited site operator. Chat InformationYou are now chatting with 'Destiny' Destiny: Hi, It's Destiny. How are you?

DS: lousy

Destiny: I am very sorry to know that, D ,

Destiny: Would you mind giving me a moment to review your previous chat?

DS: your company is getting on my last nerve after almost 50 mins of getting nowhere with that person i just spoke to

Destiny: I highly apologize for the inconvenience. Do not worry I will do by best to help you solve this problem.

DS: i hope you issue me some form of credit for this minor problem turned major by your company's lack of keeping good records

Destiny: Thank you for holding.

Destiny: May I know when did you purchased your Magicjack? DS: originally? Destiny: Yes, D.

DS: end of july of 2007

Destiny: Okay. I see. DS: at which time i opted for a 2nd yr at $ 19.95, my credit/ debit card was billed in 2 seperate instances

Destiny: Okay. I see. I will search your order here in our end.

Destiny: May I know the last 4 digits of your credit card please? Just to for reference.

DS: let me get it out, hold a sec pls

DS: 7015

Destiny: Thank you for that innformation.

Destiny: May I ask if have you activated the promo code for your 2nd year plan before?

DS: promo code?

DS: i never got anything free, i purchased it

Destiny: Yes. You need to activate a promo code for the plan. May I know if have you checked your email address if your received any email with your promo code?

DS: i do not have email records that go back before sep 17, as i had a crash on my computer where i had to reinstall mail program etc

DS: do you show my debit card #??

Destiny: Okay. I see. Please hold for a moment. I will search your order here in our database.

DS: k Destiny: Thank you for holding. DS: k Destiny: May I know if have you received any renewal email form us? Kindly please check your email account

DS: when would i have gotten it?

DS: why would i get one when i purchased th 2nd yr already? let this nightmare end please!!

DS: nothing other than vm msg i got last month

Destiny: I just want to ask, if you receive one. If sales department send you one it means that they want you to activate that code in replace for the code you purchased year ago.

Destiny: Okay. I see. Destiny: Please hold for a moment.

DS: tell me how to end this problem now! D ****: i am getting a headache and need to take an aspirin

Destiny: Do not worry. I will do my best and find better solution for this problem.

DS: im very worried, and just took a pill.

Destiny: I am sorry for that, D. I do apologize for the inconvenience.

D ****: i know your not personally to blame however you should offer some credit if you want my biz for a 3rd year!

Destiny: Thank you for holding.

DS: k

Destiny: I do apologize for the inconvenience but do not worry I already informed the sales department on this issue. They will be contacting you in your email with regards to the code for your 2nd year service. Please do wait for the code after 24 hours and please add that code in this link: my.magicjack.com

Destiny: After you enter that code rest assured that your Magicjack will activate so that you can place and receive a call.

Destiny: Do not worry, once you enter that code your Magicjack will automatically activate.


Destiny: Sales department are already aware of this one.

DS: Destiny and what about a credit for this nightmare??

DS: i was hoping for a calm afternoon, but am completely stressed out over this issue, i did take 2 aspirin seriously!

Destiny: You pain $19.95 last year for this plan, right? But the only problem is that you did not activated the code for the 2nd year plan. That code the we will be sending to you is for free, .

DS: i dont recall what i did, other than giving my cc info, this is last yr

DS: it is not free, i paid for it. DS: i paid $ 39.95 & 19.95 last yr

DS: when will this end???

Destiny: Yes, you paid for it last year. The only information that we will send to your is the code for you to activate the 2nd year plan your purchased.

DS: you have not addressed any credit for this nightmare????????????????????????????

Destiny: I do apologize for the inconvenience, D do not worry I will inform the billing department on this issue. They will do appropriate actions on this. The important thing is they are already informed about this problem.

DS: if you refuse to do so, i will be registering a complaint with bbb and other sites informing people of your companies bad policies.

Destiny: I am here to note your concern. Billing department will process your billing issue and sales department will process the code for the activation of your Magicjack.

Destiny: I am here willing to assist you and answer all your concerns, D.

DS: i think you should give me a free year for this hassle, it is not my fault but your companies lack of record keeping.

DS: i want you to email me now with order # info, etc so i have record of this talk. also make sure i am able to get email from u.

Destiny: Sales department will send you an email, D. They are the one who have the right to send it. Do not worry they will address this concern properly. They will send you an email for your code within 24 hours. Destiny: I will also let them review this chat session we have.

DS: i feel like im begging for a credit, and any reputable company should do it automatically if they are in error, im still thinking of logging complaints against magicjack.


Destiny: I do understand what you feel and I want say sorry for the headaches you've experiencing. But I will do my best to update this problem to the billing and sales department.

DS: not good enough, a credit is mandatory or my complaints and your reputation at stake.

Destiny: Okay. Billing department will do the right thing for this. Do not worry also please check the email for further updates and informations for this problem. Would that be fine for you?

DS: i will log this entire conversation on online blogs and chat boards, please do not make me go that route!

DS: if this was resolved in 15 mins or less it would be one thing this is 1 1/2 hrs now, who in their right mind would take that type of time to deal with $ 19.95??

Destiny: Okay. As a operator and that I can do is to inform them and to assure and update that they will process this for you. Do not worry they will do correct actions for this. I have my limitations, but I will will do the best I can to update and and inform them. I cannot send any email but the billing and send department will send you one. All I am begging is few more hours (24 hours ) for you to receive the email from the mentioned department who have an access and all the records for your Magicjack.

DS: after taking 2 pills i am still trying to keep from getting enraged, but magicjack has totally pissed me off now, i didnt think that was possible as im normally very patient, but there are limits!!

DS: what is your personal email?

DS: i wont do this live chat thing again ever again!!

DS: you still haven't confirmed of your record of my credit card charges?

Destiny: I am very sorry but we are not allowed to give personal emails, D. Billing and sales department is authorized to send one. Destiny: In our end here you pain Magicjack cost $39.95 and a 2nd year plan cost $19.95 DS: huh?

DS: pain?

Destiny: I mean paid. I am very sorry for that.

DS: listen i need to go lay down, is this issue resolved?

Destiny: Yes, We are currently processing it. Do not worry. Please wait for the email for your code activation. DS: what is my order # for my records? Destiny: You order number will sent included in the email

DS: I need it now, in case i dont get it by email, don't you have it?????

Destiny: This is your account ID ( 2456 ) DS: how will that help me?

Destiny: That will help in searching your account here in our database.

Destiny: Billing department will include your order number to support the code.

DS: you have poor communication skills Destiny, i should not have to ask this stuff, you should tell me what to do with it, you make like i know what that means. this is why i hate assistor's they only do it because its part of their job, when a person helps they do it because they personally care about resolving a matter. understand?

Destiny: To tell you honestly. I have hard time searching order form last year (2007 orders) here in our database. That is why I need to ask help in our higher department because that department had ac access for all customers order account form last year. I already search your order using all the necessary informations you gave me but no luck. My last resort is to seek help for the sales and billing department because they can give you quick actions on this. Hope you understand,

DS: this is why i hate assistor's they only do it because its part of their job, when a person helps they do it because they personally care about resolving a matter. understand? Destiny: I do care for this problem you are experiencing because I want to solve any problems or complaints that I handled. that serves as my accomplishment. In other word helping other makes me happy. That is why I decided and I did the right thing on seeking solutions to the suited department.

DS: if this matter is not resolved, i will be taking steps i promised to, let me lay down now! i would scan a copy of my banking statement, but you refused to give me your email address!

DS: refusal = no help

DS: since one can not call a person with your co i am at a loss for words.

Destiny: Okay. I want to help but I can't because I did not find or search the correct informations you needed. I want to give appropriate solutions that is why I am asking help for the suited department. If I will just want to end this conversation and for you to be satisfied I already give false informations but I can't do it because all I want is to help even if I am just relaying informations. I know I did cannot personally solve the issue but as a messenger I can have give you even 1% of help.

DS: from the start they should of put me in contact with the person on the top to make the right decision not people low of the pole like the other person and you.

Destiny: I do understand your side, I do apologize for that.

DS: i have tried being polite over 30 mins ago about wanting to lay down, and feel like you have wasted my time and im no better off than when i started at 350pm, it is 550pm! you have no idea what thats like, you should put the shoe on the other foot i doubt you'd spend more than 15 mins, and then say cancel my acct and destiny would go to another company, this is insane! i am ending this now, you have 24 hours to rectify this and issue something for the hassle, otherwise the world will know how big a sham magicjack is, i start with ch 9 my local tv station. i am sorry you pushed my last button today. i have never in my life been forced this hard but you may leave me no choice.

Destiny: That is what I am doing, I care about you. I did not say cancel your account. As I've checked your account order here your Magicjack service ended that is why I am telling you to wait for the email that has a code to activate the service again. That is all I want to you to do. To wait for the code. I am also begging you to understand. I know this is not your mistake but that is the appropriate solution.

DS: i am saying no one would of been as patient....i am ending this now, you have 24 hours to rectify this and issue something for the hassle, otherwise the world will know how big a sham magicjack is, i start with ch 9 my local tv station. i am sorry you pushed my last button today. i have never in my life been forced this hard but you may leave me no choice. i hope you give me piece of mind back, i pray. i am going to lay down now! It was only after I threatened to expose them with local tv & BBB, as well as online that they seemed to take me seriously. I however want to give heads up to warn others about the worst experience I have ever had with a company. I feel by informing you of this you can tell others so they think twice about doing business with magicjack in the 1st place. I swear I hope someone else does something with a similar gadget next August when my contract expires again. Unless necessary I would prefer never to give magicjack a penny more of my money!.

Shame on majicjack!. D Fulton, New York
U.S.A.