May 14, 2010 10:07am by Steve | 
We have recently been receiving complaints from Magic Jack users that Magic Jack “accidentally” charges credit cards and then claims ignorance. Contacting customer support will generate blank stares and no record of such charges.
We have selected two recent customer comments. You decide what’s going on here.
Reader Ann Marie writes:
BEWARE OF CREDIT CARD PAYMENT. I wanted to renew my subscription [with Magic Jack] and after using my credit card, the system said ‘invalid’ however my bank said the charge was made. After speaking with Magic Jack help desk “Nigel” told me to do the transaction again. I warned him that I already used the card and it was charged, but did it again and same problem, and my card was charged again. Then the chat session just ended and I cannot get on to the help desk. The bank said another charge was made on [my credit card], and can only be refunded if Magic Jack emails a confirmation.
John writes with additional details:
I am a Canadian, living in London, Ontario. I recently purchased the Magic Jack. I had no problems installing, nor have I any complaints about call quality. I have a NYC phone number. One thing that is not mentioned, or at least not where I have seen it… Canadians using an American number cannot call Canadian toll-free numbers.
My problems started when I tried to purchase a Canadian number, using my prepaid Visa card. I went through mymajicjack, using their online system to order.
I have been charged twice for the Canadian number… leaving me with a 32 cent balance, and still no Canadian number… and yes, it is $4.95 plus $10.00 for the Canadian number.
Upon contacting customer service (their joke of customer service, online support), I was told that they had no record of these transactions. (Never mind that I can provide their company information showing to whom the payment was made). I was told that I would be emailed by customer service… I obviously have not been. I was assured that their engineers are working hard on it (seems like a recurring theme…)
I was also told that since there was no record of an order, these pre-authorized amounts (as I was told) would be removed… and check back with them 3-5 days after receiving my statement… so it seems that I have to wait for up to a month to see what happens.
It seems that an honest company would be a little more proactive about customer service, and follow through on promises made.
I am quite seriously considering contacting the American IRS… it seems that the majic jack company charges quite a few credit cards without providing the service being paid for… I guess we’ll see what happens…
There you have it. Does that sound like a company you would like to deal with?
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MagicJack has deducted the amount of $ 21.35 in my bank account the day 06/08/2010.
That is a mistake because I have not requested.
I want you to tell me where I claim to correct the error and return to my account the amount of $ 21.35
my year payment is not up yet .why are you asking for another payment phone is 865 332 2290
u cant never talk to anyone the phone is always busy not a good company to deal with they need to stop them from scamming people.
The credit card service through the live agent always says that they will take care of how to make charges work and how to smooth it out. I have 3 magic jacks which only I cannot use because I have not been able to renew them. THERE IS SIMPLE NO RESPONSE FOR OVER A YEAR FROM THAT “OUR ACCOUNTING WILL E-MAIL BACK TO YOU”. There is a very very HORRIBLE customer service.
my visa card has a changed number.
I am Canadian majic jack customer and i have been charged so many times in 2011 for $10, $4 etc. They keep on charging my card even if i have not requested for any additional service. When contacted they simply sent one email that those are IPP MINUTES you requested for or some administrative charges etc. They make up any shit to prove that charges are correct. They are leaching money out of customer’s credit cards and everybody should notify their credit card companies to stop any payments to magicjack. One of the poorest customer service you have to deal with. DON’T USE MAGIC JACK AND SAVE YOURSELF FROM HARRASSMENT, Go online snd you will see many other free phone services.
i also had a charge from magic jack plus, and i didn’t confirm the order. when i got on chat support they told me that since i wasn’t charged there would be no refund. i told them my visa debit has a charge on it. they said no order was made.i finally after many email to magic jack said to my bank here in canada that i was charged without my permission. cibc got the situation handled very quickly. it must be because they have knowledge of this company’s business practice of getting as much money out of a person as possible. my friends all rave about the jack, but if i have issues i will get someone in phillipines or india (no offense to anyone in those cultures intended, it’s strictly the way those call centres train their customer service reps) who is trained to annoy the customer and feign ignorance…i work in a call centre in canada, and have also dealt with non north american call centres and it’s not a fun experience.
MagicJack did a ‘number’ on me today. I received an offer for customers only to purchase their new MagicJack Plus at a good price. When I entered the order, their website said that the 3 security digits of my card were wrong, to give them another (?) card -yeah, right…!!!—, so I began a Chat with their customer service, and spent close to five hours (yes, literally, F-I-V-E + hours, dealing with their totally incompetent and unwilling to help customer reps, they kept transferring me, and I had to repeat the issue over and over, then they would cut me off to have to start all over again, etc.
As of now, they still have a HOLD in my account for four separate charges when all I did was try to purchase one new MagicJack Plus at their “special offer” price… next time, I’ll know better, pay more at the local store, where I will be dealing with real people, face to face, and able and willing to help me.
I never confirmed an order when I found I was going to be charged and was still billed as well. That is a form of ID theft and they need to stopped. Most free trials I do set the amount at 0. I told them the free trial offer was misleading in chat. I am currently resolving this issue.