4 years ago I bought Magic Jack for my sister as a gift. A year later she died. I called a few months after she died and said I would like to keep the Magic Jack service but change it to my name. They absolutely refused to change the name on the account. I was so upset I said to cancel the account and I had no wish to ever do business with them.
2 years later...
I was going over my expenses and I noticed that there was a charge from Magic Jack for $20.91.
I went to the website and found that I could still log on to that account which was supposed to have been cancelled. That status was "deactivated" and it did not even show any phone numbers being active. I went to the support section on their website. (Very well hidden in small print on the bottom of the page.) Clicked on the link, and it took me to FAQ page. I looked all over the web page for a link to talk to Customer support and there was not any. Out of curiosity I read through all the FAQ questions and when I got to the last page, (about 1000 pages later) lo and behold there appeared a link to start a chat session. They couldn't have buried it any deeper on their webpage. So I have wasted about an hour so far just to get to the point where I can begin my communication.
I start the chat session, which didn't take very long about a 10 minute wait. I explained the situation to the "Customer Support Expert". Who said he would have to transfer me to someone higher than her who can help resolve my issue. "Bradley" then took over the chat session and said he could help me. Several times he had to ask me to wait. Then he asked for me to post the transaction details of the bank transaction. I had been prepared for this and I pasted the transaction details from my online bank account. I had already had the bank online to get more detailed information. I gave him the Approval Code and Transaction number.
He said he could not find any details in his records about the transaction and he would forward it to the accounting dept and they would email me in the near future.
I decided to ask again if I could change the name on the account from my sister's to me.
He asked for the phone number. I was starting to get a little irritated, I had already given him my card #, social security# the account number, and most of the answers I was receiving was "please forgive the delay". I finally found the number and gave it to him.
I informed him I was getting a little irritated, so he quickly gave me a canned response about I should use their chat service, (which I was already using) and it asked for my Operating System and Internet Browser information. I was starting to get even more irritated. My issue had nothing to do with my computer, operating system or my browser.
I asked to speak with his manager.
"My manager is not available at this time"
I also asked for an address and a phone number so I can call HQ at Magic Jack.
After about an hour of constantly asking for this information and getting delays and canned responses. (Yes I am a little stubborn) I got the address and email address, but they refused to give me a phone number.
Me: Are you telling me that phone company doesn't have a phone number?
MJ: We are only using support chat at this time.
I was pretty furious after wasting almost 3 hours with the worst support I have ever experienced.
Why would anyone want to do business with a "phone company" that refuses to give you their phone number?
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