Magic Jack Support Ticket

Customer Service & Billing - Customer Service & billing.

Created By: MelD1016's Picture MelD1016 Last Reply: 's Picture
Priority Level: [High] Status: [Open]
Created: 3 years ago Last Updated: 3 years ago
Department: N/A Replies: 2
Product: Customer Service & billing.

On the night of 06/24/2014 I logged in to my MagicJack account to look at my renewal options. There was a 6 month plan for $20 listed (with no notation of it being a limited time offer). When I logged in today to pay it, the 6 month plan was no longer listed - ONLY THE MORE EXPENSIVE plans were listed. This seems like a coercion/extortion tactic because if I don't renew today my account will be shut off tomorrow. This would cause GRAVE harm as most of my daughters' doctors use that number to contact us. So I started a chat session with tech support to find out what was going on. The first CSR (Mhel) stated the 6 month option is only available to select customers. I explained it had been available to me less than 24 hrs earlier and that's the plan I want. He only offered the 1 & 5 yr plans instead. I asked to speak to his supervisor and he put me through to a senior agent (not supervisor)named Karen. Karen stated they have never offered a 6 month plan (contradicting what the other csr had just wrote) and that I must be looking at the wrong website. I found this condescending and rude, as I was logged in to my account at that very moment! She insisted that I click a link she provided in the chat session, but when I did all that happened was it terminated my chat session (which I feel was her intent the whole time). I started a new session immediately and requested a Supervisor right off the bat. I was transferred to Faye, who was rude, condescending, and NEVER addressed the issue at hand. All she kept saying was that I was bound by the Terms of Service and to read them. The very moment I clicked on that link she provided (which did NOT go to the TOS as she stated, but to a blank page)she said she had answered all of my questions and was asking permission to terminate the call! I said I wanted a copy of the previous chat session and she responded by terminating the chat (but I printed out a copy of it)! I NEVER GAVE PERMISSION TO TERMINATE THE CHAT & SHE DID NOT PROVIDE ENOUGH TIME FOR ME TO FIND THE TOS & READ IT AS SHE INSTRUCTED!Note that they do NOT provide a phone number so the only contact you can have with them is via chat. I HAVE BEEN A CUSTOMER FOR OVER 5 YEARS & have NEVER been treated so badly or felt like the company was INTENTIONALLY TRYING TO RIP ME OFF - but that is EXACTLY what has happened. I believe this is a scam being pulled on customers who have 24hrs to renew in order to FORCE them to pay for a MORE EXPENSIVE plan or risk having the service interrupted. It is unconscionable that this happens at all, but the fact that its being done to elderly/infirmed people is horrific. My daughters are very sick and sometimes must travel for medical care, so the MagicJack is essential in order for their doctors to reach them, whether at home or away - that's why we bought it!


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LeeLee says: (3 years ago)
 0
I am glad that you posted your complaint.
It seems like there is no real customer service anymore and people are just plain rude and unmannerly.
Your post has definitely proven to be most helpful to me in helping me decide on which direction I am going to change my home phone service to.
Good luck with your situation and I hope and pray all works out in your favor.
Lee



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