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The case of missing International Prepaid

 
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gerbick
magicJack Apprentice


Joined: 28 Jan 2008
Posts: 14

PostPosted: Sat Dec 27, 2008 4:36 am    Post subject: The case of missing International Prepaid

Mind you, this is a long-winded rant. One I've been wanting to avoid, heck, I even gave MagicJack a "positive review" in my one year review just recently.

I've had a MagicJack since July 2007, which faltered and they replaced it with one in October 2007 which has worked semi-flawlessly enough to where I purchased a one year extension.

Per each 60 days, I tend to buy about $10 bucks international pre-paid mainly to make quick phone calls to clients overseas and oddly enough, MagicJack has a clearer connection than even my cellphone on some occasions - not always.

Anyway, on 10/29, I buy $10 bucks, it's added, I use it. Going into 12/05, I still have $2.42 left, but the next day I attempt to make a phone call and it just stays there. No voice with the statement of how many minutes I have left, no nothing outside of a dialtone. I check my.magicjack.com account and it says that I have a zero balance.

I talk to one of their live help personnel and they're friendly and clear enough to not cause any problem. They say that they can see my balance, and it should be ok in a day or so. I augment my cellphone with the world traveller plan (AT&T) which drastically drops the price of my cellphone bill overseas for a meager amount per month, some $4 dollars or so a month on top of my normal bill.

I wait until 12/08, check my.magicjack.com. No balance. I chat with another live support helper, they say they can see the balance despite my inability.

I check on 12/10, 12/12, 12/18, 12/26. No balance still. In the interim, on 12/10 I get a case number assigned to my case and the promise that "in a couple of days" it will correct itself.

It hasn't. And I know the fact that I'm ranting and checking so much for a small amount, it represents almost 25% of an amount that was deposited and has disappeared. If it were more, the amount would still be an amount that just "disappeared" and some 20+ days later, it has not resolved itself.

I've searched the boards - it timed out once - to see if anybody else has had this problem. But I didn't see it.
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az2008
MagicJack Sensei


Joined: 20 Aug 2008
Posts: 1404
Location: Tempe, AZ

PostPosted: Sat Dec 27, 2008 1:17 pm    Post subject: Re: The case of missing International Prepaid

gerbick wrote:
I know the fact that I'm ranting and checking so much for a small amount,


You shouldn't feel guilty. It's your money. And, more importantly, you put some personal effort into giving MJ a positive review on public site(s). It's natural to take it personally, being disappointed that MJ is doing things like this.

I'll PM Dan's email address to you. I would suggest that you take another couple minutes to tell him (briefly, executive summary) what happened and how it's not a matter of recovering your $2. It's a matter of wanting him to correct the problems because you want MJ to succeed, and customers to have no hesitation about recommending it. Provide the details about when you funded it, who you talked to, etc.

Mark
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gerbick
magicJack Apprentice


Joined: 28 Jan 2008
Posts: 14

PostPosted: Sat Jan 03, 2009 8:26 am    Post subject:

This is still ongoing. January 3rd, two e-mails to Dan Borislaw, and finally one person saw that my account stated that I had two phone numbers - the very same number - and yet it's still not resolved from December 6th.

I do not trust placing any more money into this now. But will state that my problem seems rare.
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gerbick
magicJack Apprentice


Joined: 28 Jan 2008
Posts: 14

PostPosted: Sun Jan 04, 2009 1:30 pm    Post subject:

Finally resolved. No e-mails to Dan Borislaw were ever answered. I had to talk to 12 different live chat people, even went so far to tell one of the people what they should do... remove the duplicate, move the balance, and be done with it.

And that's exactly what they finally had to do.
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