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Dear Consumer Action:

My wife and I ordered the Magic Jack phone system from a Florida-based company on Feb. 26 and were billed $50.85. It never worked like the company said it would work.

I had to repeatedly go to the fix site on the Web page to correct various problems. I contacted customer service many times. We canceled on June 1 but have been unable to get a refund. The company says its 30-day trial period had elapsed.

The 30-day policy is stated in its terms of service on the Web site, but we were unaware of it. - M.S., Atlantic City

We were unable to get any help from the company's customer service representatives, who would only offer a new Magic Jack to try again.

You may have better luck if you file a complaint with Florida consumer authorities, who have recently taken legal action against the Magic Jack company.

On April 15, Florida Attorney General Bill McCollum's Economic Crimes Division reached a settlement with Magic Jack LP over allegations the company marketed a "free" 30-day trial for its long distance phone equipment, but actually charged and debited consumers during the trial.

Magic Jack is a phone service product that connects a household phone to a computer, allowing consumers to make unlimited long distance calls over the Internet.

The investigation began in July 2008, after the Attorney General's Office received numerous complaints from consumers, the state said. The investigation determined that the company billed during the "free" period, the product had limitations that were not properly disclosed, and the company had a lack of sufficient customer service to address consumer complaints, according to McCollum's office.

As part of the settlement, the company has agreed to implement new practices to assist its customers and to put a disclaimer on the first page of its Web site clarifying the eligibility requirements to participate in a free trial offer.

To file a complaint with Florida authorities, write to: Florida Office of the Attorney General, PL-01 The Capitol, Tallahassee, FL 32399-1050; or call 850-414-3300. You can also file online at

myfloridalegal.com

Whenever you purchase an item, especially if it is an electronics item, seek out the return policy on it. If companies don't make their refund policy clear, go elsewhere.

Unwanted calls

Dear Consumer Action:

Someone keeps calling my phone number twice a day. When I say, "Hello," they hang up. I have the name and number of the person. What can I do? - M.F., Egg Harbor Township

You can have the number blocked from calling you. Talk to customer service at your phone company about your options.

Consumer Action will respond to each properly submitted letter about a problem or question, either in this column or by letter or phone. Letters must include copies - not originals - of all relevant documentation and a name, address and phone number at which you can be reached. Send letters to: Consumer Action, The Press, 11 Devins Lane, Pleasantville, NJ 08232.

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