Hi, Thank you for reaching outI have discussed this with the rep who handled this port out requestThe rep was not rude, yet I can understand the clients frustrationWhen a request to port out is initiated, since we are a re-seller, our process requires that we generate a unique account number and PIN for that lineThe client did get abrasive asking for the account number and PIN and the rep was apologetic stating that she would do her best to expedite the process (which she did within minutes vs 24-hours)In response to the account being locked, this is trueAs Harbor is a re-seller, [redacted] is the wholesaler in this case and Harbor is the sole point of contact for all support/billing inquiries (We have hour support) [redacted] is unable to assist any of our end-user clients directly as they are clients of Harbor, not [redacted] Its kind of like calling buying a [redacted] phone from a local dealer, for all support, you need to go to the dealer not [redacted] for direct supportSame with harbor, we are the sole contact for our clientsOur port in and out policies are VERY transparent (this was pointed out on the call as well) please see https://tmobile.harbormobile.com/faq/ and click on the porting category, then click on "How do I port out of Harbor?" Here is a quote from that FAQ: Porting out is simple (yet sad for us to see you go)"Send an email to [redacted] with your request to port outPlease be sure to include your name, billing zip, number your would like to port out, and the carrier that you are porting out toPlease note that your line must be active and paid up to port outLines take hours to be released before porting outIf you are looking to move over to your own account on [redacted] , then please request a change of responsibility in your email to supportDo NOT try porting out your number before we have supplied you with your account number and PIN and ensured that your line has been released, as we will be unable to release your lineIf you have submitted a port out request with your other carrier before being ensured that your line is released, then you must have the carrier cancel the port out request before we release your line." In our terms and conditions and FAQ page the port-out processes are made very clear and upfrontThese are our limitations as a company and every client agrees to by signing up to our serviceOf course, should a user need immediate resolution we go out of our way to assist, which we didGetting kurt with our reps saying I want it now or else, even if we wanted, its a manual process which involves calling [redacted] which can take upwards of minutesI have tried calling [redacted] personally and have left a voicemail to discuss the matter further and extend whatever is needed to rectify the situationI left my personal extension and hope to from him soonPlease feel free to reach out with any further questionsDavid G [redacted]
Hi, Thank you for reaching outI have discussed this with the rep who handled this port out requestThe rep was not rude, yet I can understand the clients frustrationWhen a request to port out is initiated, since we are a re-seller, our process requires that we generate a unique account number and PIN for that lineThe client did get abrasive asking for the account number and PIN and the rep was apologetic stating that she would do her best to expedite the process (which she did within minutes vs 24-hours)In response to the account being locked, this is trueAs Harbor is a re-seller, [redacted] is the wholesaler in this case and Harbor is the sole point of contact for all support/billing inquiries (We have hour support) [redacted] is unable to assist any of our end-user clients directly as they are clients of Harbor, not [redacted] Its kind of like calling buying a [redacted] phone from a local dealer, for all support, you need to go to the dealer not [redacted] for direct supportSame with harbor, we are the sole contact for our clientsOur port in and out policies are VERY transparent (this was pointed out on the call as well) please see https://tmobile.harbormobile.com/faq/ and click on the porting category, then click on "How do I port out of Harbor?" Here is a quote from that FAQ: Porting out is simple (yet sad for us to see you go)"Send an email to [redacted] with your request to port outPlease be sure to include your name, billing zip, number your would like to port out, and the carrier that you are porting out toPlease note that your line must be active and paid up to port outLines take hours to be released before porting outIf you are looking to move over to your own account on [redacted] , then please request a change of responsibility in your email to supportDo NOT try porting out your number before we have supplied you with your account number and PIN and ensured that your line has been released, as we will be unable to release your lineIf you have submitted a port out request with your other carrier before being ensured that your line is released, then you must have the carrier cancel the port out request before we release your line." In our terms and conditions and FAQ page the port-out processes are made very clear and upfrontThese are our limitations as a company and every client agrees to by signing up to our serviceOf course, should a user need immediate resolution we go out of our way to assist, which we didGetting kurt with our reps saying I want it now or else, even if we wanted, its a manual process which involves calling [redacted] which can take upwards of minutesI have tried calling [redacted] personally and have left a voicemail to discuss the matter further and extend whatever is needed to rectify the situationI left my personal extension and hope to from him soonPlease feel free to reach out with any further questionsDavid G [redacted]