I purchased 3 phones from Helio in January. My contract date was January 12. I confirmed with Helio before I purchased the phones that I would be able to port my numbers into the Helio phones when my current contract was over. When I purchased the phones, I again asked if I could port my numbers in and what was the procedure. I was told that when I was ready to port the numbers in, just call Helio and give them the name of the provider and the account information form my old provider. Shortly after I received my phones, I received a call from Helio to see how I was enjoying my phones and to answer any questions I had. I then asked again about the porting process and was given the same information and that it wouldn't be a problem.
On or about February 9, I called Helio to try and port my numbers in. I was told that they received an error message which did not allow them to complete the port and to call the provider which the numbers are coming form to confirm that it wasn't a problem on their end. I did that and was told that everything was fine on their end. I called Helio back and they gave me the same story. After going back and forth, I got in touch with a representative (during the weekend of February 15-17) that called Verizon (my old provider) and supposedly straightened everything out. The rep told me that the port should be done within 24 hours.
During the week of February 18-22, I called Helio again and was given the run around. I finally got tired and told them that I wanted to cancel my service. At that time I was offered a $300 credit for my trouble and told that they would get it corrected. I waited and again nothing. I called again during the following week and was told that they could not fix the problem and that my case had to be forwarded up to their tier 2 or 3 support. I asked for the number and to be connected. I was told that they were not allowed to give out that number and that that they could not connect me because the department was closed. The supervisor also told me that she would call each day to check on my case. I did not hear back from the support department or that supervisor. I called again to find out the status of my case and was finally told that it was a problem with their system and that they would not be able to port the numbers.
On or about March 12, I called and cancelled my account with Helio. I requested that my cancellation fees be waived due to the misrepresentation of their services and misleading me. I was told that they would not waive the fees because it was not their fault that they could not port the numbers in.
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