My son is 12 this year and for Christmas he got his first mobile phone. It's on the Meteor network as are both his parents phones. All was fine until today when we noticed he hadn't received a text we had just sent him. I tried calling from his phone and it gave an error - "No mobile network" or something like that. I tried to register on Meteor, but it would fail. So, I rang Meteor.
I gave them my son's number and the customer support representative couldn't find him on their system. So, I gave them his sim card id and she was able to locate his account.
Which was closed.
The number had been ported to Vodafone. I enquired how this was possible, since neither he - a soon to be 12 year old, nor his parents, had requested or given permission for such a port.
I was told that the number used to be a bill pay number with Meteor, but the account was cancelled. The number was recycled and given to my son. The previous owner must have requested the port, which should have failed, as his Meteor account had lapsed. She told me that my son's SIM card was no longer valid and she would send me out a new one. I then asked about transferring his original number and his credit. She could not determine his credit balance, as the account was closed, but it was around the €20 euro mark. I was told that this would be credited to his new SIM and that his original number would also be transferred.
I then hung up and started thinking about this other person getting all my sons texts and calls from his friends and family. I wasn't too happy about that. I rang Vodafone and used my sons 085 number to get into the system. I spoke to another customer representative who told me that the account was indeed on Vodafone, it was Bill pay and that the person was not myself or my son. So now a total stranger has my sons number and is getting all his texts.
I was not happy at all, so immediately rang Meteor back, looking to escalate this issue. I wanted to know how this could have happened, and what could be done. The support representative was unable to assist and told me I would have to take this issue up with Vodafone as they had the number. I nearly lost the plot at this stage, so I demanded to speak to a supervisor/manager. I was told about the standard call back policy of 24-48 hours.
So now I have to wait two days, if not more, for a call back. I was given an address to write a formal complaint to and not much else.
My main issues are really this:
1 - how did my sons number get ported without the owners permission
2 - how can I get this resolved quicker so that my sons private texts are not going to a complete stranger
3 - will my son get his number and credit back
4 - how to prevent this from happening again
Looking for any advice on how to proceed.