By the way, the final issue type concerning World Credit expiry should be "World Credits Inquiry".
If the ticket is about account deletion, then choose "My Account Inquiry" for the final issue type in the dropdown box at
https://support.fongo.com/hc/en-us/requests/new.
fredom23 wrote:it seems that Fongo is not honoring their own deactivation policy. I have a purchased voip key from Freephoneline.ca long time ago and now they want to delete my account.
Are you sure you're not just being warned about World Credits expiration instead?
Note that the automated message that gets emailed out concerning World Credit expiration appears to mention account cancellation even if users own VoIP unlock keys (which can be confusing). Consequently, the part of the email concerning account cancellation doesn't apply to them. Instead, World Credit expiry does.
Read below.
Taken from
viewtopic.php?f=8&t=18724&p=79248#p79239
Danp wrote:
Hi, I have purchased the voip unlock key ( and ported a number ) about 8 years ago, and a few months ago (my ata is down) I started getting the email about inactivity, they take 1$ per month until I make a call and will cancel the account when the end is reached.
Expiry of World Credits is a completely separate issue from having a VoIP unlock key account deleted due to inactivity.
Visit https://support.freephoneline.ca/hc/en- ... ld-Credits
"Expiry Of World Credits
Freephoneline Home Phone World Credits will never expire as long as you use your freephoneline account to place a successful outbound Call at least once every Sixty (60) days. Unlike the threshold for auto deletion accounts that have purchased world credits are not subject to auto deletion. We do consider accounts with World Credits to be dormant if they have not been used in Ninety (90) days.
Any account that has a credit balance and is considered dormant will have their world credit balance expire at a rate of $1.00 in world credits every Thirty (30) days.
To prevent world credits from expiring on your account keep the account active by placing a successful call at least once every Sixty (60) days. This call must be answered by the other party to count. Forwarded calls through your number do not count as a call. If your account becomes dormant, [you] can reactivate it by placing a call."
Purchasing a VoIP unlock key account does not mean your World Credits, if you have any, can't expire.
Danp wrote:So it's unclear if the voip unlock key is a solution to this
It is. That's always been the policy for VoIP unlock key buyers.
Similarly, your account can't be deleted due to inactivity if you've paid to port a phone number into your FPL account from another carrier than Fibernetics.
Danp wrote: I will check if there is any doc about this but maybe someone has some insight?
https://support.freephoneline.ca/hc/en- ... t-deleted-
"
Note: Accounts will not be deleted due to inactivity if they have one of the following:
1.Available World Credits
2.A number Ported to Fongo from another carrier.
3.
You have purchased a Voip Unlock Key"
Also, visit
https://support.fongo.com/hc/en-us/arti ... ion-Policy
"
Accounts will not be deleted due to inactivity if they have one of the following:
1. Available World Credits
2. An active SMS subscription (Canada or Canada+US) [with Fongo Mobile]
3. A number Ported to Fongo from another carrier
4.
In the case of FreePhoneLine accounts, you have purchased a VoIP Unlock Key."
I wonder whether the generic email you received is being triggered by World Credits inactivity/expiring rather than a VoIP unlock key inactivity issue. I have never received a generic email about World Credits expiring, so I don't know if this is an issue with the email about World Credits expiry being unclear (that is, perhaps the wording incorrectly presumes the user doesn't own a VoIP unlock key), but if you feel your VoIP unlock key account is in danger of deletion due to inactivity, submit a ticket:
https://support.fongo.com/hc/en-us/requests/new. Choose "My Account Inquiry" for the final issue type.
Here's how to escalate a complaint:
https://support.fongo.com/hc/en-us/arti ... -Complaint.
Finally, we arrive at this conclusion:
viewtopic.php?f=8&t=18724&p=79248#p79249
Danp wrote:Ok, so now after going through the links you have sent, I see that they are not actually going to delete the account. They are just expiring my world credits.
Thanks again for this, I do appreciate the time you have taken to respond and provide information.
Have a wonderful day!!
Dan.