In the dynamic landscape of telephone service providers’ offers, number portability remains an essential user right, allowing users to keep their phone number when switching operators. The National Authority for Management and Regulation in Communications (ANCOM) reminds users that they have the right request the reimbursement of any unused credit remaining on their old prepaid card.
Recovering unused credit
Prepaid card users who choose to port their phone number can reclaim the unused credit from the provider they are leaving.
The remaining credit is not automatically transferred during the porting process; it can only be recovered if the user explicitly requests it from the provider they are leaving (donor provider).
This provision aims to protect users’ rights and prevent the loss of amounts paid in advance for services not consumed. According to the applicable contractual conditions, the donor provider may charge a reasonable fee for the credit return, proportionate to the costs incurred in the process.
How to request credit reimbursement
For detailed information on the procedure for requesting the reimbursement of the unused credit, users are encouraged to check the donor provider’s website or contact them directly.
Complaint-related guidance
If users encounter difficulties in recovering unused credit, they may file a complaint regarding this issue. More information on how to file a complaint with ANCOM can be found here.
Good to know
The number porting process starts with the submission of the porting request to the accepting provider (the new service provider), which then forwards the request to the donor provider for validation. Under normal circumstances, porting is completed within 3 working days, without exceeding 25 working days from the date the request is submitted. Users may also agree with the accepting provider on a preferred porting date, within the maximum 25-day timeframe.
Informing users
For additional information on number portability, users can consult the official website www.portabilitate.ro, developed by ANCOM as the national regulatory authority for the electronic communications services market. www.portabilitate.ro provides guidance on the steps to follow, answers to frequently asked questions, and useful recommendations to avoid potential issues during the porting process.