Customer is having trouble with a transfer request to their previous cell phone company due to a name discrepancy on the account.

And that takes about a one-distance day, and then they'll send it back to us, and that's when we can resubmit the information.

We're going to have to still wait for Selecta, because they have to fully decline the porting before we can resubmit the information.

After that is when we can actually change the information and resubmit.

I guess I'm going to wait until tomorrow and speak to someone.

So from our side, if we don't give them the proper information, if the information doesn't match what they have on their file is when the porting wouldn't work.

They have to decline, even though, again, can you explain to me how it is that they don't even have a request for the transfer at their end?

Pretty much they're going to look at their system, they're going to see that the information doesn't match up, and then they're going to decline it.

So usually, portings, they happen automatically, it'll take a few minutes, and then it'll just get accepted.

Right. They can't do anything until they decline it on their end, and then we can move forward.

So our stores are open until 6, but the customer service line is open until 7.

So, again, the name, they revealed this to me after they verified the account. They said the name on the account is Sam Green. Sam Green.

If we don't give them the proper information, if the information doesn't match what they have on their file is when the porting wouldn't work. That's why my colleague said to make sure we get all the information on what they have, not what should be there, essentially.

Maybe if a different request is sent in by FIG under the proper name, maybe that will make a difference.