Standard porting protocol not communicated effectively
We're sorry to hear that your New Year didn't start off as smoothly as we all would have liked.
It would appear the initial greeting email our system sent out was vague on the situation. When transferring a number to us, we wait until we receive the transfer date before we can build your account with the telephone number specified. Most providers reply within 3 - 10 business days with the transfer date, which is why the email stated we'd be sending a follow up in that time frame.
Thank you for your feedback about the difficulties you encountered when trying to sign up. Such feedback allows us a chance to improve further upon our main pillar - which is support.