Problems with Toll Free Providers
Problems with toll free providers are a common complaint amongst businesses, and they can have disastrous consequences for both you and your customers. Whether you have one or one hundred, toll free numbers are the key to maintaining open communication with your target audience.
We’ll discuss some of the most common problems with toll free providers that businesses experience, and offer helpful tips and suggestions for resolving them.
Common Problems with Toll Free Providers
Below are just a few examples of problems with toll free providers:
My toll free provider won’t allow me to transfer my number to another company.
Unfortunately, this situation is far too common. Toll free service providers will often ask their customers to ‘RespOrg’ their toll free numbers with them. In essence, this means that you are transferring responsibility for this number to the company.
If you are working with a reputable toll free service provider, this is not a problem. After all, the term ‘RespOrg’ is short for Responsible Organization, and it describes companies or entities that have been certified to access the 800 number database. However, fly-by-night toll free providers will sometimes abuse this privilege and use it to prevent you from transferring your number.
If your toll free service provider refuses to release or transfer a 1-800 number, you may need to apply for a NASC, which is completed through the Number Administration Service Center. Essentially, a NASC forces the transfer of a toll free number without the cooperation of your current provider for a fee.
Aside from the fee, you should also be aware that a NASC is often a temporary fix. If your previous toll free provider chooses, they can NASC the number back at any time.
If all else fails, you can also file a complaint with the FCC, the entity that regulates how toll free numbers can be used, transferred, or purchased.
I tried to transfer number to another provider, but my current company took took it away.
When faced with the potential loss of a customer, some companies will try to keep the number illegally. For example, a company might try to transfer your toll free number to an employee of the company without telling you.
As in the previous scenario, you might be able to NASC the number, or even file a complaint with the FCC. As a business owner, you’ll have to weigh the cost of fighting to retain your toll free number, or simply moving on and choosing a reputable RespOrg to work with.
I checked the availability of the 800 number I want to use online, and the toll free provider locked it at a ridiculous price.
Many fly-by-night toll free providers use this practice. For example, you visit the company website, and type in the 800 number you’d like to purchase to see if it is available. Once you do this, these companies will put a lock on the number, forcing you to buy it from them at a higher price. It’s a shady tactic, but sadly, it is all too common.
Unfortunately, there is not a lot that you can do about this. While you can certainly report the company’s unethical behavior to the FCC, it does take time for a complaint to be processed.
Avoiding Problems with Toll Free Providers
Although it might seem like choosing a reputable toll free provider is a daunting task, there are steps you can take to ensure that you own your number, and that you sign on with a reliable company.
The resources below can guide you as you search for the right service provider and purchase your toll free number: