Hey, I'm Andy, one of the co-founders of CallRail. I can understand your frustration -- we dropped the ball on this. I reviewed this situation with our support team shortly after it occurred, and we changed our process and communication so that situations like the one you experienced shouldn't happen in the future. Those changes are:
- Our support team is required to preconfigure all numbers involved in ports, before they're submitted to the carrier. That way an unusually quick port doesn't cause a number to route to an unexpected destination.
- Clarification to the team that both recording (which is optional) and billing apply to the entire duration of the call because the call continues to flow through CallRail, even if that call is transferred by the recipient's phone system.
Again, I'm sorry that this was not a smooth process for you. We're always working to get better.
