Twigby Mobile

Thank you for taking the time to share your concerns. We truly appreciate the opportunity to respond and provide some clarity around what occurred in this situation. Twigby's Terms of Service include a provision addressing port‑out fraud, which refers to activating lines primarily for the purpose of quickly transferring numbers to another carrier. This policy is in place to protect against misuse of promotional pricing, activation incentives, and network resources, as these types of patterns are commonly associated with fraud targeting low‑cost providers. As outlined in our publicly available Terms of Service: “Activation of Service with the primary purpose of porting to a different carrier is a fraudulent use of Service and is subject to immediate cancellation… Identification of this abuse… is made at our sole discretion and may be based on activation patterns, traffic patterns, timelines, actions, inquiries, other information, and/or similarity to other accounts with applicable history.” In this case, the account activity triggered multiple indicators consistent with patterns we’ve previously identified as fraudulent. Based on those findings, the lines were canceled under Section 8 of our Terms—even though a port request had not yet been completed—because the overall activity aligned with known port‑out abuse behaviors. We understand that you may disagree with this determination, and we respect your right to pursue concerns through regulatory channels. If contacted, we will promptly provide any requested documentation supporting our decision. If you feel there has been a misunderstanding or have additional context you’d like us to review, we encourage you to reach out through our live chat support so our compliance team can take another look. Our goal is always to balance strong fraud prevention with fair, reliable service for legitimate customers. We appreciate your understanding.