Why You May Receive a CallStream Invoice After Cancellation

Overview

Receiving an invoice after you have canceled your CallStream account or services does not always mean that the cancellation was unsuccessful. There are several possible reasons, and CallStream Support can review your account and invoice with you.

Common reasons for an invoice after cancellation

1. Your invoice covers usage from before the cancellation

CallStream billing is post-billed. This means that an invoice can be issued after the month in which you used the service.

For example, if you cancel in May, you may receive an invoice in June for services or usage from May. If you pay by an automatic payment arrangement, payment for that invoice may then be collected in July.

In this situation, the invoice relates to service provided before the cancellation and does not necessarily mean that services continued after the cancellation date.

2. A service charge remained active after the cancellation

A cancellation is complete only when the relevant services and their associated service charges have been ended. If a service charge remained active, it can result in a further invoice after the intended cancellation date.

This requires a review of the cancellation and billing records to confirm whether any service or charge remained active and, if so, what correction is needed.

3. Your numbers were ported away, but the account was not canceled

Porting telephone numbers to another provider does not by itself cancel your CallStream account or all associated services. If all remaining numbers were ported away but you did not ask CallStream to cancel the account or remaining services, invoices may continue.

What to do

Please contact CallStream Support so we can review the invoice and your account status.

To help us investigate, include:

• Your CallStream account number or customer reference, if available
• The invoice number and invoice date
• The cancellation date you requested or believed applied
• Details of any services or numbers you canceled or ported away
• Any previous cancellation confirmation or relevant correspondence

What CallStream Support will review

• The billing period and charges shown on the invoice
• Your cancellation request and the applicable end date
• Whether any services or service charges remained active
• Whether numbers were ported away without a request to cancel the remaining account or services

Frequently Asked Questions

I canceled in May. Why did I receive an invoice in June?

CallStream billing is post-billed. The June invoice may cover services or usage from May, before the cancellation took effect.

Does an invoice after cancellation mean I am still being charged for an active service?

Not always. The invoice may be for service or usage from before cancellation. However, it can also mean that a service or service charge remained active, so please contact CallStream Support for a review.

I ported all my numbers away. Why did I receive another invoice?

Porting numbers away does not automatically cancel your CallStream account or all associated services. Contact CallStream Support so we can confirm the status of the account and any remaining services.

What information should I provide when I contact Support?

Please provide your account or customer reference, invoice number and date, cancellation date, and details of any canceled or ported numbers or services.