I am on my family's account, and breaking off to another carrier. A person in verizon customer service stated that my number is not eligible for porting because there is a past due balance on the account.  In doing some research, I've found that they cannot refuse to port the number even if money is still owed.  Is this true? Do I need to contact customer service for my new carrier to initiate the porting process? Doing it in their online tool was causing issues.