@Hany1
It sounds like you have been a customer white awhile with to phone accounts that you manage. Did you activate in store and sign up for autopay? Did you ever create the self serve accounts online here on the website? If you still have active service you can still create the accounts by recieving the 6 digit alphanumeric code via text message on each phone. Do this if you can and we can help you.
Otherwise it sounds like your credit card may have expired causing an autopay failure. Purchasing vouchers at a retailer and adding them via 611 reactivates and/or pays for your service. However there was increase in that plan from $10 to $13 on April 28th 2022. But you may not have been notified as they may or may not have informed you via text message or email in early March. You likely came up short of the $13 because you thought you only had to pay $10 for each account.
This would mean if you only purchased a $10 voucher it would not be enough to pay or reactivate your service. (Although you should be earning enough rewards to cover the difference you can worry about that later.) Purchase 2 more vouchers with a minimum $5 value but if you can afford $10 that may be easier to obtain from a retailer. Add the voucher as per usual via 611 and your service should automatically reactivate.
Once you have active service come back and we will help you with creating and accessing your self serve account's and how to update your credit card so autopay starts working again.
I will send you a private message if you would like some help to file a complaint about the $3 rate hike. Check your private message box the envelope icon next to your avatar at the top right corner of your screen.
To contact customer support :
Submit a support ticket via Simple--Simon the chat bot Click here
Or if you prefer or cannot submit a support ticket you may send a private message : Click here
To pre-verify add in your private messaging only your full name, address, email, phone # & 4 digit account pin #
