We all came here for the rates. The support is all online and via this system. The people responding here are customers like you. The way to deal with company support people is to use the SIMon chatbot to contact what they call the moderators.
Answer some of the questions and ideas posed and we can further help you. Sometimes one reply can have several ideas in it. Try to go through them.
Edit: @etmomphone Two things to try:
1. Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.
2. Manually add $1 into your account and restart the phone.
Here are three troubleshooting techniques that will fix many common issues with a phone when certain features/services aren't working properly, consistently or stop working altogether.....
Try these methods to solve issues....if they don't work you can still ask the community for help and/or contact the moderators if the problem still can't be solved. We're always happy to help.