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Finally, the issue was the information was not correctly up to date. In my account, the credit from the voucher was not added.. But from my telephone ( 611), it was. So customer support agent, help me with manually credit.Thanks all for your assistan...

Thanks you so much. I will follow your steps

I never created an account from the website. I recharge usually with voucher bought from recharge.com and then dial 611 to renew.When trying to create an account, the system was unable to identify me

it told me ( when dialing 611)  i have 23$. My plan is 154/month and has expired 3rd February.I recharged voucher 3/3/23

It is been couple of days ( 8 days) since i recharged