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Inactivity causing prepaid phone to not work?

My Mom has a prepayed basic phone for emergencies that will not dial out. She hasn't used it in quite some time. The phone charges $100 each year, and charged in August like it was supposed to, but it can't dial out, and won't receive a call. Why is that and how can I fix it?

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Re: Inactivity causing prepaid phone to not work?
Champion - Level 3

Call Customer Service and ask if there are any problems with the account.  If the account hasn't been deactivated or suspended, then it's probably an issue with the phone, and they should be able to get you to tech support for some troubleshooting.

Re: Inactivity causing prepaid phone to not work?
Specialist - Level 2

Is your mother on an Auto Pay Plan or does she use a charge card to pay for the $100.00 ? I know this will not make any sense but in plan booklet it states  and I will print exactly what its says "  You will forfeit the money in your account if you have activated service without a Refill Card and did not make an outbound call within 60 days."  I always use a prepaid card and have not made a call within the 60 days and have never been cancelled.  I'm not sure what that means but you might want to check with customer service and see if they can give you any details.  Is the money from before August still showing up in the account?