tracfone wireless Deleted my Balance Medley FL

I recently tried to upgrade my phone. For some reason the phone would not activate. When I tried to reactive my old SIM it would not reactivate so I activated an old TracFone to get through until the new SIM arrived. The phone worked 1/3/19 but 1/4 it would not make a call.

Since I couldn't call in, I chatted with a TracFone agent, who had me call and reprogram the phone after he told me that he had "reset" my account. The phone then confirmed it was programed but kept giving an error that there were no funds on my account.

He told me I had to call in and speak to a supervisor but couldn't advise how to call in because my only phone was not working. 1/5 I borrowed my mother's phone and called in. After a hour and a supervisor escalation they couldn't find any records of my chat conversation from 1/4.

They kept telling me I had used up my balance so would have to reload. When I logged in on 1/4 before the chat I had over 300 minutes and somewhere between 700-1000 texts. There was also a data balance but since I didn't screenshot it I have no idea what it was.

I got a card to put some balance on my account since this is my only phone but received a text this after, 1/6/19, confirming the cancellation of my service, which I did not request.