Thank you for your suggestions.
called that number several times and it always began with a 5-10minutes voice recording ask me bunch of questions...... Sometimes the solution directed me to a dead end like"you can find it at att.com". Are you kidding me? If I can find it online then I am going to call this number. One time get through I hold for like 30 minutes and have no response. So, in short, I am going to switch to another provider after I use all the money in my account.
No, I've never got this solved.......