How to stop auto pay if I can't access account

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How to stop auto pay if I can't access account

My husband can't access his account because he forgot the pin and his phone display is broken. Customer service gave us a case number but we have not heard back.

We had decided to just start a new plan/new phone because he needs a phone for work, but the old account is set up for automatic payments. We need to access the account ASAP or be able to stop auto payments. Help!