Hi there, my8goatsrule. Thanks for contacting us.
You can manage your family plan, by accessing the account on the website with the phone number and PIN. We can also to do it on our end if you want.
So sorry to hear about this experience. We want to help! Could you please send us a private message with your phone number so we can look into it?
To send a private message just click on the picture of any user and, in the next screen, click "send this user a private message".