Donald, you have 2 separate accounts with the same email address. Once account was deactivated lat 2016. The, presumably new account from April, is not properly set up. Looks like you have 2 different email addresses only differing in letter. I see you already called and a follow maybe necessary since you will need to buy a separate SIM card. When you call back make sure the rep helps fixing your self serve profile too to avoid future issues.