My ballance went from 73 minutes aproxx, and from 60 to 68 minutes and says 0 ballence as of today.

Can you make this correction for me, i tried adding the free airtime minutes but asks 4 15 digit code that i do not havenor 5digit promo code. I also only get 75 free minutes others are geting 250 mins. can u please explain why fone has deleeted all my time? I really need this phone.tyvm

placeholder text for bug in Chrome