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Replying to:
Re: I am so angry!!!
HappyHelper
Specialist - Level 1

As per the link you posted, "If you make a payment to your account before your expiration date, any unused balance will carry over and expire on your new expiration date."

So if he continues to make payments of $15 every 29-30 days, the unused balance does carry over and adds up over time (to a max limit of $999) if the usage on the phone is light. He (due to personal circumstances) did not make his payment before his balance expired so he would have lost any remaining balance.