For the past two months my dad did not receive his minutes. He is 76 years old and he did not know how to add the minutes when they did not come on the first month.
I tried to add them on the 2nd month and I got a message (there are no pending updates for your phone at this time) if his minutes were discontinued we should have received an e-mail or better something in the mail. You'll should know that a lot of seniors cannot see well let along have or operate a computer.
I hear outreach has a better program than you'll away. My mom has not had a problem since she had her phone.