SOLVED
Hello Christie_Ivan,
Welcome to the community!
Is this a new prepaid account? Are you aware that the $10 voucher would not include the 75¢ 9-1-1 Emergency Access Fee? That is, the $10 By the Month prepaid plan costs $10.75 per month. Is it possible that your previous balance was not sufficient to cover the full monthly fees? If that's the case, then the funds would have been used on a pay-per-use basis rather than the By the Month. The new voucher you added (plus remaining balance) would have now provided sufficient funds for the upcoming monthly fee. The amount left in your account would be the balance from your previous voucher.
Hope this helps 
Cheers
Hello again,
You don't necessarily have to purchase $20 vouchers every month to use the $10 Talk and Text plan. However, you would have had to purchase an additional amount voucher for your first month. You may or may not have to purchase larger amount vouchers in subsequent months depending on the remaining balance in your account. Since you currently have a balance of $7.91 on your account, you would only have to purchase a $10 voucher for the next couple of months (assuming you don't incur overage charges) since the 75¢ 9-1-1 Emergency Access Fee could be taken from that amount. Once your balance drops to below 75¢, you would then have to add additional funds (on top of the $10 monthly fee) to accommodate the charge.
@Christie_Ivan wrote:...
So the $7.91 balance is from the previous voucher and we are kinda like having $17.91 (after the recent $10 top up) actually in our account now?....
Not exactly. When you added the $10 voucher, your account likely had approximately $8.66 left from your previous balance so your account balance would have been $18.66 -- before monthly charges were taken. Now that your monthly fee has been paid, your account only has the $7.91 ($18.66 - $10.75) balance left. However, since your monthly fee has been paid, you would now have access to included minutes and SMS.
Hope this clarifies
Cheers
Hi @ScarletOhauler,
You are seeing the $10 charges because all pay-per-use prepaid plans were migrated to a $10 talk and text plan. This plan comes with 50 minutes and 50 text messages.
Let me know if you have any other questions.
Thanks for your speedy reply! Much appreciated! 
So, the $10 each month comes off automatically from my balance? Today would have been the expiry date for the voucher I used 30 days ago. Do I have to refill today with another voucher to avoid losing my balance?
Cheers!
The $10 for the plan would be billed every 30 days
In terms of your balance itself, to not lose it you do have to refilling another $10 every 30, from the time the last $10 refill was made.
I hope that helps!
I understand your concern ScarletOhauler. We'll be happy to take a closer look at your account.
PM on the way!
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