Disabling auto renew failed to pause account

I have 2 phones in a group, I wanted to pause one of the plans as the owner was out of the country for 4 months. So I followed the instruction and about 3 weeks prior to the new billing cycle I set the auto renew to disabled. However the billing still occurred. The web chat is never operational and there doesn’t seem to be a customer service number. Any ideas please as to how I can contact smarty to put this right?

thanks

mark