Hey Michael, I can certainly help in clearing this up! You were on the free plan as part of our promotion running last October- November. As part of this promotion, you were sent various messages (email, app inbox message, and a push notification) starting on Dec 20 that advised you that you will be billed for the first time on January 2nd. And it looks like when we tried to bill your PayPal account, it was declined.
After your conversation with a chat agent yesterday, you asked that they cancel your subscription, so you may activate it once more using your own pre-paid card. The steps to do that would be here. Simply tap on the "I have an eligible Sprint or TextNow device" and follow the prompts there to pick the plan that you'd like to be on.
Unfortunately, we don't have phone support, so if you need any further assistance, you would have to head back over to our live chat support between 10am-5:30pm EST.