TracFone complaint: Kick the elderly while they already down

We had Tracfon with over 11000 min on it. We bought the yearly $99 card with cash at Walmart every year. We are paid up until Nov with all those min left. We were informed they were going from 3Gto 5 G and phone would have to be replaced
They sent us a new one and now they wont transfer our time or duration of contract to new phone, Because I cant answer their security questions from when I bought the first phone almost 10 yrs ago. Another security question was name of my pet. I never had a pet EVER. I am allergic. I would never have given them a name. For some reason, their e-mail wont come through, yet their Junk spam comes through to same address several times a week. PLEASE help us. We are both elderly and disabled. That phone was use for emergency calls to know which door of hospital to pick me up and medical places. That is why there are so many minutes left. Please help us! Thank You,