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Great questions! Depending on where the calls and texts are being made through, they may or may not appear as usage on the account. iMessage is all data and not using network itself. There are also third party calling apps someone can use rather than network calling. Do you know if they are using the standard dialer to make calls, or are they making calls through all data powered apps?
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Were you able to get this sorted out? Please let us know if you still need some help. Thanks.