Hello! @Brad Rogers
Welcome to the LastPass Community.
We deeply sorry for the inconvenience with your son's account. Unfortunately, we are not able to discuss the situation right here, since maybe some personal information needs to be involved. I will create a support ticket for you. Please check your inbox or access your account and go to the support center and look for the case so we can find out what is going on.
Please let me know if you need additional help.
Greetings!
Verlaine | Customer Care
To anyone else affected by this issue, you may file a billing request as a paid or free subscriber by following the specific instructions for each scenario in this support guide.
