Very Disappointed - Lost rewards

I posted a message about lost rewards and a Telus representative sent me a PM with a link to confirm identity. Whenever I click on the link it says it cannot verify my account but I'm still in line for a response and to please return to the social channel and wait for a representative to respond. What does this even mean? Return to where? Wait for a response?   I've replied to the message twice and haven't received a response.