Data Promo Disappeared from Pre-Paid Account

I ported my senior parents over to Telus for their one-year prepaid plan with the data bonus but after the first month, it's completely disappeared from the account and they have no data.

I have tried numerous times to connect with Telus via telephone but their phone tree constantly disconnects me even when selecting the appropriate request (e.g. "Press 1 for English", I press 1, "That's an invalid number, try again later. Goodbye.")

If anyone has help, please help.