Lost all the minutes, texts & service after migration

[aibudo]

Lost all of the minutes, texts and service after the mandated migration. Over 4000 minutes and more in regard to texts of which were never used on this Alcotel phone for the years that we have had it. Purchased a year of service on the 7th of August 2022, purchase date showing 8th of August and bank card charged 9th August 2022. Contacted agent 3 times and was told by the 3rd agent that the system shows 0 minutes, 0 texts and no service (showed serviced expired on the date of the migration) and they cannot add them back. The 2nd agent that I talked to before the migration was completed said that she showed the proper number of minutes and texts to transfer. I didn't write them down but they sounded right. Sent letter to the Executive Resolution Department and haven't received a response. We have a copy of the purchase order with the order ID 1613646346.