Help/advice for my kids account

We are casual players, they don't get the opportunity to go out and catch pokémon because we have obligations at home for other family members that need medical care 24/7.

We planned earlier this week to make today's special We found two hours to go out and catch pokémon at a park. We met so many nice people out there for the tour today, and my kid and I found a group that asked us to join a raid for a xerneas. My kid was so excited and we won the raid! It's our first time playing with anyone else other than each other and our first time winning a raid of any CP over 40,000. We were so excited to have this opportunity. Except at the last part her phone glitched and she never got to do the catch with xerneas.

I looked online and saw to contact support, to take a screenshot of her journal and ask them to help. They're response was just to give the rate pass back.

This is so incredibly frustrating and disheartening, does the community here have any advice or guidance for what we should do in this case?