My mom lost her entire library of purchases

As the title says my mom randomly lost her whole library of purchased movies (it was a lot) and we cannot figure out how or why. They aren’t hidden purchases or anything, she’s on the right account she has been using for years. We tried apple support and they didn’t have anything to offer except two free rentals which is laughable in the face of how much of her money just went out the window. Does anyone have any ideas? Has anyone else experienced this?