Crypto and history removed from Binance account?

Hello,

-> I also put in a ticket with Binance but you never know what Reddit says-> No I'm not going to send any details of the account on reddit don't bother to ask

I am writing this for a family member who has had a weird issue with her Binance account. Several months ago a deposit was made and crypto's were purchased and now when she logs in, with the same details as we wrote down when we created the account, there is zero history or funds. As if the acccount was only ever created and then nothing. She used the binance app mostly and the funds were there and she purchased crypto in the actual Binance app. Here is the weird part: she has no confirmation emails and she has two authenticator codes on her phone from binance. The account with zero funds is the first code.

A logical thought would be there is another account but she has one email address that she uses and would not make an account on her own probably.

Any thoughts or advice?

Thanks in advance for your response!

Edit: She does have proof of the deposits on her banking details and they are the same as my own deposits for Binance which means that she did indeed transfer money to Binance...