Welcome! This forum has a treasure trove of great info – Scouters helping Scouters! Just a heads up, though - all content, information, and opinions shared on this forum are those of the author, not the BSA.
Please contact the local council and ask them to use their Registrar Tools to look up their child (or children). In the “Relationships” tab / section, the users should only be listed as parent under their primary member ID (MID) number. They should be removed if listed as parent under any other MIDs. This will help to prevent future issues, such as the creation of duplicate Scoutbook accounts.