People get their authenticators removed all the time. This is a common occurrence. You might need to be more specific about what issue she’s running into when attempting to prove she’s the account holder.
Unfortunately, no. They would likely have required proof too. They generally need information sent in to claim/prove you (or in this case your wife) is the account hold.
You definitely should NOT put in any tickets. This is for your wife to sort out. You putting in a ticket muddies the issue.