Just to touch on this a bit, Suncoast. We don’t accept screenshots as evidence. If she provides a timeframe when that chat happened we will look into it, but these reports tend to be fairly time-sensitive. Any inappropriate chat really should have been reported at the time it was said so I would encourage her doing so going forward.
Faction change and/or Transferring a character between realms effectively deletes the character, so the character is automatically removed from any guild association or friend lists (this does not remove them from BattleTag/RealID lists, she’ll need to unfriend them from her list if they are there).
That said, there are sites that do try to track characters, to varying degrees of success. We don’t have any jurisdiction over those.
To touch on what hasn’t been asked, but really is at the heart of it. While World of Warcraft is a social game, if certain lines are crossed, we want to make sure that they can be addressed. If your wife is being harassed, it is important that it be reported as such.
If it is inappropriate content, she needs to use the right-click report option to report it. She should also place those characters on ignore (which will ignore all characters on their account). If they are somehow circumventing the ignore system to continue to contact and harass them she’ll want to submit a ticket using the “Ongoing harassment” category. This allows us to start establishing a pattern of behavior that can come with fairly severe consequences if that behavior is not stopped.
I cover a good deal of the ins and outs of reporting and ongoing harassment here: Spotlight On: Harassment
I hope this helps. 