This is not a contact point for Customer Support. This forum is a player-to-player help desk with Blizzard moderation. The Blues that post here are not GMs and will probably tell you submit a ticket as well. They may be able to see what is going on, but a Game Master would be needed to fully address the account issues as that can’t be handled over the forums.
Reporting a bug will get it in front of the people who can resolve the issue with the website. That would be the website developers, not Customer Support.
Ultimately, we are trying to be helpful here by telling you what you and your wife would need to do in order to get this addressed. That’s the entire point of the Customer Support forum.