My wife frustrated with her account

StokesAlanFrank1

When she gets into her account and goes to family tree it shows nothing but her name, none of her family. She has called Family Search many times to get the account straighted out. They are very nice and they get it working fine with all here records back to the 1600's, but it keeps happening. She is to the point of not doing the work, she is very frustrated and has given up on calling Family Search. The account needs to be straighted out once and for all.

nanaca

we have sent an email requesting the wife's name so her account can be looked at