Question:
Is the share of her investment gone? Are there anyway to reestablish this ownership?
Thanks a lot.
If your wife doesn't have access to the 12-word phrase, then the bitcoin is gone forever as there is no means to access it.
Any wallet that gives a phrase doesn't give it to some and forgets to give it to others, but the thing is, some people might forget to write down or back up the phrase, which will be the reason they claim it was never given to them.
And I don't think there is anything that the support can do about this, even if they try and reply to you guys, unless they want to prove that they have access to the wallet, which is not supposed to be a non-custodial wallet.
She is in charge of her own wallet protection, and if she is careless with the phrase, then she loses the holdings entirely.