Wife went back. Simply talked to a different person than she did last time. This person was most helpful and my Beloved Bride had no problem getting what she needed done and having the card corrected and issued.
Evidently it is well known that the other “Lady” at the other window is a colossal asshole.
Update: She is now officially a resident of North Carolina. Legal to drive again… Also at the same time, my Twins are now have their Learner’s Permits. This explains why all three are suspiciously absent and are not answering calls. Fly, my free birds, fly!