I've had a similar experience. Do you know if your wife had the...

I've had a similar experience. Do you know if your wife had the correct address assigned to her CHESS account? If not, her letter may have been sent to a previous address. Personally, I wouldn't bother calling Computershare at all. They're outsourcing their call centre to the Philippines and they are hopeless to say the least. I have had success communicating to Computershare in writing. Express post gets your letter to the states overnight and they will respond via email if you instruct them to do so. It is still frustrating and the process is ongoing, but at least there is an open dialogue. And yes, they can actually locate my account unlike the call centre operators...