If your wife is on a BES (company server), then the company Admin may have activated the peer-to-peer key feature which essentially prevents your wife's BBM from communicating with other BBM outside the corporate server. If that's the case, then the company Admin would have to deactivate it.
If she's not on a BES, then maybe the contact info is "corrupted". Try removing the contact and adding it back, do not restore from a backup. Also if you do try wiping again, try adding one of the "troublesome" contacts BEFORE you do any restore to see if it will work then. If it works then it could be an issue with your data restore, and you would probably have to manually add back your contacts to work around the "corruption".
That's what I've got so far. Hope it helps or at least gives you some ideas.
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