They have my sympathy.
The rules around the English Language Test were thrown into chaos and UKVI did nothing to explain and clarify. In fact their inaction caused lots of heartache and expense to many.

We have all sorts of stories on here about which way to go or not.

She's here already, she's genuine. If UKVI did not so far give her a chance to secure the correct English Language Test certificate what's wrong with doing that now.

My 2 centavos worth