Yes, that turned out to be the issue.

The BB transactions are displayed on a list of ten, with earlier transactions only appearing after a click on "next". So, while $5K had been loaded during the month, only part of that appeared on the top screen. Our error in arithmetic occurred as a result.

BTW, the CRs at both Vanilla and Amex were competent, patient, and willing to help me though I informed them I was calling on behalf of my wife.

DC Bob- right. The VR that was rejected by my wife's BB account loaded successfully to mine.

Thanks to everyone.