| | Re: BES deletes device
That only happens when the device is activated for a different user. We often see that with pool devices that get activated for a different user. The old user that had the device before then appears in BAS without PIN. This is behaviour as designed.
But in your case you say that nothing has been done, no activation etc. So you should go to "Mangage Users" and search for the PIN of her device. See if it is assigned to another user.