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Since it doesn't appear that she got a straight answer on the "standby ballot" here is the deal.
Because her name was not on their list, and she was voting in the wrong district (even if it was a mistake) they LEGALLY are unable to accomodate her. Instead, she votes via what they refer to as a "standby ballot."
At a future date (likely a few weeks) they will determine whether or not she is an eligible voter, if she is, then they will count her vote. If she's ineligible, they won't count it. It's that simple.
It does sound like she did get mistreated, and she should report it, along with a description of those unwilling to assist her.
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