Unfortunately in this kind of cases more technical you get and try explain things, more they think that you have something to do with it. If you still want to

Unfortunately in this kind of cases more technical you get and try explain things, more they think that you have something to do with it. If you still want to try to convince her, then ask her to check the same information from any of her friends devices or any other device, so she can confirm that your name can be seen in all of them. This is simple enough that she can do herself. If I would you, I would just forward the email to Instagram support.