Ah I get it now, thanks ninebythree.
The reason Izzy's reviews got lost is that she created a duplicate profile and our staff didn't notice this until ninebythree pointed it out. Then we reuinted her with her reviews.
I think the fact she opted out as soon as we did this does show bad faith on her part. It looks like it was no accident she created a duplicate profile
It's a difficult issue this opting in and out one I'm afraid.