Can't change website URL - not an "official" website?

Question

We are working with a client who recently changed her domain. She is having trouble replacing her old website with her new one on her Google Business Profile ("not approved" error)
She has had multiple exchanges with GBP support where they have told her the following:
Her website is not an “official website” and to pick something else. 
They claimed this was because she didn't have contact information on her site.
She has her name and email address on the site
Her email is in her footer
Her old contact page is redirecting to her new contact page
They wrapped up by telling her that she needed to reach out to her webmaster and create an official website.
For privacy, I have put the business information (name, URL, GBP URL, Case ID) in this Google doc: https://docs.google.com/document/d/1JpWpJVlDwLfTrpMONTSaX5JrmX3JT1Y0uG_-LzRsYNI/edit?usp=sharing
Action we have taken:
Google Search Console is set up, new site is indexed
Change of Address submitted and in progress
Has anyone seen this issue before? Any idea what we can do to get this fixed?