Update: last week after calling CGC they decided to push through the books they had, and would process the four books they claimed were missing if the were found. They also said they would review video once the person with access is available.
On Tuesday the four missing books were added under a new submission number, and I was charged separate shipping & handling.
Yesterday I called CGC to talk about the charges that I didn't feel were justified and the customer service rep wouldn't talk to me because the account is under my wifes name, despite my name and email address being all over the account notes. I then asked to be transferred to billing since my credit card was charged and she just flat out said 'no' and ultimately hung up on me.
I was obviously furious over this treatment considering the stress the lost books caused in the first place, and on the second attempt at calling in, got a much more reasonable and personable customer service rep who was able to help.
As for the 4 books that were lost and found, I I'll be looking them over very very closely...