Overall score doesn't match up with raw score???

My friend just got her delayed May scores back and her writing section score is way off. In the detailed score report it says she got 12 wrong, 1 omit and an 11 essay which would mean anywhere between a 610 and 640 yet she got a 480? she also didn’t have a suspicious increase since I’ve seen many people increase their scores by a 100 points (from a 520 last December). What is the next step does she call the College Board, order the QAS or is their a specific procedure for this sort of thing, and does it happen a lot?

She can call CB and discuss with them about that. It’s the first time I heard that but not sure if anyone here had the same problem.