There are also certain things that will trigger a save to occur, as well as things that will prevent a save from occurring. For example, if you go into an instance, the character is saved when you enter (and I think when you exit) the instance but not while you are in the instance. Logging out of the game should have triggered a character save.
Do they play on more than one server and have the same character on more than one server? If so did they log into the correct server? Did he transfer the level 90 to Bullroarer and level up on there? If so that would not affect the character on the live server (in that case the one on Bullroarer is still level 92 and the one on live is still 90).
"Everyone's got one. Better to be a smart one than a dumb one." - me
"It's people like you that [I]think[/I] you know everything that give those of us that [I]do[/I] a bad name." - me
"Eat, drink, and be Merry, 'cause Pippin was a fool of a Took."