03-09-2013 07:09 PM
Hi and Welcome to the Community!
Please understand that BlackBerry provides zero front line support to end users for anything whatsoever...all support starts with the carriers, authorized resellers, and authorized service centers, all who can escalate cases into BlackBerry at no charge to the end user. But whoever told you that you needed to directly contact BlackBerry was not (I will be gentle) properly trained...for you have no method (well, no free method) to do so.
Secondly...please understand that this site is not a formal BlackBerry support site. Rather, it is a user-to-user community of volunteers trying to help each other out. But no one here has any access to any of the systems necessary to do anything you require. Only the formal carriers and BlackBerry themselves have access to such systems.
Third...as a public site, you have revealed very personal details in your post...to the entire world. Let us hope, for example, that your PIN has not already been captured by unscrupulous persons who may use it for evil purposes. The mods have been requested to redact it out of your post, but it's been there for several hours already, freely available to the entire Internet-based audience.
Last...and again...whoever you spoke to at your carrier was wrong. If indeed BlackBerry must resolve this issue, then they (your carrier) must escalate your case up to BlackBerry for you. There is no other free method for you to receive any formal support from BlackBerry. This is how the support model works, and all parties are contractually bound to it. So I recommend you ring them up again but, this time, do not let them fob you off so easily.