OK, I have an update...
About a month ago the user contacted thier phone carrier (T-Mobile) and wanted to remove the phone plan. They sent her a new SIM card that has just the BES data plan (she called and got that confirmed). The phone syncing has not worked since. She claims they told her all she needed to do was swap out the card and everything will work fine. When we try to activate her e-mail, It's not even sending the pin # to the Management Console on the BES. Could there be an issue with the pin # in relation to the new SIM card? She had also said there was no new activation process she needed to go through when she got the card...is that correct or am I way off here?