Had the same thing with my wife and Orange, offered a free upgrade. Promised
that it was the same number and account, turned out to be a new number and account.
It took 8 months, hours of phone calls, wifes other phone frozen every month, due to none payment
of that bill. Several letters to sort it out. Eventually succeeded, and got to keep the phone.
Until it is raised to management status, ie not the T**t you originally speak to, they have a
written script to work through, and will lie to keep you happy on the phone,. You will get
nowhere, T mobile are the only ones who can help, they have the clout to put the resellers
in their place, the question is will they!