I certainly feel your pain, bbarbara1306. It sounds as though we are in very similar situations: We've been open and honest about our intentions, and have followed all of the rules that T-Mobile has repeatedly laid out for us. And then the representatives whose advice we have followed all along are unable to explain why our requests are being denied.
I am sorry to say that even now that I am working with someone from the executive response team that no progress is being made, and I am not receiving the return calls nor outcome that I've been promised. I am trying to be patient, but I can't understand why the delay continues, despite being assured by the executive response specialist that he was resolving the matter for me.