Since it doesn't sound like it's going onto the network you probably can't send the "erase data and disable handheld command to the device from the BES.
Download JL_CMDER from:
http://www.blackberryforums.com/gene...-jl_cmder.html
This utility will allow you to cable up via USB and wipe the device down, including its OS. When it's done, you'll need to download the device OS and user Desktop Manager to reload the device OS and then reactivate it.
I'd remove any backed up phone logs from the user's BES account or remove/reinstate the account before the reactivation so you don't wind up in the same shoes post reactivation.
It's a heavy hit, but at least it will get the device working again.