Oh wow, mharris02 -- first off, I'm so sorry to read about your loss. Secondly, it stinks to hear that when you're going through what is already a tough time, we may have added to that stress.
When we complete a change of responsibility, we are often able to initiate the transfer of an equipment installment plan from its original account to the new account where your phone line has moved. The new account has to be the kind that allows for EIPs and have enough equipment credit available to accept the balance, and the new account holder also needs to complete an e-signature (basically sign the agreement via email) to accept financial responsibility for the remaining balance owned on the phone installment plan. It sounds like you signed for the EIP via email and received a confirmation, so I'm super confused regarding which portion of your transfer wasn't complete!
We absolutely want to make sure that we get you answers and make sure that you do feel like you're being taken care of. I'm not sure where the ball was dropped before, but for stellar account support online I highly recommend working with our T-Force team. They're our support teams on Twitter and Facebook, and in those channels we have a secure platform to verify your account. We can take a look at your account, your grandma's account where your line was moved from, and see which plans transferred and figure out what's happening now. Just contact us via Message on Facebook here: https://www.facebook.com/TMobile or via DM on Twitter here: T-Mobile (@TMobile) | Twitter and we'll get to the bottom of this!