not informed new phone does not use BIS

I upgraded from a BB curve to the Z3, only after the upgrade I was informed I would have to sit swap to use the new handset.which game could not do. Went home and started using the phone. This morning I cannot access Internet. Checked and all my airtime is used up.called customer care and for the first time was told the Z3 does not use BIS.last upgrade was similar issues..... customer care cannot help and now I will have to go back to the same store that didn't give me service the previous day......