Problem with exchange account setup

Hello -
I have a user who is having a particular problem with her iPhone. We had setup an exchange account on the device and it has been working great until this week. Now when she tries to access the exchange email account the phone freezes and eventually boots you to the home screen with no error message.
We are unable to delete the account and re-create it. When we go into the mail account screen we cannot access the exchange account settings, it does the same thing freeze up and return to the home screen. Next we tried reseting the phone back to factory defaults but the exchange account did not reset (everything else did). With no way to delete the account we cannot create a new one.

Sorry, but it is still not clear.
When restoring an iPhone with iTunes, the iPhone is completely erased first followed by the firmware being reinstalled. After the firmware is reinstalled, there are two options. Restore from the iPhone's backup which is selected by default, or as a new iPhone which must be manually selected.
Did you do the latter? If so, this is the first time I have seen this reported - that everything was erased from the iPhone except for a single email account.

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