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Is the Bold a Verizon phone?  Did his company configure the phone for his use?  There may be restrictions due to that; can he contact his company rep to see if it's set up to work differently?

A workaround for adding a contact from the received calls would be to add it manually - which I'm sure you've figured out.  I'm not sure why that functionality would be removed though.

Has he set up his voicemail on the BB?  Call *86 and follow the prompts to set it up.  If he has already set it up, make sure call forwarding is NOT set up...   and if this doens't seem to be the case, call customer service (*611 from the phone or 800-922-0204 from any phone) to see if there is an issue with his voice mailbox on Verizon's end.

Enabling Call Forwarding - Device

Immediate Call Forwarding

1. Dial *72 then the 10-digit phone number.
2. Press Send then wait for confirmation beeps/message.

Conditional Call Forwarding (no answer)

1. Dial *71 then the 10-digit phone number.
2. Press Send then wait for confirmation beeps/message.

Disabling Call Forwarding - Device

1. To turn off Call Forwarding, dial *73.
2. Press Send and wait for confirmation beeps/message.
3. To ensure Busy Transfer is off, dial *900.
4. Press Send and wait for confirmation beeps/message.
5. To ensure No-Answer-Transfer Call Forwarding is off, dial *920.
6. Press Send and wait for confirmation beeps/message.