Getting the run-around with final bill waiver

Called AT&T in Oct 2023 to see about landline porting process for my mother's retirement house. Sure, we can do that, here's the service. Service tech no show. Comes out 2 days later after I call. Can't setup the landline and port the number after all. Never should have sold you the service. Call back, CS Rep apologizes for the incorrect sale and enters ticket to cancel service and have fees waived.

November brings bill that initial fees are due. Um, no they were waived, per CS. Call again, Rep says the cancellation hasn't been processed but once it does, the final bill will show the waived fees.

December brings ANOTHER bill. Call again. Rep cannot help me, sends me to Billing, who also can't help me, sends me to the Cancellation dept. A very nice Rep looks at the initial request to cancel and waive fees, but the cancellation order errored and had to have a Supervisor push it through. Again, once final bill arrives, fees will be waived.

January rolls around and ANOTHER bill with no waived fees. Now telling an old lady that she's being sent to collections. Called again, cannot help me so sent me to the Final Billing phone number. She doesn't have authority to waive fees, but a Supervisor will call me back to take care of that. Couple days go by, nothing.

Called back to Final Billing and no record that I called the other day, no record on ANY ticket that fees were to be waived. Lost it of course. No Supervisor available to talk to, even if wait. Leave name and number on ticket, and still no call. Called back, still no return call.

One, the inability to 'find' the correct department through the phone system is awful. Reps with no ability to resolve issues on their own is terrible CS. Reps that cannot log tickets with pertinent information is frustrating as all get out. The billing system is terrible as I was told that they don't waive fees. Well, you sold something that cannot be setup so figure it out. You're not getting money from us for services that you cannot provide. And STOP having your Reps try to sell additional services on EVERY single call. Highly inappropriate in some instances. Make some exceptions for those of us having issues. I don't want to hear some long-winded upgrade option I don't want when you can't give me what I wanted in the first place.