This was the reply from the "ELEVATED" customer servoce recommended by many here:

@ms_unicorn or @ATTDmitriyCM, can one of you take a look at this poster's case and see what's up?

Thanks!

Hi @LeahTalley,

We check our peers case, it is being actively worked and we asked for you to be contacted. 

Our apologize for the delay. 

-ATTU-verseCare

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@LeahTalley

I hope you will post with a follow up. AT&T customer service is terrible and most of the time getting any issues resolved requires a Herculean effort.