How to stop Double Billing

I'll make this a short as possible. In Dec. 2017 I called AT&T to pay on my husband’s watch account, when I decided to participate in the bogo switch offer for Christmas. We had been T-Mobile customers for 20 years and I regret my decision every day since. The account at the time only had 1 line for his watch. I added 6 more lines. 2 of the lines were to be ported over from T-Mobile, then 4 new numbers for my kids. And here we go… There was a problem with the port and Josh my friendly AT&T sales rep decided to push the order of the phones through before he solved the problem with the port. So without my knowledge or approval Josh added a 7th line to my account and attached an installment plan to it. Ok move it…No you can’t apparently, so I began calling every month to get credits on my extra line that I do not want did not ask for and should not have to pay for but I do every month. I have been told if I move anything I lose my BOGO offer. SO I call  every month and explain the extra line every month and let me tell you calling AT&T is no quick task. Then on June 15th 2018 someone finally had a solution. By this time I have talked to countless people spent more hours than I care to count, so I am thrilled. In her attempt to switch or move the installment plan from one line to another she just added a brand new installment plan for the phone I am already paying on to my account. The IMEI number for both installments are the same but the amount owed for the new one was $ 900 and the installment that I have already paid down, still there!. I realize this immediately. I call back get someone else on the phone who assures me she has removed it. No, no she didn’t’ No!!!! The only thing she removed was our international calling service and my husband works out of the country. This I didn’t realize until I returned from being out of the country with him and the amount owed hit. On November 1st I had a zero balance owed no bills due. On Dec 3rd my service was disconnected due the amount owed not the length of time it had been owed.  REALLY!!!! OVER $ 2,000 dollars in usage charges on top of the extra line I have paid for, for a year and the new installment on my account I am being charged for that has been 6 and months now. Every time I report an issue to someone they add another. I have paid and paid and paid because I loose service if I don’t. I have followed AT&T’s system of problem management and solving to only realize it is one big scam. You report the issue to someone who surely enough sympathizes with you but can only offer to make a case on your behalf. And send this case to the secret people in the back office somewhere that nobody can speak to. These mystery people then ALWAYS have questions but never call me. Their interpretation of the problem is dependent of course on whatever the agent felt like typing or maybe how rude I may have been and yes I am so mad but I have also been so nice my tongue bled...

It is now Dec. 6, 2018. Every case submitted for the last year has been closed due to insufficient notes. It is one big run around. I can’t cancel unless I eat the cancelation fines and still owe for my phone twice and can’t take the dam phones I haven’t even paid off yet anywhere else anyway.

Your system is so obviously in place for AT&T and not the customer!!