Dear AT&T community, I myself have been a loyal AT&T customer for approximately 10 years. My family has used AT&T consecutively for approximately 20 years. I recently was forced to abruptly cancel my AT&T account, and move elsewhere (ultimately paying more) for services due to severe problems with AT&Ts billing and customer service. I, up until this change, had used AT&Ts cell phone and DSL services. I first started experiencing difficulties with my DSL services. The problems consisted of periodic breaks in service in which the internet would stop working until we turned off our modem and restarted it. We called customer service on several occasions in which they would apply a change in settings on their end. The problem Would briefly get better only to return again. I contacted customer service yet again. They sent a technician to our home who replaced the modem. The problem Continued. The problem Was particularly problematic because without using our AT&T provided MCell we had very poor cell signal as well. The MCell helped, but it did not worn when the internet was down-- which was often. This all cumulated with three separate service calls. The problem did not resolve. One technician suggested switching to AT&T uverse for internet services thinking that that might help. I reluctantly agreed and switched the service. The problem did not resolve. We called once or twice. They suggested sending out a technician yet again, but our lives were getting busy and we decided to just deal with the problems until after our wedding. However, this switch created a problem that I had not anticipated. (I'll get to that in a moment, I have one more thing to report first). About a week to two weeks before my wedding at the end of September, my phone stopped working for making calls and texting. I reached out to AT&Ts help through live chat. Ultimately they suggested taking my phone in for a new SIM card. I went the next day to the local AT&T store who said they would be glad to help me, but they did not have SIM cards for Iphone 5Ss available. So I continued the busy week to two weeks before my wedding without being able to make or receive calls. So, finally, back to the unanticipated problem. When I switched to AT&T uverse from my DSL services, AT&T die combined my bill without informing or asking me if I would like that to happen. So for approximately 5 months, I was making payments that went into my closed AT&T DSL account, and that did not get applied to my uverse or cell services. These payments which equated to approximately $580 dollars had cleared my bank account and so I had assumed that my payments had cleared. I received a call on September 19th (my birthday and the day before my wedding) informing me that my wireless services were about to be disconnected from lack of payment. I didn't understand, how could this be when payments were clearing my bank account? I talked to the agent and trusted that he would take care of things for me. We discovered the problem was that the payments had stopped when my bills were decombined. He assumed that the problem was that the money was probably only being applied to my uverse account. He was unable to see my uverse account to he transferred me to someone from the uverse section. This person informed Me that my bills were greatly overdue and that my uverse services were also in danger of being disconnected! How could this be $580 had cleared my bank account and went to AT&T. I asked them to look under my DSL account that had been long disconnected when I switched to Uverse. This technician informed me that they were not able to see this account and transferred me to DSL. I told this technician the story (again) and they said that they would need my DSL account number. I was out of state getting ready for my wedding. I didn't not have the number to an account that had been disconnected for months. I had to get stern with the agent who transferred me yet again to another representative. I told my story (again) and this representative looked up the account and informed me that I did have a large balance on my old DSL account that had been disconnected. This is where my money was going! Great. I asked them to apply this to the accounts that it was intended to go to. The agent informed me that he could issue me a refund check, but could not apply this to the other accounts because he could not see them. I informed him that this was not sufficient because my other accounts were not in danger of being disconnected. I asked him to connect me to someone who could see all of the accounts. I was told that there was no one who could see all of the accounts. I stated firmly that there had to be someone in the agency that could see all accounts and could fix this. The agent informed me he would make sure the issue was resolved. I thought it was. Until while I was on my honeymoon in Hawaii, my phone service shut down! I borrowed a phone and explained this issue and that it should have been taken care of. The agent fought me on it until I got so frustrated I asked to cancel my account. They transferred my call to an agent who specializes in retaining accounts. This person agin could not get the money I had paid into the accounts that it was intended, but did clear my past due balances so that My phone could be re-activated. It was. When I returned from Hawaii I contacted AT&T again through live chat( I've historically had better success with them than the phone agents). Also, my phone could not make or receive calls from my house. I again explained all that had happened. I talked to 4 different agents. Ultimately the issue was never resolved. I ended up canceling all of my AT&T services and switching to other (more expensive) providers. Now I am getting billed for canceling my services early! I can't even pay it because not being able to pay AT&T is what caused these problems, and ultimately me as a customer in the long term. AT&T please help. This level of poor customer service is completely unacceptable and frankly disappointing to someone who had previously been very content with your services. Thank you for your help and hearing my story. --Elisa