Very bad experience with customer care. More like calling customer careless

I will attempt to make this as informative and short as possible and to alert AT&amp;T of the quality and&nbsp;substandard service received by their representatives on the phone when called in to rectify an issue the same day of service interruption. Here is my experience from this past Tuesday.&nbsp;<br>I woke up at 5 am, logged into my account through the AT&amp;T app on my phone, scheduled my payment for March 3rd. It showed 2 days left in the billing cycle and I knew it was due. I have done this a few times over the past 7 years. YES, AT LEAST seven years of maintaining a minimum of 4 cell phone lines FOR my family. All smart phones with data. At one time I had five (5) cell phones. One, which belonged to my younger child who had lost it,so he thought. 2 weeks after he lost it he finally told me and we found out it actually was stolen. I called in and reported it. And the representative took care of it. I had explained he was not responsible enough to have his own phone yet and upon my request, he cancelled that line. And also refunded the charges the thief had made. This incident was in December 2012 or January of 2013.&nbsp;<br>To get back to Tuesday,after I hit submit for the payment I clicked on the top button on my phone off and proceeded with my busy work day. Around 2 pm, my daughter calls me at work and informs me our phones are not working. I immediately call customer service to find out what happened. I learned my card was invalid. I had forgotten my bank issued a new one due to the Target identity theft at Christmas.&nbsp;I asked to update my billing information and resolve the issue. The agent explained he could see where I attempted to submit payment, but could not take my current information for billing and schedule the payment as planned. Since my service was already suspended.&nbsp;<br>Excuse me? I explain the issue with the bank card to 3 other agents before I hang up after 20 minutes. My lunch break was over.&nbsp;<br>So moving on, after a 10 hour work/school day, we all return home, I immediately get on my home phone after cooking supper. Expecting to finally resolve this issue.&nbsp;<br>I was transferred twice, the 3 rd representative understood the issue and informed me he was transferring me to the correct department who had the ability to do exactly what I had been trying to achieve since earlier that day. After that nice man, I was on hold 20 minutes!<br>The last man, named Warren so he said, listened my my situation and just kept repeating himself to me. My balance was this, my service had already been suspended, and he could only take a full payment to turn on our phones. He went over each line and their charges without me asking. I new the balance. I also knew there were 2 days left in the billing period. I understand business and service. I have been in retail for 20 plus years. And after 7 years of loyalty to AT&amp;T, I could not understand why this representative refused to take my current billing info and schedule the payment as requested for March 3rd. I was already told the attempt was showing on their end. Oh, the 2 days left on the billing period were "computer generated dates and did not apply to my account" according to him. He also told me I could go to local AT&amp;T retailer and they could "educate me on how to read my bill". At this point I am almost 60 minutes into the call. I asked to speak to his manager and he said I had already spoke to 2 other managers earlier that day and nothing else will be done. "That is what your notes say on your account".<br>And once again,he begins "repeating" my account information and the charges. He brought up the stolen one that was cancelled around January of last year. I told him that line doesn't have any charges because it was cancelled. I was also assured of this at some point in the year 2013 when I requested paper statements. He asked me for the reference number to the phone call from a year ago when I cancelled that line. Also said there are no cancellations on record to that line. Only a suspension. Are you kidding me? Your the one with my account information, you should have the exact date I called in to cancel it and report it stolen. Not to mention who pays $26 a month for a suspended phone for that long?&nbsp;<br>I verified the Samsung Galaxy was the stolen cancelled phone and not the replaced with deductible $100 iphone4. Just to be sure he was looking at the correct phone number. Which was another issue. He said the line for the #xxxx has been $26 a month. At this point in our phone call I am rightfully outraged. But holding in as best as I can seeing I am getting nowhere. And my 3 year old is impatiently watching me.&nbsp;<br>So the way I see it, thanks to this very rude person I now know I am due a credit. Over 69 minutes into a very stressful phone call of which basically achieved nothing more than a very stressful evening I began asking which lines where under contract. Oh, he didn't hesitate with this. I cancelled mine, after being a loyal customer for many, many years. He said within 2 seconds, "ok".<br>I asked for his supervisors name and their bosses name. He refused to give this to me. His excuse was it changes with each phone call. I said Everyone has a boss. And asked for his supervisors name &amp; phone number and still, he refused to give me this information. Only said to call the same "customer care" number I called to get this agent&nbsp;<br>After I told him I would pray he would take this as an opportunity for improving or achieving some sort of customer service skills I hang up. I attempt to log into my account online and I am locked out because MY PHONE NUMBER IS NOT VALID! Oh yeah, he cancelled it.&nbsp;<br>If the executives that represent AT&amp;T had any business sense, they'd apologize, follow up with me on the protocol of such employees that are on payroll and rectify this issue. As long as this message is, trust me, my Tuesday was much longer.&nbsp;<br>

[edited for privacy]