I had a thought while reading this: what would happen if when the customer service rep answered, your first words were "This call is being recorded and monitored in the event I need to take legal action against <insert company name here> for their fraudulent and deceptive practices?"
Wish i'd thought of that back when I had AT&T. It took me a solid half hour to tell them to get out of my life and stay out. The bill was never right. The fixes were never timely. I don't plan to pay for the garbage that passes for entertainment on tv anytime soon so no more AT&T problems for me.