I actually talked to a guy today who used to be a customer service trainer for AT and T. He had some interesting things to say.
First he told me that the company's policy, in his opinion, was to confuse customers until they gave up. Then he told me that when he started, the company was experiencing that 33% of all first time customers canceled their service within a year ... due to just such things.
Color me not surprised.
Still haven't heard from AT and T, but I am now switching service.