Complaint- Uverse/Home Phone

I want to start with that fact that I have been a loyal AT&T customer for over 10 years. The amount of hassle I have endured over the last month with AT&T is absurd. I had my cable and internet bundled to reduce my monthly bill. The gentleman that was helping me told me that if I bundled cable, internet and home phone for only $1, it would lower my monthly bill. So I decided to go for it. I NEVER had a phone line installed and have never used the phone number. Last month, my bill jumped from $162 to $245. The promotion I had on my account had ended. My first complaint is that AT&T should give a courtesy call to let their customers know when a promotional deal is ending. I called AT&T to see if there were any new promotions and was told there was not. So, I called Direct TV (well aware they are owned by the AT&T) and got a great deal. I called and cancelled AT&T and was told my bill would be prorated. I got a notice in the mail saying my payment did not go through. I called AT&T to see what the issue was. Not only was the bill never prorated the first time I had called, I was also being charged over $31 for a house phone that has never been used. I was on the phone for over an hour and was told 2 different things by 2 employees. No one is on the same page, no one has answers for charges on bills, no one could give me a straight forward answer. Furthermore, no one was listening to how frustrated I was and what I was trying to resolve. Instead, I was being told what they wanted me to hear and tried to justify that they had "explained in great detail what I needed to know." After no luck resolving the bill, I tried to cancel the home phone. I was transferred and the phone line disconnected after an hour on the phone. I called back a day later to resolve the billing issue. The lady I spoke with, Alex, was absolutely wonderful (hire more people like Alex and less people like Ruby from Las Vegas!). Then, the trouble began again. Alex transferred me to cancel the home phone. I get on the line with someone and they tell me they are putting me on hold and instead, I am transferred again! This happened a total of 4 times!!! I was told I was being put on hold and instead was transferred. Finally, I got to speak with someone and he was able to cancel the home phone. I am completely disgusted by how awful the customer service was handled with AT&T. I am a single mom, a teacher, and was just impacted by the hurricane that hit. The very least customer service should provide is excellent customer service. You get out what you put in and as a company, you are falling short.