AT&T Kept saying they did it, but never did ... 8 times Nationwide

My mother is 89 years old and no longer in need of unlimited long distance.  Time to reduce cost and simplify to a Local Calling plan.

Over a four month period, 8 change orders show up on the AT&T web site for my Mom's account.  (I have them printed out) All say completion date is the date they were entered on the system.  Each AT&T person I talked to by phone or web chat said the change was done, then confirmed it wasn't, then assured me it now is done.  Every One of Them.

In the 6 total hours I spent on the phone, I heard everything from "We can't do that" to variations on pricing, and, of course, "It's done".

Meanwhile, they kept billing at the higher rate and eventually told me the account was overdue.  I got them to do credits, but could not get the actual changes made.  I think it now is, maybe, finally done.  But, will believe it only after the next bill.  I am exploring other phone options for my Mom, but more difficult in her location in Southeast Kansas.

This is supposed to be a cutting edge tech company and, of course, in the service industry, but AT&T does not seem to have a handle on either Tech or Service.  Who knows what they will do to Dish satellite service when they buy it.