CUSTOMER SERVICE HELP FOR UVERSE ACCOUNT!!

My dad is 84 years old that has had an AT&T cell Phone and AT&T Direct TV Account (just realized it's a Uverse account that he's never heard of).  These accounts were set up under his wife's email address, HOWEVER, the billing has always been charged to my dad's debit card which is tied to his bank account and it has always been set up on auto-pay.  I just want to point out that I am his daughter who helps with all of his bills and I have POA to assist in all his needs.  

He is now DIVORCED from his wife.  

Few months back, as bills were being separated, we requested that the ex-wife's email be removed and changed to his email address.  After AT&T verified his identity, they were able to remove and change it to his correct email address.  What we recently discovered is when we requested that his ex-wife's email be changed to his, that they only corrected the AT&T cell phone account and NOT the Uverse Account. 

This is what happened:

1) He had to cancel his debit card because it was lost. This card was tied to the Uverse Account which was on auto-pay.

2) He received an email about his Uverse account saying "A problem occurred while processing your Auto-Payment" and the email provided a link to log in. 

3) When trying to log in to the Uverse acct, it directed him to the cell phone account - not the Uverse account! 

4) He called customer service and wanted to know why he can't view his Uverse account online.

5) Customer service told him he cannot help him because the account is past due and he will need to pay it on the phone first.

6) We told customer service that we'd like to view the account online first before paying and need to know how to get access.  He said the only thing he can do is send an email to the address on file on how to re-set the password.

7) We told customer service we do not want to reset it and can log in okay, but need to understand why we can only view cell charges, but can't see the Uverse account.

8) Customer service said they cannot help, because the account is past due and can only send an email on how to reset the password.  We left the conversation helpless and without a resolution.  

9) We logged in again into his AT&T account and realized that his Uverse is probably not tied to his AT&T cell account, so we attempted to combine his Uverse Account.  

In the process it asks for the Uverse user ID and password.  We don't think we ever had a password or ID, so we select "Add an account that's not yet registered online" > select Uverse > enter Uverse account number and zip code > continue.   It says account already registered so we select "Request access to let account owner know" and entered my dad's email address.  NOTHING COMES IN HIS EMAIL!?!?

10) We attempted the process again, but instead selected "Forgot User ID" > select Forgot contact email and entered "Uverse account number and zip code".  What came back is "User ID sent: We sent your ID to [email scrubbed]".  This is NOT my dad's email address and realize that the aol.com EMAIL ADDRESS IS HIS EX-WIFES!!  

11) My dad tried calling AT&T Uverse and customer service told him they cannot help him and transferred him to another number where he got the automated recording.  

12) This is so frustrating because we cannot seem to get a hold of a LIVE PERSON that is capable of helping out my 84 year old dad!!

13) We do not want to pay this bill over the phone with the rep because my dad is afraid his ex-wife is controlling this account and using his services on his dime!  

14) CUSTOMER SERVICE WE NEED SOMEONE TO HELP US RESOLVE THIS ISSUE SO I CAN HELP MY DAD GET ONLINE ACCESS, UPDATE THE PAYMENT METHOD, AND REMOVE HIS EX-WIFES EMAIL ADDRESS. 

15) IF THIS DOESN'T GET RESOLUTION, WE WILL BE FORCED TO CALL CUSTOMER SERVICE TO JUST CANCEL THE ENTIRE UVERSE SERVICE.  

I am hoping someone can please escalate this.  It's frustrating to call in to just get a customer service rep to transfer us to the automated line.  My dad can verify all necessary information to proof that this is his account.