horrible customer service!!!

I have been trying to make changes to my account since late March, early April and have only been met with resistance. I found out that AT&T Uverse is being phased out with AT&T TV which is supposed to be a better and more affordable product for tv service.  I also tried to do this when I saw that it was $40 a month. Why would I pay over $100 for essentially the same services.  When I called (multiple times), I kept being told that I cannot do this and met with rude customer service. The company, AT&T, has the worst and non helpful customer service there is. When ask to speak to a manager, I am told that is not possible. I was told that I would receive a call back, and that never happened.  I was just ignored with my issue with the company.  I was being over charged and best part of all of this is that it was during Covid-19 when places of employment are shut down due to government not allowing places to be open. Here in New Orleans area, we are still in phase 2 with some aspects reverted to phase 1. I have tried repeatedly to get my issue resolved with zero empathy from anyone with the company that I have talked to. Instead what happens is that I am transferred and transferred and transferred repeatedly, which like anyone else would just irritate you. Why is it that no one wants to help you at this company? Where is the loyalty to customers that have had services with this company for 10 plus years? Where is the empathy that this company has to the community it provides services for?