Move Order Complications with U-Verse

I was transferring existing internet and u-Verse services between locations because of a household move.  The technician comes out and gets the internet operational, but he struggles trying to activate the u-Verse set-top boxes.  After over an hour of rebooting and retrying, he learns that the person who entered the move order didn’t transfer the boxes with the order.  In other words, the services were transferred, but the serial numbers for the equipment were not…and thereby incapable of being activated.  The technician explained to me that U-verse was no longer being offered as a service to new customers, but people like myself who already had the service in place could continue using it if they wanted.  However, since my equipment had been removed from the system, it wasn’t possible to reestablish the boxes again and activate them for service.  His recommendation was to sign up for DirecTV Stream instead and cancel U-verse off my account.  That was acceptable to me, as I wasn’t a fan of all the boxes anyway.  

So, I get DirecTV Stream up and running and get the boxes ready to return….however, another technician shows up later that week to “complete” the move order.  I explain that the order is finished and that we have just changed TV services from U-verse over to DirecTV stream.  However, I get told that since my original boxes were never activated in their system (something I was told was impossible to do), my order hasn’t been closed out.  And since it hasn’t been closed out, it  still shows that I’m using (and paying for) U-verse.

Since that explanation, I have been on two separate phone calls (for over 3 hours) with AT&T customer service representatives merely trying to get them to “close” the original move order and remove U-verse from my account.  The ticket has been supposedly elevated numerous times, yet the phone call always ends with a promise that they believe they have it fixed, yet I should login to my myAT&T account later to verify the services have been removed.  Sure enough, it still shows that I have the service on my account.  

I’m a pretty patient and understanding person and do appreciate that the representatives I have spoken to thus far have been very friendly and apologetic….but how hard is it to literally close a ticket and update a listing of services for an account?  A  move is stressful enough that I don’t really want to spend over 3 hours on the phone waiting for someone to give me a non-reassuring confirmation that they “think” it’s been resolved but I better double check to make sure…and then when I check, of course it’s messed up and I’m back at square one.

Does anyone have any suggestions on how to resolve this without me spending the rest of the week on the phone?

Thanks