Why does AT&T Claim to care about it's customers but it really does not?

AT&T cares nothing about its customers, including its loyal customers. I have been with them  from January 2008 until now, subscribing to AT&T U Verse. Earlier this month  I decided to try the new AT&T TV with the hopes of minimizing my bill because what I was paying for U Verse and Internet was ridiculous, but I liked the service so I stuck with them. After I received the AT&T TV equipment I received an email that stated;  they were reaching out to remind me that my AT&T Uverse service was ending on Jan 22, 2021 and if I wanted to continue with my service for any reason to call (800)288-2020 before that date. Well after only a few days of watching the AT&T TV app from my firestick my Mom and I realized they were missing all the Christian channels that my Mother enjoys watching. Which does not make a lot of sense considering they carry them on both their U Verse and Direct TV Packages. I had not opened the new boxes yet because my Mother wanted to finish watching her recordings before we switched so I figured that was a good thing I would just mail them back their equipment and keep things the way they were and they could keep their  AT&T TV we found out it was not for us. So I called on Jan 18,2021 5 days before the necessary cut off period and spoke with a representative named Akeem. I explained the situation, let him know I would be keeping UVerse and I was sending back their boxes, he said no problem and he was sorry things didn't work out. Everything is taken care of right? Oh was I wrong. The morning of Jan 22, 2021 comes and Surprise!Surprise!Surprise! Although the U Verse boxes were plugged in just like they had been all the time the service had been cut off. So begins my journey of spending the whole day on the phone with not 1,2,3,4,5,6 but 7 different representatives probably from members claiming to be customer service representatives down to members of the janitorial staff. First of all, I was told there was no record of the phone call I placed on 1/18/2021, no kidding. I was told about 3 different times by 3 different customer service agents that they would have to go into my account and cancel my AT&T TV subscription which should already have been done, and then I was sent 3 different emails with 3 different return labels for a box I never opened, all this before they could restore my AT&T U Verse which should have only required them sending a signal to my boxes like they have done countless times before when the signal went out. I guess it is clear to say none of these people are getting postcards from NASA wishing they were there instead. Then after all that was done I was told by 3 different customer service representatives that since AT&T U Verse no longer existed for new customers and only customers who currently had it were able to keep it; which was the case for me up until that morning. So now you are telling me I cannot have AT&T Uverse back despite having it just that morning and you have cancelled my AT&T TV as well.  So I have no cable at all at this point but you had no problem taking my payment for AT&T U Verse this month and you have already billed me for next month as well. It is unfortunate that your television service is so good but your business practices are something that belongs at the bottom of a toilet. WOW! There were so many things I wanted to say to them but I realize it is not those mindless robots' fault. This issue comes straight from the top. So instead of being fake and giving positive feedback to whoever with AT&T makes these ignorant decisions may you spontaneously combust and go to a place you are sure to end up treating people the way you do.