Does anyone know what's going on

I had a combined account with internet and uverse that I signed up for and paid for over a year. All of a sudden my bill was over $100 more than the $162 that I had been paying. I called several times and after being bounced around or told by the automated system that there was a high volume of callers and my wait time was ten to fifteen minutes I gave up. My service was disconnected and when I called in after that and finally spoke to someone she told me that the promotion I signed up for had ended but that it wasn't a problem, she could give me the same promotional rate and turn my service back on if I just paid my usual normal bill if $162 so I did and she turned me back on and said my bill would go back to normal. The following month was the same and the month after my bill went up again almost $100. When I called I got the same run around and finally spoke to a rep, a man this time. He said the additional charge was for a reconnection fee and that AT&T was justifiable in charging me this fee even though it was two months after the incident. So I told him to cancel my phone and Internet that I would be taking my business elsewhere, without hesitation he turned my services off and transferred me to the wireless department to do the same. A month goes by I get another call trying to collect and I told the rep about the problem and she said "i can take care of the reconnection fee that's easy" I asked why he didn't just do that? Does he not have the same authority and she said "I don't know but I've worked here for 12 years and I try to take care of our customers". she offered to sign me back up for Internet which was the only service I really needed but since my service had been disconnected she would have to run a credit check... as a result I had to pay a $100 deposit. I'm sure it was because my service had been interrupted twice in the last 6 months through no fault of my own. So she signed me back up, took my deposit and my payment of $162. She said the additional charges would be waved and that I would see that once it was updated. Now I have a collection account that you have submitted against me and collection agency calling me trying to collect payment. I've left several messages for a supervisor to contact me and I've yet to hear from anyone. I pay over $500 per month for phone and Internet and have been for over a year and this is how you treat your loyal customers? What a joke!!