Landline Needed For Special Phone for Hearing Impaired Senior

Seeking advise on how to communicate with ATT to get a landline for a special CapTel phone for the hearing impaired. My mother has been upsold for a Uverse Bundle that is useless because Internet service is not provided to her home. Several lengthy phone and chat conversations with ATT agents has resulted in lots of promises but no results.

Almost two months have passed and still no landline. ATT and DirecTV continue to bill her monthly. Today she received a collection notice. The agents are only trained to sell and cannot connect me to a contact, email or any means to resolve what is a minor issue but critical for my mother's well-being.

MORE DETAILED VERSION
On behalf of a tip provided by my mothers's concerned caregiver, a local news reporter just contacted me to broadcast a consumer expose on ATTs refusal to provide a landline to my mother who is in critical need to connect a special phone for the hearing impaired so she can communicate and be safe in her home. Since she is elderly and lives in a remote area, I want her privacy protected and not broadcast over the evening news. Even more importantly, she needs ATT's landline service that I have learned is legally required if requested.

The property has had ATT landline service in the past; however, while in an urban area, the home is located on a higher elevation and was never connected like the rest of the neighborhood. The Internet satellite service and cell phones that are currently used for communication on the property are insufficient to connect the special CapTel Hearing Impaired telephone.

Over 6 weeks ago, an order for a landline was made through ATT's Disability Direct line 1-800-772-3140. Cindy, the ATT agent, insisted on offering a Uverse Bundle as the best option for the home because ATT network upgrades now provided service. Since my mother had no need for DirecTV, she was hesitant to accept; however Cindy insisted that the digital phone service would be better for the special phone and insured that the cost of a Uverse bundle would be significantly less than our satellite Internet, the order was placed.

Understanding that the TV would be streamed, we made objections when the installer arrived with a DirecTv satellite to put up on the roof because of the damage caused to the roof and shingles from a prior satellite installation. Apparently, for reasons I don't understand, we were told that installation was necessary before the phone and Internet installation. Afterwards, he determined that Internet service was not provided to the property so the digital phone service wouldn't function. He left the satellite on the roof and cable that he had stapled throughout the interior of the house.

Now DirecTV won't remove it and are billing her monthly for TV service even though she said she doesn't want it and no receivers were installed in the house to use it. She made a contract with ATT for a Uverse Bundle, not DirecTv. ATT broke the contract because they couldn't fulfill the digital phone service or the Internet portion of the Bundle.

Since then, I've engaged in countless frustrating hours in conversation and chat with ATT agents where I have been assured a landline would be installed; the DirecTV satellite and cable would be removed and any property damages to roof and walls remedied; and DirecTV services would be cancelled.

Also, I was assured that a supervisor would call me in regards to the complaint of being charged for services my mother has not been provided.

Result - no landline installation or satellite/cable removal and no callback. Yet, she has received a few months of billing from both ATT and DirecTV. Today, ATT sent her a collection notice.

She was offered a $100 Visa Card for signing up for a Uverse bundle. I believe it's only fair she is given three $100 gift cards for the inconvenience of being without a way for communication and for the hours lost because ATT agents cannot resolve any issues.