Left in the dark

Day before yesterday I requested a replacement dvr receiver for one that had stopped working. This has happened numerous times. I troubleshoot using the app and it determines that the device needs to be replaced and sends a new one to me. Then I send the old one back via UPS. Tris time the app didn't function so I contacted ATT live chat who completed the troubleshooting for me. She then ordered a new receiver to be sent to me. And then I received an email that due to the change in service my bill would be increasing. I did not change the service. I did not add a receiver. I simply am replacing a defective piece of equipment with a new one. So the bill should remain the same.


I sent PM and received one response early on the 19th but nothing since. I have been left in the dark with this situation hanging over me. I really don't want to cancel my U-verse but I cannot pay an extra $60/month "just because" your employee screwed up the billing. I need an open line of communication with someone who can remedy the situation.