Not Happy With ATT Customer Service.

I have had bad experiences with ATT customer service on almost every call I have made.  This time I was told there was not a CS manager available to speak to customer.  Really? What kind of customer service department doesn't have a manager available to speak to customers?  They kind that has you wait on hold for over 20 minutes and doesn't really care about customer service.  My 88 year old mother had a $60.00 charge for a boxing match on her bill.  I thought it would be a no brainer for a multi-billion dollar corporation to refund $60.00 to an octogenarian who has been a customer for over 20 years; especially since there isn't any history of any previous pay-per-view sports purchase EVER.  I was wrong.  After putting me on hold AGAIN, the rep (who I presume was speaking to a manager) told me ATT would not refund the charge becaue it takes more than one click to order a pay per view sports event.  Not only would the CS rep NOT refund the charge, she told me there were no CS managers available to speak to me when I asked to speak to a manager.  When I told her I had spoken to a manager a few weeks ago, she told me the policy had recently changed.  

Well let me tell you what else is going to change....my mom's TV, internet, home and cell phone provider.  Att has been making over 300 a month off of my mom for all of those services, but no more.  All of that is going to be cancelled because of a $60.00 charge.  ENOUGH of this crap.   Goodbye ATT.  You're stellar customer service has lost a customer.