TERRIBLE Customer Serivce

I logged on to chat after several attempts to call 800-288-2020 and being on hold for extended periods of time.  I chatted with a "Samuel" from the "Billing" department last week.  I informed Samuel that my promotion was expiring and that I could no longer afford UVerse if I'm going to be charged 200+ for cable and internet. (Time Warner currently has much better deals).  I was paying approx. 140 for U450 and 12Mbs Internet.  Samuel informed me that he could not change my promotion presently because it was not within 7 days of my promo expiration and to chat back 7 days prior to 5/11.  Samuel did PROMISE however that I could continue on my current promotion and he would note my account so I'm placed on the best deal available when I chatted back. 

Today, on 5/6, I chatted and spoke with Anthony.  To my surprise, Anthony stated there was nothing he could do and that I should call Customer Service.  After spending 15+ minutes explaining to Anthony that I tried Customer Service and couldn't get through he transferred me to a "Supervisor" named "Smith".  After waiting another 15 minutes, hoping this would be resolved, Smith told me verbatim, the same exact thing that Anthony told me before.  To call customer service.  He stated that there are "specialized agents" at the 800-288-2020 number that could put me on a promotion which was a cop out because it's simply the General Customer Service line.  I asked several times for cancellation department and both agents refused to give me the details on how to cancel.  The fact that I was PROMISED that I could continue my promo rate from Samuel and later find out that smoke was being blown, I am very disappointed. 

Every time I reach out to Uverse Customer Service it's the same experience.  What are you guys doing over there?  Who are you hiring?  Better yet, do you even teach your agents issue resolution??  It seems that they say whatever it takes to get you off of chat or the phone and never follow through.  200+ dollars is very expensive for cable and internet.  I would LOVE to continue the service because I love it so much, but need to cancel if this can't get worked out.  On top of ALL of this, I've been receiving a message on my DVR daily that says "STOPPED - RECORDING PLAYBACK IS UNAVAILABLE.  MAKE SURE THIS TV RECEIVER AND THE DVR RECEIVER ARE CONNECTED TO THE NETWORK and when I'm rewinding live TV I receive a message daily that says THIS CHANNEL HAS JUMPED TO LIVE TV TO ALLOW TV VIEWING OR RECORDING ON THE DVR RECEIVER and NOTHING IS RECORDING OR BEING PLAYED BACK!!  Please help me.  I've been a loyal customer who has paid on time since I've been with UVerse and I will continue to do so if I could just get some resolution to my issues at least ONCE in awhile.