The AT&T Definition of Zero Minute Wait Time

On April 18th, I contacted AT&T because I have been trying to access HBO GO for two weeks, but each time I try to access it, I receive an error message stating that I do not have HBO as part of my AT&T service/account. This is factually incorrect, as the AT&T rep I spoke with for what could have been well over an hour acknowledged. The rep tried to resolve the issue which apparently is occurring because AT&T has not registered my new account (and the only account that shows up is an old cell phone account which has been cancelled for a while now). The rep told me that I would receive a phone call between 8am and 9am the following morning (4/19). I remember telling her based on my experience as an AT&T customer, that I highly doubt AT&T will actually call me. Unfortunately, as I expected, I did not receive a call from an AT&T customer service yesterday and I still have not received a call from AT&T customer service. Therefore, earlier this evening, I tried using AT&T's online chat support. My initial wait time was 7 minutes, after waiting and waiting, I finally received a notification indicating that my wait time is 0 minutes, so I attempted to correspond with someone, but I did not receive an answer. A few minutes later, I received another notification indicating that my wait time is 0 minutes. I attempted to correspond with a rep once again, but no one responded. I do want to thank AT&T for allowing customers to print a record of their online support chats because I plan on using that as just one of several items of documentation that I have had the unfortunate need to collect in order to demonstrate to a customer service rep (if I ever get the chance to speak with one), the undue burden I have experienced, and the fact that I have not been receiving the full benefit of my bargain (to use contractual terms). I ask that someone from AT&T's SENIOR account team please contact me so I can either resolve this HBO GO issue immediately, or, so I can cancel my account. The truth is that at this point, I would prefer to just cancel my account so that I won't have to deal with AT&T customer service, ever again. Thank you.