Transfer of Services for the deceased

My name is Angel B . My fiancé Logan W and I have been loyal ATT&T Uverse customer for many years. Tragically, I lost my fiancé Logan on October 20th and my life has been completely flipped upside down. Amidst the planning of his funeral services and dealing with the day to day sadness of losing the love of my life, I have been passed on the burden of the logistics of switching accounts, car, phone, and home responsibilities. I am writing this letter to express the disgust and horrible treatment I received from Uverse customer service employees while trying to handle the situation of switching my deceased fiance's account to my own ATT Uverse account as I am a loyal customer.

This morning I awoke to see my AT&T Uverse account was shut off due to non payment. The Uverse bill was in my deceased fiancé's name. My first call to AT&T this morning was around 9am. I was told that this would be an easy fix, and that all I needed to do was complete a transfer of responsibility in which the account would transfer from his name to mine. I was distinctly told that the outstanding balance would be waived, as it was his financial responsibility not mine. This was clearly stated by the representative that my service would be reinstated into my name and I would not be responsibility for any previous phone bills of Logan's. The rep made is very clear that I would not be responsible for HIS outstanding balance and that the transfer of responsibilities was solely to get the account into my name. I feel that I was very misled and now I am facing the risk that this outstanding bill will be reported to the credit bureaus and will unfairly destroy my credit score. 

After being transferred at least 7 times to multiple different departments, it is almost 1:00 PM and I have gotten nowhere. After being disconnected multiple times and having to start over from scratch multiple times I am now being told that I now would be responsible for Logan's past due balance of over $800. After pleading and crying with the customer loyalty department and the finance department I was told that I am now responsible for his debts and my service will not be turned back on until the past due balance is paid. I do not understand why I am being passed the financial responsibility of the account when he and I were never married? I also don’t understand how I was tricked into thinking that this past due balance would be waived when it cannot be. I was told that I cannot even cancel the services without being reported to the credit bureaus. I was misled by AT&T customer loyalty and this is not fair to me given my situation. I encourage you to review all phone customer service phone records of my account on the morning of December 8th 2017 to show that I was misled into an account transfer.

I am heartbroken and disappointed that AT&T is willing to treat its loyal customers this way. I found it ironic that the worst service I received was from the customer loyalty department. Each employee was unconcerned with my situation and would not allow me to speak to  a manager or escalate the situation to find a resolution. All I heard over and over again  I find it baffling that AT&T is willing to lose a loyal customer who has already been through so much for $800. I will gladly contact a competitor and utilize their cable and internet services if this is not resolved. I will also make sure to share my story about the way I was treated by careless AT&T employees who have no regard for the hardship I am enduring through this most difficult time. It is a shame to see how companies care more about its profits than the heartbreaking circumstances of its customers that are out of their control. I refuse to believe that there is nothing that can be done here. I would like to be contacted by someone from ATT&T to help me resolve this matter immediately. [edited for privacy – please do not post personal information]