why are you doing this to us

We have had U-Verse with tv and wifi not working properly for over one month. We have scheduled two repair appointments and wasted our time waiting for no one to arrive. We have been billed and forced to pay for services we have not received with threats of complete shut off and more fees. We live in an apartment complex that offers no other providers and agreed to a one year contract so we feel trapped and ripped off. Telephone contact with ATT has led to long hold times multiple transfers from one person to the next and still no help. Why are you doing this to us? Are you allowed to bill for poor services and to make guaranteed appointments and then not arrive with no consequence? What are we supposed to do? I work for my money and value my time and I can't believe this is happening.