Why can't ATT give me a written summary of my order's terms?

Hello Everyone.

I recently placed an order for u-verse internet.  I was told that the $49 activation fee would be waived and that I would be offered a $100 Visa debit card.  I was pleased and asked the representative to email me a written summary of what we had agreed on.  She said she would. 

But, I received no email.  I called back and was assured that the representative's supervisor would be contacted and that I would receive the email I requested.  Nothing happened. 

I called a third time.  They had no record of the activation fee being waived and the $100 visa card!  However, they said they would honor both.  That representative tried to send me an email.  (They didn't even have an email on file despite my giving it to the person who took my order.)   The email did not reflect what we had agreed on.  She tried to send me a revised customer service summary.  It never arrived.  I have wasted hours on this and feel very frustrated.

Are there any other options to get an accurate customer service record?  I'm inclined to simply call ATT and cancel the order and go with Comcast.  Why should I do business with a company that makes empty promises?

Thanks,

rhz