I have called, written emails and paper mail, and used the online chat numerous time over the last year and half. None of this has EVER worked for me. Profile pictures for family and individuals, message deletion, phone identification, and correct phone options/features for individuals. They simply do not care in the least. It's either that or they throw away any complaints regarding the web site. 
Every time I call (and I LITERALLY mean every single time), they don't have any record of any of my complaints. It's not like any of these features matter or are that big of a deal, it's the fact they refuse to do anything about it and somehow manage to lose (or trash) trouble tickets.
If they can't take the time to fix minor issues, resolve complaints, or even keep a record of these... what does that say about the service and features that DO matter and ARE a big deal??? I worked technical support for 3 years for a company who's base covered 90% of the midwest (anyone care to take a guess?) I quit because I absolutely could not stand the mentality and ethic that predominated that area of business. The #1 unspoken rule was to ignore the little complaints because customers will eventually just give up but still retain service. It was considered cost in-effective to fix the smaller things and only to go after the larger problems, which theoretically would fix the little issues which more often than not was untrue!
I guarantee AT&T operates in this very same manor as well as Verizon and any other large company you can think of. And for the most part, they're right. Which is why most consumers just give up or don't care. Do you see the cycle here? 
