Don't worry.

The escalation team is not there to report on other AT&T personnel (unless it is/was something egregiously bad).  They're there to take ownership of ongoing issues for customers, to ensure that there is finally a resolution to problems that have been unsuccessfully handled by multiple attempts with standard customer service avenues.

So, please do not hesitate to contact them, this is their job. You don't want them to feel unneeded do ya.

Be sure to include your name, account number, a phone number where you can be reached, and the best time(s) to call.

Also, please take some time to come back and let us know how it goes, successful or not.

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How can you be in two places at once, when your not anywhere at all?
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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
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“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell