Cannot reset 'att.net' email password
I have AAT U-verse TV, Internet, and Phone service. I have used the same 'att.net' account for over 15 years. I was able to sign in on Dec 24th, but on Dec 25th my password for the last 10 months did not work. My account was locked and I was directed to call 800-288-2020. After an hour on the phone with a rep, he concluded that he could not change the password for the 'att.net' email over the phone, but would have someone contact me at an alternative email or phone/text - which never happened.
I have access to my ATT service through my User ID ('sbcglobal.net') and so can see my billing, profile, security questions, etc, including my account email ('att.net'). On Dec 30th, when I attempted to change the password on that site, it would only change the User ID password. When I tried to use the User ID password with my 'att.net' email, the account was locked and I was directed to call the Digital Assistance Center at 877-312-5553. After a lengthy wait/conversation, the rep again told me that he could not reset the password over the phone; he gave me a case number and told me that someone from the "back office team" would contact me (I provided an alt email and a phone/text number). I have yet to hear from anyone.
It has been eight days since I have been able to access my email account and it is critical that I regain access. It is beyond the pale that an action that should be so basic is made to be so torturous. How can I move this process along?