Business Account Landline Issue

I have a land line on a business account that needs to be repaired, and the technician has not shown up. It was a confirmed appointment and I have an ATT work order number.

I am having a ridiculously bad time trying to call in and see what happened. I have been pushed around to different areas and then put on endless holds. I don't understand why ATT makes it so difficult to get a repair done for something we are paying for. 

Is there anyone who can help me?