Lynn *****- Accounts Receivable

This morning, our U-Verse was disconnected due to an error in the AT&T auto bill pay system.  After speaking to one customer service representative, then her supervisor(Brian), and on to Aubrey(Brian's supervisor) I was told that all I needed to do was pay the bill and call A/R to get the restoral fee of $49 waived since the autopay feature didn't work properly.  I called Lynn ***** at 877-543-5937 to tell her what Aubrey had said and her response was, "He's wrong. I can't waive that fee.  You're going to have to pay it.  Sorry." 

I've been an AT&T customer since 2009 and I'm going to cancel my service after next month since I've already paid it through.  Is this any way to treat your customers? 

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]