is JOY *** a real person? - WORST CUSTOMER SERVICE EVER!!!

If Joy  is indeed from the Office of the President of AT&T, she truly doesn't care that she has deeply offended a customer.  I am thinking she is either the worst customer service employee in the universe, she won't fix my problem without talking to me or she wants to deny that I have sent my phone back.  AT&T is currently in possession of a phone I returned and they also have a charge on my account for a phone that I paid for while at the store.  She will not correct this issue and ATTCares has not helped either.  I sent proof that I sent back my phone and proof that I tried to call AT&T for help.

Here is what happened.  I purchased three iPhones and an iPad in July.  One was for my daughter that was not with me at the store and I unfortunately broke my phone.  As it turns out, it is EXTREMELY important when doing a trade in that you remember a year ago that you switched phones with your daughter.  I had a broken phone and paid it off to get a new phone.  I ordered a phone for my daughter, who wasn't with me.  I sent that phone in when I received the new phone.  As it turns out, I returned a phone that I paid for because my broken phone was actually my daughter's.  AT&T sent me back my phone saying I sent the wrong phone.  When I received it, I called immediately.  I wasted an hour of my life on the phone with three people who didn't have any idea what was going on.  The last person told me I don't need to return the phone.  I can just use it to upgrade an additional phone.  I didn't believe that, so I wrote a letter explaining all of the issues I was having, including the policy that AT&T will not give out a customer server address.  I included this letter with my phone when I returned it a second time.  I also sent the letter to other addresses I could find by searching the internet.  The useless Joy  attempted to call me.  After dealing with the three people who had no clue what they were doing, I refused to speak to anyone on the phone.  So, Joy  FOUND MY ADDRESS ON MY ACCOUNT.  This is important because this is what proves what awful customer service I have experience with AT&T.  Joy , told me repeatedly that she was not going to fix my account until she spoke to me on the phone to verify my identity.  I explained to her that she is communicating with me in email because SHE WENT INTO MY ACCOUNT AND FOUND MY EMAIL ADDRESS.  I was not asking for information on the account.  I was asking for her to take an incorrect charge off of my account and she knows I am the owner of the account and the fact that she had my email address, proves she has the correct account.  

Here are a few very very cold and uncaring emails for this person who claims to want to help me.  I don't think she wants to help me. 

Last email from Joy  [Edited to comply with Guidelines]

[Edited for privacy-This is a public forum. 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.]