Billing issue

Dear ATT Customer Care,
I am really frustrated because of recent experience with you guys. For the last week of April, I have had an issue placing calls to international numbers (I have world connect $15 plan on my number and my spouse number). So I called for technical support, as part of that he made my phone and my spouse phone reset and did so many different troubleshooting. Nothing worked, we spent over 3 hours in call to figure out things, and turned out it’s a global issue at ATT and he mentioned could take 24 to 48 hours to resolve the issue. He mentioned that I will receive a confirmation message once the issue is resolved, but I have not received any. After 36 hours I started calling and able to place calls with no hassle. So here comes the big problem. As part of troubleshooting he removed the world connect plan on my spouse phone number and the international call charges reached over 1500$ including taxes.
I received a message stating that my phone charges are over 1500$ and I have to call ATT to pay some amount else the lines will be disconnected. So I called and I am trying to understand what happened to get high charges on my plan. The customer representative mentioned after discussion for over an hour, “You have international billing charges”. I mentioned, it shouldn’t happen as I have world connect plan. He did lot of research for one and half hour and told me that it’s because the technical support person removed the plan feature. I told him to add it and adjust the bill accordingly. He did add that and struggled for another one and half hour to adjust the charges. At last I am getting sleep and told him, I am in call with you about 3 hours and I have ruined my kids evening plans and family dinner plans already. Can you tell me how much more time it would take? He mentioned that he can’t adjust as the amount is too high, I will be setting up a follow up call after the very next day of your bill generation and will submit a case for now with all the details. I said ok.
My bill generated as usual and I have never received a call from ATT Customer care even after 3 days after my bill generated. So I called and I had to explain everything to them again which took another 30 mins to make her understand. After spending 40 mins in the call, she disconnected the call or the call might have disconnected and I never received a return call or follow up call after that. Next day again I called as before day it’s almost end of the day for customer care team. Next again the same routine, I spend 30 mins to explain the same and she submitted a case with all the details as she is unable to adjust the bill amount. The case number is: ARD Link: CM20180526
133296938. She also mentioned that this will be resolved by June 4th and I should be getting all the bill details adjusted. Luckily this call didn’t went over 45 mins.
Here we go again, Its June 5th 2018. Guess what, neither my bill was adjusted nor I received a follow up call on June 4th or June 5th. So as usual I called as I had no option left which is either I have to call customer care people to deal with the bill of $ 2100 or I have to pay the bill. I called, and again tool 20 mins to explain the situation. And after 20 mins, the call was placed on hold as he was giving brief of my situation to international department and transferred to regular international billing department. When I checked with new customer rep, he mentioned who are you, how can I help. I told him that I was in call for 20 mins and the other person told me that he is working international team; I think you should have all the details. But he refused to buy that statement as he has no idea. I came to know that I had to restart my conversation from step 1. I did and he told me that he escalated the ticket to his managers for faster resolution. Wish at least this time this will be over, if not I am not sure how many more quality hours of my life I have to spend with ATT customer care to have this issue resolved.
So far I spent more than 10 hours in call with customer care to have this issue resolved but I have not received any resolution for this.

Thanks
A Frustrated and failed father to a kid due to spending time with customer care by ruining kids evening plans.