home landline

I am in desperate need of a way to reach someone to change my service plan for my home phone line. I have called 800-288-2020 four times now and no one seems to be able to help. The first three times I was assured that everything was taken care of...it was not. Today when I called the person I spoke with wasn't even able to pull up my account despite my providing him with my phone number, home address and account number. After several minutes and repeated requests to "please hold on" his repose was "I can't help you with traditional landline service. I will need to transfer you" This response came as a surprise since the number above is the one that appears on my phone bill. After being transferred I once again provided my home phone number and was then disconnected. Can someone from AT&T, who is in a position to assist with changing the phone plan I have for my landline, please contact me.