Fictitious Contract

Can someone from At&t answer how when I called (for the second time) to lower my bill (which went up over $100) how I was signed up for a new contract, which At&t cannot show me or send me electronically? When I asked to speak with a Manager, the largest phone company in the world, cannot not have a manager call me? And when I asked to get a copy of the phone conversation inwhich I allegedly agreed to the mysterious contract they need to review it over the next 5 weeks and cannot send it to me? I have never had such poor customer service in my life.