ATT is making a big business error.
I just signed up for auto pay to enable the standard monthly payment of 65.00. Without auto pay the monthly fee is 70.00. I'm using a credit card for my auto pay and ATT will be losing approximately 1.10 every month on my auto pay. I have never been late on a payment for 5 or 6 years. Seems to me that ATT is punishing good, loyal customers who pay on time and in the process they will lose money on my credit card payment that used to be paid directly from checking account. I will stay with ATT even though I originally was going to switch to Xfinity after they raised the price. Doesn't matter if ATT loses money on credit card payments.
Due to contractual agreements and the nature of your issue, you'll need to contact AT&T for a resolution. When contacting AT&T support, it is very important that you provide your full AT&T email address so that they are able to successfully locate your account in their system. Here's how to contact them: https://help.yahoo.com/kb/account/sln25426.html