Is its ATT or is is a Fraudulent Person who works for ATT

I spent 1hr 20 min on the phone with a rep to upgrade to the new iphone 15.  i paid off my balance as instructed.  I picked the color and the GB then i was told now i need to pay the tax on my phone of $108.87  i gave her the same card again she charged my account then comes back to tell me she has to do it again, bc the system times out.  But i have an alert for the charges on my account of $108.87.  I said im not paying this again, so i asked for a supervisor, she refused to give me a supervisor and cameback to the line to tell me what the supervisor is going to tell me.  Finally i said i have to go now, she tell me someone will call me back.  I wait 4 hrs no one called me back,  i just called to check on the order, no order was placed for the new phone but i have to wait 2 days for the charges to be return to my card and if and when i want to upgrade i will certainly need anther 2 hrs to go thro this again over the phone, has anyone experience this type of poor service with ATT.  They're sitting on my charges that they charge my account but i have to wait for this return and i didn't get the new phone i waited an hr and a half to get