I have been going back and forth with AT&T for months. I was able to get my bill cut in half but after being their customer for 40 years and being dealt with poorly for months I wanted more. After a lot of grief and a little help from Tammy Lankford, I was able to get to someone in the Presidents office.
Yesterday I got a new older iPhone. It is a 6S. When I called the local store I was advised that they would not be able to transfer the information from my old phone to the new one: they no longer had that machine. Yes they could insert the new sim card but they were only a retail establishment, not a really AT&T store.
I needed to go to a store in New York or one in Connecticut. I can't believe I have to travel to get this done, but I guess I do. Hopefully I can get there today but we'll see if the road clears. It's always something.