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not sure how it works at ATT but usually for ISPs they contract multiple call centers for support.
it sounds like the first three times were to the same call center vendor and the fourth was to an actual ATT company support center. this routing happens randomly or based on time of day (Tod).
these vendors have incentives to collect the most calls, and resolve them as quickly as possible. they also have a hidden incentive to convert as many support calls to sales calls.
a "completed call" is one where the caller ends the call after a goal has been achieved. this means if you hang up before the goal is achieved it's not counted against the vendor and shows as a "disconnect" even if you were on hold for six hours. many operators will identify what you want, deem you as a nuisance, and place you on hold long enough to get you to hang up and make you someone else's problem. they have the incentive to convert you to sales and get paid a bonus for these sales.
it seems like your mother was handled by a veteran contract operator that upsells and dumps.
next time, tell them you want to speak to someone in cancelations and you will be transferred to someone inside the ATT customer service center. from there you can get transferred to an operator that actually works for ATT.