R"in my ATT account

My account shows fragments of info from a previous customer.  I am told my card has expired, but the card # is not mine and my autopay is working fine.  I tried to upgrade my DVR to unlimited (which I was told was included in my package, but it isn't), but I am unable to make any changes because my account has expired.  Attempts to use chat have failed since all I get is "EVA" the AI persona and EVA can't address my issue.