The reason why billing may not have a record of what the sales people say, especially the d2d people could be because they are subcontracted by a third party company.  Andy they also get commissions on their sales.  So the information may not be accurate or they just overstate what is available with the service.  If you do have an issue I  say take the suggestion TG gave you and contact Alex.  Here is another link to Alex's info.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276