Genie Remote

I called Friday none of my remotes were working once we had the premium channels removed. Called customer service the lady attempted to troubleshoot and after seeing she could do nothing but to reorder remotes however she stated she could not finalize the order due to her system was down advised me to call back and it should show her notes to just advise the next rep to look for the notes and to just finalize the order. I called back this morning and reached someone in the Philippians and she one did not understand anything I was asking.and when the agent was verifying my account she repeated all my personal account information incorrect I explained why I was calling and she again could not understand my situation I asked for a Supervisor and she had me wait for 35 minutes and then stated I would have to hang on. This is unacceptable one that I had to go on You Tube to find out how to troubleshoot one of my controllers and unfortunately my other remotes wouldn't work,  two is that with the amount we are paying for Direct TV you would think you all would hire people that know what they are doing.  I called right back to see if someone else could assist me in getting my 2 other remotes sent to me thankfully a Ebony answered was able to see the information advised me will send out the remotes and confirmation will be sent to my email. I have yet received and email of the remotes being sent out.