Is it legal for Directv to change my bill without permission? And why is customer service so bad?

YOU MUST BE LIVING IN A DIFFERENT DIRECTV UNIVERSE THAN ME ... I was charged for the NFL ticket and called them to get it taken off. They agreed to removed it and give me a credit. I paid my normal bill and told them since I didn't order that and didn't want it, I wasn't paying that portion. This was in Nov. and they promised a credit. On Feb 17th my service was disconnected because the NFL Ticket charges had not been paid. THEY HAD PROMISED FOUR MONTHS EARLIER TO CREDIT ME FOR IT BUT CONTINUED TO CHARGE ME FOR IT!!!! I called and after FOUR HOURS on the phone finally spoke with Chris who told me they could not give me the credit ... I gave him the name, date and employee # of the person who had promised me the refund and he still said he couldn't help me. Then, I found a case number they had given me and he was after almost FIVE HOURS ON THE PHONE was able to find where they had indeed PROMISED TO GIVE ME CREDIT. He said he gave me credit and reconnected my service. BUT he said since my service was disconnected, he could not set me back up on the same account program and my bill would be much HIGHER GOING FORWARD!!! WHAT!?? I complained telling him it wasn't my fault. DIRECTV kept charging me for something I didn't want or order (he said it auto renewed .. so I asked him to take off all auto renews from my account - he said he did) ... then he said my bill would be THREE TIMES HIGHER THAN IT WAS BEFORE THE DISCONNECTION. I said I wasn't paying that and it wasn't my fault. He said he could help by giving me a $95 discount beginning in March for the next 12 months IF I AGREED TO PAY THE HIGHER BILL THAT DAY. Chris was saying this would save me money in the long run but I had to pay the higher bill that day. I paid the higher bill to get the service set back up and the discount in place.

Fast forward to the next month's bill ... the next month's bill was incorrect!!! He told me my bill would be $81.00 for the next 12 months but it was way higher for March. Because I am a small business owner and we were hit with COVID19 crisis I did not have FIVE HOURS to call because I was in the middle of closing my office, work from home, quarantine, filing for PPP, Disaster Recovery, Unemployment and taking care of supplies for my family ... ETC!!! This was the MARCH BILL ...

When the APRIL BILL arrived it was over $400.00 !!!! I had been paying $30 per month before the disconnection. When Chris set it back up, he did not get the $95 discount added and my bill was not the $82.31 as he had promised (this was still higher than the $30 after tax I had prior to the disconnection but they said one promo for $55 had expired) ...

In the midst of the pandemic, I got a notice my service was being disconnected so I spend the time to call them yesterday .... I was on the phone for OVER SIX HOURS, DISCONNECTED THREE TIMES, TRANSFERRED BACK TO THE AUTOMATED BILL PAY BY Michelle instead of to a manager ... so had to start the process over!! I spoke to Princess, Michelle, the automated system, Macy, JR (disconnected with no return call), Mary (disconnected with no return call), Christine, Glen (Manager), Josh (disconnected with no return call) and Luis/Luie LC308M over a period of MORE THAN 6 hours (began at 3 pm and ended after 9 pm)

They were not able to solve the problem!!! They said they didn't see where Chris had set up the $95 promo for the next 12 months ... AND (GET THIS) because the service was disconnect (because of the NFL Ticket and because DIRECTV didn't issue the credit THEY promised for something I didn't order in the first place) ... AND because they disconnected my service because I didn't pay for that ... THEY SAID MY $95 DISCOUNT WAS TAKEN OFF (AND GET THIS) FOR NON-COMPLIANCE ON MY PART!!!!!

THEY CHARGED ME FOR SOMETHING I DIDN'T ORDER, THEY PROMISED ME A CREDIT, THEY DIDN'T CREDIT ME, THEY THEN DISCONNECTED MY SERVICE BECAUSE I DIDN'T PAY FOR WHAT THEY WERE SUPPOSEDLY CREDITING ME FOR ... THEN AFTER HOURS TRYING TO GET IT RESOLVED THEY RECONNECT MY SERVICE ..... AND CHARGE ME MORE .... THEY PROMISE ME A LOWER PRICE OVER THE NEXT 12 MONTHS SO I'LL PAY THE HIGHER BILL WHICH I DO .... THEN WHEN I GET MY BILL ..... THERE ARE NOT DISCOUNTS!!!! WHEN I ASK ABOUT THE DISCOUNTS, THEY SAY I'M IN NON-COMPLIANCE (because they didn't give me the credit they promised ... and they disconnected my service over that amount) SO THEY TOOK OFF ALL MY PREVIOUS DISCOUNTS AND WOULD NOT HONOR THE $95 DISCOUNT FOR THE NEXT 12 MONTHS WHICH CHRIS HAD PROMISED if I paid the HIGHER AMOUNT ON 2/17/20!!!!!!

So, it turns out that DIRECTV had not fully credited me for the NFL Ticket, so Luis was able to give me $150.00 back (which was my money that I had paid for the NFL ticket .. seems they billed me again and I paid this ... so he gave me my money back on that ... KEEP IN MIND THIS WASN'T something they were giving me like a discount BUT giving me MY MONEY BACK BACAUSE THEY OVERCHARGED ME. HE ACTED LIKE IT WAS A BIG DEAL THAT HE WAS GIVING ME SOMETHING!!! What ... DIRECTV overcharged me so that was my money ....

So after talking to all those people and feeling like I was going to have a heart attack, stroke or at the very least a panic attack ... DIRECTV DID NOT fix the problem and refused to give me the $95 discount that was promised ...

So Luis tries to get me to go with a cheaper service and I tell him I'm exhausted and can not continue the call (AFTER 6 HOURS ON THE PHONE AND GETTING NOTHING!!!!!) I tell him I'm going to look online to see what's available and that I'm not going form paying $30 a month to now paying $184 per month ...

Luis says the $150 NFL ticket credit will keep my service from being disconnected AND that service will not be disconnected during the pandemic. I tell him I'll look at what's available and call back but that I'm not under any circumstances paying $184 per month.

He then asked if he provided me great service ... I said no, my problem was not resolved. I told him I still had to call back and go through this HOURS AND HOURS LONG CHARADE AGAIN TO TRY TO GET THIS FIXED ... we then ended the call.

I wake up this morning, get me coffee and turn on the TV to watch morning news ..... AND MY SERVICE IS DISCONNECTED !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I need to speak with someone who can help me .... this isn't right!!!!! DIRECTV disconnected my TV during COVID19 even after they said the credit would prevent that and also saying that they would not disconnect during the pandemic