promo over but we were in shelter in place

Sounds like you had discounts complete. You would need to review the bill to be sure.

AT&T store cannot help you as they don't handle existing DirecTV customers. All they do is send new orders for service, similar to other 3rd party retailers. Nobody is going to contact you as customer support is inbound, you call them not the other way around. Yes hold times are very high right now as many call centers are closed for Covid-19, resulting in severe low staffing.

Review the channels you use and reduce package accordingly. Never rely on discounts to afford the service. DirecTV does not categorize their customers (Senior Citizen, Low Income, etc.), so everybody pays the same base cost. They are an optional entertainment service, not considered essential like communication services (i.e. phone). Discounts are a temporary perk, but new discounts have been pulled back for now. They are weeding out customers operating at a loss.

So if you cannot afford it then adjust services until within budget. If needed suspend service for a few months (max 6 months within 12 month period, $7 monthly vacation hold) if you need a buffer. And of course if you must then do without. Just the reality of the situation. Whatever you decide, you will need to call.