I think DirectTV is like most Customer Service Representative call centers represent. If you have your paperwork, or even if you don't...I am sure your financial instution can help you retrieve a copy of where you paid DirectTV for the equipment. But, aside from that, find the address to their corporate office, and send your complaint by Certified Mail to the President/ CEO of the Company. Regardless of your prior efforts, when you send Certified Mail when the Vendor is stating their is some type of Service Agreement, you will have documentation to back it up. In your letter, try to remember dates, times, and names of the people you spoke with...include those in your letter. You know what they say...S*&@ rolls downhill, and this has always gotten a response for me. Be very specific in your letter about what you want: (1) a copy of any document that you have signed stating you agreed to a lease (2) any document that you agreed to pay a penalty for termination, etc.
Hope this helps!