Billing issues and disconnection - DirecTV

About 2 months ago while I was in the hospital someone commented identify theft on us. They got all our information. I'm on disability and don't make much to begin with. I've reported all to credit report, bank, and any account we had one. Everyone has worked with us. All but direct TV. I called them after a disconnect notice came out, the lady refuse to work with me and and said she would send me to collection. I explained I don't make alot my account is wiped out they took everything. Nothing she could do I asked to speak to someone else she said I am the someone else. Now we've been disconnected the bill is larger and I don't know what to do. Why won't they work with me? So instinctive I need to call again, but I. Afraid it would be hopeless.
Can anyone help me?