I hope a lot of people aren't just contacting that office routinely; kinda defeats its purpose, and we all pay a bit more.
not for things like this that can be handled by reading the terms of agreement or a call to customer service
When the OoP gets overburdened with routine stuff, it loses (not looses) its clout for important matters.
Not sure why we have self-appointed gate keepers here, but this is how DirecTV advertises Ellen's office and email address to their 20 million subscribers.
Executive Customer Care Contact
If you've contacted Customer Care and require additional clarification or support, contact Ellen Filipiak, Sr. VP of Customer Care.
The OP met DirecTV's defined requirement to contact her office, so there shouldn't be any "only contact her for stuff we deem as important" comments.