
I have been with DN for about a year.
Due to my husband and I both losing our jobs, we couldn't afford to keep our service. It was turned off in the middle of December. So on December 30th, we realized that we wouldn't be able to get it turned back on so I called them and asked them to pick up their equipment. I told them of my situation and they understood. They told me that as a courtesy, they would send boxes for me.
That was it for the conversation.
Well, 4 days later, I found out that DN took $600 out of my bank account.
I called them and asked them why and they said it was in my contract and they would refund my money when they receive the boxes. I was NOT told this by the lady when I cancelled my services.
I hadn't even received the boxes yet in the mail!
That $600 was part of my mortgage. It bounced.
My father in law loaned us $600 so our mortgage payment wouldn't bounce a second time and be late.
Our trust with DN was now gone. As I was packing up the equipment, I realized that they had all the power (and my money!) and there was no guarantee that even when they received these boxes, we would get it back.
Whose to say they wouldn't try to keep my money by saying there was something wrong with the equipment???
So we decided that we would pay our past due amount to have our $600 refunded asap.
I called on January 7th to have it turned back on. The DN web site and automated line said to have my service turned back on, I would have to pay $124.04 plus $25.00 reconnect fee. So I called Customer Service and got Eric. I wanted to make sure I got my $600 back.
He clicked away and came up with a totol of $161.02. What???
He was telling me it was best to pay 2 months in advance. I told him I couldn't afford that. So I told him I would call him back cuz I wanted to make sure the amt I saw earlier on the web site was correct. It was.
So I call back and get Kim. She said then that I owed $76.04 + reconnect fee of $25.00. $101.04 total.
But then she started on as well about paying 2 months in advance. I said that's where Eric was coming up with that $161. I told her I couldn't afford that and asked if I could pay for 1 month in advance instead.
She said that I could. So my total bill would be $131.04($76.04+25+$29.99 1 month) and my refund from the $600 would be $468.96.
She then said it would take 3-5 days to get the refund.
So here we are today. I had a feeling I needed to call them to see if everything was going through okay. I got Casey at Customer Service.
She didn't even know anything about my conversation with Kim on Friday.
She was saying my refund would only be $403!! She wanted to take $195 out of my $600! I said I didn't authorize that amount, that it was supposed to be $131.03. My service is $29.99, but she was charging me $44.00 a month because she said my recievers weren't plugged in to the phone lines.
So we was charging $76.04 +$25.00 +44.00 +$44.00!
After a bit of arguing with her, she finally put the refund through as $468.96. It would take 3-5 business days PENDING APPROVAL, she says.
Oh great, what makes me think it won't be???
So I guess we will see what happens. I need that money back to be able to pay my father in law back.
I am in shock as to how DN treated me. To be able to go into someone bank acct and take out a large amount of money and then to use it to get more money out of you.
On the DN web site under FAQ's, it says how they understand when things happen to customers and they can't have their services anymore. That they will tell you how to send the boxes back.
Why don't they say on there how they will take $600 from you???