D&E General Terms and Conditions
Online Bill Payments
D&E’s online bill payment service is free and allows you to view your bill, and schedule or make payments on your account, on the specific dates you choose that are convenient for you. Your scheduled payments may be changed or canceled by you as long as it is prior to the scheduled payment date. D&E will only accept the payments that are processed and posted to your account as proof of payment, because scheduled payments are still pending and may not yet be posted to your account.
You may be subject to charges or processing fees for online bill payment if you pay your bill through another online payment provider or website, such as your bank or another online bill payment company. The provider of that website may charge you a processing fee.
Payment of your D&E account must be posted by the due date listed on your bill. Please allow up to 48 hours for the processing and posting of your online payment. If you have mailed your payment, please allow up to five days to process and post the payment to your account by the due date. D&E’s online bill payment service will notify you if your online bill payment cannot be processed or if your credit or debit card is due to expire. Please make sure your e-mail address is accurately listed in your customer profile on D&E website.
If you need to make an immediate payment to have your service reconnected or to avoid interruption of service, please call 1-877-4DE-TODAY (or 1-877-433-8632) and follow the menu options. Do not use D&E’s online bill payment option for payment of past due accounts.
Payment may be made in any reasonable manner including payment by check (unless, within the past year, the customer has tendered a check which has been returned by a financial institution), cash, credit or debit card. If your check payment is returned by a financial institution, a Returned Check charge of up to thirty (30) dollars will be imposed. Customers shall be liable to D&E for all costs of collection.
Late Fees
If your payment is not received by the due date, applicable late fees may apply. Bills that are not paid by the due date are subject to a late payment fee of 1.25% per month on the full unpaid and overdue balance of the bill, as calculated on the overdue portion of the bill.
Delinquent accounts may be suspended or cancelled in accordance with Chapter 64 Rules and Regulations of Pennsylvania Code Title 52; however, charges will continue to accrue until the account is cancelled. D&E may bill an additional charge to reinstate a suspended account and may request a security deposit. D&E will not provide a credit or refund for the period that service is in suspension.
Customer Obligations
Customers must provide D&E with accurate and complete billing information including legal name, address, telephone number, and other billing information including credit or debit card information. You must report to D&E all changes to this information within 30 days of the change. Customers are responsible to ensure their customer profile information for the online bill payment service is complete and accurate. Customers are responsible for any charges to their account.
If you have a question regarding charges to your account, you may contact Customer Service at 1-877-4DE-TODAY (or 1-877-433-8632). All charges are considered valid unless disputed in writing within 30 days of the billing date.
D&E is not responsible for any charges or expenses incurred (e.g., for overdrawn accounts, NSF fees, or exceeding credit card limits, etc.) that may result from D&E’s processing of your payment.
The customer of record will be billed and is responsible for payment of all charges including any applicable local, state, and federal taxes assessed in conjunction with the services used.
Billing Questions
If you have billing questions about your account or need additional information, you may contact D&E’s Customer Service at 1-877-4DE-TODAY (or 1-877-433-8632). Additional information is also listed in D&E’s telephone directory or you may refer to the D&E website at www.decommunications.com for an explanation of your bill and a description of services.
Billing disputes must be reported to the Company and shall be processed by the Company to ensure a justified resolution. D&E will investigate the issue and determine the result to ensure that the customer’s billing charges are correct or issue an adjustment, if applicable. Customers unsatisfied with the Company's handling of a dispute may contact either the Pennsylvania Public Utility Commission or the Federal Communications Commission.
Cancellation or Termination of Service
A customer may cancel service upon either written or verbal notice to the Company, or in accordance with the contract terms as applicable.
The Company may terminate service to a customer for nonpayment of undisputed charges or other violation of these conditions or provision of law upon ten (10) days written notice to the customer without incurring any liability or damages due to loss of telephone or Internet service to the customer.
Refund Policy
Charges for basic and non-basic local services or rental equipment are billed one month in advance. Charges for toll, purchase of equipment or other services are billed in arrears. Additionally, D&E Jazzd also provides annual or quarterly billing options for Internet services which are also billed in advance.
Upon cancellation of the customer’s account for D&E services, we will prorate the monthly, quarterly or annual service billing to determine actual charges for the services rendered during the period and review the account for any minimum service period arrangements, if applicable. D&E will apply an adjustment to credit the account, if applicable, for the partial month period after the date of service disconnect and prior to the next billing date. When a customer’s account is cancelled, the account is finalized and processed for any final billing and applicable taxes. If the final account balance is a credit balance and the customer is in good credit standing, D&E will issue a refund to the customer within four weeks.
Application of Payment
Customer payments received that are less than the total amount owed on the account are first applied to the outstanding past due balances in the following order : Basic, Toll and Non-basic amounts due.
