Cary family looks for answers from cable companies

A Cary woman ran into problems when a piece of equipment that needed to be returned disappeared! She was left with the bill.

After weeks of trying to get the equipment back, she called 5 On Your Side for help.

When Jo Klasson switched from Dish Network to DirecTV, the receiver, owned by Dish, vanished. Klasson made numerous calls to get the receiver back, but got nothing but a run around. 

Klasson says DirecTV spent four hours at her home changing out equipment when she decided to change satellite service providers. A few hours after the installers left, Klasson noticed that the receiver was gone. 

"So we call thinking 'Oh, they have it, no big deal.' They'll have it in the truck," Klasson said. "And we called and we called and we called. And no one has the box." 

Klasson needed the receiver to return it to Dish Newtork. If she didn't, she would owe $350. 

"It was a tremendous amount of money, which I could not believe that that receiver, used, cost $350," she said. 

Klasson says she continued to call DirecTV, but got no answer. 

"You'd be on the phone for an hour, an hour 15," she said. "But you would get nothing but saying 'Oh, it's in resolution, they'll get back with you.' And no one would ever call back." 

Weeks passed, but Klasson couldn't get answers. So she turned to 5 On Your Side, which called DirecTV. 

"Within a couple of days, I had somebody calling me from DirecTV," she said. "All of a sudden they're interested."

Klasson's account was immediately credited for $350.

A call from 5 On Your Side also helped erase a $397 cancellation fee Dish Network had charged Klasson for switching services. According to Klasson, she switched because the Dish Network reception for sports channels her famly wanted to watch was bad.