I have had very good responses from DD CSRs in the last few months, one even credited me a few thousand points for 'my trouble' when I called with a minor complaint. The one thing I have consistently noticed over the years is the inconsistency of the DD desk. Sometimes it is very obvious I'm talking to a work-at-home CSR by the complete silence in the background. My experience has been that if I don't get the response or action I expected hanging up and calling again frequently remedies the problem. And that is advise given over and over again on FT. Overall, no complaints from me about the service in recent months.