Advertisements When you call the regular CS number to voice dissatisfaction with your D* service and mention that you're considering switching or canceling your D* service you're typically transferred to the Retention Department (as in retaining customers). When dealing with this dept you may be offered incentives that regular customer service reps do not usually offer; for instance a $200 retention credit. A Retention Credit is not instead of but in addition to your MIR (or an instant rebate if you're lucky enough to be offered one). I was told that Retention has the authority to push these higher $$ credits through, but not regular Customer Service. Hope this is helpful.