Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ July 21, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] On July 16, 2015, we received your correspondence, dated July 15, 2015, filed with the Revdex.com You said that your TV was damaged during a stormYou maintain that a technician guaranteed that DISH Network will replace any equipment that was connected to a surge protector When we spoke today, you said have contacted Belkin (the manufacturer of the surge protector) and you are currently filling out the required documents for your claim with that companyPlease note that DISH Network cannot guarantee other manufacturer's products Because we value your business, I reversed the past-due balance of $from your account and applied an additional $monthly credit for ten months We regret any inconvenience you may have experiencedYour concerns will be shared with the appropriate personnel for internal review If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 14, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 10, 2016, we received your correspondence, dated March 9, 2016, filed with the Revdex.com You stated that you contacted DISH Network to disconnect your account one month after obtaining the TV serviceBecause you were under a 24-month contractual commitment, the account was placed on DISH Pause instead of being disconnectedDISH Pause was removed and the account was disconnected in February You have now been charged a $early termination feeYou requested that this fee be refunded When we spoke on March 11, 2016, I advised you that the early termination fee was applied to your account per the terms and conditions agreed to in your contractAs a courtesy, I agreed to reduce your fee to $and I issued a refund for the remaining $You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Dear Mr***: On January 19, 2016, we received your correspondence, dated January 18, 2016, filed with the Revdex.comYou said that your roof was damaged during your installation and that you paid a roofing company for the repairYou requested that DISH Network reimburse you for the costI attempted to reach you at ###-###-#### and ###-###-#### on January 19, and 25, I left four voice messagesAlthough you returned my call, we were unable to speak directlyYour concerns have been reported to the appropriate personnel in our Corporate Field Resolutions OfficeI will contact you directly when I receive an update from this teamWe apologize for any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
June 24, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you were dissatisfied with the service because the MSG channel is not available and NFL Network and NFL RedZone were recently removed from our programming lineupYou also stated that you did not receive a copy of the 24-month agreement and you experienced issues with the DVR recording option Your service was activated on June 10, 2016, with a 24-month commitmentPlease be advised that DISH Network does not offer a trial period for our service A review of the sales call recording from June 9, 2016, did not find that the MSG channel was requestedAlthough NFL Network and NFL RedZone were available when you initiated your service, these channels were removed on June 16, 2016, because we were unable to reach an agreement with the broadcaster to continue carrying them Our records do not show that you contacted us regarding your concerns with the DVR recordings or to request a copy of your agreement Additionally, you said that you did not receive a response to the email you sent to our Corporate OfficeOur records show that you were contacted by MrRyan Vogler from our Executive Communications Team on June 22, MrVogler waived the term commitment on your account and he disconnected your service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ June 19, Mr [redacted] *** [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the Revdex.com You disputed the balance associated with your DISH Network account When we spoke, I advised you that I would request a copy of your customer agreement for your recordsUnfortunately, our local office was unable to provide me with a copyAs such, I waived your early termination feeAdditionally, I was able to locate the receiver associated with your account, so I removed the equipment from your account and waived the fee Your remaining balance of $is for service rendered, and we request that it be paid We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank You for getting back to meAs per our phone conversation, I am willing to pay the balance of $only Can you please advise if it is appropriate to call customer service to take care of this matter or if I should be calling the collection agency that has put a collection on my credit file regarding this issueThank You
April 18, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On April 13, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account I attempted to reach you at [redacted] on April 14, and 18, 2016, and I left three voicemails In my last message, I advised you that your early termination fee was waived on April 8, 2016, and you were sent refunds totaling $on April 12, We sincerely regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted]
September 15, Dear Mr [redacted] : On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com You said that you were offered two $gift cards but you received instructions to pay shipping for the gift cards to be sent You also disputed that you spoke with an independent retailer to initiate your account When we spoke, I advised you that the gift card promotion to which you referred was not offered by DISH Network, but by Infinity Sales Group As such, I recommended that you contact Infinity if you wish to dispute their process for sending gift cards I requested to have your sales call reviewed for misinformation, and it was found that you were advised that you were speaking with an authorized retailer and not DISH Network directly If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
February 17, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mrs [redacted] : On February 17, 2016, we received your correspondence, dated February 13, 2016, filed with the Revdex.com You stated that you contacted DISH Network on January 25, 2016, to disconnect your serviceAt that time you were informed that you would be provided return shipping materialsWhen you contacted DISH Network to follow up on the shipping, you were informed that your account was not disconnectedYou would like this matter addressed, and the return materials delivered When I spoke with your husband today, he confirmed that you received delivery of the return materials on February 16, I verified your account disconnection and provided a credit of $for the additional days the account was active If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] [redacted] [redacted] [redacted] [redacted] ** ***
February 2, Mr [redacted] Athena CtWinchester, CA Re: Revdex.com Complaint # [redacted] 8255909911416227- Dear Mr***: On February 2, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com You maintain that you did not order the Pay-Per-View (PPV) movies charged to your DISH Network account You requested a refund for all PPV charges, and for your early termination fee When we spoke previously, I explained that our position was based on your calls to us requesting directions on how to order PPV movies through your receiver The PPVs to which you refer were all ordered through your remote after your calls to us While we sincerely regret any inconvenience, as our records show that the PPVs charged to your account were ordered through your receiver even after you said that you set up parental locks, and as you contacted us requesting information for ordering movies through your receiver, we are unable to refund the PPV charges Additionally, as your account was disconnected prior to the fulfillment of your 24-month commitment, we are unable to waive and refund your early termination fee If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ August 20, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Better Business Bureau You expressed concern with the charges on your accountYou indicated that your service was supposed to be disconnected, but it was placed on DISH Pause instead Your DISH Network service was placed on DISH Pause on August 21, A review of the customer service call recording revealed that you opted to place your service on DISH Pause for nine months instead of disconnecting itThe representative advised you that your service would automatically be reinstated if DISH Pause exceeded nine monthsShe also told you to call us if you were unable to restart your service DISH Pause was removed on May 21, 2015, because the allowed time frame was exceededNotification of this was sent via email to you at [redacted] @NEEL-SCHAFFER.COM When I spoke with you by phone today, I advised you that I made an exception and backdated your service chargesI also submitted a refund check of $Please allow two to three weeks for processing Your DISH Network account has been closed and has a zero balance If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/18) */ My issue has been totally resolved in a timely mannerI am satisfied and thank you, Revdex.com, for your assistance in getting through to DISH
October 27, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs [redacted] : On October 12, 2017, we received your complaint, dated October 11, 2017, filed with the Revdex.com You indicated that you are experiencing technical issues and you do not agree with the $fee for a technician visitYou also disputed adding the $Protection Plan, which will reduce this fee to $In addition, you said that your service was disconnected without your authorizationFurthermore, you disputed the early termination fee and that your account was sent to collections and you maintain that you have not received a response to your request for assistance Our records reveal your service was disconnected on August 12, 2017, at the request of [redacted] , the authorized user on your account Our records reveal that the early termination fee was waived by Mr [redacted] in our Executive Escalations DepartmentHe also submitted a refund for $and requested that the account be removed from your credit file When I spoke with Mr [redacted] by telephone today, he confirmed that all issues have been resolved If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
August 8, Dear Mr***: On August 5, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com You indicated that even after many phone calls to DISH Network, your issues were not resolvedIn addition, you were dissatisfied with your customer service experience with one of our agents When I spoke with you, I advised you that your refunds were being processedI also advised you of your balance and the current past-due amount I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representatives We take our customer service seriously and we strive to be the best in our industry Our customers are very important to us, and we sincerely apologize for the service that you received Please understand that as a growing company, we are continuously training all of our employees and constantly re-evaluating our customer service There is no excuse for being inconsistent or insufficient to those that have made us what we are today – our customers! If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT
September 28, Dear MrPaprocki: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com You said that your information was used to initiate a DISH Network account without your authorization You indicated that you felt DISH Network does not have adequate security to prevent identity theft Per the voicemail you left me, I did not attempt to contact you by phone any further We sincerely regret that you do not agree with DISH Network’s policies and procedures Our Identity Theft Team advised me that your claim was received and accepted If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
December 19, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 8, 2017, we received your complaint, dated December 7, 2017, filed with the Revdex.com You said that you made a payment to remove DISH Pause and restore your service, but it was not restored You requested that your service be restarted, you receive a credit, and your account be changed from pay in advance When we spoke today, your service had already been restoredI advised you that your account was established as pay in advance due to the credit information we received and the status would not changeI made an exception and I offered you a one-month credit, and you accepted If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Gabriel R [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ August 13, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] ***: On August 4, 2015, we received your complaint, dated August 3, 2015, filed with the Revdex.com You said that you want to cancel your account because you didn't receive the service you agreed toYou also asked that we refund your payment When we spoke by phone, I advised you that I will meet your request and close your account without penaltyI provided you with our equipment return disclosuresI told you to contact me once you have returned your leased equipment so that I can start the refund process If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
January 3, Ms [redacted] ** [redacted] , ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 2, 2017, we received your complaint, dated December 30, 2016, filed with the Revdex.com You expressed concern about your monthly rate and the level of customer service you receivedWhen we spoke, I attempted to explain your monthly rate and how it was lowered each month by credits that you were receiving Our records indicate that you were receiving a monthly $courtesy credit that ended with your December 17, 2016, bill Before that credit you were receiving a monthly $credit and a monthly $credit As I explained, agents have some discretion when applying credits but they have business rules that they must abide by when doing so Please note that as you are subscribing to an ongoing service, your monthly rate will increase over time, as provided for in our Residential Customer Agreement You also said that you do not use your model receiver for months at a time, so I offered to mark it as purchased so that you may deactivate it when it is not in use, but you declined my offerWe sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
April 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On April 5, 2016, we received your complaint, dated April 3, 2016, filed with the Revdex.com You indicated that your account was not disconnected as you requestedYou also expressed concern with the customer service you received When I spoke with you by telephone today, I informed you that our records show only one disconnection request, on March 19, You said that you first attempted to disconnect through Frontier, as your account is bundled with them During our conversation, you stated that you would like to continue with direct DISH Network serviceYour monthly service charges are $plus taxI provided you with a monthly credit of $for months, which will reduce your monthly cost to $plus taxYou accepted this offer If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514-
Dear Ms [redacted] : On January 28, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.com My attempts to reach you by phone on February 3, and 5, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that after your system was installed you found that you had been misledYou requested that we close your account without penalty and we provide you with a refundI have been unable to investigate your claim, as you didn’t provide specifics as to how you were misledPlease contact me directly at ###-###-####, so that I may assist youSincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Complaint: [redacted] I am rejecting this response because: Your "records" indicate I received the failed-payment email in ERROR??????? You have GOT to be kidding me.......or is this your way of covering your behind????? Then why didn't the rep I chatted with - [redacted] ID # [redacted] - indicate this????? She asked if I wanted her to try and put the payment thru again and I told her "yes, the funds have been in there, as long as this doesn't cause a duplicate payment" This chick indicated it WOULD NOT cause a duplicate payment!!!!! Apparently she needs retrained after every coffee break, as the supervisor [redacted] ID # [redacted] indicated in a 3-way call with my bank that she should NOT have told me that, and he was going to speak with HER supervisor!!!! And yes, ***, you did call my house - once you left a message while I was having surgery, and the second time, yes, I refused to speak with you and told you that if you have anything to say, do so thru the Revdex.com!!!! They are now in charge of this matter once a complaint was filed and need to know everything that transpires Furthermore, Dish did not reimburse the $overdraft fee even tho it indicates as such on my new bill received online; my bank did when I filed a FRAUD COMPLAINT!!!!!!! Your company, thru their "error" email, caused me HELL at a time when I especially did not need it!!!!!!!!!!!! NOW the case is closed!!!!!!!! Sincerely, [redacted] ***
My complaint # [redacted] against Dish has been resolved and I am satisfied I am very grateful to you and to Revdex.com for all your help Kind regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ July 21, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] On July 16, 2015, we received your correspondence, dated July 15, 2015, filed with the Revdex.com You said that your TV was damaged during a stormYou maintain that a technician guaranteed that DISH Network will replace any equipment that was connected to a surge protector When we spoke today, you said have contacted Belkin (the manufacturer of the surge protector) and you are currently filling out the required documents for your claim with that companyPlease note that DISH Network cannot guarantee other manufacturer's products Because we value your business, I reversed the past-due balance of $from your account and applied an additional $monthly credit for ten months We regret any inconvenience you may have experiencedYour concerns will be shared with the appropriate personnel for internal review If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 14, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 10, 2016, we received your correspondence, dated March 9, 2016, filed with the Revdex.com You stated that you contacted DISH Network to disconnect your account one month after obtaining the TV serviceBecause you were under a 24-month contractual commitment, the account was placed on DISH Pause instead of being disconnectedDISH Pause was removed and the account was disconnected in February You have now been charged a $early termination feeYou requested that this fee be refunded When we spoke on March 11, 2016, I advised you that the early termination fee was applied to your account per the terms and conditions agreed to in your contractAs a courtesy, I agreed to reduce your fee to $and I issued a refund for the remaining $You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Dear Mr***: On January 19, 2016, we received your correspondence, dated January 18, 2016, filed with the Revdex.comYou said that your roof was damaged during your installation and that you paid a roofing company for the repairYou requested that DISH Network reimburse you for the costI attempted to reach you at ###-###-#### and ###-###-#### on January 19, and 25, I left four voice messagesAlthough you returned my call, we were unable to speak directlyYour concerns have been reported to the appropriate personnel in our Corporate Field Resolutions OfficeI will contact you directly when I receive an update from this teamWe apologize for any inconvenience you may have experiencedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
June 24, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you were dissatisfied with the service because the MSG channel is not available and NFL Network and NFL RedZone were recently removed from our programming lineupYou also stated that you did not receive a copy of the 24-month agreement and you experienced issues with the DVR recording option Your service was activated on June 10, 2016, with a 24-month commitmentPlease be advised that DISH Network does not offer a trial period for our service A review of the sales call recording from June 9, 2016, did not find that the MSG channel was requestedAlthough NFL Network and NFL RedZone were available when you initiated your service, these channels were removed on June 16, 2016, because we were unable to reach an agreement with the broadcaster to continue carrying them Our records do not show that you contacted us regarding your concerns with the DVR recordings or to request a copy of your agreement Additionally, you said that you did not receive a response to the email you sent to our Corporate OfficeOur records show that you were contacted by MrRyan Vogler from our Executive Communications Team on June 22, MrVogler waived the term commitment on your account and he disconnected your service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ June 19, Mr [redacted] *** [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the Revdex.com You disputed the balance associated with your DISH Network account When we spoke, I advised you that I would request a copy of your customer agreement for your recordsUnfortunately, our local office was unable to provide me with a copyAs such, I waived your early termination feeAdditionally, I was able to locate the receiver associated with your account, so I removed the equipment from your account and waived the fee Your remaining balance of $is for service rendered, and we request that it be paid We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank You for getting back to meAs per our phone conversation, I am willing to pay the balance of $only Can you please advise if it is appropriate to call customer service to take care of this matter or if I should be calling the collection agency that has put a collection on my credit file regarding this issueThank You
April 18, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On April 13, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account I attempted to reach you at [redacted] on April 14, and 18, 2016, and I left three voicemails In my last message, I advised you that your early termination fee was waived on April 8, 2016, and you were sent refunds totaling $on April 12, We sincerely regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted]
September 15, Dear Mr [redacted] : On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com You said that you were offered two $gift cards but you received instructions to pay shipping for the gift cards to be sent You also disputed that you spoke with an independent retailer to initiate your account When we spoke, I advised you that the gift card promotion to which you referred was not offered by DISH Network, but by Infinity Sales Group As such, I recommended that you contact Infinity if you wish to dispute their process for sending gift cards I requested to have your sales call reviewed for misinformation, and it was found that you were advised that you were speaking with an authorized retailer and not DISH Network directly If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
February 17, Mrs [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mrs [redacted] : On February 17, 2016, we received your correspondence, dated February 13, 2016, filed with the Revdex.com You stated that you contacted DISH Network on January 25, 2016, to disconnect your serviceAt that time you were informed that you would be provided return shipping materialsWhen you contacted DISH Network to follow up on the shipping, you were informed that your account was not disconnectedYou would like this matter addressed, and the return materials delivered When I spoke with your husband today, he confirmed that you received delivery of the return materials on February 16, I verified your account disconnection and provided a credit of $for the additional days the account was active If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] [redacted] [redacted] [redacted] [redacted] ** ***
February 2, Mr [redacted] Athena CtWinchester, CA Re: Revdex.com Complaint # [redacted] 8255909911416227- Dear Mr***: On February 2, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com You maintain that you did not order the Pay-Per-View (PPV) movies charged to your DISH Network account You requested a refund for all PPV charges, and for your early termination fee When we spoke previously, I explained that our position was based on your calls to us requesting directions on how to order PPV movies through your receiver The PPVs to which you refer were all ordered through your remote after your calls to us While we sincerely regret any inconvenience, as our records show that the PPVs charged to your account were ordered through your receiver even after you said that you set up parental locks, and as you contacted us requesting information for ordering movies through your receiver, we are unable to refund the PPV charges Additionally, as your account was disconnected prior to the fulfillment of your 24-month commitment, we are unable to waive and refund your early termination fee If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ August 20, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Better Business Bureau You expressed concern with the charges on your accountYou indicated that your service was supposed to be disconnected, but it was placed on DISH Pause instead Your DISH Network service was placed on DISH Pause on August 21, A review of the customer service call recording revealed that you opted to place your service on DISH Pause for nine months instead of disconnecting itThe representative advised you that your service would automatically be reinstated if DISH Pause exceeded nine monthsShe also told you to call us if you were unable to restart your service DISH Pause was removed on May 21, 2015, because the allowed time frame was exceededNotification of this was sent via email to you at [redacted] @NEEL-SCHAFFER.COM When I spoke with you by phone today, I advised you that I made an exception and backdated your service chargesI also submitted a refund check of $Please allow two to three weeks for processing Your DISH Network account has been closed and has a zero balance If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/18) */ My issue has been totally resolved in a timely mannerI am satisfied and thank you, Revdex.com, for your assistance in getting through to DISH
October 27, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs [redacted] : On October 12, 2017, we received your complaint, dated October 11, 2017, filed with the Revdex.com You indicated that you are experiencing technical issues and you do not agree with the $fee for a technician visitYou also disputed adding the $Protection Plan, which will reduce this fee to $In addition, you said that your service was disconnected without your authorizationFurthermore, you disputed the early termination fee and that your account was sent to collections and you maintain that you have not received a response to your request for assistance Our records reveal your service was disconnected on August 12, 2017, at the request of [redacted] , the authorized user on your account Our records reveal that the early termination fee was waived by Mr [redacted] in our Executive Escalations DepartmentHe also submitted a refund for $and requested that the account be removed from your credit file When I spoke with Mr [redacted] by telephone today, he confirmed that all issues have been resolved If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
August 8, Dear Mr***: On August 5, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com You indicated that even after many phone calls to DISH Network, your issues were not resolvedIn addition, you were dissatisfied with your customer service experience with one of our agents When I spoke with you, I advised you that your refunds were being processedI also advised you of your balance and the current past-due amount I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representatives We take our customer service seriously and we strive to be the best in our industry Our customers are very important to us, and we sincerely apologize for the service that you received Please understand that as a growing company, we are continuously training all of our employees and constantly re-evaluating our customer service There is no excuse for being inconsistent or insufficient to those that have made us what we are today – our customers! If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT
September 28, Dear MrPaprocki: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com You said that your information was used to initiate a DISH Network account without your authorization You indicated that you felt DISH Network does not have adequate security to prevent identity theft Per the voicemail you left me, I did not attempt to contact you by phone any further We sincerely regret that you do not agree with DISH Network’s policies and procedures Our Identity Theft Team advised me that your claim was received and accepted If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
December 19, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 8, 2017, we received your complaint, dated December 7, 2017, filed with the Revdex.com You said that you made a payment to remove DISH Pause and restore your service, but it was not restored You requested that your service be restarted, you receive a credit, and your account be changed from pay in advance When we spoke today, your service had already been restoredI advised you that your account was established as pay in advance due to the credit information we received and the status would not changeI made an exception and I offered you a one-month credit, and you accepted If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Gabriel R [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ August 13, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] ***: On August 4, 2015, we received your complaint, dated August 3, 2015, filed with the Revdex.com You said that you want to cancel your account because you didn't receive the service you agreed toYou also asked that we refund your payment When we spoke by phone, I advised you that I will meet your request and close your account without penaltyI provided you with our equipment return disclosuresI told you to contact me once you have returned your leased equipment so that I can start the refund process If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
January 3, Ms [redacted] ** [redacted] , ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 2, 2017, we received your complaint, dated December 30, 2016, filed with the Revdex.com You expressed concern about your monthly rate and the level of customer service you receivedWhen we spoke, I attempted to explain your monthly rate and how it was lowered each month by credits that you were receiving Our records indicate that you were receiving a monthly $courtesy credit that ended with your December 17, 2016, bill Before that credit you were receiving a monthly $credit and a monthly $credit As I explained, agents have some discretion when applying credits but they have business rules that they must abide by when doing so Please note that as you are subscribing to an ongoing service, your monthly rate will increase over time, as provided for in our Residential Customer Agreement You also said that you do not use your model receiver for months at a time, so I offered to mark it as purchased so that you may deactivate it when it is not in use, but you declined my offerWe sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
April 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On April 5, 2016, we received your complaint, dated April 3, 2016, filed with the Revdex.com You indicated that your account was not disconnected as you requestedYou also expressed concern with the customer service you received When I spoke with you by telephone today, I informed you that our records show only one disconnection request, on March 19, You said that you first attempted to disconnect through Frontier, as your account is bundled with them During our conversation, you stated that you would like to continue with direct DISH Network serviceYour monthly service charges are $plus taxI provided you with a monthly credit of $for months, which will reduce your monthly cost to $plus taxYou accepted this offer If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514-
Dear Ms [redacted] : On January 28, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.com My attempts to reach you by phone on February 3, and 5, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that after your system was installed you found that you had been misledYou requested that we close your account without penalty and we provide you with a refundI have been unable to investigate your claim, as you didn’t provide specifics as to how you were misledPlease contact me directly at ###-###-####, so that I may assist youSincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Complaint: [redacted] I am rejecting this response because: Your "records" indicate I received the failed-payment email in ERROR??????? You have GOT to be kidding me.......or is this your way of covering your behind????? Then why didn't the rep I chatted with - [redacted] ID # [redacted] - indicate this????? She asked if I wanted her to try and put the payment thru again and I told her "yes, the funds have been in there, as long as this doesn't cause a duplicate payment" This chick indicated it WOULD NOT cause a duplicate payment!!!!! Apparently she needs retrained after every coffee break, as the supervisor [redacted] ID # [redacted] indicated in a 3-way call with my bank that she should NOT have told me that, and he was going to speak with HER supervisor!!!! And yes, ***, you did call my house - once you left a message while I was having surgery, and the second time, yes, I refused to speak with you and told you that if you have anything to say, do so thru the Revdex.com!!!! They are now in charge of this matter once a complaint was filed and need to know everything that transpires Furthermore, Dish did not reimburse the $overdraft fee even tho it indicates as such on my new bill received online; my bank did when I filed a FRAUD COMPLAINT!!!!!!! Your company, thru their "error" email, caused me HELL at a time when I especially did not need it!!!!!!!!!!!! NOW the case is closed!!!!!!!! Sincerely, [redacted] ***
My complaint # [redacted] against Dish has been resolved and I am satisfied I am very grateful to you and to Revdex.com for all your help Kind regards, [redacted] ***