March 17, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com You said that the Hopper receiver did not work properly so you disconnected your serviceYou indicated that the early termination fee was supposed to be waived and you disputed the account being turned over to collections for a balance of $ This account was activated on May 28, 2013, under the Digital Home Advantage (DHA) iPad 24-month agreementSince you did not fulfill the commitment, you were charged a $early termination feeThere was also an unpaid programming balance of $that was included in the $ When I spoke with you by telephone today, I informed you that there is no record that the early termination fee was to be waivedNevertheless, as an exception, I removed the $balance and notified collections to remove this account from your credit reportPlease allow six to eight weeks for processing If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** ***
* *** ***
January 19, Mr*** *** *** *** *** *** *
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 2, 2018, we received your complaint, dated January 1, 2018, filed with the Revdex.com You maintain that when you called to establish your TV service, you made it clear that you would only order the TV service if you were provided internet serviceAlthough they referred you to *** to schedule the installation of the internet service, you never contacted ***, yet the internet was installedYou indicated that it was not installed correctly and you are subject to penalties by your apartment complexThe said the internet speed is too slow and the internet does not workYou requested that DISH Network provide you with an alternative internet provider When I spoke with you by telephone today, I advised you that you established this account through *** *** ***, an independent retailerThey offer service from different providersPlease contact them directlyHowever, this is not a bundled accountAs your concerns are not DISH Network issues, please contact *** directly regarding the internet service At this time we do not provide internet service in your area I provided you with one month of service credit ($71.62) as a courtesy If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
February 26, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com You stated that you received a collection notice regarding a $balance owed to DISH NetworkYou claim that you were told in October that there was no balance owed on your accountYou requested that these charges be waived and removed from collections My three attempts to contact you at (510) 213-on February 24, and 26, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at *** and *** (copy enclosed), but I have not received a response When you purchased your DISH Network service, you signed a 24-month contractual commitmentYou did not maintain service for months so you have been billed a prorated early termination fee of $Additionally, the leased equipment was not returnedYou are being billed $for unreturned equipmentThe additional balance is for taxes and programmingI have enclosed a copy of your contract and statements for your review You indicated that you spoke to a DISH Network representative who advised you that your account balance was resolved I reviewed the call records on your account and I was unable to confirm your claim As a courtesy, I waived one of the equipment charges, the programming balance and the equipment return feeThis reduced the balance to $ If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely,
*** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** Enclosures (3) cc: *** * *** *** *** *** *** *** ** *** ** *** *** ***
January 31, Ms*** *** ** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear Ms***: On January 31, 2018, we received your rebuttal, dated January 30, 2018, filed with the Revdex.com You maintain you were told that your DISH Network balance had been waived Our records indicate you were specifically advised that your early termination fee would apply, as you were disconnecting your DISH Network account prior to the end of your 24-month commitmentPlease note that your decision to relocate is out of DISH Network’s control, and our customer agreement provides that your 24-month commitment and associated early termination fee remain in effect if you move. Additionally, our records reflect no offers to waive your balance, nor does your account billing show any adjustments. Your balance has remained the same since the return of your leased equipment in September Please refer to my previous response wherein I explained that you did not provide us with an updated address when you disconnected your account, so your boxes were sent to the address on file If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** 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 *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
September 8, Dear Mrand Mrs***: On September 8, 2016, we received your rebuttal, dated September 7, 2016, filed with the Revdex.com You expressed concern about the $debited from your credit card account When we spoke, I explained that it was provided as the qualifying credit card account for your DISH Network account. Per the terms of our customer agreement, early termination and unreturned equipment fees may be applied to the qualifying credit card account. Due to a system issue, your balance was handled as an early termination fee and auto-debited I refunded the $back to your bank and account and I waived the balance as a courtesyWe 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, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with
the Revdex.com
You disputed the early termination fee associated with your DISH Network accountYou requested to have the fee waived
I attempted to reach you at (XXX) XXX-XXXX on June 10, and 12, 2015, and I left three voicemails
According to our records, you requested and received an equipment upgrade on December 19, 2014, through our DISH'n It Up (DIU) promotionEquipment upgrades through DIU require a new 24-month commitmentOur records indicate that you agreed to the terms of the 24-month commitment during the call when you requested the upgrade and by signing the DIU customer agreement (copy enclosed)
As I advised you in my last message, I made an exception and waived your early termination fee; however, as you agreed to, and received the benefits of, the DIU promotion, the fee was correct
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
December 16,
*** *** ***
*** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 15, 2015, we received your complaint, dated December 11, 2015, filed with the Revdex.com
You
requested to be released from your 24-month commitment to DISH Network serviceYou maintain you were not advised that our Video on Demand and the DISH Anywhere functions require the use of the internet
As with all streaming services, internet service is requiredYour internet service was not discussed in our sales chat because we did not provide or sell you internet service
As an exception, I released you from the 24-month commitmentYou are scheduled for disconnection on December 18, Please return the Hopper and Joey receivers to avoid unreturned equipment feesPlease keep the return tracking numbers for your records
If there are further questions or concerns about this issue, please feel free to contact me at (*** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(*** ***
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint Response Date bumped because: Data Base Migration
March 30, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 25, 2016, we received your correspondence, dated March 23, 2016, filed with the Revdex.com You stated you experienced difficulty disconnecting your DISH Network serviceYour account was placed on DISH Pause while you completed your contractual commitmentHowever, DISH Pause ended in January Your service charges resumed and your account was disconnected on March 23, You claim that you’re being charged $in errorYou requested that this matter be resolved and the monies be refunded to you When we spoke on March 28, 2016, I agreed to resolve your account balance and I issued a refund for the $You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** ***
Initial Business Response /* (1000, 5, 2015/09/08) */
September 3,
Ms*** ***
***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 31, 2015, we received your complaint, dated August 28, 2015,
filed with the Revdex.com
You said that you experienced technical and billing issues and when you contacted DISH Network, you were advised nothing could be doneYou indicated that you disconnected your account but then your bank account was debited without authorization
I attempted to reach you at (XXX) XXX-XXXX on September 1, and 3, 2015, and I left three voicemails
As I advised you in my last message, our records indicate that we received one technical support call from youon May 5, A technician was dispatched and found that the cable for your *** was badHe replaced it and then a replacement Hopper was sent to you
Your account was interrupted due to non-payment on June 22, 2015, and disconnected on July 22, 2015, as no payment was receivedAs provided for in our customer agreements, unreturned equipment fees were applied to your account and, as the equipment was not received, the fees were automatically debited from the credit or debit card account you provided for qualification
We received the leased equipment on August 29, 2015, and a refund of $was sent to your bank on September 2,
As you agreed to the automatic debiting of the fees when you signed the enclosed DISH'n It Up customer agreement, we are unable to provide further reimbursement or compensation
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though they credited my account the 595.95, they failed to reimburse the fees I accruedHowever,regardless of the money, they are not being honestI had put in several tickets for technical support to no avail , as well as two individuals,to my home, on two separate occasions, for the same problemFinally it was fixedFor them to respond in such an untruthful manner is appallingThey did debit illegally: they sent the ups to drop off and to pick up, therefore , they knew they had their equipment on the way, yet they still chargedIf I had kept the equipment, or damaged, I can see them charging;however, they had everything time stamped and arranged via ups, so they are being untruthfulIn addition, I received one message from them, and it was rude, and I had already filed a complaintThe money was my primary problem for filing, however the lack of customer care: extreme rudeness,and lyingThe original problem took two months to fix, yet they wanted to charge me for services not renderedI ended up paying for a month of service I did not even getThey are an extremely unprofessional companySo, though I got the back, they did not truly satisfy: no reimbursement of fees, no compensation for problems I had because of this situation, and not a single apology !
Final Business Response /* (4000, 9, 2015/09/29) */
September 22,
Ms*** Newcomb
***XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear MsNewcomb:
On September 21, 2015, we received your rebuttal, dated September 11, 2015, filed with the Revdex.com
You maintain that you experienced ongoing technical issues and you said that DISH Network debited your bank account without authorizationYou also indicated that you did not have service for two months
Our records show that you contacted us concerning this issue on May 5, 2015, and a technician resolved it on May 6, We received no other calls for technical assistance and your account was disconnected due to non-payment on July 22, The other technician visit to which you referred was on July 21, 2014, almost a year prior to the reporting of this issue
As I explained previously, when you signed the customer agreement agreeing to the terms set forth by DISH Network, you agreed that if your account is disconnected due to non-payment, unreturned equipment fees will be applied immediatelyYou also agreed that these fees would be automatically debited from the credit or debit card you provided to qualify
While we regret any inconvenience, we are unable to provide any compensation or reimbursement for this issue
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
January 25, Mrand Mrs*** and *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear Mrand Mrs***: On January 24, 2018, we received your rebuttal, dated January 23, 2018, filed with the Revdex.com You indicated that you received poor customer service and did not receive an apology I reviewed your calls to us and found no instance of our agents being rude or raising their voices. This courtesy and professionalism was not reciprocated, however. Additionally, when we spoke, I never advised you that Mr*** removed the Protection Plan; that service was never discussed during the call While we regret that your experience did not meet your expectations, I was unable to find any instances of poor customer service during your calls If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** 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 *** ***
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 7, 2015, we received your complaint, dated August 6, 2015,
filed with the Revdex.com
You said that you were given incorrect information when you initiated a dishNET internet accountYou requested to have the dish removed from your roof
When we spoke, I advised you that I reviewed your calls and found that the salesperson provided you with correct informationWhen you asked him if the dish would be removed if the service did not work for you, he clarified that the technician would test the system before leaving and if it was found we could not provide service he would remove the systemAs you were receiving service, the technician left your system in placeIn addition, the salesperson advised you that the internet speed was not guaranteed and that the package which you selected would provide up to Mbps
You were also informed that once your work order was complete, you would be bound by the terms of the customer agreementDue to a system issue, however, your work order would not close in our system when the technician completed his installationAs such, your work order was cancelled without ever being activated
As a courtesy, I offered to reimburse you up to $for the removal of the dishAs I explained, without an active account or open new connect order, we are unable to create a work order
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 (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Dave and he advised me, that once I get it removed, he will reimburse me up to $
He left me a voicemail to give me the fax number or email to send the receipt toSo I will be doing that when I get back in town next week
*** *** ***
*** *** ***
** *** ***
*** ** ***
*** *** *** * ***
***
Dear Mr***:
On December 9, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.comMy attempts to reach you by phone
on December 10, and 14, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that the service was misrepresented, as you found that *** *** would not work with your internetWhen you closed your account, you were told that the early termination fee was waivedYou also said that your equipment was returnedYou expressed concern regarding the balance due on your account
Our records reflect that before your service was activated, the technician contacted our customer service regarding the *** ***We advised him that it would not work with our satellite internetThere are no notes on your account indicating that you had technical issues
Our records do not reflect that we agreed to release you from your contractAlso, your leased equipment has not been returnedWe consider the balance to be accurate
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
###-###-####
*** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because: the original call where it was agreed a service rep would come get my tria was when I called to transfer service from crescent to Omaha That is the call you need to listen to I had to cancel my internet service times before it finally happened The first time was when my service was transfered And yes ***, you did tell me dish doesn't Bill in advance and said you wouldn't give me my refund because it wasn't my money due back to me. Thanks
Sincerely,
*** ***
January 3, Dear Mr***: On January 3, 2017, we received your complaint, dated January 2, 2017, filed with the Revdex.com You expressed concern regarding the technical issues you experiencedYou said that a technician was sent to your
home a number of times before the issue was resolvedHowever, you decided to disconnect your account and you feel that the early termination fee should be waived When we spoke I advised you that, although we consider your contract to be valid, I would reduce your current balance to $You agreed to my offer If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
August 18, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On August 18, 2016, we received your rebuttal, dated August 18, 2016, filed with the Revdex.com You said that the signature on the contract is not yours Please note, the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We consider your contract to be valid If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** ***
Complaint: ***
I am rejecting this response because:I provided two numbers to a contact for my bank I also stated that I could get any other documentation needed from my bank...letter, etc
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 30, Dear Mr***: On November 28, 2016, we received your complaint, dated November 22, 2016, filed with the Revdex.com You maintain that you disconnected your service due to the loss of some channelsYou expressed concern that your
debit/credit card account was debited $ten months after the service was disconnectedYou indicated that your credit card account number was changed and you did not provide the new number to us When I spoke with you by telephone today, you could not provide me with the channels you lostOur records reveal that when you disconnected your service, you did not provide us with a reason for the disconnection at that time either This account was established on September 16, 2015, under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed)The agreement states that we reserve the right to change programming, prices and packages at any timeSince you disconnected the service on January 5, 2016, you did not fulfill the 24-month agreement and you were charged a $early termination fee As you were enrolled in Credit Card Autopay (CCA) we have attempted to collect the early termination fee since January Although you maintain that your bank claims that they did not provide us with the new credit card account number, they participated in a process that provided us with your new card number and expiration date in June of This is normally done for the customer’s convenience, so that the customer does not go into delinquency if they forget to change their payment informationAll attempts to collect the early termination fee were declined due to insufficient funds until November 21, 2016, when the payment of $was finally clearedThis update did not occur within the collections processThese charges are valid and no refund is due If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### Enclosure
February 23, Mr*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On February 19, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com You stated that you recently purchased DISH Network service and you were quoted a bundled rate of $plus tax including internet and phone through FrontierYou have been billed at a higher rate then you were quoted and your attempts to resolve this matter have been unsuccessfulYou requested that your early termination be waived so you may disconnect your account without penalty When we spoke today, I advised you that I reviewed your recorded sales call and confirmed that you were quoted a rated of $I also confirmed that you were billed corrected on the DISH Network side, but the Frontier charges are higher than you were quotedAs a courtesy, I agreed to waive your early termination fee and your service is scheduled to be disconnected on February 25, You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
March 17, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com You said that the Hopper receiver did not work properly so you disconnected your serviceYou indicated that the early termination fee was supposed to be waived and you disputed the account being turned over to collections for a balance of $ This account was activated on May 28, 2013, under the Digital Home Advantage (DHA) iPad 24-month agreementSince you did not fulfill the commitment, you were charged a $early termination feeThere was also an unpaid programming balance of $that was included in the $ When I spoke with you by telephone today, I informed you that there is no record that the early termination fee was to be waivedNevertheless, as an exception, I removed the $balance and notified collections to remove this account from your credit reportPlease allow six to eight weeks for processing If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** ***
* *** ***
January 19, Mr*** *** *** *** *** *** *
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 2, 2018, we received your complaint, dated January 1, 2018, filed with the Revdex.com You maintain that when you called to establish your TV service, you made it clear that you would only order the TV service if you were provided internet serviceAlthough they referred you to *** to schedule the installation of the internet service, you never contacted ***, yet the internet was installedYou indicated that it was not installed correctly and you are subject to penalties by your apartment complexThe said the internet speed is too slow and the internet does not workYou requested that DISH Network provide you with an alternative internet provider When I spoke with you by telephone today, I advised you that you established this account through *** *** ***, an independent retailerThey offer service from different providersPlease contact them directlyHowever, this is not a bundled accountAs your concerns are not DISH Network issues, please contact *** directly regarding the internet service At this time we do not provide internet service in your area I provided you with one month of service credit ($71.62) as a courtesy If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
February 26, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com You stated that you received a collection notice regarding a $balance owed to DISH NetworkYou claim that you were told in October that there was no balance owed on your accountYou requested that these charges be waived and removed from collections My three attempts to contact you at (510) 213-on February 24, and 26, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at *** and *** (copy enclosed), but I have not received a response When you purchased your DISH Network service, you signed a 24-month contractual commitmentYou did not maintain service for months so you have been billed a prorated early termination fee of $Additionally, the leased equipment was not returnedYou are being billed $for unreturned equipmentThe additional balance is for taxes and programmingI have enclosed a copy of your contract and statements for your review You indicated that you spoke to a DISH Network representative who advised you that your account balance was resolved I reviewed the call records on your account and I was unable to confirm your claim As a courtesy, I waived one of the equipment charges, the programming balance and the equipment return feeThis reduced the balance to $ If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely,
*** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** Enclosures (3) cc: *** * *** *** *** *** *** *** ** *** ** *** *** ***
January 31, Ms*** *** ** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear Ms***: On January 31, 2018, we received your rebuttal, dated January 30, 2018, filed with the Revdex.com You maintain you were told that your DISH Network balance had been waived Our records indicate you were specifically advised that your early termination fee would apply, as you were disconnecting your DISH Network account prior to the end of your 24-month commitmentPlease note that your decision to relocate is out of DISH Network’s control, and our customer agreement provides that your 24-month commitment and associated early termination fee remain in effect if you move. Additionally, our records reflect no offers to waive your balance, nor does your account billing show any adjustments. Your balance has remained the same since the return of your leased equipment in September Please refer to my previous response wherein I explained that you did not provide us with an updated address when you disconnected your account, so your boxes were sent to the address on file If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** 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 *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
September 8, Dear Mrand Mrs***: On September 8, 2016, we received your rebuttal, dated September 7, 2016, filed with the Revdex.com You expressed concern about the $debited from your credit card account When we spoke, I explained that it was provided as the qualifying credit card account for your DISH Network account. Per the terms of our customer agreement, early termination and unreturned equipment fees may be applied to the qualifying credit card account. Due to a system issue, your balance was handled as an early termination fee and auto-debited I refunded the $back to your bank and account and I waived the balance as a courtesyWe 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, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12,
*** *** ***
*** *** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with
the Revdex.com
You disputed the early termination fee associated with your DISH Network accountYou requested to have the fee waived
I attempted to reach you at (XXX) XXX-XXXX on June 10, and 12, 2015, and I left three voicemails
According to our records, you requested and received an equipment upgrade on December 19, 2014, through our DISH'n It Up (DIU) promotionEquipment upgrades through DIU require a new 24-month commitmentOur records indicate that you agreed to the terms of the 24-month commitment during the call when you requested the upgrade and by signing the DIU customer agreement (copy enclosed)
As I advised you in my last message, I made an exception and waived your early termination fee; however, as you agreed to, and received the benefits of, the DIU promotion, the fee was correct
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
December 16,
*** *** ***
*** *** ***
*** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 15, 2015, we received your complaint, dated December 11, 2015, filed with the Revdex.com
You
requested to be released from your 24-month commitment to DISH Network serviceYou maintain you were not advised that our Video on Demand and the DISH Anywhere functions require the use of the internet
As with all streaming services, internet service is requiredYour internet service was not discussed in our sales chat because we did not provide or sell you internet service
As an exception, I released you from the 24-month commitmentYou are scheduled for disconnection on December 18, Please return the Hopper and Joey receivers to avoid unreturned equipment feesPlease keep the return tracking numbers for your records
If there are further questions or concerns about this issue, please feel free to contact me at (*** ***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(*** ***
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Complaint Response Date bumped because: Data Base Migration
March 30, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 25, 2016, we received your correspondence, dated March 23, 2016, filed with the Revdex.com You stated you experienced difficulty disconnecting your DISH Network serviceYour account was placed on DISH Pause while you completed your contractual commitmentHowever, DISH Pause ended in January Your service charges resumed and your account was disconnected on March 23, You claim that you’re being charged $in errorYou requested that this matter be resolved and the monies be refunded to you When we spoke on March 28, 2016, I agreed to resolve your account balance and I issued a refund for the $You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** ***
Initial Business Response /* (1000, 5, 2015/09/08) */
September 3,
Ms*** ***
***
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 31, 2015, we received your complaint, dated August 28, 2015,
filed with the Revdex.com
You said that you experienced technical and billing issues and when you contacted DISH Network, you were advised nothing could be doneYou indicated that you disconnected your account but then your bank account was debited without authorization
I attempted to reach you at (XXX) XXX-XXXX on September 1, and 3, 2015, and I left three voicemails
As I advised you in my last message, our records indicate that we received one technical support call from youon May 5, A technician was dispatched and found that the cable for your *** was badHe replaced it and then a replacement Hopper was sent to you
Your account was interrupted due to non-payment on June 22, 2015, and disconnected on July 22, 2015, as no payment was receivedAs provided for in our customer agreements, unreturned equipment fees were applied to your account and, as the equipment was not received, the fees were automatically debited from the credit or debit card account you provided for qualification
We received the leased equipment on August 29, 2015, and a refund of $was sent to your bank on September 2,
As you agreed to the automatic debiting of the fees when you signed the enclosed DISH'n It Up customer agreement, we are unable to provide further reimbursement or compensation
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though they credited my account the 595.95, they failed to reimburse the fees I accruedHowever,regardless of the money, they are not being honestI had put in several tickets for technical support to no avail , as well as two individuals,to my home, on two separate occasions, for the same problemFinally it was fixedFor them to respond in such an untruthful manner is appallingThey did debit illegally: they sent the ups to drop off and to pick up, therefore , they knew they had their equipment on the way, yet they still chargedIf I had kept the equipment, or damaged, I can see them charging;however, they had everything time stamped and arranged via ups, so they are being untruthfulIn addition, I received one message from them, and it was rude, and I had already filed a complaintThe money was my primary problem for filing, however the lack of customer care: extreme rudeness,and lyingThe original problem took two months to fix, yet they wanted to charge me for services not renderedI ended up paying for a month of service I did not even getThey are an extremely unprofessional companySo, though I got the back, they did not truly satisfy: no reimbursement of fees, no compensation for problems I had because of this situation, and not a single apology !
Final Business Response /* (4000, 9, 2015/09/29) */
September 22,
Ms*** Newcomb
***XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear MsNewcomb:
On September 21, 2015, we received your rebuttal, dated September 11, 2015, filed with the Revdex.com
You maintain that you experienced ongoing technical issues and you said that DISH Network debited your bank account without authorizationYou also indicated that you did not have service for two months
Our records show that you contacted us concerning this issue on May 5, 2015, and a technician resolved it on May 6, We received no other calls for technical assistance and your account was disconnected due to non-payment on July 22, The other technician visit to which you referred was on July 21, 2014, almost a year prior to the reporting of this issue
As I explained previously, when you signed the customer agreement agreeing to the terms set forth by DISH Network, you agreed that if your account is disconnected due to non-payment, unreturned equipment fees will be applied immediatelyYou also agreed that these fees would be automatically debited from the credit or debit card you provided to qualify
While we regret any inconvenience, we are unable to provide any compensation or reimbursement for this issue
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
January 25, Mrand Mrs*** and *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # *** *** Dear Mrand Mrs***: On January 24, 2018, we received your rebuttal, dated January 23, 2018, filed with the Revdex.com You indicated that you received poor customer service and did not receive an apology I reviewed your calls to us and found no instance of our agents being rude or raising their voices. This courtesy and professionalism was not reciprocated, however. Additionally, when we spoke, I never advised you that Mr*** removed the Protection Plan; that service was never discussed during the call While we regret that your experience did not meet your expectations, I was unable to find any instances of poor customer service during your calls If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S*** 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 *** ***
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 7, 2015, we received your complaint, dated August 6, 2015,
filed with the Revdex.com
You said that you were given incorrect information when you initiated a dishNET internet accountYou requested to have the dish removed from your roof
When we spoke, I advised you that I reviewed your calls and found that the salesperson provided you with correct informationWhen you asked him if the dish would be removed if the service did not work for you, he clarified that the technician would test the system before leaving and if it was found we could not provide service he would remove the systemAs you were receiving service, the technician left your system in placeIn addition, the salesperson advised you that the internet speed was not guaranteed and that the package which you selected would provide up to Mbps
You were also informed that once your work order was complete, you would be bound by the terms of the customer agreementDue to a system issue, however, your work order would not close in our system when the technician completed his installationAs such, your work order was cancelled without ever being activated
As a courtesy, I offered to reimburse you up to $for the removal of the dishAs I explained, without an active account or open new connect order, we are unable to create a work order
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 (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Dave and he advised me, that once I get it removed, he will reimburse me up to $
He left me a voicemail to give me the fax number or email to send the receipt toSo I will be doing that when I get back in town next week
*** *** ***
*** *** ***
** *** ***
*** ** ***
*** *** *** * ***
***
Dear Mr***:
On December 9, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.comMy attempts to reach you by phone
on December 10, and 14, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt
You said that the service was misrepresented, as you found that *** *** would not work with your internetWhen you closed your account, you were told that the early termination fee was waivedYou also said that your equipment was returnedYou expressed concern regarding the balance due on your account
Our records reflect that before your service was activated, the technician contacted our customer service regarding the *** ***We advised him that it would not work with our satellite internetThere are no notes on your account indicating that you had technical issues
Our records do not reflect that we agreed to release you from your contractAlso, your leased equipment has not been returnedWe consider the balance to be accurate
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
###-###-####
*** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because: the original call where it was agreed a service rep would come get my tria was when I called to transfer service from crescent to Omaha That is the call you need to listen to I had to cancel my internet service times before it finally happened The first time was when my service was transfered And yes ***, you did tell me dish doesn't Bill in advance and said you wouldn't give me my refund because it wasn't my money due back to me. Thanks
Sincerely,
*** ***
January 3, Dear Mr***: On January 3, 2017, we received your complaint, dated January 2, 2017, filed with the Revdex.com You expressed concern regarding the technical issues you experiencedYou said that a technician was sent to your
home a number of times before the issue was resolvedHowever, you decided to disconnect your account and you feel that the early termination fee should be waived When we spoke I advised you that, although we consider your contract to be valid, I would reduce your current balance to $You agreed to my offer If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
August 18, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On August 18, 2016, we received your rebuttal, dated August 18, 2016, filed with the Revdex.com You said that the signature on the contract is not yours Please note, the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We consider your contract to be valid If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** ***
Complaint: ***
I am rejecting this response because:I provided two numbers to a contact for my bank I also stated that I could get any other documentation needed from my bank...letter, etc
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
November 30, Dear Mr***: On November 28, 2016, we received your complaint, dated November 22, 2016, filed with the Revdex.com You maintain that you disconnected your service due to the loss of some channelsYou expressed concern that your
debit/credit card account was debited $ten months after the service was disconnectedYou indicated that your credit card account number was changed and you did not provide the new number to us When I spoke with you by telephone today, you could not provide me with the channels you lostOur records reveal that when you disconnected your service, you did not provide us with a reason for the disconnection at that time either This account was established on September 16, 2015, under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed)The agreement states that we reserve the right to change programming, prices and packages at any timeSince you disconnected the service on January 5, 2016, you did not fulfill the 24-month agreement and you were charged a $early termination fee As you were enrolled in Credit Card Autopay (CCA) we have attempted to collect the early termination fee since January Although you maintain that your bank claims that they did not provide us with the new credit card account number, they participated in a process that provided us with your new card number and expiration date in June of This is normally done for the customer’s convenience, so that the customer does not go into delinquency if they forget to change their payment informationAll attempts to collect the early termination fee were declined due to insufficient funds until November 21, 2016, when the payment of $was finally clearedThis update did not occur within the collections processThese charges are valid and no refund is due If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### Enclosure
February 23, Mr*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On February 19, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com You stated that you recently purchased DISH Network service and you were quoted a bundled rate of $plus tax including internet and phone through FrontierYou have been billed at a higher rate then you were quoted and your attempts to resolve this matter have been unsuccessfulYou requested that your early termination be waived so you may disconnect your account without penalty When we spoke today, I advised you that I reviewed your recorded sales call and confirmed that you were quoted a rated of $I also confirmed that you were billed corrected on the DISH Network side, but the Frontier charges are higher than you were quotedAs a courtesy, I agreed to waive your early termination fee and your service is scheduled to be disconnected on February 25, You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here