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
July 19, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com You said that Cinemax was added to your bill and you have been unable to have it removedYou also indicated that you were without service and you didn’t receive any compensationYou requested a credit for the Cinemax charges and a credit for the time you were without service When we spoke by phone, I informed you that Cinemax was added through your receiver on July 6, 2016, and was removed on July 12, 2016, through your receiverYou were billed a total of $for the Cinemax and when it was removed, you received a credit of $ I confirmed that the agent you spoke with yesterday provided you with a $credit for the time you were without the service 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
January 29, Mr*** *** *** ** *** *** ***
*** *** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 25, 2018, we received your complaint, dated January 25, 2018, filed with the Revdex.com In your complaint, you indicated that a service technician damaged your TV. You said that your claim was denied because there was no proof the damage was caused by the technician. You requested that DISH Network replace your TV When I spoke with you today, you informed me that you moved the TV prior to the technician touching it. You stated that the technician pointed out a crack in the screen to you with his flashlight, but he claimed no responsibility. You further described to me how, after the technician left, you took a tool and tapped it against the glass to see if this might cause such a crack in the glass, which you said it did. You admitted that you did not see the technician cause damage to the TV. I explained that your claim was denied and that we are waiting for a final letter from the subcontractor, *** *** ***., as they would be the party issuing the denial letter. 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 (720) 514- Sincerely, Kimber S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...July 14, 2016 Ms*** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 8, 2016, we received your complaint, dated July 5, 2016, filed with the Revdex.comMy attempts to reach you by phone on July 12, and 14, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you are going through a divorce and that your credit card account was debited for a payment on your ex-husband’s accountYou feel that this charge was unauthorized and you requested a refund Our records reveal that the credit card account we debited was the one used to qualify for the DISH Network serviceBased on the promotion guidelines, the credit card account used to qualify is subject to charges for the early termination feeSince the contract was not fulfilled, your card account was debited $for the early termination fee As your divorce is not final, this is a civil matter and we are unable to get involvedEnclosed a copy of your and your husband’s contract, which has your signature on it, for your records. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT*** ***
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
*** ***
November 4, MsLana Kay Savage Sparks CirAlpena, AR Re: Revdex.com Complaint # 8255909079972664- Dear MsSavage: On November 4, 2016, we received your rebuttal, dated November 3, 2016, filed with the Revdex.com You maintain that you experienced technical issues the entire time you had service As I explained previously, we were not given any opportunity to resolve your issue. Our records do not indicate that DISH Network was made aware of any issue until September 2016, and once we were made aware, you declined our resolution to trim the branch that was blocking your signal. As such, we are unable to provide any refund for this issue If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave Simons 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 David Laslo
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
I have accepted Dish response and have chosen to disconnect my service with Dish Network at no charge to me*** *** from Dish Network replied to me on Thursday November 30, Dish Network will send out prepaid packaging within to days for me to send equipment back before days is up with no charge to meDish Network and I have come to this agreement and I am now satisfiedThanks Revdex.com for your help in resolving this matter
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,
*** ***
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,
*** ***
March 2, Mr*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr
***: On March 1, 2016, we received your complaint, dated February 28, 2016, filed with the Revdex.com You stated that you were offered certain promotional terms that were subsequently removed or altered As I advised you, I reviewed all three of your chats and your sales call and I could find no instance in which you were provided incorrect information. You were offered details for two separate promotions--the 3-Year Price Lock and the First Year Savings offer During our call, you advised me that you were satisfied with the monthly rates provided but that the last supervisor you spoke with removed the free Netflix offer. I reviewed your sales call again and found that as you requested the First Year Savings offer, your account is ineligible for the Netflix offer. As the agent and supervisor with whom you spoke advised you, the free Netflix offer can only be applied if you choose the 3-Year Price Lock offer The pricing you requested in your complaint would not enable you to receive the free Netflix offer While we sincerely regret any confusion, should you choose to initiate a DISH Network account, you would need to choose the 3-Year Price Lock offer in order to take part in the free Netflix 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: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 11, 2015/08/24) */
August 13,
*** ***
***
Re: Revdex.com Complaint # ***
Dear *** ***:
On August 7, 2015, we received your correspondence, dated August 6, 2015, filed with the
Revdex.com
You said that you established satellite TV and internet service for one year and maintain you were unaware of the two-year term commitmentYou indicated that the equipment was returned to DISH Network in March
Our records reveal that you are participating in the dishNET Internet promotion with a 24-month commitment starting October 16,
On July 17, 2015, the leased satellite TV equipment was returned and the service was disconnected
When we spoke today, I advised you that I made an exception and waived the internet early termination feePer your request, I disconnected the internet service and removed the balance due of $This includes service rendered and a return shipping fee for the return of the leased modem
You said that your daughter will return the leased modem to DISH NetworkA return box with label will be delivered to the account physical address (***) by UPS
We regret any inconvenience you may have experienced
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: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
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
*** ***
*** *** ***
*** *** ***
** *** ***
*** ** ***
*** *** *** * ***
***
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
###-###-####
*** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
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 *** ***
March 30, 2016 Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms
***: On March 25, 2016, we received your complaint, dated March 24, 2016, filed with the Revdex.comYou disputed the early termination fee applied to your DISH Network account. You requested the fee be waived and to receive a refundWhen we spoke, I advised you that your early termination fee was waived on March 24, 2016. Additionally, a refund of $was sent to your bank on March 28, I reviewed your calls and account notes and I found that your account was disconnected due to non-payment on January 31, 2016. You contacted us on March 14, 2016, to restart your account; however, you had moved. The agent set up a technician visit as you indicated that you had a dish on the house already, but your service was not working. The technician then contacted us on March 24, 2016, to modify your work order for a DISH MoDeal and equipment upgrade rather than just an equipment upgradeYou contacted us later on the same day to request monthly credits for your accountWhile your account was disconnected due to non-payment and you thereby forfeited your credits, the agent advised you that he would submit a form to request those credits be reappliedI was unable to find any calls wherein you were advised that your DISH’n It Up 24-month commitment and your initial 24-month commitment would be mergedPlease note that your 24-month commitment from your initial installation was not satisfied, so the $early termination fee for that agreement was valid; however, our Office of the President made the exception to waive all early termination fees on the account. Enclosed are copies of your initial Flex and DISH’n It Up customer agreements for your recordsIf 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
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 *** ***
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 ###-###-####
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,
*** ***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 20,
Ms*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 19, 2015, we received your complaint, dated August 16, 2015, filed with the
Revdex.com
You disputed the installation fee for the internet serviceYou also indicated that you do not want to be charged for service until after the internet is installed
This system was installed on August 14, 2015, and your billing began on that date
When I spoke with you by telephone today, I informed you that our records reveal that an installation fee of $was applied to your account, but a $credit was also applied to reduce that fee to $However, on August 17, 2015, when you contacted our customer service center, the whole $was reversed
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: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
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
July 19, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com You said that Cinemax was added to your bill and you have been unable to have it removedYou also indicated that you were without service and you didn’t receive any compensationYou requested a credit for the Cinemax charges and a credit for the time you were without service When we spoke by phone, I informed you that Cinemax was added through your receiver on July 6, 2016, and was removed on July 12, 2016, through your receiverYou were billed a total of $for the Cinemax and when it was removed, you received a credit of $ I confirmed that the agent you spoke with yesterday provided you with a $credit for the time you were without the service 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
January 29, Mr*** *** *** ** *** *** ***
*** *** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On January 25, 2018, we received your complaint, dated January 25, 2018, filed with the Revdex.com In your complaint, you indicated that a service technician damaged your TV. You said that your claim was denied because there was no proof the damage was caused by the technician. You requested that DISH Network replace your TV When I spoke with you today, you informed me that you moved the TV prior to the technician touching it. You stated that the technician pointed out a crack in the screen to you with his flashlight, but he claimed no responsibility. You further described to me how, after the technician left, you took a tool and tapped it against the glass to see if this might cause such a crack in the glass, which you said it did. You admitted that you did not see the technician cause damage to the TV. I explained that your claim was denied and that we are waiting for a final letter from the subcontractor, *** *** ***., as they would be the party issuing the denial letter. 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 (720) 514- Sincerely, Kimber S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Tell us why here...July 14, 2016 Ms*** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On July 8, 2016, we received your complaint, dated July 5, 2016, filed with the Revdex.comMy attempts to reach you by phone on July 12, and 14, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you are going through a divorce and that your credit card account was debited for a payment on your ex-husband’s accountYou feel that this charge was unauthorized and you requested a refund Our records reveal that the credit card account we debited was the one used to qualify for the DISH Network serviceBased on the promotion guidelines, the credit card account used to qualify is subject to charges for the early termination feeSince the contract was not fulfilled, your card account was debited $for the early termination fee As your divorce is not final, this is a civil matter and we are unable to get involvedEnclosed a copy of your and your husband’s contract, which has your signature on it, for your records. If there are further questions or concerns about this issue, please feel free to contact me at *** ***. Sincerely, *** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT*** ***
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
*** ***
November 4, MsLana Kay Savage Sparks CirAlpena, AR Re: Revdex.com Complaint # 8255909079972664- Dear MsSavage: On November 4, 2016, we received your rebuttal, dated November 3, 2016, filed with the Revdex.com You maintain that you experienced technical issues the entire time you had service As I explained previously, we were not given any opportunity to resolve your issue. Our records do not indicate that DISH Network was made aware of any issue until September 2016, and once we were made aware, you declined our resolution to trim the branch that was blocking your signal. As such, we are unable to provide any refund for this issue If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave Simons 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 David Laslo
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
I have accepted Dish response and have chosen to disconnect my service with Dish Network at no charge to me*** *** from Dish Network replied to me on Thursday November 30, Dish Network will send out prepaid packaging within to days for me to send equipment back before days is up with no charge to meDish Network and I have come to this agreement and I am now satisfiedThanks Revdex.com for your help in resolving this matter
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,
*** ***
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,
*** ***
March 2, Mr*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** *** Dear Mr
***: On March 1, 2016, we received your complaint, dated February 28, 2016, filed with the Revdex.com You stated that you were offered certain promotional terms that were subsequently removed or altered As I advised you, I reviewed all three of your chats and your sales call and I could find no instance in which you were provided incorrect information. You were offered details for two separate promotions--the 3-Year Price Lock and the First Year Savings offer During our call, you advised me that you were satisfied with the monthly rates provided but that the last supervisor you spoke with removed the free Netflix offer. I reviewed your sales call again and found that as you requested the First Year Savings offer, your account is ineligible for the Netflix offer. As the agent and supervisor with whom you spoke advised you, the free Netflix offer can only be applied if you choose the 3-Year Price Lock offer The pricing you requested in your complaint would not enable you to receive the free Netflix offer While we sincerely regret any confusion, should you choose to initiate a DISH Network account, you would need to choose the 3-Year Price Lock offer in order to take part in the free Netflix 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: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 11, 2015/08/24) */
August 13,
*** ***
***
Re: Revdex.com Complaint # ***
Dear *** ***:
On August 7, 2015, we received your correspondence, dated August 6, 2015, filed with the
Revdex.com
You said that you established satellite TV and internet service for one year and maintain you were unaware of the two-year term commitmentYou indicated that the equipment was returned to DISH Network in March
Our records reveal that you are participating in the dishNET Internet promotion with a 24-month commitment starting October 16,
On July 17, 2015, the leased satellite TV equipment was returned and the service was disconnected
When we spoke today, I advised you that I made an exception and waived the internet early termination feePer your request, I disconnected the internet service and removed the balance due of $This includes service rendered and a return shipping fee for the return of the leased modem
You said that your daughter will return the leased modem to DISH NetworkA return box with label will be delivered to the account physical address (***) by UPS
We regret any inconvenience you may have experienced
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: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
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
*** ***
*** *** ***
*** *** ***
** *** ***
*** ** ***
*** *** *** * ***
***
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
###-###-####
*** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
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 *** ***
March 30, 2016 Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Ms
***: On March 25, 2016, we received your complaint, dated March 24, 2016, filed with the Revdex.comYou disputed the early termination fee applied to your DISH Network account. You requested the fee be waived and to receive a refundWhen we spoke, I advised you that your early termination fee was waived on March 24, 2016. Additionally, a refund of $was sent to your bank on March 28, I reviewed your calls and account notes and I found that your account was disconnected due to non-payment on January 31, 2016. You contacted us on March 14, 2016, to restart your account; however, you had moved. The agent set up a technician visit as you indicated that you had a dish on the house already, but your service was not working. The technician then contacted us on March 24, 2016, to modify your work order for a DISH MoDeal and equipment upgrade rather than just an equipment upgradeYou contacted us later on the same day to request monthly credits for your accountWhile your account was disconnected due to non-payment and you thereby forfeited your credits, the agent advised you that he would submit a form to request those credits be reappliedI was unable to find any calls wherein you were advised that your DISH’n It Up 24-month commitment and your initial 24-month commitment would be mergedPlease note that your 24-month commitment from your initial installation was not satisfied, so the $early termination fee for that agreement was valid; however, our Office of the President made the exception to waive all early termination fees on the account. Enclosed are copies of your initial Flex and DISH’n It Up customer agreements for your recordsIf 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
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 *** ***
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 ###-###-####
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,
*** ***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 20,
Ms*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 19, 2015, we received your complaint, dated August 16, 2015, filed with the
Revdex.com
You disputed the installation fee for the internet serviceYou also indicated that you do not want to be charged for service until after the internet is installed
This system was installed on August 14, 2015, and your billing began on that date
When I spoke with you by telephone today, I informed you that our records reveal that an installation fee of $was applied to your account, but a $credit was also applied to reduce that fee to $However, on August 17, 2015, when you contacted our customer service center, the whole $was reversed
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: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***