Revdex.com:your response was not accuratei did not ask for disconnection I said if I cant get the promo I would cosnider disconnection that is NOT the same thing
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/09) */
June 4,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 2, 2015, we received your complaint, dated June 1, 2015, filed with the RevDex.com
You indicated that you experienced ongoing issues with your DISH Network serviceYou said that your dish was to be permanently installed but it was not, and that you experienced poor customer service
Our records indicate that a ticket with Dig Safe was entered to mark your yard for a pole mount by your original technicianWe never received any calls concerning completing your installation until May 26, Because we require that someone over the age of be present during technician visits, we are unable to schedule a technician visit without speaking with you
DISH Network received two calls for technical assistance since the initiation of your account on April 18,
A technician is scheduled for tomorrow, June 5, 2015, to complete your dish installation
We strive to provide excellent service and regret that your experience was unfavorable
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 /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only have one day off during the week, I've had intermittent service for too long, I'd like to be able to cancel and not pay the end of term fee,as well as the current balance on the account
Final Business Response /* (4000, 9, 2015/06/16) */
June 15,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 15, 2015, we received your rebuttal, dated June 10, 2015, filed with the Revdex.com
You maintain that you experienced technical issues and you requested to have your early termination fee waived
A review of your account records does not show that ongoing technical issues were reported to DISH NetworkWe request an opportunity to resolve any technical issues that you may experience prior to disconnection
As we have not been contacted concerning ongoing technical issues and, therefore, have not been given the opportunity to resolve them, we are unable to waive your early termination fee or current balance
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
*** ***
Final Consumer Response /* (4200, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been complaining about the poor service since the start of service, and I've had terrible customer serviceI cannot call everyday I have poor service, which is often; because I have children and other responsibilitiesI had to file report with Revdex.com in order to get the companies attentionIt's unfair to hold me to a contract when my service was horribleIf you're refusing to let me out of the contract then there should be monetary compensation for the inconvenience
Initial Business Response /* (1000, 5, 2015/06/26) */
June 25,
Mr*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 22, 2015, we received your complaint, dated June 18, 2015, filed
with the Revdex.com
You disputed the early termination fee indicating that when you activated your DISH Network TV service, you were offered a bundled account for internet and phone serviceHowever, when the installing technician informed you that the phone and internet service would be through Windstream, you declined that service
We have no record of any notification of dissatisfaction with your service not being bundled until you decided to get a bundled account with your current service provider
This account was activated on April 20, 2014, under the Digital Home Advantage (DHA) 24-month leased equipment agreementOn May 27, 2015, you requested that your service be disconnectedDuring that call, you were informed of the $early termination fee and declined a monthly $discount
Our DHA 24-month agreement is for TV service only and does not include any additional services
When you initiated this account, you enrolled in a new customer promotion that offered a monthly $credit for the first monthsThese credits expired on your March 5, 2015, billing statement
Our early termination fees and 24-month commitments are necessary to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free activation, free programming and a monthly discount for months
Additionally, you requested a paper billEnclosed is a copy of the most recent bill that generatedIt includes the early termination feePlease note, since you were enrolled in Credit Card AutoPay (CCA) a payment for the balance of $was collected on June 17, I removed your credit card information from CCA
When I spoke with you by telephone today, you indicated that you were not aware of the 24-month agreement because your ex-girlfriend initiated the account
Our records reveal that a sales confirmation email was sent to ***@gmail.com on April 19, This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation
After the installation, the technician provided an electronic tablet to signPlease note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distortedWe emailed you a copy of the signed DHA agreement to the same email address listed above on April 20,
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I attempted at least twice prior to the call on April 20, to discuss the fact that I was paying an exorbitant amount of money for my cable, phone, and internet services and that it was due to the fact that you were not able to honor your agreement of giving me high speed internetEach time, your representative told me that there was nothing that they could do short of removing services
And yes, during the call on April 20, (after working my way up the chain of command at Dish - this was not just offered up easily), you offered me a discount of $per monthWhich was nothing when compared to the amount of money that I was being forced to pay monthly due to my services not being unbundled
I personally did not contact Dish yo discuss terms of your service, as you stateMy ex-fiancee didAnd then she used my accounts to set up the planDo you always take credit card information that is definitely in a man's name from a female without questioning whether this transaction is valid and the cardholder is truly aware that the transaction is being made and that the cardholder is truly aware of the terms of your contract?
As far s the free installation, free activation, free programming - those are provided by every other provider of services such as yours so I am not sure what your point isCost to me to have Time Warner for said services? $
As far as the discount, that discount did not even come close to offsetting the difference in costs to me due to the unbundling of my servicesAnd, I get the same discounts from Time Warner, however there are no early termination fees, there is nothing they require except the return of their equipmentSo why would I think that your service would be any different
And yes, I am sure that you did send me a sales confirmation which included the disclosures as well as links providing the option to view the agreement prior to the installationI have a question for you - when you install software on your computer, there is always a License Agreement that is at the beginning of the processDo you read those? Be honest please, because I know that the answer is noNo one reads them
Yes, I did sign for the service being installedElectronically, just the exact same way that I do when Time Warner does anythingThe same way that I signed for ADTAnd speaking of ADT, that required a month commitmentWhich I am completely aware of and agree toHow do I know this? Because I personally spoke to ADT and arranged this service
One item I did not bring up in our discussion is the fact that my ex-fiancee has a serious drug problemA heroin addiction as a matter of factSo you made this sale to a person under the influence of a serious opiate, who was using a credit card in someone else's name, and putting the account in someone else's name and you did not reach out to speak with this person? Granted, you may not have known that she was under the influence, but I have to question your process
So, I did attempt to discuss with you the fees related to the unbundling of your services several times prior to termination, I admit to getting the sales confirmation and installation agreement (but did you ask me to respond and confirm that I had read these terms and understood them? NO), and I signed off that you had installed the serviceJust I like I do for any other service
I'm sorry, but I am still disputing these chargesYou even mentioned that I may have a case for identity theft due to her signing up for this service using my informationI would hope that your company is going to do better in the future with their due diligence when it is obvious that the individual they are talking to is NOT the person that is being charged for the service
You should be thanking me for this because it seems to me that the way that you handled this transaction is not a good business practice in general
Final Business Response /* (4000, 9, 2015/07/10) */
July 3,
Mr*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 30, 2015, we received your additional information, dated June 29, 2015, filed with the Revdex.com
You continue to dispute the early termination fee and you provided feedback regarding the explanation of the following issues:
Price for separate TV/internet service
Monthly discount offer
Promotional offers
Sales confirmation emails
Account authorization
Please refer to my previous responseThank you for your feedback
You maintain that the account was established without your authorizationIf you feel that you have been a victim of ID theft, you may file an ID theft affidavitOnce you have signed and filled out the ID theft affidavit and included any other supporting documentation, it should be sent to the DISH Network Identity Theft Verification TeamThe team will not start the investigative process until a signed ID theft affidavit has been receivedIf you have sent the affidavit and have not been contacted, you may call their direct line at (XXX) XXX-XXXXYou can expect to receive a call back in 24-hours
You can send the documentation by:
Fax: XXX-XXX-XXXX
Email: ***@dishnetwork.com
Mail: ID Theft Verification Team
***
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
*** ***
Final Consumer Response /* (4200, 11, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I do continue to dispute the early termination feeI'm just going to file a claim in small claims courtI'm not jumping through a bunch of hoops with this identity theft paperwork simply because Dish Network has bad business practices and is greedyWe'll see what a judge thinks about all of this
Complaint: ***
I am rejecting this response because: I informed agent with Dish Network and he/she confirmed before purchasing package Cartoon Network west was included in flex packDish, not infinity salesperson confirmedI'm requesting a $credit given to me in monthly $discounts to compensate for your company falsely confirming programming.
Sincerely,
*** ***
Complaint:
I am rejecting this response because: the business is refusing to disclose a recorded phone conversation which Mr*** believes is inconsistent with what they are now saying.
Sincerely,*** ** *** *** *** *** ***
Complaint: ***
I am rejecting this response because: Yes, I did indicate in my conversation that I did not want Dish to remove the satellite dish equipment from my home because I was told that it would only be removed at a cost of $A cost which would have to be paid by meI am not interested in paying a cost to have equipment removed for which I have paid for the service on a regular basis.I would like to have the equipment removed with the cost for removal paid by DISHAdditionally, I was told that it is a regular practice of the company not to tell customers of the cost to remove the satellite dish (after service has been terminated)It appears that the DISH company is not a good provider of customer service
Sincerely,
*** ***
January 12, Dear Mrand Mrs***: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com You said that when you agreed to an equipment exchange, you were not told that you were agreeing to
a new 24-month contractYou requested that we release you from the agreement A review of your account reveals that MrRyan Vogler, an Executive Escalations Specialist, attempted to contact you by phone on January 10, and 12, 2017, but he was unsuccessfulHowever, he was able to leave a voice message on each attempt We have agreed to release you from your contractYou may disconnect your account at any time without penalty. 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 ###-###-####
November 29, Mrs*** *** *** *** ***
*** *** ** *** Re: Revdex.com Rebuttal # *** ***-*** Dear Mrs***: On November 29, 2017, we received your rebuttal, dated November 28, 2017, filed with the Revdex.com You indicated you were told by a DISH Network manager that you could disconnect your service without penalty if you were dissatisfied with it A review of your account reveals our agent advised you that we could review your sales call to verify if you were provided misinformation and if you were, you would be allowed to disconnect without penaltyYou requested that we review the callAs I stated in my previous response, the information you received from our sales agent was correct; therefore, the early termination fee is valid If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:
I believe it is unfair to just take money from my accountNo other company has permission to that...Not Water Not Gas !! But cable can..after giving terrible service..I had dish for years...And never had a problemI shouldn't even been considered a new customer I was tricked and will never return nor will I recommend anyone!Just Terrible !
Sincerely,
*** ***
Initial Business Response /* (1000, 7, 2015/10/07) */
September 29,
Mr*** ***
Greathouse Rd
Waxahachie, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 28, 2015, we received your correspondence, dated September 25,
2015, filed with the Revdex.com
You said that you requested an offer that did not expire to avoid a programming price increaseYou also requested that your bill be $per month and you asked for additional compensation
You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentBecause you agreed to the term commitment, we provided you with a monthly discount of $for months, HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for four months
When we spoke today, I informed you that I reviewed your sales call that took place on October 6, I found that the salesperson advised you that the discounted pricing was for one year onlyIn addition, a sales confirmation email was sent to ***@gmail.com, which also detailed the terms of the DHA promotion and billingYour request for additional programming credits and compensation cannot be honoredYou disagreed with our findings and requested a copy of the recorded sales callYou may mail a subpoena request to Attn: Subpoena Request, PO Box 6655, Englewood, CO XXXXX
During our conversation you said you will cancel your service at a later dateI advised you of the early termination fee and you terminated the call
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 Consumer Rebuttal /* (3000, 9, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After speaking with ***, he approach was more antagonistic and argumentative than attempting to resolve any issueWhen I initially spoke with Jay Tracey an Acct Specialist for Dish, he offered me a $- HBO Promo and $off the total billWhen I stated my frustration in having to call in, Michelle #4GS a manager for retention suggested I speak to Executive Escalations TeamObviously, this did not help the issueI will except the terms Jay offered initially and would like to convert this complaint to a customer service complaint as opposed to billing or, I would be willing to talk to anyone else from the Executive Escalations Team but Christina
Final Business Response /* (4000, 11, 2015/10/21) */
October 15,
Mr*** ***
Greathouse Rd
Waxahachie, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your correspondence, dated October 14, 2015, filed with the Revdex.com
You disagreed with our response and asked that the previous offer be honored
Per your request, I will address your concerns in writing
I reviewed your recorded call that took place on September 24, 2015, and our representative advised you that the 12-month programming discount ended and they offered to lower your programming package to assist with the cost of serviceYou refused to reduce the programming packageTo assist further, our representative offered to apply a monthly credit of $for ten months and the HBO channels at $for six months to your accountYou also declined this offerAs a result, the credits were not applied to your account
Although your sales call reveals that no misinformation was provided, I made an exception and honored the September 24, 2015, offerWhen the credits end you will be billed the regular programming price
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
*** ***
Final Consumer Response /* (2000, 13, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is fine
Initial Business Response /* (1000, 5, 2015/08/31) */
August 28,
Ms*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your correspondence, dated August
27, 2015, filed with the Revdex.com
You said you were told by the salesperson that the satellite internet is high speedYou expressed dissatisfaction with the internet service and disputed the early termination fee
Our records reveal that you initiated your service through Go Dish Com LTD, an independent companyYour concerns regarding the sale of the service will be reported to the appropriate personnel for internal review
We regret that the internet service was not to your satisfaction
Please note that all DISH Network advertisements disclose that restrictions apply for the internet serviceYou may view the Fair Access Policy online at www.dish.com, which details the internet limitation and restrictions
When I spoke with you today, I advised you that I made an exception and reversed the early termination feeYou accepted this resolution
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, 2015/08/07) */
August 3,
Ms*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 29, 2015, we received your complaint, dated July 28, 2015, filed
with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on July 29, and 31, 2015, were unsuccessful; however, I left three messages
You expressed concern with the early termination fee to disconnect your serviceYou indicated that you are not receiving the price promised for DISH Network TV service or Comcast internet and phone servicesYou requested a refund and that your service be disconnected without penalty
Your service was activated on July 13, 2015, with a 24-month commitment through Dish One Satellite LLCDISH Network does not offer bundled service with Comcast and we are unaware of their service pricing
The monthly rate for your TV service is $plus taxThis includes a $promotional discount for the first months of serviceYour initial billing statement of $included the purchase of Bluetooth headphones for $plus tax
I made an exception and waived the 24-month commitment on your accountYou may disconnect your service at any time without penaltyOnce the service is disconnected, we can determine if a refund if due
We strive to provide excellent service and regret that your experience was unfavorable
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 - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** CO XXXXX
*** ***
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,
*** ***
Initial Business Response /* (1000, 5, 2015/09/09) */
August 31,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with
the Revdex.com
You expressed concern with the additional monies requested to complete your installationYou indicated that you paid the required amount upfront
Your service order was initiated with our Flex promotion through ENB Financial dba Dish Systems (XXX-XXX-XXXX), an independent companyThe upfront payment of $included a $activation fee and the first month of servicePlease be advised that we are unable to determine if a line of sight is available for service until a technician is sent to your home
The equipment that was requested in your installation order was standard definitionOur records reveal that our technician was unable to obtain a signal with this equipmentAs a result, high-definition (HD) equipment was required to obtain a signal from an alternative satelliteAs the Flex promotion only includes standard-definition equipment, there is an upgrade fee for any additional features (for example, HD and/or DVR equipment)
Your installation order was canceled on August 20, 2015, and a refund of $was applied to your credit card account on August 21,
You also expressed dissatisfaction with the customer service that you received from our technicianI would like to apologize on behalf of DISH Network for the way that your issue was handled by our technicianWe appreciate that you brought this matter to our attention so that we may address it with the appropriate personnel
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 - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
October 21, Dear Mr***: On October 13, 2016, we received your complaint, dated October 11, 2016, filed with the Revdex.com You disputed the early termination fee associated with your internet service. You said that you
experienced technical issues and poor customer service When we spoke, I advised you that because one agent erroneously advised you that your early termination fee was waived, I made an exception and reversed the fee We appreciate your feedback concerning your experience, and it will be used to improve our agents’ interactions with our customers 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, 2015/06/10) */
June 9,
Ms*** ***
*** *** Rd
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 5, 2015, we received your complaint, dated June 4, 2015, filed with
the Revdex.com
I unsuccessfully attempted to contact you at (***) ***-*** on June 5, and 9, 2015, and I left three messages
You maintain that your DISH Network service should have been paused after you made a payment of $However, it was not paused and you continued to be billedYou requested that the charges be removed
Our records reveal that DISH Pause was discussed on January 29, 2015; there is no record of a $payment
The payment of $that was made on January 22, 2015, was a partial payment towards the remaining balance of $that carried over for your service period through February 2,
The payment of $paid for service through April 4, Since you requested DISH Pause prior to that billing period, I reversed the programming fees and submitted a refund for the $payment
Please note that the remaining balance of $is for unreturned equipmentYou may return the receivers and remotes or restart your service to remove these charges
We strive to provide excellent service and regret that this experience was unfavorable
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
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Re: Revdex.com Complaint # *** 8***###-###-####Dear Ms***: On April 22, 2016, we received your complaint, dated April 21, 2016, filed with
the Revdex.comYou expressed concern that you had to make a payment three times within the first days of serviceIn addition, you indicated that you were told that you could cancel your service within the first days without penaltyYou also stated that we obtained your new credit card number without authorizationWhen we spoke, I informed you that our records show that three payments were made within days of serviceThe first payment ($50.00) was made on January 13, 2016, for your activation feeThe second ($56.99) and third ($81.34) payments were made on February 2, 2016, and March 10, 2016, respectively, for your monthly serviceThe third payment was more because the programming package was upgraded from the America’s Top Plus to the America’s Top on January 19, I advised you that we don’t offer a trial period for serviceI informed you that we cannot charge a credit card account without first being provided with the credit card numberYou told me that you were advised that Animal Planet was included in your packageI advised you that I reviewed the sales call and I found that you explained to the agent which channels you liked to watch and he made recommendations based on the budget you said you have for TV serviceThe agent did not inform you that Animal Planet was included; however, he also did not say that it was not includedTherefore, as an exception, I agreed to waive your early termination fee and the remaining programming balanceYour DISH Network account has a zero balanceIf 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 ###-###-####
Initial Business Response /* (1000, 13, 2015/07/27) */
July 23,
Mr*** ***
*** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the RevDex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on July 20, and 22, 2015, were unsuccessful; however, I left three messages
You expressed concern with the billing statement of $that you receivedYou maintain that you disconnected your service because of billing and technical issues; however, you continued to be billed
Your service was activated on December 22, 2014, with a 24-month commitmentYour promotion included a $monthly discount for the first monthsThis made your monthly rate $plus tax for the following services:
America's Top $
DVR service fee $
Super *** receiver $
Three *** receivers ($each) $
On January 6, 2015, your package was upgraded to the America's Top Plus ($59.99)This increased your monthly rate to $plus taxPlease be advised that prorated charges and credits are applied any time a programming change is made, which results in a slightly higher amount due on the next billing statement that generatesWe also show that some Pay-Per-View movies were ordered, causing a higher bill
When you contacted us on April 29, 2015, to disconnect your service, our records show that you accepted our offer of a $monthly credit for six months and a technician visitThe technician visit was completed on May 1, Although the technician visit was supposed to be free, a fee of $was applied to your accountI apologize for this oversight
We were not contacted again until June 19, 2015; however, your service had already been disconnected for non-payment on June 18, Your account was left with an unpaid balance of $126.93, which included the $technician visit feeSince your 24-month commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged two $box return feesI made an exception and removed these charges from your account
Please be advised that boxes for the return of the equipment were shipped to your home on July 23, Once the equipment is received, the unreturned equipment fees *** be removed from your account, leaving a zero balance
We strive to provide excellent service and regret that your experience was unfavorable
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 - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 15, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the boxes to send all equipment back and did so on the 28th of JulyI am assuming this *** take care of the balance on the accountI am not certain however, since I continued to receive charges for tech services, etc in the amount of $180+ each monthThe contractual rate of $and $were never the amount of my monthly bill even without paid moviesI will be satisfied if my account is at a balance after equipment return but again, I am not confident with your billing departmentI do appreciate your efforts though on trying to resolve
Thank you
May 25, *** *** ** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com You expressed concern with a letter that you received in an attempt to collect a payment When I spoke with you by phone on May 23, 2017, I advised you that any questions or concerns regarding the letter you received can be directed to *** *** ** ***. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*
*** ***
Initial Business Response /* (1000, 5, 2015/08/11) */
August 10,
Mr*** ***
XXXXX ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the
Revdex.com
You disputed the early termination fee applied to your DISH Network accountYou expressed concern about your installation and indicated that you were advised your internet service would be provided by Century Link
I attempted to reach you at (XXX) XXX-XXXX on August 6, and 10, 2015, and I left three voicemails
In my last message, I advised you that a review of your sales call with Infinity Sales Group revealed that there was some confusion about who your internet service would be supplied byAs such, I made an exception and waived your internet early termination fee
A review of our records indicates that you were offered a reinstallation of your service but you declinedPlease note that our technician will use existing cables to avoid drilling additional holes
We sincerely regret any confusion 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
*** *** ***
*** ** XXXXX
*** ***
Revdex.com:your response was not accuratei did not ask for disconnection I said if I cant get the promo I would cosnider disconnection that is NOT the same thing
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/09) */
June 4,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 2, 2015, we received your complaint, dated June 1, 2015, filed with the RevDex.com
You indicated that you experienced ongoing issues with your DISH Network serviceYou said that your dish was to be permanently installed but it was not, and that you experienced poor customer service
Our records indicate that a ticket with Dig Safe was entered to mark your yard for a pole mount by your original technicianWe never received any calls concerning completing your installation until May 26, Because we require that someone over the age of be present during technician visits, we are unable to schedule a technician visit without speaking with you
DISH Network received two calls for technical assistance since the initiation of your account on April 18,
A technician is scheduled for tomorrow, June 5, 2015, to complete your dish installation
We strive to provide excellent service and regret that your experience was unfavorable
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 /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only have one day off during the week, I've had intermittent service for too long, I'd like to be able to cancel and not pay the end of term fee,as well as the current balance on the account
Final Business Response /* (4000, 9, 2015/06/16) */
June 15,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On June 15, 2015, we received your rebuttal, dated June 10, 2015, filed with the Revdex.com
You maintain that you experienced technical issues and you requested to have your early termination fee waived
A review of your account records does not show that ongoing technical issues were reported to DISH NetworkWe request an opportunity to resolve any technical issues that you may experience prior to disconnection
As we have not been contacted concerning ongoing technical issues and, therefore, have not been given the opportunity to resolve them, we are unable to waive your early termination fee or current balance
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
*** ***
Final Consumer Response /* (4200, 11, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been complaining about the poor service since the start of service, and I've had terrible customer serviceI cannot call everyday I have poor service, which is often; because I have children and other responsibilitiesI had to file report with Revdex.com in order to get the companies attentionIt's unfair to hold me to a contract when my service was horribleIf you're refusing to let me out of the contract then there should be monetary compensation for the inconvenience
Initial Business Response /* (1000, 5, 2015/06/26) */
June 25,
Mr*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 22, 2015, we received your complaint, dated June 18, 2015, filed
with the Revdex.com
You disputed the early termination fee indicating that when you activated your DISH Network TV service, you were offered a bundled account for internet and phone serviceHowever, when the installing technician informed you that the phone and internet service would be through Windstream, you declined that service
We have no record of any notification of dissatisfaction with your service not being bundled until you decided to get a bundled account with your current service provider
This account was activated on April 20, 2014, under the Digital Home Advantage (DHA) 24-month leased equipment agreementOn May 27, 2015, you requested that your service be disconnectedDuring that call, you were informed of the $early termination fee and declined a monthly $discount
Our DHA 24-month agreement is for TV service only and does not include any additional services
When you initiated this account, you enrolled in a new customer promotion that offered a monthly $credit for the first monthsThese credits expired on your March 5, 2015, billing statement
Our early termination fees and 24-month commitments are necessary to recoup some of our cost and losses we incur when acquiring a new customerIn your case, you received a free installation, free activation, free programming and a monthly discount for months
Additionally, you requested a paper billEnclosed is a copy of the most recent bill that generatedIt includes the early termination feePlease note, since you were enrolled in Credit Card AutoPay (CCA) a payment for the balance of $was collected on June 17, I removed your credit card information from CCA
When I spoke with you by telephone today, you indicated that you were not aware of the 24-month agreement because your ex-girlfriend initiated the account
Our records reveal that a sales confirmation email was sent to ***@gmail.com on April 19, This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation
After the installation, the technician provided an electronic tablet to signPlease note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distortedWe emailed you a copy of the signed DHA agreement to the same email address listed above on April 20,
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
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I attempted at least twice prior to the call on April 20, to discuss the fact that I was paying an exorbitant amount of money for my cable, phone, and internet services and that it was due to the fact that you were not able to honor your agreement of giving me high speed internetEach time, your representative told me that there was nothing that they could do short of removing services
And yes, during the call on April 20, (after working my way up the chain of command at Dish - this was not just offered up easily), you offered me a discount of $per monthWhich was nothing when compared to the amount of money that I was being forced to pay monthly due to my services not being unbundled
I personally did not contact Dish yo discuss terms of your service, as you stateMy ex-fiancee didAnd then she used my accounts to set up the planDo you always take credit card information that is definitely in a man's name from a female without questioning whether this transaction is valid and the cardholder is truly aware that the transaction is being made and that the cardholder is truly aware of the terms of your contract?
As far s the free installation, free activation, free programming - those are provided by every other provider of services such as yours so I am not sure what your point isCost to me to have Time Warner for said services? $
As far as the discount, that discount did not even come close to offsetting the difference in costs to me due to the unbundling of my servicesAnd, I get the same discounts from Time Warner, however there are no early termination fees, there is nothing they require except the return of their equipmentSo why would I think that your service would be any different
And yes, I am sure that you did send me a sales confirmation which included the disclosures as well as links providing the option to view the agreement prior to the installationI have a question for you - when you install software on your computer, there is always a License Agreement that is at the beginning of the processDo you read those? Be honest please, because I know that the answer is noNo one reads them
Yes, I did sign for the service being installedElectronically, just the exact same way that I do when Time Warner does anythingThe same way that I signed for ADTAnd speaking of ADT, that required a month commitmentWhich I am completely aware of and agree toHow do I know this? Because I personally spoke to ADT and arranged this service
One item I did not bring up in our discussion is the fact that my ex-fiancee has a serious drug problemA heroin addiction as a matter of factSo you made this sale to a person under the influence of a serious opiate, who was using a credit card in someone else's name, and putting the account in someone else's name and you did not reach out to speak with this person? Granted, you may not have known that she was under the influence, but I have to question your process
So, I did attempt to discuss with you the fees related to the unbundling of your services several times prior to termination, I admit to getting the sales confirmation and installation agreement (but did you ask me to respond and confirm that I had read these terms and understood them? NO), and I signed off that you had installed the serviceJust I like I do for any other service
I'm sorry, but I am still disputing these chargesYou even mentioned that I may have a case for identity theft due to her signing up for this service using my informationI would hope that your company is going to do better in the future with their due diligence when it is obvious that the individual they are talking to is NOT the person that is being charged for the service
You should be thanking me for this because it seems to me that the way that you handled this transaction is not a good business practice in general
Final Business Response /* (4000, 9, 2015/07/10) */
July 3,
Mr*** ***
*** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 30, 2015, we received your additional information, dated June 29, 2015, filed with the Revdex.com
You continue to dispute the early termination fee and you provided feedback regarding the explanation of the following issues:
Price for separate TV/internet service
Monthly discount offer
Promotional offers
Sales confirmation emails
Account authorization
Please refer to my previous responseThank you for your feedback
You maintain that the account was established without your authorizationIf you feel that you have been a victim of ID theft, you may file an ID theft affidavitOnce you have signed and filled out the ID theft affidavit and included any other supporting documentation, it should be sent to the DISH Network Identity Theft Verification TeamThe team will not start the investigative process until a signed ID theft affidavit has been receivedIf you have sent the affidavit and have not been contacted, you may call their direct line at (XXX) XXX-XXXXYou can expect to receive a call back in 24-hours
You can send the documentation by:
Fax: XXX-XXX-XXXX
Email: ***@dishnetwork.com
Mail: ID Theft Verification Team
***
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
*** ***
Final Consumer Response /* (4200, 11, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I do continue to dispute the early termination feeI'm just going to file a claim in small claims courtI'm not jumping through a bunch of hoops with this identity theft paperwork simply because Dish Network has bad business practices and is greedyWe'll see what a judge thinks about all of this
Complaint: ***
I am rejecting this response because: I informed agent with Dish Network and he/she confirmed before purchasing package Cartoon Network west was included in flex packDish, not infinity salesperson confirmedI'm requesting a $credit given to me in monthly $discounts to compensate for your company falsely confirming programming.
Sincerely,
*** ***
Complaint:
I am rejecting this response because: the business is refusing to disclose a recorded phone conversation which Mr*** believes is inconsistent with what they are now saying.
Sincerely,*** ** *** *** *** *** ***
Complaint: ***
I am rejecting this response because: Yes, I did indicate in my conversation that I did not want Dish to remove the satellite dish equipment from my home because I was told that it would only be removed at a cost of $A cost which would have to be paid by meI am not interested in paying a cost to have equipment removed for which I have paid for the service on a regular basis.I would like to have the equipment removed with the cost for removal paid by DISHAdditionally, I was told that it is a regular practice of the company not to tell customers of the cost to remove the satellite dish (after service has been terminated)It appears that the DISH company is not a good provider of customer service
Sincerely,
*** ***
January 12, Dear Mrand Mrs***: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com You said that when you agreed to an equipment exchange, you were not told that you were agreeing to
a new 24-month contractYou requested that we release you from the agreement A review of your account reveals that MrRyan Vogler, an Executive Escalations Specialist, attempted to contact you by phone on January 10, and 12, 2017, but he was unsuccessfulHowever, he was able to leave a voice message on each attempt We have agreed to release you from your contractYou may disconnect your account at any time without penalty. 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 ###-###-####
November 29, Mrs*** *** *** *** ***
*** *** ** *** Re: Revdex.com Rebuttal # *** ***-*** Dear Mrs***: On November 29, 2017, we received your rebuttal, dated November 28, 2017, filed with the Revdex.com You indicated you were told by a DISH Network manager that you could disconnect your service without penalty if you were dissatisfied with it A review of your account reveals our agent advised you that we could review your sales call to verify if you were provided misinformation and if you were, you would be allowed to disconnect without penaltyYou requested that we review the callAs I stated in my previous response, the information you received from our sales agent was correct; therefore, the early termination fee is valid If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:
I believe it is unfair to just take money from my accountNo other company has permission to that...Not Water Not Gas !! But cable can..after giving terrible service..I had dish for years...And never had a problemI shouldn't even been considered a new customer I was tricked and will never return nor will I recommend anyone!Just Terrible !
Sincerely,
*** ***
Initial Business Response /* (1000, 7, 2015/10/07) */
September 29,
Mr*** ***
Greathouse Rd
Waxahachie, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 28, 2015, we received your correspondence, dated September 25,
2015, filed with the Revdex.com
You said that you requested an offer that did not expire to avoid a programming price increaseYou also requested that your bill be $per month and you asked for additional compensation
You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitmentBecause you agreed to the term commitment, we provided you with a monthly discount of $for months, HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for four months
When we spoke today, I informed you that I reviewed your sales call that took place on October 6, I found that the salesperson advised you that the discounted pricing was for one year onlyIn addition, a sales confirmation email was sent to ***@gmail.com, which also detailed the terms of the DHA promotion and billingYour request for additional programming credits and compensation cannot be honoredYou disagreed with our findings and requested a copy of the recorded sales callYou may mail a subpoena request to Attn: Subpoena Request, PO Box 6655, Englewood, CO XXXXX
During our conversation you said you will cancel your service at a later dateI advised you of the early termination fee and you terminated the call
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 Consumer Rebuttal /* (3000, 9, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After speaking with ***, he approach was more antagonistic and argumentative than attempting to resolve any issueWhen I initially spoke with Jay Tracey an Acct Specialist for Dish, he offered me a $- HBO Promo and $off the total billWhen I stated my frustration in having to call in, Michelle #4GS a manager for retention suggested I speak to Executive Escalations TeamObviously, this did not help the issueI will except the terms Jay offered initially and would like to convert this complaint to a customer service complaint as opposed to billing or, I would be willing to talk to anyone else from the Executive Escalations Team but Christina
Final Business Response /* (4000, 11, 2015/10/21) */
October 15,
Mr*** ***
Greathouse Rd
Waxahachie, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 15, 2015, we received your correspondence, dated October 14, 2015, filed with the Revdex.com
You disagreed with our response and asked that the previous offer be honored
Per your request, I will address your concerns in writing
I reviewed your recorded call that took place on September 24, 2015, and our representative advised you that the 12-month programming discount ended and they offered to lower your programming package to assist with the cost of serviceYou refused to reduce the programming packageTo assist further, our representative offered to apply a monthly credit of $for ten months and the HBO channels at $for six months to your accountYou also declined this offerAs a result, the credits were not applied to your account
Although your sales call reveals that no misinformation was provided, I made an exception and honored the September 24, 2015, offerWhen the credits end you will be billed the regular programming price
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
*** ***
Final Consumer Response /* (2000, 13, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is fine
Initial Business Response /* (1000, 5, 2015/08/31) */
August 28,
Ms*** ***
XXXXX *** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your correspondence, dated August
27, 2015, filed with the Revdex.com
You said you were told by the salesperson that the satellite internet is high speedYou expressed dissatisfaction with the internet service and disputed the early termination fee
Our records reveal that you initiated your service through Go Dish Com LTD, an independent companyYour concerns regarding the sale of the service will be reported to the appropriate personnel for internal review
We regret that the internet service was not to your satisfaction
Please note that all DISH Network advertisements disclose that restrictions apply for the internet serviceYou may view the Fair Access Policy online at www.dish.com, which details the internet limitation and restrictions
When I spoke with you today, I advised you that I made an exception and reversed the early termination feeYou accepted this resolution
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, 2015/08/07) */
August 3,
Ms*** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 29, 2015, we received your complaint, dated July 28, 2015, filed
with the Revdex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on July 29, and 31, 2015, were unsuccessful; however, I left three messages
You expressed concern with the early termination fee to disconnect your serviceYou indicated that you are not receiving the price promised for DISH Network TV service or Comcast internet and phone servicesYou requested a refund and that your service be disconnected without penalty
Your service was activated on July 13, 2015, with a 24-month commitment through Dish One Satellite LLCDISH Network does not offer bundled service with Comcast and we are unaware of their service pricing
The monthly rate for your TV service is $plus taxThis includes a $promotional discount for the first months of serviceYour initial billing statement of $included the purchase of Bluetooth headphones for $plus tax
I made an exception and waived the 24-month commitment on your accountYou may disconnect your service at any time without penaltyOnce the service is disconnected, we can determine if a refund if due
We strive to provide excellent service and regret that your experience was unfavorable
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 - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** CO XXXXX
*** ***
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,
*** ***
Initial Business Response /* (1000, 5, 2015/09/09) */
August 31,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with
the Revdex.com
You expressed concern with the additional monies requested to complete your installationYou indicated that you paid the required amount upfront
Your service order was initiated with our Flex promotion through ENB Financial dba Dish Systems (XXX-XXX-XXXX), an independent companyThe upfront payment of $included a $activation fee and the first month of servicePlease be advised that we are unable to determine if a line of sight is available for service until a technician is sent to your home
The equipment that was requested in your installation order was standard definitionOur records reveal that our technician was unable to obtain a signal with this equipmentAs a result, high-definition (HD) equipment was required to obtain a signal from an alternative satelliteAs the Flex promotion only includes standard-definition equipment, there is an upgrade fee for any additional features (for example, HD and/or DVR equipment)
Your installation order was canceled on August 20, 2015, and a refund of $was applied to your credit card account on August 21,
You also expressed dissatisfaction with the customer service that you received from our technicianI would like to apologize on behalf of DISH Network for the way that your issue was handled by our technicianWe appreciate that you brought this matter to our attention so that we may address it with the appropriate personnel
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 - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
October 21, Dear Mr***: On October 13, 2016, we received your complaint, dated October 11, 2016, filed with the Revdex.com You disputed the early termination fee associated with your internet service. You said that you
experienced technical issues and poor customer service When we spoke, I advised you that because one agent erroneously advised you that your early termination fee was waived, I made an exception and reversed the fee We appreciate your feedback concerning your experience, and it will be used to improve our agents’ interactions with our customers 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, 2015/06/10) */
June 9,
Ms*** ***
*** *** Rd
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 5, 2015, we received your complaint, dated June 4, 2015, filed with
the Revdex.com
I unsuccessfully attempted to contact you at (***) ***-*** on June 5, and 9, 2015, and I left three messages
You maintain that your DISH Network service should have been paused after you made a payment of $However, it was not paused and you continued to be billedYou requested that the charges be removed
Our records reveal that DISH Pause was discussed on January 29, 2015; there is no record of a $payment
The payment of $that was made on January 22, 2015, was a partial payment towards the remaining balance of $that carried over for your service period through February 2,
The payment of $paid for service through April 4, Since you requested DISH Pause prior to that billing period, I reversed the programming fees and submitted a refund for the $payment
Please note that the remaining balance of $is for unreturned equipmentYou may return the receivers and remotes or restart your service to remove these charges
We strive to provide excellent service and regret that this experience was unfavorable
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
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Re: Revdex.com Complaint # *** 8***###-###-####Dear Ms***: On April 22, 2016, we received your complaint, dated April 21, 2016, filed with
the Revdex.comYou expressed concern that you had to make a payment three times within the first days of serviceIn addition, you indicated that you were told that you could cancel your service within the first days without penaltyYou also stated that we obtained your new credit card number without authorizationWhen we spoke, I informed you that our records show that three payments were made within days of serviceThe first payment ($50.00) was made on January 13, 2016, for your activation feeThe second ($56.99) and third ($81.34) payments were made on February 2, 2016, and March 10, 2016, respectively, for your monthly serviceThe third payment was more because the programming package was upgraded from the America’s Top Plus to the America’s Top on January 19, I advised you that we don’t offer a trial period for serviceI informed you that we cannot charge a credit card account without first being provided with the credit card numberYou told me that you were advised that Animal Planet was included in your packageI advised you that I reviewed the sales call and I found that you explained to the agent which channels you liked to watch and he made recommendations based on the budget you said you have for TV serviceThe agent did not inform you that Animal Planet was included; however, he also did not say that it was not includedTherefore, as an exception, I agreed to waive your early termination fee and the remaining programming balanceYour DISH Network account has a zero balanceIf 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 ###-###-####
Initial Business Response /* (1000, 13, 2015/07/27) */
July 23,
Mr*** ***
*** ***
*** *** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the RevDex.com
My attempts to contact you by phone at (XXX) XXX-XXXX on July 20, and 22, 2015, were unsuccessful; however, I left three messages
You expressed concern with the billing statement of $that you receivedYou maintain that you disconnected your service because of billing and technical issues; however, you continued to be billed
Your service was activated on December 22, 2014, with a 24-month commitmentYour promotion included a $monthly discount for the first monthsThis made your monthly rate $plus tax for the following services:
America's Top $
DVR service fee $
Super *** receiver $
Three *** receivers ($each) $
On January 6, 2015, your package was upgraded to the America's Top Plus ($59.99)This increased your monthly rate to $plus taxPlease be advised that prorated charges and credits are applied any time a programming change is made, which results in a slightly higher amount due on the next billing statement that generatesWe also show that some Pay-Per-View movies were ordered, causing a higher bill
When you contacted us on April 29, 2015, to disconnect your service, our records show that you accepted our offer of a $monthly credit for six months and a technician visitThe technician visit was completed on May 1, Although the technician visit was supposed to be free, a fee of $was applied to your accountI apologize for this oversight
We were not contacted again until June 19, 2015; however, your service had already been disconnected for non-payment on June 18, Your account was left with an unpaid balance of $126.93, which included the $technician visit feeSince your 24-month commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged two $box return feesI made an exception and removed these charges from your account
Please be advised that boxes for the return of the equipment were shipped to your home on July 23, Once the equipment is received, the unreturned equipment fees *** be removed from your account, leaving a zero balance
We strive to provide excellent service and regret that your experience was unfavorable
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 - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
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Initial Consumer Rebuttal /* (2000, 15, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the boxes to send all equipment back and did so on the 28th of JulyI am assuming this *** take care of the balance on the accountI am not certain however, since I continued to receive charges for tech services, etc in the amount of $180+ each monthThe contractual rate of $and $were never the amount of my monthly bill even without paid moviesI will be satisfied if my account is at a balance after equipment return but again, I am not confident with your billing departmentI do appreciate your efforts though on trying to resolve
Thank you
May 25, *** *** ** ***
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*** ** *** Re: Revdex.com Complaint # ***
*** Dear *** ***: On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com You expressed concern with a letter that you received in an attempt to collect a payment When I spoke with you by phone on May 23, 2017, I advised you that any questions or concerns regarding the letter you received can be directed to *** *** ** ***. If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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Initial Business Response /* (1000, 5, 2015/08/11) */
August 10,
Mr*** ***
XXXXX ** *** ***
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Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the
Revdex.com
You disputed the early termination fee applied to your DISH Network accountYou expressed concern about your installation and indicated that you were advised your internet service would be provided by Century Link
I attempted to reach you at (XXX) XXX-XXXX on August 6, and 10, 2015, and I left three voicemails
In my last message, I advised you that a review of your sales call with Infinity Sales Group revealed that there was some confusion about who your internet service would be supplied byAs such, I made an exception and waived your internet early termination fee
A review of our records indicates that you were offered a reinstallation of your service but you declinedPlease note that our technician will use existing cables to avoid drilling additional holes
We sincerely regret any confusion 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
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