Tell us why here...July 15, 2016 Mr*** *** *** *** *** **.*** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On July 12, 2016, we received your rebuttal, dated July 12, 2016, filed with the Revdex.com. You disagreed with my previous resolution, indicating that you wanted your equipment exchanged without any additional troubleshooting. When I spoke with you on July 14, 2016, I explained to you that DISH Network has steps that we follow regarding problems with signal or receivers, and you said you understood that this process must be followed. When I spoke with you today, we reviewed the information sent from your receiver, and I offered to send a technician to your house to address your concernsYou stated that you will call DISH Network at your convenience to schedule the visitYou also indicated that at this time, you consider this issue resolved. 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: Monday - Friday, 6:am - 2:pm MDT*** ***
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2,
MrLuis Zimmerle
Heritage Way
San Antonio, TX 78245-
Re: Revdex.com Complaint #
8255909859796309-
Dear MrZimmerle:
On October 23, 2015, we received your complaint, dated October 21, 2015,
filed with the Revdex.com
I unsuccessfully attempted to contact you at (210) 474-on October 26, and 30, 2015, and there was no option to leave a messageI left two messages at (210) 763-
You maintain that you were told that DISH Network offers the WWE channel or as a Pay-Per-View (PPV) optionAfter the installation, you discovered that WWE was not included in our channel lineupBecause of this, you requested to be released from our 24-month agreement and to receive a refund of your initial payment for serviceYou also requested that your DIRECTV service be reinstalled
This account was established through Elite Wireless, an independent retailerI apologize if you were misinformedI released you from DISH Network's 24-month agreement and early termination feeHowever, the payment was for service rendered and the charges are valid
Please contact DIRECTV regarding your service with them and Elite Wireless at (512) 906-with your concerns regarding the installation
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
Gerri Santistevan
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
David Laslo
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even though DISH has already agreed to release us from their year agreement and early termination fee, the installation provider, Elite Wireless, said that unfortunately, if we decide to carry through the reversion to DirectTV and cancel Dish, they said that we would owe $to Elite WirelessElite Wireless maintains that we are customers of them since the day we decided to go with Dish,(that we also have an agreement with them) and that we would have to wait one year in order to avoid early termination fees with EliteDish says they have nothing to do with Elite WirelessI would like to you to call the Elite Wireless and see if something can be done about thisWe were not aware that we also are customers of Elite WirelessTheir correct number is X-XXX-XXX-XXXXPlease let me know if something can be done about them because we want to switch back to DirectTV with nothing else standing in our waythank you for your time
Final Business Response /* (4000, 9, 2015/11/20) */
November 16,
*** *** ***
*** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 12, 2015, we received your complaint, dated November 10, 2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on November and 16, 2015, and I left two messages
You indicated that the retailer (Elite Wireless) informed you that if you disconnected your service, they would charge you their own termination fee because you have a commitment with them as well as DISH Network
We contacted Ajay, the owner of Elite Wireless, and he informed us that he does not have a third-party contract with youThe early termination fee that his office referred to was DISH Network's 24-month commitment and early termination fee
I apologize for the miscommunication
As previously advised, I waived DISH Network's 24-month commitmentHowever, you may continue to receive service without a commitment
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
*** *** ***
Denver, CO XXXXX
*** ***
October 10, Dear Ms***: On October 6, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You said that a payment was debited from your bank account after you disconnected your DISH Network
account. You also indicated that you were advised that the payment would not be processed When we spoke, I advised you that our policies state to make changes to automatic payments on a DISH Network account at least seven days prior to the due date because our system begins processing payments a few days before the due date to ensure the account is not past due I waived your shipping fees and I submitted a refund for $ As I advised you, we appreciate you bringing this issue to our attention so we may address it with the agents you spoke with. We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/11/02) */
October 22,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 22, 2015, we received your correspondence, dated October 21, 2015, filed
with the Revdex.com
You expressed concern with the time of day that the Hopper receiver updates, which causes you to lose the ability to use the service temporarilyYou requested to cancel your service without penalty
Today, I attempted to reach you at (XXX) XXX-XXXXYour voice message said that you do not check your voicemail and you will not respond to messagesTherefore, I will address your concerns in writing
We regret that you are dissatisfied with the serviceI made an exception and waived your early termination feeYou may cancel your service at any time without penalty
Please return the leased equipment to DISH NetworkA return box with label will be delivered to your home by UPS after the service is disconnectedIf the equipment is not returned within days of disconnection, unreturned equipment fees may apply
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Dish Network, Thank YouThe service can be disconnected immediatelyPlease send me the boxes to return the equipmentSincerely, *** ***
October 11, Dear Mr***: On October 10, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You requested that we stop sending advertisements to your home I added you and your wife’s information to
our Do Not Contact list, which can take eight weeks to be completed 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 ###-###-####
October 28, 2016 Dear Ms***: On October 26, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. You said that you were not told that we would remove your satellite dish until after your account had been closedYou
requested that we remove your satellite dish. When we spoke, I informed you that we can remove your satellite dish for you with a fee of $You said that you were not interested in having us remove the satellite dish from your roof 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###-###-####
Complaint: ***
I am rejecting this response because:I returned a voicemailHowever, I was told there would be no fee for the tech visit. It was clearly stated in the conversation when they set up the appointment, as I attempted to cancel DISH and the customer service rep talked me into the tech visit and she stated it was complimentary since I had so many attempted fixes over the phone. There was to be NO fee
Sincerely,
*** ***
Initial Business Response /* (1000, 9, 2015/05/07) */
April 30,
Mrand Mrs*** ***
*** W*** ***
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Mrand Mrs***:
On April 24, 2015, we received your complaint, dated April
21, 2015, filed with the Revdex.com
You maintain that after the DISH Network installation technician left, one of your Time Warner Cable boxes was missingYou filed a claim with us but the claim was closed and no one has contacted youYou requested to be released from the 24-month commitment
When I spoke with you by telephone today, I explained that your claim cannot be addressed as a damage claim, and it was forwarded to the correct department for further review
I apologized for the customer service you receivedAlthough I am unable to assist you with the claim regarding the Time Warner equipment, in the interest of customer satisfaction, I released you from the 24-month agreementIf you choose to disconnect your service, there will be no early termination fee
However, if you decide to continue with your current service, I have provided HBO, Cinemax, Showtime, Starz and Blockbuster @Home free for monthsThis is a value of $per month
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
*** ***
May 12, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On May 11, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com You said that you were offered a one-time $credit but you did not receive it When I spoke with Mrs***, she advised me of the hours you would be available and, unfortunately, they do not coincide with my office hours, so she accepted a written response I reviewed your April 3, 2016, call and found the agent did offer a one-time $credit; however, it was never discussed how this amount was calculated or why it would be applied. As you were advised that you would receive the credit, I applied it. Please note that the five monthly $credits were already applied 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 *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc:
March 8, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 6, 2017, we received your complaint, dated March 5, 2017, filed with the Revdex.com You said that DISH Network debited a payment from your bank account after you disconnected your account You indicated in your email to me that your complaint contained all the information you wished to discussAs such, I did not attempt to reach you by phone again As the agent with whom you spoke on March 5, 2017, explained, your account was enrolled in autopay. As automatic payments begin processing prior to the due date, this payment was processed even though your account was disconnected on March 2, A review of your account reveals that your refund is being processed; however, as it was an electronic check payment, DISH Network must hold your payment until the actual funds are in our bank in order to complete your refund. While we sincerely regret any inconvenience this issue may have caused, we are unable to expedite your refund If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** ***
*** *** *** DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
August 26, Dear Mrand Mrs***: On August 18, 2016, we received your complaint, dated August 17, 2016, filed with the Revdex.com You indicated that your DISH Network service was cancelled on July 11, 2016, with a balance of $
You received a bill with a past-due balance of $You then received a bill for $1,You expressed concern with this balance and the customer service you received while attempting to resolve it I attempted to contact you on August 22, and 26, 2016, and I left you several voicemails On August 24, 2016, you spoke with one of our representatives who explained the balance on your accountThe balance for service rendered up to the date of your disconnection was $You were then charged an early termination fee and unreturned equipment fees, which left you with an outstanding balance of $1, As you were advised, the unreturned equipment fees will be reversed once the leased equipment is returned 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 - Friday, 6:am - 2:pm MDT ###-###-####
July 1, Mr*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.com You expressed concern with the takedown of the Tribune Broadcasting Company channelsYou said that this takedown violates the contractual agreementYou also indicated that the contract you received doesn’t contain your signatureYou requested that we release you from your contract When we spoke, I informed you that we are still working on reaching an agreement with Tribune Broadcasting Company so that we can return their channelsBecause we don’t own the channels we provide, we have to stipulate in our contractual agreement that programming is subject to changeI offered you a free over-the-air antenna, but you declined 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 are unable to meet your request to release you from your contract 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
Tell us why here...October 6, 2016 Dear Ms***: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said that when you added a receiver to your account, you didn’t agree to a new contract
However, when you called to cancel your account you were told you were still under a contractYou also said that your service was cancelled without your permissionYou requested that we waive the early termination fee and you would like to receive a refund for all charges, starting on November 15, When we spoke, I advised you that I waived the early termination and equipment return fees, which leaves you with a zero balanceHowever, I have not found any justification for a refundFurthermore, your account was disconnected, at your request, on September 26, 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###-###-####
July 17, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On July 5, 2017, we received your complaint, dated June 28, 2017, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou maintain that you did not receive the bundled monthly rate you were promised Your DISH Network service was activated on May 5, 2017, with a 24-month commitment through ***Please be advised that the term commitment applies to our service only and does not include internet and/or phone services as a bundle The monthly rate for your DISH Network service was $Since your account was bundled with ***, our service charges were sent to them for billing purposesHowever, as *** is a separate company, we are unable to verify what the monthly rate for their services was, or your overall bundled rate A review of the sales call found that you were provided with the correct monthly rate for your DISH Network service Your service was disconnected on June 27, Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged a $equipment return fee When I spoke with you by phone today, I advised you that the early termination fee is valid If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Dear Ms***: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.comYou said that when you closed your account with DISH Network, you paid the final balanceHowever, you recently received a bill which you would like to dispute
You requested that the balance be waived from your accountWhen we spoke I told you that I have waived the charges on your DISH Network account, which now has a zero balance. 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 ###-###-####
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,
*** ***
*
January 8, Mr*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You indicated that when you disconnected your service, the agent told you over the phone that he was removing the $balanceHowever, he did not, and now you can’t establish a new account and it has been sent to collections When I spoke with you by telephone today, I advised you that I removed the balance and notified collections to remove the account from your credit report If there are further questions or concerns about this issue, please feel free to contact me at (*** *** Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (*** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:For starters, you talked to my wife, not meWhen she answered the phone you met your match with herShe is the holder of master's degree'sYou couldn't ruffle her feathers, you probably found out quickly how sharp she is and you got frustrated and hung upI checked the call log on our iphone You didn't call back, call logs don't lieI get itYou have to make sure you appear to be a caring represetative of Dish NetworkI get itBut you didn't call back. When our contract is up we'll contact Dish and get everything shipped back to your companyAnd the satellite industry continues to wonder why customers are leaving in drovesBeing lied to, receiving bad customer service, and ever increasing hostility towards your customers aren't a good thing for your companyHave a good day!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 17,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed with the
Revdex.com
You stated that you received a $1,bill from DISH NetworkYou indicated that this balance is incorrectYou were charged a higher rate for your service than you were originally quotedAdditionally, you requested a refund for a $payment
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on August 13, and 15, 2015, were unsuccessfulHowever, I left a message and my contact information at (XXX) XXX-XXXXI also sent an email to ***@mail.com (copy enclosed), but I have not received a response
Our records indicate that your account was placed on pause on April 7, 2014, and then restored the same dayAs a result, your promotional credits were removed from your account and you were billed full price for your servicesI have made the necessary adjustment to your account balance
When your service was disconnected on August 16, 2014, you were charged an early termination fee for the TV and internet servicesHowever, your signature was not captured electronically on your contracts so, as a courtesy, I waived your early termination fees
As a result of the adjustment I have provided, your account balance has been reduced from $1,to $The remaining balance is for services provided and the leased equipment that you were required to return
We will require additional information regarding the $refund that you requested in your complaint
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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***: On January 29, 2016, we received your rebuttal, dated January 28, 2016, filed with the Revdex.comYou expressed concern about the level of customer service that you receivedWhile we sincerely regret that your experience did not meet your standards, as DISH Network offered resolutions for each of your issues and as you declined all our offers to help, we are unable to waive your early termination feeIf 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 ###-###-####
Tell us why here...July 15, 2016 Mr*** *** *** *** *** **.*** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On July 12, 2016, we received your rebuttal, dated July 12, 2016, filed with the Revdex.com. You disagreed with my previous resolution, indicating that you wanted your equipment exchanged without any additional troubleshooting. When I spoke with you on July 14, 2016, I explained to you that DISH Network has steps that we follow regarding problems with signal or receivers, and you said you understood that this process must be followed. When I spoke with you today, we reviewed the information sent from your receiver, and I offered to send a technician to your house to address your concernsYou stated that you will call DISH Network at your convenience to schedule the visitYou also indicated that at this time, you consider this issue resolved. 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: Monday - Friday, 6:am - 2:pm MDT*** ***
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2,
MrLuis Zimmerle
Heritage Way
San Antonio, TX 78245-
Re: Revdex.com Complaint #
8255909859796309-
Dear MrZimmerle:
On October 23, 2015, we received your complaint, dated October 21, 2015,
filed with the Revdex.com
I unsuccessfully attempted to contact you at (210) 474-on October 26, and 30, 2015, and there was no option to leave a messageI left two messages at (210) 763-
You maintain that you were told that DISH Network offers the WWE channel or as a Pay-Per-View (PPV) optionAfter the installation, you discovered that WWE was not included in our channel lineupBecause of this, you requested to be released from our 24-month agreement and to receive a refund of your initial payment for serviceYou also requested that your DIRECTV service be reinstalled
This account was established through Elite Wireless, an independent retailerI apologize if you were misinformedI released you from DISH Network's 24-month agreement and early termination feeHowever, the payment was for service rendered and the charges are valid
Please contact DIRECTV regarding your service with them and Elite Wireless at (512) 906-with your concerns regarding the installation
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
Gerri Santistevan
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday through Friday 7:am to 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
David Laslo
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even though DISH has already agreed to release us from their year agreement and early termination fee, the installation provider, Elite Wireless, said that unfortunately, if we decide to carry through the reversion to DirectTV and cancel Dish, they said that we would owe $to Elite WirelessElite Wireless maintains that we are customers of them since the day we decided to go with Dish,(that we also have an agreement with them) and that we would have to wait one year in order to avoid early termination fees with EliteDish says they have nothing to do with Elite WirelessI would like to you to call the Elite Wireless and see if something can be done about thisWe were not aware that we also are customers of Elite WirelessTheir correct number is X-XXX-XXX-XXXXPlease let me know if something can be done about them because we want to switch back to DirectTV with nothing else standing in our waythank you for your time
Final Business Response /* (4000, 9, 2015/11/20) */
November 16,
*** *** ***
*** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 12, 2015, we received your complaint, dated November 10, 2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on November and 16, 2015, and I left two messages
You indicated that the retailer (Elite Wireless) informed you that if you disconnected your service, they would charge you their own termination fee because you have a commitment with them as well as DISH Network
We contacted Ajay, the owner of Elite Wireless, and he informed us that he does not have a third-party contract with youThe early termination fee that his office referred to was DISH Network's 24-month commitment and early termination fee
I apologize for the miscommunication
As previously advised, I waived DISH Network's 24-month commitmentHowever, you may continue to receive service without a commitment
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
*** *** ***
Denver, CO XXXXX
*** ***
October 10, Dear Ms***: On October 6, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You said that a payment was debited from your bank account after you disconnected your DISH Network
account. You also indicated that you were advised that the payment would not be processed When we spoke, I advised you that our policies state to make changes to automatic payments on a DISH Network account at least seven days prior to the due date because our system begins processing payments a few days before the due date to ensure the account is not past due I waived your shipping fees and I submitted a refund for $ As I advised you, we appreciate you bringing this issue to our attention so we may address it with the agents you spoke with. We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/11/02) */
October 22,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 22, 2015, we received your correspondence, dated October 21, 2015, filed
with the Revdex.com
You expressed concern with the time of day that the Hopper receiver updates, which causes you to lose the ability to use the service temporarilyYou requested to cancel your service without penalty
Today, I attempted to reach you at (XXX) XXX-XXXXYour voice message said that you do not check your voicemail and you will not respond to messagesTherefore, I will address your concerns in writing
We regret that you are dissatisfied with the serviceI made an exception and waived your early termination feeYou may cancel your service at any time without penalty
Please return the leased equipment to DISH NetworkA return box with label will be delivered to your home by UPS after the service is disconnectedIf the equipment is not returned within days of disconnection, unreturned equipment fees may apply
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Dish Network, Thank YouThe service can be disconnected immediatelyPlease send me the boxes to return the equipmentSincerely, *** ***
October 11, Dear Mr***: On October 10, 2016, we received your complaint, dated October 6, 2016, filed with the Revdex.com You requested that we stop sending advertisements to your home I added you and your wife’s information to
our Do Not Contact list, which can take eight weeks to be completed 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 ###-###-####
October 28, 2016 Dear Ms***: On October 26, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. You said that you were not told that we would remove your satellite dish until after your account had been closedYou
requested that we remove your satellite dish. When we spoke, I informed you that we can remove your satellite dish for you with a fee of $You said that you were not interested in having us remove the satellite dish from your roof 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###-###-####
Complaint: ***
I am rejecting this response because:I returned a voicemailHowever, I was told there would be no fee for the tech visit. It was clearly stated in the conversation when they set up the appointment, as I attempted to cancel DISH and the customer service rep talked me into the tech visit and she stated it was complimentary since I had so many attempted fixes over the phone. There was to be NO fee
Sincerely,
*** ***
Initial Business Response /* (1000, 9, 2015/05/07) */
April 30,
Mrand Mrs*** ***
*** W*** ***
***, *** ***-***
Re: Revdex.com Complaint # ***
***-***
Dear Mrand Mrs***:
On April 24, 2015, we received your complaint, dated April
21, 2015, filed with the Revdex.com
You maintain that after the DISH Network installation technician left, one of your Time Warner Cable boxes was missingYou filed a claim with us but the claim was closed and no one has contacted youYou requested to be released from the 24-month commitment
When I spoke with you by telephone today, I explained that your claim cannot be addressed as a damage claim, and it was forwarded to the correct department for further review
I apologized for the customer service you receivedAlthough I am unable to assist you with the claim regarding the Time Warner equipment, in the interest of customer satisfaction, I released you from the 24-month agreementIf you choose to disconnect your service, there will be no early termination fee
However, if you decide to continue with your current service, I have provided HBO, Cinemax, Showtime, Starz and Blockbuster @Home free for monthsThis is a value of $per month
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
*** ***
May 12, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On May 11, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com You said that you were offered a one-time $credit but you did not receive it When I spoke with Mrs***, she advised me of the hours you would be available and, unfortunately, they do not coincide with my office hours, so she accepted a written response I reviewed your April 3, 2016, call and found the agent did offer a one-time $credit; however, it was never discussed how this amount was calculated or why it would be applied. As you were advised that you would receive the credit, I applied it. Please note that the five monthly $credits were already applied 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 *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc:
March 8, *** *** ***
*** *** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 6, 2017, we received your complaint, dated March 5, 2017, filed with the Revdex.com You said that DISH Network debited a payment from your bank account after you disconnected your account You indicated in your email to me that your complaint contained all the information you wished to discussAs such, I did not attempt to reach you by phone again As the agent with whom you spoke on March 5, 2017, explained, your account was enrolled in autopay. As automatic payments begin processing prior to the due date, this payment was processed even though your account was disconnected on March 2, A review of your account reveals that your refund is being processed; however, as it was an electronic check payment, DISH Network must hold your payment until the actual funds are in our bank in order to complete your refund. While we sincerely regret any inconvenience this issue may have caused, we are unable to expedite your refund If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** ***
*** *** *** DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
August 26, Dear Mrand Mrs***: On August 18, 2016, we received your complaint, dated August 17, 2016, filed with the Revdex.com You indicated that your DISH Network service was cancelled on July 11, 2016, with a balance of $
You received a bill with a past-due balance of $You then received a bill for $1,You expressed concern with this balance and the customer service you received while attempting to resolve it I attempted to contact you on August 22, and 26, 2016, and I left you several voicemails On August 24, 2016, you spoke with one of our representatives who explained the balance on your accountThe balance for service rendered up to the date of your disconnection was $You were then charged an early termination fee and unreturned equipment fees, which left you with an outstanding balance of $1, As you were advised, the unreturned equipment fees will be reversed once the leased equipment is returned 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 - Friday, 6:am - 2:pm MDT ###-###-####
July 1, Mr*** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.com You expressed concern with the takedown of the Tribune Broadcasting Company channelsYou said that this takedown violates the contractual agreementYou also indicated that the contract you received doesn’t contain your signatureYou requested that we release you from your contract When we spoke, I informed you that we are still working on reaching an agreement with Tribune Broadcasting Company so that we can return their channelsBecause we don’t own the channels we provide, we have to stipulate in our contractual agreement that programming is subject to changeI offered you a free over-the-air antenna, but you declined 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 are unable to meet your request to release you from your contract 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
Tell us why here...October 6, 2016 Dear Ms***: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said that when you added a receiver to your account, you didn’t agree to a new contract
However, when you called to cancel your account you were told you were still under a contractYou also said that your service was cancelled without your permissionYou requested that we waive the early termination fee and you would like to receive a refund for all charges, starting on November 15, When we spoke, I advised you that I waived the early termination and equipment return fees, which leaves you with a zero balanceHowever, I have not found any justification for a refundFurthermore, your account was disconnected, at your request, on September 26, 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###-###-####
July 17, *** *** ***
** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On July 5, 2017, we received your complaint, dated June 28, 2017, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your accountYou maintain that you did not receive the bundled monthly rate you were promised Your DISH Network service was activated on May 5, 2017, with a 24-month commitment through ***Please be advised that the term commitment applies to our service only and does not include internet and/or phone services as a bundle The monthly rate for your DISH Network service was $Since your account was bundled with ***, our service charges were sent to them for billing purposesHowever, as *** is a separate company, we are unable to verify what the monthly rate for their services was, or your overall bundled rate A review of the sales call found that you were provided with the correct monthly rate for your DISH Network service Your service was disconnected on June 27, Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged a $equipment return fee When I spoke with you by phone today, I advised you that the early termination fee is valid If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
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Dear Ms***: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.comYou said that when you closed your account with DISH Network, you paid the final balanceHowever, you recently received a bill which you would like to dispute
You requested that the balance be waived from your accountWhen we spoke I told you that I have waived the charges on your DISH Network account, which now has a zero balance. 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 ###-###-####
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,
*** ***
*
January 8, Mr*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com You indicated that when you disconnected your service, the agent told you over the phone that he was removing the $balanceHowever, he did not, and now you can’t establish a new account and it has been sent to collections When I spoke with you by telephone today, I advised you that I removed the balance and notified collections to remove the account from your credit report If there are further questions or concerns about this issue, please feel free to contact me at (*** *** Sincerely, Gerri S*** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (*** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Complaint: ***
I am rejecting this response because:For starters, you talked to my wife, not meWhen she answered the phone you met your match with herShe is the holder of master's degree'sYou couldn't ruffle her feathers, you probably found out quickly how sharp she is and you got frustrated and hung upI checked the call log on our iphone You didn't call back, call logs don't lieI get itYou have to make sure you appear to be a caring represetative of Dish NetworkI get itBut you didn't call back. When our contract is up we'll contact Dish and get everything shipped back to your companyAnd the satellite industry continues to wonder why customers are leaving in drovesBeing lied to, receiving bad customer service, and ever increasing hostility towards your customers aren't a good thing for your companyHave a good day!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/25) */
August 17,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 13, 2015, we received your complaint, dated August 12, 2015, filed with the
Revdex.com
You stated that you received a $1,bill from DISH NetworkYou indicated that this balance is incorrectYou were charged a higher rate for your service than you were originally quotedAdditionally, you requested a refund for a $payment
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on August 13, and 15, 2015, were unsuccessfulHowever, I left a message and my contact information at (XXX) XXX-XXXXI also sent an email to ***@mail.com (copy enclosed), but I have not received a response
Our records indicate that your account was placed on pause on April 7, 2014, and then restored the same dayAs a result, your promotional credits were removed from your account and you were billed full price for your servicesI have made the necessary adjustment to your account balance
When your service was disconnected on August 16, 2014, you were charged an early termination fee for the TV and internet servicesHowever, your signature was not captured electronically on your contracts so, as a courtesy, I waived your early termination fees
As a result of the adjustment I have provided, your account balance has been reduced from $1,to $The remaining balance is for services provided and the leased equipment that you were required to return
We will require additional information regarding the $refund that you requested in your complaint
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: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Dear Ms***: On January 29, 2016, we received your rebuttal, dated January 28, 2016, filed with the Revdex.comYou expressed concern about the level of customer service that you receivedWhile we sincerely regret that your experience did not meet your standards, as DISH Network offered resolutions for each of your issues and as you declined all our offers to help, we are unable to waive your early termination feeIf 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 ###-###-####