Initial Business Response /* (1000, 5, 2015/08/28) */
August 20, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 18, 2015, we received your complaint, dated August 17, 2015, filed...
with the Revdex.com.
You said that when you placed your order, you agreed to TV and internet service. You stated that you closed your account due to not being provided with internet service and disputed the early termination fee.
When we spoke by phone today, I advised you that I reviewed the recording of your sales call. I found that our agent told you that we have satellite internet in your area, but because you mentioned that you use Netflix, he told you that it would not fit your needs. At no point did he leave you with the impression that you would be getting internet service installed.
We consider the early termination fee to be an accurate charge. I offered to restore your service and reinstate the last six month of promotional credits. I also made a second offer, which is to reduce your balance from $423.05 to $100.00. You accepted my offer to reduce your early termination fee to $100.00.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 9, 2016 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 1, 2016, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on December 6, 8 and 9, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that you did not receive the bundled services promised. You also stated that your credit card account was debited without your authorization and you paid a $130.00 installation charge. Your service was activated on September 12, 2016, with a 24-month commitment through Go Dish, an independent company. Please be advised that our term commitment applies to our service only and does not include any phone and/or internet services. Your promotion required an upfront payment for a $50.00 activation fee and a $25.00 leased receiver fee. We also show that you purchased a surge protector ($29.99) during your installation. Please be advised that these fees are non-refundable. Your service was disconnected on September 23, 2016. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. Per your promotional agreement, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees applied to your account. I made an exception and reversed the early termination fee from your account. I submitted a refund of $459.70 to your credit card account. I also submitted a refund of $31.19 for your overpayment. Please allow three to five business days for the refunds to process. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that you were dissatisfied with the service because the MSG channel is not available and NFL Network and NFL RedZone were recently removed from our programming lineup. You also stated that you did not receive a copy of the 24-month agreement and you experienced issues with the DVR recording option. Your service was activated on June 10, 2016, with a 24-month commitment. Please be advised that DISH Network does not offer a trial period for our service. A review of the sales call recording from June 9, 2016, did not find that the MSG channel was requested. Although NFL Network and NFL RedZone were available when you initiated your service, these channels were removed on June 16, 2016, because we were unable to reach an agreement with the broadcaster to continue carrying them. Our records do not show that you contacted us regarding your concerns with the DVR recordings or to request a copy of your agreement. Additionally, you said that you did not receive a response to the email you sent to our Corporate Office. Our records show that you were contacted by Mr. Ryan Vogler from our Executive Communications Team on June 22, 2016. Mr. Vogler waived the term commitment on your account and he disconnected your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
March 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 20, 2017, we received your complaint, dated March 18, 2017, filed with the Revdex.com. You expressed concern regarding being charged for local channels and you say that you were offered free local channels when you agreed to our service. You also indicated that you had to request a refund of your credit balance. You asked that we not charge you for the local channels. A review of your account reveals that you spoke with Mr. [redacted], an [redacted], on March 23, 2017. During your conversation, you agreed to email him proof that you were offered free local channels. Once we have received your documentation, we will follow up with you. Unfortunately, our system won’t automatically send a refund when a customer has a credit balance. It must be requested. If you chose to make overpayments and would like a refund, you will need to contact our customer service to request one. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted] cc: [redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/10/20) */
October 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 8, 2015, we received your correspondence, dated October 7, 2015, filed...
with the Revdex.com.
You indicated that you were provided incorrect information regarding the balance owed for your July and August 2015 DISH Network bills. Your attempts to resolve the matter were unsuccessful and you would like your billing corrected.
When we spoke today, I advised you that the amounts you were provided were correct, but they were for your June and July 2015 bills. We discussed an $88.00 payment you made for your August bill that has not posted to your DISH Network account. You agreed to provide me a copy of your bank statement supporting this payment. I will continue to work with you on this issue. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Mr. [redacted]: On January 30, 2017, we received your complaint, dated January 29, 2017, filed with the Revdex.com. You said you were offered DISH Network service for $50.00 per month under a price lock with a 24-month commitment. You expressed concern with the increased billing rate. You also provided feedback regarding the customer service you received. When we spoke today, I explained that the Renewal Offer with the price lock includes a discounted price for the America’s Top 200 package, locals and DVR service. This offer requires a 24-month commitment with the e-bill Autopay. Prior to accepting this offer, you were billed the regular programming price and you received a $30.00 monthly discount for 12 months. When you accepted the Renewal Offer online, these credits were forfeited. Per your request, I reapplied the regular programming price for the America’s Top 200 package, locals and DVR service. I also restored the $30.00 monthly credits for six months. In addition, I removed the balance of $45.03 from your account. The quality of our customer service is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. Your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
January 9, 20*7 Dear Mr. [redacted]: On January 4, 20*7, we received your rebuttal, dated January 3, 20*7, filed with the Revdex.com. You stated that DISH Network quoted you a monthly rate of $63.58 with a Price Lock Guarantee. Your rate recently increased when you began being billed for the Protection Plan. Additionally, you were required to replace your receiver, thereby extending your contractual commitment. These issues led you to disconnect your service. You have been charged an early termination fee, and you requested that this fee refunded. My three attempts to contact you at ###-###-#### and ###-###-#### on January 4, 6 and 9, 20*7, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent an email to you at [redacted]@netscape.net (copy enclosed), but I have not received a response. Your Price Lock Guarantee is for your programming package rate. This does not include other fees and discounts. The Protection Plan was added in September and removed in October. I have reversed the Protection Plan charges. Additionally, I waived your early termination fee as a courtesy, and I issued two refunds--for $34*.78 and $48.6*. 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: 2:45 pm to**:*5 pm MDT, MON-FRI###-###-#### Enclosure
May 5, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 3, 2016, we received your complaint, dated April 30, 2016, filed with the Revdex.com. You said that you called in and made a payment and you informed the agent that you would make another payment next month to finish paying off your account. However, the second payment was taken from your credit card account without your knowledge or permission. You said that this unexpected debit caused you a $35.00 overdraft fee. You requested a refund of $35.00. When I spoke with Mrs. [redacted] by phone, I informed her that I reviewed your call to disconnect the account and I found that the agent advised you the early termination fee would automatically be charged to the credit card account used to qualify. Nevertheless, as a courtesy, I agreed to provide you with a $35.00 refund. Please allow three business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Dear Ms. [redacted]: On March 18, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.com. You said that you never had our service but that DISH Network is reporting an account in your name that isn’t yours. You asked that the account be removed from your name, for your credit report to be updated, and an apology. When we spoke, I advised you that you will need to file an ID theft affidavit with us. You told me that you were given the ID theft procedures and I informed you that once we receive the required documentation, we can conduct the investigation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On March 7, 2018, we received your complaint, dated March 6, 2018, filed with the Revdex.com. You indicated that you did not receive the channels you requested when you signed up for DISH Network service through Infinity Sales Group. You said you were offered a gift card, which you never received. You expressed concern that you were not advised of a contract or early termination fees until you wanted to cancel. When I spoke with you on March 7, 2018, I advised you that I waived the early termination fee in the interest of customer service. We strive to provide excellent service, and we regret the confusion regarding the channels you would receive. A review of the initial sales call reveals you were offered a gift card through Infinity Sales Group. Questions regarding the gift card would need to be addressed with Infinity. Disclosures, which include the 24-month commitment and associated fees, were read to you during this call. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 26, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 18, 2017, we received your complaint, dated April 14, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 26, 2017, and I left a message. You now claim that there is damage to your roof where a satellite dish was installed. We have opened a damage claim and an assessment will need to be scheduled. For questions or concerns regarding this issue, please contact the claim manager assigned to your case, [redacted]. If there are other questions or concerns, you may contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service you agreed to a 24-month price lock. However, your price increased after the first six months. When you attempted to address the matter you were informed that your contract would be enforced and you would be charged an early termination fee. You requested that your service be disconnected without an early termination fee. When we spoke on January 25, 2015, I explained that your billing increased because your Protection Plan promotional offer (free for six months) ended. The service was not removed so you were charged for it ($8.00 a month), causing the price to increase. I removed the Protection Plan and agreed to honor the 24-month price lock at your current price, as a courtesy. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] Tell us why here...
April 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 5, 2016, we received your complaint, dated April 2, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 5, 6 and 7, 2016, were unsuccessful; however, I left three messages. You expressed concern with the Pay-Per-View (PPV) charges that were applied to your account. You maintain that you did not order the PPVs and you would like the charges removed. Our records show that the movies in question were ordered from February 1, 2016, through February 5, 2016, using your remote. Although PPV charges are non-refundable, I made an exception and applied a credit of $55.92 to your account for the charges. I also reversed a $7.00 late fee. Please be advised that this will reduce your current balance from $111.57 to $48.65. To avoid future unwanted PPV charges, we encourage to place locks on your receivers. This may be done by following the steps below: 1. Press the Menu button on your remote 2. Select Locks 3. Select Lock PPV 4. Select Lock System If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: As stated by the dish network representative, I signed up for america's top 200 and was suppose to be getting a deal as published on their website of 64.99. Instead, they increased my bill to 74.99 after we agreed upon the 64.99 price. In addition to that I was given two $10 credits, one for 10 months and the other for 12 months as part of a promotion and deal agreedapon between me and their customer relations. This would have put my total bill around $60. My first bill was $72.00. I have been getting scammed by dish network from the second they started my account. I can only imagine how many customers are wrongfully charged based on what I've seen thus far. I now need to be credited my $100 plus my bill needs to be adjusted to $64.99 + two $10 credits. Dish has the absolute worst customer service I have ever had to deal with.
Sincerely,
[redacted]
February 15, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 5, 2018, we received your correspondence, dated February 5, 2018, filed with the Revdex.com. You said your father, Mr. Hasson [redacted], passed away and you requested that his account be closed. I attempted to reach you at ([redacted] on February 12, 13 and 15, 2018. I left three voice messages. I also sent an email to [redacted]@ICLOUD.COM. On behalf of DISH Network, please accept my sincere condolences for your loss. Per your request, the account was disconnected on February 10, 2018. There is no balance due and the equipment is not required to be returned to DISH Network. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 26, 2016 Dear Mr. [redacted]: On August 18, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 23, 25 and 26, 2016, have been unsuccessful; however, I left three...
voicemails. You said that you had problems with your service from the start, and when you contacted our customer service, you received no support. You requested that we waive your early termination fee. A review of your account notations and call recordings reveals that we have not received any contact from you regarding technical issues. Therefore, we consider your contract to be valid and we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Mark [redacted]
Complaint: [redacted]
I am rejecting this response because:Dish failed to provide service in a timely manner. Dish failed to provide the quality and content of service they promised. Further, a dish representative cut down a tree without our authorization and the authorization of the property owners, which is illegal in this area. Legal recourse will be the next step if the early termination fee is not waived.
Sincerely,
[redacted]
Dear Ms. [redacted]: On January 10, 2018, we received your complaint, dated January 9, 2018, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you were overcharged, it took two years for DISH Network to send you boxes to return your leased equipment, and you were advised that your billing was corrected. You requested to have your balance waived and to have this item removed from your credit file. I attempted to reach you at [redacted] on January 16, 17 and 18, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that our records indicate your balance is due to an early termination fee and it is correct. Your account was disconnected on October 27, 2014, which was prior to the end of your 24-month commitment. As such, a $160.00 early termination fee was applied to your account. Boxes were sent to the address on file on October 31, 2014. We received a call on August 10, 2015, during which your address was updated and more boxes were sent on August 13, 2015. Your leased equipment was received on September 3, 2015, and the unreturned equipment fees applied to your account were reversed. Our records do not reflect repeated calls concerning this issue. As I explained in my message, our records indicate that when you disconnected your account, you were advised that the early termination fee would apply to your account. You then indicated that you would file a Revdex.com complaint and have it waived. While we sincerely regret any inconvenience this issue may have caused, our records indicate that your billing is correct. As such, we are unable to waive your $161.86 balance or remove this item from your credit file. Enclosed are copies of your Digital Home Advantage customer agreement and your October 2014, December 2014 and September 2015 bills for your records. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 Enclosures (2) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/08/28) */
August 20, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 18, 2015, we received your complaint, dated August 17, 2015, filed...
with the Revdex.com.
You said that when you placed your order, you agreed to TV and internet service. You stated that you closed your account due to not being provided with internet service and disputed the early termination fee.
When we spoke by phone today, I advised you that I reviewed the recording of your sales call. I found that our agent told you that we have satellite internet in your area, but because you mentioned that you use Netflix, he told you that it would not fit your needs. At no point did he leave you with the impression that you would be getting internet service installed.
We consider the early termination fee to be an accurate charge. I offered to restore your service and reinstate the last six month of promotional credits. I also made a second offer, which is to reduce your balance from $423.05 to $100.00. You accepted my offer to reduce your early termination fee to $100.00.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 6, 2015/08/21) */
This case has ben resolved between myself and DISH. Please close this complaint.
[redacted]
December 9, 2016 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 1, 2016, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on December 6, 8 and 9, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that you did not receive the bundled services promised. You also stated that your credit card account was debited without your authorization and you paid a $130.00 installation charge. Your service was activated on September 12, 2016, with a 24-month commitment through Go Dish, an independent company. Please be advised that our term commitment applies to our service only and does not include any phone and/or internet services. Your promotion required an upfront payment for a $50.00 activation fee and a $25.00 leased receiver fee. We also show that you purchased a surge protector ($29.99) during your installation. Please be advised that these fees are non-refundable. Your service was disconnected on September 23, 2016. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. Per your promotional agreement, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees applied to your account. I made an exception and reversed the early termination fee from your account. I submitted a refund of $459.70 to your credit card account. I also submitted a refund of $31.19 for your overpayment. Please allow three to five business days for the refunds to process. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that you were dissatisfied with the service because the MSG channel is not available and NFL Network and NFL RedZone were recently removed from our programming lineup. You also stated that you did not receive a copy of the 24-month agreement and you experienced issues with the DVR recording option. Your service was activated on June 10, 2016, with a 24-month commitment. Please be advised that DISH Network does not offer a trial period for our service. A review of the sales call recording from June 9, 2016, did not find that the MSG channel was requested. Although NFL Network and NFL RedZone were available when you initiated your service, these channels were removed on June 16, 2016, because we were unable to reach an agreement with the broadcaster to continue carrying them. Our records do not show that you contacted us regarding your concerns with the DVR recordings or to request a copy of your agreement. Additionally, you said that you did not receive a response to the email you sent to our Corporate Office. Our records show that you were contacted by Mr. Ryan Vogler from our Executive Communications Team on June 22, 2016. Mr. Vogler waived the term commitment on your account and he disconnected your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
March 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 20, 2017, we received your complaint, dated March 18, 2017, filed with the Revdex.com. You expressed concern regarding being charged for local channels and you say that you were offered free local channels when you agreed to our service. You also indicated that you had to request a refund of your credit balance. You asked that we not charge you for the local channels. A review of your account reveals that you spoke with Mr. [redacted], an [redacted], on March 23, 2017. During your conversation, you agreed to email him proof that you were offered free local channels. Once we have received your documentation, we will follow up with you. Unfortunately, our system won’t automatically send a refund when a customer has a credit balance. It must be requested. If you chose to make overpayments and would like a refund, you will need to contact our customer service to request one. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/10/20) */
October 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 8, 2015, we received your correspondence, dated October 7, 2015, filed...
with the Revdex.com.
You indicated that you were provided incorrect information regarding the balance owed for your July and August 2015 DISH Network bills. Your attempts to resolve the matter were unsuccessful and you would like your billing corrected.
When we spoke today, I advised you that the amounts you were provided were correct, but they were for your June and July 2015 bills. We discussed an $88.00 payment you made for your August bill that has not posted to your DISH Network account. You agreed to provide me a copy of your bank statement supporting this payment. I will continue to work with you on this issue. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 3, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 30, 2017, we received your complaint, dated January 29, 2017, filed with the Revdex.com. You said you were offered DISH Network service for $50.00 per month under a price lock with a 24-month commitment. You expressed concern with the increased billing rate. You also provided feedback regarding the customer service you received. When we spoke today, I explained that the Renewal Offer with the price lock includes a discounted price for the America’s Top 200 package, locals and DVR service. This offer requires a 24-month commitment with the e-bill Autopay. Prior to accepting this offer, you were billed the regular programming price and you received a $30.00 monthly discount for 12 months. When you accepted the Renewal Offer online, these credits were forfeited. Per your request, I reapplied the regular programming price for the America’s Top 200 package, locals and DVR service. I also restored the $30.00 monthly credits for six months. In addition, I removed the balance of $45.03 from your account. The quality of our customer service is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. Your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted] [redacted]
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January 9, 20*7 Dear Mr. [redacted]: On January 4, 20*7, we received your rebuttal, dated January 3, 20*7, filed with the Revdex.com. You stated that DISH Network quoted you a monthly rate of $63.58 with a Price Lock Guarantee. Your rate recently increased when you began being billed for the Protection Plan. Additionally, you were required to replace your receiver, thereby extending your contractual commitment. These issues led you to disconnect your service. You have been charged an early termination fee, and you requested that this fee refunded. My three attempts to contact you at ###-###-#### and ###-###-#### on January 4, 6 and 9, 20*7, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent an email to you at [redacted]@netscape.net (copy enclosed), but I have not received a response. Your Price Lock Guarantee is for your programming package rate. This does not include other fees and discounts. The Protection Plan was added in September and removed in October. I have reversed the Protection Plan charges. Additionally, I waived your early termination fee as a courtesy, and I issued two refunds--for $34*.78 and $48.6*. 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: 2:45 pm to**:*5 pm MDT, MON-FRI###-###-#### Enclosure
May 5, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 3, 2016, we received your complaint, dated April 30, 2016, filed with the Revdex.com. You said that you called in and made a payment and you informed the agent that you would make another payment next month to finish paying off your account. However, the second payment was taken from your credit card account without your knowledge or permission. You said that this unexpected debit caused you a $35.00 overdraft fee. You requested a refund of $35.00. When I spoke with Mrs. [redacted] by phone, I informed her that I reviewed your call to disconnect the account and I found that the agent advised you the early termination fee would automatically be charged to the credit card account used to qualify. Nevertheless, as a courtesy, I agreed to provide you with a $35.00 refund. Please allow three business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
March 21, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 18, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.com. You said that you never had our service but that DISH Network is reporting an account in your name that isn’t yours. You asked that the account be removed from your name, for your credit report to be updated, and an apology. When we spoke, I advised you that you will need to file an ID theft affidavit with us. You told me that you were given the ID theft procedures and I informed you that once we receive the required documentation, we can conduct the investigation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
March 19, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 7, 2018, we received your complaint, dated March 6, 2018, filed with the Revdex.com. You indicated that you did not receive the channels you requested when you signed up for DISH Network service through Infinity Sales Group. You said you were offered a gift card, which you never received. You expressed concern that you were not advised of a contract or early termination fees until you wanted to cancel. When I spoke with you on March 7, 2018, I advised you that I waived the early termination fee in the interest of customer service. We strive to provide excellent service, and we regret the confusion regarding the channels you would receive. A review of the initial sales call reveals you were offered a gift card through Infinity Sales Group. Questions regarding the gift card would need to be addressed with Infinity. Disclosures, which include the 24-month commitment and associated fees, were read to you during this call. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 26, 2017 [redacted]
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[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 18, 2017, we received your complaint, dated April 14, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 26, 2017, and I left a message. You now claim that there is damage to your roof where a satellite dish was installed. We have opened a damage claim and an assessment will need to be scheduled. For questions or concerns regarding this issue, please contact the claim manager assigned to your case, [redacted]. If there are other questions or concerns, you may contact me at [redacted]. Sincerely, [redacted]
[redacted]
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[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
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January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service you agreed to a 24-month price lock. However, your price increased after the first six months. When you attempted to address the matter you were informed that your contract would be enforced and you would be charged an early termination fee. You requested that your service be disconnected without an early termination fee. When we spoke on January 25, 2015, I explained that your billing increased because your Protection Plan promotional offer (free for six months) ended. The service was not removed so you were charged for it ($8.00 a month), causing the price to increase. I removed the Protection Plan and agreed to honor the 24-month price lock at your current price, as a courtesy. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] Tell us why here...
April 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 5, 2016, we received your complaint, dated April 2, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 5, 6 and 7, 2016, were unsuccessful; however, I left three messages. You expressed concern with the Pay-Per-View (PPV) charges that were applied to your account. You maintain that you did not order the PPVs and you would like the charges removed. Our records show that the movies in question were ordered from February 1, 2016, through February 5, 2016, using your remote. Although PPV charges are non-refundable, I made an exception and applied a credit of $55.92 to your account for the charges. I also reversed a $7.00 late fee. Please be advised that this will reduce your current balance from $111.57 to $48.65. To avoid future unwanted PPV charges, we encourage to place locks on your receivers. This may be done by following the steps below: 1. Press the Menu button on your remote 2. Select Locks 3. Select Lock PPV 4. Select Lock System If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: As stated by the dish network representative, I signed up for america's top 200 and was suppose to be getting a deal as published on their website of 64.99. Instead, they increased my bill to 74.99 after we agreed upon the 64.99 price. In addition to that I was given two $10 credits, one for 10 months and the other for 12 months as part of a promotion and deal agreedapon between me and their customer relations. This would have put my total bill around $60. My first bill was $72.00. I have been getting scammed by dish network from the second they started my account. I can only imagine how many customers are wrongfully charged based on what I've seen thus far. I now need to be credited my $100 plus my bill needs to be adjusted to $64.99 + two $10 credits. Dish has the absolute worst customer service I have ever had to deal with.
Sincerely,
[redacted]
February 15, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 5, 2018, we received your correspondence, dated February 5, 2018, filed with the Revdex.com. You said your father, Mr. Hasson [redacted], passed away and you requested that his account be closed. I attempted to reach you at ([redacted] on February 12, 13 and 15, 2018. I left three voice messages. I also sent an email to [redacted]@ICLOUD.COM. On behalf of DISH Network, please accept my sincere condolences for your loss. Per your request, the account was disconnected on February 10, 2018. There is no balance due and the equipment is not required to be returned to DISH Network. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 26, 2016 Dear Mr. [redacted]: On August 18, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 23, 25 and 26, 2016, have been unsuccessful; however, I left three...
voicemails. You said that you had problems with your service from the start, and when you contacted our customer service, you received no support. You requested that we waive your early termination fee. A review of your account notations and call recordings reveals that we have not received any contact from you regarding technical issues. Therefore, we consider your contract to be valid and we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Mark [redacted]
Complaint: [redacted]
I am rejecting this response because:Dish failed to provide service in a timely manner. Dish failed to provide the quality and content of service they promised. Further, a dish representative cut down a tree without our authorization and the authorization of the property owners, which is illegal in this area. Legal recourse will be the next step if the early termination fee is not waived.
Sincerely,
[redacted]
January 18, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 10, 2018, we received your complaint, dated January 9, 2018, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you were overcharged, it took two years for DISH Network to send you boxes to return your leased equipment, and you were advised that your billing was corrected. You requested to have your balance waived and to have this item removed from your credit file. I attempted to reach you at [redacted] on January 16, 17 and 18, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that our records indicate your balance is due to an early termination fee and it is correct. Your account was disconnected on October 27, 2014, which was prior to the end of your 24-month commitment. As such, a $160.00 early termination fee was applied to your account. Boxes were sent to the address on file on October 31, 2014. We received a call on August 10, 2015, during which your address was updated and more boxes were sent on August 13, 2015. Your leased equipment was received on September 3, 2015, and the unreturned equipment fees applied to your account were reversed. Our records do not reflect repeated calls concerning this issue. As I explained in my message, our records indicate that when you disconnected your account, you were advised that the early termination fee would apply to your account. You then indicated that you would file a Revdex.com complaint and have it waived. While we sincerely regret any inconvenience this issue may have caused, our records indicate that your billing is correct. As such, we are unable to waive your $161.86 balance or remove this item from your credit file. Enclosed are copies of your Digital Home Advantage customer agreement and your October 2014, December 2014 and September 2015 bills for your records. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 Enclosures (2) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]