Dear Ms. [redacted]: On March 5, 2018, we received your complaint, dated March 3, 2018, filed with the Revdex.com. You indicated that when you called DISH Network to inquire about a refund, you were advised that your credit balance was gone and you would not receive the refund. You requested a refund of $36.18. When I spoke with you today, I advised you that a refund of $36.18 has been submitted to your credit card account ending in [redacted]. Please allow up to five days for processing. I apologize for the time it took to process your refund. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future. 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]
December 18, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####463
Dear Ms. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
Although I received...
your voicemail, my attempts to contact you by phone at ###-###-#### on December 15, 16 and 17, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the term commitment on your account. You indicated that you upgraded your equipment because it was required, and you were not aware of the commitment.
A review of your account shows that your equipment was upgraded on March 3, 2015, because it was becoming obsolete. Since this was a requirement by DISH Network, it did not necessitate a term commitment; however, a 24-month commitment was added in error. I apologize for this oversight. I removed the term commitment from your account.
You also disputed the debit of $100.23 that was applied to your credit card account through Credit Card AutoPay (CCA). You stated that you made a manual payment on December 7, 2015, and the automatic payment was not supposed to be collected until December 19, 2015.
On November 4, 2015, a billing statement of $100.23 generated for service from November 19, 2015, through December 18, 2015. We were unable to collect a payment through CCA. As a result, a billing statement of $207.85 generated on December 4, 2015, for service from December 19, 2015, through January 18, 2016. This balance included the previous unpaid balance of $100.23, the new month's charges and a $7.00 late fee.
Our records show that your CCA information was updated on December 7, 2015. Although you also made a payment of $100.23, our system took a second payment on December 8, 2015, for the same amount through CCA. I regret the system error.
I applied a credit of $100.23 to your account for one month of service for this issue. I also reversed the $7.00 late fee.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
the cancellation of the channels is an ongoing situation with dish -three months of fee reduction does not cover the overcharges included in my dish payment for the months these channels were not available to me
December 9, 2016 Dear Ms. [redacted]: On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.com. You indicated that you have guardianship over a minor whose disability...
bank card was used for a DISH Network account that is not associated with you or the minor child. The bank card account was debited $347.00 and you requested a refund. I requested that you provide me with the bank account number so that I could locate the DISH Network account that it was associated with. When I spoke with you by telephone today you informed me that this issue was resolved, as a refund for the full amount was processed. 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 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/21) */
July 15, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your correspondence, dated July 10, 2015,...
filed with the Revdex.com.
You said that you had DISH Network installed at your home in [redacted] NV and you were required to remove it due to the HOA restrictions. You maintain you were told you may transfer the service to your home in Laguna Beach, CA to prevent the early termination fee from applying. You requested a refund for the Credit Card AutoPay (CCA) payments.
When we spoke today, you provided me with your previous [redacted] account number (XXXXXXXXXXXXXXXX) and your current [redacted] account number (XXXXXXXXXXXXXXXX).
Our records reveal that account number XXXXXXXXXXXXXXXX was disconnected on January 19, 2015. This is the same date a DISH Move-In Deal installation was completed for account number XXXXXXXXXXXXXXXX. Please note that credits were applied to cover the termination fee of $200.00 and no funds were collected for this fee.
The total payments of $501.69 were collected for account XXXXXXXXXXXXXXXX for programming from November 2014 through January 2015. In June 2015, a refund totaling $159.29 was applied to your credit card account ending in 5727. Today, I submitted a refund of $342.40. Please allow five business days for processing. This refund and the refund of $159.29 total $502.30.
During our conversation, you indicated that you are unable to record programming and use the DISH Anywhere option. I explained that you have an active 722K HD DVR model receiver which requires a Sling Adaptor for the DISH Anywhere feature. A Sling Adaptor was ordered on July 14, 2015, and a $49.00 fee was applied. The equipment will be delivered to your address by UPS on July 16, 2015. As a courtesy, I reversed the Sling Adaptor fee from your account.
In addition, I scheduled a free technician visit for July 18, 2015, between 8:00 am and noon. You accepted this resolution.
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel. We apologize for 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,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that you were told that you would receive 80GB of anytime internet service and a three-day grace period. However, you received 10GB anytime and 50GB off-time. Because of this, you disconnected the internet service and disputed the $420.00 early termination fee. You mentioned the customer service you received. This account was initiated through I-DISH.com and a review of the sales call reveals that you were informed that you had a three-day grace period. However, you were not informed that you would receive 80 GB and that the internet service would not work with gaming or streaming services. DISH Network does not provide an internet package for 80GB. When I spoke with you by telephone today, I informed you that the early termination fee was removed on February 11, 2016. Your credit card was not charged for this fee. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: The responses of DISH NETWORK are so full of lies that it is almost impossible to believe anything they say. I started trying to get this matter settled two months before I was leaving the country. I not only gave them the correct address, but repeatedly called them to send the boxes as I was leaving the country within a few weeks and needed to get the matter settled. They were given the correct address at least three times before I left the country - along with my $17 payment for the boxes, and still after two months the boxes were not sent to me. Then during the next two years I sent them my friend's address where the equipment was being safely stored yet they could not even mail the boxes for almost two months. I put much time and effort to get the equipment returned to them in a timely matter, and it is IMPOSSIBLE to understand why it takes a company over a year to get a box sent to someone who repeatedly gave them correct mailing information. I also was told more than once by customer service representatives that since I was moving to a location where there was no DISH NETWORK I would not be responsible for the balance of the contract. It just seems now that this new representative is making things up as he goes and trying to put the blame on me, when they have misled me every step of the way. My balance should be zero and their current attitude toward customers service is a good proof of why DISH NETWORK is doing so poorly as a business now.
Sincerely,
[redacted] Here is an e-mail from March 3. 2015 which obviously shows my frustration in dealing with DISH NETWORK. They repeatedly asked for something impossible. There are small mountain towns in Idaho who do not use or deliver packages to a physical address. [redacted], etc will only deliver to the PO boxes in these towns, but DISH NETWORK refused to accept this fact. "[redacted][email protected] MY GOD! HOW MANY TIMES DO I HAVE TO TELL YOU PEOPLE. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE CORRECT ADDRESS IS: [redacted] I HAVE ALREADY PAID $17 CLEAR BACK SEPTEMBER OF 2014 FOR THE BOX AND RETURN SHIPPING. I HAVE ALREADY PAID TO HAVE IT RETURNED. I HAVE ALREADY PAID TO HAVE IT RETURNED. I HAVE ALREADY PAID TO HAVE IT RETURNED. SEND THE STUPID BOX TO THE RIGHT ADDRESS AND LISTEN TO ME FOR ONCE. DOES ANYONE THERE READ ANYTHING???? [redacted] -----Original Message-----From: care <[email protected]>To: [redacted] <[redacted]>Sent: Tue, Mar 3, 2015 12:19 amSubject: RE: Your DISH bill is now availableDear [redacted],Thank you for your email. I understand that you are required to return the leased equipment back to us and I’m willing to assist you with this. I apologize for any inconvenience that this may have caused you.Please be advised that we have sent you an equipment return kit as of 10/31/2014 on the address listed on file. Please allow 3-5 business days for you to receive the equipment return kit. If you are charged non-returned equipment fees, these fees will be reversed once we received the equipment.There is a $10 shipping charge if you chose to use the return shipping label we provided to return your equipment. Keep in mind that you generally save money by using our packaging as it is only $10 per shipping label, which is as low as half the cost of other couriers.You may also send the equipment to one of the following addresses:DISH Network Service, 90 Inverness Circle East, Englewood, CO 80112DISH Network Service, 1285A Joe Battle Blvd., El Paso, TX 79936DISH Network Service, 525 Dunnett Court, Spartanburg, SC 29303If you wished to continue in changing the service address, I need some information to verify the account. Please send us the four-digit Security Code on the account with the code reminder “BD”. This is to make sure that we are dealing with the account holder or his/her authorized user. Furthermore, this is to safeguard the confidentiality of your account.Please be advised that it will take 7-10 business days for us to receive your equipment once it has been shipped out. We are going to send you an email confirmation once your equipment has been received.Additionally, you can also track the status of your shipment through UPS website at[redacted] To track your package via telephone, call [redacted] at 1-800-PICK
[redacted] Dear Ms. [redacted]: On March 31, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com. You said that you were lied to when you ordered the internet service. You said that you were told that our internet was fast, that it would not affect your phone service, and that you would be able to use it for your online courses. You requested that we release you from the internet agreement. When we spoke by phone today, I advised you that I reviewed the recording of your sales call and found that our agent explained the service correctly. However, in the interest of customer service, I agreed to release you from your contract. You agreed to call me when you are ready to disconnect your internet 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You maintain that you did not provide the credit card account ending in [redacted] and it should not have been charged the early termination fee. You requested a credit toward any remaining balance. This account was activated under the Digital Home Advantage (DHA) 24-month agreement for TV service and the dishNET 24-month agreement for internet service on September 16, 2014. Authorization to automatically debit your debit/credit card account is provided in the agreements. I have enclosed a copy of each for your review. Our records reveal that this credit card account was provided when you requested a Move-In Deal on July 29, 2015. When you had your service disconnected on February 16, 2016, you did not fulfill the 24-month agreement for TV and internet service. Therefore, you were charged a $260.00 early termination fee for TV service and a $160.00 early termination fee for internet service. When I spoke with you by telephone today, I informed you that I made an exception and reversed both fees and submitted a refund of $382.50. There is no balance due on your account. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosures (2) cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On December 22, 2017, we received your complaint, dated December 21, 2017, filed with the Revdex.com. You expressed concern with a letter you received indicating that you did not qualify for DISH Network’s best promotion, and about the level of customer service you received. When we spoke, I attempted to explain that DISH Network, as other companies, apply a proprietary algorithm when qualifying prospective customers for promotional offers. You requested to know exactly what information was used in the algorithm but, as I explained, that information is proprietary and we do not disclose it in detail. As the credit qualification process is designed to help companies protect themselves, disclosing that information would render the process useless. Our records show that you requested the Hopper 3 and additional Joey receivers when you initiated your account. As you opted for our most advanced equipment, upgrade fees applied. These fees are disclosed prior to being charged, as all DISH Network fees are, and are based on the credit qualification process during the sale of service. While we regret that you do not agree with our policies or procedures, we are unable to provide reimbursement or compensation for this issue. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
July 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On June 27, 2016, we received your correspondence, dated June 23, 2016, filed with the Revdex.com. You said that a payment of $105.68 was collected without your authorization. You requested a refund and that your Non-Sufficient Funds (NSF) fees be paid. Ms. [redacted], a DISH Network Dispute Resolution Specialist, attempted to reach you at [redacted] and [redacted] on June 27, 2016, without success. She also sent an email to [redacted] (enclosed). Our records reveal that Electronic Funds Transfer (EFT) for payment was added to your DISH Network account on January 1, 2016, though your online account. The payment of $105.68 was collected through EFT on June 19, 2016, for programming from June 19, 2016, through July 18, 2016. The unreturned equipment fee of $99.00 was removed from your account on June 20, 2016, and a credit of $38.00 was applied to your account. These credits total $143.68. A refund for this same amount was applied to your checking account on June 27, 2016. 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 [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:
Initial Business Response /* (1000, 5, 2015/06/19) */
June 15, 2015
[redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 11, 2015, we received your complaint, dated June 9, 2015, filed...
with the Revdex.com.
You said that we charged you for unreturned equipment and you maintain that you returned the equipment immediately.
A review of this account reveals that this account was disconnected due to non-payment on March 10, 2015,and unreturned equipment charges were not applied to your account until April 9, 2015. Once the equipment was received on April 22, 2015, the $447.00 unreturned equipment charges were removed from the account. I also removed two $10.00 return box fees, leaving a remaining balance due of $223.39 for service rendered.
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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before sir, The receiver cord is frayed, I sent all your equipment back. I told this to your overseas staff, but they still insisted that I go under the table and power on equipment. I told them I cannot do this for two reasons , one being that the equipment can short out my tv, two, I am phsycially disabled due to spinal fusion surgery. If you look at the attached picture on the lower left hand corner is where the dish equipment was set up. Apparently your staff doesn't understand english very well because I told them the cord was damaged. And they kept insisting for me to troubleshoot. I have over 25 years working in computer help desk support, I think I know a frayed power cord when I see one. (IMG_2380.JPG)
Revdex.com: Yes they resolved my complaint that same day. I just wasn't able to respond to the Revdex.com as I didnt have a way to do it yet.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank You.
Sincerely,
[redacted]
February 13, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 13, 2018, we received your rebuttal, dated February 12, 2018, filed with the Revdex.com. You disagreed with my response, and you requested a refund. I regret that you disagree with my response. It is not my intent to add to your frustration. As previously explained, no funds were collected for the early termination fee, and no refund is warranted. A review of your account reveals a programming credit of $33.78. The system submitted a refund for this amount. Please allow five business days for processing. 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]
[redacted]-[redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on July 11, 12 and 13, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee to disconnect your service. You maintain that DISH Network did not provide you with the channels that you paid for. You were enrolled in a 24-month commitment on June 17, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Our records show that you were concerned with the removal of your local ABC station. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Tribune Broadcasting Company refused to grant an extension to keep the station on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune Broadcasting Company, presenting a path to end the blackout immediately and ensure "fair market rates" for both parties. However, Tribune Broadcasting Company rejected DISH Network's proposal to pursue an immediate, fair, and binding solution to restore its blacked out channels. Although you are not charged for your local stations, our records show that you declined our offer to provide a monthly credit of $20.00 to your account for six months. Your service was canceled on July 8, 2016. I will make an exception and remove the early termination fee once it is applied to your account. 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
February 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You indicated that you would like to settle the balance on your DISH Network account; however, you have not been provided with the collection agency’s information. Your service was activated on September 14, 2013, with a 24-month commitment and was disconnected for non-payment on November 27, 2013. Since your term commitment was not fulfilled, an early termination fee of $460.00 was applied to your account. You were also charged a $17.00 box return shipping fee and unpaid service charges of $57.86 plus tax, bringing your total balance to $573.01. Our records reveal that your account was referred to the collection agency, ERC. Their customer contact phone number is 1-800-875-5334. When I spoke with you by phone on February 19, 2016, I offered to settle your balance for half of the amount. You agreed and made a payment of $286.51. As of this date, your account has a zero balance. Your DISH Network account will be updated with the collection agency within 72 hours. 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 [redacted] [redacted] [redacted] [redacted]
On March 29, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You stated that you recently disconnected your DISH Network account and you have not received return shipping materials for the leased equipment. When you contact DISH Network to follow up on the matter, you were provided different instructions regarding the return. You would like confirmation of the instructions in order to resolve this issue. When we spoke today, I advised you that the 625 model receivers are obsolete and they do not need to be returned. However, we do require that the smart cards be removed from the receivers and returned. I verified that the return shipping materials were sent for the smart cards. I also informed you that you do not need to remove the LNB from the dish and return it. 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]
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. Just for the record, during the past 2 months when I called DISH TV 6 different times, I was never offered a upgrade to a Hopper 3 machine. This didn't happen until I contacted the Revdex.com. It's baffling that DISH didn't offer me or possibly thousands of other customers, who up to a recent point in time, could no longer receive [redacted] streaming either. As I said before, I did have the streaming up to the time I discontinued service with DISH. Six weeks later, I became a customer again, and the [redacted] service was not working for me and for the many other people - as they told me. They claimed it was an upgrade in services which had been going on for 2 months.Now with the new Hopper 3 machine, all has been solved. Thank you Revdex.com and DISH TV.
Sincerely,
[redacted]
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,
[redacted]
March 7, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 5, 2018, we received your complaint, dated March 3, 2018, filed with the Revdex.com. You indicated that when you called DISH Network to inquire about a refund, you were advised that your credit balance was gone and you would not receive the refund. You requested a refund of $36.18. When I spoke with you today, I advised you that a refund of $36.18 has been submitted to your credit card account ending in [redacted]. Please allow up to five days for processing. I apologize for the time it took to process your refund. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future. 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]
December 18, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####463
Dear Ms. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
Although I received...
your voicemail, my attempts to contact you by phone at ###-###-#### on December 15, 16 and 17, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the term commitment on your account. You indicated that you upgraded your equipment because it was required, and you were not aware of the commitment.
A review of your account shows that your equipment was upgraded on March 3, 2015, because it was becoming obsolete. Since this was a requirement by DISH Network, it did not necessitate a term commitment; however, a 24-month commitment was added in error. I apologize for this oversight. I removed the term commitment from your account.
You also disputed the debit of $100.23 that was applied to your credit card account through Credit Card AutoPay (CCA). You stated that you made a manual payment on December 7, 2015, and the automatic payment was not supposed to be collected until December 19, 2015.
On November 4, 2015, a billing statement of $100.23 generated for service from November 19, 2015, through December 18, 2015. We were unable to collect a payment through CCA. As a result, a billing statement of $207.85 generated on December 4, 2015, for service from December 19, 2015, through January 18, 2016. This balance included the previous unpaid balance of $100.23, the new month's charges and a $7.00 late fee.
Our records show that your CCA information was updated on December 7, 2015. Although you also made a payment of $100.23, our system took a second payment on December 8, 2015, for the same amount through CCA. I regret the system error.
I applied a credit of $100.23 to your account for one month of service for this issue. I also reversed the $7.00 late fee.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
the cancellation of the channels is an ongoing situation with dish -three months of fee reduction does not cover the overcharges included in my dish payment for the months these channels were not available to me
December 9, 2016 Dear Ms. [redacted]: On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.com. You indicated that you have guardianship over a minor whose disability...
bank card was used for a DISH Network account that is not associated with you or the minor child. The bank card account was debited $347.00 and you requested a refund. I requested that you provide me with the bank account number so that I could locate the DISH Network account that it was associated with. When I spoke with you by telephone today you informed me that this issue was resolved, as a refund for the full amount was processed. 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 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/21) */
July 15, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your correspondence, dated July 10, 2015,...
filed with the Revdex.com.
You said that you had DISH Network installed at your home in [redacted] NV and you were required to remove it due to the HOA restrictions. You maintain you were told you may transfer the service to your home in Laguna Beach, CA to prevent the early termination fee from applying. You requested a refund for the Credit Card AutoPay (CCA) payments.
When we spoke today, you provided me with your previous [redacted] account number (XXXXXXXXXXXXXXXX) and your current [redacted] account number (XXXXXXXXXXXXXXXX).
Our records reveal that account number XXXXXXXXXXXXXXXX was disconnected on January 19, 2015. This is the same date a DISH Move-In Deal installation was completed for account number XXXXXXXXXXXXXXXX. Please note that credits were applied to cover the termination fee of $200.00 and no funds were collected for this fee.
The total payments of $501.69 were collected for account XXXXXXXXXXXXXXXX for programming from November 2014 through January 2015. In June 2015, a refund totaling $159.29 was applied to your credit card account ending in 5727. Today, I submitted a refund of $342.40. Please allow five business days for processing. This refund and the refund of $159.29 total $502.30.
During our conversation, you indicated that you are unable to record programming and use the DISH Anywhere option. I explained that you have an active 722K HD DVR model receiver which requires a Sling Adaptor for the DISH Anywhere feature. A Sling Adaptor was ordered on July 14, 2015, and a $49.00 fee was applied. The equipment will be delivered to your address by UPS on July 16, 2015. As a courtesy, I reversed the Sling Adaptor fee from your account.
In addition, I scheduled a free technician visit for July 18, 2015, between 8:00 am and noon. You accepted this resolution.
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel. We apologize for 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,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 26, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that you were told that you would receive 80GB of anytime internet service and a three-day grace period. However, you received 10GB anytime and 50GB off-time. Because of this, you disconnected the internet service and disputed the $420.00 early termination fee. You mentioned the customer service you received. This account was initiated through I-DISH.com and a review of the sales call reveals that you were informed that you had a three-day grace period. However, you were not informed that you would receive 80 GB and that the internet service would not work with gaming or streaming services. DISH Network does not provide an internet package for 80GB. When I spoke with you by telephone today, I informed you that the early termination fee was removed on February 11, 2016. Your credit card was not charged for this fee. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: The responses of DISH NETWORK are so full of lies that it is almost impossible to believe anything they say. I started trying to get this matter settled two months before I was leaving the country. I not only gave them the correct address, but repeatedly called them to send the boxes as I was leaving the country within a few weeks and needed to get the matter settled. They were given the correct address at least three times before I left the country - along with my $17 payment for the boxes, and still after two months the boxes were not sent to me. Then during the next two years I sent them my friend's address where the equipment was being safely stored yet they could not even mail the boxes for almost two months. I put much time and effort to get the equipment returned to them in a timely matter, and it is IMPOSSIBLE to understand why it takes a company over a year to get a box sent to someone who repeatedly gave them correct mailing information. I also was told more than once by customer service representatives that since I was moving to a location where there was no DISH NETWORK I would not be responsible for the balance of the contract. It just seems now that this new representative is making things up as he goes and trying to put the blame on me, when they have misled me every step of the way. My balance should be zero and their current attitude toward customers service is a good proof of why DISH NETWORK is doing so poorly as a business now.
Sincerely,
[redacted] Here is an e-mail from March 3. 2015 which obviously shows my frustration in dealing with DISH NETWORK. They repeatedly asked for something impossible. There are small mountain towns in Idaho who do not use or deliver packages to a physical address. [redacted], etc will only deliver to the PO boxes in these towns, but DISH NETWORK refused to accept this fact. "[redacted][email protected] MY GOD! HOW MANY TIMES DO I HAVE TO TELL YOU PEOPLE. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE BOX WAS NEVER RECEIVED. THE CORRECT ADDRESS IS: [redacted] I HAVE ALREADY PAID $17 CLEAR BACK SEPTEMBER OF 2014 FOR THE BOX AND RETURN SHIPPING. I HAVE ALREADY PAID TO HAVE IT RETURNED. I HAVE ALREADY PAID TO HAVE IT RETURNED. I HAVE ALREADY PAID TO HAVE IT RETURNED. SEND THE STUPID BOX TO THE RIGHT ADDRESS AND LISTEN TO ME FOR ONCE. DOES ANYONE THERE READ ANYTHING???? [redacted] -----Original Message-----From: care <[email protected]>To: [redacted] <[redacted]>Sent: Tue, Mar 3, 2015 12:19 amSubject: RE: Your DISH bill is now availableDear [redacted],Thank you for your email. I understand that you are required to return the leased equipment back to us and I’m willing to assist you with this. I apologize for any inconvenience that this may have caused you.Please be advised that we have sent you an equipment return kit as of 10/31/2014 on the address listed on file. Please allow 3-5 business days for you to receive the equipment return kit. If you are charged non-returned equipment fees, these fees will be reversed once we received the equipment.There is a $10 shipping charge if you chose to use the return shipping label we provided to return your equipment. Keep in mind that you generally save money by using our packaging as it is only $10 per shipping label, which is as low as half the cost of other couriers.You may also send the equipment to one of the following addresses:DISH Network Service, 90 Inverness Circle East, Englewood, CO 80112DISH Network Service, 1285A Joe Battle Blvd., El Paso, TX 79936DISH Network Service, 525 Dunnett Court, Spartanburg, SC 29303If you wished to continue in changing the service address, I need some information to verify the account. Please send us the four-digit Security Code on the account with the code reminder “BD”. This is to make sure that we are dealing with the account holder or his/her authorized user. Furthermore, this is to safeguard the confidentiality of your account.Please be advised that it will take 7-10 business days for us to receive your equipment once it has been shipped out. We are going to send you an email confirmation once your equipment has been received.Additionally, you can also track the status of your shipment through UPS website at[redacted] To track your package via telephone, call [redacted] at 1-800-PICK
March 31, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 31, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com. You said that you were lied to when you ordered the internet service. You said that you were told that our internet was fast, that it would not affect your phone service, and that you would be able to use it for your online courses. You requested that we release you from the internet agreement. When we spoke by phone today, I advised you that I reviewed the recording of your sales call and found that our agent explained the service correctly. However, in the interest of customer service, I agreed to release you from your contract. You agreed to call me when you are ready to disconnect your internet 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
March 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You maintain that you did not provide the credit card account ending in [redacted] and it should not have been charged the early termination fee. You requested a credit toward any remaining balance. This account was activated under the Digital Home Advantage (DHA) 24-month agreement for TV service and the dishNET 24-month agreement for internet service on September 16, 2014. Authorization to automatically debit your debit/credit card account is provided in the agreements. I have enclosed a copy of each for your review. Our records reveal that this credit card account was provided when you requested a Move-In Deal on July 29, 2015. When you had your service disconnected on February 16, 2016, you did not fulfill the 24-month agreement for TV and internet service. Therefore, you were charged a $260.00 early termination fee for TV service and a $160.00 early termination fee for internet service. When I spoke with you by telephone today, I informed you that I made an exception and reversed both fees and submitted a refund of $382.50. There is no balance due on your account. 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 through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosures (2) cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
December 28, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 22, 2017, we received your complaint, dated December 21, 2017, filed with the Revdex.com. You expressed concern with a letter you received indicating that you did not qualify for DISH Network’s best promotion, and about the level of customer service you received. When we spoke, I attempted to explain that DISH Network, as other companies, apply a proprietary algorithm when qualifying prospective customers for promotional offers. You requested to know exactly what information was used in the algorithm but, as I explained, that information is proprietary and we do not disclose it in detail. As the credit qualification process is designed to help companies protect themselves, disclosing that information would render the process useless. Our records show that you requested the Hopper 3 and additional Joey receivers when you initiated your account. As you opted for our most advanced equipment, upgrade fees applied. These fees are disclosed prior to being charged, as all DISH Network fees are, and are based on the credit qualification process during the sale of service. While we regret that you do not agree with our policies or procedures, we are unable to provide reimbursement or compensation for this issue. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
July 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On June 27, 2016, we received your correspondence, dated June 23, 2016, filed with the Revdex.com. You said that a payment of $105.68 was collected without your authorization. You requested a refund and that your Non-Sufficient Funds (NSF) fees be paid. Ms. [redacted], a DISH Network Dispute Resolution Specialist, attempted to reach you at [redacted] and [redacted] on June 27, 2016, without success. She also sent an email to [redacted] (enclosed). Our records reveal that Electronic Funds Transfer (EFT) for payment was added to your DISH Network account on January 1, 2016, though your online account. The payment of $105.68 was collected through EFT on June 19, 2016, for programming from June 19, 2016, through July 18, 2016. The unreturned equipment fee of $99.00 was removed from your account on June 20, 2016, and a credit of $38.00 was applied to your account. These credits total $143.68. A refund for this same amount was applied to your checking account on June 27, 2016. 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 [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:
Initial Business Response /* (1000, 5, 2015/06/19) */
June 15, 2015
[redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 11, 2015, we received your complaint, dated June 9, 2015, filed...
with the Revdex.com.
You said that we charged you for unreturned equipment and you maintain that you returned the equipment immediately.
A review of this account reveals that this account was disconnected due to non-payment on March 10, 2015,and unreturned equipment charges were not applied to your account until April 9, 2015. Once the equipment was received on April 22, 2015, the $447.00 unreturned equipment charges were removed from the account. I also removed two $10.00 return box fees, leaving a remaining balance due of $223.39 for service rendered.
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: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before sir, The receiver cord is frayed, I sent all your equipment back. I told this to your overseas staff, but they still insisted that I go under the table and power on equipment. I told them I cannot do this for two reasons , one being that the equipment can short out my tv, two, I am phsycially disabled due to spinal fusion surgery. If you look at the attached picture on the lower left hand corner is where the dish equipment was set up. Apparently your staff doesn't understand english very well because I told them the cord was damaged. And they kept insisting for me to troubleshoot. I have over 25 years working in computer help desk support, I think I know a frayed power cord when I see one. (IMG_2380.JPG)
Revdex.com: Yes they resolved my complaint that same day. I just wasn't able to respond to the Revdex.com as I didnt have a way to do it yet.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank You.
Sincerely,
[redacted]
February 13, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 13, 2018, we received your rebuttal, dated February 12, 2018, filed with the Revdex.com. You disagreed with my response, and you requested a refund. I regret that you disagree with my response. It is not my intent to add to your frustration. As previously explained, no funds were collected for the early termination fee, and no refund is warranted. A review of your account reveals a programming credit of $33.78. The system submitted a refund for this amount. Please allow five business days for processing. 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]
July 14, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on July 11, 12 and 13, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee to disconnect your service. You maintain that DISH Network did not provide you with the channels that you paid for. You were enrolled in a 24-month commitment on June 17, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Our records show that you were concerned with the removal of your local ABC station. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Tribune Broadcasting Company refused to grant an extension to keep the station on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune Broadcasting Company, presenting a path to end the blackout immediately and ensure "fair market rates" for both parties. However, Tribune Broadcasting Company rejected DISH Network's proposal to pursue an immediate, fair, and binding solution to restore its blacked out channels. Although you are not charged for your local stations, our records show that you declined our offer to provide a monthly credit of $20.00 to your account for six months. Your service was canceled on July 8, 2016. I will make an exception and remove the early termination fee once it is applied to your account. 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
February 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You indicated that you would like to settle the balance on your DISH Network account; however, you have not been provided with the collection agency’s information. Your service was activated on September 14, 2013, with a 24-month commitment and was disconnected for non-payment on November 27, 2013. Since your term commitment was not fulfilled, an early termination fee of $460.00 was applied to your account. You were also charged a $17.00 box return shipping fee and unpaid service charges of $57.86 plus tax, bringing your total balance to $573.01. Our records reveal that your account was referred to the collection agency, ERC. Their customer contact phone number is 1-800-875-5334. When I spoke with you by phone on February 19, 2016, I offered to settle your balance for half of the amount. You agreed and made a payment of $286.51. As of this date, your account has a zero balance. Your DISH Network account will be updated with the collection agency within 72 hours. 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 [redacted] [redacted] [redacted] [redacted]
March 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: ...
On March 29, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You stated that you recently disconnected your DISH Network account and you have not received return shipping materials for the leased equipment. When you contact DISH Network to follow up on the matter, you were provided different instructions regarding the return. You would like confirmation of the instructions in order to resolve this issue. When we spoke today, I advised you that the 625 model receivers are obsolete and they do not need to be returned. However, we do require that the smart cards be removed from the receivers and returned. I verified that the return shipping materials were sent for the smart cards. I also informed you that you do not need to remove the LNB from the dish and return it. 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]
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. Just for the record, during the past 2 months when I called DISH TV 6 different times, I was never offered a upgrade to a Hopper 3 machine. This didn't happen until I contacted the Revdex.com. It's baffling that DISH didn't offer me or possibly thousands of other customers, who up to a recent point in time, could no longer receive [redacted] streaming either. As I said before, I did have the streaming up to the time I discontinued service with DISH. Six weeks later, I became a customer again, and the [redacted] service was not working for me and for the many other people - as they told me. They claimed it was an upgrade in services which had been going on for 2 months.Now with the new Hopper 3 machine, all has been solved. Thank you Revdex.com and DISH TV.
Sincerely,
[redacted]
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,
[redacted]