Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution has been met. I am not happy about the length of time it took a company of this caliber to complete the refund, but it is now complete.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Gerri S[redacted] 3/10/18 The phone number I called to order was a DISH number. The agent answered as DISH. The trucks that the installers came in had DISH all over them in huge letters. The installers identified themselves as DISH employees. The number that I called to correct the failed installation was a DISH number. And yet you claim DISH had nothing to do with any of this debacle. Your claim that once asatellite dish is installed it is my property is not valid. If it is in the contract it is moot because when DISH failed to install as agreed the contract was null and void. If it is DISH policy and conflicts with [redacted] policy it is then without merit. “ We have no record of another technician visit being scheduled, or of the porting of your telephone number. Your account notes indicate that you were advised to call [redacted].” This are your words. You have no record of a tech scheduled or the porting of the phone number yet you say I was advised to call [redacted] on this account. It seems you need to do better on record keeping or be more forthcoming. I would advise anyone considering doing business with DISH to go to the internet and take note of the numerous complaints there. [redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I received a letter in the mail stating that by signing up with Dish Network they may increase my bill time to time. This is not acceptable. Increasing my monthly bill with no explanation nor with any additional services is not acceptable. When I signed up with Dish Network it was for a monthly service with a fee attached to that service.
Sincerely,
[redacted]
[redacted] Dear Mr. [redacted]: On June 22, 2017, we received your correspondence, dated June 21, 2017, filed with the Revdex.com. You maintain that only a Joey receiver was installed at your home in April 2017 and you disputed the $199.00 TV installation fee. You requested a refund. Our records reveal that your concerns were reported to the appropriate personnel for review. When you spoke with DISH Network representative Ms. Jennifer Mc Hose on June 29, 2017, she investigated your claim and applied a one-time credit of $150.00 to your account. I submitted a refund of $150.00. Please allow three weeks for processing. The quality of our customers' experiences is of great importance to DISH Network. I 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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]
I have returned the only box I had from Dish, a DVR, two controls, connections, and other items that came with the equipment. They should receive it any time. I sent it since three days ago, on Feb. 23rd, 2016. According to Dish, I have to pay $10,more plus $81.14 for early termination. I will making payment, on March 5th, since I have not received yet my direct deposit into my bank acct. Thank you Revdex.com for your cooperation. Sincerely,Carmenza Moreno.
Dear Mr. and Mrs. [redacted]: On January 27, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. You said that you closed your DISH Network account because the On Demand feature did not work. You expressed concern regarding the early termination fee, as...
you state that you didn’t sign a contract. When we spoke you told me that your television service worked but the On Demand didn’t. I informed you that we consider the contract to be valid and that the early termination fee is an accurate charge. We unsuccessfully attempted to assist you with getting your receiver to connect to your internet, and we recommended that you contact your internet provider. I offered to reduce the balance from $442.63 to $99.00, but you said that you want to review the contract before accepting my settlement offer. Enclosed is a copy of your signed contract. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/10) */
July 8, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your correspondence, dated July 7, 2015, filed with the...
Revdex.com.
You stated that your DISH Network account was not disconnected as you requested. As a result, you were overcharged for service. You were provided a refund of $67.81. You were owed an additional $75.28. This balance was disputed with your financial institution. You continue to be contacted by DISH Network regarding the $75.28. You requested that this be resolved and you would like no further contact.
I resolved the $75.28 balance and I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
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
[redacted]
[redacted] XXXXX
[redacted]
July 2, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On June 26, 2017, we received your complaint, dated June 25, 2017, filed with the Revdex.com. My attempts to reach you by phone on June 28 and 29, and July 2, 2017, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding not being able to receive the benefits of a new customer offer. You said that you have been overpaying for two years because you are afraid to return a receiver that is not in use. DISH Network has taken our customers’ feedback into consideration when creating our new existing customer offer. We now offer our qualifying existing customers a two-year price lock. I understand that it doesn’t fully match our new customer offer, but you would receive the benefit of having your price locked. If you agree to this offer, I can offer you [redacted] free for three months, as a courtesy. You are eligible for a free technician visit if you want to upgrade to our Hopper 3 system for a $100.00 one-time fee. Keep in mind that this would increase your DVR fee by $3.00 a month. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] Dear Mrs. [redacted]: On December 11, 2017, we received your complaint, dated December 8, 2017, filed with the Revdex.com. You expressed concern with the installation fees that were applied to your account. You indicated that there should be no charge because you subscribe to the DISH Protect Silver Plan. You also expressed dissatisfaction with our Customer Service Department when you contacted us about technical issues. You would like to be released from your term commitment. Our records show that a term commitment was added to your account on May 22, 2017, when your equipment was upgraded through our DISH’n It Up promotion. We are unable to honor your request to waive the term commitment. Enclosed is a copy of your 24-month agreement. Please be advised that troubleshooting by phone is required when a customer contacts us to report technical issues. If an issue cannot be fixed by phone, a technician visit will be required. The regular cost of a technician visit is $95.00. However, the application of the DISH Protect Silver Plan to your account will reduce the cost of a technician visit to $10.00. The plan also provides the customer with free shipping on any equipment that needs to be exchanged. Although the DISH Protect Silver Plan covers any cost to resolve technical issues, it does not cover additional work. As a result, a charge of $25.00 (half of the cost) was applied to your account on December 8, 2017, for the relocation of the receiver within your home. When I spoke with your son by phone on December 11, 2017, I advised him that, as a courtesy, I removed the $25.00 fee. I also applied a credit of $15.00 for the past technician visits, and I removed the DISH Protect Silver Plan from your account. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/11/23) */
November 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your correspondence, dated November 13,...
2015, filed with the Revdex.com.
You stated that you recently relocated and you were unable to retain your DISH Network service at your new residence. This led you to disconnect your account. Your service was bundled with CenturyLink and you have been billed $112.37 for DISH Network services since you disconnected. Your attempts to resolve this balance have been unsuccessful and you would like this corrected.
When we spoke today, I confirmed that a $112.37 credit was transferred to CenturyLink to correct the matter. You accepted this resolution and agreed to contact me should you receive any further billing.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You expressed concern with the customer service you received regarding the credits on your account. DISH Network sincerely regrets any inconvenience you experienced. Over the past 24 months, DISH Network has provided you with account credits totaling $1,247.92. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. DISH Network strives to provide the best value and service, and your repeated contact with our Customer Service Department negatively impacts our ability to provide best-in-class customer service to all of our customers. We offered you 30% off your core programming costs for the next five years. As a condition of this offer, any current credits you are receiving on your account would be removed. We also ask that you limit all unnecessary contact with our Customer Service Department. While live agents will always be here for you if you experience technical issues, we ask that do not call DISH Network more than one time per month for non-technical reasons. Although you requested that DISH Network provide you with the 30% offer after your current credits end, we are unable to honor your request. If you would like to accept this five-year discount offer or 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]
Initial Business Response /* (1000, 4, 2015/12/04) */
December 3, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015,...
filed with the Revdex.com.
You expressed concern regarding your data usage. You state that you have cut back on your internet usage, but feel that we are overstating your usage. You want your data usage looked into and to receive a refund for the months you have paid for the internet service.
When we spoke, I informed you that a review of last month's data usage found it to be accurate. The overall usage type on your account shows about two-thirds as video streaming and general web browsing. A large Windows Update was performed on November 16, 2015, between 6 am and 7 am; however, this did not count against your anytime usage.
I offered to send a technician to your home to review your system and I advised you that if these problems continue, I'm willing to release you from your contract. Although I'm unable to provide you with a refund, I added a $40.00 monthly credit to your account for 12 months.
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
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I believe that [redacted] was very helpful and showed good faith by discounting my internet rate an sending a tech out to my home, I honestly do not believe this issue in its entirety is resolved. This is really a David vs. Goliath situation, Dish is a huge company with all of the resources in the world and it's their word against mine. Also, due to the nature of the product being sold/purchased it is very hard for me to prove that they were cutting me short or miscounting my data usage. However I have attached an image of my current data usage for this month and even though I have not changed my habits at all, it shows that I have used less than 3GB of my 15GB but in previous months by this same time Dish said that I had already used 80% of my data. Call it what you want, but it defiantly seems ironic that only after I called them out on their dishonesty is my data usage being correctly calculated.
Final Business Response /* (4000, 8, 2015/12/22) */
December 14, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 14, 2015, we received your rebuttal, dated December 11, 2015, filed with the Revdex.com.
You said that although you are unsure that the issue has been corrected, your internet usage seems to be accurate.
We strive to provide excellent service and we regret that your experience was unfavorable. Please let me know if your issues continue so that we can work toward a solution.
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
[redacted]
[redacted] XXXXX
[redacted]
Tell us why here...January 31, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 31, 2018, we received your rebuttal, dated January 30, 2018, filed with the Revdex.com. You disagreed with my response and expressed concern with your customer service experience. It is not my intent to add to your frustration. We appreciate your feedback and 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 (720) 514-7082. Sincerely, Christina A[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
February 22, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On February 12, 2018, we received your complaint, dated February 10, 2018, filed with the Revdex.com. You indicated that you have experienced ongoing technical issues since your system was installed. As a result, you requested to be released from the 24-month commitment and you maintain that the agreement states you may cancel without penalty within 180 days. When I spoke with you by telephone today, you agreed to a free technician visit to troubleshoot your system. I scheduled it for February 27, 2018, between the hours of 8:00 am and 10:00 am. As you are currently receiving a monthly credit of $5.00 for six months, I also agreed to extend the credits for an additional six months once these expire. You activated your account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) which includes an early termination fee if the commitment is not fulfilled. It does not state that you can cancel within 180 days without any charge. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 8, 2016, we received your rebuttal, dated March 7, 2016, filed with the Revdex.com. You said that DISH Network agreed to waive your early termination fee; however, you found that you were charged $49.99. You requested a refund. When we spoke, I told you that your account was closed without penalty. DISH Network did not charge the $49.99 fee. It was charged by PlanetDish.com (888-957-3474). Please contact them directly to inquire about a refund. 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]
November 22, 2016 Dear Ms. [redacted]: On November 21, 2016, we received your complaint, dated November 21, 2016, filed with the Revdex.com. You maintain you requested that we not contact you regarding your balance due. We have no record of this request. I removed the phone numbers from your account. Although the balance of $151.23 remains valid, I notified collections to cease and desist any further collection attempts. 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 ###-###-####
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.
As long as the collection is taken off all credit reports.
Sincerely,
[redacted]
[redacted] Dear [redacted]: On May 24, 2017, we received your complaint, dated May 23, 2017, filed with the Revdex.com. You said that you received an email from us with an offer for discounted premium movie channels. However, when you called to take advantage of the promotion, you were told that you didn’t qualify for it. You feel that this is a bait and switch tactic, and you would like us to honor the offer. When we spoke, I informed you that the email you received did state in the disclosures that your account must be current in order to be eligible. Because you have been carrying a rolling balance, you were disqualified from the offer. Our records reflect that an agent offered you the four premium movie packages for $25.00 a month for the next six months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] a.m. to 2:30 p.m. MDT [redacted]
September 7, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You said that you were offered $100.00 gift card, but you have not received it. You requested to have the...
gift card amount applied to your account. When I spoke with you, I informed you that the gift card offer was from Infinity Sales Group LLC, a sales partner of DISH Network. I requested a copy of the sales call; however, I did not receive it. Therefore, I made an exception and I applied a one-time credit of $100.00 to your account. 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 - Friday, 6:00 am - 2:30 pm MDT ###-###-#### September 7, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You said that you were offered $100.00 gift card, but you have not received it. You requested to have the gift card amount applied to your account. When I spoke with you, I informed you that the gift card offer was from Infinity Sales Group LLC, a sales partner of DISH Network. I requested a copy of the sales call; however, I did not receive it. Therefore, I made an exception and I applied a one-time credit of $100.00 to your account. 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 - Friday, 6:00 am - 2:30 pm MDT ###-###-####
[redacted] Dear Ms. [redacted] On June 20, 2016, we received your complaint, dated June 16, 2016, filed with the Revdex.com. You indicated that you experienced technical issues with both your TV service and internet service; therefore, you disconnected the services. You disputed the early termination fees. When you disconnected your service, you did not fulfill the 24-month agreements and you were charged $380.00 for the TV early termination fee and $262.50 for the internet early termination fee. A review of this account reveals that there have been numerous technical issues reported. When I spoke with you by telephone today, I informed you that I waived both early termination fees and I removed the $769.64 balance from 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution has been met. I am not happy about the length of time it took a company of this caliber to complete the refund, but it is now complete.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Gerri S[redacted] 3/10/18 The phone number I called to order was a DISH number. The agent answered as DISH. The trucks that the installers came in had DISH all over them in huge letters. The installers identified themselves as DISH employees. The number that I called to correct the failed installation was a DISH number. And yet you claim DISH had nothing to do with any of this debacle. Your claim that once asatellite dish is installed it is my property is not valid. If it is in the contract it is moot because when DISH failed to install as agreed the contract was null and void. If it is DISH policy and conflicts with [redacted] policy it is then without merit. “ We have no record of another technician visit being scheduled, or of the porting of your telephone number. Your account notes indicate that you were advised to call [redacted].” This are your words. You have no record of a tech scheduled or the porting of the phone number yet you say I was advised to call [redacted] on this account. It seems you need to do better on record keeping or be more forthcoming. I would advise anyone considering doing business with DISH to go to the internet and take note of the numerous complaints there. [redacted]
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I received a letter in the mail stating that by signing up with Dish Network they may increase my bill time to time. This is not acceptable. Increasing my monthly bill with no explanation nor with any additional services is not acceptable. When I signed up with Dish Network it was for a monthly service with a fee attached to that service.
Sincerely,
[redacted]
June 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On June 22, 2017, we received your correspondence, dated June 21, 2017, filed with the Revdex.com. You maintain that only a Joey receiver was installed at your home in April 2017 and you disputed the $199.00 TV installation fee. You requested a refund. Our records reveal that your concerns were reported to the appropriate personnel for review. When you spoke with DISH Network representative Ms. Jennifer Mc Hose on June 29, 2017, she investigated your claim and applied a one-time credit of $150.00 to your account. I submitted a refund of $150.00. Please allow three weeks for processing. The quality of our customers' experiences is of great importance to DISH Network. I 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[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]
I have returned the only box I had from Dish, a DVR, two controls, connections, and other items that came with the equipment. They should receive it any time. I sent it since three days ago, on Feb. 23rd, 2016. According to Dish, I have to pay $10,more plus $81.14 for early termination. I will making payment, on March 5th, since I have not received yet my direct deposit into my bank acct. Thank you Revdex.com for your cooperation. Sincerely,Carmenza Moreno.
Dear Mr. and Mrs. [redacted]: On January 27, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. You said that you closed your DISH Network account because the On Demand feature did not work. You expressed concern regarding the early termination fee, as...
you state that you didn’t sign a contract. When we spoke you told me that your television service worked but the On Demand didn’t. I informed you that we consider the contract to be valid and that the early termination fee is an accurate charge. We unsuccessfully attempted to assist you with getting your receiver to connect to your internet, and we recommended that you contact your internet provider. I offered to reduce the balance from $442.63 to $99.00, but you said that you want to review the contract before accepting my settlement offer. Enclosed is a copy of your signed contract. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/10) */
July 8, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your correspondence, dated July 7, 2015, filed with the...
Revdex.com.
You stated that your DISH Network account was not disconnected as you requested. As a result, you were overcharged for service. You were provided a refund of $67.81. You were owed an additional $75.28. This balance was disputed with your financial institution. You continue to be contacted by DISH Network regarding the $75.28. You requested that this be resolved and you would like no further contact.
I resolved the $75.28 balance and I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
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
[redacted]
[redacted] XXXXX
[redacted]
July 2, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On June 26, 2017, we received your complaint, dated June 25, 2017, filed with the Revdex.com. My attempts to reach you by phone on June 28 and 29, and July 2, 2017, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding not being able to receive the benefits of a new customer offer. You said that you have been overpaying for two years because you are afraid to return a receiver that is not in use. DISH Network has taken our customers’ feedback into consideration when creating our new existing customer offer. We now offer our qualifying existing customers a two-year price lock. I understand that it doesn’t fully match our new customer offer, but you would receive the benefit of having your price locked. If you agree to this offer, I can offer you [redacted] free for three months, as a courtesy. You are eligible for a free technician visit if you want to upgrade to our Hopper 3 system for a $100.00 one-time fee. Keep in mind that this would increase your DVR fee by $3.00 a month. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
December 15, 2017 Mrs. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 11, 2017, we received your complaint, dated December 8, 2017, filed with the Revdex.com. You expressed concern with the installation fees that were applied to your account. You indicated that there should be no charge because you subscribe to the DISH Protect Silver Plan. You also expressed dissatisfaction with our Customer Service Department when you contacted us about technical issues. You would like to be released from your term commitment. Our records show that a term commitment was added to your account on May 22, 2017, when your equipment was upgraded through our DISH’n It Up promotion. We are unable to honor your request to waive the term commitment. Enclosed is a copy of your 24-month agreement. Please be advised that troubleshooting by phone is required when a customer contacts us to report technical issues. If an issue cannot be fixed by phone, a technician visit will be required. The regular cost of a technician visit is $95.00. However, the application of the DISH Protect Silver Plan to your account will reduce the cost of a technician visit to $10.00. The plan also provides the customer with free shipping on any equipment that needs to be exchanged. Although the DISH Protect Silver Plan covers any cost to resolve technical issues, it does not cover additional work. As a result, a charge of $25.00 (half of the cost) was applied to your account on December 8, 2017, for the relocation of the receiver within your home. When I spoke with your son by phone on December 11, 2017, I advised him that, as a courtesy, I removed the $25.00 fee. I also applied a credit of $15.00 for the past technician visits, and I removed the DISH Protect Silver Plan from your account. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/11/23) */
November 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your correspondence, dated November 13,...
2015, filed with the Revdex.com.
You stated that you recently relocated and you were unable to retain your DISH Network service at your new residence. This led you to disconnect your account. Your service was bundled with CenturyLink and you have been billed $112.37 for DISH Network services since you disconnected. Your attempts to resolve this balance have been unsuccessful and you would like this corrected.
When we spoke today, I confirmed that a $112.37 credit was transferred to CenturyLink to correct the matter. You accepted this resolution and agreed to contact me should you receive any further billing.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You expressed concern with the customer service you received regarding the credits on your account. DISH Network sincerely regrets any inconvenience you experienced. Over the past 24 months, DISH Network has provided you with account credits totaling $1,247.92. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. DISH Network strives to provide the best value and service, and your repeated contact with our Customer Service Department negatively impacts our ability to provide best-in-class customer service to all of our customers. We offered you 30% off your core programming costs for the next five years. As a condition of this offer, any current credits you are receiving on your account would be removed. We also ask that you limit all unnecessary contact with our Customer Service Department. While live agents will always be here for you if you experience technical issues, we ask that do not call DISH Network more than one time per month for non-technical reasons. Although you requested that DISH Network provide you with the 30% offer after your current credits end, we are unable to honor your request. If you would like to accept this five-year discount offer or 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]
Initial Business Response /* (1000, 4, 2015/12/04) */
December 3, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015,...
filed with the Revdex.com.
You expressed concern regarding your data usage. You state that you have cut back on your internet usage, but feel that we are overstating your usage. You want your data usage looked into and to receive a refund for the months you have paid for the internet service.
When we spoke, I informed you that a review of last month's data usage found it to be accurate. The overall usage type on your account shows about two-thirds as video streaming and general web browsing. A large Windows Update was performed on November 16, 2015, between 6 am and 7 am; however, this did not count against your anytime usage.
I offered to send a technician to your home to review your system and I advised you that if these problems continue, I'm willing to release you from your contract. Although I'm unable to provide you with a refund, I added a $40.00 monthly credit to your account for 12 months.
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
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I believe that [redacted] was very helpful and showed good faith by discounting my internet rate an sending a tech out to my home, I honestly do not believe this issue in its entirety is resolved. This is really a David vs. Goliath situation, Dish is a huge company with all of the resources in the world and it's their word against mine. Also, due to the nature of the product being sold/purchased it is very hard for me to prove that they were cutting me short or miscounting my data usage. However I have attached an image of my current data usage for this month and even though I have not changed my habits at all, it shows that I have used less than 3GB of my 15GB but in previous months by this same time Dish said that I had already used 80% of my data. Call it what you want, but it defiantly seems ironic that only after I called them out on their dishonesty is my data usage being correctly calculated.
Final Business Response /* (4000, 8, 2015/12/22) */
December 14, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 14, 2015, we received your rebuttal, dated December 11, 2015, filed with the Revdex.com.
You said that although you are unsure that the issue has been corrected, your internet usage seems to be accurate.
We strive to provide excellent service and we regret that your experience was unfavorable. Please let me know if your issues continue so that we can work toward a solution.
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
[redacted]
[redacted] XXXXX
[redacted]
Tell us why here...January 31, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 31, 2018, we received your rebuttal, dated January 30, 2018, filed with the Revdex.com. You disagreed with my response and expressed concern with your customer service experience. It is not my intent to add to your frustration. We appreciate your feedback and 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 (720) 514-7082. Sincerely, Christina A[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
February 22, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On February 12, 2018, we received your complaint, dated February 10, 2018, filed with the Revdex.com. You indicated that you have experienced ongoing technical issues since your system was installed. As a result, you requested to be released from the 24-month commitment and you maintain that the agreement states you may cancel without penalty within 180 days. When I spoke with you by telephone today, you agreed to a free technician visit to troubleshoot your system. I scheduled it for February 27, 2018, between the hours of 8:00 am and 10:00 am. As you are currently receiving a monthly credit of $5.00 for six months, I also agreed to extend the credits for an additional six months once these expire. You activated your account under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) which includes an early termination fee if the commitment is not fulfilled. It does not state that you can cancel within 180 days without any charge. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 8, 2016, we received your rebuttal, dated March 7, 2016, filed with the Revdex.com. You said that DISH Network agreed to waive your early termination fee; however, you found that you were charged $49.99. You requested a refund. When we spoke, I told you that your account was closed without penalty. DISH Network did not charge the $49.99 fee. It was charged by PlanetDish.com (888-957-3474). Please contact them directly to inquire about a refund. 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]
November 22, 2016 Dear Ms. [redacted]: On November 21, 2016, we received your complaint, dated November 21, 2016, filed with the Revdex.com. You maintain you requested that we not contact you regarding your balance due. We have no record of this request. I removed the phone numbers from your account. Although the balance of $151.23 remains valid, I notified collections to cease and desist any further collection attempts. 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 ###-###-####
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.
As long as the collection is taken off all credit reports.
Sincerely,
[redacted]
May 26, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 24, 2017, we received your complaint, dated May 23, 2017, filed with the Revdex.com. You said that you received an email from us with an offer for discounted premium movie channels. However, when you called to take advantage of the promotion, you were told that you didn’t qualify for it. You feel that this is a bait and switch tactic, and you would like us to honor the offer. When we spoke, I informed you that the email you received did state in the disclosures that your account must be current in order to be eligible. Because you have been carrying a rolling balance, you were disqualified from the offer. Our records reflect that an agent offered you the four premium movie packages for $25.00 a month for the next six months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] a.m. to 2:30 p.m. MDT [redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
September 7, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You said that you were offered $100.00 gift card, but you have not received it. You requested to have the...
gift card amount applied to your account. When I spoke with you, I informed you that the gift card offer was from Infinity Sales Group LLC, a sales partner of DISH Network. I requested a copy of the sales call; however, I did not receive it. Therefore, I made an exception and I applied a one-time credit of $100.00 to your account. 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 - Friday, 6:00 am - 2:30 pm MDT ###-###-#### September 7, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com. You said that you were offered $100.00 gift card, but you have not received it. You requested to have the gift card amount applied to your account. When I spoke with you, I informed you that the gift card offer was from Infinity Sales Group LLC, a sales partner of DISH Network. I requested a copy of the sales call; however, I did not receive it. Therefore, I made an exception and I applied a one-time credit of $100.00 to your account. 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 - Friday, 6:00 am - 2:30 pm MDT ###-###-####
June 20, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted] On June 20, 2016, we received your complaint, dated June 16, 2016, filed with the Revdex.com. You indicated that you experienced technical issues with both your TV service and internet service; therefore, you disconnected the services. You disputed the early termination fees. When you disconnected your service, you did not fulfill the 24-month agreements and you were charged $380.00 for the TV early termination fee and $262.50 for the internet early termination fee. A review of this account reveals that there have been numerous technical issues reported. When I spoke with you by telephone today, I informed you that I waived both early termination fees and I removed the $769.64 balance from 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]