Initial Business Response /* (1000, 9, 2015/05/12) */
May 6, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 4, 2015, we received your correspondence, dated May 1, 2015, filed...
with the Revdex.com.
You stated that prior to your account disconnection, DISH Network charged you for two weeks of service you did not receive. Additionally, you disputed the return shipping fees. You requested that these concerns be addressed.
When we spoke today, I agreed to waive the return shipping fee and refund $91.06 for your last month of service. 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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because:I received a call from dish people with the same result...."oh you need to upgrade your channel package "please understand I don't want your service,ahhhhhhhh never mind I will pay for the service thieves always wins,we the consumers always loose,thank you Revdex.com for reading my complaint.
Sincerely,
[redacted]
Mr. Flores:On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com.You said that your DISH Network account was not disconnected as you requested. You stated that it was placed on pause instead, and that DISH Network requested that you return a receiver you do not have.When we spoke, I explained that your account was restarted in error when you contacted us concerning dishNET internet service. You contacted us on March 20, 2016, when you received a bill for TV service and the agent with whom you spoke advised you that she disconnected the account and waived the balance for which you were billed.Our records indicate that we did not receive the model ViP 722 receiver that was initially installed for your service; however, as a courtesy, I removed it from your account.Please note that your account was disconnected at your request on April 29, 2014. Your account was not placed on pause at that time. Per your request, I added your phone numbers to our Do Not Contact list.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####
[redacted]-[redacted] Dear Ms. [redacted]: On July 22, 2016, we received your correspondence, dated July 22, 2016, filed with the Revdex.com. You expressed concern with the sale of your service and the customer service you received. You indicated that you were unaware of the two-year commitment. You disputed the early termination fee and programming balance. When we spoke on July 26, 2016, you said your account has already been disconnected. Your account was established with the Digital Home Advantage (DHA) agreement with a 24-month commitment through Dish One satellite LLC, an independent retailer. We completed a technician visit to remove the equipment from your home on July 22, 2016. I made an exception and I removed the early termination and programming balance from our account. Your feedback and concerns will be shared internally with the appropriate personnel. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted]:
On December 10, 2015, we received your correspondence, dated December 9, 2015, filed with the Revdex.com.
You said you...
were billed incorrectly as the Credit Card AutoPay (CCA) was not collecting monthly payments for service. You requested that the NHL Center Ice Pay-Per-View balance be removed. You also requested your account records.
Our records reveal that Mr. [redacted], a DISH Network Dispute Resolution Specialist, attempted to address your billing concerns on December 8, 2015. During the call you advised Mr. [redacted] that you did not wish to discuss this matter. Mr. [redacted] made an exception and reversed two $7.00 late fees from your account.
On March 13, 2015, a CCA payment was attempted, but it was declined by your financial institution. On this same date, an email notification was sent to you at [redacted] advising of the declined payment and status of your account. As a result, the CCA option was removed.
In order to ensure that the system will collect future CCA payments, you must re-enroll in CCA. I regret any confusion. Your concerns regarding this matter and the customer service you received will be addressed internally with the appropriate personnel.
Our records indicate we provided you with monthly credits of $15.00 for ten months and the premium channels at half price for six months, starting August 3, 2015.
You were billed for five $7.00 late fees from March 2015 through December 2015 and the late fees were all reversed from your account. On September 30, 2015, an exception was made and the balance of $239.15 was also removed from your account. This credit included service rendered and one $33.00 installment of the NHL Center Ice Pay-Per-View (PPV) package.
Please note that PPVs are nonrefundable. We are unable provide credits or a refund for the PPV as the service was provided through the disconnection date. We ask that the balance of $260.90 be paid. This balance is for service rendered and a return box fee for the return of the leased equipment.
If you would like to view your account records, please submit a subpoena. You may fax the subpoena to ###-###-#### or mail the document to [redacted]. Please address the documents to Attn: Subpoena Request.
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, 6:00 am to 2:30 pm MST
###-###-####
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 11, 2015, we received your...
complaint, dated June 10, 2015, filed with the Revdex.com.
You indicated that you did not authorize your babysitter to sign a 24-month agreement when you had your DISH Network equipment upgraded. You also disputed the early termination fee that was applied to your account when you disconnected the service. Additionally, you expressed concern that we automatically debited a payment.
By allowing someone to be present during the installation, you authorized that person to sign on your behalf.
Mr. [redacted] called on January 15, 2015, to request an equipment upgrade. A review of that phone call reveals that the 24-month agreement, the early termination fee, the equipment fees and the automatic payment were disclosed to him at that time.
Nevertheless, as an exception, I removed the $220.00 early termination fee. No refund is due as the $220.00 payment was retrieved by your bank through a dispute that you filed.
We strive to provide excellent service and regret that this experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
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
[redacted]
[redacted] XXXXX
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On April 21, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com. You expressed further concern with the installation that was completed at your property. You again requested that DISH Network pay for the repairs to your home. As previously advised, your previous tenant requested and accepted the installation; however, I forwarded your concerns to DISH Network’s Corporate Field Resolutions Department. They will contact you within 48 hours to determine if a damage claim can be opened. 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
[redacted] Dear [redacted]: On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com. You indicated that you were a DISH Network customer for several years and after you disconnected your service, you requested to restart your service. You were told that if you waited three months, you would qualify for a new customer promotion, which included the updated equipment. However, when you called to re-establish service, you did not qualify for the promotion that was mentioned. You requested that you receive the updated equipment and to have the same type of account that you had previously. When I spoke with you by telephone today, I agreed to honor your request and place updated equipment on your old account and restart it. You declined my offer. As an exception, I reversed the $480.00 early termination fee and submitted a refund of $92.94. I apologize for the information you received. We strive to provide excellent service, and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as DISH Network customer. 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]
Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 26, 2016, filed with the Revdex.com. You disputed the balance on your DISH Network account. When we spoke, we agreed that your son would return the equipment associated with your account. Once we receive your leased receivers, your balance will be adjusted to zero. When that happens, the collections company will be notified and they will update your credit file accordingly. Once you are back in New York, please contact us at (800) 333-3474 to set up your account again. When you do, please advise the agent of your plans to travel between New York and Florida so that they may ensure that your account is initiated correctly. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
March 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 22, 2016, we received your correspondence, dated March 21, 2016, filed with the Revdex.com. You said you were quoted the programming price of $59.99 per month for two years. I attempted to reach you at [redacted] and [redacted] on March 22, 23 and 24, 2016. I left five voice messages. You participated in the DISH’n It Up equipment upgrade with a 24-month commitment. We have no record that a price guarantee is associated with your account. I made an exception and waived your early termination fee. You may cancel your service at any time without a penalty. You currently subscribe to the following service: · America’s Top 120 package $64.99 · Hindi: Spiritual Pack $10.00 · Hindi: Sony & Zee TV $24.99 · DVR service $7.00 · Receiver fee �...⇄ $7.00 The monthly billing rate before tax is 113.98. In January 2016, DISH Network experienced a $5.00 a month price increase for the America’s Top 120 package. On January 10, 2016, we sent the price increase notification (copy enclosed) with your billing statement. As a courtesy, I applied a one-time credit of $10.00 to your account to cover the increase from January 2016. I also applied an additional $5.00 monthly credit to your account for 24 months. 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]
August 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com. You maintain that you are experiencing unresolved technical issues and the issues caused damage to your speaker. You also disputed the $7.00 additional receiver fee that was applied to your account and you requested a refund for the past four years. Furthermore, you mentioned pixilation issues that you experienced previously and you claim that you were overcharged for your service. Your DISH Network service was activated on August 18, 2014, with a 24-month commitment. Our records show that the pixilation issues that you initially reported were caused by trees that were blocking part of the signal. Although your 24-month commitment was waived at that time, you chose to keep your service. Based on the services that you subscribed to, your monthly charges were correct. However, as a courtesy, you have been provided with a total credit of $559.00 that was applied to your account over the past two years for programming offers and time without service. This also includes monthly credits to reduce your monthly rate. The recent issues that you mentioned with the volume fluctuation are not a known issue with our equipment. During our phone conversation on August 10, 2017, I agreed to schedule a free technician visit to address this issues. I also submitted a damage claim to research the damage to your speaker. Please allow up to 72 hours to be contacted by our Corporate Field Resolutions Department regarding this matter. A review of your account shows that you were initially installed with three receivers (a model 222 and two 211s). Please be advised that only the first receiver is included in the price of your package; therefore, you were billed two $7.00 HD receiver fees. On July 11, 2017, the 222 receiver was deactivated. As a result, one of the $7.00 fees was removed. Because these fees are valid, we are unable to honor your refund request. When I spoke with you by phone on August 10, 2017, I advised you that we are unable to honor your refund request. To address your technical issues, I scheduled a free technician visit for August 15, 2017. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dear Mr. [redacted]: On April 28, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You expressed further concern with the following: · Early termination fee · Pricing · Payment · Box return fee Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and offset the losses we incur when acquiring a new customer. Prior to the installation, we provided the terms and conditions of your promotion via email. As previously advised, by allowing someone else to be present during the installation, you authorized that person to sign the agreement on your behalf. Copies of the agreements (service and contractual agreements) were provided to you via email on March 11, 2015. Our records do not show that you contacted us regarding your dispute until your service was disconnected. Since your term commitment was not fulfilled, the early termination fee of $240.00 is valid. You stated that your monthly rate increased without notice. Your promotion included a $45.00 monthly credit for the first 12 months of service. A review of the sales call from March 10, 2015, found that our representative disclosed that this discount would only apply for the first year of service. Your monthly billing statements also detailed the length of time the discount would apply and the amount of the discount. You began to be billed the regular monthly rate of $108.49 (plus tax) due to the expiration of the discount on March 10, 2016. You maintain that you removed AutoPay, but DISH Network still collected a payment. Our records show that you were enrolled in Credit Card AutoPay (CCA) and paperless billing to receive our HD Free for Life offer. Although you removed CCA through our automated system on June 15, 2015, you re-enrolled in AutoPay with your checking account on July 8, 2015. AutoPay was once again removed on March 12, 2016. Please be advised that this was one day after we drafted a payment of $93.31 from your checking account. While the $10.00 box return fee is appropriate, we do not show that the fee was applied to your DISH Network account. Please note that if the equipment is not returned within the required time frame, unreturned equipment fees will be applied to your account. While I requested that the collection calls on your account cease, the balance of $350.48 on your account remains valid. 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 ###-###-####
December 14, 2016 Dear Ms. [redacted]: On December 14, 2016, we received your complaint, dated November 14, 2016, filed with the Revdex.com. You maintain that you did not receive the service that was advertised, and you disputed the automatic debiting of your early termination fee. Our records indicate that you were enrolled in automatic payments and, as such, your balance of $520.85 was debited on your October 16, 2016, billing due date. Please note that your customer agreement provides that early termination and unreturned equipment fees can be debited automatically from the credit or debit card used to qualify for service. Enclosed is a copy of your Digital Home Advantage agreement for your records. As I advised you in my previous responses, we are unable to reverse your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### Enclosure
February 2, 2018 Mr. [redacted] 35514 Athena Ct. Winchester, CA 92596 Re: Revdex.com Complaint # [redacted] 8255909911416227-3605556 Dear Mr. [redacted]: On February 2, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com. You maintain that you did not order the Pay-Per-View (PPV) movies charged to your DISH Network account. You requested a refund for all PPV charges, and for your early termination fee. When we spoke previously, I explained that our position was based on your calls to us requesting directions on how to order PPV movies through your receiver. The PPVs to which you refer were all ordered through your remote after your calls to us. While we sincerely regret any inconvenience, as our records show that the PPVs charged to your account were ordered through your receiver even after you said that you set up parental locks, and as you contacted us requesting information for ordering movies through your receiver, we are unable to refund the PPV charges. Additionally, as your account was disconnected prior to the fulfillment of your 24-month commitment, we are unable to waive and refund your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/08/14) */
August 7, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with the...
Revdex.com.
You stated that you purchased DISH Network TV and dishNET Wireline internet service. The TV service was installed as scheduled; however, you experienced repeated delays with the internet installation. This had a negative impact on your internet-driven, home-based business and it led you to disconnect your TV service and obtain another service provider. You have been charged an early termination fee for your TV service and you requested that this fee be waived.
When we spoke on August 3, 2015, I agreed to waive your TV early termination fee, as a courtesy. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(720) 514-7249
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Mrs. [redacted]: On December 14, 2017, we received your correspondence, dated December 13, 2017, filed with the Revdex.com. You said that you are experiencing technical issues with two receivers and these issues have not been not been resolved. You requested that the equipment be replaced and to receive a new remote control. When we spoke today, I scheduled replacements for your ViP 222 and 211 model receivers. I also ordered a new remote control at no cost. Please allow three days for shipping. Please note that the shipping timeline may be delayed by the upcoming holiday. I scheduled a free technician visit for December 26, 2017, between the hours of 8:00 am and 10:00 am. If the replacement equipment has not arrived before this date, please call customer service to reschedule your appointment. You accepted this resolution. 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 (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]
April 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com. You said that you settled your DISH Network account through our collection agency and you asked that the balance be removed. In addition, you said you were told that you wouldn’t be under a contract. When we spoke, I advised you that I have waived the balance of $195.17 from your account. I explained to you that due to the amount of time that has passed, I was unable to confirm whether or not you agreed to a contract. 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]
Initial Business Response /* (1000, 5, 2015/07/27) */
July 23, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 21, 2015, we received your complaint, dated July 20, 2015, filed with the...
Revdex.com.
You maintain that you did not sign the 24-month agreement when your equipment was upgraded. You requested to be released from the term commitment, or for a monthly discount to be applied to your account.
Your equipment was upgraded through our DISH'n It Up promotion on August 6, 2014. This promotion required a 24-month commitment.
We appreciate that you brought your signature concerns to our attention so that we may address them internally with the appropriate personnel.
Our records show that a monthly credit of $15.00 was applied to your account on July 17, 2015, for six months.
When I spoke with you by phone on July 22, 2015, I advised you that I waived the 24-month commitment. While we hope that you remain a DISH Network customer, you will not be charged an early termination fee if you choose to disconnect.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After initially stating that they could not do anything about the forged signature because "you can essentially sign a smiley face and it would be considered valid," a Dish representative called and informed me that they released us of the forged contract. Short of admitting that the company and/or it's employees were engaging in unethical practices, they offered the best solution possible, and we appreciated the quick response after the Revdex.com complaint was filed.
Tell us why here...August 29, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your correspondence, dated August 19, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on August 23, 26 and 29, 2016. I left three voice messages....
You expressed concern with the Tribune Broadcasting Company (owner of KCPQ) takedown. You also provided feedback regarding the options you were provided to receive the Seattle Seahawks football games. You disputed the early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. In the interest of resolving this matter, I will reduce your early termination fee to $100.00. Please contact me directly to accept this offer. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
February 26, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On February 23, 2018, we received your rebuttal, dated February 20, 2018, filed with the Revdex.com. You maintain that you did not agree to receiving Bill Advisor service, nor to the monthly billing for it. As I informed you in my initial response, a review of your sales call found that the agent with whom you spoke offered the Bill Advisor service. At 10:35 in the call, the agent asked if you wished to have the service and you replied in the affirmative. The agent then explained that you would receive 30 days free and that the monthly rate thereafter would be $12.99, to which you again replied in the affirmative. I also explained previously that the Bill Advisor service is not offered or sold by DISH Network. If you wish to dispute our findings or the charges for the Bill Adviser service, please contact Go Dish to request to review your sales call. Please note that I did not state that federal law prohibits you from reviewing recordings of calls to us. I advised you that DISH Network policy is based upon federal privacy laws. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 9, 2015/05/12) */
May 6, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 4, 2015, we received your correspondence, dated May 1, 2015, filed...
with the Revdex.com.
You stated that prior to your account disconnection, DISH Network charged you for two weeks of service you did not receive. Additionally, you disputed the return shipping fees. You requested that these concerns be addressed.
When we spoke today, I agreed to waive the return shipping fee and refund $91.06 for your last month of service. 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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because:I received a call from dish people with the same result...."oh you need to upgrade your channel package "please understand I don't want your service,ahhhhhhhh never mind I will pay for the service thieves always wins,we the consumers always loose,thank you Revdex.com for reading my complaint.
Sincerely,
[redacted]
Tell us why here...April 6, 2016Mr. [redacted]Re: Revdex.com Complaint # [redacted] 8[redacted]-[redacted]Dear...
Mr. Flores:On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com.You said that your DISH Network account was not disconnected as you requested. You stated that it was placed on pause instead, and that DISH Network requested that you return a receiver you do not have.When we spoke, I explained that your account was restarted in error when you contacted us concerning dishNET internet service. You contacted us on March 20, 2016, when you received a bill for TV service and the agent with whom you spoke advised you that she disconnected the account and waived the balance for which you were billed.Our records indicate that we did not receive the model ViP 722 receiver that was initially installed for your service; however, as a courtesy, I removed it from your account.Please note that your account was disconnected at your request on April 29, 2014. Your account was not placed on pause at that time. Per your request, I added your phone numbers to our Do Not Contact list.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####
July 27, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On July 22, 2016, we received your correspondence, dated July 22, 2016, filed with the Revdex.com. You expressed concern with the sale of your service and the customer service you received. You indicated that you were unaware of the two-year commitment. You disputed the early termination fee and programming balance. When we spoke on July 26, 2016, you said your account has already been disconnected. Your account was established with the Digital Home Advantage (DHA) agreement with a 24-month commitment through Dish One satellite LLC, an independent retailer. We completed a technician visit to remove the equipment from your home on July 22, 2016. I made an exception and I removed the early termination and programming balance from our account. Your feedback and concerns will be shared internally with the appropriate personnel. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted]:
On December 10, 2015, we received your correspondence, dated December 9, 2015, filed with the Revdex.com.
You said you...
were billed incorrectly as the Credit Card AutoPay (CCA) was not collecting monthly payments for service. You requested that the NHL Center Ice Pay-Per-View balance be removed. You also requested your account records.
Our records reveal that Mr. [redacted], a DISH Network Dispute Resolution Specialist, attempted to address your billing concerns on December 8, 2015. During the call you advised Mr. [redacted] that you did not wish to discuss this matter. Mr. [redacted] made an exception and reversed two $7.00 late fees from your account.
On March 13, 2015, a CCA payment was attempted, but it was declined by your financial institution. On this same date, an email notification was sent to you at [redacted] advising of the declined payment and status of your account. As a result, the CCA option was removed.
In order to ensure that the system will collect future CCA payments, you must re-enroll in CCA. I regret any confusion. Your concerns regarding this matter and the customer service you received will be addressed internally with the appropriate personnel.
Our records indicate we provided you with monthly credits of $15.00 for ten months and the premium channels at half price for six months, starting August 3, 2015.
You were billed for five $7.00 late fees from March 2015 through December 2015 and the late fees were all reversed from your account. On September 30, 2015, an exception was made and the balance of $239.15 was also removed from your account. This credit included service rendered and one $33.00 installment of the NHL Center Ice Pay-Per-View (PPV) package.
Please note that PPVs are nonrefundable. We are unable provide credits or a refund for the PPV as the service was provided through the disconnection date. We ask that the balance of $260.90 be paid. This balance is for service rendered and a return box fee for the return of the leased equipment.
If you would like to view your account records, please submit a subpoena. You may fax the subpoena to ###-###-#### or mail the document to [redacted]. Please address the documents to Attn: Subpoena Request.
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, 6:00 am to 2:30 pm MST
###-###-####
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 11, 2015, we received your...
complaint, dated June 10, 2015, filed with the Revdex.com.
You indicated that you did not authorize your babysitter to sign a 24-month agreement when you had your DISH Network equipment upgraded. You also disputed the early termination fee that was applied to your account when you disconnected the service. Additionally, you expressed concern that we automatically debited a payment.
By allowing someone to be present during the installation, you authorized that person to sign on your behalf.
Mr. [redacted] called on January 15, 2015, to request an equipment upgrade. A review of that phone call reveals that the 24-month agreement, the early termination fee, the equipment fees and the automatic payment were disclosed to him at that time.
Nevertheless, as an exception, I removed the $220.00 early termination fee. No refund is due as the $220.00 payment was retrieved by your bank through a dispute that you filed.
We strive to provide excellent service and regret that this experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
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
[redacted]
[redacted] XXXXX
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On April 21, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com. You expressed further concern with the installation that was completed at your property. You again requested that DISH Network pay for the repairs to your home. As previously advised, your previous tenant requested and accepted the installation; however, I forwarded your concerns to DISH Network’s Corporate Field Resolutions Department. They will contact you within 48 hours to determine if a damage claim can be opened. 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
August 3, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com. You indicated that you were a DISH Network customer for several years and after you disconnected your service, you requested to restart your service. You were told that if you waited three months, you would qualify for a new customer promotion, which included the updated equipment. However, when you called to re-establish service, you did not qualify for the promotion that was mentioned. You requested that you receive the updated equipment and to have the same type of account that you had previously. When I spoke with you by telephone today, I agreed to honor your request and place updated equipment on your old account and restart it. You declined my offer. As an exception, I reversed the $480.00 early termination fee and submitted a refund of $92.94. I apologize for the information you received. We strive to provide excellent service, and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as DISH Network customer. 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]
March 2, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 26, 2016, filed with the Revdex.com. You disputed the balance on your DISH Network account. When we spoke, we agreed that your son would return the equipment associated with your account. Once we receive your leased receivers, your balance will be adjusted to zero. When that happens, the collections company will be notified and they will update your credit file accordingly. Once you are back in New York, please contact us at (800) 333-3474 to set up your account again. When you do, please advise the agent of your plans to travel between New York and Florida so that they may ensure that your account is initiated correctly. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
March 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 22, 2016, we received your correspondence, dated March 21, 2016, filed with the Revdex.com. You said you were quoted the programming price of $59.99 per month for two years. I attempted to reach you at [redacted] and [redacted] on March 22, 23 and 24, 2016. I left five voice messages. You participated in the DISH’n It Up equipment upgrade with a 24-month commitment. We have no record that a price guarantee is associated with your account. I made an exception and waived your early termination fee. You may cancel your service at any time without a penalty. You currently subscribe to the following service: · America’s Top 120 package $64.99 · Hindi: Spiritual Pack $10.00 · Hindi: Sony & Zee TV $24.99 · DVR service $7.00 · Receiver fee �...⇄ $7.00 The monthly billing rate before tax is 113.98. In January 2016, DISH Network experienced a $5.00 a month price increase for the America’s Top 120 package. On January 10, 2016, we sent the price increase notification (copy enclosed) with your billing statement. As a courtesy, I applied a one-time credit of $10.00 to your account to cover the increase from January 2016. I also applied an additional $5.00 monthly credit to your account for 24 months. 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]
August 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com. You maintain that you are experiencing unresolved technical issues and the issues caused damage to your speaker. You also disputed the $7.00 additional receiver fee that was applied to your account and you requested a refund for the past four years. Furthermore, you mentioned pixilation issues that you experienced previously and you claim that you were overcharged for your service. Your DISH Network service was activated on August 18, 2014, with a 24-month commitment. Our records show that the pixilation issues that you initially reported were caused by trees that were blocking part of the signal. Although your 24-month commitment was waived at that time, you chose to keep your service. Based on the services that you subscribed to, your monthly charges were correct. However, as a courtesy, you have been provided with a total credit of $559.00 that was applied to your account over the past two years for programming offers and time without service. This also includes monthly credits to reduce your monthly rate. The recent issues that you mentioned with the volume fluctuation are not a known issue with our equipment. During our phone conversation on August 10, 2017, I agreed to schedule a free technician visit to address this issues. I also submitted a damage claim to research the damage to your speaker. Please allow up to 72 hours to be contacted by our Corporate Field Resolutions Department regarding this matter. A review of your account shows that you were initially installed with three receivers (a model 222 and two 211s). Please be advised that only the first receiver is included in the price of your package; therefore, you were billed two $7.00 HD receiver fees. On July 11, 2017, the 222 receiver was deactivated. As a result, one of the $7.00 fees was removed. Because these fees are valid, we are unable to honor your refund request. When I spoke with you by phone on August 10, 2017, I advised you that we are unable to honor your refund request. To address your technical issues, I scheduled a free technician visit for August 15, 2017. 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]
Dear Mr. [redacted]: On April 28, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You expressed further concern with the following: · Early termination fee · Pricing · Payment · Box return fee Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and offset the losses we incur when acquiring a new customer. Prior to the installation, we provided the terms and conditions of your promotion via email. As previously advised, by allowing someone else to be present during the installation, you authorized that person to sign the agreement on your behalf. Copies of the agreements (service and contractual agreements) were provided to you via email on March 11, 2015. Our records do not show that you contacted us regarding your dispute until your service was disconnected. Since your term commitment was not fulfilled, the early termination fee of $240.00 is valid. You stated that your monthly rate increased without notice. Your promotion included a $45.00 monthly credit for the first 12 months of service. A review of the sales call from March 10, 2015, found that our representative disclosed that this discount would only apply for the first year of service. Your monthly billing statements also detailed the length of time the discount would apply and the amount of the discount. You began to be billed the regular monthly rate of $108.49 (plus tax) due to the expiration of the discount on March 10, 2016. You maintain that you removed AutoPay, but DISH Network still collected a payment. Our records show that you were enrolled in Credit Card AutoPay (CCA) and paperless billing to receive our HD Free for Life offer. Although you removed CCA through our automated system on June 15, 2015, you re-enrolled in AutoPay with your checking account on July 8, 2015. AutoPay was once again removed on March 12, 2016. Please be advised that this was one day after we drafted a payment of $93.31 from your checking account. While the $10.00 box return fee is appropriate, we do not show that the fee was applied to your DISH Network account. Please note that if the equipment is not returned within the required time frame, unreturned equipment fees will be applied to your account. While I requested that the collection calls on your account cease, the balance of $350.48 on your account remains valid. 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 ###-###-####
December 14, 2016 Dear Ms. [redacted]: On December 14, 2016, we received your complaint, dated November 14, 2016, filed with the Revdex.com. You maintain that you did not receive the service that was advertised, and you disputed the automatic debiting of your early termination fee. Our records indicate that you were enrolled in automatic payments and, as such, your balance of $520.85 was debited on your October 16, 2016, billing due date. Please note that your customer agreement provides that early termination and unreturned equipment fees can be debited automatically from the credit or debit card used to qualify for service. Enclosed is a copy of your Digital Home Advantage agreement for your records. As I advised you in my previous responses, we are unable to reverse your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### Enclosure
February 2, 2018 Mr. [redacted] 35514 Athena Ct. Winchester, CA 92596 Re: Revdex.com Complaint # [redacted] 8255909911416227-3605556 Dear Mr. [redacted]: On February 2, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com. You maintain that you did not order the Pay-Per-View (PPV) movies charged to your DISH Network account. You requested a refund for all PPV charges, and for your early termination fee. When we spoke previously, I explained that our position was based on your calls to us requesting directions on how to order PPV movies through your receiver. The PPVs to which you refer were all ordered through your remote after your calls to us. While we sincerely regret any inconvenience, as our records show that the PPVs charged to your account were ordered through your receiver even after you said that you set up parental locks, and as you contacted us requesting information for ordering movies through your receiver, we are unable to refund the PPV charges. Additionally, as your account was disconnected prior to the fulfillment of your 24-month commitment, we are unable to waive and refund your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/08/14) */
August 7, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with the...
Revdex.com.
You stated that you purchased DISH Network TV and dishNET Wireline internet service. The TV service was installed as scheduled; however, you experienced repeated delays with the internet installation. This had a negative impact on your internet-driven, home-based business and it led you to disconnect your TV service and obtain another service provider. You have been charged an early termination fee for your TV service and you requested that this fee be waived.
When we spoke on August 3, 2015, I agreed to waive your TV early termination fee, as a courtesy. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(720) 514-7249
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 20, 2017 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 14, 2017, we received your correspondence, dated December 13, 2017, filed with the Revdex.com. You said that you are experiencing technical issues with two receivers and these issues have not been not been resolved. You requested that the equipment be replaced and to receive a new remote control. When we spoke today, I scheduled replacements for your ViP 222 and 211 model receivers. I also ordered a new remote control at no cost. Please allow three days for shipping. Please note that the shipping timeline may be delayed by the upcoming holiday. I scheduled a free technician visit for December 26, 2017, between the hours of 8:00 am and 10:00 am. If the replacement equipment has not arrived before this date, please call customer service to reschedule your appointment. You accepted this resolution. 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 (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]
April 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com. You said that you settled your DISH Network account through our collection agency and you asked that the balance be removed. In addition, you said you were told that you wouldn’t be under a contract. When we spoke, I advised you that I have waived the balance of $195.17 from your account. I explained to you that due to the amount of time that has passed, I was unable to confirm whether or not you agreed to a contract. 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]
Initial Business Response /* (1000, 5, 2015/07/27) */
July 23, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 21, 2015, we received your complaint, dated July 20, 2015, filed with the...
Revdex.com.
You maintain that you did not sign the 24-month agreement when your equipment was upgraded. You requested to be released from the term commitment, or for a monthly discount to be applied to your account.
Your equipment was upgraded through our DISH'n It Up promotion on August 6, 2014. This promotion required a 24-month commitment.
We appreciate that you brought your signature concerns to our attention so that we may address them internally with the appropriate personnel.
Our records show that a monthly credit of $15.00 was applied to your account on July 17, 2015, for six months.
When I spoke with you by phone on July 22, 2015, I advised you that I waived the 24-month commitment. While we hope that you remain a DISH Network customer, you will not be charged an early termination fee if you choose to disconnect.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After initially stating that they could not do anything about the forged signature because "you can essentially sign a smiley face and it would be considered valid," a Dish representative called and informed me that they released us of the forged contract. Short of admitting that the company and/or it's employees were engaging in unethical practices, they offered the best solution possible, and we appreciated the quick response after the Revdex.com complaint was filed.
Tell us why here...August 29, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your correspondence, dated August 19, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on August 23, 26 and 29, 2016. I left three voice messages....
You expressed concern with the Tribune Broadcasting Company (owner of KCPQ) takedown. You also provided feedback regarding the options you were provided to receive the Seattle Seahawks football games. You disputed the early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. In the interest of resolving this matter, I will reduce your early termination fee to $100.00. Please contact me directly to accept this offer. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
February 26, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On February 23, 2018, we received your rebuttal, dated February 20, 2018, filed with the Revdex.com. You maintain that you did not agree to receiving Bill Advisor service, nor to the monthly billing for it. As I informed you in my initial response, a review of your sales call found that the agent with whom you spoke offered the Bill Advisor service. At 10:35 in the call, the agent asked if you wished to have the service and you replied in the affirmative. The agent then explained that you would receive 30 days free and that the monthly rate thereafter would be $12.99, to which you again replied in the affirmative. I also explained previously that the Bill Advisor service is not offered or sold by DISH Network. If you wish to dispute our findings or the charges for the Bill Adviser service, please contact Go Dish to request to review your sales call. Please note that I did not state that federal law prohibits you from reviewing recordings of calls to us. I advised you that DISH Network policy is based upon federal privacy laws. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]