Dear Ms. [redacted]: On March 22, 2016, we received your correspondence, dated March 19, 2016, filed with the Revdex.com. You stated that you experienced several billing issues with your DISH Network service. Your attempts to address these matters were unsuccessful and the customer service that you encountered did not meet your expectations. You requested that the matter be resolved and the necessary adjustment be applied to your account. When we spoke on March 22, 2016, I agreed to apply the adjustments necessary to correct your billing. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and your continued loyalty. 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 [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
December 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On December 6, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You expressed further concern with the charges for the installation of two TV wall mounts. You maintain that you paid the amount of $217.98 that you were initially quoted. Because you accepted the additional costs to have two TVs installed when the technician was at your home, the additional charges are valid. If you would like to accept my offer of a refund for half of the fees ($299.98), you may contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
August 10, 2015
Ms. [redacted]
[redacted] 8
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your complaint, dated July 27, 2015,...
filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 4, 6 and 10, 2015, and I left three messages.
You disputed the balance on your account since DISH Pause expired. You requested that the balance be removed and that the service be placed on DISH Pause again or for boxes to be sent for the return of the equipment.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. DISH Network offers a pause option for temporary situations when the service cannot be used. It is offered for three, six or nine months and is not a long-term solution. Once the service is restarted, the commitment is extended for the time that it was on DISH Pause in order to fulfill the 24-month commitment.
When DISH Pause expired on April 9, 2019, an email notification was sent to [redacted]@gmail.com. Since you did not make a payment or notify us to place the service on another Pause, the service remained active until it was disconnected due to non-payment on June 20, 2015. Therefore, the service charges of $382.00 are valid.
Additionally, since you did not fulfill the 24-month commitment, a $120.00 early termination fee, a $10.00 box return fee and unreturned equipment fees of 397.00 plus tax were applied to your account. However, I removed the early termination fee, box return fee and the $49.00 LNBF fee.
Boxes for the return of the equipment were delivered on July 28, 2015, under UPS tracking number 1ZXXXXXFXXXXXXXXXX. The remaining unreturned equipment fees will be removed once the Hopper, Joeys and remotes are returned.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry for the missed calls. I appreciate your willingness to remove some of the fees. But I can't accept to pay the services charges of $382 because I never received an email asking for another pause. Also, how can I pay for a service that were never given, used or benefited in any way because the condominium were I live now don't have Dish services only Direct TV. This circumstances make me impossible to used your service or benefit from it in any way possible. I will appreciate if you take out all the fees and charges and turn on the pause because I might be moving to a house in the next 4,5 month and will like to continue with your service...this way we both can benefit in the long run, I think I'm not asking a lot.
Final Business Response /* (4000, 9, 2015/08/27) */
August 26, 2015
Mr. and Mrs. [redacted] and [redacted]
675 Sergio Cuevas Spt., SPH 8
San Juan, PR XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted] Aviles:
On August 20, 2015, we received your complaint, dated August 17, 2015, filed with the Revdex.com.
You requested that the remaining balance be removed from your account, indicating that you moved and the account should have been on DISH Pause. You also requested that the service be restarted and placed on DISH Pause again.
As previously advised, When DISH Pause expired on April 9, 2015, an email notification was sent to [redacted]@gmail.com. Since you did not make a payment or notify us to place the service on DISH Pause again, the service remained active until it was disconnected due to non-payment on June 20, 2015. Therefore, the service charges are valid.
When I spoke with Rolando by telephone on Monday, August 24, 2015, I agreed to remove half of the $382.00 programming charges and applied a total credit of $191.00 credit to the account. I restarted the service and placed it on DISH Pause. Please note that if payment is not made, service will be disconnected again.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Your tech told me he would put the dish on the overhang not on the roof. I understand that I didn't go up on the roof to inspect his work but I just guess I didn't think he would lie. So I didn't get up on the roof to inspect his work?? No not in 20 degree weather did I check his work. Guess there is no response to the survey either. He told me to give him 9 (excellent) because anything less he would be penalized. Hmmm....sounds like he knew he wasn't suppose to put the dish on the roof. Just took the easy way out. He knew I would be screwed either way. Because if he put that dish on the roof and I wouldn't sign would you have replaced my shingles then?? I doubt it. You would come up with some other bs to get out of it. I was home alone and I didn't feel comfortable going out of my house with someone I didn't know so I signed. Guess you guys took advantage of the situation. Congratulations on screwing over another customer.
Sincerely,
[redacted]
October 11, 2016 Dear Ms. [redacted]: On October 4, 2016, we received your complaint, dated September 30, 2016, filed with the Revdex.com. You stated that you made a payment of $137.00 on your DISH Network account in error. You spoke with a DISH...
Network representative and you were provided incorrect information to resolve the matter. As a result, you incurred non-sufficient funds (NSF) fees. You requested that you receive a refund for these fees. When we spoke on October 4, 2016, I agreed to apply a credit to your DISH Network account for the NSF fees once I receive a copy of your bank statement confirming the charges. I received the requested support today and I applied a $200.00 credit to your DISH Network account. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
[redacted]-[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your correspondence, dated January 20, 2016, 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 service prior to completing your contractual commitment. You were charged a $346.92 early termination fee. You requested that the fee be waived and the charge refunded. My three attempts to contact you at [redacted] and [redacted] on January 13, 14 and 15, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. To address your complaint, I waived your early termination fee as a courtesy and I issued a refund for the $346.92 charge. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] Tell us why here...
July 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You expressed concern with the information that was reported to collections by DISH Network. You indicated that you agreed to pay the balance, but the information was not removed from your credit report as promised. Your service was disconnected on November 14, 2014, for non-payment. At that time, your service was left with an unpaid service balance of $128.16. Since the balance was not paid, it was referred to collections on March 5, 2015. Our records show that the balance of $128.16 was paid on February 8, 2016, leaving your account with a zero balance. At that time, your account was updated with the collection agency to reflect “paid”. When I spoke with you by phone today, I advised you that I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Initial Business Response /* (1000, 5, 2015/08/21) */
August 11, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on August 6, 7 and 11, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were told your early termination fee would be $100.00. You stated that you were billed $450.00 and requested that we honor what you were told.
A review of your account doesn't reveal that an offer was made to reduce your early termination fee. However, I am willing to honor the offer. Your new balance due is $100.00.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:website is not correct and deceptive. It doesn't state Huges Net available. It asks for your Zip and then tells you internet is available. States you need to call and they tell you at higher price you can have Huges net. If you go to other sites and trype in your zip or address, They tells you no internet available. They don't lead you on and try to sell you satilite TV. Other sites could be as deceptive as this company and tell you Hughes Net available. They don't. Hughes net is available everywhere. There is no location restrictions in US, Hawaii and Alaska. This satilite TV company has no special contract with Hughes or any special pricing. They are just being deceptive. Try to get folks on phone and sell them satellite TV... They need to change there website and deceptive practices. These executives with high priced jobs and fancy degrees need to learn the meaning of lies. And stop splitting hairs. Change your website and be honest or get off your high priced desk and expand service to the areas and Zips they claim they have internet access at. I hate companies that lie and are deceptive. They are the kind of business who have to trick people to drumm up business instead of offering quality service and ethical customer service.
Sincerely,
[redacted]
January 16, 2017 Dear Mr. [redacted]: On January 12, 2017, we received your complaint, dated January 11, 2017, filed with the Revdex.com. You stated that you experienced weather-related signal loss with your DISH Network service. You requested that...
a free technician visit be provided to resolve the matter. Our records indicate that a free technician visit was provided on January 13, 2017. When we spoke today, you confirmed that the service call was completed. I advised you that you were not billed for the visit. You accepted this resolution but indicated that you wished see how your service functions during inclement weather before you would consider the matter closed. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
July 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com. You said that you received the incorrect equipment at installation. You also expressed concern about the level of customer service you received and your technician’s behavior. I attempted to reach you at [redacted] on July 24, 25 and 26, 2016. No voicemail was available, so I was unable to leave a message. While our records indicate that you received the correct equipment according to your initial work order, I made an exception and I waived your early termination fee. I’ve also forwarded your feedback concerning your experience to the appropriate department for internal review. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
September 30, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You maintain that in May 2016 you requested that DISH Network change your due date to the 23rd of the month, but your...
service is being disconnected on the 16th of the month. Additionally, you indicated that your monthly rate should be $72.85; however, you have been charged $109.00. You requested that your monthly rate be corrected and your due date be changed to the 23rd. A review of your account reveals that you were receiving a credit of $40.00 for the first 12 months of service as part of a new customer promotion. The final $40.00 adjustment was applied on July 3, 2016. You also received an additional $10.00 off each month for 12 months for enrolling in eAutoPay. This credit stopped when we received a declined response from your credit card company in June 2016. Our records indicate that we first received a request to change your billing date to the 23rd on August 23, 2016. Due to system limitations, we require two monthly billing cycles before the billing date change is processed. When we spoke, you did not accept my explanation. You requested that your account be canceled and a box be sent to return the equipment. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 a member of the DISH Network family. 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: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
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]
August 29, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your complaint, dated August 20, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on August 24, 25 and 26, 2016. I left two voice messages. On one...
occasion the voice mailbox was full. While you returned my call we were unable to speak. You said you moved and transferred the internet service to your new home; however, the service did not work at this location. You expressed concern as there was no option to pause the service. You indicated that the early termination fee was waived and you provided feedback regarding your customer service experience. You established your account under the dishNET internet promotion with a 24-month commitment through Big Island Satellite, an independent retailer. I regret that we were unable to provide you with internet service at your new home. Unfortunately, our system does not allow the internet service to be paused. I submitted a refund for $188.11. Please allow three weeks for processing. This refund is for the last payment made for service. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
February 7, 2018 Mr. [redacted] [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 29, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were told that you had the wrong programming package, which resulted in the unbundling of your DISH Network and Frontier accounts. You were advised that the required package no longer existed, and you requested that your early termination fee be waived. I attempted to reach you at ([redacted] on February 6 and 7, 2018. I originally tried ([redacted] on February 5, 2018, as that is the number entered on your complaint, but you emailed me your correct phone number. I also emailed you at [redacted] In my last message, I advised you that a review of our calls to us and your sales call through Frontier revealed no misinformation. Your accounts were unbundled because you wished to keep your old phone number, but Frontier set you up with a new one. When they cancelled your account to change phone numbers, your accounts were unbundled. When you contacted us concerning your account, you were advised that your programming package (Flex Pack) did not meet the minimum requirement for the monthly $5.00 bundle credit, but that your accounts could still be bundled without the credit. In order to receive the monthly credit, the America’s Top 200 is required. Please note that we still offer that package and you were advised it was available. As our records do not indicate any misinformation, we are unable to honor your request to waive 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]
Dear [redacted] On April 25, 2017, we received your complaint, dated April 24, 2017, filed with the Revdex.com. You expressed concern that you are unable to view [redacted] basketball games due to a blackout. You disconnected your account and you requested that we release you from your contract. When we spoke I advised you that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on [redacted]. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. I agreed to waive the early termination fee associated with your promotion. I also told you that you will be responsible for the days you had the service and for the surge protector you agreed to purchase. 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] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You expressed concern with the interruption of your service. You maintain that when you paid your bill on March 1, 2016, you were told that no additional monies would be due until your next billing statement generated. However, your service was interrupted on March 21, 2016, and you had to pay $8.08 to restore it. You would like the $8.08 credited to your account. Your service was activated with our Flex 24 promotion. This is a pay-in-advance promotion, which requires your payment to be received on or before the due date. Your billing statement generates on the 18th of each month and is due by the 1st of the following month. A review of your account shows that we did not receive a payment for the billing statement of $93.08 that generated on January 18, 2016. As a result, the billing statement of $186.16 that generated on February 18, 2016, included the unpaid balance and the new month’s charges. A payment of $93.08 was received on March 1, 2016. Since this payment was not for the full balance, your service was interrupted for non-payment on March 3, 2016. While your service was restarted the same day, your service was again interrupted on March 21, 2016, because the remaining balance was not paid. Your service was restarted on March 21, 2016, when a payment of $8.08 was received. When I spoke with you by phone today, I advised you that as a courtesy, a credit of $85.00 was applied to your account on March 21, 2016. This reduced your current balance from $178.08 to $93.08. Please be advised that this balance is due on April 1, 2016. We appreciate that you brought your customer service concern to our attention so we may address it internally with the appropriate personnel. 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]
[redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You said that you were charged for unreturned equipment before receiving the box and label to return it. You requested a $420.00 refund. A review of your account reveals that you were charged an early termination fee because you didn’t fulfill your two-year contract. However, Ms. Ana Vigil, an Executive Escalation Specialist, agreed to waive the early termination fee and she provided you with a refund. The refund of $420.00 was applied to your account on July 20, 2016. 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
I am rejecting this response because: I have received, and very much appreciate, a reimbursement check from Dish Network for damages to my home. However, the second request in my original complaint was to be provided with contact information for a manager/director with responsibility over the Dish Corporate Field Resolutions team. I have yet to receive any such information.
Sincerely,
[redacted]
March 24, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 22, 2016, we received your correspondence, dated March 19, 2016, filed with the Revdex.com. You stated that you experienced several billing issues with your DISH Network service. Your attempts to address these matters were unsuccessful and the customer service that you encountered did not meet your expectations. You requested that the matter be resolved and the necessary adjustment be applied to your account. When we spoke on March 22, 2016, I agreed to apply the adjustments necessary to correct your billing. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and your continued loyalty. 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 [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
December 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On December 6, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You expressed further concern with the charges for the installation of two TV wall mounts. You maintain that you paid the amount of $217.98 that you were initially quoted. Because you accepted the additional costs to have two TVs installed when the technician was at your home, the additional charges are valid. If you would like to accept my offer of a refund for half of the fees ($299.98), you may contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
August 10, 2015
Ms. [redacted]
[redacted] 8
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your complaint, dated July 27, 2015,...
filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on August 4, 6 and 10, 2015, and I left three messages.
You disputed the balance on your account since DISH Pause expired. You requested that the balance be removed and that the service be placed on DISH Pause again or for boxes to be sent for the return of the equipment.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. DISH Network offers a pause option for temporary situations when the service cannot be used. It is offered for three, six or nine months and is not a long-term solution. Once the service is restarted, the commitment is extended for the time that it was on DISH Pause in order to fulfill the 24-month commitment.
When DISH Pause expired on April 9, 2019, an email notification was sent to [redacted]@gmail.com. Since you did not make a payment or notify us to place the service on another Pause, the service remained active until it was disconnected due to non-payment on June 20, 2015. Therefore, the service charges of $382.00 are valid.
Additionally, since you did not fulfill the 24-month commitment, a $120.00 early termination fee, a $10.00 box return fee and unreturned equipment fees of 397.00 plus tax were applied to your account. However, I removed the early termination fee, box return fee and the $49.00 LNBF fee.
Boxes for the return of the equipment were delivered on July 28, 2015, under UPS tracking number 1ZXXXXXFXXXXXXXXXX. The remaining unreturned equipment fees will be removed once the Hopper, Joeys and remotes are returned.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry for the missed calls. I appreciate your willingness to remove some of the fees. But I can't accept to pay the services charges of $382 because I never received an email asking for another pause. Also, how can I pay for a service that were never given, used or benefited in any way because the condominium were I live now don't have Dish services only Direct TV. This circumstances make me impossible to used your service or benefit from it in any way possible. I will appreciate if you take out all the fees and charges and turn on the pause because I might be moving to a house in the next 4,5 month and will like to continue with your service...this way we both can benefit in the long run, I think I'm not asking a lot.
Final Business Response /* (4000, 9, 2015/08/27) */
August 26, 2015
Mr. and Mrs. [redacted] and [redacted]
675 Sergio Cuevas Spt., SPH 8
San Juan, PR XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted] Aviles:
On August 20, 2015, we received your complaint, dated August 17, 2015, filed with the Revdex.com.
You requested that the remaining balance be removed from your account, indicating that you moved and the account should have been on DISH Pause. You also requested that the service be restarted and placed on DISH Pause again.
As previously advised, When DISH Pause expired on April 9, 2015, an email notification was sent to [redacted]@gmail.com. Since you did not make a payment or notify us to place the service on DISH Pause again, the service remained active until it was disconnected due to non-payment on June 20, 2015. Therefore, the service charges are valid.
When I spoke with Rolando by telephone on Monday, August 24, 2015, I agreed to remove half of the $382.00 programming charges and applied a total credit of $191.00 credit to the account. I restarted the service and placed it on DISH Pause. Please note that if payment is not made, service will be disconnected again.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Your tech told me he would put the dish on the overhang not on the roof. I understand that I didn't go up on the roof to inspect his work but I just guess I didn't think he would lie. So I didn't get up on the roof to inspect his work?? No not in 20 degree weather did I check his work. Guess there is no response to the survey either. He told me to give him 9 (excellent) because anything less he would be penalized. Hmmm....sounds like he knew he wasn't suppose to put the dish on the roof. Just took the easy way out. He knew I would be screwed either way. Because if he put that dish on the roof and I wouldn't sign would you have replaced my shingles then?? I doubt it. You would come up with some other bs to get out of it. I was home alone and I didn't feel comfortable going out of my house with someone I didn't know so I signed. Guess you guys took advantage of the situation. Congratulations on screwing over another customer.
Sincerely,
[redacted]
October 11, 2016 Dear Ms. [redacted]: On October 4, 2016, we received your complaint, dated September 30, 2016, filed with the Revdex.com. You stated that you made a payment of $137.00 on your DISH Network account in error. You spoke with a DISH...
Network representative and you were provided incorrect information to resolve the matter. As a result, you incurred non-sufficient funds (NSF) fees. You requested that you receive a refund for these fees. When we spoke on October 4, 2016, I agreed to apply a credit to your DISH Network account for the NSF fees once I receive a copy of your bank statement confirming the charges. I received the requested support today and I applied a $200.00 credit to your DISH Network account. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
January 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your correspondence, dated January 20, 2016, 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 service prior to completing your contractual commitment. You were charged a $346.92 early termination fee. You requested that the fee be waived and the charge refunded. My three attempts to contact you at [redacted] and [redacted] on January 13, 14 and 15, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. To address your complaint, I waived your early termination fee as a courtesy and I issued a refund for the $346.92 charge. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] Tell us why here...
July 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You expressed concern with the information that was reported to collections by DISH Network. You indicated that you agreed to pay the balance, but the information was not removed from your credit report as promised. Your service was disconnected on November 14, 2014, for non-payment. At that time, your service was left with an unpaid service balance of $128.16. Since the balance was not paid, it was referred to collections on March 5, 2015. Our records show that the balance of $128.16 was paid on February 8, 2016, leaving your account with a zero balance. At that time, your account was updated with the collection agency to reflect “paid”. When I spoke with you by phone today, I advised you that I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Initial Business Response /* (1000, 5, 2015/08/21) */
August 11, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on August 6, 7 and 11, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were told your early termination fee would be $100.00. You stated that you were billed $450.00 and requested that we honor what you were told.
A review of your account doesn't reveal that an offer was made to reduce your early termination fee. However, I am willing to honor the offer. Your new balance due is $100.00.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:website is not correct and deceptive. It doesn't state Huges Net available. It asks for your Zip and then tells you internet is available. States you need to call and they tell you at higher price you can have Huges net. If you go to other sites and trype in your zip or address, They tells you no internet available. They don't lead you on and try to sell you satilite TV. Other sites could be as deceptive as this company and tell you Hughes Net available. They don't. Hughes net is available everywhere. There is no location restrictions in US, Hawaii and Alaska. This satilite TV company has no special contract with Hughes or any special pricing. They are just being deceptive. Try to get folks on phone and sell them satellite TV... They need to change there website and deceptive practices. These executives with high priced jobs and fancy degrees need to learn the meaning of lies. And stop splitting hairs. Change your website and be honest or get off your high priced desk and expand service to the areas and Zips they claim they have internet access at. I hate companies that lie and are deceptive. They are the kind of business who have to trick people to drumm up business instead of offering quality service and ethical customer service.
Sincerely,
[redacted]
January 16, 2017 Dear Mr. [redacted]: On January 12, 2017, we received your complaint, dated January 11, 2017, filed with the Revdex.com. You stated that you experienced weather-related signal loss with your DISH Network service. You requested that...
a free technician visit be provided to resolve the matter. Our records indicate that a free technician visit was provided on January 13, 2017. When we spoke today, you confirmed that the service call was completed. I advised you that you were not billed for the visit. You accepted this resolution but indicated that you wished see how your service functions during inclement weather before you would consider the matter closed. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
July 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com. You said that you received the incorrect equipment at installation. You also expressed concern about the level of customer service you received and your technician’s behavior. I attempted to reach you at [redacted] on July 24, 25 and 26, 2016. No voicemail was available, so I was unable to leave a message. While our records indicate that you received the correct equipment according to your initial work order, I made an exception and I waived your early termination fee. I’ve also forwarded your feedback concerning your experience to the appropriate department for internal review. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
September 30, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You maintain that in May 2016 you requested that DISH Network change your due date to the 23rd of the month, but your...
service is being disconnected on the 16th of the month. Additionally, you indicated that your monthly rate should be $72.85; however, you have been charged $109.00. You requested that your monthly rate be corrected and your due date be changed to the 23rd. A review of your account reveals that you were receiving a credit of $40.00 for the first 12 months of service as part of a new customer promotion. The final $40.00 adjustment was applied on July 3, 2016. You also received an additional $10.00 off each month for 12 months for enrolling in eAutoPay. This credit stopped when we received a declined response from your credit card company in June 2016. Our records indicate that we first received a request to change your billing date to the 23rd on August 23, 2016. Due to system limitations, we require two monthly billing cycles before the billing date change is processed. When we spoke, you did not accept my explanation. You requested that your account be canceled and a box be sent to return the equipment. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 a member of the DISH Network family. 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: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
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]
August 29, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your complaint, dated August 20, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on August 24, 25 and 26, 2016. I left two voice messages. On one...
occasion the voice mailbox was full. While you returned my call we were unable to speak. You said you moved and transferred the internet service to your new home; however, the service did not work at this location. You expressed concern as there was no option to pause the service. You indicated that the early termination fee was waived and you provided feedback regarding your customer service experience. You established your account under the dishNET internet promotion with a 24-month commitment through Big Island Satellite, an independent retailer. I regret that we were unable to provide you with internet service at your new home. Unfortunately, our system does not allow the internet service to be paused. I submitted a refund for $188.11. Please allow three weeks for processing. This refund is for the last payment made for service. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
February 7, 2018 Mr. [redacted] [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 29, 2018, we received your complaint, dated January 26, 2018, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were told that you had the wrong programming package, which resulted in the unbundling of your DISH Network and Frontier accounts. You were advised that the required package no longer existed, and you requested that your early termination fee be waived. I attempted to reach you at ([redacted] on February 6 and 7, 2018. I originally tried ([redacted] on February 5, 2018, as that is the number entered on your complaint, but you emailed me your correct phone number. I also emailed you at [redacted] In my last message, I advised you that a review of our calls to us and your sales call through Frontier revealed no misinformation. Your accounts were unbundled because you wished to keep your old phone number, but Frontier set you up with a new one. When they cancelled your account to change phone numbers, your accounts were unbundled. When you contacted us concerning your account, you were advised that your programming package (Flex Pack) did not meet the minimum requirement for the monthly $5.00 bundle credit, but that your accounts could still be bundled without the credit. In order to receive the monthly credit, the America’s Top 200 is required. Please note that we still offer that package and you were advised it was available. As our records do not indicate any misinformation, we are unable to honor your request to waive 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]
May 3, 2017 [redacted]. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear [redacted] On April 25, 2017, we received your complaint, dated April 24, 2017, filed with the Revdex.com. You expressed concern that you are unable to view [redacted] basketball games due to a blackout. You disconnected your account and you requested that we release you from your contract. When we spoke I advised you that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on [redacted]. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. I agreed to waive the early termination fee associated with your promotion. I also told you that you will be responsible for the days you had the service and for the surge protector you agreed to purchase. 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 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You expressed concern with the interruption of your service. You maintain that when you paid your bill on March 1, 2016, you were told that no additional monies would be due until your next billing statement generated. However, your service was interrupted on March 21, 2016, and you had to pay $8.08 to restore it. You would like the $8.08 credited to your account. Your service was activated with our Flex 24 promotion. This is a pay-in-advance promotion, which requires your payment to be received on or before the due date. Your billing statement generates on the 18th of each month and is due by the 1st of the following month. A review of your account shows that we did not receive a payment for the billing statement of $93.08 that generated on January 18, 2016. As a result, the billing statement of $186.16 that generated on February 18, 2016, included the unpaid balance and the new month’s charges. A payment of $93.08 was received on March 1, 2016. Since this payment was not for the full balance, your service was interrupted for non-payment on March 3, 2016. While your service was restarted the same day, your service was again interrupted on March 21, 2016, because the remaining balance was not paid. Your service was restarted on March 21, 2016, when a payment of $8.08 was received. When I spoke with you by phone today, I advised you that as a courtesy, a credit of $85.00 was applied to your account on March 21, 2016. This reduced your current balance from $178.08 to $93.08. Please be advised that this balance is due on April 1, 2016. We appreciate that you brought your customer service concern to our attention so we may address it internally with the appropriate personnel. 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]
July 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 8, 2016, filed with the Revdex.com. You said that you were charged for unreturned equipment before receiving the box and label to return it. You requested a $420.00 refund. A review of your account reveals that you were charged an early termination fee because you didn’t fulfill your two-year contract. However, Ms. Ana Vigil, an Executive Escalation Specialist, agreed to waive the early termination fee and she provided you with a refund. The refund of $420.00 was applied to your account on July 20, 2016. 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
I would like the Western Union Card credited for 220.00 that Dish Network requested to debit on 10-3-16 and has received. Thank You
I am rejecting this response because: I have received, and very much appreciate, a reimbursement check from Dish Network for damages to my home. However, the second request in my original complaint was to be provided with contact information for a manager/director with responsibility over the Dish Corporate Field Resolutions team. I have yet to receive any such information.
Sincerely,
[redacted]