Initial Business Response /* (1000, 4, [redacted]/05/15) */
May 6, [redacted]
Ms. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 4, [redacted], we received your complaint, dated May 1, [redacted], filed with the...
Revdex.com.
You expressed concern about the level of customer service you received when you contacted DISH Network to remove your dish and cabling.
I attempted to reach you at ([redacted] on May 4, 5 and 6, [redacted], and I left three voicemails.
In my last message, I advised you that DISH Network does not remove the dish and wiring when an account is disconnected. When the dish is installed, it is considered a permanent fixture. When you purchased your house you did so "as is", with the dish included. You may contact a local retailer to remove the dish, but DISH Network does not remove dishes or wiring free of charge.0
We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, [redacted]/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually I returned your calls and left messages so it was more like a phone tag. And your comment on my voicemail comparing the satellite dish to a refrigerator is definitely not accurate. There is no way I will ever pay to remove a product that a company owns for a fee when I never had service. There is no reason this dish cannot be removed from my roof. After these insulting statements I will never do business with a company such as Dish let alone recommend them to someone else. The response is clear that this business is all about money and far from customer service.
Final Business Response /* (4000, 8, [redacted]/05/27) */
May 26, [redacted]
Ms. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 19, [redacted], we received your rebuttal, dated May 18, [redacted], filed with the Revdex.com.
You maintain that DISH Network owns the dish on your property and you requested that it be removed free of charge.
It was not my intention to add to your frustration; however, as I explained, DISH Network no longer owns the dish that was included when you bought your house. Once the associated account is disconnected, the dish becomes the property of the homeowner.
While we regret any inconvenience, we are unable to remove the dish from your house.
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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 10, [redacted]/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution
Initial Business Response /* (1000, 10, 2015/06/17) */
June 16, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 16, 2015, we received your complaint, dated June 12, 2015,...
filed with the Revdex.com.
You expressed concern that you were enrolled in the Credit Card AutoPayment (CCA) option for DISH Network service and you did not authorize enrollment. You also did not authorize the first-time payment of $47.95.
This account was established through Dresher Incorporated, an independent retailer. I apologize on behalf of DISH Network for the information you received. Your credit card account information was removed from CCA on April 26, 2015, per your request. Although you stated that you closed that credit card account, I requested that the information be removed from our system.
DISH Network requires that an upfront payment be made for the first month of service. Since you disputed the $47.95 payment and the funds were returned to your bank, your service was disconnected. However, the dispute was rejected and the payment was returned to us. Because you made a check payment for that amount, I submitted a refund for $47.95.
You indicated that when you called to restart the service you were told that you would not receive the introductory offer, and you chose to disconnect the service.
Since this account was established under the Digital Home Advantage (DHA) 24-month agreement and the 24-month commitment was not fulfilled, a $480.00 early termination fee was applied to your account. Nevertheless, as an exception, I removed the fee.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 30, 2016, and on April 4 and 5, 2016, and I left three messages. You expressed concern that you were denied an extension until March 31, 2016, to make a payment for your past-due balance. You claim that you provided documentation of a payment that we have no record of and that we would not restore your service. You disputed the fact that we will not accept your payments made via Electronic Funds Transfer (EFT) and maintain that you made a payment in December 2015 via EFT. Per DISH Network policy, if an account has a balance of $300.00 or more, the customer is not eligible for a Promise-To-Pay. Your last billing statement, dated March 18, 2016, revealed an amount due of $333.01, which included a past-due balance of $170.90. We have only received partial payments since your account was activated, causing a balance to carry over monthly. When you contacted us on March 24, 2016, we had no record of any recent payments. Please note that when you use a bill-pay service through your bank, it may take up to ten business days for a payment to post to your account. We have no record of receiving documentation from you regarding a payment. The last payment we received was a credit card payment on February 27, 2016, in the amount of $61.19 for a bill with an amount due of $232.09. Since it was only a partial payment, the past-due balance that carried over was $170.90. The Electronic Funds Transfer (EFT) payment of $84.15 that was made on October 16, 2015, was returned. Because of this, the option for you to submit this type of payment has been suspended. However, you maintain that you made a payment in December 2015 through EFT. We received three payments from you in December 2015: a credit card payment on December 1, 2015, for $32.00, a second credit card payment of $30.15 on December 6, 2015, and a mailed check payment on December 31, 2015, in the amount of $281.03. Our records reveal that there have been no further EFT payments applied to your account. We received a mailed payment for $153.90 on March 29, 2016, and your service was restored. This payment reduced your amount due to $179.11. You also removed some programming and charges were reversed, leaving a current balance due of $157.04. To avoid any further confusion, we encourage you to bring your account current. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com. You expressed concern regarding technical issues with your receiver. You said that the search, recording, and [redacted] options didn’t work. You closed your account and requested that we waive the early termination fee. When we spoke, I told you that I will meet your request and waive the early termination fee. Your new ending balance is $11.14. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/10/16) */
October 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with...
the Revdex.com.
You said that you received incorrect information from a DISH Network salesperson and you requested to have your 24-month commitment waived.
When we spoke, I advised you that a review of your call revealed that there was some confusion concerning the RedZone package and NFL channels. As such, I waived your 24-month commitment.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for promptly responding, I appreciate your willingness to accommodate.
Initial Business Response /* (1000, 6, 2015/07/14) */
July 13, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your correspondence, dated July 10, 2015, filed with the...
Revdex.com.
You expressed the following concerns:
Term commitment
Early termination fee
Unreturned equipment
Refund
Balance due
When we spoke today, I advised you that our records show that you established your service under the Digital Home Advantage (DHA) 24-month commitment. Because you agreed to the 24-month term, we provided you with a free installation, free equipment, free activation and free and discounted programming.
Your service was disconnected due to nonpayment prior to the end of your term commitment. Therefore, you were billed $160.00 for the early termination fee. The DHA agreement discloses that the termination fee will be prorated at $20.00 a month by the number of months remaining in the term commitment. I have enclosed a copy of your signed DHA agreement for your records. During our conversation, you said that you received an email from DISH Network advising you that the early termination fee would be $10.00 for each remaining month left in the term commitment period. I sent a test email to you at [redacted]@yahoo.com, so you may forward the email you referenced to me at [redacted]@dish.com for review.
When you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and return shipping fees.
Our records reveal that we sent monthly email notifications to [redacted]@yahoo.com advising of your account status. We also sent a 10-day notification advising you that we will collect payment for the early termination fee and unreturned equipment on June 13, 2015. In addition, we mailed monthly billing statements to the account address (311 Williams St., Independence, VA XXXXX).
I explained to you that the unreturned equipment fees of $645.00 were applied to your account on June 10, 2015, and a payment of $645.00 was collected on July 6, 2015. The equipment was returned on July 8, 2015, and the equipment fees were reversed. A refund of $645.00 was applied to your credit card ending in 9688 on July 10, 2015. You confirmed that you received this refund.
The balance now due for service rendered through the disconnection date is $131.94.
You informed me that your address has changed. I updated the address on your account today. I have enclosed copies of your June and July 2015 billing statements for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/07/14) */
I have Complied with all of Dish Networks requests yet I cant come to resolution with the case worker handling this case. The $645.00 for for the equipment that was deducted from my checking account has been returned however I am still in dispute over $160.00 early termination fee. I have been told by 2 reps. from their company that the charges would be reversed due to a contract I have in a email dated 1/2/2014. I the email it states that if early termination of 24months there will be a $20 fee per month if there is not a auto pay I had auto pay. I was not under the impression I even had a 24m contract to begin with that is why I reread my contract this is where I found the claws of auto pay. I was charged $160. Which was $20.00 a month and it should of been $10 a month which should have been $80.00 for early termination fee. I have emailed this contract to the agent handling the case and she says it doesnt apply? What? It is in black and white!!! Plus I have phone logs of agents saying they were going to reinburse the $160. for the misunderstanding. All this is , is a run around. I am ready to pull my hair out.
Final Consumer Response /* (4200, 13, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried resolving this issue and there is no dealing with the agent that is handling my case. I have documented time and dates of conversations with a Dish authorizied agent that refunded my money. Let me say all of my money was refunded!!!!! I received a letter July 31, 2015 from Christina Atencio. I was refunded the money an agent from dish agreed to refund a early termination fee of $160.00 and I received it. I have the date and time the agent says this never happened yet I received the money deposited from dish... Now she demands it back in a letter ... This is total harassment .. the call was logged on 7/9/2015 at 7:57 pm for 19 min 11 sec the dish agent agreed to reinburse me the $160.00 .... Dish deposited $160.00 in my checking account on 7/15. Why should I be responsible for returning the $160.00 that dish agreed to return Christina Atencio is the one that has a problem with this.
Final Business Response /* (4000, 15, 2015/08/13) */
August 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 5, 2015, we received your rebuttal, dated August 4, 2015, filed with the Revdex.com.
Our records reveal that this matter has been previously addressed through the Revdex.com by letter correspondence and via email.
You said you received a refund of $160.00 and disputed the early termination fee.
While an exception was made to refund you $160.00, we did not agree to waive the early termination fee. The termination fee is valid, as the service was disconnected prior to the promotional fulfillment date. I regret any confusion.
We ask that the balance of $291.94 be paid which includes the early termination fee and service rendered.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the...
Revdex.com.
You stated that when the DISH Network technician came to your home to replace your receiver, he caused damage to your entertainment center. A damage claim was opened, but you have not received a resolution to your claim. You requested that your entertainment center be repaired and a refund for your last two months of service.
I forwarded your concerns regarding your damage claim to our Corporate Field Resolutions Department for review. On July 29, 2015, you were offered $500.00 by the installing office. You indicated that you wished to think about the offer and you agreed to contact the Corporate Field Resolutions Department with your decision.
If you have any questions regarding your claim, please contact the Corporate Field Resolutions Department directly at X-XXX-XXX-XXXX.
.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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. I would like to have this resolution in writing as I have not received confirmation in the mail or email.
Sincerely,
[redacted]
Dear Ms. [redacted]: On March 17, 2016, we received your rebuttal, dated March 16, 2016, filed with the Revdex.com. You said that you provided me with the bank statement supporting the non-sufficient funds (NSF) fees discussed in your original complaint. Your first fax was not received and you indicated that you refaxed the information on March 15, 2016. I received the bank statement provided with your rebuttal. The $70.00 and $10.00 returns caused the NSF fees, based on the documentation you provided. These returns are currently being investigated and I will contact you with the outcome. We will determine a resolution at that time. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Initial Business Response /* (1000, 5, 2015/09/25) */
September 16, 2015
Mr. [redacted]
[redacted]
Sterling, VA XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
You expressed concern that we will not honor an offer for an additional $10.00 monthly credit for 12 months.
When I spoke with you by telephone today, I explained that because you declined the offer on September 4, 2015, and canceled the order, it was no longer available. However, as an exception, I provided you with the requested credit.
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]
September 13, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 7, 2016, filed with the Revdex.com. You indicated that the price for your second year of service should have been $98.99, but you were billed $106.35....
You would like to receive the price you were quoted or to be released from your contract. I spoke with your wife and I explained the monthly bill to her. I also issued a courtesy credit to bring your monthly bill to $99.02, which will be reflected on your next bill. She accepted this resolution. 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 - 2:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/28) */
October 16, 2015
[redacted]
XXXXX [redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 16, 2015, we received your complaint, dated October 15, 2015,...
filed with the Revdex.com.
You said that your dishNET internet upload speeds were poor and you requested to have your early termination fee waived.
When we spoke, I advised you that I made an exception and waived the 24-month commitment associated with your dishNET internet account. You requested that I disconnect the account and I did so.
Please note that you were advised that dishNET should be fine for World of Tanks specifically, not PC gaming in general.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/21) */
July 16, 2015
[redacted] and [redacted] and [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On July 13, 2015, we received your correspondence,...
dated July 10, 2015, filed with the Revdex.com.
You maintain that a salesperson said you could receive the satellite TV, internet and phone services at the price of $126.00 per month. You disputed the early termination fee.
I attempted to reach you at (XXX) XXX-XXXX on July 13, 15 and 16, 2015. I left three voice messages.
Our records show that you established your bundle DISH Network service with the Digital Home Advantage (DHA) and internet promotions with two separate 24-month commitments through Dish One Satellite LLC, an independent retailer.
You previously subscribed to the following services:
America's Top 200 package $74.99
DVR service $12.00
Two Joey receiver fees $14.00 ($7.00 per [redacted])
7 MBPS Internet $49.99
Phone service $35.00
The monthly billing rate before tax and discounts is $185.98. Because you agreed to the 24-month commitment, we provided you with the monthly discount of $35.00 for twelve months, free HBO, Showtime, Starz, Cinemax, and Blockbuster @Home free for three months. In addition, you received a monthly $35.00 credit for the bundle.
Our records indicate that an exception was made and the DHA early termination fee was previously waived. As a courtesy, I reversed the $230.00 internet early termination fee from your account. A refund for this same amount was applied to your credit card account ending in 7751 on July 15, 2015.
We appreciate your feedback and your concerns will be forwarded to the appropriate personnel for internal review.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On December 18, 2017, we received your correspondence, dated December 17, 2017, filed with the Revdex.com. You expressed dissatisfaction with the technical issues you experienced with your Hopper system after the software was updated. You disagreed with the resolution to upgrade your receiver to the Hopper 3 under our DISH’n Up promotion. You also indicated that when your equipment was originally upgraded, you were not informed of the term commitment. You disputed the early termination fee. When we spoke today, I informed you that I made an exception and waived your early termination fee. You confirmed that you have scheduled your disconnection of service for December 24, 2017. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH Network. A return box with label will be delivered to your address by UPS. 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]
August 29, 2016 Dear Ms. [redacted]: On August 24, 2016, we received your complaint, dated August 24, 2016, filed with the Revdex.com. You indicated that you are not receiving the channels that you are paying for and requested to be released from DISH...
Network’s 24-month agreement and early termination fee due to the loss of your local channels CW and Fox. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. Please note our programming packages have been set up to balance cost effectiveness with consumer demand. As a way to maintain lower programming cost, stations are provided in packages, rather than a la carte. However, as an exception, I provided you with a $10.00 monthly credit for six months. This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled. It is disclosed in your signed DHA agreement (copy enclosed) that we reserve the right to change programming, prices and packages. The early termination fee 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/09/22) */
September 4, 2015
Ms. [redacted]
[redacted]
Salem, OR XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 4, 2015, we received your correspondence, dated September 3,...
2015, filed with the Revdex.com.
You said you made an agreement with a DISH Network representative to return the leased equipment and prevent an automatic payment collection from your credit card.
A review of your account shows that you participated in the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitments. Because the services were disconnected prior to the promotional fulfillment date, you were billed two early termination fees of $210.00 and $160.00 for the TV and internet service, respectively.
Under these promotions you authorized DISH Network to access your qualifying credit card account for any early termination, unreturned equipment and/or return shipping fees.
Our records reveal that the equipment was returned on August 27, 2015, and the equipment fees of $595.00 plus tax were reversed from your account. The payment of $210.00 was collected on September 1, 2015, for the dishNET internet early termination fee. I regret any confusion.
When we spoke today, I advised you that I made an exception and reversed the $210.00 dishNET internet early termination fee. I also submitted a refund for the same amount. Please allow five business days for processing.
I informed you that DISH Network does not offer payment plans to prevent an account from being turned over to collections. To prevent the system from collecting a payment for the TV early termination fee, I removed your qualifying credit card from your account. You accepted this resolution.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We apologize any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
April 18, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016, and I left three voicemails. In my last message, I advised you that your early termination fee was waived on April 8, 2016, and you were sent refunds totaling $132.71 on April 12, 2016. We sincerely regret that your experience was unfavorable. 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]
[redacted]-[redacted] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com. You expressed concern that your DISH Network account was restarted and that your name was supposed to be removed from the account and placed in your husband’s (Mr. [redacted]) name. You requested that your name be removed from the account. When Mr. [redacted] called on September 28, 2015, he agreed to have his name placed in the billing information only. When I spoke with you by telephone today, I informed you that this account was established on December 7, 2012, using your information. Once an account is established with your information, the account belongs to you and is your responsibility. The name cannot be removed. Although the equipment can be transferred to someone else, that person must establish a new account with their information. Your husband may contact our sales department to establish his own account using his information. During our conversation, you requested boxes to return the equipment. Our records reveal that labels were shipped on July 13, 2016, under UPS tracking number [redacted]. Further review of your account reveals that Mr. [redacted] called in yesterday and restarted the service. However, when I spoke with you yesterday, you requested that the service remain disconnected; therefore, I once again cancelled the service. Although return labels have been shipped, I removed the equipment from the account to ensure that it is not restarted. Please note that the receivers are obsolete and are not required to be returned. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because:The gentleman from DISH called and left me a message letting me know that he applied a "courtesy credit." I called back asking if this would mean my monthly bill would be $145 for one month or for all 6. I never got a call back. I also asked about the written apology from DISH and never got word back.
Sincerely,
[redacted]
December 9, 2016 Mr. [redacted].[redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.com. You expressed concern with the monies you paid for a new receiver. You requested a refund, as you indicated that the receiver was in warranty. You also stated that you had an unresolved issue from July 2016; however, you did not provide additional details. Our records do not show that you purchased a receiver from DISH Network. When we spoke by phone on December 7, 2016, you stated that when you contacted us regarding your equipment issues, you were told to contact a local retailer. You asked that DISH Network provide the retailer ([redacted]) with a new receiver so they can provide you with a refund. Please be advised that retailers are independent companies and any transactions through them are separate from DISH Network transactions. They are also responsible for their own equipment inventory and sales. A review of the customer service call recording from November 19, 2016, revealed that our agent offered to ship a replacement receiver to your home for only $15.00 (shipping cost). You stated that you would only be at this home until Monday (November 21, 2016) and you asked if a technician could deliver the replacement receiver. Our agent advised you that this was not an option and offered to ship the replacement receiver to an alternate address. You declined and stated that you would call us back. The next call that we received was from [redacted] to activate a replacement receiver. We are unable to provide you with a refund since you did not pay DISH Network directly. However, as a courtesy, I applied a credit of $220.00 to your DISH Network account. You also told me that although your DISH Network account was listed in your son-in-law’s name, it was supposed to be changed to your name in July 2016. Our records show that only the billing information was changed to your name. Your son-in-law remains the account holder because the account is attached to his personal information. To resolve this matter, I offered to cancel the account and establish a new account using your personal information. You agreed. Your new account number is [redacted]. Please be advised that the equipment and the $220.00 lump sum credit for the issue has been transferred to the new account. I also transferred the monthly credit of $20.00 that you were previously receiving. This credit will apply for the next two months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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, 4, [redacted]/05/15) */
May 6, [redacted]
Ms. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 4, [redacted], we received your complaint, dated May 1, [redacted], filed with the...
Revdex.com.
You expressed concern about the level of customer service you received when you contacted DISH Network to remove your dish and cabling.
I attempted to reach you at ([redacted] on May 4, 5 and 6, [redacted], and I left three voicemails.
In my last message, I advised you that DISH Network does not remove the dish and wiring when an account is disconnected. When the dish is installed, it is considered a permanent fixture. When you purchased your house you did so "as is", with the dish included. You may contact a local retailer to remove the dish, but DISH Network does not remove dishes or wiring free of charge.0
We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, [redacted]/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually I returned your calls and left messages so it was more like a phone tag. And your comment on my voicemail comparing the satellite dish to a refrigerator is definitely not accurate. There is no way I will ever pay to remove a product that a company owns for a fee when I never had service. There is no reason this dish cannot be removed from my roof. After these insulting statements I will never do business with a company such as Dish let alone recommend them to someone else. The response is clear that this business is all about money and far from customer service.
Final Business Response /* (4000, 8, [redacted]/05/27) */
May 26, [redacted]
Ms. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 19, [redacted], we received your rebuttal, dated May 18, [redacted], filed with the Revdex.com.
You maintain that DISH Network owns the dish on your property and you requested that it be removed free of charge.
It was not my intention to add to your frustration; however, as I explained, DISH Network no longer owns the dish that was included when you bought your house. Once the associated account is disconnected, the dish becomes the property of the homeowner.
While we regret any inconvenience, we are unable to remove the dish from your house.
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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 10, [redacted]/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution
Initial Business Response /* (1000, 10, 2015/06/17) */
June 16, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 16, 2015, we received your complaint, dated June 12, 2015,...
filed with the Revdex.com.
You expressed concern that you were enrolled in the Credit Card AutoPayment (CCA) option for DISH Network service and you did not authorize enrollment. You also did not authorize the first-time payment of $47.95.
This account was established through Dresher Incorporated, an independent retailer. I apologize on behalf of DISH Network for the information you received. Your credit card account information was removed from CCA on April 26, 2015, per your request. Although you stated that you closed that credit card account, I requested that the information be removed from our system.
DISH Network requires that an upfront payment be made for the first month of service. Since you disputed the $47.95 payment and the funds were returned to your bank, your service was disconnected. However, the dispute was rejected and the payment was returned to us. Because you made a check payment for that amount, I submitted a refund for $47.95.
You indicated that when you called to restart the service you were told that you would not receive the introductory offer, and you chose to disconnect the service.
Since this account was established under the Digital Home Advantage (DHA) 24-month agreement and the 24-month commitment was not fulfilled, a $480.00 early termination fee was applied to your account. Nevertheless, as an exception, I removed the fee.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
Denver, CO XXXXX
[redacted]
April 5, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 30, 2016, and on April 4 and 5, 2016, and I left three messages. You expressed concern that you were denied an extension until March 31, 2016, to make a payment for your past-due balance. You claim that you provided documentation of a payment that we have no record of and that we would not restore your service. You disputed the fact that we will not accept your payments made via Electronic Funds Transfer (EFT) and maintain that you made a payment in December 2015 via EFT. Per DISH Network policy, if an account has a balance of $300.00 or more, the customer is not eligible for a Promise-To-Pay. Your last billing statement, dated March 18, 2016, revealed an amount due of $333.01, which included a past-due balance of $170.90. We have only received partial payments since your account was activated, causing a balance to carry over monthly. When you contacted us on March 24, 2016, we had no record of any recent payments. Please note that when you use a bill-pay service through your bank, it may take up to ten business days for a payment to post to your account. We have no record of receiving documentation from you regarding a payment. The last payment we received was a credit card payment on February 27, 2016, in the amount of $61.19 for a bill with an amount due of $232.09. Since it was only a partial payment, the past-due balance that carried over was $170.90. The Electronic Funds Transfer (EFT) payment of $84.15 that was made on October 16, 2015, was returned. Because of this, the option for you to submit this type of payment has been suspended. However, you maintain that you made a payment in December 2015 through EFT. We received three payments from you in December 2015: a credit card payment on December 1, 2015, for $32.00, a second credit card payment of $30.15 on December 6, 2015, and a mailed check payment on December 31, 2015, in the amount of $281.03. Our records reveal that there have been no further EFT payments applied to your account. We received a mailed payment for $153.90 on March 29, 2016, and your service was restored. This payment reduced your amount due to $179.11. You also removed some programming and charges were reversed, leaving a current balance due of $157.04. To avoid any further confusion, we encourage you to bring your account current. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com. You expressed concern regarding technical issues with your receiver. You said that the search, recording, and [redacted] options didn’t work. You closed your account and requested that we waive the early termination fee. When we spoke, I told you that I will meet your request and waive the early termination fee. Your new ending balance is $11.14. 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]
Initial Business Response /* (1000, 5, 2015/10/16) */
October 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with...
the Revdex.com.
You said that you received incorrect information from a DISH Network salesperson and you requested to have your 24-month commitment waived.
When we spoke, I advised you that a review of your call revealed that there was some confusion concerning the RedZone package and NFL channels. As such, I waived your 24-month commitment.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for promptly responding, I appreciate your willingness to accommodate.
Initial Business Response /* (1000, 6, 2015/07/14) */
July 13, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your correspondence, dated July 10, 2015, filed with the...
Revdex.com.
You expressed the following concerns:
Term commitment
Early termination fee
Unreturned equipment
Refund
Balance due
When we spoke today, I advised you that our records show that you established your service under the Digital Home Advantage (DHA) 24-month commitment. Because you agreed to the 24-month term, we provided you with a free installation, free equipment, free activation and free and discounted programming.
Your service was disconnected due to nonpayment prior to the end of your term commitment. Therefore, you were billed $160.00 for the early termination fee. The DHA agreement discloses that the termination fee will be prorated at $20.00 a month by the number of months remaining in the term commitment. I have enclosed a copy of your signed DHA agreement for your records. During our conversation, you said that you received an email from DISH Network advising you that the early termination fee would be $10.00 for each remaining month left in the term commitment period. I sent a test email to you at [redacted]@yahoo.com, so you may forward the email you referenced to me at [redacted]@dish.com for review.
When you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and return shipping fees.
Our records reveal that we sent monthly email notifications to [redacted]@yahoo.com advising of your account status. We also sent a 10-day notification advising you that we will collect payment for the early termination fee and unreturned equipment on June 13, 2015. In addition, we mailed monthly billing statements to the account address (311 Williams St., Independence, VA XXXXX).
I explained to you that the unreturned equipment fees of $645.00 were applied to your account on June 10, 2015, and a payment of $645.00 was collected on July 6, 2015. The equipment was returned on July 8, 2015, and the equipment fees were reversed. A refund of $645.00 was applied to your credit card ending in 9688 on July 10, 2015. You confirmed that you received this refund.
The balance now due for service rendered through the disconnection date is $131.94.
You informed me that your address has changed. I updated the address on your account today. I have enclosed copies of your June and July 2015 billing statements for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/07/14) */
I have Complied with all of Dish Networks requests yet I cant come to resolution with the case worker handling this case. The $645.00 for for the equipment that was deducted from my checking account has been returned however I am still in dispute over $160.00 early termination fee. I have been told by 2 reps. from their company that the charges would be reversed due to a contract I have in a email dated 1/2/2014. I the email it states that if early termination of 24months there will be a $20 fee per month if there is not a auto pay I had auto pay. I was not under the impression I even had a 24m contract to begin with that is why I reread my contract this is where I found the claws of auto pay. I was charged $160. Which was $20.00 a month and it should of been $10 a month which should have been $80.00 for early termination fee. I have emailed this contract to the agent handling the case and she says it doesnt apply? What? It is in black and white!!! Plus I have phone logs of agents saying they were going to reinburse the $160. for the misunderstanding. All this is , is a run around. I am ready to pull my hair out.
Final Consumer Response /* (4200, 13, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried resolving this issue and there is no dealing with the agent that is handling my case. I have documented time and dates of conversations with a Dish authorizied agent that refunded my money. Let me say all of my money was refunded!!!!! I received a letter July 31, 2015 from Christina Atencio. I was refunded the money an agent from dish agreed to refund a early termination fee of $160.00 and I received it. I have the date and time the agent says this never happened yet I received the money deposited from dish... Now she demands it back in a letter ... This is total harassment .. the call was logged on 7/9/2015 at 7:57 pm for 19 min 11 sec the dish agent agreed to reinburse me the $160.00 .... Dish deposited $160.00 in my checking account on 7/15. Why should I be responsible for returning the $160.00 that dish agreed to return Christina Atencio is the one that has a problem with this.
Final Business Response /* (4000, 15, 2015/08/13) */
August 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 5, 2015, we received your rebuttal, dated August 4, 2015, filed with the Revdex.com.
Our records reveal that this matter has been previously addressed through the Revdex.com by letter correspondence and via email.
You said you received a refund of $160.00 and disputed the early termination fee.
While an exception was made to refund you $160.00, we did not agree to waive the early termination fee. The termination fee is valid, as the service was disconnected prior to the promotional fulfillment date. I regret any confusion.
We ask that the balance of $291.94 be paid which includes the early termination fee and service rendered.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the...
Revdex.com.
You stated that when the DISH Network technician came to your home to replace your receiver, he caused damage to your entertainment center. A damage claim was opened, but you have not received a resolution to your claim. You requested that your entertainment center be repaired and a refund for your last two months of service.
I forwarded your concerns regarding your damage claim to our Corporate Field Resolutions Department for review. On July 29, 2015, you were offered $500.00 by the installing office. You indicated that you wished to think about the offer and you agreed to contact the Corporate Field Resolutions Department with your decision.
If you have any questions regarding your claim, please contact the Corporate Field Resolutions Department directly at X-XXX-XXX-XXXX.
.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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. I would like to have this resolution in writing as I have not received confirmation in the mail or email.
Sincerely,
[redacted]
Dear Ms. [redacted]: On March 17, 2016, we received your rebuttal, dated March 16, 2016, filed with the Revdex.com. You said that you provided me with the bank statement supporting the non-sufficient funds (NSF) fees discussed in your original complaint. Your first fax was not received and you indicated that you refaxed the information on March 15, 2016. I received the bank statement provided with your rebuttal. The $70.00 and $10.00 returns caused the NSF fees, based on the documentation you provided. These returns are currently being investigated and I will contact you with the outcome. We will determine a resolution at that time. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Initial Business Response /* (1000, 5, 2015/09/25) */
September 16, 2015
Mr. [redacted]
[redacted]
Sterling, VA XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
You expressed concern that we will not honor an offer for an additional $10.00 monthly credit for 12 months.
When I spoke with you by telephone today, I explained that because you declined the offer on September 4, 2015, and canceled the order, it was no longer available. However, as an exception, I provided you with the requested credit.
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]
September 13, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 7, 2016, filed with the Revdex.com. You indicated that the price for your second year of service should have been $98.99, but you were billed $106.35....
You would like to receive the price you were quoted or to be released from your contract. I spoke with your wife and I explained the monthly bill to her. I also issued a courtesy credit to bring your monthly bill to $99.02, which will be reflected on your next bill. She accepted this resolution. 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 - 2:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/28) */
October 16, 2015
[redacted]
XXXXX [redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 16, 2015, we received your complaint, dated October 15, 2015,...
filed with the Revdex.com.
You said that your dishNET internet upload speeds were poor and you requested to have your early termination fee waived.
When we spoke, I advised you that I made an exception and waived the 24-month commitment associated with your dishNET internet account. You requested that I disconnect the account and I did so.
Please note that you were advised that dishNET should be fine for World of Tanks specifically, not PC gaming in general.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/21) */
July 16, 2015
[redacted] and [redacted] and [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On July 13, 2015, we received your correspondence,...
dated July 10, 2015, filed with the Revdex.com.
You maintain that a salesperson said you could receive the satellite TV, internet and phone services at the price of $126.00 per month. You disputed the early termination fee.
I attempted to reach you at (XXX) XXX-XXXX on July 13, 15 and 16, 2015. I left three voice messages.
Our records show that you established your bundle DISH Network service with the Digital Home Advantage (DHA) and internet promotions with two separate 24-month commitments through Dish One Satellite LLC, an independent retailer.
You previously subscribed to the following services:
America's Top 200 package $74.99
DVR service $12.00
Two Joey receiver fees $14.00 ($7.00 per [redacted])
7 MBPS Internet $49.99
Phone service $35.00
The monthly billing rate before tax and discounts is $185.98. Because you agreed to the 24-month commitment, we provided you with the monthly discount of $35.00 for twelve months, free HBO, Showtime, Starz, Cinemax, and Blockbuster @Home free for three months. In addition, you received a monthly $35.00 credit for the bundle.
Our records indicate that an exception was made and the DHA early termination fee was previously waived. As a courtesy, I reversed the $230.00 internet early termination fee from your account. A refund for this same amount was applied to your credit card account ending in 7751 on July 15, 2015.
We appreciate your feedback and your concerns will be forwarded to the appropriate personnel for internal review.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] CO XXXXX
[redacted]
December 22, 2017 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 18, 2017, we received your correspondence, dated December 17, 2017, filed with the Revdex.com. You expressed dissatisfaction with the technical issues you experienced with your Hopper system after the software was updated. You disagreed with the resolution to upgrade your receiver to the Hopper 3 under our DISH’n Up promotion. You also indicated that when your equipment was originally upgraded, you were not informed of the term commitment. You disputed the early termination fee. When we spoke today, I informed you that I made an exception and waived your early termination fee. You confirmed that you have scheduled your disconnection of service for December 24, 2017. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH Network. A return box with label will be delivered to your address by UPS. 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]
August 29, 2016 Dear Ms. [redacted]: On August 24, 2016, we received your complaint, dated August 24, 2016, filed with the Revdex.com. You indicated that you are not receiving the channels that you are paying for and requested to be released from DISH...
Network’s 24-month agreement and early termination fee due to the loss of your local channels CW and Fox. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. Please note our programming packages have been set up to balance cost effectiveness with consumer demand. As a way to maintain lower programming cost, stations are provided in packages, rather than a la carte. However, as an exception, I provided you with a $10.00 monthly credit for six months. This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled. It is disclosed in your signed DHA agreement (copy enclosed) that we reserve the right to change programming, prices and packages. The early termination fee 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/09/22) */
September 4, 2015
Ms. [redacted]
[redacted]
Salem, OR XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 4, 2015, we received your correspondence, dated September 3,...
2015, filed with the Revdex.com.
You said you made an agreement with a DISH Network representative to return the leased equipment and prevent an automatic payment collection from your credit card.
A review of your account shows that you participated in the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitments. Because the services were disconnected prior to the promotional fulfillment date, you were billed two early termination fees of $210.00 and $160.00 for the TV and internet service, respectively.
Under these promotions you authorized DISH Network to access your qualifying credit card account for any early termination, unreturned equipment and/or return shipping fees.
Our records reveal that the equipment was returned on August 27, 2015, and the equipment fees of $595.00 plus tax were reversed from your account. The payment of $210.00 was collected on September 1, 2015, for the dishNET internet early termination fee. I regret any confusion.
When we spoke today, I advised you that I made an exception and reversed the $210.00 dishNET internet early termination fee. I also submitted a refund for the same amount. Please allow five business days for processing.
I informed you that DISH Network does not offer payment plans to prevent an account from being turned over to collections. To prevent the system from collecting a payment for the TV early termination fee, I removed your qualifying credit card from your account. You accepted this resolution.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We apologize any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
April 18, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016, and I left three voicemails. In my last message, I advised you that your early termination fee was waived on April 8, 2016, and you were sent refunds totaling $132.71 on April 12, 2016. We sincerely regret that your experience was unfavorable. 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]
July 15, 2016 Ms. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com. You expressed concern that your DISH Network account was restarted and that your name was supposed to be removed from the account and placed in your husband’s (Mr. [redacted]) name. You requested that your name be removed from the account. When Mr. [redacted] called on September 28, 2015, he agreed to have his name placed in the billing information only. When I spoke with you by telephone today, I informed you that this account was established on December 7, 2012, using your information. Once an account is established with your information, the account belongs to you and is your responsibility. The name cannot be removed. Although the equipment can be transferred to someone else, that person must establish a new account with their information. Your husband may contact our sales department to establish his own account using his information. During our conversation, you requested boxes to return the equipment. Our records reveal that labels were shipped on July 13, 2016, under UPS tracking number [redacted]. Further review of your account reveals that Mr. [redacted] called in yesterday and restarted the service. However, when I spoke with you yesterday, you requested that the service remain disconnected; therefore, I once again cancelled the service. Although return labels have been shipped, I removed the equipment from the account to ensure that it is not restarted. Please note that the receivers are obsolete and are not required to be returned. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because:The gentleman from DISH called and left me a message letting me know that he applied a "courtesy credit." I called back asking if this would mean my monthly bill would be $145 for one month or for all 6. I never got a call back. I also asked about the written apology from DISH and never got word back.
Sincerely,
[redacted]
December 9, 2016 Mr. [redacted].[redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 2, 2016, filed with the Revdex.com. You expressed concern with the monies you paid for a new receiver. You requested a refund, as you indicated that the receiver was in warranty. You also stated that you had an unresolved issue from July 2016; however, you did not provide additional details. Our records do not show that you purchased a receiver from DISH Network. When we spoke by phone on December 7, 2016, you stated that when you contacted us regarding your equipment issues, you were told to contact a local retailer. You asked that DISH Network provide the retailer ([redacted]) with a new receiver so they can provide you with a refund. Please be advised that retailers are independent companies and any transactions through them are separate from DISH Network transactions. They are also responsible for their own equipment inventory and sales. A review of the customer service call recording from November 19, 2016, revealed that our agent offered to ship a replacement receiver to your home for only $15.00 (shipping cost). You stated that you would only be at this home until Monday (November 21, 2016) and you asked if a technician could deliver the replacement receiver. Our agent advised you that this was not an option and offered to ship the replacement receiver to an alternate address. You declined and stated that you would call us back. The next call that we received was from [redacted] to activate a replacement receiver. We are unable to provide you with a refund since you did not pay DISH Network directly. However, as a courtesy, I applied a credit of $220.00 to your DISH Network account. You also told me that although your DISH Network account was listed in your son-in-law’s name, it was supposed to be changed to your name in July 2016. Our records show that only the billing information was changed to your name. Your son-in-law remains the account holder because the account is attached to his personal information. To resolve this matter, I offered to cancel the account and establish a new account using your personal information. You agreed. Your new account number is [redacted]. Please be advised that the equipment and the $220.00 lump sum credit for the issue has been transferred to the new account. I also transferred the monthly credit of $20.00 that you were previously receiving. This credit will apply for the next two months. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]