December 17, 2015
Ms. [redacted], VA 22003
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
My attempts to contact...
you by phone at ([redacted] on December 15, 16 and 17, 2015, were unsuccessful; however, I left a message.
You expressed concern with the promotional offer that was approved for DISH Network service.
DISH Network offers several promotions that require a credit qualification. DISH Network will only deny or approve promotional requests based upon information received from the credit bureaus.
Based on the information obtained, you only qualify for our Flex TV offer. This offer requires an upfront payment for an activation fee and the purchase of equipment.
We are unable to honor your request to waive the upfront costs or bill the fees at a later date.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
April 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You said you established your account with the Digital Home Advantage (DHA) promotion with a three-year price guarantee. However, you maintain that you did not authorize the $49.99 payment that was collected at the time of sale. You disputed the balance of $571.91. You established your account through Dish One Satellite LLC., an independent retailer. We encourage you to contact the retailer directly at [redacted] to discuss the $49.99 payment. When we spoke today, I advised you that the balance of $571.91 was previously removed on April 10, 2016. You accepted this resolution. We appreciate your feedback and your concerns will be addressed internally with the appropriate personnel. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
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]
[redacted] Dear Ms. [redacted]: On July 22, 2016, we received your complaint, dated July 20, 2016, filed with the Revdex.com. My attempts to reach you by phone on July 26, 27 and 28, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said the check payment you sent was never presented to your bank. You disputed the $10.00 return check fee and the fact that we have blocked check payments from the account for six months. Our check are electronically scanned--they are not manually entered--which leaves little room for error. As a courtesy, I waived the $10.00 return check fee and I removed the check payment block from Mr. Elizondo’s account, but no further compensation will be provided. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
August 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 10, 2017, we received your complaint, dated August 9, 2017, filed with the Revdex.com. You said that you agreed to TV service with us and internet with [redacted] for a bundled account. However, you were told that you would not have a bundled account and that you would be billed separately. You asked that we honor the offer made or release you from your contract. When we spoke, I told you that I reviewed your sales call recording and found that you were offered WindStream internet. You agreed, but said you found that you didn’t live within their service area. You contacted our customer service and they provided you with [redacted]. I told you that we are unable to bundle a DISH Network and WindStream account. Therefore, I agreed to release you from your contract. You accepted my offer and agreed to have your account disconnected with DISH Network on August 31, 2017. I also provided you with our equipment return disclosures. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
December 18, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####452
Dear Ms. [redacted]:
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com.
You were charged...
early termination fees for the disconnection of your DISH Network TV and dishNET internet services prior to completing your contractual agreement. You have restarted your services and you requested a refund for the early termination fees.
My three attempts to contact you at ###-###-#### and ###-###-#### on December 16, 17 and 18, 2015, were unsuccessful. However, I was able to leave a message and my contact information at the ###-###-#### number. I also sent an email to you at tnc[redacted][email protected] (copy enclosed), but I have not received a response.
Your refunds were issued on December 15, 2015. Payments for $367.50 and $320.00 were released to the credit card account ending in 1233.
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: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Dear Ms. [redacted]: On April 19, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.com. You said that you experienced technical issues with your service over the last two years and you expressed dissatisfaction with the customer service you received. You requested compensation. I attempted to reach you at [redacted] on April 21, 22 and 25, 2016. I left three voice messages. Our records show that you contacted DISH Network on November 3, 2015, and February 11, 2016. I reviewed these calls and I found that our agents addressed your concerns in a professional manner. In addition, the technical issues were resolved during the calls. While we regret any inconvenience you may have experienced, we are unable to honor your request for compensation. As a courtesy, I provided you with four free Pay-Per-View coupons. Please redeem these coupons through your online account on or before July 24, 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: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Dear Mr. Ford: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said you were informed that you have 30 days to disconnect your DISH Network account without penalty. When we spoke today, I confirmed that your account was...
disconnected without penalty. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
[redacted] Dear Ms. [redacted]: On December 22, 2016, we received your complaint, dated December 21, 2016, filed with the Revdex.com. You stated that you scheduled an appointment for December 19, 2016, with DISH Network to repair your [redacted] washer. Your appointment was rescheduled twice without notice. The current appointment is set for December 22, 2016. You requested that the matter be resolved at that time. When we spoke today, you confirmed that the matter was resolved on December 22, 2016. I apologized for the delays that you experienced. You indicated that you considered the matter closed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On January 7, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You indicated that your credit card account has continued to be debited for service after you requested that your service be disconnected in June 2015, and you would...
like a refund for six months of service ($498.00). You maintain that your DISH Network account records are incomplete. You also mentioned your dissatisfaction with a customer service representative, and that hold times were over 32 minutes. Since you were enrolled in our Credit Card AutoPay (CCA) option, authorization to automatically debit your credit card account for the amount due was provided. I removed the credit card account information from your DISH Network account. This account was activated on December 27, 2013, under the Digital Home Advantage (DHA) 24-month agreement and the agreement was fulfilled on December 26, 2015 (copy enclosed). Authorization to automatically debit your debit/credit card for the unreturned equipment and/or the early termination fee is provided in the DHA agreement. When an account is accessed, the system automatically stamps the account with the date, how it was accessed and through which system. This information cannot be deleted or misplaced. A thorough investigation was completed on your claim. In doing so, the past communications made on this account were reviewed. On June 22, 2015, at 1:51 pm, you called us to request that your service be disconnected. When the representative informed you that you were still within your commitment and that disconnection of your service would entail a $210.00 early termination fee, you suggested to him that you would talk to your renters about taking over your agreement, and you said you would call us back. There was no further contact from you until January 5, 2016, and the service remained active. A review of past call recordings revealed that on January 5, 2016, you advised the agent assisting you that you would contact your tenants to see if they were still using the service. This implies the service was installed. During another call with the account specialist on January 5, 2016, I found that the representative attempted to address all your questions in a professional and courteous manner. You requested information on how to file a dispute. She gave you correct information by providing you with our customer email address ([redacted]) and the mailing address for the Dispute Resolution Department ([redacted]). Please note that this information also appears on each one of your billing statements. You may view your billing statements through your online account. The hold times were no more than three to five minutes while the agent researched the information you requested. We regret that a manager was not available during that phone call. I apologize for this inconvenience and this will be addressed internally. To receive your account records requires that you file a subpoena. You may send it to: EchoStar Satellite LLC [redacted]
[redacted] Attn: Subpoena Request During the last phone call on January 5, 2016, you simply requested that the agent provide you with the date of your phone call in June 2015. You were offered a refund of $82.29. However, a refund of $47.69 was issued instead. Therefore, I submitted an additional refund of $34.62 to equal the $82.29 refund you were offered. As service was provided, no refund is due. When I spoke with you by telephone today, you verified that the return boxes should be shipped to [redacted]. Please return the Hopper and Joey receiver in the allotted amount of time to avoid unreturned equipment fees, and keep the return tracking numbers for your records. 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 ###-###-####
I would like to know why they cancelled my fathers subscription and that they are not allowed to do this to anyone else. None of your resolution that were listed as resolution didn't fit my claim, most were financial or apologies. Thanks.
Initial Business Response /* (1000, 10, 2015/07/28) */
July 22, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You indicated that your bill is always different and that you are being overbilled. You mentioned that you are charged a late fee and that your due date cannot be changed.
A review of this account reveals that you have been receiving monthly credits to reduce your bill. However, each credit is for different amounts of time, so they expire at different times causing the bill to change.
You currently subscribe to the America's Top 250, which is priced at $84.99, and you have a DVR receiver that includes a $7.00 monthly DVR fee. Since the credits that you are currently receiving are $45.00 per month, your bill is reduced to $46.99 before tax.
Your billing statement cycles on the 28th of each month and is due on the 17th of the following month. The credits are applied to your account on the 2nd ($10.00) and 14th ($35.00) of the following month and the payments that are made include the credits that are intended for the upcoming month. This causes the bills that generate to reflect the regular prices because the credits for that month have already been used. The timing of the payment is causing confusion, but you are being billed correctly.
When I spoke with you by telephone today, I explained that although the bill reflects the total amount due, you are being billed $46.99 plus tax and your billing is correct. I informed you to check your account online on the 15th to view the amount due after the credits.
You were charged one $7.00 late fee but it was reversed on June 29, 2015, and will be reflected on your July 28, 2015, billing statement.
Please note that on July 22, 2015, the due date will change from the 17th to the 12th of the month. Due dates cannot be changed at this time.
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
(720) 514-7307
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DISH said they cannot change the date of billing to reflect the accurate bill without credits so my bill usually shows twice the amount owed. DISH needs to stop using credits which are only confusing people on what they really owe on their bill.
Final Business Response /* (4000, 14, 2015/08/14) */
August 5, 2015
[redacted]
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 5, 2015, we received your complaint, dated July 31, 2015, filed with the Revdex.com.
You requested that your bill reflect the current credits. You suggested that DISH Network discontinue providing credits, as you maintain that it causes confusion.
The credits that you receive are reflected on the same bill that they are intended for. However, your payments have been taking advantage of the upcoming month's credits. Therefore, the statement that generates reflects the regular rate. This is explained in my previous correspondence.
Please note that a system update has been put in place to reflect the credits more accurately for any future credit offers.
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
(720) 514-7307
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You said that you were advised you would receive a refund but you have not. Our records indicate that your refund was sent to your bank on January 7, 2016. We sincerely regret the delay of your refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc:
January 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You indicated that you did not accept the resolution offered. You were dissatisfied with the six to eight weeks required to reissue and ship the replacement gift card. While we regret that you do not agree with the solution provided, we are unable to expedite the reissue process. In consideration for the inconvenience, I did apply a $10.00 monthly credit to your account for six months. To follow up on the gift card status, you can call [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
August 30, 2016 Dear Mr. [redacted]: On August 30, 2016, we received your rebuttal, dated August 29, 2016, filed with the Revdex.com. You maintain you are not receiving the advertised price for the America’s Top 200 package. You included a screen shot of our website for review. You requested a $100.00 credit. When we spoke today, I advised you that the screen shot is accurate and you are being billed $64.99 for the America’s Top 200 package. You subscribe to the following: · America’s Top 200 package $64.99 · DVR service $15.00 · Two Joey receiver fees $14.00 ($7.00 per Joey) Your monthly billing rate is $88.99 before tax. However, you are currently receiving a $5.00 monthly discount for AutoPay, a monthly courtesy credit of $10.00 for 12 months and a $10.00 monthly referral credit for ten months. These credits reduce your monthly rate to $68.99 before tax. When the credits end, the regular price will apply. The billing is accurate and no additional credit is warranted. 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 ###-###-####
December 13, 2016 Mr. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 9, 2016, we received your complaint, dated December 8, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you received a three-year price lock promotion. You are to receive the America’s Top 120+ for $49.99 a month. You placed your account on pause while waiting for the completion of your new residence. When you restored the service, you lost the promotional benefits. You requested that the promotion be restored. When we spoke on December 12, 2016, I advised you that our phone records indicate the promotion loss was disclosed when your account was placed on pause. However, as a courtesy, I agreed to restore your promotion. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said that you were told you were still under contract and that you would be charged a $60.00 early termination fee. You asked that the early termination fee be...
waived, or that we provide you with a signed contract. When we spoke by phone, I told you that I have removed the commitment from your account. You may close your account at any time without penalty. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/23) */
October 21, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 20, 2015, we received your complaint, dated October 16, 2015,...
filed with the Revdex.com.
You expressed concern that you were charged unreturned equipment fees on October 13, 2015, after you received an email stating that the early termination fee would not be debited until October 31, 2015.
When I spoke with you by telephone today, I apologized that your credit card account was debited prematurely and you confirmed that this issue was addressed October 15, 2015. The $277.43 payment was refunded on October 19, 2015. We also reimbursed you the $35.00 insufficient funds fee that you incurred from your bank.
During our conversation, you maintained that when you called to disconnect the service, the agent told you that boxes would not ship if the receiver did not need to be returned. A review of your July 27, 2015, call reveals that the agent told you that some receivers do not need to be returned and that the return kit will identify which receivers those are.
The equipment has been removed from your account and there is no balance due to DISH Network.
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]
Complaint: [redacted]
I am rejecting this response because: This is not what I was told. I would like to hear the call between the manager and myself.
Sincerely,
[redacted]
December 17, 2015
Ms. [redacted], VA 22003
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
My attempts to contact...
you by phone at ([redacted] on December 15, 16 and 17, 2015, were unsuccessful; however, I left a message.
You expressed concern with the promotional offer that was approved for DISH Network service.
DISH Network offers several promotions that require a credit qualification. DISH Network will only deny or approve promotional requests based upon information received from the credit bureaus.
Based on the information obtained, you only qualify for our Flex TV offer. This offer requires an upfront payment for an activation fee and the purchase of equipment.
We are unable to honor your request to waive the upfront costs or bill the fees at a later date.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
April 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You said you established your account with the Digital Home Advantage (DHA) promotion with a three-year price guarantee. However, you maintain that you did not authorize the $49.99 payment that was collected at the time of sale. You disputed the balance of $571.91. You established your account through Dish One Satellite LLC., an independent retailer. We encourage you to contact the retailer directly at [redacted] to discuss the $49.99 payment. When we spoke today, I advised you that the balance of $571.91 was previously removed on April 10, 2016. You accepted this resolution. We appreciate your feedback and your concerns will be addressed internally with the appropriate personnel. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
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]
July 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 22, 2016, we received your complaint, dated July 20, 2016, filed with the Revdex.com. My attempts to reach you by phone on July 26, 27 and 28, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said the check payment you sent was never presented to your bank. You disputed the $10.00 return check fee and the fact that we have blocked check payments from the account for six months. Our check are electronically scanned--they are not manually entered--which leaves little room for error. As a courtesy, I waived the $10.00 return check fee and I removed the check payment block from Mr. Elizondo’s account, but no further compensation will be provided. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
August 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 10, 2017, we received your complaint, dated August 9, 2017, filed with the Revdex.com. You said that you agreed to TV service with us and internet with [redacted] for a bundled account. However, you were told that you would not have a bundled account and that you would be billed separately. You asked that we honor the offer made or release you from your contract. When we spoke, I told you that I reviewed your sales call recording and found that you were offered WindStream internet. You agreed, but said you found that you didn’t live within their service area. You contacted our customer service and they provided you with [redacted]. I told you that we are unable to bundle a DISH Network and WindStream account. Therefore, I agreed to release you from your contract. You accepted my offer and agreed to have your account disconnected with DISH Network on August 31, 2017. I also provided you with our equipment return disclosures. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
December 18, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####452
Dear Ms. [redacted]:
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com.
You were charged...
early termination fees for the disconnection of your DISH Network TV and dishNET internet services prior to completing your contractual agreement. You have restarted your services and you requested a refund for the early termination fees.
My three attempts to contact you at ###-###-#### and ###-###-#### on December 16, 17 and 18, 2015, were unsuccessful. However, I was able to leave a message and my contact information at the ###-###-#### number. I also sent an email to you at tnc[redacted][email protected] (copy enclosed), but I have not received a response.
Your refunds were issued on December 15, 2015. Payments for $367.50 and $320.00 were released to the credit card account ending in 1233.
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: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: i'am not paying them one blooding cent
Sincerely,
[redacted]
April 25, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On April 19, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.com. You said that you experienced technical issues with your service over the last two years and you expressed dissatisfaction with the customer service you received. You requested compensation. I attempted to reach you at [redacted] on April 21, 22 and 25, 2016. I left three voice messages. Our records show that you contacted DISH Network on November 3, 2015, and February 11, 2016. I reviewed these calls and I found that our agents addressed your concerns in a professional manner. In addition, the technical issues were resolved during the calls. While we regret any inconvenience you may have experienced, we are unable to honor your request for compensation. As a courtesy, I provided you with four free Pay-Per-View coupons. Please redeem these coupons through your online account on or before July 24, 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: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Dear Mr. Ford: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said you were informed that you have 30 days to disconnect your DISH Network account without penalty. When we spoke today, I confirmed that your account was...
disconnected without penalty. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
December 26, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 22, 2016, we received your complaint, dated December 21, 2016, filed with the Revdex.com. You stated that you scheduled an appointment for December 19, 2016, with DISH Network to repair your [redacted] washer. Your appointment was rescheduled twice without notice. The current appointment is set for December 22, 2016. You requested that the matter be resolved at that time. When we spoke today, you confirmed that the matter was resolved on December 22, 2016. I apologized for the delays that you experienced. You indicated that you considered the matter closed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On January 7, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You indicated that your credit card account has continued to be debited for service after you requested that your service be disconnected in June 2015, and you would...
like a refund for six months of service ($498.00). You maintain that your DISH Network account records are incomplete. You also mentioned your dissatisfaction with a customer service representative, and that hold times were over 32 minutes. Since you were enrolled in our Credit Card AutoPay (CCA) option, authorization to automatically debit your credit card account for the amount due was provided. I removed the credit card account information from your DISH Network account. This account was activated on December 27, 2013, under the Digital Home Advantage (DHA) 24-month agreement and the agreement was fulfilled on December 26, 2015 (copy enclosed). Authorization to automatically debit your debit/credit card for the unreturned equipment and/or the early termination fee is provided in the DHA agreement. When an account is accessed, the system automatically stamps the account with the date, how it was accessed and through which system. This information cannot be deleted or misplaced. A thorough investigation was completed on your claim. In doing so, the past communications made on this account were reviewed. On June 22, 2015, at 1:51 pm, you called us to request that your service be disconnected. When the representative informed you that you were still within your commitment and that disconnection of your service would entail a $210.00 early termination fee, you suggested to him that you would talk to your renters about taking over your agreement, and you said you would call us back. There was no further contact from you until January 5, 2016, and the service remained active. A review of past call recordings revealed that on January 5, 2016, you advised the agent assisting you that you would contact your tenants to see if they were still using the service. This implies the service was installed. During another call with the account specialist on January 5, 2016, I found that the representative attempted to address all your questions in a professional and courteous manner. You requested information on how to file a dispute. She gave you correct information by providing you with our customer email address ([redacted]) and the mailing address for the Dispute Resolution Department ([redacted]). Please note that this information also appears on each one of your billing statements. You may view your billing statements through your online account. The hold times were no more than three to five minutes while the agent researched the information you requested. We regret that a manager was not available during that phone call. I apologize for this inconvenience and this will be addressed internally. To receive your account records requires that you file a subpoena. You may send it to: EchoStar Satellite LLC [redacted]
[redacted] Attn: Subpoena Request During the last phone call on January 5, 2016, you simply requested that the agent provide you with the date of your phone call in June 2015. You were offered a refund of $82.29. However, a refund of $47.69 was issued instead. Therefore, I submitted an additional refund of $34.62 to equal the $82.29 refund you were offered. As service was provided, no refund is due. When I spoke with you by telephone today, you verified that the return boxes should be shipped to [redacted]. Please return the Hopper and Joey receiver in the allotted amount of time to avoid unreturned equipment fees, and keep the return tracking numbers for your records. 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 ###-###-####
I would like to know why they cancelled my fathers subscription and that they are not allowed to do this to anyone else. None of your resolution that were listed as resolution didn't fit my claim, most were financial or apologies. Thanks.
Initial Business Response /* (1000, 10, 2015/07/28) */
July 22, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You indicated that your bill is always different and that you are being overbilled. You mentioned that you are charged a late fee and that your due date cannot be changed.
A review of this account reveals that you have been receiving monthly credits to reduce your bill. However, each credit is for different amounts of time, so they expire at different times causing the bill to change.
You currently subscribe to the America's Top 250, which is priced at $84.99, and you have a DVR receiver that includes a $7.00 monthly DVR fee. Since the credits that you are currently receiving are $45.00 per month, your bill is reduced to $46.99 before tax.
Your billing statement cycles on the 28th of each month and is due on the 17th of the following month. The credits are applied to your account on the 2nd ($10.00) and 14th ($35.00) of the following month and the payments that are made include the credits that are intended for the upcoming month. This causes the bills that generate to reflect the regular prices because the credits for that month have already been used. The timing of the payment is causing confusion, but you are being billed correctly.
When I spoke with you by telephone today, I explained that although the bill reflects the total amount due, you are being billed $46.99 plus tax and your billing is correct. I informed you to check your account online on the 15th to view the amount due after the credits.
You were charged one $7.00 late fee but it was reversed on June 29, 2015, and will be reflected on your July 28, 2015, billing statement.
Please note that on July 22, 2015, the due date will change from the 17th to the 12th of the month. Due dates cannot be changed at this time.
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
(720) 514-7307
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DISH said they cannot change the date of billing to reflect the accurate bill without credits so my bill usually shows twice the amount owed. DISH needs to stop using credits which are only confusing people on what they really owe on their bill.
Final Business Response /* (4000, 14, 2015/08/14) */
August 5, 2015
[redacted]
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 5, 2015, we received your complaint, dated July 31, 2015, filed with the Revdex.com.
You requested that your bill reflect the current credits. You suggested that DISH Network discontinue providing credits, as you maintain that it causes confusion.
The credits that you receive are reflected on the same bill that they are intended for. However, your payments have been taking advantage of the upcoming month's credits. Therefore, the statement that generates reflects the regular rate. This is explained in my previous correspondence.
Please note that a system update has been put in place to reflect the credits more accurately for any future credit offers.
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
(720) 514-7307
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You said that you were advised you would receive a refund but you have not. Our records indicate that your refund was sent to your bank on January 7, 2016. We sincerely regret the delay of your refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc:
January 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You indicated that you did not accept the resolution offered. You were dissatisfied with the six to eight weeks required to reissue and ship the replacement gift card. While we regret that you do not agree with the solution provided, we are unable to expedite the reissue process. In consideration for the inconvenience, I did apply a $10.00 monthly credit to your account for six months. To follow up on the gift card status, you can call [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
August 30, 2016 Dear Mr. [redacted]: On August 30, 2016, we received your rebuttal, dated August 29, 2016, filed with the Revdex.com. You maintain you are not receiving the advertised price for the America’s Top 200 package. You included a screen shot of our website for review. You requested a $100.00 credit. When we spoke today, I advised you that the screen shot is accurate and you are being billed $64.99 for the America’s Top 200 package. You subscribe to the following: · America’s Top 200 package $64.99 · DVR service $15.00 · Two Joey receiver fees $14.00 ($7.00 per Joey) Your monthly billing rate is $88.99 before tax. However, you are currently receiving a $5.00 monthly discount for AutoPay, a monthly courtesy credit of $10.00 for 12 months and a $10.00 monthly referral credit for ten months. These credits reduce your monthly rate to $68.99 before tax. When the credits end, the regular price will apply. The billing is accurate and no additional credit is warranted. 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 ###-###-####
December 13, 2016 Mr. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 9, 2016, we received your complaint, dated December 8, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you received a three-year price lock promotion. You are to receive the America’s Top 120+ for $49.99 a month. You placed your account on pause while waiting for the completion of your new residence. When you restored the service, you lost the promotional benefits. You requested that the promotion be restored. When we spoke on December 12, 2016, I advised you that our phone records indicate the promotion loss was disclosed when your account was placed on pause. However, as a courtesy, I agreed to restore your promotion. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said that you were told you were still under contract and that you would be charged a $60.00 early termination fee. You asked that the early termination fee be...
waived, or that we provide you with a signed contract. When we spoke by phone, I told you that I have removed the commitment from your account. You may close your account at any time without penalty. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/23) */
October 21, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 20, 2015, we received your complaint, dated October 16, 2015,...
filed with the Revdex.com.
You expressed concern that you were charged unreturned equipment fees on October 13, 2015, after you received an email stating that the early termination fee would not be debited until October 31, 2015.
When I spoke with you by telephone today, I apologized that your credit card account was debited prematurely and you confirmed that this issue was addressed October 15, 2015. The $277.43 payment was refunded on October 19, 2015. We also reimbursed you the $35.00 insufficient funds fee that you incurred from your bank.
During our conversation, you maintained that when you called to disconnect the service, the agent told you that boxes would not ship if the receiver did not need to be returned. A review of your July 27, 2015, call reveals that the agent told you that some receivers do not need to be returned and that the return kit will identify which receivers those are.
The equipment has been removed from your account and there is no balance due to DISH Network.
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]
Complaint: [redacted]
I am rejecting this response because: This is not what I was told. I would like to hear the call between the manager and myself.
Sincerely,
[redacted]