[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]
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]
January 16, 2017 Dear Mrs. [redacted]: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 11, 12 and 13, 2017, were unsuccessful; however,...
I left three messages. You maintain that you were not provided with the monthly credit promised for the referral of a new customer. In order for you to qualify for the monthly referral credit, the referred account must be activated with a referral certificate associated to your DISH Network account. We do not show that one of your referral certificates was recently used to establish service. Nevertheless, I made an exception and I applied a monthly credit of $10.00 to your account for the next ten months. 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, 6:30 am – 3:00 pm MDT ###-###-####
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]
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]
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, 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]
[redacted] Dear Ms. [redacted]: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com. You expressed concern with the price increase. You maintain that you were told your monthly rate was locked in for two years. Your equipment was upgraded on September 8, 2015, through our DISH’n It up promotion. As a result, you were enrolled in a 24-month commitment. Additionally, a $25.00 monthly credit was applied to your account. Please be advised that our price guarantee promotional offer is only available to new customers; therefore, your service charges are subject to change. On January 14, 2016, DISH Network experienced a $5.00 price increase to our basic programming packages (America’s Top 120, 200 and 250). On March 8, 2016, a monthly $5.00 credit was applied to your account for six months. When I spoke with you by phone today, I offered to extend the $5.00 monthly credit until the end of the term commitment or waive your 24-month commitment. You opted to have the term commitment waived. Please be advised that your service will continue on a month-to-month basis. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
Initial Business Response /* (1000, 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]
Initial Business Response /* (1000, 6, 2015/10/16) */
October 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 14, 2015, we received your complaint, dated October 13, 2015, filed...
with the Revdex.com.
You said that DISH Network debited your bank account without your permission and you requested refund of $130.56.
When we spoke, I advised you that our records indicate both payments made on October 1, 2015, were made manually through your online account. One payment was made at 7:44 am MDT and the other at 8:35 am MDT.
You advised me to keep the credit balance on your account and apply it toward your next month's balance.
Because we appreciate your business, I applied a monthly $10.00 credit for six months.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
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 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]
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]
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]
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, 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
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]
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:
[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]
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]
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]
January 16, 2017 Dear Mrs. [redacted]: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 11, 12 and 13, 2017, were unsuccessful; however,...
I left three messages. You maintain that you were not provided with the monthly credit promised for the referral of a new customer. In order for you to qualify for the monthly referral credit, the referred account must be activated with a referral certificate associated to your DISH Network account. We do not show that one of your referral certificates was recently used to establish service. Nevertheless, I made an exception and I applied a monthly credit of $10.00 to your account for the next ten months. 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, 6:30 am – 3:00 pm MDT ###-###-####
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]
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]
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, 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]
March 10, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com. You expressed concern with the price increase. You maintain that you were told your monthly rate was locked in for two years. Your equipment was upgraded on September 8, 2015, through our DISH’n It up promotion. As a result, you were enrolled in a 24-month commitment. Additionally, a $25.00 monthly credit was applied to your account. Please be advised that our price guarantee promotional offer is only available to new customers; therefore, your service charges are subject to change. On January 14, 2016, DISH Network experienced a $5.00 price increase to our basic programming packages (America’s Top 120, 200 and 250). On March 8, 2016, a monthly $5.00 credit was applied to your account for six months. When I spoke with you by phone today, I offered to extend the $5.00 monthly credit until the end of the term commitment or waive your 24-month commitment. You opted to have the term commitment waived. Please be advised that your service will continue on a month-to-month basis. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
Initial Business Response /* (1000, 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]
Initial Business Response /* (1000, 6, 2015/10/16) */
October 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 14, 2015, we received your complaint, dated October 13, 2015, filed...
with the Revdex.com.
You said that DISH Network debited your bank account without your permission and you requested refund of $130.56.
When we spoke, I advised you that our records indicate both payments made on October 1, 2015, were made manually through your online account. One payment was made at 7:44 am MDT and the other at 8:35 am MDT.
You advised me to keep the credit balance on your account and apply it toward your next month's balance.
Because we appreciate your business, I applied a monthly $10.00 credit for six months.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
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]
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]
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]
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]
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, 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
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]
Complaint: [redacted]
I am rejecting this response because: i'am not paying them one blooding cent
Sincerely,
[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:
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]