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]
[redacted] Dear Ms. [redacted]: On July 20, 2017, we received your complaint, dated July 19, 2017, filed with the Revdex.com. You disputed the bill of $257.27, as you claim that your service was only restarted for three days. You indicated that you were not told there was a time limit for DISH Pause nor did you use the service. You stated that you have paused your phone service before with no charge. A review of the call on March 21, 2017, when you placed your TV account on DISH Pause, reveals that the agent advised you that the maximum amount of time the account could be placed on DISH Pause is nine months. He asked you how many months you would like to pause your service: three, six or nine. You said three months. He informed you that the account would automatically restart once the three months expired on June 21, 2017. You began to be billed for regular service from June 21, 2017, to July 22, 2017, and the prorated charges are reflected on you July 9, 2017, billing statement. This billing statement also includes the current charges from July 23, 2017, to August 22, 2017. Please note this is a bill for two months of service. Although you claim that you only had the service for three days, our records reveal account activity during that time frame, including a technician visit. When I spoke with you by telephone today, I advised you that as an exception I applied a credit of $107.76 to your account for the prorated monthly charges. Since you downgraded your service from the America’s Top 200 package to the Flex Pack at the same time, your balance was reduced from $257.27 to $97.46. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 9, 2015/06/02) */
May 29, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 20, 2015, we received your complaint, dated May 15, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on May 21, 22 and 29, 2015, and I left three messages.
You indicated that your DISH Network service was not disconnected as you requested on April 27, 2015.
Our records reveal that although you contacted us on April 27, 2015, you did not follow the proper disconnect process and the call was terminated before the disconnection process could be completed. Therefore, your service remained active. The service was then disconnected on May 19, 2015.
As an exception, I reversed the charges and issued a refund for the last payment that was made ($139.12).
Please return the modem and TRIA to avoid unreturned equipment fees.
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]
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]
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, 4, 2015/05/11) */
April 27, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with the...
Revdex.com.
You said that your service was not canceled as requested in March 2014 and you asked for a refund.
A review of your account shows that during your disconnection request, the call was dropped and the disclosures could not be provided. As a result the service remained active.
Our records also reveal that a monthly billing statement and payment confirmation emails were sent to you at [redacted].COM. Because your account was established with Credit Card AutoPay (CCA) a payment was collected every month for the amount due.
When we spoke on April 24, 2015, I explained that we disclose in the DISH Network Residential Customer Agreement that if you believe you were billed in error and are seeking correction, you must report this matter within 20 days after the date you receive the bill for which you are seeking correction. Failure to timely notify us of a dispute constitutes your acceptance of the corresponding bill. You may view this agreement online at www.dish.com/legal.
Although this matter was not reported until April 21, 2015 (the date of disconnection), as a courtesy I submitted a credit card refund of $357.24. Please allow five business days for processing. This refund amount is for six months of service. You accepted this resolution.
I 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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18, 2015
Ms. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 18, 2015, we received your complaint, dated May 15, 2015, filed with the...
Revdex.com.
You maintain that when DISH Network was unable to provide you with bundled services due to a line of sight issue, you called to cancel the account but you were unaware that the phone and internet services were left active. You disputed the early termination fee and charges.
A review of your account reveals that, while the television services were unable to be installed by the DISH Network technician, the phone and internet services activated automatically. Additionally, the customer service agent who processed your cancellation request did not follow the correct procedure, and as a result, left the phone and internet service active until you called back to request cancellation of all services.
When we spoke today, I advised you that I would waive the early termination fee and all charges for phone and internet services. Your account now has a zero balance.
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: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, [redacted] 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[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]
March 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your correspondence, dated March 3, 2016, filed with the Revdex.com. You stated that you have experienced ongoing and unresolved signal loss with your DISH Network service, and your most recent technician visit did not resolve the matter. Additionally, your monthly bill has increased. You requested that these matter be corrected. When we spoke on March 8, 2016, I offered you a free technician visit, scheduled for March 12, 2016. We also reviewed your billing and as a courtesy, I waived the charge for your HDMI cable. 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 [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/04/27) */
April 24, 2015
Ms. [redacted] W. [redacted]., [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 20, 2015, we received your complaint, dated April 17,...
2015, filed with the Revdex.com.
You said that your father ported his telephone number to another provider in error, and in doing so, his internet service stopped working. You maintain that you contacted DISH Network to have the number ported back; however, it took several weeks of waiting and several calls to DISH Network to have it completed and when the number was finally ported back, the internet service didn't work. You have since switched your bundle service to another provider. You requested that all services be canceled and your DISH Network account balance be zeroed out.
When we spoke, I advised you that I would honor your request and waive all charges for services rendered. When the modem is returned, your DISH Network account will have a zero balance.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, [redacted] 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are needing the return packages to return the TV boxes and the modem. [redacted] and I are working on this.
December 28, 2016 Dear Mr. [redacted]: On December 27, 2016, we received your complaint, dated December 23, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. When we spoke, I informed...
you our records do not reflect that an offer was made to waive the 24-month commitment associated with you adding a Joey receiver to your account. As our records indicate that you agreed to, and received the benefit of, the 24-month commitment, we are unable to waive your $360.00 early termination fee. As you indicated that you had not received a copy of your agreement, I’ve enclosed one for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### Enclosure
Initial Business Response /* (1000, 4, 2015/05/26) */
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 12, 2015, we received your complaint, dated May 6, 2015, filed with the Better Business...
Bureau.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on May 13, 15 and 21, 2015, and I left three messages.
You expressed concern with the following issues:
DISH Pause
Early termination fee
Customer service
You indicated that the customer service representative who offered to place your account on pause did not inform you that your 24-month agreement would be extended.
The Digital Home Advantage (DHA) agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was paused.
You disputed the early termination fee that was applied to your account because you were forced to move and your new place of residence did not allow the satellite dish to be installed. You requested a settlement for the early termination fee.
This account was activated under the DHA 24-month agreement (copy enclosed). It states that you are still bound by the agreement if you change your residence. However, as an exception, I removed the $260.00 early termination fee.
I apologize on behalf of DISH Network for the customer service you received. We strive to provide excellent service and we regret that this experience was unfavorable. We thank you for bringing this to our attention.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 24, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 17, 2018, we received your rebuttal, dated January 16, 2018, filed with the Revdex.com. You disagreed with my response regarding the DISH Pause and DISH Move-In Deal. You also expressed the following concerns: · Sale of service · Programming · Refund · Return box and label · Customer service As previously explained, a review of your recorded calls revealed that our agents provided accurate information regarding the DISH Pause and Move-In Deal. You agreed to the DISH Pause terms and to pay $50.00 for the relocation of your service to a new address. I made an exception and waived your term commitment. Our records reveal that you established your service under the Flex 24 promotion with a 24-month commitment through Infinity Sales Group LLC., an independent retailer. This is a pay-in-advance account, and payments are required to be collected upfront for service. A review of your sales call revealed the agent disclosed that a payment will be due upfront for the activation fee, receiver upgrade fee, and one month of service. Our records show a payment of $110.03 was collected for these fees. The agent also informed you of the $49.99 retail processing fee. In addition, the agent offered you the Latino Plus package, which you agreed to receive. Furthermore, the agent disclosed the terms of the promotion. Although you agreed to the Latino Plus package, when the service was installed on December 9, 2017, the programming was changed to the America’s Top 120 package at your request. As a result, a payment of $39.72 was due immediately. During this call our agent explained the terms of your pay-in-advance service and you authorized the payment to be collected. Your account was interrupted due to nonpayment on January 9, 2018. We are unable to honor your refund request. A return box and label will be delivered to your address by [redacted]. We appreciate your feedback and 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 (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]
June 23, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 17, 2016, we received your complaint, dated June 13, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. I attempted to reach you at [redacted] on June 20, 22, and 23, 2016. My first call was answered but then terminated. I left messages on my last two calls. In my last message, I advised you that I made an exception and waived the early termination fee applied to your account. Our records indicate that you upgraded your equipment on July 26, 2015, which required a new 24-month commitment. As that commitment was not satisfied, the $320.00 early termination fee was applied. 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]
March 7, 2016 Mr. and Mrs. [redacted] and [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On March 2, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. You indicated that you initiated your DISH Network service through Windstream and you were told that you could place your service on DISH Pause while in a two-year agreement. However, you were not told that you would forfeit your promotional price. DISH Network offers a pause option for temporary situations when the service cannot be used. It is not a long-term solution and once the service is restarted, the commitment is extended for the time that it was on pause to fulfill the 24-month commitment. Additionally, when service is below the required programming level, promotional benefits are forfeited. When I spoke with you by telephone today, I informed you that since this account was initiated through Windstream and we cannot verify the information that was provided to you, I released you from the DISH Network 24-month agreement. Please contact us if you wish to disconnect the service. Once the service is disconnected, boxes for the return of the Hopper and Joey receivers will be shipped to the address on the account. Please 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted]
[redacted] Dear Mr. [redacted]: On January 27, 2017, we received your complaint, dated January 24, 2017, filed with the Revdex.com. You said that a hose for your washer was damaged during a service call that took place at your home. You purchased a new hose and contacted [redacted] regarding being reimbursed, but you were denied. You ask that we reimburse you. When we spoke by phone, I informed you that we will reimburse you for the cost of the hose. A refund of $32.46 will be mailed to you within seven to ten business days. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
November 3, 2016 Dear Ms. [redacted]: On November 2, 2016, we received your rebuttal, dated November 1, 2016, filed with the Revdex.com. You indicated that DISH Network has not provided you with a written response to your complaint. Additionally, you have not received your $80.02 refund that was issued on October 6, 2016. You would like these matters addressed. When we spoke on October 31, 2016, I explained that your copy of my written response was being mailed that day, and I offered to have the refund researched. As of today, a Stop Payment was placed on the refund check, and it is in the process of being reissued. I have requested that this process be expedited. Additionally, I emailed you a copy of the letter mailed on October 31, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
July 20, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On July 12, 2016, we received your correspondence, dated July 11, 2016, filed with the Revdex.com. You said you agreed to the Hopper upgrade with a two-year commitment. You expressed concern with the Tribune Broadcasting Company channel takedown, and you disputed the early termination fee. I attempted to reach you at [redacted] on July 13, 19 and 20, 2016, and I left three voice messages. Although you returned my call, we were unable to speak directly. Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected our proposal to pursue an immediate, fair and binding solution to restore its blacked-out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. In the interest of resolving this matter, I made an exception and removed the $280.00 early termination fee from your account. To avoid unreturned equipment fees, please return the equipment to DISH Network. A return box and label will be delivered to your address by UPS. 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
January 18, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2018, we received your complaint, dated January 14, 2018, filed with the Revdex.com. You expressed concern with the technician visit fee of $95.00 that was applied to your account. You maintain that you were told that there would be no charge for the repairs. You requested a refund. Please be advised that troubleshooting by phone is required when a customer contacts us to report technical issues. If an issue cannot be fixed by phone, a technician visit will be required. The regular cost of a technician visit is $95.00. However, the application of DISH Protect Silver ($8.99 a month) to your account will reduce the cost of a technician visit to $10.00. DISH Protect Silver also provides free shipping on any equipment that needs to be exchanged. A review of the customer service call from October 2, 2017, found that our representative disclosed the $95.00 fee and offered to waive it with the addition of the DISH Protect Silver Plan; however, you declined. The technician visit was completed on October 4, 2017. At that time, the $95.00 fee was applied to your account. When I spoke with you by phone on January 16, 2018, I advised you that I removed the fee from your account. You agreed to leave it as a credit on your DISH Network account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On April 20, 2016, we received your correspondence, dated April 19, 2016, filed with the Revdex.com. You said you are moving to a location that will not allow the satellite TV service, and you disputed the early termination fee. I attempted to reach you at [redacted] on April 20, 21 and 22, 2016. I left three voice messages. I received a voice message from Eric, who stated that he filed this correspondence on your behalf. I attempted to return his call at [redacted] without success. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion the customer agrees to be bound to the agreement if they change their residence. I have enclosed a copy of your signed DHA agreement for your records. As of today, your early termination fee is $360.00. In the interest of resolving this matter, I will make an exception and reduce your early termination fee by half. If you would like to take advantage of this offer, please contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com
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]
July 24, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 20, 2017, we received your complaint, dated July 19, 2017, filed with the Revdex.com. You disputed the bill of $257.27, as you claim that your service was only restarted for three days. You indicated that you were not told there was a time limit for DISH Pause nor did you use the service. You stated that you have paused your phone service before with no charge. A review of the call on March 21, 2017, when you placed your TV account on DISH Pause, reveals that the agent advised you that the maximum amount of time the account could be placed on DISH Pause is nine months. He asked you how many months you would like to pause your service: three, six or nine. You said three months. He informed you that the account would automatically restart once the three months expired on June 21, 2017. You began to be billed for regular service from June 21, 2017, to July 22, 2017, and the prorated charges are reflected on you July 9, 2017, billing statement. This billing statement also includes the current charges from July 23, 2017, to August 22, 2017. Please note this is a bill for two months of service. Although you claim that you only had the service for three days, our records reveal account activity during that time frame, including a technician visit. When I spoke with you by telephone today, I advised you that as an exception I applied a credit of $107.76 to your account for the prorated monthly charges. Since you downgraded your service from the America’s Top 200 package to the Flex Pack at the same time, your balance was reduced from $257.27 to $97.46. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 9, 2015/06/02) */
May 29, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 20, 2015, we received your complaint, dated May 15, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on May 21, 22 and 29, 2015, and I left three messages.
You indicated that your DISH Network service was not disconnected as you requested on April 27, 2015.
Our records reveal that although you contacted us on April 27, 2015, you did not follow the proper disconnect process and the call was terminated before the disconnection process could be completed. Therefore, your service remained active. The service was then disconnected on May 19, 2015.
As an exception, I reversed the charges and issued a refund for the last payment that was made ($139.12).
Please return the modem and TRIA to avoid unreturned equipment fees.
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]
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]
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, 4, 2015/05/11) */
April 27, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with the...
Revdex.com.
You said that your service was not canceled as requested in March 2014 and you asked for a refund.
A review of your account shows that during your disconnection request, the call was dropped and the disclosures could not be provided. As a result the service remained active.
Our records also reveal that a monthly billing statement and payment confirmation emails were sent to you at [redacted].COM. Because your account was established with Credit Card AutoPay (CCA) a payment was collected every month for the amount due.
When we spoke on April 24, 2015, I explained that we disclose in the DISH Network Residential Customer Agreement that if you believe you were billed in error and are seeking correction, you must report this matter within 20 days after the date you receive the bill for which you are seeking correction. Failure to timely notify us of a dispute constitutes your acceptance of the corresponding bill. You may view this agreement online at www.dish.com/legal.
Although this matter was not reported until April 21, 2015 (the date of disconnection), as a courtesy I submitted a credit card refund of $357.24. Please allow five business days for processing. This refund amount is for six months of service. You accepted this resolution.
I 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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18, 2015
Ms. [redacted] St.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 18, 2015, we received your complaint, dated May 15, 2015, filed with the...
Revdex.com.
You maintain that when DISH Network was unable to provide you with bundled services due to a line of sight issue, you called to cancel the account but you were unaware that the phone and internet services were left active. You disputed the early termination fee and charges.
A review of your account reveals that, while the television services were unable to be installed by the DISH Network technician, the phone and internet services activated automatically. Additionally, the customer service agent who processed your cancellation request did not follow the correct procedure, and as a result, left the phone and internet service active until you called back to request cancellation of all services.
When we spoke today, I advised you that I would waive the early termination fee and all charges for phone and internet services. Your account now has a zero balance.
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: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, [redacted] 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]
March 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your correspondence, dated March 3, 2016, filed with the Revdex.com. You stated that you have experienced ongoing and unresolved signal loss with your DISH Network service, and your most recent technician visit did not resolve the matter. Additionally, your monthly bill has increased. You requested that these matter be corrected. When we spoke on March 8, 2016, I offered you a free technician visit, scheduled for March 12, 2016. We also reviewed your billing and as a courtesy, I waived the charge for your HDMI cable. 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 [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/04/27) */
April 24, 2015
Ms. [redacted] W. [redacted]., [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 20, 2015, we received your complaint, dated April 17,...
2015, filed with the Revdex.com.
You said that your father ported his telephone number to another provider in error, and in doing so, his internet service stopped working. You maintain that you contacted DISH Network to have the number ported back; however, it took several weeks of waiting and several calls to DISH Network to have it completed and when the number was finally ported back, the internet service didn't work. You have since switched your bundle service to another provider. You requested that all services be canceled and your DISH Network account balance be zeroed out.
When we spoke, I advised you that I would honor your request and waive all charges for services rendered. When the modem is returned, your DISH Network account will have a zero balance.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, [redacted] 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are needing the return packages to return the TV boxes and the modem. [redacted] and I are working on this.
December 28, 2016 Dear Mr. [redacted]: On December 27, 2016, we received your complaint, dated December 23, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. When we spoke, I informed...
you our records do not reflect that an offer was made to waive the 24-month commitment associated with you adding a Joey receiver to your account. As our records indicate that you agreed to, and received the benefit of, the 24-month commitment, we are unable to waive your $360.00 early termination fee. As you indicated that you had not received a copy of your agreement, I’ve enclosed one for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### Enclosure
Initial Business Response /* (1000, 4, 2015/05/26) */
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 12, 2015, we received your complaint, dated May 6, 2015, filed with the Better Business...
Bureau.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on May 13, 15 and 21, 2015, and I left three messages.
You expressed concern with the following issues:
DISH Pause
Early termination fee
Customer service
You indicated that the customer service representative who offered to place your account on pause did not inform you that your 24-month agreement would be extended.
The Digital Home Advantage (DHA) agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was paused.
You disputed the early termination fee that was applied to your account because you were forced to move and your new place of residence did not allow the satellite dish to be installed. You requested a settlement for the early termination fee.
This account was activated under the DHA 24-month agreement (copy enclosed). It states that you are still bound by the agreement if you change your residence. However, as an exception, I removed the $260.00 early termination fee.
I apologize on behalf of DISH Network for the customer service you received. We strive to provide excellent service and we regret that this experience was unfavorable. We thank you for bringing this to our attention.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 24, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 17, 2018, we received your rebuttal, dated January 16, 2018, filed with the Revdex.com. You disagreed with my response regarding the DISH Pause and DISH Move-In Deal. You also expressed the following concerns: · Sale of service · Programming · Refund · Return box and label · Customer service As previously explained, a review of your recorded calls revealed that our agents provided accurate information regarding the DISH Pause and Move-In Deal. You agreed to the DISH Pause terms and to pay $50.00 for the relocation of your service to a new address. I made an exception and waived your term commitment. Our records reveal that you established your service under the Flex 24 promotion with a 24-month commitment through Infinity Sales Group LLC., an independent retailer. This is a pay-in-advance account, and payments are required to be collected upfront for service. A review of your sales call revealed the agent disclosed that a payment will be due upfront for the activation fee, receiver upgrade fee, and one month of service. Our records show a payment of $110.03 was collected for these fees. The agent also informed you of the $49.99 retail processing fee. In addition, the agent offered you the Latino Plus package, which you agreed to receive. Furthermore, the agent disclosed the terms of the promotion. Although you agreed to the Latino Plus package, when the service was installed on December 9, 2017, the programming was changed to the America’s Top 120 package at your request. As a result, a payment of $39.72 was due immediately. During this call our agent explained the terms of your pay-in-advance service and you authorized the payment to be collected. Your account was interrupted due to nonpayment on January 9, 2018. We are unable to honor your refund request. A return box and label will be delivered to your address by [redacted]. We appreciate your feedback and 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 (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]
June 23, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 17, 2016, we received your complaint, dated June 13, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. I attempted to reach you at [redacted] on June 20, 22, and 23, 2016. My first call was answered but then terminated. I left messages on my last two calls. In my last message, I advised you that I made an exception and waived the early termination fee applied to your account. Our records indicate that you upgraded your equipment on July 26, 2015, which required a new 24-month commitment. As that commitment was not satisfied, the $320.00 early termination fee was applied. 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]
March 7, 2016 Mr. and Mrs. [redacted] and [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On March 2, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. You indicated that you initiated your DISH Network service through Windstream and you were told that you could place your service on DISH Pause while in a two-year agreement. However, you were not told that you would forfeit your promotional price. DISH Network offers a pause option for temporary situations when the service cannot be used. It is not a long-term solution and once the service is restarted, the commitment is extended for the time that it was on pause to fulfill the 24-month commitment. Additionally, when service is below the required programming level, promotional benefits are forfeited. When I spoke with you by telephone today, I informed you that since this account was initiated through Windstream and we cannot verify the information that was provided to you, I released you from the DISH Network 24-month agreement. Please contact us if you wish to disconnect the service. Once the service is disconnected, boxes for the return of the Hopper and Joey receivers will be shipped to the address on the account. Please 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted]
January 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 27, 2017, we received your complaint, dated January 24, 2017, filed with the Revdex.com. You said that a hose for your washer was damaged during a service call that took place at your home. You purchased a new hose and contacted [redacted] regarding being reimbursed, but you were denied. You ask that we reimburse you. When we spoke by phone, I informed you that we will reimburse you for the cost of the hose. A refund of $32.46 will be mailed to you within seven to ten business days. 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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
November 3, 2016 Dear Ms. [redacted]: On November 2, 2016, we received your rebuttal, dated November 1, 2016, filed with the Revdex.com. You indicated that DISH Network has not provided you with a written response to your complaint. Additionally, you have not received your $80.02 refund that was issued on October 6, 2016. You would like these matters addressed. When we spoke on October 31, 2016, I explained that your copy of my written response was being mailed that day, and I offered to have the refund researched. As of today, a Stop Payment was placed on the refund check, and it is in the process of being reissued. I have requested that this process be expedited. Additionally, I emailed you a copy of the letter mailed on October 31, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
July 20, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On July 12, 2016, we received your correspondence, dated July 11, 2016, filed with the Revdex.com. You said you agreed to the Hopper upgrade with a two-year commitment. You expressed concern with the Tribune Broadcasting Company channel takedown, and you disputed the early termination fee. I attempted to reach you at [redacted] on July 13, 19 and 20, 2016, and I left three voice messages. Although you returned my call, we were unable to speak directly. Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected our proposal to pursue an immediate, fair and binding solution to restore its blacked-out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. In the interest of resolving this matter, I made an exception and removed the $280.00 early termination fee from your account. To avoid unreturned equipment fees, please return the equipment to DISH Network. A return box and label will be delivered to your address by UPS. 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
January 18, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2018, we received your complaint, dated January 14, 2018, filed with the Revdex.com. You expressed concern with the technician visit fee of $95.00 that was applied to your account. You maintain that you were told that there would be no charge for the repairs. You requested a refund. Please be advised that troubleshooting by phone is required when a customer contacts us to report technical issues. If an issue cannot be fixed by phone, a technician visit will be required. The regular cost of a technician visit is $95.00. However, the application of DISH Protect Silver ($8.99 a month) to your account will reduce the cost of a technician visit to $10.00. DISH Protect Silver also provides free shipping on any equipment that needs to be exchanged. A review of the customer service call from October 2, 2017, found that our representative disclosed the $95.00 fee and offered to waive it with the addition of the DISH Protect Silver Plan; however, you declined. The technician visit was completed on October 4, 2017. At that time, the $95.00 fee was applied to your account. When I spoke with you by phone on January 16, 2018, I advised you that I removed the fee from your account. You agreed to leave it as a credit on your DISH Network account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 22, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 20, 2016, we received your correspondence, dated April 19, 2016, filed with the Revdex.com. You said you are moving to a location that will not allow the satellite TV service, and you disputed the early termination fee. I attempted to reach you at [redacted] on April 20, 21 and 22, 2016. I left three voice messages. I received a voice message from Eric, who stated that he filed this correspondence on your behalf. I attempted to return his call at [redacted] without success. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion the customer agrees to be bound to the agreement if they change their residence. I have enclosed a copy of your signed DHA agreement for your records. As of today, your early termination fee is $360.00. In the interest of resolving this matter, I will make an exception and reduce your early termination fee by half. If you would like to take advantage of this offer, please contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com