Initial Business Response /* (1000, 4, 2015/12/14) */
December 10, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com.
You said that you referred three friends for DISH Network service, but you were advised that you do not qualify for the Refer-A-Friend promotion.
I added the tag to your account that confirms your eligibility to receive the Xbox One and you advised me that you had submitted your code online.
We sincerely regret any confusion or inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by someone on the executive escalation team and the issue was corrected. I appreciate that they honored the promotion.
February 16, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 13, 2017, we received your correspondence, dated February 12, 2017, filed with the Revdex.com. You expressed concern with the billing and the charge of $6.99 for a free Pay-Per-View (PPV) offer. You also expressed dissatisfaction with the customer service you received. When we spoke on February 15, 2017, I informed you that the $6.99 PPV charge was removed from your account. Going forward, please redeem any PPV coupons through your online account at www.mydish.com. During our conversation, you stated that you made a payment in early December 2016 for $123.88 and it did not post to your account. You said you faxed in a copy of your bank statement showing this transaction on December 20, 2016. After further review, I was unable to locate the fax. To resolve this matter, I applied a credit of $123.88 to your account and I removed two $7.00 late fees. The amount due for the service period of February 25, 2017, through March 24, 2017, is $124.88. I attempted to reach you today at [redacted]. I left a voice message. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. Your concerns will be shared internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] [redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 10, 2015/07/20) */
July 17, 2015
Ms. [redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You said that when you contacted Frontier to sign up for a bundled account with DISH Network, you were not told about the contract. You would like to close your DISH Network account without penalty.
I am unable to confirm what Frontier did or didn't tell you when you placed your order for our service. Therefore, I released you from your contract. You may close your account at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 21, 2017 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you canceled because you experienced weather-related technical issues, and you requested that the fee be reduced or waived. Your DISH Network service was activated on March 21, 2017, with a 24-month commitment. While heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service, the service will return after the weather condition has passed. Our records do not reflect that you contacted us regarding any technical issues with your service. When you contacted us to cancel your service on October 9, 2017, you indicated that you went with a different provider to receive bundled services. Your service was disconnected as you requested. Since your term commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. You were also charged a $12.00 equipment return fee, bringing your total balance to $340.80. Our records show that you spoke with Mr. Luke C[redacted] from our Executive Escalations Team on December 16, 2017. As a courtesy he applied a credit of $100.00 to your account, reducing your balance to $240.80. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. 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]
Dear Mr. [redacted]: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. You said that your bank account was debited without warning and you requested a refund. When we spoke, I advised you that the refund was sent to your bank on January...
22, 2016. Our records indicate that you were sent an email advising you of the automatic charge for unreturned equipment on November 12, 2015. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/07/23) */
July 21, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]
On July 16, 2015, we received your correspondence, dated July 15, 2015, filed...
with the Revdex.com.
You said that your TV was damaged during a storm. You maintain that a technician guaranteed that DISH Network will replace any equipment that was connected to a surge protector.
When we spoke today, you said have contacted Belkin (the manufacturer of the surge protector) and you are currently filling out the required documents for your claim with that company. Please note that DISH Network cannot guarantee other manufacturer's products.
Because we value your business, I reversed the past-due balance of $180.79 from your account and applied an additional $20.00 monthly credit for ten months.
We regret any inconvenience you may have experienced. Your concerns will be shared with the appropriate personnel for internal review.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On January 29, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.com. You indicated that your account should have been disconnected when you moved, but it was placed on DISH Pause and we charged you for service for nearly a year. You...
stated that you were told that if you paid $300.00 there would be no other charges. Therefore, you disputed that this account was referred to collections and requested that it be removed. A review of the call on November 3, 2014, reveals the agent with whom you spoke informed you that DISH Pause would be available for a maximum of nine months. You indicated that your new residence would be temporary and agreed to pause your account until you had a permanent residence. The agent also advised you to take your receiver and remotes with you and we would install the system for free at the new location. You requested that DISH Pause begin on Friday, October 7, 2014. You did not provide any new information (address, email address or phone number). During the time that your account was on DISH Pause, you were not billed for service. However, DISH Pause expired on August 7, 2015, and you called to disconnect your service on October 6, 2015. After the service was disconnected, the return boxes shipped to the address listed on your account. You called us on October 6, 2015, because you received an email showing a balance due. You verified the address to be [redacted]. The agent informed you that the early termination fee was $320.00. Although you stated that you already paid the early termination fee, we had not previously billed you for an early termination fee. The supervisor you spoke with removed the programming charges of $178.65. During another call on October 15, 2015, the representative told you that unreturned equipment fees had not posted to your account. When I spoke with you by telephone today, you informed me that you changed your address during the call on October 6, 2015. I listened to the call again and found that during the supervisor call, the address was changed. As an exception, I reversed the $213.75 balance and submitted a refund. I also removed the equipment from the account and notified collections to remove this account from your credit report. Please allow six to eight weeks for the update. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
January 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 11, 2018, we received your complaint, dated January 10, 2018, filed with the Revdex.com. You maintain that satellite internet speeds are being altered to force customers to upgrade their internet service. You requested that the internet speeds be restored or to be released from your term commitment. I attempted to reach you at ([redacted] on January 17, 18 and 19, 2018. I left three voice messages. I also sent an email to [redacted]. Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a 30-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a 30-day period. Common causes of high usage include the following: Downloading or streaming media (movies, TV, music video conferencing): 4.5 gigs on average for a HD movie Using download or streaming services (YouTube, HBO Go, etc.) Unsecured wireless router Smartphone/tablet using wireless connection There are different reasons that the internet speed would decrease. It depends on the time of day and local traffic, as well as the actual usage location. Our records reveal that a technician visit was completed on January 2, 2018, and the equipment was replaced. A review of your call from January 10, 2018, reveals that our agent attempted to troubleshoot the internet speed, but you were not at home and able to address the issue. In the interest of coming to agreement, I made an exception and waived your internet early termination fee. You may cancel your internet service at any time without penalty. 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]
Complaint: [redacted]
I am rejecting this response because: I have voice recording that states 2 separate employees told me early termination fee would be waived. As I have already stated the conversations where between customer service as well as tech support. And the internet, according to tech support was improperly installed and that was the reasoning behind my internet only working intermittently. I REFUSE TO PAY THE EARLY TERMINATION FEES AND I WILL TAKE THIS TO COURT BECAUSE I AM RIGHT AND I HAVE PROOF
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
July 1, 2015
Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. Staford:
On June 29, 2015, we received your complaint, dated June 27, 2015, filed with...
the Revdex.com.
You said you were told that there would be no adult content in the programming you received and that you would never be without service for more than five minutes. However, you found you had access to adult content, and you lost your signal due to rain for over 45 minutes. You requested that we release you from your contract.
When we spoke I advised you that due to your experience, I will waive your early termination fee and Box Return fees, leaving your account with a zero balance. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You maintain that when you called to schedule a move, you did not agree to service or an installation. You indicated that a technician visit was scheduled only to assess the area and the system was never installed. You stated that you have not received a copy an agreement. When I spoke with you by telephone today, I advised you that a review of the call on November 13, 2017, reveals that you verbally agreed to activate your service with the America's Top 200 package and a promotional rate of $95.00 per month. You accepted the terms and conditions of a new 24-month agreement that were disclosed by the agent as well as the telephone automated system. However, as the system was never installed, I removed the $230.00 early termination fee and the remaining balance of $15.90 from your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: A tech did come to our house and replace three tabs to hold the washer lid down it still wobbles and is not fully secured to the base, also there is still a big dent on the side of our washer that was brand new before the dish came into our house. We want our money back or a new washer replaced.
Sincerely,
[redacted]
October 4, 2016 Ms. Lana K. Savage 105 Sparks Cir. Alpena, AR 72611 Re: Revdex.com Complaint # 11741403 8255909079972664-3559727...
Dear Ms. Savage: On October 4, 2016, we received your complaint, dated September 29, 2016, filed with the Revdex.com. You requested a refund of all payments you have made due to loss of line of sight for your satellite dish. When we spoke, you indicated that you were unavailable to discuss the issue and you accepted my offer of a written response. A review of your account does not reveal ongoing technical issues reported. We received three technical assistance calls, one in January 2016, one in February 2016, and one in September 2016. Between those calls we received no contact concerning any signal issues. Additionally, our records indicate that you are able to receive a line of sight if you trim the tree branch blocking your signal, but you declined to do so. As such, our Office of the President agent with whom you spoke waived your early termination fee, as a courtesy. As we have no record that you did not have service for the majority of the duration of your account, and as we are able to provide you with service, we are unable to honor your request for a refund. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave Simons Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David Laslo
March 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 9, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com. You maintain that the Netflix promotional offer was removed once the agent with whom you spoke ran your Social Security Number. Please refer to my previous response wherein I advised you that a review of your sales chats and call revealed that you were advised that the Netflix offer is only available in conjunction with the 3-Year Price Lock promotion. This combination of offers had nothing to do with your credit qualification. 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 [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2, 2015
Mr. and Mrs. [redacted] and [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On September 1, 2015, we received your...
correspondence, dated August 31, 2015, filed with the Revdex.com.
You expressed concern with the payment due date change and said two payments were collected in the month of August 2015. You indicated that this caused your checking account to overdraft. You requested a refund.
When we spoke today, I informed you that the DISH Network billing process has changed. Your due date has been moved up by five days in order to align your due date with the start of your service period. We sent notification via email to you at [redacted]@COMCAST.NET on your July 14, 2015, and August 14, 2015, billing statements.
Per your request, the service will be disconnected on September 8, 2015. A return box and label will be delivered to your address by UPS for the leased equipment return.
I made an exception and submitted a refund in the amount of $92.58. Please allow five business days for processing. This refund is for the last payment collected for service rendered.
We appreciate your feedback and regret 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]
[redacted] Dear Ms. [redacted] On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.com. You said that you experienced technical issues and you expressed concern about the level of customer service you received. When we spoke, I advised you that I reviewed every call associated with your account. We received one technical support call from you--on August 27, 2016. The first discussion concerning disconnection was on October 29, 2016, when you advised our agent that you would contact us at a later date to disconnect your account. On December 23, 2016, you requested to disconnect your account. As your service was interrupted due to non-payment on December 3, 2016, your billing was backdated to that date when your account was disconnected on January 2, 2017. Since we have no record of ongoing technical issues, and as we have no record of the requests to disconnect that you said you made, we are unable to adjust your balance for this issue. As I informed you, your current balance of $789.91 will be reduced to $317.26 once your leased equipment is returned. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:I disagree she is not being honest.Solicitation is solicitation. She means that opting out still causes them to place HBO offers when I login to check my bill total.I have asked her to closely work and make sure that the account is not charged and that me credit card info is removed from there data
Sincerely,
[redacted]
April 11, 2016 [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 11, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You expressed further concern with your monthly bundled rate. You maintain that you are being overcharged for your DISH Network service. Your monthly rate was $29.99 plus tax for the first 12 months of service. Since your promotional credits expired on January 21, 2015, and as we experienced a $5.00 price increase on January 14, 2016, you are now being billed $64.99 plus tax. As previously advised, DISH Network is unable to access [redacted]’s billing system to confirm their monthly charges or your overall bundled rate. You also stated that you received an email from a DISH Network representative indicating that your monthly rate would be $108.00. Please be advised that Ms. [redacted] is not a DISH Network employee--she is a [redacted] employee. Our records show that we received an email from you on March 24, 2015, regarding your billing concerns. At that time, you were contacted by Mr. [redacted] from our office. Mr. [redacted] also forwarded your concerns to Ms. [redacted] in order to review your [redacted] billing. As of March 1, 2016, your 24-month commitment with DISH Network was waived. You are not obligated to DISH Network and you may disconnect your service at any time without penalty. 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: [redacted]-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On June 21, 2016, we received your correspondence, dated June 20, 2016, filed with the Revdex.com. You expressed concern with the ViP 211 model receiver’s inactivity feature. I attempted to reach you at [redacted] on June 22, 23 and 24, 2016. I left three voice messages. Please follow the below steps to change the inactivity feature. 1. Press Menu on the DISH Network remote control 2. Select option 8 “Preferences” 3. Select option 5 “Updates” 4. Press the left button on the remote until “4 hours” is highlighted and then press the up or down arrow until the preferred time is selected. 5. Press the right button on the remote until “Save” is highlighted and select it 6. Select “Cancel” two times to get back to normal TV If you would like assistance, please contact customer service to speak with a technical support representative. 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]
[redacted] Dear Ms. [redacted]: On March 10, 2017, we received your complaint, dated March 9, 2017, filed with the Revdex.com. You said that when you moved your service to your new home, you only had three out of the four leased receivers installed. You said that you have been billed for this 4th receiver since June 2014. You requested that we provide you with a credit for the time you paid for the extra receiver when it wasn’t in use. When we spoke, I confirmed that the technician installed three receivers in your home in June 2014. I informed you that our records reflect that you did not contact us to disable the receiver that was not installed. I advised you that customers are responsible for reporting billing errors in a timely fashion. I offered you a one-time courtesy credit of $112.00, which you accepted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/12/14) */
December 10, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com.
You said that you referred three friends for DISH Network service, but you were advised that you do not qualify for the Refer-A-Friend promotion.
I added the tag to your account that confirms your eligibility to receive the Xbox One and you advised me that you had submitted your code online.
We sincerely regret any confusion or inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by someone on the executive escalation team and the issue was corrected. I appreciate that they honored the promotion.
February 16, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 13, 2017, we received your correspondence, dated February 12, 2017, filed with the Revdex.com. You expressed concern with the billing and the charge of $6.99 for a free Pay-Per-View (PPV) offer. You also expressed dissatisfaction with the customer service you received. When we spoke on February 15, 2017, I informed you that the $6.99 PPV charge was removed from your account. Going forward, please redeem any PPV coupons through your online account at www.mydish.com. During our conversation, you stated that you made a payment in early December 2016 for $123.88 and it did not post to your account. You said you faxed in a copy of your bank statement showing this transaction on December 20, 2016. After further review, I was unable to locate the fax. To resolve this matter, I applied a credit of $123.88 to your account and I removed two $7.00 late fees. The amount due for the service period of February 25, 2017, through March 24, 2017, is $124.88. I attempted to reach you today at [redacted]. I left a voice message. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. Your concerns will be shared internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] [redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 10, 2015/07/20) */
July 17, 2015
Ms. [redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You said that when you contacted Frontier to sign up for a bundled account with DISH Network, you were not told about the contract. You would like to close your DISH Network account without penalty.
I am unable to confirm what Frontier did or didn't tell you when you placed your order for our service. Therefore, I released you from your contract. You may close your account at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 21, 2017 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you canceled because you experienced weather-related technical issues, and you requested that the fee be reduced or waived. Your DISH Network service was activated on March 21, 2017, with a 24-month commitment. While heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service, the service will return after the weather condition has passed. Our records do not reflect that you contacted us regarding any technical issues with your service. When you contacted us to cancel your service on October 9, 2017, you indicated that you went with a different provider to receive bundled services. Your service was disconnected as you requested. Since your term commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. You were also charged a $12.00 equipment return fee, bringing your total balance to $340.80. Our records show that you spoke with Mr. Luke C[redacted] from our Executive Escalations Team on December 16, 2017. As a courtesy he applied a credit of $100.00 to your account, reducing your balance to $240.80. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. 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]
Dear Mr. [redacted]: On January 25, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. You said that your bank account was debited without warning and you requested a refund. When we spoke, I advised you that the refund was sent to your bank on January...
22, 2016. Our records indicate that you were sent an email advising you of the automatic charge for unreturned equipment on November 12, 2015. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/07/23) */
July 21, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]
On July 16, 2015, we received your correspondence, dated July 15, 2015, filed...
with the Revdex.com.
You said that your TV was damaged during a storm. You maintain that a technician guaranteed that DISH Network will replace any equipment that was connected to a surge protector.
When we spoke today, you said have contacted Belkin (the manufacturer of the surge protector) and you are currently filling out the required documents for your claim with that company. Please note that DISH Network cannot guarantee other manufacturer's products.
Because we value your business, I reversed the past-due balance of $180.79 from your account and applied an additional $20.00 monthly credit for ten months.
We regret any inconvenience you may have experienced. Your concerns will be shared with the appropriate personnel for internal review.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On January 29, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.com. You indicated that your account should have been disconnected when you moved, but it was placed on DISH Pause and we charged you for service for nearly a year. You...
stated that you were told that if you paid $300.00 there would be no other charges. Therefore, you disputed that this account was referred to collections and requested that it be removed. A review of the call on November 3, 2014, reveals the agent with whom you spoke informed you that DISH Pause would be available for a maximum of nine months. You indicated that your new residence would be temporary and agreed to pause your account until you had a permanent residence. The agent also advised you to take your receiver and remotes with you and we would install the system for free at the new location. You requested that DISH Pause begin on Friday, October 7, 2014. You did not provide any new information (address, email address or phone number). During the time that your account was on DISH Pause, you were not billed for service. However, DISH Pause expired on August 7, 2015, and you called to disconnect your service on October 6, 2015. After the service was disconnected, the return boxes shipped to the address listed on your account. You called us on October 6, 2015, because you received an email showing a balance due. You verified the address to be [redacted]. The agent informed you that the early termination fee was $320.00. Although you stated that you already paid the early termination fee, we had not previously billed you for an early termination fee. The supervisor you spoke with removed the programming charges of $178.65. During another call on October 15, 2015, the representative told you that unreturned equipment fees had not posted to your account. When I spoke with you by telephone today, you informed me that you changed your address during the call on October 6, 2015. I listened to the call again and found that during the supervisor call, the address was changed. As an exception, I reversed the $213.75 balance and submitted a refund. I also removed the equipment from the account and notified collections to remove this account from your credit report. Please allow six to eight weeks for the update. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
January 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 11, 2018, we received your complaint, dated January 10, 2018, filed with the Revdex.com. You maintain that satellite internet speeds are being altered to force customers to upgrade their internet service. You requested that the internet speeds be restored or to be released from your term commitment. I attempted to reach you at ([redacted] on January 17, 18 and 19, 2018. I left three voice messages. I also sent an email to [redacted]. Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a 30-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a 30-day period. Common causes of high usage include the following: Downloading or streaming media (movies, TV, music video conferencing): 4.5 gigs on average for a HD movie Using download or streaming services (YouTube, HBO Go, etc.) Unsecured wireless router Smartphone/tablet using wireless connection There are different reasons that the internet speed would decrease. It depends on the time of day and local traffic, as well as the actual usage location. Our records reveal that a technician visit was completed on January 2, 2018, and the equipment was replaced. A review of your call from January 10, 2018, reveals that our agent attempted to troubleshoot the internet speed, but you were not at home and able to address the issue. In the interest of coming to agreement, I made an exception and waived your internet early termination fee. You may cancel your internet service at any time without penalty. 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]
Complaint: [redacted]
I am rejecting this response because: I have voice recording that states 2 separate employees told me early termination fee would be waived. As I have already stated the conversations where between customer service as well as tech support. And the internet, according to tech support was improperly installed and that was the reasoning behind my internet only working intermittently. I REFUSE TO PAY THE EARLY TERMINATION FEES AND I WILL TAKE THIS TO COURT BECAUSE I AM RIGHT AND I HAVE PROOF
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
July 1, 2015
Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. Staford:
On June 29, 2015, we received your complaint, dated June 27, 2015, filed with...
the Revdex.com.
You said you were told that there would be no adult content in the programming you received and that you would never be without service for more than five minutes. However, you found you had access to adult content, and you lost your signal due to rain for over 45 minutes. You requested that we release you from your contract.
When we spoke I advised you that due to your experience, I will waive your early termination fee and Box Return fees, leaving your account with a zero balance. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
February 12, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You maintain that when you called to schedule a move, you did not agree to service or an installation. You indicated that a technician visit was scheduled only to assess the area and the system was never installed. You stated that you have not received a copy an agreement. When I spoke with you by telephone today, I advised you that a review of the call on November 13, 2017, reveals that you verbally agreed to activate your service with the America's Top 200 package and a promotional rate of $95.00 per month. You accepted the terms and conditions of a new 24-month agreement that were disclosed by the agent as well as the telephone automated system. However, as the system was never installed, I removed the $230.00 early termination fee and the remaining balance of $15.90 from your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: A tech did come to our house and replace three tabs to hold the washer lid down it still wobbles and is not fully secured to the base, also there is still a big dent on the side of our washer that was brand new before the dish came into our house. We want our money back or a new washer replaced.
Sincerely,
[redacted]
October 4, 2016 Ms. Lana K. Savage 105 Sparks Cir. Alpena, AR 72611 Re: Revdex.com Complaint # 11741403 8255909079972664-3559727...
Dear Ms. Savage: On October 4, 2016, we received your complaint, dated September 29, 2016, filed with the Revdex.com. You requested a refund of all payments you have made due to loss of line of sight for your satellite dish. When we spoke, you indicated that you were unavailable to discuss the issue and you accepted my offer of a written response. A review of your account does not reveal ongoing technical issues reported. We received three technical assistance calls, one in January 2016, one in February 2016, and one in September 2016. Between those calls we received no contact concerning any signal issues. Additionally, our records indicate that you are able to receive a line of sight if you trim the tree branch blocking your signal, but you declined to do so. As such, our Office of the President agent with whom you spoke waived your early termination fee, as a courtesy. As we have no record that you did not have service for the majority of the duration of your account, and as we are able to provide you with service, we are unable to honor your request for a refund. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave Simons Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David Laslo
March 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 9, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com. You maintain that the Netflix promotional offer was removed once the agent with whom you spoke ran your Social Security Number. Please refer to my previous response wherein I advised you that a review of your sales chats and call revealed that you were advised that the Netflix offer is only available in conjunction with the 3-Year Price Lock promotion. This combination of offers had nothing to do with your credit qualification. 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 [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2, 2015
Mr. and Mrs. [redacted] and [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On September 1, 2015, we received your...
correspondence, dated August 31, 2015, filed with the Revdex.com.
You expressed concern with the payment due date change and said two payments were collected in the month of August 2015. You indicated that this caused your checking account to overdraft. You requested a refund.
When we spoke today, I informed you that the DISH Network billing process has changed. Your due date has been moved up by five days in order to align your due date with the start of your service period. We sent notification via email to you at [redacted]@COMCAST.NET on your July 14, 2015, and August 14, 2015, billing statements.
Per your request, the service will be disconnected on September 8, 2015. A return box and label will be delivered to your address by UPS for the leased equipment return.
I made an exception and submitted a refund in the amount of $92.58. Please allow five business days for processing. This refund is for the last payment collected for service rendered.
We appreciate your feedback and regret 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]
February 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted] On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.com. You said that you experienced technical issues and you expressed concern about the level of customer service you received. When we spoke, I advised you that I reviewed every call associated with your account. We received one technical support call from you--on August 27, 2016. The first discussion concerning disconnection was on October 29, 2016, when you advised our agent that you would contact us at a later date to disconnect your account. On December 23, 2016, you requested to disconnect your account. As your service was interrupted due to non-payment on December 3, 2016, your billing was backdated to that date when your account was disconnected on January 2, 2017. Since we have no record of ongoing technical issues, and as we have no record of the requests to disconnect that you said you made, we are unable to adjust your balance for this issue. As I informed you, your current balance of $789.91 will be reduced to $317.26 once your leased equipment is returned. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:I disagree she is not being honest.Solicitation is solicitation. She means that opting out still causes them to place HBO offers when I login to check my bill total.I have asked her to closely work and make sure that the account is not charged and that me credit card info is removed from there data
Sincerely,
[redacted]
April 11, 2016 [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 11, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You expressed further concern with your monthly bundled rate. You maintain that you are being overcharged for your DISH Network service. Your monthly rate was $29.99 plus tax for the first 12 months of service. Since your promotional credits expired on January 21, 2015, and as we experienced a $5.00 price increase on January 14, 2016, you are now being billed $64.99 plus tax. As previously advised, DISH Network is unable to access [redacted]’s billing system to confirm their monthly charges or your overall bundled rate. You also stated that you received an email from a DISH Network representative indicating that your monthly rate would be $108.00. Please be advised that Ms. [redacted] is not a DISH Network employee--she is a [redacted] employee. Our records show that we received an email from you on March 24, 2015, regarding your billing concerns. At that time, you were contacted by Mr. [redacted] from our office. Mr. [redacted] also forwarded your concerns to Ms. [redacted] in order to review your [redacted] billing. As of March 1, 2016, your 24-month commitment with DISH Network was waived. You are not obligated to DISH Network and you may disconnect your service at any time without penalty. 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: [redacted]-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 24, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Ms. [redacted]: On June 21, 2016, we received your correspondence, dated June 20, 2016, filed with the Revdex.com. You expressed concern with the ViP 211 model receiver’s inactivity feature. I attempted to reach you at [redacted] on June 22, 23 and 24, 2016. I left three voice messages. Please follow the below steps to change the inactivity feature. 1. Press Menu on the DISH Network remote control 2. Select option 8 “Preferences” 3. Select option 5 “Updates” 4. Press the left button on the remote until “4 hours” is highlighted and then press the up or down arrow until the preferred time is selected. 5. Press the right button on the remote until “Save” is highlighted and select it 6. Select “Cancel” two times to get back to normal TV If you would like assistance, please contact customer service to speak with a technical support representative. 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]
March 14, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On March 10, 2017, we received your complaint, dated March 9, 2017, filed with the Revdex.com. You said that when you moved your service to your new home, you only had three out of the four leased receivers installed. You said that you have been billed for this 4th receiver since June 2014. You requested that we provide you with a credit for the time you paid for the extra receiver when it wasn’t in use. When we spoke, I confirmed that the technician installed three receivers in your home in June 2014. I informed you that our records reflect that you did not contact us to disable the receiver that was not installed. I advised you that customers are responsible for reporting billing errors in a timely fashion. I offered you a one-time courtesy credit of $112.00, which you accepted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]