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 Mrs. [redacted]: On November 21, 2017, we received your complaint, dated November 20, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated you are not receiving the monthly rate of $87.68 that was promised for two years. You also stated that you did not receive the channels that you requested, or [redacted] free for one year. Your DISH Network service was activated on June 3, 2017, with a 24-month commitment. Your monthly rate was $87.68 (including tax) a month for the following services: · America’s Top 120+ $49.99 · Local channels ...⇄ $10.00 · Hopper DVR service fee $15.00 · Variety Pack ...⇄ $6.00 · Two Joey receivers �...⇄ $7.00 each Please be advised that your first month’s billing statement included a surge protector for $29.99 plus tax that was purchased during your installation. As a result, it was higher than your normal monthly rate. Your promotion also included four movie channels ([redacted], [redacted]) and the DISH Movie Pack free for three months, as well as the DISH Protect Silver free for six months. Our records show that the Heartland Pack was added to your account on July 21, 2017, to provide you with OWN. A monthly credit of $6.00 was also applied to your account to offset the monthly charge for 24 months. In addition, you were provided with [redacted] free for an additional three months. The [redacted] offer ended on October 21, 2017. As a result, you began to be billed the regular monthly service charge of $15.00. However, on November 17, 2017, [redacted] and the Variety Pack were removed from your account and the Heartland Pack was added to your account at half price ($3.00) for six months, making your monthly rate $87.67. Please be advised that the free trial for the DISH Protect Silver will end on December 3, 2017. If this service is not removed, you will begin to be billed $8.99 a month. When I spoke with you by phone on November 29, 2017, I advised you that I waived your term commitment. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[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,
Bernice [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Dish is also fixing a billing problem they created. I spoke to them today and they told me they would be refunding me the money for the billing error and paying the bank fees I incurred because of their mistake. As long as all this is resolved, I will be satisfied with the resolution.
Sincerely,
[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]
June 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 13, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com. You said that you were advised that your payment of $131.35 would be canceled but it was not. A review of our records indicate that this issue was previously resolved through the Florida Attorney General’s Office. Enclosed is a copy of our response 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: 6:00 am - 2:30 pm (MDT), Mon-Fri June 10, 2016 Mr. [redacted] Office of Citizen Services Office of the Attorney General State of Florida The Capitol, PL-01 Tallahassee, FL 32399-1050 Re: Mr. [redacted] Issue Number: [redacted] Dear Mr. [redacted]: On June 8, 2016, we received your correspondence, dated June 8, 2016, regarding Mr. [redacted]. Mr. [redacted] said that he accidentally made a payment through his bank account instead of his credit card account. He requested that DISH Network cancel that payment but it was not cancelled, and this caused a non-sufficient funds (NSF) fee. He also expressed concern about the level of customer service he received. When I spoke with Mr. [redacted], I advised him that a review of his May 29, 2016, call recording revealed that he was told his payment would be refunded--not cancelled. Our system does not allow for the cancellation of payments. When Mr. [redacted] contacted us later, the agents with whom he spoke explained that as his account still had a balance of $121.76 after the initial $131.35 payment was applied, his second payment through his credit card account covered that amount, leaving a credit balance of $9.59. As the balance due was for service rendered and the initial error in making the payment was not a DISH Network error, the agents advised Mr. [redacted] that DISH Network will not normally approve a refund in the situation. Nevertheless, since our agent advised Mr. [redacted] that he would refund the initial payment, I emailed our Refunds Team to request that they approve his refund. I also applied a one-time $30.00 credit to Mr. [redacted]’s DISH Network account, as a courtesy. We sincerely regret any confusion this issue may have caused. 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: Mr. Randy [redacted] [redacted] [redacted] [redacted] [redacted]
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]
September 21, 2016 Dear Ms. [redacted]: On September 19, 2016, we received your complaint, dated September 15, 2016, filed with the Revdex.com. You said that your credit card account was debited $380.00 for unreturned equipment. You returned the...
equipment, but you were denied a refund. You would like your money returned. When we spoke, I advised you that your credit card account was debited for the early termination fee—not unreturned equipment fees. Because you didn’t fulfill your contract, a $380.00 early termination fee was applied to your account. In addition, the contract you agreed to authorizes DISH Network to debit your credit card account for unreturned equipment and/or early termination fees. Therefore, I am unable to process a refund. The unreturned equipment fees were reversed when the leased equipment was received. As a courtesy, I waived the remaining balance ($196.73) on your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
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]
*
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.
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 because Dish had removed all charges and the referring account was closed and removed from the Credit Burials. However, I do have a letter from that DISH acknowledging copying and pasting my signatures throughout other contracts without my authorization or knowledge. If DISH Network doesn't honor their commitment with me and the authorities I will pursue with Criminal Charges.
Sincerely,
[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 ###-###-####
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]
Complaint: [redacted]
I am rejecting this response becaus: the dish network has charged my credit card the new amount; which is $20 more for the month of december. I would like to see Dish network refund me the $20 and correct the billing amount for future billing.Thanks**
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]
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]
[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
Tell us why here...July 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 27, 2016, we received your rebuttal, dated July 27, 2016, filed with the Revdex.com. You disagreed with my previous response to your concerns. We are unable to alter the account records. Your account was disconnected due to nonpayment on January 21, 2015. The payment of $31.10 for service rendered was made after the account was reported to collections. The return boxes and labels were delivered by UPS to your home on March 26, 2015. Because the leased equipment was not returned in a timely manner, the equipment fees charge of $98.00 was sent to collections. When you requested return boxes in October 2015, the equipment had become obsolete and was no longer required to be return. Ms. [redacted] a DISH Network Dispute Resolution Specialist, removed the balance of $98.00 from your account on June 26, 2016. This information will be updated with the credit bureaus; please allow eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[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]
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]
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]
November 29, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mrs. [redacted]: On November 21, 2017, we received your complaint, dated November 20, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated you are not receiving the monthly rate of $87.68 that was promised for two years. You also stated that you did not receive the channels that you requested, or [redacted] free for one year. Your DISH Network service was activated on June 3, 2017, with a 24-month commitment. Your monthly rate was $87.68 (including tax) a month for the following services: · America’s Top 120+ $49.99 · Local channels ...⇄ $10.00 · Hopper DVR service fee $15.00 · Variety Pack ...⇄ $6.00 · Two Joey receivers �...⇄ $7.00 each Please be advised that your first month’s billing statement included a surge protector for $29.99 plus tax that was purchased during your installation. As a result, it was higher than your normal monthly rate. Your promotion also included four movie channels ([redacted], [redacted]) and the DISH Movie Pack free for three months, as well as the DISH Protect Silver free for six months. Our records show that the Heartland Pack was added to your account on July 21, 2017, to provide you with OWN. A monthly credit of $6.00 was also applied to your account to offset the monthly charge for 24 months. In addition, you were provided with [redacted] free for an additional three months. The [redacted] offer ended on October 21, 2017. As a result, you began to be billed the regular monthly service charge of $15.00. However, on November 17, 2017, [redacted] and the Variety Pack were removed from your account and the Heartland Pack was added to your account at half price ($3.00) for six months, making your monthly rate $87.67. Please be advised that the free trial for the DISH Protect Silver will end on December 3, 2017. If this service is not removed, you will begin to be billed $8.99 a month. When I spoke with you by phone on November 29, 2017, I advised you that I waived your term commitment. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[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,
Bernice [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Dish is also fixing a billing problem they created. I spoke to them today and they told me they would be refunding me the money for the billing error and paying the bank fees I incurred because of their mistake. As long as all this is resolved, I will be satisfied with the resolution.
Sincerely,
[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]
June 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 13, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com. You said that you were advised that your payment of $131.35 would be canceled but it was not. A review of our records indicate that this issue was previously resolved through the Florida Attorney General’s Office. Enclosed is a copy of our response 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: 6:00 am - 2:30 pm (MDT), Mon-Fri June 10, 2016 Mr. [redacted] Office of Citizen Services Office of the Attorney General State of Florida The Capitol, PL-01 Tallahassee, FL 32399-1050 Re: Mr. [redacted] Issue Number: [redacted] Dear Mr. [redacted]: On June 8, 2016, we received your correspondence, dated June 8, 2016, regarding Mr. [redacted]. Mr. [redacted] said that he accidentally made a payment through his bank account instead of his credit card account. He requested that DISH Network cancel that payment but it was not cancelled, and this caused a non-sufficient funds (NSF) fee. He also expressed concern about the level of customer service he received. When I spoke with Mr. [redacted], I advised him that a review of his May 29, 2016, call recording revealed that he was told his payment would be refunded--not cancelled. Our system does not allow for the cancellation of payments. When Mr. [redacted] contacted us later, the agents with whom he spoke explained that as his account still had a balance of $121.76 after the initial $131.35 payment was applied, his second payment through his credit card account covered that amount, leaving a credit balance of $9.59. As the balance due was for service rendered and the initial error in making the payment was not a DISH Network error, the agents advised Mr. [redacted] that DISH Network will not normally approve a refund in the situation. Nevertheless, since our agent advised Mr. [redacted] that he would refund the initial payment, I emailed our Refunds Team to request that they approve his refund. I also applied a one-time $30.00 credit to Mr. [redacted]’s DISH Network account, as a courtesy. We sincerely regret any confusion this issue may have caused. 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: Mr. Randy [redacted] [redacted] [redacted] [redacted] [redacted]
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]
September 21, 2016 Dear Ms. [redacted]: On September 19, 2016, we received your complaint, dated September 15, 2016, filed with the Revdex.com. You said that your credit card account was debited $380.00 for unreturned equipment. You returned the...
equipment, but you were denied a refund. You would like your money returned. When we spoke, I advised you that your credit card account was debited for the early termination fee—not unreturned equipment fees. Because you didn’t fulfill your contract, a $380.00 early termination fee was applied to your account. In addition, the contract you agreed to authorizes DISH Network to debit your credit card account for unreturned equipment and/or early termination fees. Therefore, I am unable to process a refund. The unreturned equipment fees were reversed when the leased equipment was received. As a courtesy, I waived the remaining balance ($196.73) on your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
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]
*
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.
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 because Dish had removed all charges and the referring account was closed and removed from the Credit Burials. However, I do have a letter from that DISH acknowledging copying and pasting my signatures throughout other contracts without my authorization or knowledge. If DISH Network doesn't honor their commitment with me and the authorities I will pursue with Criminal Charges.
Sincerely,
[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 ###-###-####
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]
Complaint: [redacted]
I am rejecting this response becaus: the dish network has charged my credit card the new amount; which is $20 more for the month of december. I would like to see Dish network refund me the $20 and correct the billing amount for future billing.Thanks**
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]
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]
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
Tell us why here...July 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 27, 2016, we received your rebuttal, dated July 27, 2016, filed with the Revdex.com. You disagreed with my previous response to your concerns. We are unable to alter the account records. Your account was disconnected due to nonpayment on January 21, 2015. The payment of $31.10 for service rendered was made after the account was reported to collections. The return boxes and labels were delivered by UPS to your home on March 26, 2015. Because the leased equipment was not returned in a timely manner, the equipment fees charge of $98.00 was sent to collections. When you requested return boxes in October 2015, the equipment had become obsolete and was no longer required to be return. Ms. [redacted] a DISH Network Dispute Resolution Specialist, removed the balance of $98.00 from your account on June 26, 2016. This information will be updated with the credit bureaus; please allow eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[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]
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]