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,
Bernice [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] Dear Ms. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges. You maintain that you were told a monthly discount would be applied for two years. You also said you were advised that you could not reduce your programming package. Your service was activated on February 11, 2015, with a 24-month commitment. A review of the sales call recording revealed that the correct pricing information was disclosed. The representative told you that a $35.00 monthly discount would apply for the first year, making your monthly rate $65.99 plus tax. After the first year, it would increase to the normal monthly rate which is $116.99 plus tax. Please be advised that your programming package can be changed at any time. We appreciate that you brought your customer service concern to our attention so that we may address it internally with the appropriate personnel. When I spoke with you by phone on January 12, 2016, I advised you that we are unable to extend the monthly discount for the second year of service; however, your package can be changed to reduce your monthly price. Although you indicated that you would call me back to go over the available package, I did not receive a call. Your currently subscribe to the following services: · America’s Top 200 $79.99 · DVR service fee $12.00 · DISH Movie pack $5.00 for six months (regularly $10.00) · Protection Plan $8.00 · Two Joey receivers $14.00 (7.00 each) · Encore movies $3.00 for six months (regularly $6.00) Please note that your basic package can be changed to the America’s Top 120 package ($64.99) or the Smart package ($36.99). While the DVR service fee and Joey receiver fees cannot be removed because they are based on the equipment on your account, the other services can be removed at any time. You may contact me or our Customer Service Department at 1-800-333-3474 to make any programming changes on your account. The changes may also be made through our website at www.mydish.com. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Re: Revdex.com Complaint # [redacted] 8[redacted]0 Dear Mr. [redacted]: On April 27, 2016, we received your complaint, dated April 26, 2016, filed with...
the Revdex.com. You disputed the signature on your agreement and you requested to have your early termination fee waived. When we spoke, I advised you that our records indicate that you were advised of the 24-month commitment prior to initiating your DISH Network account. While you received the benefits of the 24-month commitment, including a free installation and discounted pricing for the first 12 months, and even though our records indicate that you agreed to the terms of the commitment, I made an exception and waived your early termination fee. Please contact us at ###-###-#### when you wish to disconnect 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
August 18, 2016 Dear Ms. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You said that you are having billing issues and you need assistance. When we spoke by phone, you said that...
you agreed to a rate of $53.00 to receive the America’s Top 200 programming package. I reviewed the recording of your sales call and I found that you agreed to receive our Smart Pack for $53.70. I informed you that the best rate we can offer on the America’s Top 200 is $74.99, plus tax. I advised you that I can reduce your early termination fee from $480.00 to $99.00, if you choose to disconnect your account. I also offered the Flex programming package for $44.99, plus tax. You agreed to receive the Flex package for the time being. You said that you would call me back if you decide to disconnect your service or upgrade your programming. 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 ###-###-####
February 26, 2016 Mr. [redacted]. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You said that your credit report reflects that you owe DISH Network money, and you disputed this. You requested that the charges be waived, and for your credit report to be amended. When we spoke I told you that when your DISH Network account was closed, it was done so with a zero balance. I advised you that I will need a copy of your credit report in order to assist you. You agreed to forward me a copy. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Tell us why here...
Initial Business Response /* (1000, 4, 2015/05/20) */
May 19, 2015
Mr. [redacted]
[redacted] S. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the Better...
Business Bureau.
You said that you were told you would have to pay an early termination fee if you disconnected your account due to an equipment upgrade you agreed to;however, you stated that you decided to not upgrade your equipment and therefore, should not be held to the contract.
When we spoke by phone, I explained that our records reflect that the contract was removed from your account on April 30, 2015. I apologized for the inaccurate information you received and agreed to close your account. I advised you that you will not be charged an early termination fee and I agreed to remove the balance from your account and waive your return shipping fee.
I informed you that your account is paid in full and to return your leased equipment to avoid unreturned equipment fees.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because my requests were met, however I never agreed to an equipment upgrade of which they have failed to provide a contract indicating so.
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]
Initial Business Response /* (1000, 5, 2015/11/06) */
November 3, 2015
[redacted]
[redacted] H [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 29, 2015, we received your correspondence, dated October...
28, 2015, filed with the Revdex.com.
You stated that you experienced reoccurring signal loss with your DISH Network service. You made several unsuccessful attempts to resolve the matter which led you to disconnect your service. You continued to be billed for the internet service until it was disconnected in April 2015. You have also been billed for an early termination fee and for unreturned equipment. All of the leased equipment was returned and you requested that the early termination fee be waived. You are asking that the $371.90 balance be resolved and removed from your credit report.
When we spoke on October 29, 2015, I agreed to resolve the $370.90 balance, as a courtesy. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
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]
Initial Business Response /* (1000, 5, 2015/07/10) */
July 6, 2015
Mr. [redacted]
XXXX XXXst [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your complaint, dated June 30, 2015,...
filed with the Revdex.com.
You indicated that when two door-to-door salesmen came to your house, you thought you were upgrading your Comcast equipment and instead the DISH Network system was installed. Your wife did not understand the equipment and you disconnected the service.
When I spoke with you by telephone today, I apologized for the information you received. I forwarded your feedback regarding the sales representatives for further research.
I removed the $480.00 early termination fee and the remaining balance of $132.69. I also removed the first month's bill of $69.08 and submitted a refund.
Please return the Hopper and [redacted] and remotes to avoid any unreturned equipment fees. 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
August 31, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated...
August 27, 2015, filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you attempted to cancel your service the same day it was installed because you did not receive the promised channels.
Your service was activated on June 5, 2015, with a 24-month commitment with our Smart package. DISH Network does not offer a trial period for our service.
Our records reveal that your programming was changed to the America's Top 120 package on June 5, 2015, to include the requested channels, and a monthly credit of $10.00 was also applied to your account for 24 months.
When I spoke with you by phone on August 28, 2015, I advised you that I made an exception and waived your 24-month commitment. I also disconnected your service.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. 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]
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]
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]
Dear Ms. [redacted]: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com. You said that you were told your rate would be $38.99 a month and that this rate is not being honored. You requested that we honor the rate you were quoted and provide...
a credit for the month you were billed more. When we spoke by phone, I told you that our records don’t reflect that we offered you a rate of $38.99. On June 1, 2015, we offered you a $40.00 monthly credit for six months. We provided the credit and at this point no further credits will be offered. I also advised you that I will forward the information about the agents with whom you spoke to the appropriate personnel. 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 ###-###-####
March 20, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 20, 2017, we received your complaint, dated March 17, 2017, filed with the Revdex.com. You maintain that you were told that you had a trial period when you ordered dishNET internet service. As I explained when we spoke, I reviewed all calls on the account associated with internet service and I found no offer was made for a trial period. We were contacted on May 11, 2016, February 1, 2017, and February 2, 2017. Internet service was ordered on the third call. 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]
Dear Ms. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. You expressed concern with the early termination fees to disconnect your service. You maintain that you did not receive the internet service as promised. You also...
stated that you were required to obtain TV service. Your internet and TV services were activated on September 17, 2015, with a 24-month commitment for each service. Our records reveal that the term commitment for your internet service was waived on December 21, 2015, and the service was canceled on December 23, 2015, leaving the TV service active. A review of the sales call found that you inquired about internet and TV services in your area. We did not find that the representative told you TV service was required with the internet service, or that you indicated at any time that TV service was not needed or wanted. When I spoke with you by phone today, I advised you that we are unable to waive the 24-month commitment for your TV service. An early termination fee will apply if you choose to disconnect your service. 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-Friday, 6:30 am – 3:00 pm MDT ###-###-####
[redacted] Dear Ms. [redacted]: On April 20, 2017, we received your correspondence, dated April 19, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on April 25, 26 and 27, 2017, and I left three voice messages. When I called [redacted], there was no option to leave a message. I also sent an email to you at [redacted]. You said that a technician was unable to access your roof to upgrade your equipment. You requested a credit for programming I would like to schedule a free DISH’n It Up equipment upgrade for the Whole Home Hopper 3 system. Please contact me directly and I will schedule a Field Service Manager to perform the installation. As a courtesy, I applied a credit of $49.99 to your account for one month of the America’s Top 120+ package. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [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,
Bernice [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]
January 15, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges. You maintain that you were told a monthly discount would be applied for two years. You also said you were advised that you could not reduce your programming package. Your service was activated on February 11, 2015, with a 24-month commitment. A review of the sales call recording revealed that the correct pricing information was disclosed. The representative told you that a $35.00 monthly discount would apply for the first year, making your monthly rate $65.99 plus tax. After the first year, it would increase to the normal monthly rate which is $116.99 plus tax. Please be advised that your programming package can be changed at any time. We appreciate that you brought your customer service concern to our attention so that we may address it internally with the appropriate personnel. When I spoke with you by phone on January 12, 2016, I advised you that we are unable to extend the monthly discount for the second year of service; however, your package can be changed to reduce your monthly price. Although you indicated that you would call me back to go over the available package, I did not receive a call. Your currently subscribe to the following services: · America’s Top 200 $79.99 · DVR service fee $12.00 · DISH Movie pack $5.00 for six months (regularly $10.00) · Protection Plan $8.00 · Two Joey receivers $14.00 (7.00 each) · Encore movies $3.00 for six months (regularly $6.00) Please note that your basic package can be changed to the America’s Top 120 package ($64.99) or the Smart package ($36.99). While the DVR service fee and Joey receiver fees cannot be removed because they are based on the equipment on your account, the other services can be removed at any time. You may contact me or our Customer Service Department at 1-800-333-3474 to make any programming changes on your account. The changes may also be made through our website at www.mydish.com. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
Re: Revdex.com Complaint # [redacted] 8[redacted]0 Dear Mr. [redacted]: On April 27, 2016, we received your complaint, dated April 26, 2016, filed with...
the Revdex.com. You disputed the signature on your agreement and you requested to have your early termination fee waived. When we spoke, I advised you that our records indicate that you were advised of the 24-month commitment prior to initiating your DISH Network account. While you received the benefits of the 24-month commitment, including a free installation and discounted pricing for the first 12 months, and even though our records indicate that you agreed to the terms of the commitment, I made an exception and waived your early termination fee. Please contact us at ###-###-#### when you wish to disconnect 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
August 18, 2016 Dear Ms. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You said that you are having billing issues and you need assistance. When we spoke by phone, you said that...
you agreed to a rate of $53.00 to receive the America’s Top 200 programming package. I reviewed the recording of your sales call and I found that you agreed to receive our Smart Pack for $53.70. I informed you that the best rate we can offer on the America’s Top 200 is $74.99, plus tax. I advised you that I can reduce your early termination fee from $480.00 to $99.00, if you choose to disconnect your account. I also offered the Flex programming package for $44.99, plus tax. You agreed to receive the Flex package for the time being. You said that you would call me back if you decide to disconnect your service or upgrade your programming. 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 ###-###-####
February 26, 2016 Mr. [redacted]. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You said that your credit report reflects that you owe DISH Network money, and you disputed this. You requested that the charges be waived, and for your credit report to be amended. When we spoke I told you that when your DISH Network account was closed, it was done so with a zero balance. I advised you that I will need a copy of your credit report in order to assist you. You agreed to forward me a copy. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Tell us why here...
Initial Business Response /* (1000, 4, 2015/05/20) */
May 19, 2015
Mr. [redacted]
[redacted] S. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the Better...
Business Bureau.
You said that you were told you would have to pay an early termination fee if you disconnected your account due to an equipment upgrade you agreed to;however, you stated that you decided to not upgrade your equipment and therefore, should not be held to the contract.
When we spoke by phone, I explained that our records reflect that the contract was removed from your account on April 30, 2015. I apologized for the inaccurate information you received and agreed to close your account. I advised you that you will not be charged an early termination fee and I agreed to remove the balance from your account and waive your return shipping fee.
I informed you that your account is paid in full and to return your leased equipment to avoid unreturned equipment fees.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because my requests were met, however I never agreed to an equipment upgrade of which they have failed to provide a contract indicating so.
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]
Initial Business Response /* (1000, 5, 2015/11/06) */
November 3, 2015
[redacted]
[redacted] H [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 29, 2015, we received your correspondence, dated October...
28, 2015, filed with the Revdex.com.
You stated that you experienced reoccurring signal loss with your DISH Network service. You made several unsuccessful attempts to resolve the matter which led you to disconnect your service. You continued to be billed for the internet service until it was disconnected in April 2015. You have also been billed for an early termination fee and for unreturned equipment. All of the leased equipment was returned and you requested that the early termination fee be waived. You are asking that the $371.90 balance be resolved and removed from your credit report.
When we spoke on October 29, 2015, I agreed to resolve the $370.90 balance, as a courtesy. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
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]
Initial Business Response /* (1000, 5, 2015/07/10) */
July 6, 2015
Mr. [redacted]
XXXX XXXst [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your complaint, dated June 30, 2015,...
filed with the Revdex.com.
You indicated that when two door-to-door salesmen came to your house, you thought you were upgrading your Comcast equipment and instead the DISH Network system was installed. Your wife did not understand the equipment and you disconnected the service.
When I spoke with you by telephone today, I apologized for the information you received. I forwarded your feedback regarding the sales representatives for further research.
I removed the $480.00 early termination fee and the remaining balance of $132.69. I also removed the first month's bill of $69.08 and submitted a refund.
Please return the Hopper and [redacted] and remotes to avoid any unreturned equipment fees. 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
August 31, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated...
August 27, 2015, filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you attempted to cancel your service the same day it was installed because you did not receive the promised channels.
Your service was activated on June 5, 2015, with a 24-month commitment with our Smart package. DISH Network does not offer a trial period for our service.
Our records reveal that your programming was changed to the America's Top 120 package on June 5, 2015, to include the requested channels, and a monthly credit of $10.00 was also applied to your account for 24 months.
When I spoke with you by phone on August 28, 2015, I advised you that I made an exception and waived your 24-month commitment. I also disconnected your service.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. 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]
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]
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]
Dear Ms. [redacted]: On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com. You said that you were told your rate would be $38.99 a month and that this rate is not being honored. You requested that we honor the rate you were quoted and provide...
a credit for the month you were billed more. When we spoke by phone, I told you that our records don’t reflect that we offered you a rate of $38.99. On June 1, 2015, we offered you a $40.00 monthly credit for six months. We provided the credit and at this point no further credits will be offered. I also advised you that I will forward the information about the agents with whom you spoke to the appropriate personnel. 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 ###-###-####
March 20, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 20, 2017, we received your complaint, dated March 17, 2017, filed with the Revdex.com. You maintain that you were told that you had a trial period when you ordered dishNET internet service. As I explained when we spoke, I reviewed all calls on the account associated with internet service and I found no offer was made for a trial period. We were contacted on May 11, 2016, February 1, 2017, and February 2, 2017. Internet service was ordered on the third call. 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]
Dear Ms. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. You expressed concern with the early termination fees to disconnect your service. You maintain that you did not receive the internet service as promised. You also...
stated that you were required to obtain TV service. Your internet and TV services were activated on September 17, 2015, with a 24-month commitment for each service. Our records reveal that the term commitment for your internet service was waived on December 21, 2015, and the service was canceled on December 23, 2015, leaving the TV service active. A review of the sales call found that you inquired about internet and TV services in your area. We did not find that the representative told you TV service was required with the internet service, or that you indicated at any time that TV service was not needed or wanted. When I spoke with you by phone today, I advised you that we are unable to waive the 24-month commitment for your TV service. An early termination fee will apply if you choose to disconnect your service. 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-Friday, 6:30 am – 3:00 pm MDT ###-###-####
April 27, 2017 [redacted]
* Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On April 20, 2017, we received your correspondence, dated April 19, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on April 25, 26 and 27, 2017, and I left three voice messages. When I called [redacted], there was no option to leave a message. I also sent an email to you at [redacted]. You said that a technician was unable to access your roof to upgrade your equipment. You requested a credit for programming I would like to schedule a free DISH’n It Up equipment upgrade for the Whole Home Hopper 3 system. Please contact me directly and I will schedule a Field Service Manager to perform the installation. As a courtesy, I applied a credit of $49.99 to your account for one month of the America’s Top 120+ package. 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]