Complaint: [redacted]
I am rejecting this response because: I appreciate [redacted] finally saying that there was no contract, that part I accept, but I do not accept the fact that she is going to cancel my account now by sending boxes. I did not want to cancel after they finally admitted that there was no signed contract. I appreciate her attention to this matter, but I did tell her on the phone that I DID NOT want to cancel service. So as long as there is no signed contract and she does not cancel my service , I am in agreement to everything. Thanks, as soon as I get confirmation that I am not going to be cancelled I will accept the response from Dish Network. And hope to be a dish customer for many more years.
Sincerely,
July 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 22, 2016, we received your rebuttal, dated July 19, 2016, filed with the Revdex.com. You indicated that you have been unable to reach your claims manager. You may call [redacted] and speak with anyone at that number for assistance regarding your claim. 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]
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. I ask for a credit on the account mailed to me, and to have some sort of proof that my credit has been corrected.Thank you so much for your help. It is very appreciated.
Sincerely,
[redacted]
December 28, 2015[redacted].[redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms....
[redacted]:On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com.You stated that when you purchased your DISH Network service on December 7, 2015, you were under the impression that you would have access to programming that was not available in the package you selected. This led you to disconnect your service on December 17, 2015. You have been charged a $480.00 early termination fee. You thought that you had a three-day trial period within which you could disconnect your service without penalty. You requested that your early termination fee be waived. My three attempts to contact you at ([redacted] on December 22, 23 and 28, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. Due to the expense of service installation, DISH Network does not offer any type of trial period. The early termination fee is a valid charge once the contract is signed. I have reviewed your sales call and the information that you were provided was valid and correct. However, as a courtesy, I can replace your $480.00 early termination fee with a $99.00 activation fee, thereby removing the contractual commitment. Please contact me to accept this offer. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI(720) 514-7249Enclosurecc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
May 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 20, 2016, we received your complaint, dated May 18, 2016, filed with the Revdex.com. You said that you were offered a monthly discount for 18 months, but only received six months. You requested that we honor the offer you were promised. When we spoke, I informed you that our records reflect that we agreed to apply a $25.00 monthly credit for six months to your account on July 28, 2015. There is no record of an offer being made for 18 months. Therefore, no further credit will be applied to your account. 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]
[redacted]
Dear Ms. [redacted]:
On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com.
You stated that you received...
advertisements for DISH Network service and you have made several unsuccessful attempts to have them stopped. You requested that your address be removed from the mailing list.
When we spoke on December 29, 2015, I confirmed that we have placed your address, PO Box, phone number and email address on our internal Do Not Contact list. Additionally, I brought your concerns to the attention of our Marketing Department. Please allow 30 days for the mailings to cease.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
[redacted]
September 12, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On September 1, 2017, we received your complaint, dated August 31, 2017, filed with the Revdex.com. You stated that you had our service in 2015 and you maintain that you did not receive the boxes to return your DISH Network equipment. You also indicated that an agent told you to dispose of the equipment. In addition, you disputed your account being referred to collections. You requested that the $419.75 balance be reversed and removed from collections. A review of this account reveals that the service was disconnected on August 31, 2011. We have no record of an account in 2015. Our records reveal that we shipped boxes to the address on the account on October 4, 2011, under [redacted] tracking number[redacted]. We regret that you did not receive them. There is no record of you contacting us and providing us with a different shipping address. We also have no record of an agent telling you to dispose of the equipment. However, on October 3, 2011, you contacted us to inform us that you will be throwing the equipment in the garbage. Although the equipment was never returned and the charges are valid, when I spoke with you by telephone today, I advised you that we made an exception and reversed the account balance. It will also be removed from collection. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: I don't feel as she address my concern my problem is the rep who told me I could have my extension should not have lied to me. I think their reps should be better trained and not just tell a customer what they want to hear
Sincerely,
[redacted]
September 5, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 31, 2017, we received your complaint, dated August 30, 2017, filed with the Revdex.com. You indicated that an installer did not arrive for the appointment that was scheduled for August 30, 2017. You stated that when you contacted us by phone, you were assured that the appointment would be kept; however, the installer never came. Our records show that you opted to cancel the installation appointment because we were unable to complete the installation until September 2, 2017. When I spoke with you by phone on September 1, 2017, I thanked you for bringing this matter to our attention so we may address it internally with the appropriate personnel. I apologize for any inconvenience this issue may have caused you. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/05/29) */
May 28, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 26, 2015, we received your complaint, dated May 25, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on May 26, 27 and 28, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You stated that DISH Network charged you for equipment that you don't have. You requested that the charges be waived and to receive a refund, as you were unable to establish service due to landlord restrictions.
A review of your account reveals that all charges have been reversed. Also, a refund of $60.67 will be applied to your credit card account within five business days.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
June 30, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On June 29, 2017, we received your rebuttal, dated June 23, 2017, filed with the Revdex.com. You expressed concern regarding not receiving a refund of $595.00. A review of your account reveals that Ms. [redacted] did submit a refund for the $595.00 payment. However, our refunds department disapproved the refund as the funds were returned to the account they were debited from on March 6, 2017, through a payment dispute we received. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dear Ms. [redacted]: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com. You stated that you have experienced an ongoing problem with the auto-payment on your DISH Network account. Your attempts to resolve the matter have been unsuccessful and...
resulted in a disconnection and a service interruption. You requested that this matter be corrected permanently. When we spoke on April 6, 2016, I verified that this issue was addressed by Mr. [redacted], a DISH Network Dispute Resolution Specialist, on April 4, 2016. You stated that you wished to confirm this resolution with the automatic withdrawal of your April 29, 2016, payment before you would consider the matter closed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
December 14, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com.You said that when you canceled your...
service, you were told by an agent that no fees would be applied to your account unless you failed to return the leased equipment. You disputed the payment of $240.00 that was collected. You requested a refund and said that you will pay the balance in January 2018. We have no record of the events you described. You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, you authorized DISH Network to collect a payment with your qualifying credit card account ending in [redacted] for the early termination and unreturned leased equipment fees. I enclosed a copy of your signed DHA agreement for your review. Our records reveal that your service was disconnected due to nonpayment on July 23, 2017. We have no record that you called to cancel your service prior to this date. Because your account was disconnected prior to the promotional fulfillment date, you were billed $240.00 for the early termination fee. A payment was collected for this fee on December 11, 2017, from your qualifying credit card account. Please note that we sent a ten-day notification email to you at [redacted] on October 6, 2017. This notice discloses our upcoming attempts to collect payment for the early termination fee.When you spoke with Ms. Kimber S[redacted], a DISH Network Case Manager from the Executive Escalations Team, via email on December 12, 2017, she informed you that we are unable to honor your refund request. We ask that the balance of $285.81 be paid for service rendered through the disconnection date. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]Sincerely,Christina A[redacted]Case Manager Executive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST(720) 514-7082Enclosurecc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210
[redacted]
December 16, 2016 Mr. Robb Patterson 387 Race St. San Jose, CA 95126 Re: Revdex.com Complaint # 11858058 ...
8255909900092526-3565647 Dear Mr. Patterson: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in May 2015. You indicated that you recently received a bill from DISH Network for $415.87 for unreturned leased equipment, but you had returned the equipment when you disconnected the account. You requested that this balance be resolved. When we spoke on December 9, 2016, I explained that our records indicate your account was placed on pause for six months in May 2015. The account was not disconnected at that time. The pause ended in December 2015 and normal billing resumed for monthly service. Payments were collected from a MasterCard ending in 7171. This continued until your account was disconnected in September 2016. We did not receive the leased equipment and unreturned equipment charges were applied to your account in November 2016, resulting in the $415.87 balance. Adjustments have since been made to that balance, reducing it to $266.44. When we spoke, you indicated that you were out of the country and did not have your records. Our attempts to speak since your return have been unsuccessful. Please feel free to contact me at (720) 514-7249 with the tracking information on the leased equipment return and we can discuss your account in more detail. Sincerely, Shelley Antrillo Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI (720) 514-7249 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David Laslo
Dear Mr. [redacted]: On January 29, 2016, we received your correspondence, dated January 28, 2016, filed with the Revdex.com. You mentioned that your monthly billing rate increased. You maintain you did not sign the Digital Home Advantage (DHA) agreement and you disputed the early...
termination fee. You established your account under the DHA promotion with a 24-month commitment through Skyweb Networking Inc., an independent retailer. The installation was also performed by this retailer. Because you agreed to the term commitment, we provided you with a monthly $35.00 discount for 12 months, and the HBO, Showtime and Cinemax channels and DISH Movie Pack free for three months. Please note that when the free service ended, the regular price applied. For this reason, your bill increased by $50.00. Per your request, the premium channels were removed on January 19, 2016, and a prorated credit of $41.92 was applied to your account. I applied an additional credit of $8.08 to your account, making the premium channels free through the removal date. When we spoke today, I advised you that the DHA agreement is signed during the installation of service. Since we are unable to verify who signed the agreement, I waived your $380.00 early termination fee. Per your request, the service will be disconnected on February 5, 2016. I also reversed the five $35.00 promotional credits from your account for programming for a total of $175.00. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home by UPS. I waived the return shipping fees for the equipment return. Your feedback and concerns will be shared with the appropriate personnel for internal review. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because:Dear DishNetwork Dispute Resolution SpecialistSomeone from your office did call me and explained the service form I signed for the service man was indeed the same form you used for me releasing you from all valid damages. The only form I signed was for the service man, he said it was to get him paid for coming. He would turn it in and then you would contact me on how to resolve the issue. I was never offered a copy of the form and still have not seen one to this date. Furthermore I would never say "I would have like the hole near the baseboard but 5 ft up the wall would be fine" because it is not.
Sincerely,
[redacted]
June 23, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On June 22, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You requested to have the holes you reported fixed. I contacted our Corporate Field Resolutions (CFR) Team and they advised me that you should be hearing from your claims manager soon. Please continue to work with CFR and your claims manager to bring about a resolution to your concerns. 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]
October 12, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You said that your monthly rate increased and that you were not advised that your receiver needed a new Smart...
Card in order to receive different programming packages. You also expressed concern about the level of customer you received, and you requested a refund. I attempted to reach you at ###-###-#### on October 10, 11, and, 12, 2016, and I left three voicemails. As I explained in my last message, the Flex pack to which you referred in your complaint is a new package that has been available for around two months. You contacted us on September 26, 2016, and the agent with whom your spoke offered the Flex pack but advised you of the need to update your Smart Card. Please note that the Smart Card never prevented you from receiving any different packages. As our records indicate that your billing is correct for the service that you received, we are unable to provide you with a refund. We appreciate your feedback concerning your experience. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 10, 2015/09/25) */
September 19, 2015
Mr. [redacted]
3http://denver.ebindr.com/ebindr/images/icons16x/scrub.jpg603 [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18,...
2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com.
You indicated that you were not informed that the internet service required a separate satellite dish. The cable was just thrown across your roof and this is not acceptable with your HOA. You disconnected the service and disputed the early termination fees, and the automatic payment that was debited from your credit card account.
When I spoke with you by telephone today, I informed you that I reviewed the sales call and the agent disclosed that a separate dish is required.
Your account was enrolled in the Electronic Funds Transfer automatic payment option. This provides us with the authorization to debit your account for the amount due. Since the early termination fees had been applied to the account, the total amount due was $1,138.33. Additionally, I removed your account from the auto-payment option.
However, I removed both the early termination fees ($420.00 for internet and $480.00 for TV service) and I submitted a refund for $1,138.33.
I also removed the $99.00 TRIA charge from your account, as you are unable to access the TRIA from your roof.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/09/30) */
Please see attachment
Complaint: [redacted]
I am rejecting this response because: I appreciate [redacted] finally saying that there was no contract, that part I accept, but I do not accept the fact that she is going to cancel my account now by sending boxes. I did not want to cancel after they finally admitted that there was no signed contract. I appreciate her attention to this matter, but I did tell her on the phone that I DID NOT want to cancel service. So as long as there is no signed contract and she does not cancel my service , I am in agreement to everything. Thanks, as soon as I get confirmation that I am not going to be cancelled I will accept the response from Dish Network. And hope to be a dish customer for many more years.
Sincerely,
July 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 22, 2016, we received your rebuttal, dated July 19, 2016, filed with the Revdex.com. You indicated that you have been unable to reach your claims manager. You may call [redacted] and speak with anyone at that number for assistance regarding your claim. 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]
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. I ask for a credit on the account mailed to me, and to have some sort of proof that my credit has been corrected.Thank you so much for your help. It is very appreciated.
Sincerely,
[redacted]
December 28, 2015[redacted].[redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms....
[redacted]:On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com.You stated that when you purchased your DISH Network service on December 7, 2015, you were under the impression that you would have access to programming that was not available in the package you selected. This led you to disconnect your service on December 17, 2015. You have been charged a $480.00 early termination fee. You thought that you had a three-day trial period within which you could disconnect your service without penalty. You requested that your early termination fee be waived. My three attempts to contact you at ([redacted] on December 22, 23 and 28, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. Due to the expense of service installation, DISH Network does not offer any type of trial period. The early termination fee is a valid charge once the contract is signed. I have reviewed your sales call and the information that you were provided was valid and correct. However, as a courtesy, I can replace your $480.00 early termination fee with a $99.00 activation fee, thereby removing the contractual commitment. Please contact me to accept this offer. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI(720) 514-7249Enclosurecc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
May 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 20, 2016, we received your complaint, dated May 18, 2016, filed with the Revdex.com. You said that you were offered a monthly discount for 18 months, but only received six months. You requested that we honor the offer you were promised. When we spoke, I informed you that our records reflect that we agreed to apply a $25.00 monthly credit for six months to your account on July 28, 2015. There is no record of an offer being made for 18 months. Therefore, no further credit will be applied to your account. 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]
[redacted]
Dear Ms. [redacted]:
On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com.
You stated that you received...
advertisements for DISH Network service and you have made several unsuccessful attempts to have them stopped. You requested that your address be removed from the mailing list.
When we spoke on December 29, 2015, I confirmed that we have placed your address, PO Box, phone number and email address on our internal Do Not Contact list. Additionally, I brought your concerns to the attention of our Marketing Department. Please allow 30 days for the mailings to cease.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]need the holes fixed
September 12, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On September 1, 2017, we received your complaint, dated August 31, 2017, filed with the Revdex.com. You stated that you had our service in 2015 and you maintain that you did not receive the boxes to return your DISH Network equipment. You also indicated that an agent told you to dispose of the equipment. In addition, you disputed your account being referred to collections. You requested that the $419.75 balance be reversed and removed from collections. A review of this account reveals that the service was disconnected on August 31, 2011. We have no record of an account in 2015. Our records reveal that we shipped boxes to the address on the account on October 4, 2011, under [redacted] tracking number[redacted]. We regret that you did not receive them. There is no record of you contacting us and providing us with a different shipping address. We also have no record of an agent telling you to dispose of the equipment. However, on October 3, 2011, you contacted us to inform us that you will be throwing the equipment in the garbage. Although the equipment was never returned and the charges are valid, when I spoke with you by telephone today, I advised you that we made an exception and reversed the account balance. It will also be removed from collection. Please allow six to eight weeks for processing. 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]
Complaint: [redacted]
I am rejecting this response because: I don't feel as she address my concern my problem is the rep who told me I could have my extension should not have lied to me. I think their reps should be better trained and not just tell a customer what they want to hear
Sincerely,
[redacted]
September 5, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 31, 2017, we received your complaint, dated August 30, 2017, filed with the Revdex.com. You indicated that an installer did not arrive for the appointment that was scheduled for August 30, 2017. You stated that when you contacted us by phone, you were assured that the appointment would be kept; however, the installer never came. Our records show that you opted to cancel the installation appointment because we were unable to complete the installation until September 2, 2017. When I spoke with you by phone on September 1, 2017, I thanked you for bringing this matter to our attention so we may address it internally with the appropriate personnel. I apologize for any inconvenience this issue may have caused you. 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]
Initial Business Response /* (1000, 5, 2015/05/29) */
May 28, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 26, 2015, we received your complaint, dated May 25, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on May 26, 27 and 28, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You stated that DISH Network charged you for equipment that you don't have. You requested that the charges be waived and to receive a refund, as you were unable to establish service due to landlord restrictions.
A review of your account reveals that all charges have been reversed. Also, a refund of $60.67 will be applied to your credit card account within five business days.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
June 30, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On June 29, 2017, we received your rebuttal, dated June 23, 2017, filed with the Revdex.com. You expressed concern regarding not receiving a refund of $595.00. A review of your account reveals that Ms. [redacted] did submit a refund for the $595.00 payment. However, our refunds department disapproved the refund as the funds were returned to the account they were debited from on March 6, 2017, through a payment dispute we received. 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]
Dear Ms. [redacted]: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com. You stated that you have experienced an ongoing problem with the auto-payment on your DISH Network account. Your attempts to resolve the matter have been unsuccessful and...
resulted in a disconnection and a service interruption. You requested that this matter be corrected permanently. When we spoke on April 6, 2016, I verified that this issue was addressed by Mr. [redacted], a DISH Network Dispute Resolution Specialist, on April 4, 2016. You stated that you wished to confirm this resolution with the automatic withdrawal of your April 29, 2016, payment before you would consider the matter closed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
December 14, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com.You said that when you canceled your...
service, you were told by an agent that no fees would be applied to your account unless you failed to return the leased equipment. You disputed the payment of $240.00 that was collected. You requested a refund and said that you will pay the balance in January 2018. We have no record of the events you described. You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, you authorized DISH Network to collect a payment with your qualifying credit card account ending in [redacted] for the early termination and unreturned leased equipment fees. I enclosed a copy of your signed DHA agreement for your review. Our records reveal that your service was disconnected due to nonpayment on July 23, 2017. We have no record that you called to cancel your service prior to this date. Because your account was disconnected prior to the promotional fulfillment date, you were billed $240.00 for the early termination fee. A payment was collected for this fee on December 11, 2017, from your qualifying credit card account. Please note that we sent a ten-day notification email to you at [redacted] on October 6, 2017. This notice discloses our upcoming attempts to collect payment for the early termination fee.When you spoke with Ms. Kimber S[redacted], a DISH Network Case Manager from the Executive Escalations Team, via email on December 12, 2017, she informed you that we are unable to honor your refund request. We ask that the balance of $285.81 be paid for service rendered through the disconnection date. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]Sincerely,Christina A[redacted]Case Manager Executive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST(720) 514-7082Enclosurecc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210
[redacted]
December 16, 2016 Mr. Robb Patterson 387 Race St. San Jose, CA 95126 Re: Revdex.com Complaint # 11858058 ...
8255909900092526-3565647 Dear Mr. Patterson: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in May 2015. You indicated that you recently received a bill from DISH Network for $415.87 for unreturned leased equipment, but you had returned the equipment when you disconnected the account. You requested that this balance be resolved. When we spoke on December 9, 2016, I explained that our records indicate your account was placed on pause for six months in May 2015. The account was not disconnected at that time. The pause ended in December 2015 and normal billing resumed for monthly service. Payments were collected from a MasterCard ending in 7171. This continued until your account was disconnected in September 2016. We did not receive the leased equipment and unreturned equipment charges were applied to your account in November 2016, resulting in the $415.87 balance. Adjustments have since been made to that balance, reducing it to $266.44. When we spoke, you indicated that you were out of the country and did not have your records. Our attempts to speak since your return have been unsuccessful. Please feel free to contact me at (720) 514-7249 with the tracking information on the leased equipment return and we can discuss your account in more detail. Sincerely, Shelley Antrillo Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI (720) 514-7249 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David Laslo
Dear Mr. [redacted]: On January 29, 2016, we received your correspondence, dated January 28, 2016, filed with the Revdex.com. You mentioned that your monthly billing rate increased. You maintain you did not sign the Digital Home Advantage (DHA) agreement and you disputed the early...
termination fee. You established your account under the DHA promotion with a 24-month commitment through Skyweb Networking Inc., an independent retailer. The installation was also performed by this retailer. Because you agreed to the term commitment, we provided you with a monthly $35.00 discount for 12 months, and the HBO, Showtime and Cinemax channels and DISH Movie Pack free for three months. Please note that when the free service ended, the regular price applied. For this reason, your bill increased by $50.00. Per your request, the premium channels were removed on January 19, 2016, and a prorated credit of $41.92 was applied to your account. I applied an additional credit of $8.08 to your account, making the premium channels free through the removal date. When we spoke today, I advised you that the DHA agreement is signed during the installation of service. Since we are unable to verify who signed the agreement, I waived your $380.00 early termination fee. Per your request, the service will be disconnected on February 5, 2016. I also reversed the five $35.00 promotional credits from your account for programming for a total of $175.00. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home by UPS. I waived the return shipping fees for the equipment return. Your feedback and concerns will be shared with the appropriate personnel for internal review. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because:Dear DishNetwork Dispute Resolution SpecialistSomeone from your office did call me and explained the service form I signed for the service man was indeed the same form you used for me releasing you from all valid damages. The only form I signed was for the service man, he said it was to get him paid for coming. He would turn it in and then you would contact me on how to resolve the issue. I was never offered a copy of the form and still have not seen one to this date. Furthermore I would never say "I would have like the hole near the baseboard but 5 ft up the wall would be fine" because it is not.
Sincerely,
[redacted]
June 23, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On June 22, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You requested to have the holes you reported fixed. I contacted our Corporate Field Resolutions (CFR) Team and they advised me that you should be hearing from your claims manager soon. Please continue to work with CFR and your claims manager to bring about a resolution to your concerns. 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]
October 12, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You said that your monthly rate increased and that you were not advised that your receiver needed a new Smart...
Card in order to receive different programming packages. You also expressed concern about the level of customer you received, and you requested a refund. I attempted to reach you at ###-###-#### on October 10, 11, and, 12, 2016, and I left three voicemails. As I explained in my last message, the Flex pack to which you referred in your complaint is a new package that has been available for around two months. You contacted us on September 26, 2016, and the agent with whom your spoke offered the Flex pack but advised you of the need to update your Smart Card. Please note that the Smart Card never prevented you from receiving any different packages. As our records indicate that your billing is correct for the service that you received, we are unable to provide you with a refund. We appreciate your feedback concerning your experience. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 10, 2015/09/25) */
September 19, 2015
Mr. [redacted]
3http://denver.ebindr.com/ebindr/images/icons16x/scrub.jpg603 [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18,...
2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com.
You indicated that you were not informed that the internet service required a separate satellite dish. The cable was just thrown across your roof and this is not acceptable with your HOA. You disconnected the service and disputed the early termination fees, and the automatic payment that was debited from your credit card account.
When I spoke with you by telephone today, I informed you that I reviewed the sales call and the agent disclosed that a separate dish is required.
Your account was enrolled in the Electronic Funds Transfer automatic payment option. This provides us with the authorization to debit your account for the amount due. Since the early termination fees had been applied to the account, the total amount due was $1,138.33. Additionally, I removed your account from the auto-payment option.
However, I removed both the early termination fees ($420.00 for internet and $480.00 for TV service) and I submitted a refund for $1,138.33.
I also removed the $99.00 TRIA charge from your account, as you are unable to access the TRIA from your roof.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/09/30) */
Please see attachment