December *3, 20*6 Dear Mr. [redacted]: On December 8, 20*6, we received your complaint, dated December 7, 20*6, filed with the Revdex.com. There was no information provided regarding the reason for your complaint. My three attempts to...
contact you at ###-###-#### and ###-###-#### on December 8, 9 and *2, 20*6, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent an email to you at [redacted]@netscape.net (copy enclosed), but I have not received a response. If you still require assistance regarding your complaint, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to**:*5 pm MDT, MON-FRI ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/08/28) */
August 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 17, 2015, we received your complaint, dated August 14, 2015, filed with...
the Revdex.com.
You reported technical issues and requested that they be resolved. You said that data would not transfer to your external hard drive (EHD) and that movies downloaded to your queue were being deleted when your receiver updated.
When we spoke, I recommended that you contact your EHD's manufacturer as DISH Network has no control over the available space on your EHD. When the EHD is first added to your service, DISH Network must format it for communication with our receiver but after that, we have no further influence on it.
As I informed you, I was unable to find any record of any other reports of the issue with the internal queue on your receiver. As such, I sent a replacement receiver to you and requested that you let me know if you have the same issue again.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted a two part complaint and the response from Dish only addresses one part (i.e. the EHD part).
Dish provided a replacement (refurbished) receiver but I am still having issues with the broadband connectivity which pertains to the second part of my initial complaint.
I am glad that Dish is now communicating with me but I still have some further issues that require resolution before the complaint can be fully closed.
Dish also has not addressed my request for at least a partial refund or future credit.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/09/15) */
September 10, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 8, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com.
You indicated that your technical issues were not resolved and you requested adjustments for your bill.
When we spoke, you said that your technical issues were still occurring. You said that you found information from 2011 concerning this issue and you would forward it to me so that I may better investigate it.
As I explained, you are not paying for the Videos On Demandyou are paying for the DISH Movie Package channels. As a courtesy, I applied a monthly $10.00 credit to your account for six months.
Once I have more information that may help resolve this issue, I will forward it to you.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/07/09) */
June 30, 2015
Mr. and Mrs. [redacted] and Marie [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 30, 2015, we received your complaint, dated June...
29, 2015, filed with the Revdex.com.
You said that you have been experiencing ongoing technical issues. Your account has been closed and you expressed concern about being billed for service you didn't receive, and an early termination fee. You requested that the issue be fixed or to have all charges waived.
When we spoke by phone today, I offered to waive the programming balance and send a technician to your home to address the technical issues. I also offered to waive your early termination fee, programming balance and Return Box fees if you didn't want to restore your account. You decided to keep the account closed. I advised you that the balance has been removed and boxes to return your equipment in were delivered today. Once your equipment has been received, your account will be settled.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 8, 2015/06/29) */
June 24, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 17, 2015, filed with the...
Revdex.com.
You expressed concern that your entertainment center was damaged by the DISH Network technician when a technician visit was completed on May 28, 2015. You maintain that no one has contacted you regarding this issue.
Our records reveal that a claim has been opened and is being addressed through our Corporate Field Resolutions (CFR) Department. Please contact Mr. [redacted] directly at XXX-XXX-XXXX, extension XXXXX.
When I spoke with you by telephone today, you informed me that someone from the furniture repair company contacted you on June 19, 2015. They told you that they would call you back to schedule the pickup of the entertainment center to bring to their shop for repair. You requested a speedier reply and I contacted the CFR Department again.
Mr. Bellis notified me that he contacted you and requested a copy of the pictures of the damage to the entertainment center.
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 Business Response /* (1000, 10, 2015/09/18) */
September 9, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 24, 2015, filed with...
the Revdex.com.
You maintain you were told that your monthly bill would be $52.00 and that you would receive a monthly credit of $40.00. Although you maintain that you were told that your next bill would be roughly $17.00, you received a bill for $98.00.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if you do not fulfill the agreement. Enclosed is a copy for your review.
You were also enrolled in an introductory promotion that provided a $30.00 credit for 12 months. This $30.00 credit reduced the America's Top 200 price from $69.99 to $39.99. The credits expired on your February 14, 2015, billing statement.
DISH Network experienced a $5.00 a month price increase in February 2015. Therefore, we provided you with a $5.00 credit for the final month of the promotion. This credit is reflected on your February 14, 2015, billing statement.
We have no record of any contact from you on June 6, 2015. However, I reviewed the call we received on April 5, 2015, during which the $40.00 monthly credit for five months was offered. The agent quoted you a monthly price of $55.99 before tax for the next five months. He informed you that the credit would appear on your next bill. There was no mention of a $17.00 bill.
The credits are applied to your account on the 6th of each month. Therefore, the first credit appeared on your April 14, 2015, billing statement. The statement was for the amount due of $51.39 but you used the following month's credit and made a payment of only $11.39. To avoid confusion, you need to pay the amount shown on the actual billing statement.
Because you used the $40.00 credit that was intended for the following month's service, the May 14, 2015, billing statement reflected the regular charges.
Then on August 5, 2015, we received a dispute in regard to a $40.00 payment. Once a payment is disputed, the service is automatically disconnected. Additionally, this caused your July 14, 2015, amount due to increase from $57.79 to $97.79, and your service was interrupted.
Although the complete balance due should have been collected, your service was restarted with a $5.28 payment.
On August 14, 2015, the $40.00 was returned to us from your financial institution and your balance due was reduced to $58.99 since the funds were now back on the account.
Your billing is correct. Please pay the amount due on the actual billing statement.
Since you chose to disconnect your service on August 15, 2015, you did not fulfill the 24-month commitment and a $160.00 early termination fee (plus tax) was applied to your account. You were charged two $10.00 box return fees. However, I reversed the box return fees and because of the $40.00 credit, the remaining balance due is $149.64.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per the rep of dish I was given a rate of 55 per month. I was billed for 98 in May which was paid. However I called 6/3 to make a complaint. I was told I would receive a $40 credit on next bill which would be $17. 55 minus the 40 credit. Instead I was charged 98 again with a 40 credit which came to 57. So I have never received the 55 rate as the rep indicated I was promised. I have the recording which states I was to be given that rate on 4/5/15. So again another lie. I'm not paying anything goes but $17.
Final Business Response /* (4000, 14, 2015/10/02) */
September 25, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 24, 2015, we received your complaint, dated September 21, 2015, filed with the Revdex.com.
You continue to maintain that on June 3, 2015, you were told to make a payment of $17.79, and you will only pay that amount. You claim that you were to receive a $40.00 monthly credit.
A review of this account does not indicate any calls on June 3, 2015. Further review of your claim reveals that during a call made on June 30, 2015, the agent informed you that your next bill would be $17.79. However, the information you were provided is incorrect, and for this I apologize. Nevertheless, as previously advised, please pay the amount due on the billing statement.
As an exception, I submitted a refund of $40.00.
During a call we received on April 5, 2015, you were provided a $40.00 monthly credit for five months. The agent quoted you a monthly price of $55.99 before tax for the next five months. He informed you that the credit would appear on your next bill. Because you only made partial payments rather than the amount shown on the billing statement, a balance carried over and your bills did not reflect the $55.99 that you were being billed.
Please refer to my correspondence dated September 9, 2015, as it provides details of your billing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 28, 2015
Ms. [redacted]
[redacted].
Little Rock, AR 72206
Re: Revdex.com Complaint # 75254063
8255909048111881-3495179
Dear Ms. [redacted]:
On April 27, 2015, we received your correspondence, dated April 24, 2015,...
filed with the Revdex.com.
You expressed the following concerns:
Cancelation of service
Billing
Return of equipment
Per your request, your service was canceled on March 12, 2015.
You previously subscribed to the America's Top 200 package and DVR service with the Protection Plan. The monthly billing rate before tax and discounts is $89.99. Our records reveal that you received monthly courtesy credits of $15.00 for ten months and a monthly $10.00 credit for six months. When the credits rolled off on February 3, 2015, the regular price was applied. Our records show that the billing is accurate. Please note that DISH Network does not bill for service six months in advance. I regret any confusion.
When we spoke today, I advised you that a refund of $86.44 was submitted. Please allow five business days for processing. This refund is for the last payment collected for service.
I also informed you that your 625 model receiver is obsolete and is not required to be returned to DISH Network. This receiver has been removed from your account and you will not be billed for the equipment. You accepted this resolution.
I regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082.
Sincerely,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(720) 514-7082
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
Initial Business Response /* (1000, 6, 2015/10/02) */
September 25, 2015
Mr. [redacted]
[redacted]
Granite Falls, NC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 23, 2015, we received your correspondence, dated September 22,...
2015, filed with the Revdex.com.
You stated that you received a credit report notification that indicated that you had a $230.81 outstanding balance owed to DISH Network on your disconnected account. When you contacted DISH Network about the charge, you were told it was for unreturned leased equipment. You were later informed it was for your early termination fee. You requested that this balance be resolved and removed from your credit report. Additionally, you indicated that this matter has delayed your purchase of a new home and you requested $500.00 compensation.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on September 23, 24 and 25, 2015, were unsuccessful. However, I was able to leave a message and my contact information at (XXX) XXX-XXXX. I also sent an email to you at [redacted]@gmail.com and [redacted]@gmail.com (copy enclosed), but I have not received a response.
I confirmed that the $230.81 balance owed is for your early termination fee. Upon retrieving a copy of your contract, I determined that the signature was not successfully captured on the electronic tablet and as a courtesy, I waived your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. I am unable to meet your request for additional compensation.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dish advertises a quality viewing experience and this is not what I experienced from the date of installation. I now have services with a new vendor and my viewing experience has been "excellent" as of the date of installation and, as it should be. Dish did not deliver the quality viewing experience it advertises and makes consumers commit to contracts. It feels like a trap. After the termination date of services, Dish went into my checking account and withdrew the penalty fees without my consent. I believe this is called, theft. I'm extremely disappointed at the misleading business practice of Dish. I believe Dish should be refunding me the money it took out of my checking account without my consent.
Sincerely,
[redacted]
Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You said that you were charged for the movie package during the free period. In addition, you indicated that you are not being billed the $91.99 a month rate you...
were quoted, and you are being billed a $15.00 DVR fee. You requested that your bill be corrected. When we spoke, I explained that there were charges for the movie packages on your April and May 2016 billing statements. The charges from your May 2016 statement were removed, as you received a prorated credit of $36.64 for HBO, Showtime, Cinemax and Starz and a credit of $7.33 for the DISH Movie package. An agent then provided a $16.03 credit to offset the charges. I agreed to add a credit of $61.87 to offset the charges on your April 2016 billing statement. Furthermore, I explained that the rate increased because your Protection Plan free period expired and you are now billed $8.00 a month for the service. I removed the Protection Plan at your request. I advised you that your monthly rate is not $91.99. 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 ###-###-####
December 13, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On December 13, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.com. You expressed further concern with the early termination fee that was applied to your account. You again stated that you did not agree to a new term commitment. A new 24-month commitment was added to your account on August 18, 2016. As previously advised, this was a stipulation for the programming price offer that was applied to your account. The customer service call from this date confirmed that our agent disclosed and you agreed to the new term commitment. You also added the offer and accepted the term commitment through your online account the same day. The early termination fee remains valid. 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, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015,...
filed with the Revdex.com.
You said that you were told your bill was to be $28.99 per month. You maintain your home was damaged during the installation and you requested that the damage be repaired. You also disputed the early termination fee.
You previously received a $25.00 monthly credit for 12 months and a $5.00 price protection credit for nine months. When the credits ended on September 27, 2015, you were billed the regular program price. On this same date, per your request, the programming package was downgraded.
When we spoke today, I advised you that you currently subscribe to the following service:
Smart Pack $34.99
Three HD receiver fee $21.00 ($7.00 per receiver)
Protection Plan $8.00
The monthly billing rate before tax and credits is $63.99. As a courtesy, we are applying a $10.00 monthly credit for six months starting September 27, 2015. Because the promotional credits ended and the programming package was changed, your billing amount changed. We have no record of the rate you referenced.
I informed you that your concerns regarding the alleged damage to your home were forwarded to the DISH Network Corporate Field Resolutions Team for review. A member of this team will contact you directly.
I asked that you contact DISH Network directly when you are experiencing the technical issues, so that we may troubleshoot the matter over the phone. If necessary, a technician visit will be scheduled.
Because you are dissatisfied with the service, I waived your early termination fee. You may cancel the service at any time without a penalty. You said you will discuss this with your wife and you will call to disconnect the service at a later date.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 12, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2018, we received your correspondence, dated February 7, 2018, filed with the Revdex.com. You said that a technician removed the [redacted] equipment from your home and when the DISH Network equipment was installed, there was no line of sight. You indicated that you declined a pole mount in your yard. You expressed dissatisfaction as the technician would not re-install the [redacted] equipment, and you stated you will have to pay a fee to reconnect that service. When we spoke today, I explained that our technicians are not authorized to install non-DISH Network equipment. Your feedback and your concerns will be shared internally with the appropriate personnel. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 12, 2015
Mr. [redacted]
PO [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better Business...
Bureau.
You said that the DISH Network technician did not provide you with an HDCP-compliant cable, causing you the loss of high definition channels.
I attempted to reach you at (XXX) XXX-XXXX on May 8, 11 and 12, 2015, and I left three voicemails.
In my last message I advised you that DISH Network technicians are not required to provide HDMI cables. Our records indicate that a technician was dispatched to your home on May 7, 2015, for this issue. The technician found that a model 211z receiver was defective and he replaced it. We have received no further contact concerning this issue.
Please note that you are receiving HD channels free of charge and, as such, you are not paying for the channels to which you refer.
As a courtesy, I applied a $67.65 credit for one month of service. We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/07/02) */
Possible duplicate complaint XXXXXXXX / [redacted] / [redacted]@GMAIL.COM
Bureau Review Complaint # XXXXXXXX
[redacted] vs. DISH NETWORK, LLC
Business: Sending to Mr. [redacted] By EMAIL at [redacted]@dishnetwork.com By MAIL at
[redacted] S [redacted] XXXXX-XXXX
Additional Business Info:
Business Phone:XXX XXX-XXXX
Consumer: Sending to MR [redacted] By EMAIL at [redacted]@GMAIL.COM
Additional Consumer Info: Mail: PO BOX 147 Warren, TX XXXXX
Work Phone:XXX XXX-XXXX
See below for the complaint description:
NOT PROVIDING AGREED UPON SERVICES
DUE TO DISH'S CUSTOMER SERVICE, I WAS WITHOUT THE PREMIUM CHANNELS THEY PROMISE FOR NE ACCOUNTS. MY RECVR. WOULD NOT SHOW ANY HD CHANNELS. I SPENT WEEKS ARGUING WITH THEM AND ALL THEY COULD TELL ME WAS GO BUY ANOTHER CABLE. FINALLY, THEY SENT A SERVICE PERSON AND HE FOUND A BAD RECVR. IT WAS AGREED THAT I WOULD GET THE PROMISED CHANNELS FROM THE TIME I COULD GET HD AND I WOULD RECEIVE A 10.00 CREDIT TO MY BILL FOR 6 MONTHS. THEY STARTED CHARGING ME FOR MOST OF THE PROMISED CHANNELS AND GAVE ME HBO FREE FOR A SPECIFIED TIME. I DIDN'T AUTHORIZE TO BE CHARGED FOR MY "FREE" CHANNELS BUT THEY ARE CHARGING ME ANYWAY. THE SERVICEMAN CALLED IN AND SHUTOFF 3 RECEIVERS IM NOT USING AND THATS NOT SHOWING UP. I HAVE TO RESET MY RECVR 3-5 TIMES A DAY JUST TO VIEW THE CHANNEL GUIDE. THEY HAVE BEEN AND ARE IN [redacted] VIOLATION OF THEIR OWN CONTRACT./
Below is the consumer's desired resolution explanation:
I ONLY WANT OUT OF MY CONTRACT. THE FREE AIR CHANNELS WOULD BE BETTER THAN DEALING WITH THESE CROOKS AND LIARS. HECK OF A WAY TO TREAT DISABLED VETS..
Final Business Response /* (4000, 13, 2015/07/07) */
July 6, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your rebuttal, dated July 2, 2015, filed with the Revdex.com.
You indicated that you were still experiencing technical and billing issues and wanted your 24-month commitment to be waived.
When we spoke, you advised me that your billing issues were now resolved. Our records indicate that you received free premium channels from March 19, 2015, to June 18, 2015, at which time you began to be charged for them. You removed these premiums on July 1, 2015. I applied a one-time credit of $67.65 on May 12, 2015, and you are currently receiving an additional monthly $10.00 credit for six months.
I recommended that you contact us for troubleshooting, as you stated that your guide seemed to be skipping channels.
DISH Network requests the opportunity to resolve any technical issues you may experience before we are able to waive your 24-month commitment. Although we sincerely regret any inconvenience, as we have not been contacted concerning your on-screen guide issue and your other technical issues were resolved, we are unable to waive your commitment at this time.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
March 14, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You maintain that when you initiated your DISH Network service through Frontier, you were not informed of the 24-month agreement. Our sales representatives are required to disclose the terms of the agreement. Additionally, we provided a confirmation email on August 11, 2015, to you at [redacted]@frontier.com. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. Our records reveal that the email address was changed to [redacted]@yahoo.com on August 16, 2015. Please note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. When the agreement is signed, there is an available option to capture the signature. This allows the signee to agree to the terms and conditions without signing the agreement multiple times. A box would then appear to ask the signee for authorization to use the previous signature in all necessary places in the document, or to negate the message and sign it again. When I spoke with you by telephone today, I informed you that I removed the $360.84 balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 11, 2015
Mr. [redacted] and Ms. [redacted]
[redacted] E. [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted] and Ms. [redacted]:
On May 8, 2015, we received your...
correspondence, dated May 7, 2015, filed with the Revdex.com.
You said that DISH Network collected a payment of $67.31 without authorization and you requested a refund.
Our records show that you participated in the HD For Life promotion with a 24-month commitment. Since your service was disconnected prior to the promotion fulfillment date, an early termination fee of $70.00 was applied to your account. Under this promotion you authorized DISH Network to access your qualifying credit card account for the early termination fee.
When we spoke today, I informed you that the payment of $67.31 was collected for the early termination fee. I reversed the fee and submitted a refund for $67.31. Please allow five business days for processing. You accepted this resolution.
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 ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
November 5, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015, filed...
with the Revdex.com.
You said that you received a flyer offer for a one-year contract that was not honored and you didn't receive your $100.00 gift card. You requested that we release you from your contract, as you are not satisfied with the service.
When we spoke, I informed you that our offer is for a one-year discount with a two-year contract. Additionally, we emailed you a sales confirmation email on the day your order was placed which outlined your promotion and provided you with a link to review the contract before the technician came to install the service.
Our records reflect that you did not qualify for the gift card, but we did offer you a $50.00 account credit for the confusion, which you accepted.
We consider the contract to be valid; however, I offered to reduce your early termination fee from $480.00 to $99.00. You said that you will consider my offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
December 27, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com.You disputed the early...
termination fee that was applied to your DISH Network account. You indicated that you cannot afford the monthly rate and you experienced weather-related technical issues. You also stated that you are moving and are unable to take the service with you. Your DISH Network service was activated on November 6, 2016, with a 24-month commitment through November 6, 2018. Since your service was placed on DISH Pause from February 24, 2017, through June 15, 2017, your term commitment was extended to February 23, 2019. Please be advised that heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Our records do not show that you contacted us to report any technical issues with your service or equipment. On July 13, 2017, your programming was changed to the Welcome Pack and a second receiver was deactivated. These changes reduced your monthly rate to $19.99 plus tax. As indicated in your contractual agreement (enclosed), you are still bound to the term commitment if you change your residence. When you contacted us on November 22, 2017, to disconnect your service, you disputed the early termination fee because you stated that your home was damaged during your original installation. As you did not agree with the fee, your concerns were forwarded for further review. When we spoke by phone on November 22, 2017, I advised you that our records do not show that you contacted us previously to report the damage to your home. Although I opened a claim to research this issue further, I advised you that the early termination fee would be valid. I also offered to schedule an appointment to move the service to your new residence; however, you declined. As you requested, I canceled your service. An early termination fee of $320.00 was applied to your account for the remaining 16 months left in your term commitment. You were also charged a $12.00 equipment return fee, bringing your total balance to $338.58. On November 30, 2017, you were contacted via email by Mr. Luke C[redacted], from our Executive Communications Team. Mr. C[redacted] was following up with you since you indicated that you had not been contacted regarding your damage claim. In your email response to him dated December 1, 2017, you again disputed the early termination fee because of technical issues with your service. You also mentioned that you were in the process of moving. He advised you that the balance would remain valid as we had no record that you contacted us to report technical issues. He also offered to schedule an appointment to install the service at your new residence. The balance on your account remains valid. If you would like to restart your service and accept our offer to install it at your new residence, you may contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]Sincerely,Ana V[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT(720) 514-7291Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210
[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.
Please send me via email ([redacted]) or mail ([redacted]) a bill or some form of documentation stating the balance is now zero and has been resolved. Thank you!
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On February 19, 2018, we received your complaint, dated February 16, 2018, filed with the Revdex.com. You said that you experienced signal loss due to weather conditions. You also expressed dissatisfaction with the service. In addition, you said that local channels were removed from your programming lineup and they took a lengthy amount of time to be restored. Furthermore, you maintain that you have not received copy of a signed agreement and you disputed the early termination fee. You also asked that the collection be removed from your credit report and that you receive a refund. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. I regret that you were dissatisfied with the service. Periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer high-quality content at a fair value. We reached an agreement with Tribune Broadcasting (owner of WDAF channel 4) in September 2016, and the channel was restored. In March 2017, we were in negotiations with Hearst Broadcasting (owner of KCPT). When an agreement was reached on April 26, 2017, the channel was restored. We disclose in our agreements that we reserve the right to add, delete, rearrange, alter change and/or eliminate programming. You may view our agreements online at www.dish.com. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment (copy enclosed). Because your service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee. In addition, you were billed two $12.00 equipment return fees. Our records reveal that you spoke with Ms. Jenna Woolam, a DISH Network Dispute Resolution Specialist, on May 1, 2017. Ms. Woolam explained that the early termination fee is valid and asked that the balance of $309.16 be paid. When we spoke on February 21, 2018, I advised you that I made an exception and reduced the early terminality fee to $100.00, making a balance due of $129.16. This balance includes the early termination and equipment return fees, and charges for service rendered through the disconnection date. I also offered to provide you with a letter, showing the status of your account, after the balance is paid in full. You disagreed. We are unable to honor your refund request. I asked the collection agency to cease contact with you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On June 8, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 8, 9 and 10, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you moved and that your apartment complex doesn’t allow satellite dishes to be installed. You expressed concern regarding being charged an early termination fee. Our contract agreements state that you are still bound by the contract if you change your residence. Enclosed are copies of your contract for your records. Nevertheless, I will consider waiving the early terminations fees if you can provide us with a letter from your landlord addressed to you indicating that you are unable to have a satellite dish installed. 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] Enclosure
December *3, 20*6 Dear Mr. [redacted]: On December 8, 20*6, we received your complaint, dated December 7, 20*6, filed with the Revdex.com. There was no information provided regarding the reason for your complaint. My three attempts to...
contact you at ###-###-#### and ###-###-#### on December 8, 9 and *2, 20*6, were unsuccessful. However, I was able to leave a message and my contact information at ###-###-####. I also sent an email to you at [redacted]@netscape.net (copy enclosed), but I have not received a response. If you still require assistance regarding your complaint, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to**:*5 pm MDT, MON-FRI ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/08/28) */
August 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 17, 2015, we received your complaint, dated August 14, 2015, filed with...
the Revdex.com.
You reported technical issues and requested that they be resolved. You said that data would not transfer to your external hard drive (EHD) and that movies downloaded to your queue were being deleted when your receiver updated.
When we spoke, I recommended that you contact your EHD's manufacturer as DISH Network has no control over the available space on your EHD. When the EHD is first added to your service, DISH Network must format it for communication with our receiver but after that, we have no further influence on it.
As I informed you, I was unable to find any record of any other reports of the issue with the internal queue on your receiver. As such, I sent a replacement receiver to you and requested that you let me know if you have the same issue again.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted a two part complaint and the response from Dish only addresses one part (i.e. the EHD part).
Dish provided a replacement (refurbished) receiver but I am still having issues with the broadband connectivity which pertains to the second part of my initial complaint.
I am glad that Dish is now communicating with me but I still have some further issues that require resolution before the complaint can be fully closed.
Dish also has not addressed my request for at least a partial refund or future credit.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/09/15) */
September 10, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 8, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com.
You indicated that your technical issues were not resolved and you requested adjustments for your bill.
When we spoke, you said that your technical issues were still occurring. You said that you found information from 2011 concerning this issue and you would forward it to me so that I may better investigate it.
As I explained, you are not paying for the Videos On Demandyou are paying for the DISH Movie Package channels. As a courtesy, I applied a monthly $10.00 credit to your account for six months.
Once I have more information that may help resolve this issue, I will forward it to you.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/07/09) */
June 30, 2015
Mr. and Mrs. [redacted] and Marie [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 30, 2015, we received your complaint, dated June...
29, 2015, filed with the Revdex.com.
You said that you have been experiencing ongoing technical issues. Your account has been closed and you expressed concern about being billed for service you didn't receive, and an early termination fee. You requested that the issue be fixed or to have all charges waived.
When we spoke by phone today, I offered to waive the programming balance and send a technician to your home to address the technical issues. I also offered to waive your early termination fee, programming balance and Return Box fees if you didn't want to restore your account. You decided to keep the account closed. I advised you that the balance has been removed and boxes to return your equipment in were delivered today. Once your equipment has been received, your account will be settled.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 8, 2015/06/29) */
June 24, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 17, 2015, filed with the...
Revdex.com.
You expressed concern that your entertainment center was damaged by the DISH Network technician when a technician visit was completed on May 28, 2015. You maintain that no one has contacted you regarding this issue.
Our records reveal that a claim has been opened and is being addressed through our Corporate Field Resolutions (CFR) Department. Please contact Mr. [redacted] directly at XXX-XXX-XXXX, extension XXXXX.
When I spoke with you by telephone today, you informed me that someone from the furniture repair company contacted you on June 19, 2015. They told you that they would call you back to schedule the pickup of the entertainment center to bring to their shop for repair. You requested a speedier reply and I contacted the CFR Department again.
Mr. Bellis notified me that he contacted you and requested a copy of the pictures of the damage to the entertainment center.
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 Business Response /* (1000, 10, 2015/09/18) */
September 9, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 24, 2015, filed with...
the Revdex.com.
You maintain you were told that your monthly bill would be $52.00 and that you would receive a monthly credit of $40.00. Although you maintain that you were told that your next bill would be roughly $17.00, you received a bill for $98.00.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if you do not fulfill the agreement. Enclosed is a copy for your review.
You were also enrolled in an introductory promotion that provided a $30.00 credit for 12 months. This $30.00 credit reduced the America's Top 200 price from $69.99 to $39.99. The credits expired on your February 14, 2015, billing statement.
DISH Network experienced a $5.00 a month price increase in February 2015. Therefore, we provided you with a $5.00 credit for the final month of the promotion. This credit is reflected on your February 14, 2015, billing statement.
We have no record of any contact from you on June 6, 2015. However, I reviewed the call we received on April 5, 2015, during which the $40.00 monthly credit for five months was offered. The agent quoted you a monthly price of $55.99 before tax for the next five months. He informed you that the credit would appear on your next bill. There was no mention of a $17.00 bill.
The credits are applied to your account on the 6th of each month. Therefore, the first credit appeared on your April 14, 2015, billing statement. The statement was for the amount due of $51.39 but you used the following month's credit and made a payment of only $11.39. To avoid confusion, you need to pay the amount shown on the actual billing statement.
Because you used the $40.00 credit that was intended for the following month's service, the May 14, 2015, billing statement reflected the regular charges.
Then on August 5, 2015, we received a dispute in regard to a $40.00 payment. Once a payment is disputed, the service is automatically disconnected. Additionally, this caused your July 14, 2015, amount due to increase from $57.79 to $97.79, and your service was interrupted.
Although the complete balance due should have been collected, your service was restarted with a $5.28 payment.
On August 14, 2015, the $40.00 was returned to us from your financial institution and your balance due was reduced to $58.99 since the funds were now back on the account.
Your billing is correct. Please pay the amount due on the actual billing statement.
Since you chose to disconnect your service on August 15, 2015, you did not fulfill the 24-month commitment and a $160.00 early termination fee (plus tax) was applied to your account. You were charged two $10.00 box return fees. However, I reversed the box return fees and because of the $40.00 credit, the remaining balance due is $149.64.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per the rep of dish I was given a rate of 55 per month. I was billed for 98 in May which was paid. However I called 6/3 to make a complaint. I was told I would receive a $40 credit on next bill which would be $17. 55 minus the 40 credit. Instead I was charged 98 again with a 40 credit which came to 57. So I have never received the 55 rate as the rep indicated I was promised. I have the recording which states I was to be given that rate on 4/5/15. So again another lie. I'm not paying anything goes but $17.
Final Business Response /* (4000, 14, 2015/10/02) */
September 25, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 24, 2015, we received your complaint, dated September 21, 2015, filed with the Revdex.com.
You continue to maintain that on June 3, 2015, you were told to make a payment of $17.79, and you will only pay that amount. You claim that you were to receive a $40.00 monthly credit.
A review of this account does not indicate any calls on June 3, 2015. Further review of your claim reveals that during a call made on June 30, 2015, the agent informed you that your next bill would be $17.79. However, the information you were provided is incorrect, and for this I apologize. Nevertheless, as previously advised, please pay the amount due on the billing statement.
As an exception, I submitted a refund of $40.00.
During a call we received on April 5, 2015, you were provided a $40.00 monthly credit for five months. The agent quoted you a monthly price of $55.99 before tax for the next five months. He informed you that the credit would appear on your next bill. Because you only made partial payments rather than the amount shown on the billing statement, a balance carried over and your bills did not reflect the $55.99 that you were being billed.
Please refer to my correspondence dated September 9, 2015, as it provides details of your billing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 28, 2015
Ms. [redacted]
[redacted].
Little Rock, AR 72206
Re: Revdex.com Complaint # 75254063
8255909048111881-3495179
Dear Ms. [redacted]:
On April 27, 2015, we received your correspondence, dated April 24, 2015,...
filed with the Revdex.com.
You expressed the following concerns:
Cancelation of service
Billing
Return of equipment
Per your request, your service was canceled on March 12, 2015.
You previously subscribed to the America's Top 200 package and DVR service with the Protection Plan. The monthly billing rate before tax and discounts is $89.99. Our records reveal that you received monthly courtesy credits of $15.00 for ten months and a monthly $10.00 credit for six months. When the credits rolled off on February 3, 2015, the regular price was applied. Our records show that the billing is accurate. Please note that DISH Network does not bill for service six months in advance. I regret any confusion.
When we spoke today, I advised you that a refund of $86.44 was submitted. Please allow five business days for processing. This refund is for the last payment collected for service.
I also informed you that your 625 model receiver is obsolete and is not required to be returned to DISH Network. This receiver has been removed from your account and you will not be billed for the equipment. You accepted this resolution.
I regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082.
Sincerely,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(720) 514-7082
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
Initial Business Response /* (1000, 6, 2015/10/02) */
September 25, 2015
Mr. [redacted]
[redacted]
Granite Falls, NC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 23, 2015, we received your correspondence, dated September 22,...
2015, filed with the Revdex.com.
You stated that you received a credit report notification that indicated that you had a $230.81 outstanding balance owed to DISH Network on your disconnected account. When you contacted DISH Network about the charge, you were told it was for unreturned leased equipment. You were later informed it was for your early termination fee. You requested that this balance be resolved and removed from your credit report. Additionally, you indicated that this matter has delayed your purchase of a new home and you requested $500.00 compensation.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on September 23, 24 and 25, 2015, were unsuccessful. However, I was able to leave a message and my contact information at (XXX) XXX-XXXX. I also sent an email to you at [redacted]@gmail.com and [redacted]@gmail.com (copy enclosed), but I have not received a response.
I confirmed that the $230.81 balance owed is for your early termination fee. Upon retrieving a copy of your contract, I determined that the signature was not successfully captured on the electronic tablet and as a courtesy, I waived your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. I am unable to meet your request for additional compensation.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dish advertises a quality viewing experience and this is not what I experienced from the date of installation. I now have services with a new vendor and my viewing experience has been "excellent" as of the date of installation and, as it should be. Dish did not deliver the quality viewing experience it advertises and makes consumers commit to contracts. It feels like a trap. After the termination date of services, Dish went into my checking account and withdrew the penalty fees without my consent. I believe this is called, theft. I'm extremely disappointed at the misleading business practice of Dish. I believe Dish should be refunding me the money it took out of my checking account without my consent.
Sincerely,
[redacted]
Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You said that you were charged for the movie package during the free period. In addition, you indicated that you are not being billed the $91.99 a month rate you...
were quoted, and you are being billed a $15.00 DVR fee. You requested that your bill be corrected. When we spoke, I explained that there were charges for the movie packages on your April and May 2016 billing statements. The charges from your May 2016 statement were removed, as you received a prorated credit of $36.64 for HBO, Showtime, Cinemax and Starz and a credit of $7.33 for the DISH Movie package. An agent then provided a $16.03 credit to offset the charges. I agreed to add a credit of $61.87 to offset the charges on your April 2016 billing statement. Furthermore, I explained that the rate increased because your Protection Plan free period expired and you are now billed $8.00 a month for the service. I removed the Protection Plan at your request. I advised you that your monthly rate is not $91.99. 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 ###-###-####
December 13, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On December 13, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.com. You expressed further concern with the early termination fee that was applied to your account. You again stated that you did not agree to a new term commitment. A new 24-month commitment was added to your account on August 18, 2016. As previously advised, this was a stipulation for the programming price offer that was applied to your account. The customer service call from this date confirmed that our agent disclosed and you agreed to the new term commitment. You also added the offer and accepted the term commitment through your online account the same day. The early termination fee remains valid. 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, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015,...
filed with the Revdex.com.
You said that you were told your bill was to be $28.99 per month. You maintain your home was damaged during the installation and you requested that the damage be repaired. You also disputed the early termination fee.
You previously received a $25.00 monthly credit for 12 months and a $5.00 price protection credit for nine months. When the credits ended on September 27, 2015, you were billed the regular program price. On this same date, per your request, the programming package was downgraded.
When we spoke today, I advised you that you currently subscribe to the following service:
Smart Pack $34.99
Three HD receiver fee $21.00 ($7.00 per receiver)
Protection Plan $8.00
The monthly billing rate before tax and credits is $63.99. As a courtesy, we are applying a $10.00 monthly credit for six months starting September 27, 2015. Because the promotional credits ended and the programming package was changed, your billing amount changed. We have no record of the rate you referenced.
I informed you that your concerns regarding the alleged damage to your home were forwarded to the DISH Network Corporate Field Resolutions Team for review. A member of this team will contact you directly.
I asked that you contact DISH Network directly when you are experiencing the technical issues, so that we may troubleshoot the matter over the phone. If necessary, a technician visit will be scheduled.
Because you are dissatisfied with the service, I waived your early termination fee. You may cancel the service at any time without a penalty. You said you will discuss this with your wife and you will call to disconnect the service at a later date.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 12, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2018, we received your correspondence, dated February 7, 2018, filed with the Revdex.com. You said that a technician removed the [redacted] equipment from your home and when the DISH Network equipment was installed, there was no line of sight. You indicated that you declined a pole mount in your yard. You expressed dissatisfaction as the technician would not re-install the [redacted] equipment, and you stated you will have to pay a fee to reconnect that service. When we spoke today, I explained that our technicians are not authorized to install non-DISH Network equipment. Your feedback and your concerns will be shared internally with the appropriate personnel. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 12, 2015
Mr. [redacted]
PO [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better Business...
Bureau.
You said that the DISH Network technician did not provide you with an HDCP-compliant cable, causing you the loss of high definition channels.
I attempted to reach you at (XXX) XXX-XXXX on May 8, 11 and 12, 2015, and I left three voicemails.
In my last message I advised you that DISH Network technicians are not required to provide HDMI cables. Our records indicate that a technician was dispatched to your home on May 7, 2015, for this issue. The technician found that a model 211z receiver was defective and he replaced it. We have received no further contact concerning this issue.
Please note that you are receiving HD channels free of charge and, as such, you are not paying for the channels to which you refer.
As a courtesy, I applied a $67.65 credit for one month of service. We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/07/02) */
Possible duplicate complaint XXXXXXXX / [redacted] / [redacted]@GMAIL.COM
Bureau Review Complaint # XXXXXXXX
[redacted] vs. DISH NETWORK, LLC
Business: Sending to Mr. [redacted] By EMAIL at [redacted]@dishnetwork.com By MAIL at
[redacted] S [redacted] XXXXX-XXXX
Additional Business Info:
Business Phone:XXX XXX-XXXX
Consumer: Sending to MR [redacted] By EMAIL at [redacted]@GMAIL.COM
Additional Consumer Info: Mail: PO BOX 147 Warren, TX XXXXX
Work Phone:XXX XXX-XXXX
See below for the complaint description:
NOT PROVIDING AGREED UPON SERVICES
DUE TO DISH'S CUSTOMER SERVICE, I WAS WITHOUT THE PREMIUM CHANNELS THEY PROMISE FOR NE ACCOUNTS. MY RECVR. WOULD NOT SHOW ANY HD CHANNELS. I SPENT WEEKS ARGUING WITH THEM AND ALL THEY COULD TELL ME WAS GO BUY ANOTHER CABLE. FINALLY, THEY SENT A SERVICE PERSON AND HE FOUND A BAD RECVR. IT WAS AGREED THAT I WOULD GET THE PROMISED CHANNELS FROM THE TIME I COULD GET HD AND I WOULD RECEIVE A 10.00 CREDIT TO MY BILL FOR 6 MONTHS. THEY STARTED CHARGING ME FOR MOST OF THE PROMISED CHANNELS AND GAVE ME HBO FREE FOR A SPECIFIED TIME. I DIDN'T AUTHORIZE TO BE CHARGED FOR MY "FREE" CHANNELS BUT THEY ARE CHARGING ME ANYWAY. THE SERVICEMAN CALLED IN AND SHUTOFF 3 RECEIVERS IM NOT USING AND THATS NOT SHOWING UP. I HAVE TO RESET MY RECVR 3-5 TIMES A DAY JUST TO VIEW THE CHANNEL GUIDE. THEY HAVE BEEN AND ARE IN [redacted] VIOLATION OF THEIR OWN CONTRACT./
Below is the consumer's desired resolution explanation:
I ONLY WANT OUT OF MY CONTRACT. THE FREE AIR CHANNELS WOULD BE BETTER THAN DEALING WITH THESE CROOKS AND LIARS. HECK OF A WAY TO TREAT DISABLED VETS..
Final Business Response /* (4000, 13, 2015/07/07) */
July 6, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your rebuttal, dated July 2, 2015, filed with the Revdex.com.
You indicated that you were still experiencing technical and billing issues and wanted your 24-month commitment to be waived.
When we spoke, you advised me that your billing issues were now resolved. Our records indicate that you received free premium channels from March 19, 2015, to June 18, 2015, at which time you began to be charged for them. You removed these premiums on July 1, 2015. I applied a one-time credit of $67.65 on May 12, 2015, and you are currently receiving an additional monthly $10.00 credit for six months.
I recommended that you contact us for troubleshooting, as you stated that your guide seemed to be skipping channels.
DISH Network requests the opportunity to resolve any technical issues you may experience before we are able to waive your 24-month commitment. Although we sincerely regret any inconvenience, as we have not been contacted concerning your on-screen guide issue and your other technical issues were resolved, we are unable to waive your commitment at this time.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
March 14, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You maintain that when you initiated your DISH Network service through Frontier, you were not informed of the 24-month agreement. Our sales representatives are required to disclose the terms of the agreement. Additionally, we provided a confirmation email on August 11, 2015, to you at [redacted]@frontier.com. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. Our records reveal that the email address was changed to [redacted]@yahoo.com on August 16, 2015. Please note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. When the agreement is signed, there is an available option to capture the signature. This allows the signee to agree to the terms and conditions without signing the agreement multiple times. A box would then appear to ask the signee for authorization to use the previous signature in all necessary places in the document, or to negate the message and sign it again. When I spoke with you by telephone today, I informed you that I removed the $360.84 balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 11, 2015
Mr. [redacted] and Ms. [redacted]
[redacted] E. [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted] and Ms. [redacted]:
On May 8, 2015, we received your...
correspondence, dated May 7, 2015, filed with the Revdex.com.
You said that DISH Network collected a payment of $67.31 without authorization and you requested a refund.
Our records show that you participated in the HD For Life promotion with a 24-month commitment. Since your service was disconnected prior to the promotion fulfillment date, an early termination fee of $70.00 was applied to your account. Under this promotion you authorized DISH Network to access your qualifying credit card account for the early termination fee.
When we spoke today, I informed you that the payment of $67.31 was collected for the early termination fee. I reversed the fee and submitted a refund for $67.31. Please allow five business days for processing. You accepted this resolution.
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 ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
November 5, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015, filed...
with the Revdex.com.
You said that you received a flyer offer for a one-year contract that was not honored and you didn't receive your $100.00 gift card. You requested that we release you from your contract, as you are not satisfied with the service.
When we spoke, I informed you that our offer is for a one-year discount with a two-year contract. Additionally, we emailed you a sales confirmation email on the day your order was placed which outlined your promotion and provided you with a link to review the contract before the technician came to install the service.
Our records reflect that you did not qualify for the gift card, but we did offer you a $50.00 account credit for the confusion, which you accepted.
We consider the contract to be valid; however, I offered to reduce your early termination fee from $480.00 to $99.00. You said that you will consider my offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
December 27, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com.You disputed the early...
termination fee that was applied to your DISH Network account. You indicated that you cannot afford the monthly rate and you experienced weather-related technical issues. You also stated that you are moving and are unable to take the service with you. Your DISH Network service was activated on November 6, 2016, with a 24-month commitment through November 6, 2018. Since your service was placed on DISH Pause from February 24, 2017, through June 15, 2017, your term commitment was extended to February 23, 2019. Please be advised that heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Our records do not show that you contacted us to report any technical issues with your service or equipment. On July 13, 2017, your programming was changed to the Welcome Pack and a second receiver was deactivated. These changes reduced your monthly rate to $19.99 plus tax. As indicated in your contractual agreement (enclosed), you are still bound to the term commitment if you change your residence. When you contacted us on November 22, 2017, to disconnect your service, you disputed the early termination fee because you stated that your home was damaged during your original installation. As you did not agree with the fee, your concerns were forwarded for further review. When we spoke by phone on November 22, 2017, I advised you that our records do not show that you contacted us previously to report the damage to your home. Although I opened a claim to research this issue further, I advised you that the early termination fee would be valid. I also offered to schedule an appointment to move the service to your new residence; however, you declined. As you requested, I canceled your service. An early termination fee of $320.00 was applied to your account for the remaining 16 months left in your term commitment. You were also charged a $12.00 equipment return fee, bringing your total balance to $338.58. On November 30, 2017, you were contacted via email by Mr. Luke C[redacted], from our Executive Communications Team. Mr. C[redacted] was following up with you since you indicated that you had not been contacted regarding your damage claim. In your email response to him dated December 1, 2017, you again disputed the early termination fee because of technical issues with your service. You also mentioned that you were in the process of moving. He advised you that the balance would remain valid as we had no record that you contacted us to report technical issues. He also offered to schedule an appointment to install the service at your new residence. The balance on your account remains valid. If you would like to restart your service and accept our offer to install it at your new residence, you may contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]Sincerely,Ana V[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT(720) 514-7291Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210
[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.
Please send me via email ([redacted]) or mail ([redacted]) a bill or some form of documentation stating the balance is now zero and has been resolved. Thank you!
Sincerely,
[redacted]
February 22, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 19, 2018, we received your complaint, dated February 16, 2018, filed with the Revdex.com. You said that you experienced signal loss due to weather conditions. You also expressed dissatisfaction with the service. In addition, you said that local channels were removed from your programming lineup and they took a lengthy amount of time to be restored. Furthermore, you maintain that you have not received copy of a signed agreement and you disputed the early termination fee. You also asked that the collection be removed from your credit report and that you receive a refund. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. I regret that you were dissatisfied with the service. Periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer high-quality content at a fair value. We reached an agreement with Tribune Broadcasting (owner of WDAF channel 4) in September 2016, and the channel was restored. In March 2017, we were in negotiations with Hearst Broadcasting (owner of KCPT). When an agreement was reached on April 26, 2017, the channel was restored. We disclose in our agreements that we reserve the right to add, delete, rearrange, alter change and/or eliminate programming. You may view our agreements online at www.dish.com. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment (copy enclosed). Because your service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee. In addition, you were billed two $12.00 equipment return fees. Our records reveal that you spoke with Ms. Jenna Woolam, a DISH Network Dispute Resolution Specialist, on May 1, 2017. Ms. Woolam explained that the early termination fee is valid and asked that the balance of $309.16 be paid. When we spoke on February 21, 2018, I advised you that I made an exception and reduced the early terminality fee to $100.00, making a balance due of $129.16. This balance includes the early termination and equipment return fees, and charges for service rendered through the disconnection date. I also offered to provide you with a letter, showing the status of your account, after the balance is paid in full. You disagreed. We are unable to honor your refund request. I asked the collection agency to cease contact with you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 10, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 8, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 8, 9 and 10, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you moved and that your apartment complex doesn’t allow satellite dishes to be installed. You expressed concern regarding being charged an early termination fee. Our contract agreements state that you are still bound by the contract if you change your residence. Enclosed are copies of your contract for your records. Nevertheless, I will consider waiving the early terminations fees if you can provide us with a letter from your landlord addressed to you indicating that you are unable to have a satellite dish installed. 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] Enclosure