Dear Ms. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You said that you were provided misinformation concerning your monthly rate. When we spoke, I advised you that a review of your chat revealed that there was some...
confusion concerning your promotion. As DISH Network is not able to provide as substantial a discount as you are requesting, I waived the 24-month commitment associated with your account. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
[redacted] Dear Mr. [redacted]: On February 24, 2017, we received your complaint, dated February 23, 2017, filed with the Revdex.com. You stated that your DISH Network rate was $40.00 a month. You were charged $84.50 for your January 2017 bill. You requested a refund for the overpayment. Additionally, you indicated that you moved and you are unable to use your service at your new residence, so you would like to disconnect your service without penalty. When we spoke today, I advised you of the reason for your increased bill. I also confirmed that you have been provided courtesy credits to reduce the monthly cost. You requested that your account be placed on a nine-month pause. I corrected your billing address, provided you with a copy of your current statement and I removed automatic payments from your account. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [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]
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]
August 23, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You requested a credit for the time your service was interrupted and to be released from your term commitment. ...
When we spoke today, I advised you that there is a history of past-due payments being made on your account, causing service interruptions due to nonpayment. We ask that the full amount due be paid on of before the due date to prevent service interruptions. After further review, I made an exception and applied a one-month credit of $65.03 to your account. No additional credit is warranted. Your term commitment will end on August 31, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
February 3, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Ms. [redacted]: On February 3, 2017, we received your rebuttal, dated February 1, 2017, filed with the Revdex.com. You feel that you should be reimbursed for the DVR recordings that were corrupted. When we spoke, I advised you that we didn’t find any issues with your equipment. This was noted by two technicians on two different occasions (January 11, 2017, and November 23, 2016). Therefore, no credit will be offered. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
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]
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]
Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You said you are experiencing pixilation on your TVs and you expressed concern with the Skip Forward feature on four channels. You also provided feedback regarding your customer service experience. You requested that technical issues be resolved, and you asked that credits be applied to your account. Our records reveal that you spoke with Mr. Scott K[redacted], a DISH Network Dispute Resolution Specialist, on January 12, 2018. He provided you with a one-time credit of $20.00 and five Pay-Per-View coupons. In addition, he forwarded your concerns our Technical Support Team for further assistance. A review of your account shows that you are currently working with Mr. Michael H[redacted], a DISH Network Case Manager from our Technical Support Team, to address the technical issues. A technician visit is scheduled for February 10, 2018, between the hours of 10:00 am and 12:00 pm. We appreciate your feedback, and I apologize for 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]
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 ###-###-####
Complaint: [redacted]
I am rejecting this response because:Scott you didn't talk to me, you talked down to me. You were very rude! That is not my signature.Put my money back into my account.
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]
I am rejecting this response because: It was a nice gesture to offer the $20.00 per month credits. Thank you! It would be much more meaningful if I hadn't received notice of a $5.00 a month increase in rates the same week. It just seems unconscionable to raise rates on service when appliance software has been broken for the largest part of the last year and support has repeatedly given incorrect information on the status of the fix missing at least two promised "fix" dates. Now the next promised fix is over four months out on May 16th with no guarantee of a fix then.I do appreciate the responsiveness of most Dish Network staff, I just wish they would be honest when forecasting projected fixes by informing front line support about the problem and just admitting the software is broken and they don't know when it can be fixed rather than disappointing customers by giving fix dates, then consistently missing them and then projecting them out further into the future.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: For starters, the response is both arrogant and unprofessional. I will see to it that his superior is notified. It's insulting that Dish feels that they provided me with a courtesy of rounding my refund up 31 cents; I suppose Dish forgets that they fraudulently charged my credit card 31 cents more than 2 months after my account closed. I will be calling my credit card to make sure Dish is no longer able to charge my account. I also do not have any attachment that has supposedly been provided. I asked for a breakdown of charges and have yet to have been provided with this, and apparently no one at dish could provide it. I find it suspicious that after 4 months, I can't be provided with a final bill. I'm a little concerned that Dish network wouldn't send a final bill as every other company does, unless they have something to hide. I see no attachment either leaving me with proof of nothing. I was never informed of any shipping charges, and am unaware of any agreement I supposedly have with Dish. I would like to see proof in the form of my signature on a documentation of this. As a matter of fact, I don't recall signing anything and was unaware I was under any contract with Dish Network. Also, any signature expires 6 months to a year of being provided. I would like to see documentation of the charges with my signature attached. This is extremely poor customer service and they have lost a customer for life. I will be moving to my new residence next month in which I will resume cable, and it will most likely be with Direct TV. I will never put confidence in Dish again, as they clearly practice poor policies and staffing is also poor. I will not hold back in providing my review of Dish when required, and the way this ordeal has been handled has been a major factor in my view on Dish which I will be letting the superior know of. I find it troubling that it's taken 4 months to have an issue resolved that should have been resolved immediately. It's taken multiple people and various excuses from Dish Network costing my time and my patience. Whenever I call, no one seems to be able to assist, and the man assigned this case has been LESS than helpful at all. Had I not come to Revdex.com, they would have never refunded any money in the first place, so I'm curious as to how many customers that this has happened to. Further refund is due, in the amount of 10.31$. If further contact is required from Dish, I do request that there be another worker assigned to this case from Dish network. The man assigned has called once, with poor phone etiquette and his written responses are not acceptable either as he is not aware of the full details of the case and is incapable of addressing and solving the issues.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On February 22, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. You said your account was transferred to your sister-in-law’s name in November 2014, and you disputed the collection attempts. When we spoke today, I advised you that I removed the balance of $150.40 from your account. This information will also be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. 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]. 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 (720) 514-7082 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
July 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On July 7, 2016, we received your complaint, dated July 2, 2016, filed with the Revdex.com. You expressed further concern with the debit that was applied to your credit card account. You again stated that the account is in your wife’s name and you are not responsible for her account. As previously advised, when the DISH Network account was activated, you were added as an authorized user and your credit card account was provided as the qualifying credit card for the DISH Network account. Additionally, a sales confirmation email was sent to [redacted]@gmail.com disclosing the terms and conditions of our service. Per the promotional agreement, DISH Network may automatically debit the qualifying credit card account for any early termination, unreturned equipment and/or shipping fees applied. As a result, $260.00 was debited from your credit card account on May 12, 2016, for the early termination fee. A copy of the agreement wherein this is disclosed was previously provided. We are unable to honor your refund request and we suggest that you contact your financial institution for further options. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc:
Initial Business Response /* (1000, 5, 2015/09/25) */
September 15, 2015
Ms. [redacted]
XXXXX [redacted]
Lucerne Valley, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 15, 2015, we received your complaint, dated September 14,...
2015, filed with the Revdex.com.
You said that you need a copy of your contract and expressed concern about not being able to get it in a timely manner.
When we spoke I apologized for any inconvenience. I emailed you your contract and you confirmed that you received it.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed what Dish said they could provide me to [redacted] said that is not good enough. I need proof I OWN this ipad, so far, nothing can be produced. I am not satisfied with the help I have received at all.
Final Business Response /* (4000, 9, 2015/10/02) */
September 30, 2015
Ms. [redacted]
XXXXX Sutter Rd.
Lucerne Valley, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 30, 2015, filed with the Revdex.com.
You said that you provided [redacted] with your contract in order to prove that you own the [redacted] so that it can be unlocked, but you were told that the contract was not proof.
[redacted] sent you the [redacted] through [redacted] with tracking number 1Z3FXXXXXXXXXXXXXX. Additionally, your [redacted] order ID is XXXXXXXXXX. Unfortunately, this is the only information we have to provide.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 17, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You indicated that the technician dropped your iPhone during a home repair for your iPhone, and that you were...
told that you would not be getting a new phone until another home repair was scheduled. Our records reveal that a new iPhone was shipped to you on Friday August 5, 2016. When I spoke with you by telephone today, you confirmed that you received it. I apologize for the information you received. 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
Complaint: [redacted]
I am rejecting this response because I will not go to a police department as get a report down that supposedly happened they say 4 years ago for something I never had. The police have more then important things to do that doesn't have to deal with 4 years ago. I am a single mother of two and don't have time to go to a station for something stupid. It is not on any other credit report on me except one and this lady is an it as she can remove it by law without a report as they just choose not too. I want it removed or I will contact channel news as well attorney general.
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You said that you were provided misinformation concerning your monthly rate. When we spoke, I advised you that a review of your chat revealed that there was some...
confusion concerning your promotion. As DISH Network is not able to provide as substantial a discount as you are requesting, I waived the 24-month commitment associated with your account. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
February 24, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 24, 2017, we received your complaint, dated February 23, 2017, filed with the Revdex.com. You stated that your DISH Network rate was $40.00 a month. You were charged $84.50 for your January 2017 bill. You requested a refund for the overpayment. Additionally, you indicated that you moved and you are unable to use your service at your new residence, so you would like to disconnect your service without penalty. When we spoke today, I advised you of the reason for your increased bill. I also confirmed that you have been provided courtesy credits to reduce the monthly cost. You requested that your account be placed on a nine-month pause. I corrected your billing address, provided you with a copy of your current statement and I removed automatic payments from your account. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [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]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
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]
August 23, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You requested a credit for the time your service was interrupted and to be released from your term commitment. ...
When we spoke today, I advised you that there is a history of past-due payments being made on your account, causing service interruptions due to nonpayment. We ask that the full amount due be paid on of before the due date to prevent service interruptions. After further review, I made an exception and applied a one-month credit of $65.03 to your account. No additional credit is warranted. Your term commitment will end on August 31, 2016. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
February 3, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Ms. [redacted]: On February 3, 2017, we received your rebuttal, dated February 1, 2017, filed with the Revdex.com. You feel that you should be reimbursed for the DVR recordings that were corrupted. When we spoke, I advised you that we didn’t find any issues with your equipment. This was noted by two technicians on two different occasions (January 11, 2017, and November 23, 2016). Therefore, no credit will be offered. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
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]
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]
February 9, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 28, 2018, filed with the Revdex.com. You said you are experiencing pixilation on your TVs and you expressed concern with the Skip Forward feature on four channels. You also provided feedback regarding your customer service experience. You requested that technical issues be resolved, and you asked that credits be applied to your account. Our records reveal that you spoke with Mr. Scott K[redacted], a DISH Network Dispute Resolution Specialist, on January 12, 2018. He provided you with a one-time credit of $20.00 and five Pay-Per-View coupons. In addition, he forwarded your concerns our Technical Support Team for further assistance. A review of your account shows that you are currently working with Mr. Michael H[redacted], a DISH Network Case Manager from our Technical Support Team, to address the technical issues. A technician visit is scheduled for February 10, 2018, between the hours of 10:00 am and 12:00 pm. We appreciate your feedback, and I apologize for 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]
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 ###-###-####
Complaint: [redacted]
I am rejecting this response because:Scott you didn't talk to me, you talked down to me. You were very rude! That is not my signature.Put my money back into my account.
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]
I am rejecting this response because: It was a nice gesture to offer the $20.00 per month credits. Thank you! It would be much more meaningful if I hadn't received notice of a $5.00 a month increase in rates the same week. It just seems unconscionable to raise rates on service when appliance software has been broken for the largest part of the last year and support has repeatedly given incorrect information on the status of the fix missing at least two promised "fix" dates. Now the next promised fix is over four months out on May 16th with no guarantee of a fix then.I do appreciate the responsiveness of most Dish Network staff, I just wish they would be honest when forecasting projected fixes by informing front line support about the problem and just admitting the software is broken and they don't know when it can be fixed rather than disappointing customers by giving fix dates, then consistently missing them and then projecting them out further into the future.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: For starters, the response is both arrogant and unprofessional. I will see to it that his superior is notified. It's insulting that Dish feels that they provided me with a courtesy of rounding my refund up 31 cents; I suppose Dish forgets that they fraudulently charged my credit card 31 cents more than 2 months after my account closed. I will be calling my credit card to make sure Dish is no longer able to charge my account. I also do not have any attachment that has supposedly been provided. I asked for a breakdown of charges and have yet to have been provided with this, and apparently no one at dish could provide it. I find it suspicious that after 4 months, I can't be provided with a final bill. I'm a little concerned that Dish network wouldn't send a final bill as every other company does, unless they have something to hide. I see no attachment either leaving me with proof of nothing. I was never informed of any shipping charges, and am unaware of any agreement I supposedly have with Dish. I would like to see proof in the form of my signature on a documentation of this. As a matter of fact, I don't recall signing anything and was unaware I was under any contract with Dish Network. Also, any signature expires 6 months to a year of being provided. I would like to see documentation of the charges with my signature attached. This is extremely poor customer service and they have lost a customer for life. I will be moving to my new residence next month in which I will resume cable, and it will most likely be with Direct TV. I will never put confidence in Dish again, as they clearly practice poor policies and staffing is also poor. I will not hold back in providing my review of Dish when required, and the way this ordeal has been handled has been a major factor in my view on Dish which I will be letting the superior know of. I find it troubling that it's taken 4 months to have an issue resolved that should have been resolved immediately. It's taken multiple people and various excuses from Dish Network costing my time and my patience. Whenever I call, no one seems to be able to assist, and the man assigned this case has been LESS than helpful at all. Had I not come to Revdex.com, they would have never refunded any money in the first place, so I'm curious as to how many customers that this has happened to. Further refund is due, in the amount of 10.31$. If further contact is required from Dish, I do request that there be another worker assigned to this case from Dish network. The man assigned has called once, with poor phone etiquette and his written responses are not acceptable either as he is not aware of the full details of the case and is incapable of addressing and solving the issues.
Sincerely,
[redacted]
February 22, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 22, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. You said your account was transferred to your sister-in-law’s name in November 2014, and you disputed the collection attempts. When we spoke today, I advised you that I removed the balance of $150.40 from your account. This information will also be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. 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]. 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 (720) 514-7082 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
July 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On July 7, 2016, we received your complaint, dated July 2, 2016, filed with the Revdex.com. You expressed further concern with the debit that was applied to your credit card account. You again stated that the account is in your wife’s name and you are not responsible for her account. As previously advised, when the DISH Network account was activated, you were added as an authorized user and your credit card account was provided as the qualifying credit card for the DISH Network account. Additionally, a sales confirmation email was sent to [redacted]@gmail.com disclosing the terms and conditions of our service. Per the promotional agreement, DISH Network may automatically debit the qualifying credit card account for any early termination, unreturned equipment and/or shipping fees applied. As a result, $260.00 was debited from your credit card account on May 12, 2016, for the early termination fee. A copy of the agreement wherein this is disclosed was previously provided. We are unable to honor your refund request and we suggest that you contact your financial institution for further options. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc:
Initial Business Response /* (1000, 5, 2015/09/25) */
September 15, 2015
Ms. [redacted]
XXXXX [redacted]
Lucerne Valley, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 15, 2015, we received your complaint, dated September 14,...
2015, filed with the Revdex.com.
You said that you need a copy of your contract and expressed concern about not being able to get it in a timely manner.
When we spoke I apologized for any inconvenience. I emailed you your contract and you confirmed that you received it.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed what Dish said they could provide me to [redacted] said that is not good enough. I need proof I OWN this ipad, so far, nothing can be produced. I am not satisfied with the help I have received at all.
Final Business Response /* (4000, 9, 2015/10/02) */
September 30, 2015
Ms. [redacted]
XXXXX Sutter Rd.
Lucerne Valley, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 30, 2015, filed with the Revdex.com.
You said that you provided [redacted] with your contract in order to prove that you own the [redacted] so that it can be unlocked, but you were told that the contract was not proof.
[redacted] sent you the [redacted] through [redacted] with tracking number 1Z3FXXXXXXXXXXXXXX. Additionally, your [redacted] order ID is XXXXXXXXXX. Unfortunately, this is the only information we have to provide.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 17, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You indicated that the technician dropped your iPhone during a home repair for your iPhone, and that you were...
told that you would not be getting a new phone until another home repair was scheduled. Our records reveal that a new iPhone was shipped to you on Friday August 5, 2016. When I spoke with you by telephone today, you confirmed that you received it. I apologize for the information you received. 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
Complaint: [redacted]
t as she can remove it by law without a report as they just choose not too. I want it removed or I will contact channel news as well attorney general.
I am rejecting this response because I will not go to a police department as get a report down that supposedly happened they say 4 years ago for something I never had. The police have more then important things to do that doesn't have to deal with 4 years ago. I am a single mother of two and don't have time to go to a station for something stupid. It is not on any other credit report on me except one and this lady is an i
Sincerely,
[redacted]