Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have faxed in the statement twice. The first one they said they couldn't find and I do have a copy of the confirmation. I since talked to a [redacted] in the dispute department and she told me to fax it in again. I had problems with the fax number she gave me so I faxed it in again on 3/15/2016 to the office of the president of Dish and have gotten no response as of yet. I am attaching a copy of my bank statement here so they can see it.
Initial Business Response /* (1000, 10, 2015/07/09) */
July 8, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 3, 2015, we received your complaint, dated July 2, 2015, filed with...
the Revdex.com.
You disputed the automatic debiting of your early termination fee associated with your DISH Network account.
I attempted to reach you at (XXX) XXX-XXXX on July 6, 7 and 8, 2015, and I left three voicemails.
In my last message I advised you that on January 11, 2015, you upgraded your equipment through our DISH'n It Up (DIU) promotion. The DIU promotion requires a new 24-month commitment and as you disconnected your account prior to the end of your commitment, an early termination fee of $200.00 was applied to your DISH Network account. As you had a credit balance on your account, your final balance is $121.57. This balance was debited from the credit or debit card account that you provided as a qualifying card when you requested the upgrade, per the terms of the DIU promotion. You later disputed the charge with your bank causing it to be charged back to your DISH Network account.
Our records indicate that you agreed to the terms of the DIU when you signed the DIU agreement (enclosed). Additionally, you were advised of your early termination fee when you contacted us to disconnect your account. We also sent you an email providing you notice of the automatic debit on May 29, 2015.
As our records indicate that you agreed to the terms of and received the benefits of the DIU promotion, we are unable to waive your $121.57 balance and we request that it be paid.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Business Response /* (4000, 17, 2015/09/16) */
August 27, 2015
Ms. [redacted]
XXXXX [redacted] Apt. XXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 26, 2015, we received your complaint, dated August 25, 2015, filed with the Revdex.com.
You expressed concern about the early termination fee associated with your DISH Network account as well the level of customer service you received.
A review of our records reveals that I responded to your letter previously. Enclosed is a copy of my response for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 25, 2015
Ms. [redacted]
XXXXX N. [redacted] Apt. XXXXX
[redacted] XXXXX
Re: XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 24, 2015, we received your correspondence, dated August 18, 2015.
You said that you attempted to reach me but you had to enter several prompts over the phone to do so. You also said that you were not advised that upgrading your equipment would require a new 24-month commitment and that you did not authorize the automatic debit of your early termination fee. In addition, you expressed concern about your customer service experience.
Please note that the number I left in my voicemails was my direct number that requires no prompts. If you ran into prompts when calling then you were calling our toll-free number for customer service.
I reviewed your January 2, 2015, call during which you requested to upgrade your equipment to high-definition. I found that the agent advised you of the 24-month commitment twice, once before setting up the upgrade and once during our standard disclosures at the end of the call.
The DISH'n It Up (DIU) agreement is presented after the installation of the equipment. By signing the Service Agreement and DIU agreement, you agreed to the terms contained therein. Please note that we present you with the documents for your review.
We appreciate your feedback concerning your experience. It will be used to improve our agents' interactions with our customers. We strive to provide excellent service and regret that your experience was unfavorable.
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: [redacted]
January 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. Patel: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You said that you were put under a new contract without your knowledge or permission. You requested that we remove the contract extension. When we spoke, I told you that I removed the contract extension from your account. I advised you that you are still bound by your Digital Home Advantage promotion which expires December 6, 2016. 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] oTell us why here...
Initial Business Response /* (1000, 10, 2015/07/27) */
July 21, 2015
Mr. and Mrs. [redacted]
[redacted]
Greenville, SC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On July 20, 2015, we received your complaint, dated July 17,...
2015, filed with the Revdex.com.
You expressed concern about the credit card payment block on your DISH Network account. You stated that DISH Network debited your bank account twice in May 2015 and that the second payment was unauthorized. You requested to be allowed to make credit or debit card payments to your DISH Network account, and to have the second payment applied to your account.
When we spoke, I advised you that I reviewed your call from May 21, 2015, during which you updated the automatic payment information for your debit card. During the call the agent advised you that we require your balance to be paid when changing automatic payment information, and you agreed to the $131.43 payment.
You disputed that payment through your bank and on June 22, 2015, the $131.43 payment was returned to you and charged back to your DISH Network account. Please note that when we receive a chargeback for a debit or credit card payment, we require that payments be made by check or guaranteed funds for six months on that account, as a safeguard. As a one-time courtesy, I requested to have the credit card block removed from your account.
As the second May 2015 payment was returned to your bank account, we are unable to apply that payment to your balance.
During our call you requested to receive paper bills and I have noted that on your account. Enclosed are your June and July 2015 bills for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have caught their personnel on three occasions lying about this entire ordeal.
We have sent a personal check from our other bank for $401.00. I have instructed Dish twice via email to CANCEL our account as of August 31, 2015.
The only suitable source to remedy this nightmare was our local vice president & manager for [redacted] Revdex.com was certainly a disappointment!
Final Consumer Response /* (4200, 16, 2015/08/21) */
We canceled the account effective August 31. Received letter via [redacted] today acknowledging
confirmation. He stated a [redacted] waived the late charge. We were NOT notified of this I paid the entire
bill just to be done with the entire matter. MORE LIES FROM DISH!
[redacted] stated he had only 1(one) email from me about this saga. He did not forward his email so I went back
and forwarded five(5) separate documents referencing this mess! [redacted] stated he'd send the equipment
containers so we can ship the two DRV's and 4 remote controls. AGAIN he follows the standard protocol of
DISH... lie, lie, lie. On August 3rd, at 1:08pm EDT I spoke directly with [redacted] directing him to cancel this
account t effective 31 August and to send the containers for the Dish equipment. My confirmation letter arrived
today, BUT he dated the letter August 3rd! The mail service does not take that long even during the Christmas
holidays from Colorado to South Carolina! Guess the Pony Express operates on a as needed basis concerning
the mail.
As to your involvement, your lack of sincere concern is much to be desired! I shall notify Revdex.com of this issue and
your Denver/Bolder Office.
[redacted]
Final Business Response /* (4000, 18, 2015/08/31) */
August 24, 2015
Mr. [redacted]
[redacted]
Greenville, SC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 24, 2015, we received your complaint, dated August 21, 2015, filed with the Revdex.com.
You expressed concern about the timeliness of my written reply and the information contained therein.
As I explained when we spoke, our letters must go through an editing process which can delay their posting. Mr. [redacted] waived the late fee on July 30, 2015, and we received your payment on July 31, 2015.
Mr. [redacted] advised me that you and he had reached a resolution to keep your account active. You agreed to keep your account for the monthly $35.00 credits for 12 months Mr. [redacted] offered, as well as Starz and Encore free for three months. Mr. [redacted] also applied a one-time $35.00 credit on August 21, 2015.
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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] dish are crooks not going to argue, just say no one in this house signed any agreement.you sent me signatures of 2 different times we supposedly signed.the signatues dont match on all signatures. you know why? because the tech guy signed and it was 2 diff tech guys that came to my home at different times.if Revdex.com wants to see the different signatures ill send it to them as for rep from dish they had to see 2 different handwriting. thats what you call ignorance and maybe stupidity
Tell us why here...August 11, 2016 Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You stated that your DISH Network bill changes every month and that the price you were quoted when you...
signed up is different than what you are being billed. You expressed concern with the customer service you experienced while attempting to correct these matters. When I spoke with you, I offered an explanation of your bill, item by item, and why it was different every month. After discussing your viewing preferences, I offered to make some changes to your account that will reduce your monthly bill and assist with the past-due balance. You accepted these changes and you consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT
[redacted]
Dear Mrs. [redacted]: On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on December 18, 19 and 20, 2017, were unsuccessful; however, I left three messages. I also sent an email to [redacted] You maintain that you did not receive a billing statement showing the Pay-Per-View (PPV) movies that you ordered. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. Please be advised that all DISH Network charges are reflected on your billing statements. Our records show that two PPVs were ordered on December 2, 2017. Although we received a manual payment of $65.02 to cover the balance due for your November 25, 2017, billing statement, a payment of $29.73 was automatically debited on December 11, 2017, for the remaining amount due of $29.73 for the PPV charges. As your billing statements generate on the 25th of each month, the PPV charges, along with the payment, will be reflected on the billing statement that generates on December 25, 2017. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 18, 2016 [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March...
15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. You maintain that you were not provided the bundled monthly rate of $108.00 for the first year and $133.00 for the second year as promised. You also stated that you were not compensated for the removal of channels due to contract negotiations. You would like a refund for the overcharges and missing channels. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. As DISH Network bills for these channels in a package and not a la carte, account credits are not provided. Your service was activated on January 21, 2015, with a 24-month commitment. Your promotion included a $25.00 monthly credit for the first 12 months. An additional $5.00 monthly price protection credit was applied to offset a price increase because you were still within the 12-month promotional period. This made your monthly rate $29.99 plus tax. DISH Network experienced another $5.00 price increase on January 14, 2016. This along with the expiration of your promotional credits on January 21, 2016, caused you to be billed at the regular monthly rate of $64.99 plus tax. During our phone conversation on March 1, 2016, I advised you that DISH Network is unable to access [redacted]’s billing system to confirm their monthly charges or your bundled rate. I also told you that DISH Network reserves the right to change prices at any time. DISH Network is unable to honor your pricing and programming refund requests. However, due to your dissatisfaction with my explanation, I waived your 24-month commitment. You are not obligated to DISH Network and you may disconnect your service at any time. You also requested that DISH Network remove the equipment from your home. When you agreed to a free installation of the equipment, it did not include the removal at the end of our business relationship. DISH Network only requires the return of the remotes and receivers and we will provide prepaid UPS boxes for the return upon the disconnection of your service. We do not require the return of the satellite dish; therefore, a technician is not sent to remove it. 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: [redacted]-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On March 9, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.com. You expressed concern with the pixilation issues you have experienced and you indicated that these issues could not be corrected by technicians. You requested a refund...
for the early termination fee. When we spoke today, I advised you that the early termination fee was previously waived. You may cancel your service at any time without a penalty. Your refund request cannot be honored, as no funds were collected for the early termination fee. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You expressed concern with the balance of $833.35 that was reported to collections. You maintain that you did not sign an agreement and your monthly rate was increased because of a late payment. Your service was activated on September 9, 2013, with a 24-month commitment through Progressive Security Inc., an independent company. Enclosed is a copy of your 24-month agreement. Additionally, we show that a sales confirmation email was sent to [redacted] on September 9, 2013, disclosing the terms and conditions of our service. Your promotion included a monthly discount of $30.00 for the first 12 months. You also received the Protection Plan free for four months. In order to receive the promotional offers, your account must remain active and in good standing. Your service was disconnected on February 3, 2014, for non-payment. As a result, your promotional offers were forfeited. When your service was restarted on February 10, 2014, you began to be billed the regular monthly rate of $100.99 plus tax. Your service was again disconnected on May 5, 2014, for non-payment. At that time, your account was left with an unpaid service balance of $204.19. Since your term commitment was not fulfilled, an early termination fee of $340.00 was applied to your account. You were also charged $248.00 for an unreturned receiver (model 722) and an LNBF (eye piece on the satellite dish). When I spoke with you by phone today, I advised you that while the charges are valid, I made an exception and removed the equipment fees. This will reduce your balance to $568.61. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will however wait to see if I am billed again this month. They did not credit the full amount that they said. I will file a new complaint if I am billed again.
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]
Complaint: [redacted]
I am rejecting this response because:The response is incorrect I have attach supporting documents proving this fact. Dish has continued to tell me that past credits that I was owed and already being credited to my account counts towards credits I was due because I was without service. The only reason why I paid for services I was without is because my credit card was being automatically debited and I was promised by dish that once the problem was resolved with my services I would be credited so I believed Dish and allowed them to continue to debit my card. Once they issued two credits of the four promised they refused to issue anymore. Dish needs to understand that a company can't stockpile credits for past issues and then when new service issues arise they are not liable for them because it all evens out to them.
Sincerely,
[redacted]
May 23, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted] On May 18, 2017, we received your complaint, dated May 8, 2017, filed with the Revdex.com. You expressed further concern with the reporting of your account balance to collections, and the information in my previous letter. You also stated that you received a billing statement reflecting a zero balance. As previously advised, our attempts to debit your credit card account for the early termination fee of $60.00 were unsuccessful. Additionally, the billing statements that were mailed on November 16, 2016, and December 16, 2016, were sent to the billing address on your account, which is correct. The balance was reported to a collection agency on December 28, 2016, because it was not paid. As indicated in my voicemail on May 8, 2017, the balance of $144.30 is still owed to DISH Network. Once the balance is paid in full, I am willing to make an exception and remove the information from the credit bureaus. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your complaint, dated September 22, 2015,...
filed with the Revdex.com.
You said that you were told you were still under a contract when you closed your account. You indicated that the contract you were provided with was forged, and you requested that we waive your early termination fee.
When we spoke I informed you that no one here is trained to analyze signatures; therefore, we consider it to be valid. In addition, we emailed you the contract on the day the installation took place and we didn't receive any calls from you regarding the contract and its signature.
Nevertheless, in the interest of good customer service, I waived your early termination fee. I advised you that the remaining balance of $172.50 is valid.
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 /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have resolved my issue and waived the contract I didn't authorize.
December 22, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 21, 2015, we received your correspondence, dated December 18, 2015, filed with the Revdex.com.
Our records...
show that this matter was previously addressed by letter correspondence (copy enclosed) through the Federal Communications Commission (FCC).
In the future, the duplicate account should not populate when you call DISH Network.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
[redacted]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
December 22, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: FCC Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 17, 2015, we received your correspondence, dated December 16, 2015, filed with the Federal Communications Commission.
You said you have a Pay-In Advance account and you disputed the account collection.
Our records show that your account was interrupted on September 23, 2015. However, when you called to inquire about your bill on October 15, 2015, the interruption was canceled and the service was restored in error and then disconnected. As a result, you were billed for service from September 23, 2015, through October 15, 2015.
When we spoke today, I advised you that the system billed you for service through the disconnection date.
I reversed the balance of $26.96 and submitted a refund for the same amount. Please allow five business days for processing. This information will also be removed from your credit report. Please allow eight weeks for your credit report to be updated. You accepted this resolution.
We appreciate your feedback and your concerns will be addressed 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 [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]
cc: Federal Communications Commission
[redacted]
[redacted]
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mrs. [redacted]: On February 6, 2017, we received your correspondence, dated February 5, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on February 8, 9 and 10, 2017, and I left three voice messages. I also sent an email to you at [redacted] Although you returned my call, we were unable to speak directly. You expressed concern with the installation of your DISH Network service, and you said that cable was left unburied. You disputed the early termination fee. A review of your account reveals that the internet early termination fee was previously waived. You may cancel your service at any time with no penalty. We appreciate 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 [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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/07) */
December 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your correspondence, dated November 23, 2015,...
filed with the Revdex.com.
You maintain you were not provided a bill prior to your account being reported to collections.
I attempted to reach you at (XXX) XXX-XXXX (the contact number on your correspondence) on November 25, 2015, and December 4, 2015. There was no option to leave a voice message.
We mailed a bill to your address on the 10th of every month. We also sent monthly emails to [redacted]@gmail.com advising of your account status. Our records show that no payment was made for service rendered and your account was disconnected on July 21, 2015. Because your account was disconnected prior to the DISH'n It Up promotional fulfillment date, you were billed $80.00 for the early termination fee. As a courtesy, I reversed this fee from your account.
I have enclosed copies of your June, July, August and September 2015 billing statements for your records. When the balance of $81.21 is paid in full for service rendered, I will make an exception and remove the information from your credit report.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There is an option to leave a voice message on my phone, I have an automated message that gives my number and the option to leave a message, I don't not know why Dish was not able to leave a message. I contacted DISH representatives on the phone to turn off my account and was told I would receive a bill from them but did not- however I will correct the balance owed today by calling the main DISH customer service number. I appreciate the reply from Dish and will make payment of the $81.21 balance per agreement and expect this derogatory item to be removed from my credit report. This correspondence will serve as documentation on DISH's agreement to remove said item from my credit report. If this is not honored I will seek legal remedy per FDCPA along with cost damages. Thank you for your assistance Revdex.com.
Tell us why here...August 24, 2016 Dear Ms. [redacted]: On August 18, 2016, we received your complaint, dated August 17, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on August 22, 23 and 24, 2016. I left three voice messages....
You said you were told your price was $59.99 per month with no equipment fees or additional charges. You requested programming credits. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, you received a price guarantee for the America’s Top 200 programming package with DVR service and eAutoPay for two years at $64.99 per month plus tax. You also received a Super Joey and two Joey receiver fees at 24.00 per month. The receiver fees cannot be waived. We provided you with a $50.00 savings credit on your first bill and the HBO, Showtime, Cinemax and DISH Movie channels free for three months, along with the Protection Plan free for six months. When the free service ended, the regular price was applied. Your sales call was reviewed and we found that full disclosure for the DHA terms were provided. You were also advised that the monthly price was $88.99 plus tax. In addition, a sales confirmation email was sent to [redacted]@gmail.com on July 23, 2015. This sales confirmation also included the disclosures as well as links providing the option to view the agreement prior to the installation. There is a history of partial payments being made and payment reversals on your account. As a result, a past-due amount is carried over every month. This has caused late and return payment fees to apply to your account. This has also caused your service to be interrupted due to nonpayment on several occasions. Because your account was disconnected on April 22, 2016, an early termination fee of $320.00 was applied to your account. A payment for the same amount was collected with your qualifying credit card account on May 19, 2016. Per your request, the service was restored on May 22, 2016; however the promotional credits were forfeited due to the disconnection. A refund of $320.00 was applied to your credit card account ending in 8953 on May 25, 2016. When the service was restored, the balance due for service rendered was $529.72. On August 1, 2016, a payment of $370.00 was made online and the payment was reversed on August 5, 2016. This caused your service to be interrupted for nonpayment. We ask that the amount of $638.98 be paid to restore your service. Once the service is restored, you can downgrade your programming package to assist with the monthly cost. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
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.
If indeed [redacted] is offering me out of my contract - I will agree to accept this response. I need to know what I need to do to get out of this contract without having any issues with Dish. Is it notated in my records?
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have faxed in the statement twice. The first one they said they couldn't find and I do have a copy of the confirmation. I since talked to a [redacted] in the dispute department and she told me to fax it in again. I had problems with the fax number she gave me so I faxed it in again on 3/15/2016 to the office of the president of Dish and have gotten no response as of yet. I am attaching a copy of my bank statement here so they can see it.
Initial Business Response /* (1000, 10, 2015/07/09) */
July 8, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 3, 2015, we received your complaint, dated July 2, 2015, filed with...
the Revdex.com.
You disputed the automatic debiting of your early termination fee associated with your DISH Network account.
I attempted to reach you at (XXX) XXX-XXXX on July 6, 7 and 8, 2015, and I left three voicemails.
In my last message I advised you that on January 11, 2015, you upgraded your equipment through our DISH'n It Up (DIU) promotion. The DIU promotion requires a new 24-month commitment and as you disconnected your account prior to the end of your commitment, an early termination fee of $200.00 was applied to your DISH Network account. As you had a credit balance on your account, your final balance is $121.57. This balance was debited from the credit or debit card account that you provided as a qualifying card when you requested the upgrade, per the terms of the DIU promotion. You later disputed the charge with your bank causing it to be charged back to your DISH Network account.
Our records indicate that you agreed to the terms of the DIU when you signed the DIU agreement (enclosed). Additionally, you were advised of your early termination fee when you contacted us to disconnect your account. We also sent you an email providing you notice of the automatic debit on May 29, 2015.
As our records indicate that you agreed to the terms of and received the benefits of the DIU promotion, we are unable to waive your $121.57 balance and we request that it be paid.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Business Response /* (4000, 17, 2015/09/16) */
August 27, 2015
Ms. [redacted]
XXXXX [redacted] Apt. XXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 26, 2015, we received your complaint, dated August 25, 2015, filed with the Revdex.com.
You expressed concern about the early termination fee associated with your DISH Network account as well the level of customer service you received.
A review of our records reveals that I responded to your letter previously. Enclosed is a copy of my response for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 25, 2015
Ms. [redacted]
XXXXX N. [redacted] Apt. XXXXX
[redacted] XXXXX
Re: XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 24, 2015, we received your correspondence, dated August 18, 2015.
You said that you attempted to reach me but you had to enter several prompts over the phone to do so. You also said that you were not advised that upgrading your equipment would require a new 24-month commitment and that you did not authorize the automatic debit of your early termination fee. In addition, you expressed concern about your customer service experience.
Please note that the number I left in my voicemails was my direct number that requires no prompts. If you ran into prompts when calling then you were calling our toll-free number for customer service.
I reviewed your January 2, 2015, call during which you requested to upgrade your equipment to high-definition. I found that the agent advised you of the 24-month commitment twice, once before setting up the upgrade and once during our standard disclosures at the end of the call.
The DISH'n It Up (DIU) agreement is presented after the installation of the equipment. By signing the Service Agreement and DIU agreement, you agreed to the terms contained therein. Please note that we present you with the documents for your review.
We appreciate your feedback concerning your experience. It will be used to improve our agents' interactions with our customers. We strive to provide excellent service and regret that your experience was unfavorable.
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: [redacted]
January 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. Patel: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You said that you were put under a new contract without your knowledge or permission. You requested that we remove the contract extension. When we spoke, I told you that I removed the contract extension from your account. I advised you that you are still bound by your Digital Home Advantage promotion which expires December 6, 2016. 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] oTell us why here...
Initial Business Response /* (1000, 10, 2015/07/27) */
July 21, 2015
Mr. and Mrs. [redacted]
[redacted]
Greenville, SC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On July 20, 2015, we received your complaint, dated July 17,...
2015, filed with the Revdex.com.
You expressed concern about the credit card payment block on your DISH Network account. You stated that DISH Network debited your bank account twice in May 2015 and that the second payment was unauthorized. You requested to be allowed to make credit or debit card payments to your DISH Network account, and to have the second payment applied to your account.
When we spoke, I advised you that I reviewed your call from May 21, 2015, during which you updated the automatic payment information for your debit card. During the call the agent advised you that we require your balance to be paid when changing automatic payment information, and you agreed to the $131.43 payment.
You disputed that payment through your bank and on June 22, 2015, the $131.43 payment was returned to you and charged back to your DISH Network account. Please note that when we receive a chargeback for a debit or credit card payment, we require that payments be made by check or guaranteed funds for six months on that account, as a safeguard. As a one-time courtesy, I requested to have the credit card block removed from your account.
As the second May 2015 payment was returned to your bank account, we are unable to apply that payment to your balance.
During our call you requested to receive paper bills and I have noted that on your account. Enclosed are your June and July 2015 bills for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have caught their personnel on three occasions lying about this entire ordeal.
We have sent a personal check from our other bank for $401.00. I have instructed Dish twice via email to CANCEL our account as of August 31, 2015.
The only suitable source to remedy this nightmare was our local vice president & manager for [redacted] Revdex.com was certainly a disappointment!
Final Consumer Response /* (4200, 16, 2015/08/21) */
We canceled the account effective August 31. Received letter via [redacted] today acknowledging
confirmation. He stated a [redacted] waived the late charge. We were NOT notified of this I paid the entire
bill just to be done with the entire matter. MORE LIES FROM DISH!
[redacted] stated he had only 1(one) email from me about this saga. He did not forward his email so I went back
and forwarded five(5) separate documents referencing this mess! [redacted] stated he'd send the equipment
containers so we can ship the two DRV's and 4 remote controls. AGAIN he follows the standard protocol of
DISH... lie, lie, lie. On August 3rd, at 1:08pm EDT I spoke directly with [redacted] directing him to cancel this
account t effective 31 August and to send the containers for the Dish equipment. My confirmation letter arrived
today, BUT he dated the letter August 3rd! The mail service does not take that long even during the Christmas
holidays from Colorado to South Carolina! Guess the Pony Express operates on a as needed basis concerning
the mail.
As to your involvement, your lack of sincere concern is much to be desired! I shall notify Revdex.com of this issue and
your Denver/Bolder Office.
[redacted]
Final Business Response /* (4000, 18, 2015/08/31) */
August 24, 2015
Mr. [redacted]
[redacted]
Greenville, SC XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 24, 2015, we received your complaint, dated August 21, 2015, filed with the Revdex.com.
You expressed concern about the timeliness of my written reply and the information contained therein.
As I explained when we spoke, our letters must go through an editing process which can delay their posting. Mr. [redacted] waived the late fee on July 30, 2015, and we received your payment on July 31, 2015.
Mr. [redacted] advised me that you and he had reached a resolution to keep your account active. You agreed to keep your account for the monthly $35.00 credits for 12 months Mr. [redacted] offered, as well as Starz and Encore free for three months. Mr. [redacted] also applied a one-time $35.00 credit on August 21, 2015.
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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] dish are crooks not going to argue, just say no one in this house signed any agreement.you sent me signatures of 2 different times we supposedly signed.the signatues dont match on all signatures. you know why? because the tech guy signed and it was 2 diff tech guys that came to my home at different times.if Revdex.com wants to see the different signatures ill send it to them as for rep from dish they had to see 2 different handwriting. thats what you call ignorance and maybe stupidity
Tell us why here...August 11, 2016 Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You stated that your DISH Network bill changes every month and that the price you were quoted when you...
signed up is different than what you are being billed. You expressed concern with the customer service you experienced while attempting to correct these matters. When I spoke with you, I offered an explanation of your bill, item by item, and why it was different every month. After discussing your viewing preferences, I offered to make some changes to your account that will reduce your monthly bill and assist with the past-due balance. You accepted these changes and you consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT
December 21, 2017 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]
Dear Mrs. [redacted]: On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on December 18, 19 and 20, 2017, were unsuccessful; however, I left three messages. I also sent an email to [redacted] You maintain that you did not receive a billing statement showing the Pay-Per-View (PPV) movies that you ordered. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. Please be advised that all DISH Network charges are reflected on your billing statements. Our records show that two PPVs were ordered on December 2, 2017. Although we received a manual payment of $65.02 to cover the balance due for your November 25, 2017, billing statement, a payment of $29.73 was automatically debited on December 11, 2017, for the remaining amount due of $29.73 for the PPV charges. As your billing statements generate on the 25th of each month, the PPV charges, along with the payment, will be reflected on the billing statement that generates on December 25, 2017. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 18, 2016 [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March...
15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. You maintain that you were not provided the bundled monthly rate of $108.00 for the first year and $133.00 for the second year as promised. You also stated that you were not compensated for the removal of channels due to contract negotiations. You would like a refund for the overcharges and missing channels. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. As DISH Network bills for these channels in a package and not a la carte, account credits are not provided. Your service was activated on January 21, 2015, with a 24-month commitment. Your promotion included a $25.00 monthly credit for the first 12 months. An additional $5.00 monthly price protection credit was applied to offset a price increase because you were still within the 12-month promotional period. This made your monthly rate $29.99 plus tax. DISH Network experienced another $5.00 price increase on January 14, 2016. This along with the expiration of your promotional credits on January 21, 2016, caused you to be billed at the regular monthly rate of $64.99 plus tax. During our phone conversation on March 1, 2016, I advised you that DISH Network is unable to access [redacted]’s billing system to confirm their monthly charges or your bundled rate. I also told you that DISH Network reserves the right to change prices at any time. DISH Network is unable to honor your pricing and programming refund requests. However, due to your dissatisfaction with my explanation, I waived your 24-month commitment. You are not obligated to DISH Network and you may disconnect your service at any time. You also requested that DISH Network remove the equipment from your home. When you agreed to a free installation of the equipment, it did not include the removal at the end of our business relationship. DISH Network only requires the return of the remotes and receivers and we will provide prepaid UPS boxes for the return upon the disconnection of your service. We do not require the return of the satellite dish; therefore, a technician is not sent to remove it. 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: [redacted]-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On March 9, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.com. You expressed concern with the pixilation issues you have experienced and you indicated that these issues could not be corrected by technicians. You requested a refund...
for the early termination fee. When we spoke today, I advised you that the early termination fee was previously waived. You may cancel your service at any time without a penalty. Your refund request cannot be honored, as no funds were collected for the early termination fee. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
March 3, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You expressed concern with the balance of $833.35 that was reported to collections. You maintain that you did not sign an agreement and your monthly rate was increased because of a late payment. Your service was activated on September 9, 2013, with a 24-month commitment through Progressive Security Inc., an independent company. Enclosed is a copy of your 24-month agreement. Additionally, we show that a sales confirmation email was sent to [redacted] on September 9, 2013, disclosing the terms and conditions of our service. Your promotion included a monthly discount of $30.00 for the first 12 months. You also received the Protection Plan free for four months. In order to receive the promotional offers, your account must remain active and in good standing. Your service was disconnected on February 3, 2014, for non-payment. As a result, your promotional offers were forfeited. When your service was restarted on February 10, 2014, you began to be billed the regular monthly rate of $100.99 plus tax. Your service was again disconnected on May 5, 2014, for non-payment. At that time, your account was left with an unpaid service balance of $204.19. Since your term commitment was not fulfilled, an early termination fee of $340.00 was applied to your account. You were also charged $248.00 for an unreturned receiver (model 722) and an LNBF (eye piece on the satellite dish). When I spoke with you by phone today, I advised you that while the charges are valid, I made an exception and removed the equipment fees. This will reduce your balance to $568.61. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will however wait to see if I am billed again this month. They did not credit the full amount that they said. I will file a new complaint if I am billed again.
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]
Complaint: [redacted]
I am rejecting this response because:The response is incorrect I have attach supporting documents proving this fact. Dish has continued to tell me that past credits that I was owed and already being credited to my account counts towards credits I was due because I was without service. The only reason why I paid for services I was without is because my credit card was being automatically debited and I was promised by dish that once the problem was resolved with my services I would be credited so I believed Dish and allowed them to continue to debit my card. Once they issued two credits of the four promised they refused to issue anymore. Dish needs to understand that a company can't stockpile credits for past issues and then when new service issues arise they are not liable for them because it all evens out to them.
Sincerely,
[redacted]
May 23, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted] On May 18, 2017, we received your complaint, dated May 8, 2017, filed with the Revdex.com. You expressed further concern with the reporting of your account balance to collections, and the information in my previous letter. You also stated that you received a billing statement reflecting a zero balance. As previously advised, our attempts to debit your credit card account for the early termination fee of $60.00 were unsuccessful. Additionally, the billing statements that were mailed on November 16, 2016, and December 16, 2016, were sent to the billing address on your account, which is correct. The balance was reported to a collection agency on December 28, 2016, because it was not paid. As indicated in my voicemail on May 8, 2017, the balance of $144.30 is still owed to DISH Network. Once the balance is paid in full, I am willing to make an exception and remove the information from the credit bureaus. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your complaint, dated September 22, 2015,...
filed with the Revdex.com.
You said that you were told you were still under a contract when you closed your account. You indicated that the contract you were provided with was forged, and you requested that we waive your early termination fee.
When we spoke I informed you that no one here is trained to analyze signatures; therefore, we consider it to be valid. In addition, we emailed you the contract on the day the installation took place and we didn't receive any calls from you regarding the contract and its signature.
Nevertheless, in the interest of good customer service, I waived your early termination fee. I advised you that the remaining balance of $172.50 is valid.
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 /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have resolved my issue and waived the contract I didn't authorize.
December 22, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 21, 2015, we received your correspondence, dated December 18, 2015, filed with the Revdex.com.
Our records...
show that this matter was previously addressed by letter correspondence (copy enclosed) through the Federal Communications Commission (FCC).
In the future, the duplicate account should not populate when you call DISH Network.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
[redacted]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
December 22, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: FCC Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 17, 2015, we received your correspondence, dated December 16, 2015, filed with the Federal Communications Commission.
You said you have a Pay-In Advance account and you disputed the account collection.
Our records show that your account was interrupted on September 23, 2015. However, when you called to inquire about your bill on October 15, 2015, the interruption was canceled and the service was restored in error and then disconnected. As a result, you were billed for service from September 23, 2015, through October 15, 2015.
When we spoke today, I advised you that the system billed you for service through the disconnection date.
I reversed the balance of $26.96 and submitted a refund for the same amount. Please allow five business days for processing. This information will also be removed from your credit report. Please allow eight weeks for your credit report to be updated. You accepted this resolution.
We appreciate your feedback and your concerns will be addressed 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 [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]
cc: Federal Communications Commission
[redacted]
[redacted]
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mrs. [redacted]: On February 6, 2017, we received your correspondence, dated February 5, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on February 8, 9 and 10, 2017, and I left three voice messages. I also sent an email to you at [redacted] Although you returned my call, we were unable to speak directly. You expressed concern with the installation of your DISH Network service, and you said that cable was left unburied. You disputed the early termination fee. A review of your account reveals that the internet early termination fee was previously waived. You may cancel your service at any time with no penalty. We appreciate 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 [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] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/07) */
December 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your correspondence, dated November 23, 2015,...
filed with the Revdex.com.
You maintain you were not provided a bill prior to your account being reported to collections.
I attempted to reach you at (XXX) XXX-XXXX (the contact number on your correspondence) on November 25, 2015, and December 4, 2015. There was no option to leave a voice message.
We mailed a bill to your address on the 10th of every month. We also sent monthly emails to [redacted]@gmail.com advising of your account status. Our records show that no payment was made for service rendered and your account was disconnected on July 21, 2015. Because your account was disconnected prior to the DISH'n It Up promotional fulfillment date, you were billed $80.00 for the early termination fee. As a courtesy, I reversed this fee from your account.
I have enclosed copies of your June, July, August and September 2015 billing statements for your records. When the balance of $81.21 is paid in full for service rendered, I will make an exception and remove the information from your credit report.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There is an option to leave a voice message on my phone, I have an automated message that gives my number and the option to leave a message, I don't not know why Dish was not able to leave a message. I contacted DISH representatives on the phone to turn off my account and was told I would receive a bill from them but did not- however I will correct the balance owed today by calling the main DISH customer service number. I appreciate the reply from Dish and will make payment of the $81.21 balance per agreement and expect this derogatory item to be removed from my credit report. This correspondence will serve as documentation on DISH's agreement to remove said item from my credit report. If this is not honored I will seek legal remedy per FDCPA along with cost damages. Thank you for your assistance Revdex.com.
Tell us why here...August 24, 2016 Dear Ms. [redacted]: On August 18, 2016, we received your complaint, dated August 17, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on August 22, 23 and 24, 2016. I left three voice messages....
You said you were told your price was $59.99 per month with no equipment fees or additional charges. You requested programming credits. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, you received a price guarantee for the America’s Top 200 programming package with DVR service and eAutoPay for two years at $64.99 per month plus tax. You also received a Super Joey and two Joey receiver fees at 24.00 per month. The receiver fees cannot be waived. We provided you with a $50.00 savings credit on your first bill and the HBO, Showtime, Cinemax and DISH Movie channels free for three months, along with the Protection Plan free for six months. When the free service ended, the regular price was applied. Your sales call was reviewed and we found that full disclosure for the DHA terms were provided. You were also advised that the monthly price was $88.99 plus tax. In addition, a sales confirmation email was sent to [redacted]@gmail.com on July 23, 2015. This sales confirmation also included the disclosures as well as links providing the option to view the agreement prior to the installation. There is a history of partial payments being made and payment reversals on your account. As a result, a past-due amount is carried over every month. This has caused late and return payment fees to apply to your account. This has also caused your service to be interrupted due to nonpayment on several occasions. Because your account was disconnected on April 22, 2016, an early termination fee of $320.00 was applied to your account. A payment for the same amount was collected with your qualifying credit card account on May 19, 2016. Per your request, the service was restored on May 22, 2016; however the promotional credits were forfeited due to the disconnection. A refund of $320.00 was applied to your credit card account ending in 8953 on May 25, 2016. When the service was restored, the balance due for service rendered was $529.72. On August 1, 2016, a payment of $370.00 was made online and the payment was reversed on August 5, 2016. This caused your service to be interrupted for nonpayment. We ask that the amount of $638.98 be paid to restore your service. Once the service is restored, you can downgrade your programming package to assist with the monthly cost. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
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.
If indeed [redacted] is offering me out of my contract - I will agree to accept this response. I need to know what I need to do to get out of this contract without having any issues with Dish. Is it notated in my records?
Sincerely,
[redacted]