December 23, 2015
Mr. [redacted]
[redacted]
Bronx, NY [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.com.
You expressed further concern with your monthly charges.
As previously advised, a review of the call on July 23, 2015, when you contacted us to change your package did not reveal that a time frame for the new monthly rate was given. In fact, there was no mention of your term commitment. Therefore, your term commitment remains valid.
You also maintain that the credit inquiry was supposed to be removed after a year. Please be advised that DISH Network credit inquiries are not removed until at least two years after the request was made.
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: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
February 11, 2016 Mr. and Mrs. [redacted]. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On February 10, 2016, we received your correspondence, dated February 9, 2016, filed with the Revdex.com. You expressed concern with your monthly billing rate, programming, and the customer service you received. Our records reveal that we have applied several programming credits to your account since March 2014, including a $50.00 monthly credit you are currently receiving through June 2016. No additional credit is warranted. Please note that, while DISH Network provides the forum through which you receive the programming, we do not determine the content of that programming. The scheduling of programming and commercials is the sole responsibility of the programming provider. When we spoke today, I advised you that I reviewed your recorded calls and found that our agents addressed your concerns in a professional manner. During our conversation, I informed you that although we are providing you with monthly programming credits, partial payments are being made causing the account balance to carry over from month to month and for late fees to apply. This has also caused service interruptions due to nonpayment. On January 30, 2016, per your request, your programming package was downgraded to the Smart Pack. Your monthly service, before any programming credits are subtracted, consists of the Smart Pack ($36.99), DVR service fee (7.00) and an additional receiver fee ($14.00) for a total of $57.99 plus tax. We regret that you are dissatisfied with the service. 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] [redacted]
Complaint: 11741403
I am rejecting this response because:Your reply is FALSE. I called, I chatted with customer service representatives on your website, etc. But I have been told and read this is how you do business. I'm very disappointed that companies can get by with this but I will take other steps. Thank you.
Sincerely,
Lana Savage
April 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 12, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 13, 19 and 22, 2016, and I left three messages. You indicated that when you disconnected your service, we did not remove the satellite dish. When you accepted the installation of the satellite dish, we provided you with a free installation. Once it is installed, the satellite dish becomes a permanent fixture and your property. As we do not request that the satellite dish be returned, we do not 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: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com
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: I received one voicemail from them. I returned the call and left a voicemail and have not heard from them since. I have dealt with there customer service since on an ongoing issue with no being able to use dishanywhere.com for two months! after being able to use it for over a year and a half. There customer support is horrible. No one is able to help and there response is our engineers are working on it. I do pay for the service plan and NO ONE has offered to replace any equipment. NO ONE has actually put any effort into trouble shooting either. they take the information and then they can't help me. My bill is auto pay every month. they have no problem taking that, but they can't fix this issue EVER. technically it is a "free" service that is offered... that is what I am told over and over by the customer support staff... but it is FALSE advertising! If I pay for the service and I can't get what is a HUGE advertised perk of the service they are stealing from me every time they take their payment from my account.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/14) */
July 13, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with...
the Revdex.com.
You expressed concern with the requirement of a 24-month commitment for the addition of a second receiver.
Your initial 24-month commitment for our Digital Home Advantage promotion began on January 26, 2015. Please be advised that any leased equipment requested after the activation of service is considered an upgrade. Our DISH'n It Up promotion will provide additional equipment for free; however, we require a 24-month commitment. Otherwise, to avoid the term commitment, the equipment can be purchased.
When I spoke with you by phone today, I advised you that the term commitment for an additional receiver is valid. You did not agree with my explanation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
August 24, 2016 Dear Ms. [redacted]: On August 25, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on August 17, 22 and 24, 2016, and I left three...
messages. You indicated that you disconnected your DISH Network account because the Tribune Broadcasting negotiations have not been resolved. You maintain that we violated the contract and you expressed concern that your credit card account was automatically debited $94.33 for an early termination fee. You also mentioned that you have experienced technical issues. We understand your frustration with the loss of your local channel. While some customers may be willing to pay extra for these channels, Tribune is forcing our customers to pay for an additional unrelated cable channel. Many are counting on DISH Network to stand firm. Channel owners will be inclined to continue with the channel takedowns if we fail to hold the line during negotiations. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed), which states that we reserve the right to change programming, prices and packages. A $140.00 early termination fee was applied to your account. Because you had a credit, it reduced the remaining balance to $94.33. Authorization to automatically debit your debit/credit card is provided in the DHA agreement and in the sales disclosures. There were some issues reported in June 2015 but a technician visit on June 30, 2015, corrected the problem and no further ongoing issues were reported. You were provided a time-without-service credit of $72.38. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/07/27) */
July 22, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 21, 2015, we received your complaint, dated July 20, 2015, filed with the...
Revdex.com.
You disputed the 24-month commitment, indicating that you were told a term commitment would not be required when your equipment was upgraded.
Our records reveal that your equipment was upgraded through our DISH'n It Up promotion. Although this promotion requires a 24-month commitment, the term commitment was waived on July 10, 2015. As a result, you are on a month-to-month basis. An early termination fee will not be applied if you choose to disconnect your service.
You also expressed concern with your monthly charges as you stated that your bill continues to increase. A review of your account shows that the only increase that has been applied to your account was in January 2015. At that time, the price of the America's Top 250 package was increased by $5.00.
A monthly credit of $10.00 was applied to your account on March 3, 2015, for six months. When I spoke with you by phone on July 21, 2015, I advised you that the monthly credit reduced your monthly rate to $144.99 plus tax. Once the credit ends on September 3, 2015, you will be billed the regular monthly rate of $154.99 plus tax.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke to [redacted] on July 21, 2015. She reasured me that I would not be under contract with Dish Network and my Service will be Month to Month Basis .... with NO termination fees if I wish to leave the company at any time. Also, we talked about the constant increase of my bill charges. We came to an agreement, and I will be Monitoring my bill charges very carefully after September 2015, to see if the company will comply with what [redacted] Promised. Hopefully, there will be No more Issues with Dish Network from here on.
I want to take the time to Thank Revdex.com, for Your Intervention and all your Help. I know, I would have Not been able to fix this situation with Dish Network on my own.....Therefore, Thank you so Much Revdex.com!
Initial Business Response /* (1000, 5, 2015/09/25) */
September 17, 2015
[redacted]
XXXXX XXth [redacted]
[redacted], ** 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 maintain that DISH Network continued to bill you for internet service after you requested cancellation of your account. You said that DISH Network automatically collected $115.83 even though you requested that the Credit Card AutoPay (CCA) option be cancelled. You indicated that you received poor customer service when you requested a refund, and you were told that you would have to wait 45 to 60 days for the refund. You requested a credit for the period during which you were overcharged, and a refund for the amount you overpaid.
A review of your account reveals that you requested cancellation of your service on August 14, 2015, and that you were billed through August 14, 2015, for TV service. However, you were billed through August 20, 2015, for internet service. We do not have any record of your request to remove the CCA from your account. As such, you were charged for services rendered and an unreturned modem. The modem fee was removed when you returned the modem to DISH Network.
When we spoke today, I advised you that I backdated the billing for internet service to August 14, 2015. I also made an exception and refunded the credit amount. Please allow three to five business days for processing.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
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: 7:00 am-3:30 pm MST, MON-FRI
(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.)
[redacted] called me and corrected the end dates for our services. I was issued a refund of the credit balance and for charges associated with returning the devices. He was significantly more helpful than any other person I spoke to. I appreciate his willingness to correct the problems I had.
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 I receive another piece of mail from your company I will take other steps to make sure that this mail harassment stops once and for all
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 6, 2015, we received your complaint, dated November 5, 2015, filed with the...
Revdex.com.
You maintain that you continue to be billed for service even though you changed service providers on September 1, 2015. You requested that the billing cease and our equipment be removed from your property.
A review of your account shows that while you contacted us on August 30, 2015, this call was for technical assistance with the equipment. Your service was interrupted for non-payment on October 4, 2015, and was fully disconnected on November 3, 2015. At that time, your account was left with an unpaid balance of $102.88, which included a $10.00 box return fee.
When I spoke with you by phone on November 6, 2015, I advised you that I made an exception and removed the service charges from your account, leaving a zero balance.
When you agreed to a free installation of our equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the remotes and receivers and will provide UPS boxes for the return. We do not require the return of the satellite dish.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated I was disconnected for non payment, true I did discontinue payment, but only after I stopped services. When they phoned they kept talking over me and not listening. Dish stated when I agreed to free instillation it did not include removal. At no time during the instilation process was I informed should I discontinue services that I would be charged for the removal or disconnection. All fees should be listed and agreed upon before Dish does any instillation. The boxes have been returned. The $ 102.88 was should have been for Sept 12 to Oct 11 a time I no longer needed them, if anything I should receive a prorated refund for Sept 1 through the 12 at which I no longer needed Dish service. However I have not requested that back. I only ask Dish to stop billing me.
To know for sure if my issues have been resolved I will have to wait and see if they generate another bill next month.
Final Business Response /* (4000, 9, 2015/11/23) */
November 17, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 16, 2015, filed with the Revdex.com.
You expressed further concern with the charges on your account for service after August 30, 2015. You also stated that you were not told previously that there would be a cost to remove the satellite dish once the service was canceled.
As previously advised, our records do not show that you contacted us on or around August 30, 2015, to disconnect your service; however, I made an exception and reversed the balance from your account. As of November 9, 2015, your account has a zero balance.
Additionally, as we do not require the satellite dish to be returned, we will not send a technician to remove 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 11, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]
I am rejecting this response because:Dish seems to think that a consumer should roll over and take their abuse...I want all my money back & an apology...I am considering a full page anti-Dish add in our local paper & suing them in small claims court.
Sincerely,
[redacted]
July 26, 2016 Dear Mr. [redacted]: On July 21, 2016, we received your correspondence, dated July 18, 2016, filed with the Revdex.com. You expressed concern with our Hopper advertisements--specifically the available tuners for recording. You...
requested programming credits or free premium channels. When we spoke today, you said the advertisement you are referencing was on our information channel. Your feedback and concerns will be shared internally with the appropriate personnel. As a courtesy, I scheduled a technician visit for July 27, 2016, between the hours of noon and 5:00 pm for a free Hopper 3 with Joey receiver upgrade. Your DVR service fee will increase by $3.00 per month. I also waived the separate 24-month term commitment for this DISH’ It Up equipment upgrade. You accepted this resolution. 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
Initial Business Response /* (1000, 5, 2015/11/04) */
November 3, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed...
with the Revdex.com.
You said that you are being billed for unreturned equipment that you were told not to return. You asked that the charges be waived.
When we spoke I advised you that I reviewed the recording of the call during which you cancelled your DISH Network account. During this call you told our agent that Windstream advised you to throw away your equipment. I explained that we advise our customers at the point of sale, in our contract, and when they close their account that leased equipment must be returned.
I told you that we consider the charges to be accurate. However, as an exception, I agreed to waive half of the balance once you have submitted a payment of $131.44. You agreed to my resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
September 6, 2016 Dear Ms. [redacted]: On August 29, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 1, 2 and 6, 2016, have been unsuccessful; however, I was able to leave a...
voice message on each attempt. You said that you agreed to receive the America’s Top 200 channel package for $64.99 a month; however, you expressed concern over being billed $74.99. You requested to be released form your contract. Your monthly rate for the America’s Top 200 channel package is $64.99; but, because you chose to receive a DVR receiver, there is a $10.00 fee for the DVR service added on. This is a valid fee and cannot be waived. Your request to be released from your contract is denied. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
February 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern regarding the change of an email address associated with your DISH Network account. You wanted to know how someone named [redacted] received your account information. Although you maintain that someone named [redacted] accessed your account and changed your email address, our records reveal that we received an email from you. It was addressed to Mr. [redacted], the Chairman of DISH Network. Your account was not accessed by anyone named [redacted]. A review of this account reveals that the email address was changed by [redacted], who was present during the installation on November 12, 2015. She updated it from [redacted]@gmail.com to [redacted]@gmail.com. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
January 26, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 25, 2017, we received your complaint, dated January 25, 2017, filed with the Revdex.com. You said that you were provided incorrect information concerning your account and billing. You disputed the early termination fee applied to your DISH Network account and you requested that it be waived. When we spoke, I informed you that I had reviewed the calls you made to us and found you were advised that you were receiving monthly billing credits. In addition, the agents with whom you spoke advised you that the credits were for a limited time. Furthermore, your monthly bill lists the credits and the number of monthly adjustments remaining (e.g., courtesy credit 1 of 6, courtesy credit 2 of 6). While we regret any inconvenience, as you were advised of and agreed to the terms of our DISH’n It Up promotion and as a review of your calls revealed that your billing was explained to you correctly, we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
October 11, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in August 2016. You mailed a payment for the current...
month of service and you requested a refund when the payment was received. You have experienced a delay in obtaining your refund and you would like the matter resolved. My records indicate that I also received an Attorney General complaint from you. I addressed this issue on October 6, 2016. I have enclosed a copy of that correspondence for your review. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
[redacted] Dear Ms. [redacted]: On March 8, 2018, we received your complaint, dated March 7, 2018, filed with the Revdex.com. You indicated that you terminated your DISH Network services and you were charged an early termination fee of $510.00. Although you requested that this amount be split into two payments, you were told the full amount would be removed from your bank account in 20 days. When we spoke, I advised you that I waived the internet early termination fee as a courtesy. I also informed you that we would accept the remaining amount of $332.25 in two payments--$166.13 and $166.12. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 23, 2015
Mr. [redacted]
[redacted]
Bronx, NY [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.com.
You expressed further concern with your monthly charges.
As previously advised, a review of the call on July 23, 2015, when you contacted us to change your package did not reveal that a time frame for the new monthly rate was given. In fact, there was no mention of your term commitment. Therefore, your term commitment remains valid.
You also maintain that the credit inquiry was supposed to be removed after a year. Please be advised that DISH Network credit inquiries are not removed until at least two years after the request was made.
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: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
February 11, 2016 Mr. and Mrs. [redacted]. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On February 10, 2016, we received your correspondence, dated February 9, 2016, filed with the Revdex.com. You expressed concern with your monthly billing rate, programming, and the customer service you received. Our records reveal that we have applied several programming credits to your account since March 2014, including a $50.00 monthly credit you are currently receiving through June 2016. No additional credit is warranted. Please note that, while DISH Network provides the forum through which you receive the programming, we do not determine the content of that programming. The scheduling of programming and commercials is the sole responsibility of the programming provider. When we spoke today, I advised you that I reviewed your recorded calls and found that our agents addressed your concerns in a professional manner. During our conversation, I informed you that although we are providing you with monthly programming credits, partial payments are being made causing the account balance to carry over from month to month and for late fees to apply. This has also caused service interruptions due to nonpayment. On January 30, 2016, per your request, your programming package was downgraded to the Smart Pack. Your monthly service, before any programming credits are subtracted, consists of the Smart Pack ($36.99), DVR service fee (7.00) and an additional receiver fee ($14.00) for a total of $57.99 plus tax. We regret that you are dissatisfied with the service. 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] [redacted]
Complaint: 11741403
I am rejecting this response because:Your reply is FALSE. I called, I chatted with customer service representatives on your website, etc. But I have been told and read this is how you do business. I'm very disappointed that companies can get by with this but I will take other steps. Thank you.
Sincerely,
Lana Savage
April 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 12, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 13, 19 and 22, 2016, and I left three messages. You indicated that when you disconnected your service, we did not remove the satellite dish. When you accepted the installation of the satellite dish, we provided you with a free installation. Once it is installed, the satellite dish becomes a permanent fixture and your property. As we do not request that the satellite dish be returned, we do not 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: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com
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: I received one voicemail from them. I returned the call and left a voicemail and have not heard from them since. I have dealt with there customer service since on an ongoing issue with no being able to use dishanywhere.com for two months! after being able to use it for over a year and a half. There customer support is horrible. No one is able to help and there response is our engineers are working on it. I do pay for the service plan and NO ONE has offered to replace any equipment. NO ONE has actually put any effort into trouble shooting either. they take the information and then they can't help me. My bill is auto pay every month. they have no problem taking that, but they can't fix this issue EVER. technically it is a "free" service that is offered... that is what I am told over and over by the customer support staff... but it is FALSE advertising! If I pay for the service and I can't get what is a HUGE advertised perk of the service they are stealing from me every time they take their payment from my account.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/14) */
July 13, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with...
the Revdex.com.
You expressed concern with the requirement of a 24-month commitment for the addition of a second receiver.
Your initial 24-month commitment for our Digital Home Advantage promotion began on January 26, 2015. Please be advised that any leased equipment requested after the activation of service is considered an upgrade. Our DISH'n It Up promotion will provide additional equipment for free; however, we require a 24-month commitment. Otherwise, to avoid the term commitment, the equipment can be purchased.
When I spoke with you by phone today, I advised you that the term commitment for an additional receiver is valid. You did not agree with my explanation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
August 24, 2016 Dear Ms. [redacted]: On August 25, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on August 17, 22 and 24, 2016, and I left three...
messages. You indicated that you disconnected your DISH Network account because the Tribune Broadcasting negotiations have not been resolved. You maintain that we violated the contract and you expressed concern that your credit card account was automatically debited $94.33 for an early termination fee. You also mentioned that you have experienced technical issues. We understand your frustration with the loss of your local channel. While some customers may be willing to pay extra for these channels, Tribune is forcing our customers to pay for an additional unrelated cable channel. Many are counting on DISH Network to stand firm. Channel owners will be inclined to continue with the channel takedowns if we fail to hold the line during negotiations. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed), which states that we reserve the right to change programming, prices and packages. A $140.00 early termination fee was applied to your account. Because you had a credit, it reduced the remaining balance to $94.33. Authorization to automatically debit your debit/credit card is provided in the DHA agreement and in the sales disclosures. There were some issues reported in June 2015 but a technician visit on June 30, 2015, corrected the problem and no further ongoing issues were reported. You were provided a time-without-service credit of $72.38. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
Initial Business Response /* (1000, 5, 2015/07/27) */
July 22, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 21, 2015, we received your complaint, dated July 20, 2015, filed with the...
Revdex.com.
You disputed the 24-month commitment, indicating that you were told a term commitment would not be required when your equipment was upgraded.
Our records reveal that your equipment was upgraded through our DISH'n It Up promotion. Although this promotion requires a 24-month commitment, the term commitment was waived on July 10, 2015. As a result, you are on a month-to-month basis. An early termination fee will not be applied if you choose to disconnect your service.
You also expressed concern with your monthly charges as you stated that your bill continues to increase. A review of your account shows that the only increase that has been applied to your account was in January 2015. At that time, the price of the America's Top 250 package was increased by $5.00.
A monthly credit of $10.00 was applied to your account on March 3, 2015, for six months. When I spoke with you by phone on July 21, 2015, I advised you that the monthly credit reduced your monthly rate to $144.99 plus tax. Once the credit ends on September 3, 2015, you will be billed the regular monthly rate of $154.99 plus tax.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke to [redacted] on July 21, 2015. She reasured me that I would not be under contract with Dish Network and my Service will be Month to Month Basis .... with NO termination fees if I wish to leave the company at any time. Also, we talked about the constant increase of my bill charges. We came to an agreement, and I will be Monitoring my bill charges very carefully after September 2015, to see if the company will comply with what [redacted] Promised. Hopefully, there will be No more Issues with Dish Network from here on.
I want to take the time to Thank Revdex.com, for Your Intervention and all your Help. I know, I would have Not been able to fix this situation with Dish Network on my own.....Therefore, Thank you so Much Revdex.com!
Initial Business Response /* (1000, 5, 2015/09/25) */
September 17, 2015
[redacted]
XXXXX XXth [redacted]
[redacted], ** 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 maintain that DISH Network continued to bill you for internet service after you requested cancellation of your account. You said that DISH Network automatically collected $115.83 even though you requested that the Credit Card AutoPay (CCA) option be cancelled. You indicated that you received poor customer service when you requested a refund, and you were told that you would have to wait 45 to 60 days for the refund. You requested a credit for the period during which you were overcharged, and a refund for the amount you overpaid.
A review of your account reveals that you requested cancellation of your service on August 14, 2015, and that you were billed through August 14, 2015, for TV service. However, you were billed through August 20, 2015, for internet service. We do not have any record of your request to remove the CCA from your account. As such, you were charged for services rendered and an unreturned modem. The modem fee was removed when you returned the modem to DISH Network.
When we spoke today, I advised you that I backdated the billing for internet service to August 14, 2015. I also made an exception and refunded the credit amount. Please allow three to five business days for processing.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
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: 7:00 am-3:30 pm MST, MON-FRI
(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.)
[redacted] called me and corrected the end dates for our services. I was issued a refund of the credit balance and for charges associated with returning the devices. He was significantly more helpful than any other person I spoke to. I appreciate his willingness to correct the problems I had.
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 I receive another piece of mail from your company I will take other steps to make sure that this mail harassment stops once and for all
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 6, 2015, we received your complaint, dated November 5, 2015, filed with the...
Revdex.com.
You maintain that you continue to be billed for service even though you changed service providers on September 1, 2015. You requested that the billing cease and our equipment be removed from your property.
A review of your account shows that while you contacted us on August 30, 2015, this call was for technical assistance with the equipment. Your service was interrupted for non-payment on October 4, 2015, and was fully disconnected on November 3, 2015. At that time, your account was left with an unpaid balance of $102.88, which included a $10.00 box return fee.
When I spoke with you by phone on November 6, 2015, I advised you that I made an exception and removed the service charges from your account, leaving a zero balance.
When you agreed to a free installation of our equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the remotes and receivers and will provide UPS boxes for the return. We do not require the return of the satellite dish.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They stated I was disconnected for non payment, true I did discontinue payment, but only after I stopped services. When they phoned they kept talking over me and not listening. Dish stated when I agreed to free instillation it did not include removal. At no time during the instilation process was I informed should I discontinue services that I would be charged for the removal or disconnection. All fees should be listed and agreed upon before Dish does any instillation. The boxes have been returned. The $ 102.88 was should have been for Sept 12 to Oct 11 a time I no longer needed them, if anything I should receive a prorated refund for Sept 1 through the 12 at which I no longer needed Dish service. However I have not requested that back. I only ask Dish to stop billing me.
To know for sure if my issues have been resolved I will have to wait and see if they generate another bill next month.
Final Business Response /* (4000, 9, 2015/11/23) */
November 17, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 16, 2015, filed with the Revdex.com.
You expressed further concern with the charges on your account for service after August 30, 2015. You also stated that you were not told previously that there would be a cost to remove the satellite dish once the service was canceled.
As previously advised, our records do not show that you contacted us on or around August 30, 2015, to disconnect your service; however, I made an exception and reversed the balance from your account. As of November 9, 2015, your account has a zero balance.
Additionally, as we do not require the satellite dish to be returned, we will not send a technician to remove 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 11, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]
I am rejecting this response because:Dish seems to think that a consumer should roll over and take their abuse...I want all my money back & an apology...I am considering a full page anti-Dish add in our local paper & suing them in small claims court.
Sincerely,
[redacted]
July 26, 2016 Dear Mr. [redacted]: On July 21, 2016, we received your correspondence, dated July 18, 2016, filed with the Revdex.com. You expressed concern with our Hopper advertisements--specifically the available tuners for recording. You...
requested programming credits or free premium channels. When we spoke today, you said the advertisement you are referencing was on our information channel. Your feedback and concerns will be shared internally with the appropriate personnel. As a courtesy, I scheduled a technician visit for July 27, 2016, between the hours of noon and 5:00 pm for a free Hopper 3 with Joey receiver upgrade. Your DVR service fee will increase by $3.00 per month. I also waived the separate 24-month term commitment for this DISH’ It Up equipment upgrade. You accepted this resolution. 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
Initial Business Response /* (1000, 5, 2015/11/04) */
November 3, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed...
with the Revdex.com.
You said that you are being billed for unreturned equipment that you were told not to return. You asked that the charges be waived.
When we spoke I advised you that I reviewed the recording of the call during which you cancelled your DISH Network account. During this call you told our agent that Windstream advised you to throw away your equipment. I explained that we advise our customers at the point of sale, in our contract, and when they close their account that leased equipment must be returned.
I told you that we consider the charges to be accurate. However, as an exception, I agreed to waive half of the balance once you have submitted a payment of $131.44. You agreed to my resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
September 6, 2016 Dear Ms. [redacted]: On August 29, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 1, 2 and 6, 2016, have been unsuccessful; however, I was able to leave a...
voice message on each attempt. You said that you agreed to receive the America’s Top 200 channel package for $64.99 a month; however, you expressed concern over being billed $74.99. You requested to be released form your contract. Your monthly rate for the America’s Top 200 channel package is $64.99; but, because you chose to receive a DVR receiver, there is a $10.00 fee for the DVR service added on. This is a valid fee and cannot be waived. Your request to be released from your contract is denied. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
February 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern regarding the change of an email address associated with your DISH Network account. You wanted to know how someone named [redacted] received your account information. Although you maintain that someone named [redacted] accessed your account and changed your email address, our records reveal that we received an email from you. It was addressed to Mr. [redacted], the Chairman of DISH Network. Your account was not accessed by anyone named [redacted]. A review of this account reveals that the email address was changed by [redacted], who was present during the installation on November 12, 2015. She updated it from [redacted]@gmail.com to [redacted]@gmail.com. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
January 26, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 25, 2017, we received your complaint, dated January 25, 2017, filed with the Revdex.com. You said that you were provided incorrect information concerning your account and billing. You disputed the early termination fee applied to your DISH Network account and you requested that it be waived. When we spoke, I informed you that I had reviewed the calls you made to us and found you were advised that you were receiving monthly billing credits. In addition, the agents with whom you spoke advised you that the credits were for a limited time. Furthermore, your monthly bill lists the credits and the number of monthly adjustments remaining (e.g., courtesy credit 1 of 6, courtesy credit 2 of 6). While we regret any inconvenience, as you were advised of and agreed to the terms of our DISH’n It Up promotion and as a review of your calls revealed that your billing was explained to you correctly, we are unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
October 11, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in August 2016. You mailed a payment for the current...
month of service and you requested a refund when the payment was received. You have experienced a delay in obtaining your refund and you would like the matter resolved. My records indicate that I also received an Attorney General complaint from you. I addressed this issue on October 6, 2016. I have enclosed a copy of that correspondence for your review. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
March 12, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 8, 2018, we received your complaint, dated March 7, 2018, filed with the Revdex.com. You indicated that you terminated your DISH Network services and you were charged an early termination fee of $510.00. Although you requested that this amount be split into two payments, you were told the full amount would be removed from your bank account in 20 days. When we spoke, I advised you that I waived the internet early termination fee as a courtesy. I also informed you that we would accept the remaining amount of $332.25 in two payments--$166.13 and $166.12. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]