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.
Although I still do not agree with the early termination fee, the rest of it, while annoying since its been back and forth and a waste of my time is satisfactory.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dish is not taking responsibility for their negligence 1. The tech that put in dish tv issues a. Put dish on a hillside on the ground and did not make it stable b. did not tighten bolts on stand they were wobbley c. did not put wires back in cable box and left them hanging out in the elements d. got a very poor signal that he knew would only last a few days or til a hard wind would blow a tree in the signal beam. e. Did not do his job in a professional manner.2. The second tech a. Could not find suitable signal anywhere on my property and said the first tech should have never installed it.3. The field supervisor. a. Said he should use our installation on not what to do in a training video b. said the 1st tech was not trained properly and needs retraining. I want compensated $100 for your company being so unprofessional and wasting many hours of my time.
Sincerely,
[redacted]
June 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You said that you initiated your account under our 2-Year Price Guarantee promotion, but then your monthly rate increased. When we spoke, I advised you that your account has been active for over five years. You contacted us on August 6, 2015, to request the 2-Year Price Guarantee promotion, but the agent with whom you spoke informed you that that promotion was for new activations only. As a courtesy, the agent applied a monthly $17.00 credit for 24 months. As your account has been active for well over two years and is not eligible for the promotion to which you refer, we are unable to apply additional adjustments to your billing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
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.
January 8, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 3, 2018, we received your complaint, dated January 2, 2018, filed with the Revdex.com. You requested to change your payment due date to the 3rd of the month. When I spoke with Mrs. [redacted] today, I informed her that I will change the payment due date to the 3rd of the month. This will take two billing periods to process. I also explained that your monthly billing rate increased by $5.00, because eAutoPay was removed from your account on January 2, 2018. However, this credit may be reapplied if eAutopay is restored. Mrs. [redacted] disagreed and per her request, I disconnected your service. I made an exception and waived the early termination fee. We ask that the leased equipment be returned to DISH Network. A return box and label will be delivered to your address by [redacted]. I submitted a total refund in the amount of $131.05. Please allow five business days for processing. When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every month. We are unable to provide compensation for bank fees. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted] Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:Again DISH continues to ignore the issue at hand.Until they can pay for the cost of removal and pick it up, I will not be satisfied.I have included photos of the mess the DISH COMPANY leaves behind, not their prior customer. That in fact I had to pay to be removed from the ground. It was cemented in! As DISH ask their customers to leave THEIR(DISH) equipment behind as trash for the next tenant to get rid of, because DISH provides a new DISH set up at their customers new house! They should remove THEIR equipment and reinstall it at the new house, rather than leave THEIR litter/equipment behind. I would like to look into a lawsuit in this matter as well. If Revdex.com can point me in the right direction. Maybe News Channels can help as well. I can get affidavits on several other people as well who are just as irritated as I am, that DISH has the nerve to leave THEIR equipment wherever they please. And leave it for other people to discard, rather themselves. That is being cheap and lazy. That is NOT good business.
Dear Mr. [redacted]:On March 21, 2016, we received your rebuttal, dated March 18, 2016, filed with the Revdex.com.You requested a written response regarding the equipment return and the balance due. DISH Network does not require the satellite dish to be returned. The leased receivers, remote controls and internet modem were returned to our warehouse on March 14, 2016. As of March 10, 2016, your DISH Network account is at a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted].Sincerely,
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 as long as the account is closed and balance is zeroed out.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/03) */
August 20, 2015
[redacted]
XXXXX XXXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You stated that your DISH Network account was recently disconnected due to financial hardship. The $300.00 early termination fee was charged to your bank account without authorization. You requested that the fee be refunded and you would like a payment arrangement.
When we spoke on August 19, 2015, I offered to provide you a copy of your contract to confirm the authorization of the early termination fee withdrawal.
When we spoke today, I explained that a copy of your contract was not available; therefore, I waived your early termination fee and I issued a refund for the payment. You accepted this resolution.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 6, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On November 3, 2015, we received your correspondence, dated November 2, 2015, filed with the Revdex.com.
You said you...
canceled your service in October 2014 and returned the leased equipment. You indicated you are receiving emails showing a monthly balance due. You requested that your email address be removed and you disputed the balance.
I attempted to reach you at [redacted]3 on November 4, 5 and 6, 2015. I left three voice messages. While you returned my call we were unable to speak directly.
You called DISH Network on October 16, 2014. I reviewed your recorded call and found that you agreed to place your account on DISH Pause for nine months. The agent explained that when DISH Pause ended, the service would be restored. DISH Pause ended on July 30, 2015, and the account was disconnected due to nonpayment on October 7, 2015. We have no record of a disconnection request prior to this date. We also have no record that the leased equipment was returned to DISH Network. Since you maintain you returned it, please provide proof of the return for further investigation. You may email the tracking information to me at [redacted].
Our records reveal we sent a monthly billing statements and notification regarding the removal of DISH Pause to [redacted]. We have no record that you reported concerns until October 29, 2015.
Although we have no record of a request to cancel service, I made an exception and reversed the programing balance of $211.53. In addition, your email address was removed from our system.
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
[redacted]
[redacted]
[redacted]
March 17, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 17, 2016, we received your rebuttal, dated March 2, 2016, filed with the Revdex.com. You continue to state that DISH Network removed your channels and you’re being overcharged for your service. As previously explained, on February 28, 2016, you elected to reduce your programming package. You removed the Smart Pack and added the Welcome Pack instead. This is our smallest and lowest price package. With that said, it is highly likely that many stations that you accessed in the Smart Pack are not available in the Welcome Pack. Additionally, you would have likely experienced programming loss when you previously lowered your package from the American’s Top 120 to the Smart Pack. You would need to provide specific channel information to confirm any loss of access. In regards to the $45.13 bill you received on February 21, 2016, you were provided a $20.00 monthly credit for five months after your new customer promotional discount ended in August 2015. The last credit was applied to your account in January 2016; therefore, your February 2016 bill reflected the full cost of your service. The package change I mentioned earlier reduced the $45.13 balance and you actually only paid $23.01. You were provided another credit at that time so you are current receiving a $10.00 monthly credit for six months. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Dear Ms. [redacted]: On February 11, 2016, we received your rebuttal, dated February 11, 2016, filed with the Revdex.com. You stated that DISH Network owes you a $275.31 refund on your disconnected account. You indicated that you were provided incorrect programming information when you purchased your service from I Dish, an independent retail service provider. You said that you disconnected your service on November 22, 2015, and DISH Network applied a $75.00 and a $130.31 debit to your bank account. This was done without your authorization and you incurred $70.00 in non-sufficient funds (NSF) fees. You requested that these charges be refunded. My three attempts to contact you at ###-###-#### on February 12, 15 and 16, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. The $75.00 collected on November 18, 2015, was your activation fee and additional receiver fee. This payment was authorized when service was established, and was not a payment for monthly service. Your account was not disconnected when you called on November 22, 2015, because you ended the call without completing the disconnection process. As a result, the account remained active and you were charged $130.31 on December 12, 2015, through the auto-payment process you authorized when your service was established. These two payments were reversed and the funds were returned. As a courtesy, I have waived your early termination fee and issued refunds for the $75.00 and $130.31 charges. The refunds were credited to the credit card accounts that they were debited from. Your account balance is resolved and I confirmed that DISH Network refunded your $49.99 processing fee in January. You will need to provide me with a copy of your bank statement supporting the NSF fees you incurred in order to receive a refund for those charges. 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 ###-###-####
Dear Ms. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You said you moved and you are unable to have service at your new location. You disputed the early termination fee. I attempted to reach you at ([redacted] on February 26, 27 and 28, 2018. I left three voice messages. I also sent an email to [redacted]. I was unable to locate an account with the information you provided. So that I may assist you with this matter, please contact me and provide your 16-digit account number. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 28, 2016 Dear Mr. [redacted]: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You said that you were given a set rate, but then you were told that the agent who quoted you the rate was...
incorrect. You requested that your account be disconnected and for us to provide you with a refund. When we spoke, I informed you that I reviewed two call recordings on your account. I found that an agent offered a discount for six months, but they never said it would be a set rate. I advised you that your account is disconnected, but I unable to meet your request for a refund. However, in the interest of customer service, I agreed to waive the remaining balance of $238.47. 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 ###-###-####. 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 ###-###-####
I THINK YOU ARE A LIAR. YOU DID NOT REVIEW ANY PHONE RESPONSES. IF YOU DID WHY DID IT TAKE SO LONG TO RESPOND. I THINK YOU DO NOT CARE ABOUT YOUR CUSTOMERS AND REALIZE YOU DO NOT CARE SINCE I HAVE NO AVAILABLE SERVICES BUT TO GET DISH HERE. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Dear Ms. [redacted]: On August 1, 2016, we received your correspondence, dated July 28, 2016, filed with the Revdex.com. You said you were told you would receive TV, phone and internet service. You expressed concern, as your phone number would change, and you said that you canceled your order. You disputed the collection attempts. When we spoke today, I advised you that I made an exception and I removed the balance of $502.09 from your account. As of August 4, 2016, your account is at a zero balance. Please allow eight weeks for processing with the credit bureaus. 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, 2015/05/13) */
May 12, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with the...
Revdex.com.
You said that you closed your account within 30 days of activation and disputed the early termination fee. You requested that your balance be waived and for the debt to be removed from your credit report.
When we spoke by phone, I explained that DISH Network doesn't offer a grace period during which a customer can disconnect their account without penalty. However, because we don't have a contract for you on file, I waived the remaining charges on your account, which now has a zero balance.
Your account will be removed from our collection agency's files and the debt will be removed from your credit report. Please allow up to eight weeks for your report to be updated.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/05/28) */
I am sorry for the delay in responding. This matter IS NOT CLOSED until formal response from me...DO NOT ASSUME !!
This company HAS NOT REMOVED this damaging error from my records. I have only received a letter in which they maintain some erroneous and mis-informed claim that there was no 'buyer's remorse', AND claim that the removal may take up to 8 weeks. If this is not removed within the next seven (7) days, legal proceedings will go forward. This is damaging my ability to obtain a mortgage loan and I want it removed immediately.
Thank you...
[redacted]
Final Business Response /* (4000, 14, 2015/06/01) */
May 29, 2015
Ms. [redacted]
PO Box 1734
Apache, AZ XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 29, 2015, we received your rebuttal, dated May 28, 2015, filed with the Revdex.com.
You requested that your credit report be updated within the next seven days.
Unfortunately, there is no way to expedite this process. We request the update immediately; however, it can take up to eight weeks for completion.
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 Business Response /* (1000, 5, 2015/09/01) */
August 27, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You mentioned the following concerns:
Promised rate
Equipment
Monthly bill
24-month commitment
Technical issues
Customer service
You maintain that you were promised a monthly rate of $57.60. You also stated that the technician did not have the proper equipment when he arrived for your installation.
Your service was activated on December 28, 2014, with a 24-month commitment. Please be advised that your promotion includes a $30.00 monthly discount for the first 12 months of service. This reduced your monthly rate from $98.99 plus tax to $68.99 plus tax.
A review of the sales call found that you initially requested service for four TVs and the representative quoted you a monthly rate of $82.78 with tax. Toward the end of the call, you opted to have only three TVs connected and the monthly rate quoted was $75.29 with tax. This was also the amount that was applied to your credit card account on December 27, 2014, for the first month of service. We did not find that a monthly rate of $57.60 was quoted or requested.
The equipment that was requested in your installation order was a Hopper with Sling receiver, [redacted] receiver and Super [redacted] receiver to connect three TVs. When you contacted us on February 6, 2015, and said that you were supposed to be connected with four TVs, we scheduled a free upgrade to install a fourth receiver. A monthly receiver fee of $7.00 was added to your account for the fourth receiver, making your monthly rate $75.99 plus tax; however, as a courtesy, a monthly credit of $15.00 was applied for 12 months, reducing your monthly rate to $60.99 plus tax.
Please be advised that the promotion that gave you the Protection Plan for the first six months free ended on June 28, 2015. Since the service was not removed, you began to be billed the regular service fee of $8.00. This made your monthly rate $68.99 plus tax.
While you were given additional monthly credits ($5.00 on March 12, 2015, for six months and $5.00 on April 12, 2015, for three months), all appropriate credits have been applied and are now expired.
You indicated that your monthly bill has been a different amount each month since May 2015. On May 13, 2015, a billing statement of $57.78 generated for services from May 28, 2015, through June 27, 2015. We did not receive a payment by your June 2, 2015, due date. As a result, the billing statement of $124.10 that generated on June 13, 2015, included the unpaid balance of $57.78 and the current month's charges of $66.32. We received two payments ($60.00 on June 14, 2015, and $49.10 on July 8, 2015) for a total of $109.10. This left an unpaid balance of $15.00.
On July 13, 2015, a billing statement of $86.32 generated for services from July 28, 2015, through August 27, 2015. This billing statement included the previous unpaid balance of $15.00 and current month's charges of $71.32. We did not receive a payment for this balance by your August 2, 2015, due date. Therefore, the billing statement of $165.12 that generated on August 13, 2015, included the unpaid balance of $86.32, a $7.00 late fee and the current month's charges of $71.80. On August 15, 2015, we received two payments for a total of $110.12. Your account was left with an unpaid balance of $55.00. Your monthly charges are correct for the services that you subscribe to.
You requested to be released from your 24-month commitment. When I spoke with you by phone on August 26, 2015, I advised you that we are unable to honor your request to waive your 24-month commitment. If you choose to disconnect your service, you will be charged an early termination fee.
Although you mentioned that you are experiencing technical issues with your service, you declined my offer to schedule a technician visit. You may contact me directly if you would like to accept this offer.
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
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
1020 Cherokee St.
Denver, CO XXXXX
[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 the sales representative told you that you would have the same programming that was in your DIRECTV package. You indicated that customer service was unwilling to assist you and you disputed the early termination fee. You also stated that you experienced technical issues. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). A review of the sales call on August 1, 2015, reveals that there was no request to have the same channels as you had with DIRECTV. The agent asked you what channels you like to watch and you stated, “Lifetime, MTV and local channels--nothing special”, and that your husband likes sports. The agent offered the America’s Top 200 package which included the channels you mentioned. Later in the call, you asked your husband what channels he watched. You mentioned channels AMC, A&E and MASN. Since those channels were included in the America’s Top 200, you said this was good. When I spoke with you by telephone today, you disagreed with our findings and terminated the call. Your account was activated with the correct information and the 24-month commitment and early termination fee are valid. Our records do not reveal any reported technical issues. If you are experiencing technical issues, please contact our technical support department. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [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.
Although I still do not agree with the early termination fee, the rest of it, while annoying since its been back and forth and a waste of my time is satisfactory.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dish is not taking responsibility for their negligence 1. The tech that put in dish tv issues a. Put dish on a hillside on the ground and did not make it stable b. did not tighten bolts on stand they were wobbley c. did not put wires back in cable box and left them hanging out in the elements d. got a very poor signal that he knew would only last a few days or til a hard wind would blow a tree in the signal beam. e. Did not do his job in a professional manner.2. The second tech a. Could not find suitable signal anywhere on my property and said the first tech should have never installed it.3. The field supervisor. a. Said he should use our installation on not what to do in a training video b. said the 1st tech was not trained properly and needs retraining. I want compensated $100 for your company being so unprofessional and wasting many hours of my time.
Sincerely,
[redacted]
June 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You said that you initiated your account under our 2-Year Price Guarantee promotion, but then your monthly rate increased. When we spoke, I advised you that your account has been active for over five years. You contacted us on August 6, 2015, to request the 2-Year Price Guarantee promotion, but the agent with whom you spoke informed you that that promotion was for new activations only. As a courtesy, the agent applied a monthly $17.00 credit for 24 months. As your account has been active for well over two years and is not eligible for the promotion to which you refer, we are unable to apply additional adjustments to your billing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
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.
Sincerely,
[redacted]
January 8, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 3, 2018, we received your complaint, dated January 2, 2018, filed with the Revdex.com. You requested to change your payment due date to the 3rd of the month. When I spoke with Mrs. [redacted] today, I informed her that I will change the payment due date to the 3rd of the month. This will take two billing periods to process. I also explained that your monthly billing rate increased by $5.00, because eAutoPay was removed from your account on January 2, 2018. However, this credit may be reapplied if eAutopay is restored. Mrs. [redacted] disagreed and per her request, I disconnected your service. I made an exception and waived the early termination fee. We ask that the leased equipment be returned to DISH Network. A return box and label will be delivered to your address by [redacted]. I submitted a total refund in the amount of $131.05. Please allow five business days for processing. When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every month. We are unable to provide compensation for bank fees. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted] Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:Again DISH continues to ignore the issue at hand.Until they can pay for the cost of removal and pick it up, I will not be satisfied.I have included photos of the mess the DISH COMPANY leaves behind, not their prior customer. That in fact I had to pay to be removed from the ground. It was cemented in! As DISH ask their customers to leave THEIR(DISH) equipment behind as trash for the next tenant to get rid of, because DISH provides a new DISH set up at their customers new house! They should remove THEIR equipment and reinstall it at the new house, rather than leave THEIR litter/equipment behind. I would like to look into a lawsuit in this matter as well. If Revdex.com can point me in the right direction. Maybe News Channels can help as well. I can get affidavits on several other people as well who are just as irritated as I am, that DISH has the nerve to leave THEIR equipment wherever they please. And leave it for other people to discard, rather themselves. That is being cheap and lazy. That is NOT good business.
Dear Mr. [redacted]:On March 21, 2016, we received your rebuttal, dated March 18, 2016, filed with the Revdex.com.You requested a written response regarding the equipment return and the balance due. DISH Network does not require the satellite dish to be returned. The leased receivers, remote controls and internet modem were returned to our warehouse on March 14, 2016. As of March 10, 2016, your DISH Network account is at a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted].Sincerely,
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 as long as the account is closed and balance is zeroed out.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/03) */
August 20, 2015
[redacted]
XXXXX XXXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You stated that your DISH Network account was recently disconnected due to financial hardship. The $300.00 early termination fee was charged to your bank account without authorization. You requested that the fee be refunded and you would like a payment arrangement.
When we spoke on August 19, 2015, I offered to provide you a copy of your contract to confirm the authorization of the early termination fee withdrawal.
When we spoke today, I explained that a copy of your contract was not available; therefore, I waived your early termination fee and I issued a refund for the payment. You accepted this resolution.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 6, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On November 3, 2015, we received your correspondence, dated November 2, 2015, filed with the Revdex.com.
You said you...
canceled your service in October 2014 and returned the leased equipment. You indicated you are receiving emails showing a monthly balance due. You requested that your email address be removed and you disputed the balance.
I attempted to reach you at [redacted]3 on November 4, 5 and 6, 2015. I left three voice messages. While you returned my call we were unable to speak directly.
You called DISH Network on October 16, 2014. I reviewed your recorded call and found that you agreed to place your account on DISH Pause for nine months. The agent explained that when DISH Pause ended, the service would be restored. DISH Pause ended on July 30, 2015, and the account was disconnected due to nonpayment on October 7, 2015. We have no record of a disconnection request prior to this date. We also have no record that the leased equipment was returned to DISH Network. Since you maintain you returned it, please provide proof of the return for further investigation. You may email the tracking information to me at [redacted].
Our records reveal we sent a monthly billing statements and notification regarding the removal of DISH Pause to [redacted]. We have no record that you reported concerns until October 29, 2015.
Although we have no record of a request to cancel service, I made an exception and reversed the programing balance of $211.53. In addition, your email address was removed from our system.
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
[redacted]
[redacted]
[redacted]
March 17, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 17, 2016, we received your rebuttal, dated March 2, 2016, filed with the Revdex.com. You continue to state that DISH Network removed your channels and you’re being overcharged for your service. As previously explained, on February 28, 2016, you elected to reduce your programming package. You removed the Smart Pack and added the Welcome Pack instead. This is our smallest and lowest price package. With that said, it is highly likely that many stations that you accessed in the Smart Pack are not available in the Welcome Pack. Additionally, you would have likely experienced programming loss when you previously lowered your package from the American’s Top 120 to the Smart Pack. You would need to provide specific channel information to confirm any loss of access. In regards to the $45.13 bill you received on February 21, 2016, you were provided a $20.00 monthly credit for five months after your new customer promotional discount ended in August 2015. The last credit was applied to your account in January 2016; therefore, your February 2016 bill reflected the full cost of your service. The package change I mentioned earlier reduced the $45.13 balance and you actually only paid $23.01. You were provided another credit at that time so you are current receiving a $10.00 monthly credit for six months. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Dear Ms. [redacted]: On February 11, 2016, we received your rebuttal, dated February 11, 2016, filed with the Revdex.com. You stated that DISH Network owes you a $275.31 refund on your disconnected account. You indicated that you were provided incorrect programming information when you purchased your service from I Dish, an independent retail service provider. You said that you disconnected your service on November 22, 2015, and DISH Network applied a $75.00 and a $130.31 debit to your bank account. This was done without your authorization and you incurred $70.00 in non-sufficient funds (NSF) fees. You requested that these charges be refunded. My three attempts to contact you at ###-###-#### on February 12, 15 and 16, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. The $75.00 collected on November 18, 2015, was your activation fee and additional receiver fee. This payment was authorized when service was established, and was not a payment for monthly service. Your account was not disconnected when you called on November 22, 2015, because you ended the call without completing the disconnection process. As a result, the account remained active and you were charged $130.31 on December 12, 2015, through the auto-payment process you authorized when your service was established. These two payments were reversed and the funds were returned. As a courtesy, I have waived your early termination fee and issued refunds for the $75.00 and $130.31 charges. The refunds were credited to the credit card accounts that they were debited from. Your account balance is resolved and I confirmed that DISH Network refunded your $49.99 processing fee in January. You will need to provide me with a copy of your bank statement supporting the NSF fees you incurred in order to receive a refund for those charges. 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 1, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Ms. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You said you moved and you are unable to have service at your new location. You disputed the early termination fee. I attempted to reach you at ([redacted] on February 26, 27 and 28, 2018. I left three voice messages. I also sent an email to [redacted]. I was unable to locate an account with the information you provided. So that I may assist you with this matter, please contact me and provide your 16-digit account number. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 28, 2016 Dear Mr. [redacted]: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You said that you were given a set rate, but then you were told that the agent who quoted you the rate was...
incorrect. You requested that your account be disconnected and for us to provide you with a refund. When we spoke, I informed you that I reviewed two call recordings on your account. I found that an agent offered a discount for six months, but they never said it would be a set rate. I advised you that your account is disconnected, but I unable to meet your request for a refund. However, in the interest of customer service, I agreed to waive the remaining balance of $238.47. 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 ###-###-####. 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 ###-###-####
I THINK YOU ARE A LIAR. YOU DID NOT REVIEW ANY PHONE RESPONSES. IF YOU DID WHY DID IT TAKE SO LONG TO RESPOND. I THINK YOU DO NOT CARE ABOUT YOUR CUSTOMERS AND REALIZE YOU DO NOT CARE SINCE I HAVE NO AVAILABLE SERVICES BUT TO GET DISH HERE. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
August 5, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On August 1, 2016, we received your correspondence, dated July 28, 2016, filed with the Revdex.com. You said you were told you would receive TV, phone and internet service. You expressed concern, as your phone number would change, and you said that you canceled your order. You disputed the collection attempts. When we spoke today, I advised you that I made an exception and I removed the balance of $502.09 from your account. As of August 4, 2016, your account is at a zero balance. Please allow eight weeks for processing with the credit bureaus. 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, 2015/05/13) */
May 12, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with the...
Revdex.com.
You said that you closed your account within 30 days of activation and disputed the early termination fee. You requested that your balance be waived and for the debt to be removed from your credit report.
When we spoke by phone, I explained that DISH Network doesn't offer a grace period during which a customer can disconnect their account without penalty. However, because we don't have a contract for you on file, I waived the remaining charges on your account, which now has a zero balance.
Your account will be removed from our collection agency's files and the debt will be removed from your credit report. Please allow up to eight weeks for your report to be updated.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/05/28) */
I am sorry for the delay in responding. This matter IS NOT CLOSED until formal response from me...DO NOT ASSUME !!
This company HAS NOT REMOVED this damaging error from my records. I have only received a letter in which they maintain some erroneous and mis-informed claim that there was no 'buyer's remorse', AND claim that the removal may take up to 8 weeks. If this is not removed within the next seven (7) days, legal proceedings will go forward. This is damaging my ability to obtain a mortgage loan and I want it removed immediately.
Thank you...
[redacted]
Final Business Response /* (4000, 14, 2015/06/01) */
May 29, 2015
Ms. [redacted]
PO Box 1734
Apache, AZ XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 29, 2015, we received your rebuttal, dated May 28, 2015, filed with the Revdex.com.
You requested that your credit report be updated within the next seven days.
Unfortunately, there is no way to expedite this process. We request the update immediately; however, it can take up to eight weeks for completion.
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 Business Response /* (1000, 5, 2015/09/01) */
August 27, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You mentioned the following concerns:
Promised rate
Equipment
Monthly bill
24-month commitment
Technical issues
Customer service
You maintain that you were promised a monthly rate of $57.60. You also stated that the technician did not have the proper equipment when he arrived for your installation.
Your service was activated on December 28, 2014, with a 24-month commitment. Please be advised that your promotion includes a $30.00 monthly discount for the first 12 months of service. This reduced your monthly rate from $98.99 plus tax to $68.99 plus tax.
A review of the sales call found that you initially requested service for four TVs and the representative quoted you a monthly rate of $82.78 with tax. Toward the end of the call, you opted to have only three TVs connected and the monthly rate quoted was $75.29 with tax. This was also the amount that was applied to your credit card account on December 27, 2014, for the first month of service. We did not find that a monthly rate of $57.60 was quoted or requested.
The equipment that was requested in your installation order was a Hopper with Sling receiver, [redacted] receiver and Super [redacted] receiver to connect three TVs. When you contacted us on February 6, 2015, and said that you were supposed to be connected with four TVs, we scheduled a free upgrade to install a fourth receiver. A monthly receiver fee of $7.00 was added to your account for the fourth receiver, making your monthly rate $75.99 plus tax; however, as a courtesy, a monthly credit of $15.00 was applied for 12 months, reducing your monthly rate to $60.99 plus tax.
Please be advised that the promotion that gave you the Protection Plan for the first six months free ended on June 28, 2015. Since the service was not removed, you began to be billed the regular service fee of $8.00. This made your monthly rate $68.99 plus tax.
While you were given additional monthly credits ($5.00 on March 12, 2015, for six months and $5.00 on April 12, 2015, for three months), all appropriate credits have been applied and are now expired.
You indicated that your monthly bill has been a different amount each month since May 2015. On May 13, 2015, a billing statement of $57.78 generated for services from May 28, 2015, through June 27, 2015. We did not receive a payment by your June 2, 2015, due date. As a result, the billing statement of $124.10 that generated on June 13, 2015, included the unpaid balance of $57.78 and the current month's charges of $66.32. We received two payments ($60.00 on June 14, 2015, and $49.10 on July 8, 2015) for a total of $109.10. This left an unpaid balance of $15.00.
On July 13, 2015, a billing statement of $86.32 generated for services from July 28, 2015, through August 27, 2015. This billing statement included the previous unpaid balance of $15.00 and current month's charges of $71.32. We did not receive a payment for this balance by your August 2, 2015, due date. Therefore, the billing statement of $165.12 that generated on August 13, 2015, included the unpaid balance of $86.32, a $7.00 late fee and the current month's charges of $71.80. On August 15, 2015, we received two payments for a total of $110.12. Your account was left with an unpaid balance of $55.00. Your monthly charges are correct for the services that you subscribe to.
You requested to be released from your 24-month commitment. When I spoke with you by phone on August 26, 2015, I advised you that we are unable to honor your request to waive your 24-month commitment. If you choose to disconnect your service, you will be charged an early termination fee.
Although you mentioned that you are experiencing technical issues with your service, you declined my offer to schedule a technician visit. You may contact me directly if you would like to accept this offer.
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 15, 2016 Ms. [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 the sales representative told you that you would have the same programming that was in your DIRECTV package. You indicated that customer service was unwilling to assist you and you disputed the early termination fee. You also stated that you experienced technical issues. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). A review of the sales call on August 1, 2015, reveals that there was no request to have the same channels as you had with DIRECTV. The agent asked you what channels you like to watch and you stated, “Lifetime, MTV and local channels--nothing special”, and that your husband likes sports. The agent offered the America’s Top 200 package which included the channels you mentioned. Later in the call, you asked your husband what channels he watched. You mentioned channels AMC, A&E and MASN. Since those channels were included in the America’s Top 200, you said this was good. When I spoke with you by telephone today, you disagreed with our findings and terminated the call. Your account was activated with the correct information and the 24-month commitment and early termination fee are valid. Our records do not reveal any reported technical issues. If you are experiencing technical issues, please contact our technical support department. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]