November 17, 2016 Dear Ms. [redacted]: On November 16, 2016, we received your rebuttal, dated November 14, 2016, filed with the Revdex.com. You feel that you shouldn’t have to pay a fee to have your satellite dish removed from your roof because you paid for our service on a regular basis. As you were previously advised, your request to have us remove your satellite dish at no cost has been denied. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Initial Business Response /* (4000, 8, 2015/08/13) */
August 4, 2015
[redacted]
XXXXX[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint,...
dated July 29, 2015, filed with the Revdex.com.
You requested to be released from the 24-month commitment to TV service due to the technical issues you have experienced.
When I spoke with you by telephone today, I agreed to release you from the 24-month agreement to TV service only as our records reveal several technical issues were reported. You will not be charged an early termination fee for TV service if you choose to disconnect the TV service.
You stated that you are happy with the internet service but will continue with the service.
Once the service is disconnected, boxes for the return of the Hopper, Joeys and remotes will ship to the address on the account. Please keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
Tuesday someone from Dish network called and said she would let me out of my contract, her name [redacted]>did not catch a last name. Not comfortable with whether this is true or not. She left me a phone # of X-XXX-XXX-XXXX. Have not been able to reach her since>have left 2 msges, with no return call. A lot nervous whether to get installation with former company.
Initial Business Response /* (1000, 5, 2015/06/19) */
June 18, 2015
Mr. and Mrs. [redacted] and [redacted] Ave.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On June 17, 2015, we received your complaint, dated...
June 16, 2015, filed with the Revdex.com.
You said that you didn't agree to a term commitment with your DISH Network service. You indicated that you c**sed your account due to your monthly rate increasing. You would like the early termination fee waived and for your equipment to be picked up.
When we spoke by phone, I explained that before your account was activated we sent a sales confirmation email to [redacted].COM which explained your promotion terms and conditions. Also, on the day you activated your service, your contract was emailed to the same address. Our records don't reflect that you contacted us to dispute your contract. Therefore, we consider the early termination fee of $240.00 to be accurate. I have enc**sed a copy of your contract for your records.
I advised you that you experienced a rate increase after your 12th month of service, as we offered a one-year $25.00 monthly credit as a benefit of agreeing to the commitment.
Furthermore, I advised you that we do not send a technician to retrieve your leased equipment, but we do send a box and label in which to return 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
Enc**sure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think it is bogus that you send it in an e mail I do not have a computer so everything is over the phone I have I cant open links to things on it so I never see the contract a contract should be mailed so the person can not say they haven't seen it I will restart service by june 30th to avoid charges but I will NEVER again recommend you to another family member or friend you have got to be the worst cable company there is and I will continue to b**g and let people know how you treat your customers and your poor training to your emp**yees! I am truly disgusted with the customer service you guys offer and I am mot going to be using your service after my so called contract and further more I find it highly unlikely that you cant "find" the start service recording!!! just an easy way out you are a horrible business and I think your so called customer service is ridicu**us.
Initial Business Response /* (1000, 5, 2015/10/20) */
October 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 14, 2015, we received your correspondence, dated October 13, 2015, filed...
with the Revdex.com.
You stated that you experienced signal loss with your DISH Network service. This led you to disconnect your service prior to fulfilling your contract. You have been billed for your early termination fee and you indicated that you made verbal changes to your contract to waive the early termination fee under these circumstances. You requested that the $278.92 balance be waived and removed from collections.
When we spoke on October 14, 2015, I explained that you were unable to alter the contract in any way. However, as a courtesy, I agreed to waive your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this 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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If a party is unable to alter any terms of a contract, the contract is an unenforceable adhesion contract. Further, the initial contract was oral in nature on a recorded line. The representative specifically asks if the customer "accepts the terms of this contract." This is the conversation where I added in the caveat specific to service delivery.
Furthermore, DISH still seems to contend that their delivery of service is not a requirement of them under the contract. They continue to breach their own contract by failing to deliver service, a point which should be addressed in a more appropriate forum (i.e. class action litigation). I accept this resolution as it pertains to my facts, but other customers are still being taken advantage of by DISH Network in the manner I've detailed above. The Revdex.com should continue to push this issue on a broader basis, and require that DISH either fulfill their contract or not be allowed to profit (through the issuance of early termination fees) by the very contract they've left unfulfilled.
Initial Business Response /* (1000, 10, 2015/07/02) */
July 1, 2015
[redacted] and [redacted] and [redacted]
[redacted] M **
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 26, 2015, we received your correspondence, dated June...
25, 2015, filed with the Revdex.com.
You expressed concern that your DISH Network account was turned over to collections. You maintain you have not had service for one year and mentioned that you experienced service issues that were not resolved. However, you not specify.
I attempted to reach you at (XXX) XXX-XXXX on June 26 and 30, 2015, and July 1, 2015. I left three voice messages.
Our records show that your service was disconnected due to nonpayment on September 14, 2014, leaving a balance due of $91.61. We have no record that issues with your service were reported prior to receiving this correspondence. Nevertheless, I reversed the balance from your account. This information will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
If you would like to restore your service, we ask that the first month of programming be paid up front. When the service is restored, troubleshooting steps will need to be performed over the phone with a technical support representative. If necessary, a technician visit will be scheduled.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On January 2, 2018, we received your correspondence, dated December 29, 2017, filed with the Revdex.com. You requested that the satellite dish and pole mount be removed from your property. When we spoke on January 3, 2017, I informed you that I was unable to locate the account you described with the information you provided. I explained that the satellite dish may be from another service provider. You said that you will research this further. 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]
January 7, 2016 Ms. [redacted], VA [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You expressed further concern with the promotional offer that was approved for DISH Network service. As previously advised, DISH Network offers several promotions that require a credit qualification. Based on the information obtained, you only qualify for our Flex TV offer, which requires an upfront payment for an activation fee and the purchase of equipment. These fees cannot be waived or billed at a later date. We regret that you do not agree with our business policies. 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]
Dear Ms. [redacted]: On March 6, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.com. You indicated that you disconnected your service over a year ago and you paid the early termination fee. However, you recently received a bill for $332.02. You requested an itemized statement of the charges. Initially, this service was set up as a bundle with dishNET Wireline internet service. You disconnected the services on June 17, 2015, and you made a payment of $120.00 on July 17, 2015, for the early termination fee for TV service. However, when the bill was bundled, the payments that were received were only partial payments. As a result, a past-due amount was carried over every month. The last payment that we received was on May 27, 2015, in the amount of $250.00, and it was only a partial payment of a $504.24 balance due on your May 9, 2015, billing statement. Once the service was disconnected the service charges were reversed, leaving a remaining balance of $417.82. When the modem was returned, a credit of $85.80 was applied to your account and the balance was reduced to $332.02, which includes a $40.00 early termination fee for the internet service. Enclosed are copies of the billing statements showing the charges and payments. This account was referred to collections on July 16, 2015. However, the balance was transferred to your DISH Network TV account on January 27, 2016, when the systems were integrated. Although the charges are valid, I removed the balance from your DISH Network account. 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]
June 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You requested an account credit for the removal of your local Fox station, as you received such a credit when a previous channel was removed in October 2015. Your concerns were addressed on June 24, 2016, through the Federal Communications Commission. Enclosed is a copy of my correspondence. 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] June 24, 2016 Mr. [redacted] [redacted] Re: FCC Complaint # [redacted] [redacted] Dear Mr. [redacted]: On June 20, 2016, we received your complaint, dated June 19, 2016, filed with the Federal Communications Commission. My attempts to contact you by phone at [redacted] on June 21, 22 and 23, 2016, were unsuccessful, however, I left three messages. You expressed concern with the removal of your local Fox station. You indicated that you were given credits for a previous channel removal and you would like an additional credit for this issue. Our records show that on October 5, 2015, a monthly credit of $5.00 was applied to your account for the removal of NBC. Please be advised that this credit was applied as a courtesy. Please be advised that you are not charged any additional monthly fees because the local channels are included in your basic programming package for free. However, DISH Network pays the providers to be able to broadcast the channels through our service. Tribune Broadcasting Company refused to grant an extension to keep their stations on our local channel lineup while we continue to negotiate with them. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, presenting a path to end Tribune's blackout immediately and ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair, and binding solution to restore its channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. We are unable to honor your request for an account credit due to this issue. 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]
[redacted] Dear Ms. [redacted]: On April 18, 2017, we received your complaint, dated April 17, 2017, filed with the Revdex.com. You expressed dissatisfaction with the customer service that you received when you contacted us regarding some billing concerns. You would like an account credit as compensation. A review of your account shows that your account has had a continuous unpaid balance since it was activated on August 27, 2016. As a result, your account has been interrupted for non-payment each month since October 2016 and you have incurred a late fee. The latest service interruption that you experienced was on April 17, 2017. Please be advised that DISH Network only allows one Promise-to-Pay during the current billing period. Since you had already been given a Promise-to-Pay on April 6, 2017, to April 15, 2017, our representatives were unable to provide you with a second Promise-to-Pay. As an exception, your service was restarted on April 17, 2017, and a Promise-to-Pay was granted on your account until April 24, 2017. To avoid future service interruptions, please pay the full amount that is listed on your billing statement. When I spoke with you by phone today, I advised you that we are unable to provide you with an account credit as requested. Although you asked that your term commitment be waived because of this issue, I advised you that your 24-month commitment would still apply. As a courtesy, I reversed two $9.00 Promise-to-Pay charges from your account. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: Today I received a call from [redacted], Attorney at Law, in response to my State Bar complaint. Mr. [redacted] advised he has zero connections with BillAdvisor. Mr. [redacted] stated he is the only [redacted] Attorney in the State of Texas. He further advised this is a typical scam, to bill under a fraudulent name. My credit card company already expressed these fraudulent practices when I disputed the charges. Mr. [redacted] requested that I contact my Credit Card and advise them he did not authorize his name to be used to charge people through BillAdvisor. I will be forwarding his information to my Credit Card company. If this is a legitimate company, why are they charging people under fraudulent circumstances/names? Why will GoDish not permit me to listen to my "affirmative" response for this unethical company? Federal Law does not restrict my request, Dave with Dish is wrong on that matter. I can not stress enough this has nothing to do with the "small" amount of monies lost, and everything to do with ethics! I remain shocked that a big company permits their customers to be taken advantage of when they simply want to sign up for satellite tv.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 21, 2015
Mr. and Mrs. [redacted] and [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On May 19, 2015, we received your correspondence,...
dated May 18, 2015, filed with the Revdex.com.
You maintain that a technician took your receiver during an equipment upgrade and you disputed the unreturned equipment fee.
I attempted to reach you at ([redacted] on May 19, 20 and 21, 2015. I left three voice messages.
Although we have no record that the equipment was retrieved or returned to DISH Network, I made an exception and reversed the $49.00 unreturned equipment fee.
A refund check in the amount of $27.56 was mailed to your address on May 20, 2015. Please allow seven days for mailing. This refund is for unused service.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/07) */
April 30, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed...
with the Revdex.com.
You said that your house was destroyed in a house fire, and you expressed concern regarding being charged for unreturned equipment and early termination fees.
When we spoke I apologized for the inconvenience. I advised you that I have waived the balance of $1,090.58, resulting in a zero balance. I informed you that I will have your account removed from our collection agency and I will have the debt removed from your credit bureau file; please allow up to eight weeks.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/26) */
May 22, 2015
Ms. [redacted] N. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the Better...
Business Bureau.
You expressed concern with the early termination fee to disconnect your service. You maintain that you are not receiving the channels that you requested and you had to upgrade your programming package.
Your service was activated on May 15, 2015, with a 24-month commitment through Altitude Marketing LLC ([redacted]), an independent company. A review of the sales call confirmed that although you requested MeTV and SyFy, Me TV is not currently carried by DISH Network. We did not find that the BBC and Hallmark channels were requested.
When I spoke with you by phone today, I advised you that I waived the 24-month commitment on your account. As you requested, I disconnected your service. I also submitted a refund of $38.29 to your credit card account for your initial payment. Please allow three to five business days for processing.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([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]
[redacted] Dear [redacted]: On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com. You said a technician cut the power in your garage, and you disagree with the denied damage claim. When you spoke with [redacted], a DISH Network Corporate Field Resolutions Specialist, she informed you that the investigation revealed no evidence that the technician caused damage to the electrical system. If a licensed electrician finds evidence that electrical issues were caused by our technician, your claim will be re-opened. When we spoke today, I informed you that your concerns will be forwarded to the appropriate personnel. To discuss the matter further, you may contact the Corporate Field Resolutions Team directly at [redacted], Monday through Friday, 7:00 am to 4:00 pm, MST. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
January 7, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You expressed further concern with the 24-month commitment that was added to your account for an equipment upgrade. As previously advised, a review of the customer service call on May 17, 2015, revealed that our representative disclosed the required term commitment. A copy of the signed agreement for this promotion was included with my previous correspondence. As a result, the term commitment remains valid. In order to receive the account records requested, we require a subpoena to be provided to DISH Network L.L.C. via fax to [redacted]. It can also be mailed to: DISH Network L.L.C [redacted] Attn: Subpoena Request 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 [redacted]
[redacted]
*
[redacted]
Dear Mr. [redacted]: On January 20, 2016, we received your complaint, dated January 18, 2016, filed with the Revdex.com. You disputed the Pay-Per-View (PPV) charges on your account that occurred in July and August 2014. You said that you checked your receiver’s purchase history and...
didn’t find any movies had been ordered. You are asking for a credit of $120.90. When we spoke by phone today, I advised you that I reviewed the recording of a call that took place on August 30, 2014. I found that our agent assisted you with checking your purchase history on your Hopper receiver and you said that it contained PPV charges that took place on August 3, 2014. You told him that you will check the rest of your receivers to determine which one was used to order the PPVs. I advised you that PPV charges are nonrefundable and that we consider them to be valid, as they were all ordered using your receivers. 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 ###-###-####
October 25, 2016 Dear Ms. [redacted]: On October 25, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. You expressed concern regarding ongoing technical issues and you asked that we release you from your term...
commitment. You also said that you were charged twice for a security system that you never received. When we spoke, I advised you that I will release you from your contract. Per your request, I set up your account to be closed on November 9, 2016, and I provided you with your final balance and the equipment return disclosures. Furthermore, I explained that we don’t offer a security system, nor did we charge for this; therefore, I’m unable to address this concern. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/09/09) */
September 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with...
the Revdex.com.
You stated that you made several unsuccessful attempts to cancel your DISH Network service. Your account was not disconnected as you requested and you are displeased with the attempts made to retain your business. You requested that your account be disconnected.
In our September 1, 2015, email correspondence, I confirmed that your account was disconnected effective August 28, 2015. As a courtesy for the inconvenience you experienced, I waived the $14.16 balance on your account. You accepted this 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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
November 7, 2016 Dear Mrs. [redacted]: On November 1, 2016, we received your complaint, dated October 28, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received when you contacted us via chat. ...
I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representative. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. When I spoke with you by phone today, I explained that our system does not have the option to make deferred payment arrangements. In order to restore your service, a payment of $261.96 is required. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
November 17, 2016 Dear Ms. [redacted]: On November 16, 2016, we received your rebuttal, dated November 14, 2016, filed with the Revdex.com. You feel that you shouldn’t have to pay a fee to have your satellite dish removed from your roof because you paid for our service on a regular basis. As you were previously advised, your request to have us remove your satellite dish at no cost has been denied. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Initial Business Response /* (4000, 8, 2015/08/13) */
August 4, 2015
[redacted]
XXXXX[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint,...
dated July 29, 2015, filed with the Revdex.com.
You requested to be released from the 24-month commitment to TV service due to the technical issues you have experienced.
When I spoke with you by telephone today, I agreed to release you from the 24-month agreement to TV service only as our records reveal several technical issues were reported. You will not be charged an early termination fee for TV service if you choose to disconnect the TV service.
You stated that you are happy with the internet service but will continue with the service.
Once the service is disconnected, boxes for the return of the Hopper, Joeys and remotes will ship to the address on the account. Please keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
Tuesday someone from Dish network called and said she would let me out of my contract, her name [redacted]>did not catch a last name. Not comfortable with whether this is true or not. She left me a phone # of X-XXX-XXX-XXXX. Have not been able to reach her since>have left 2 msges, with no return call. A lot nervous whether to get installation with former company.
Initial Business Response /* (1000, 5, 2015/06/19) */
June 18, 2015
Mr. and Mrs. [redacted] and [redacted] Ave.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On June 17, 2015, we received your complaint, dated...
June 16, 2015, filed with the Revdex.com.
You said that you didn't agree to a term commitment with your DISH Network service. You indicated that you c**sed your account due to your monthly rate increasing. You would like the early termination fee waived and for your equipment to be picked up.
When we spoke by phone, I explained that before your account was activated we sent a sales confirmation email to [redacted].COM which explained your promotion terms and conditions. Also, on the day you activated your service, your contract was emailed to the same address. Our records don't reflect that you contacted us to dispute your contract. Therefore, we consider the early termination fee of $240.00 to be accurate. I have enc**sed a copy of your contract for your records.
I advised you that you experienced a rate increase after your 12th month of service, as we offered a one-year $25.00 monthly credit as a benefit of agreeing to the commitment.
Furthermore, I advised you that we do not send a technician to retrieve your leased equipment, but we do send a box and label in which to return 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
Enc**sure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think it is bogus that you send it in an e mail I do not have a computer so everything is over the phone I have I cant open links to things on it so I never see the contract a contract should be mailed so the person can not say they haven't seen it I will restart service by june 30th to avoid charges but I will NEVER again recommend you to another family member or friend you have got to be the worst cable company there is and I will continue to b**g and let people know how you treat your customers and your poor training to your emp**yees! I am truly disgusted with the customer service you guys offer and I am mot going to be using your service after my so called contract and further more I find it highly unlikely that you cant "find" the start service recording!!! just an easy way out you are a horrible business and I think your so called customer service is ridicu**us.
Initial Business Response /* (1000, 5, 2015/10/20) */
October 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 14, 2015, we received your correspondence, dated October 13, 2015, filed...
with the Revdex.com.
You stated that you experienced signal loss with your DISH Network service. This led you to disconnect your service prior to fulfilling your contract. You have been billed for your early termination fee and you indicated that you made verbal changes to your contract to waive the early termination fee under these circumstances. You requested that the $278.92 balance be waived and removed from collections.
When we spoke on October 14, 2015, I explained that you were unable to alter the contract in any way. However, as a courtesy, I agreed to waive your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this 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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If a party is unable to alter any terms of a contract, the contract is an unenforceable adhesion contract. Further, the initial contract was oral in nature on a recorded line. The representative specifically asks if the customer "accepts the terms of this contract." This is the conversation where I added in the caveat specific to service delivery.
Furthermore, DISH still seems to contend that their delivery of service is not a requirement of them under the contract. They continue to breach their own contract by failing to deliver service, a point which should be addressed in a more appropriate forum (i.e. class action litigation). I accept this resolution as it pertains to my facts, but other customers are still being taken advantage of by DISH Network in the manner I've detailed above. The Revdex.com should continue to push this issue on a broader basis, and require that DISH either fulfill their contract or not be allowed to profit (through the issuance of early termination fees) by the very contract they've left unfulfilled.
Initial Business Response /* (1000, 10, 2015/07/02) */
July 1, 2015
[redacted] and [redacted] and [redacted]
[redacted] M **
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 26, 2015, we received your correspondence, dated June...
25, 2015, filed with the Revdex.com.
You expressed concern that your DISH Network account was turned over to collections. You maintain you have not had service for one year and mentioned that you experienced service issues that were not resolved. However, you not specify.
I attempted to reach you at (XXX) XXX-XXXX on June 26 and 30, 2015, and July 1, 2015. I left three voice messages.
Our records show that your service was disconnected due to nonpayment on September 14, 2014, leaving a balance due of $91.61. We have no record that issues with your service were reported prior to receiving this correspondence. Nevertheless, I reversed the balance from your account. This information will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
If you would like to restore your service, we ask that the first month of programming be paid up front. When the service is restored, troubleshooting steps will need to be performed over the phone with a technical support representative. If necessary, a technician visit will be scheduled.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
January 4, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 2, 2018, we received your correspondence, dated December 29, 2017, filed with the Revdex.com. You requested that the satellite dish and pole mount be removed from your property. When we spoke on January 3, 2017, I informed you that I was unable to locate the account you described with the information you provided. I explained that the satellite dish may be from another service provider. You said that you will research this further. 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]
January 7, 2016 Ms. [redacted], VA [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You expressed further concern with the promotional offer that was approved for DISH Network service. As previously advised, DISH Network offers several promotions that require a credit qualification. Based on the information obtained, you only qualify for our Flex TV offer, which requires an upfront payment for an activation fee and the purchase of equipment. These fees cannot be waived or billed at a later date. We regret that you do not agree with our business policies. 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]
March 7, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 6, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.com. You indicated that you disconnected your service over a year ago and you paid the early termination fee. However, you recently received a bill for $332.02. You requested an itemized statement of the charges. Initially, this service was set up as a bundle with dishNET Wireline internet service. You disconnected the services on June 17, 2015, and you made a payment of $120.00 on July 17, 2015, for the early termination fee for TV service. However, when the bill was bundled, the payments that were received were only partial payments. As a result, a past-due amount was carried over every month. The last payment that we received was on May 27, 2015, in the amount of $250.00, and it was only a partial payment of a $504.24 balance due on your May 9, 2015, billing statement. Once the service was disconnected the service charges were reversed, leaving a remaining balance of $417.82. When the modem was returned, a credit of $85.80 was applied to your account and the balance was reduced to $332.02, which includes a $40.00 early termination fee for the internet service. Enclosed are copies of the billing statements showing the charges and payments. This account was referred to collections on July 16, 2015. However, the balance was transferred to your DISH Network TV account on January 27, 2016, when the systems were integrated. Although the charges are valid, I removed the balance from your DISH Network account. 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]
June 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You requested an account credit for the removal of your local Fox station, as you received such a credit when a previous channel was removed in October 2015. Your concerns were addressed on June 24, 2016, through the Federal Communications Commission. Enclosed is a copy of my correspondence. 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] June 24, 2016 Mr. [redacted] [redacted] Re: FCC Complaint # [redacted] [redacted] Dear Mr. [redacted]: On June 20, 2016, we received your complaint, dated June 19, 2016, filed with the Federal Communications Commission. My attempts to contact you by phone at [redacted] on June 21, 22 and 23, 2016, were unsuccessful, however, I left three messages. You expressed concern with the removal of your local Fox station. You indicated that you were given credits for a previous channel removal and you would like an additional credit for this issue. Our records show that on October 5, 2015, a monthly credit of $5.00 was applied to your account for the removal of NBC. Please be advised that this credit was applied as a courtesy. Please be advised that you are not charged any additional monthly fees because the local channels are included in your basic programming package for free. However, DISH Network pays the providers to be able to broadcast the channels through our service. Tribune Broadcasting Company refused to grant an extension to keep their stations on our local channel lineup while we continue to negotiate with them. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, presenting a path to end Tribune's blackout immediately and ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair, and binding solution to restore its channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. We are unable to honor your request for an account credit due to this issue. 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]
April 18, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On April 18, 2017, we received your complaint, dated April 17, 2017, filed with the Revdex.com. You expressed dissatisfaction with the customer service that you received when you contacted us regarding some billing concerns. You would like an account credit as compensation. A review of your account shows that your account has had a continuous unpaid balance since it was activated on August 27, 2016. As a result, your account has been interrupted for non-payment each month since October 2016 and you have incurred a late fee. The latest service interruption that you experienced was on April 17, 2017. Please be advised that DISH Network only allows one Promise-to-Pay during the current billing period. Since you had already been given a Promise-to-Pay on April 6, 2017, to April 15, 2017, our representatives were unable to provide you with a second Promise-to-Pay. As an exception, your service was restarted on April 17, 2017, and a Promise-to-Pay was granted on your account until April 24, 2017. To avoid future service interruptions, please pay the full amount that is listed on your billing statement. When I spoke with you by phone today, I advised you that we are unable to provide you with an account credit as requested. Although you asked that your term commitment be waived because of this issue, I advised you that your 24-month commitment would still apply. As a courtesy, I reversed two $9.00 Promise-to-Pay charges from your account. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: Today I received a call from [redacted], Attorney at Law, in response to my State Bar complaint. Mr. [redacted] advised he has zero connections with BillAdvisor. Mr. [redacted] stated he is the only [redacted] Attorney in the State of Texas. He further advised this is a typical scam, to bill under a fraudulent name. My credit card company already expressed these fraudulent practices when I disputed the charges. Mr. [redacted] requested that I contact my Credit Card and advise them he did not authorize his name to be used to charge people through BillAdvisor. I will be forwarding his information to my Credit Card company. If this is a legitimate company, why are they charging people under fraudulent circumstances/names? Why will GoDish not permit me to listen to my "affirmative" response for this unethical company? Federal Law does not restrict my request, Dave with Dish is wrong on that matter. I can not stress enough this has nothing to do with the "small" amount of monies lost, and everything to do with ethics! I remain shocked that a big company permits their customers to be taken advantage of when they simply want to sign up for satellite tv.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 21, 2015
Mr. and Mrs. [redacted] and [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On May 19, 2015, we received your correspondence,...
dated May 18, 2015, filed with the Revdex.com.
You maintain that a technician took your receiver during an equipment upgrade and you disputed the unreturned equipment fee.
I attempted to reach you at ([redacted] on May 19, 20 and 21, 2015. I left three voice messages.
Although we have no record that the equipment was retrieved or returned to DISH Network, I made an exception and reversed the $49.00 unreturned equipment fee.
A refund check in the amount of $27.56 was mailed to your address on May 20, 2015. Please allow seven days for mailing. This refund is for unused service.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/07) */
April 30, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed...
with the Revdex.com.
You said that your house was destroyed in a house fire, and you expressed concern regarding being charged for unreturned equipment and early termination fees.
When we spoke I apologized for the inconvenience. I advised you that I have waived the balance of $1,090.58, resulting in a zero balance. I informed you that I will have your account removed from our collection agency and I will have the debt removed from your credit bureau file; please allow up to eight weeks.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/26) */
May 22, 2015
Ms. [redacted] N. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the Better...
Business Bureau.
You expressed concern with the early termination fee to disconnect your service. You maintain that you are not receiving the channels that you requested and you had to upgrade your programming package.
Your service was activated on May 15, 2015, with a 24-month commitment through Altitude Marketing LLC ([redacted]), an independent company. A review of the sales call confirmed that although you requested MeTV and SyFy, Me TV is not currently carried by DISH Network. We did not find that the BBC and Hallmark channels were requested.
When I spoke with you by phone today, I advised you that I waived the 24-month commitment on your account. As you requested, I disconnected your service. I also submitted a refund of $38.29 to your credit card account for your initial payment. Please allow three to five business days for processing.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([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]
June 2, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com. You said a technician cut the power in your garage, and you disagree with the denied damage claim. When you spoke with [redacted], a DISH Network Corporate Field Resolutions Specialist, she informed you that the investigation revealed no evidence that the technician caused damage to the electrical system. If a licensed electrician finds evidence that electrical issues were caused by our technician, your claim will be re-opened. When we spoke today, I informed you that your concerns will be forwarded to the appropriate personnel. To discuss the matter further, you may contact the Corporate Field Resolutions Team directly at [redacted], Monday through Friday, 7:00 am to 4:00 pm, MST. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
January 7, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You expressed further concern with the 24-month commitment that was added to your account for an equipment upgrade. As previously advised, a review of the customer service call on May 17, 2015, revealed that our representative disclosed the required term commitment. A copy of the signed agreement for this promotion was included with my previous correspondence. As a result, the term commitment remains valid. In order to receive the account records requested, we require a subpoena to be provided to DISH Network L.L.C. via fax to [redacted]. It can also be mailed to: DISH Network L.L.C [redacted] Attn: Subpoena Request 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 [redacted]
[redacted]
*
[redacted]
Dear Mr. [redacted]: On January 20, 2016, we received your complaint, dated January 18, 2016, filed with the Revdex.com. You disputed the Pay-Per-View (PPV) charges on your account that occurred in July and August 2014. You said that you checked your receiver’s purchase history and...
didn’t find any movies had been ordered. You are asking for a credit of $120.90. When we spoke by phone today, I advised you that I reviewed the recording of a call that took place on August 30, 2014. I found that our agent assisted you with checking your purchase history on your Hopper receiver and you said that it contained PPV charges that took place on August 3, 2014. You told him that you will check the rest of your receivers to determine which one was used to order the PPVs. I advised you that PPV charges are nonrefundable and that we consider them to be valid, as they were all ordered using your receivers. 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 ###-###-####
October 25, 2016 Dear Ms. [redacted]: On October 25, 2016, we received your complaint, dated October 22, 2016, filed with the Revdex.com. You expressed concern regarding ongoing technical issues and you asked that we release you from your term...
commitment. You also said that you were charged twice for a security system that you never received. When we spoke, I advised you that I will release you from your contract. Per your request, I set up your account to be closed on November 9, 2016, and I provided you with your final balance and the equipment return disclosures. Furthermore, I explained that we don’t offer a security system, nor did we charge for this; therefore, I’m unable to address this concern. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/09/09) */
September 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with...
the Revdex.com.
You stated that you made several unsuccessful attempts to cancel your DISH Network service. Your account was not disconnected as you requested and you are displeased with the attempts made to retain your business. You requested that your account be disconnected.
In our September 1, 2015, email correspondence, I confirmed that your account was disconnected effective August 28, 2015. As a courtesy for the inconvenience you experienced, I waived the $14.16 balance on your account. You accepted this 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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
November 7, 2016 Dear Mrs. [redacted]: On November 1, 2016, we received your complaint, dated October 28, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received when you contacted us via chat. ...
I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representative. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. When I spoke with you by phone today, I explained that our system does not have the option to make deferred payment arrangements. In order to restore your service, a payment of $261.96 is required. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####