January 4, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You indicated that the technician did not provide the Echo Dot and Hopper Go that were included as a special with the installation of your DISH Network service. You stated that although you were advised the Hopper Go would be delivered within ten business days, you have not received it. You also said that you purchased two headphones, but one of them is not working. You were told that since it has been over 30 days, the headphones cannot be exchanged and you were referred to the manufacturer. Further, you were advised by the technician that the charges for the headphones would be billed to your account and paid in increments; however, you have received service interruption notices. Our records show that your service order was established on November 19, 2017. Because the promotional offer code (Holiday Special) was not applied when the service was initially requested but was added later, the Hopper Go and Echo Dot were not in the installation order. The Hopper Go is shipped and a redemption code is sent for the Echo Dot upon completion of the installation. Your installation was completed on November 24, 2017. At that time, you were enrolled in a 24-month commitment. The redemption code for the Echo Dot was sent by email on this date. Please be advised that the Hopper Go is shipped within eight weeks of the installation. Although the headphones include a one-year warranty, any exchanges and returns through DISH Network are only allowed within 30 days. Any issues after 30 days are handled by the manufacturer, [redacted]. Additionally, the products purchased during the installation can be billed to your account; however, they are billed at full cost and not in increments. I regret any miscommunication provided by the installer. When I spoke with your wife by phone on January 3, 2018, I advised her that the Hopper Go was shipped. Per the [redacted] tracking number, it is scheduled to be delivered tomorrow (January 5, 2018). I requested an additional pair of earphones to be shipped to you at no cost, and I removed the charge of $79.99 from your account for one of the headphones already purchased. The credit covered the previous balance on your account, bringing the current balance to zero. You expressed dissatisfaction with the customer service you received. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com. You maintain that DISH Network collected two payments for the same billing period, and you requested a refund for one of them. A review of your account reveals that it is enrolled in our Electronic Funds Transfer (EFT) Autopay option. A mailed payment of $86.36 was applied to your account on February 23, 2016. Because the EFT payment was already in process, a payment of $89.36 was applied to your account on the same day. This is not a DISH Network error. When I spoke with you by telephone today, I informed you that a refund of $89.36 was issued on March 8, 2016. As a courtesy, I removed your current balance of $87.36. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Dear Mr. [redacted]: On January 6, 2016, we received your correspondence, dated January 5, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in June 2015. You have made several requests for a refund of the $27.93 credit balance on your account....
You have not received the refund and you would like the matter resolved. When we spoke today, I apologized for the delays that you experienced and I reissued your refund. You accepted this resolution. Please allow five business days for processing. 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 ###-###-####
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 20, 2016, we received your correspondence, dated May 19, 2016, filed with the Revdex.com. You said you moved and you requested to cancel your account. You disputed the early termination fee and asked that the equipment be retrieved. In addition, you provided feedback regarding your customer service experience. Please note that we offer a free Move In-Deal. We ask that you take your receivers and remote controls to your new home. When you are ready to have the service installed, a technician visit can be scheduled at your convenience. When we spoke today, I advised you that I reviewed your recorded calls. The calls revealed that our agents offered to place your account on DISH Pause at $5.00 per month for a maximum of nine months and they offered to schedule a free Move In-Deal installation to relocate your service. Our agents also informed you that you may cancel your account; however, the Digital Home Advantage (DHA) early termination fee would apply as the service would be disconnected prior to the promotional fulfillment date. I enclosed a copy of your signed DHA agreement for your records. During the initial call on March 14, 2016, your account was disconnected and an early termination fee of $180.00 was applied. However, on this same date, per your request, the service was restored and placed on DISH Pause. This call did not indicate that credits were offered for the pause service. Because the Protection Plan was removed from your account, a $30.00 fee was applied. As a courtesy, this fee was waived. Per your written request, your service was canceled and you were billed $160.00 for the DHA early termination fee. Under the DHA promotion, you agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home address by UPS. You will also be billed $10.00 for shipping. We do not offer a service to retrieve the equipment. 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] Enclosure
Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You said that you were not aware that your two-year contract would continue if you moved. You said you shouldn’t have to pay for service you’re not receiving, as you canceled your account in April 2016. When we spoke, I informed you that a review of your sales call found that you were provided with all of the contract disclosures, including that you are still bound by the contract if you change your residence. Furthermore, our records reflect that you disconnected your services on June 14, 2016. We received a call from you on May 12, 2016, regarding technical issues which were resolved by troubleshooting with our agent. We consider the early termination fee to be an accurate charge. 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]
June 28, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you were not advised of the $10.00 return shipping fee. When we spoke, I advised you that a review of your disconnection call revealed some confusion concerning the fee, so I waived your $11.39 balance. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Tell us why here...October 18, 2016 Dear Mr. [redacted]: On October 13, 2016, we received your complaint, dated October 11, 2016, filed with the Revdex.com. You disputed that you were entered into a new 24-month agreement when your receiver was replaced...
due to technical issues. When I spoke with you by telephone today, I apologized for the inconvenience and I removed the 24-month agreement. I disconnected the service and I advised you to return the receiver and remotes to avoid unreturned equipment fees. 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 ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (1000, 4, 2015/05/22) */
May 15, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 15, 2015, we received your correspondence, dated May 14, 2015, filed with...
the Revdex.com.
You stated that DISH Network charged you $99.99 for a Pay-Per-View (PPV) event that you did not order. When you attempted to resolve the matter, you were offered a $50.00 credit. You requested credit for the full cost of the PPV event.
When we spoke today, I agreed to credit your account for the full $99.99 charge. 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]
[redacted] Dear Ms. [redacted]: On July 17, 2017, we received your complaint, dated July 16, 2017, filed with the Revdex.com. You expressed concern regarding Pay-Per-View (PPV) charges on your account. You stated that no one in your home has ordered them. You requested that the charges be waived and your service restored. When we spoke, I advised you that our records reflect you have contacted us regarding this issue. We provided you with account credits and we assisted you with locking your system. I informed you that the PPV movies are being ordered through the remote control and not by a customer service representative. I told you that if you make a $200.00 payment, I would provide you with a $200.00 account credit as a one-time courtesy. You agreed to my offer. 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]
March 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com. You stated that you contacted DISH Network twice to disconnect your service. You were informed of your early termination fee and you requested that you be sent a paper statement reflecting the charge. This was required to obtain reimbursement from your new service provider. You were not provided the statement as requested. You have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursement. You requested that the balance be resolved and removed from collections. When we spoke today, I apologized for your experience and agreed to waive your early termination fee, as a courtesy. 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 [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]
September 30, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on September 26, 28 and 30, 2016, and I left three messages....
You expressed concern that you were supposed to receive a refund shortly after July 30, 2016, but you have not. You mentioned that we received the returned equipment on July 15, 2016. You also indicated that you had a contract for a price of $69.99, but your bill increased to $106.00 per month. Furthermore, you said the phone number you had to contact DISH Network is no longer in service. Our records reveal that you disconnected your service on July 30, 2016, and although there was a credit balance of $56.16, a refund was not issued immediately in the event that more charges would post to the account. However, a refund of $56.16 was issued on September 20, 2016. I apologize for the delay. The boxes to return the equipment were shipped on August 6, 2016, under tracking number [redacted]6 and show as delivered to you on August 9, 2016. We received the equipment on August 15, 2016. This account was activated on July 18, 2014, under the Digital Home Advantage (DHA) 24-month agreement. This agreement does not include prices or a price guarantee. At the time of activation, you took advantage of the 12-month introductory promotion that provided you with a $35.00 monthly credit for the first 12 months of service. This promotion expired on your June 3, 2016, billing statement and you began to be billed at the regular rate. This promotion is not the same thing as the 24-month agreement. You were billed correctly and no credit is due. DISH Network is open 24 hours a day, seven days a week, including weekends and holidays, at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
[redacted]: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com. You stated that DISH Network has not provided the return shipping materials required to return your leased equipment. You requested that this be resolved. My three attempts to contact you at [redacted] on January 7, 8 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. Our records indicate that the return shipping materials were delivered to your [redacted] address and left at the front door. The UPS tracking number is [redacted]. 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]
Initial Business Response /* (1000, 5, 2015/08/26) */
August 6, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 6, 2015, we received your complaint, dated August 5, 2015, filed with the...
Revdex.com.
You said that you are you confused about your bill, as you were told that your early termination fee had been waived.
When we spoke by phone, I explained that the balance due is for services rendered. You disputed all of the payments you made to DISH Network, resulting in you having a balance which we consider to be valid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/08/13) */
July 31, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that a review of your calls on May 7, 2015, and May 28, 2015, revealed that you requested disconnection but then agreed to keep your account active and move it to your new location. The agents with whom you spoke offered a monthly credit of $40.00 for 12 months, which you accepted. The credit was applied and you scheduled a DISH Move-In Deal; however, as your account was interrupted due to non-payment, the work order was cancelled.
I made an exception and waived the remaining $52.80 balance associated with your account. We sincerely regret any confusion.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 12, 2017 Dear Ms. [redacted]: On January 10, 2017, we received your complaint, dated January 9, 2017, filed with the Revdex.com. You said that DISH Network owes you a refund and you disputed the balance associated with your DISH Network...
account and credit file. When we spoke, I advised you that a piece of your internet dish (the TRIA) was not returned as required, so a $99.00 unreturned equipment fee was applied to your account. The $92.67 credit to which you referred was a prorated credit that was applied to your account for the service you were billed for, but did not receive, due to the disconnection of your account. As a courtesy, I waived your $13.25 balance. I reviewed your March 16, 2015, call to DISH Network, at which time you reported that you left the TRIA at your old address when you moved. I found that no offer was made to send a technician to retrieve it, as you asserted during our call. While we regret any inconvenience, as the TRIA was required to be returned and was not, and as the balance associated with your account was valid and correctly reported as such, we are unable to provide a refund or remove this item from your credit file. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 14, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You said that you agreed to a bundled account with Frontier and DISH Network services. However, you maintain that you were not billed the rate you were quoted. You asked that the early termination fee be waived. When we spoke by phone, I explained that a review of the bills we sent Frontier didn’t have any inconsistencies. I said that I am unable to justify Frontier’s charges. However, in the interest of customer service, I agreed to waive the early termination fee and provide you with a refund of $220.00. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It should be noted the settlement information came to me after I had escalated and submitted this complaint to the Revdex.com. This was after MONTHS of follow up. I am closing the complaint with DISH Network as they have agreed to take care of the issue with my roof.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On March 7, 2017, we received your complaint, dated March 6, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 9, 14 and 15, 2017, and I left three messages. I also sent an email to [redacted] with a request to contact me and I received a response. You indicated that your Hopper 3 receiver has experienced technical issues and it has been replaced several times. You requested compensation for the time that you were without service. You also indicated that an unreturned equipment fee was applied to your account on February 27, 2017, for a receiver that was replaced in December 2016. You enclosed a chat session, during which you said you were told the fee would be removed. Our records reveal that on November 23, 2016, we provided you with a time-without-service credit of $31.45 and you also accepted a $5.00 monthly courtesy credit for six months. Additionally, on October 24, 2017, you were provided a $53.00 credit. I applied a credit to your account for one month of service ($149.52) for your inconvenience. After reviewing the chat session, I confirmed the information you received and the $349.00 unreturned equipment fee was removed from your account on March 14, 2017. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 20, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your complaint, dated August 17, 2015, filed...
with the Revdex.com.
You disputed the balance associated with your DISH Network account. You said that you requested to have your account disconnected but it was not.
I attempted to reach you at (XXX) XXX-XXXX on August 18, 19 and 20, 2015, and I left three voicemails.
In my last message, I advised you that due to a system issue I was unable to review your call of December 11, 2014. As such, I waived the $145.77 balance from your account. I also requested that this item be removed from collections and from your credit file. Please allow four to six weeks for the credit bureaus to update their information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I will not be satisfied until dish agrees to waive the ETF. They are not providing the service I signed up for and therefore I shouldn't have to pay to cancel service.
Sincerely,
[redacted]
January 4, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You indicated that the technician did not provide the Echo Dot and Hopper Go that were included as a special with the installation of your DISH Network service. You stated that although you were advised the Hopper Go would be delivered within ten business days, you have not received it. You also said that you purchased two headphones, but one of them is not working. You were told that since it has been over 30 days, the headphones cannot be exchanged and you were referred to the manufacturer. Further, you were advised by the technician that the charges for the headphones would be billed to your account and paid in increments; however, you have received service interruption notices. Our records show that your service order was established on November 19, 2017. Because the promotional offer code (Holiday Special) was not applied when the service was initially requested but was added later, the Hopper Go and Echo Dot were not in the installation order. The Hopper Go is shipped and a redemption code is sent for the Echo Dot upon completion of the installation. Your installation was completed on November 24, 2017. At that time, you were enrolled in a 24-month commitment. The redemption code for the Echo Dot was sent by email on this date. Please be advised that the Hopper Go is shipped within eight weeks of the installation. Although the headphones include a one-year warranty, any exchanges and returns through DISH Network are only allowed within 30 days. Any issues after 30 days are handled by the manufacturer, [redacted]. Additionally, the products purchased during the installation can be billed to your account; however, they are billed at full cost and not in increments. I regret any miscommunication provided by the installer. When I spoke with your wife by phone on January 3, 2018, I advised her that the Hopper Go was shipped. Per the [redacted] tracking number, it is scheduled to be delivered tomorrow (January 5, 2018). I requested an additional pair of earphones to be shipped to you at no cost, and I removed the charge of $79.99 from your account for one of the headphones already purchased. The credit covered the previous balance on your account, bringing the current balance to zero. You expressed dissatisfaction with the customer service you received. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 11, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com. You maintain that DISH Network collected two payments for the same billing period, and you requested a refund for one of them. A review of your account reveals that it is enrolled in our Electronic Funds Transfer (EFT) Autopay option. A mailed payment of $86.36 was applied to your account on February 23, 2016. Because the EFT payment was already in process, a payment of $89.36 was applied to your account on the same day. This is not a DISH Network error. When I spoke with you by telephone today, I informed you that a refund of $89.36 was issued on March 8, 2016. As a courtesy, I removed your current balance of $87.36. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Dear Mr. [redacted]: On January 6, 2016, we received your correspondence, dated January 5, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in June 2015. You have made several requests for a refund of the $27.93 credit balance on your account....
You have not received the refund and you would like the matter resolved. When we spoke today, I apologized for the delays that you experienced and I reissued your refund. You accepted this resolution. Please allow five business days for processing. 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 ###-###-####
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 20, 2016, we received your correspondence, dated May 19, 2016, filed with the Revdex.com. You said you moved and you requested to cancel your account. You disputed the early termination fee and asked that the equipment be retrieved. In addition, you provided feedback regarding your customer service experience. Please note that we offer a free Move In-Deal. We ask that you take your receivers and remote controls to your new home. When you are ready to have the service installed, a technician visit can be scheduled at your convenience. When we spoke today, I advised you that I reviewed your recorded calls. The calls revealed that our agents offered to place your account on DISH Pause at $5.00 per month for a maximum of nine months and they offered to schedule a free Move In-Deal installation to relocate your service. Our agents also informed you that you may cancel your account; however, the Digital Home Advantage (DHA) early termination fee would apply as the service would be disconnected prior to the promotional fulfillment date. I enclosed a copy of your signed DHA agreement for your records. During the initial call on March 14, 2016, your account was disconnected and an early termination fee of $180.00 was applied. However, on this same date, per your request, the service was restored and placed on DISH Pause. This call did not indicate that credits were offered for the pause service. Because the Protection Plan was removed from your account, a $30.00 fee was applied. As a courtesy, this fee was waived. Per your written request, your service was canceled and you were billed $160.00 for the DHA early termination fee. Under the DHA promotion, you agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home address by UPS. You will also be billed $10.00 for shipping. We do not offer a service to retrieve the equipment. 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] Enclosure
August 4, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You said that you were not aware that your two-year contract would continue if you moved. You said you shouldn’t have to pay for service you’re not receiving, as you canceled your account in April 2016. When we spoke, I informed you that a review of your sales call found that you were provided with all of the contract disclosures, including that you are still bound by the contract if you change your residence. Furthermore, our records reflect that you disconnected your services on June 14, 2016. We received a call from you on May 12, 2016, regarding technical issues which were resolved by troubleshooting with our agent. We consider the early termination fee to be an accurate charge. 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]
June 28, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you were not advised of the $10.00 return shipping fee. When we spoke, I advised you that a review of your disconnection call revealed some confusion concerning the fee, so I waived your $11.39 balance. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Tell us why here...October 18, 2016 Dear Mr. [redacted]: On October 13, 2016, we received your complaint, dated October 11, 2016, filed with the Revdex.com. You disputed that you were entered into a new 24-month agreement when your receiver was replaced...
due to technical issues. When I spoke with you by telephone today, I apologized for the inconvenience and I removed the 24-month agreement. I disconnected the service and I advised you to return the receiver and remotes to avoid unreturned equipment fees. 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 ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (1000, 4, 2015/05/22) */
May 15, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 15, 2015, we received your correspondence, dated May 14, 2015, filed with...
the Revdex.com.
You stated that DISH Network charged you $99.99 for a Pay-Per-View (PPV) event that you did not order. When you attempted to resolve the matter, you were offered a $50.00 credit. You requested credit for the full cost of the PPV event.
When we spoke today, I agreed to credit your account for the full $99.99 charge. 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]
July 20, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 17, 2017, we received your complaint, dated July 16, 2017, filed with the Revdex.com. You expressed concern regarding Pay-Per-View (PPV) charges on your account. You stated that no one in your home has ordered them. You requested that the charges be waived and your service restored. When we spoke, I advised you that our records reflect you have contacted us regarding this issue. We provided you with account credits and we assisted you with locking your system. I informed you that the PPV movies are being ordered through the remote control and not by a customer service representative. I told you that if you make a $200.00 payment, I would provide you with a $200.00 account credit as a one-time courtesy. You agreed to my offer. 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]
March 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com. You stated that you contacted DISH Network twice to disconnect your service. You were informed of your early termination fee and you requested that you be sent a paper statement reflecting the charge. This was required to obtain reimbursement from your new service provider. You were not provided the statement as requested. You have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursement. You requested that the balance be resolved and removed from collections. When we spoke today, I apologized for your experience and agreed to waive your early termination fee, as a courtesy. 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 [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]
September 30, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### on September 26, 28 and 30, 2016, and I left three messages....
You expressed concern that you were supposed to receive a refund shortly after July 30, 2016, but you have not. You mentioned that we received the returned equipment on July 15, 2016. You also indicated that you had a contract for a price of $69.99, but your bill increased to $106.00 per month. Furthermore, you said the phone number you had to contact DISH Network is no longer in service. Our records reveal that you disconnected your service on July 30, 2016, and although there was a credit balance of $56.16, a refund was not issued immediately in the event that more charges would post to the account. However, a refund of $56.16 was issued on September 20, 2016. I apologize for the delay. The boxes to return the equipment were shipped on August 6, 2016, under tracking number [redacted]6 and show as delivered to you on August 9, 2016. We received the equipment on August 15, 2016. This account was activated on July 18, 2014, under the Digital Home Advantage (DHA) 24-month agreement. This agreement does not include prices or a price guarantee. At the time of activation, you took advantage of the 12-month introductory promotion that provided you with a $35.00 monthly credit for the first 12 months of service. This promotion expired on your June 3, 2016, billing statement and you began to be billed at the regular rate. This promotion is not the same thing as the 24-month agreement. You were billed correctly and no credit is due. DISH Network is open 24 hours a day, seven days a week, including weekends and holidays, at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
January 11, 2016
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear...
[redacted]: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com. You stated that DISH Network has not provided the return shipping materials required to return your leased equipment. You requested that this be resolved. My three attempts to contact you at [redacted] on January 7, 8 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. Our records indicate that the return shipping materials were delivered to your [redacted] address and left at the front door. The UPS tracking number is [redacted]. 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]
Initial Business Response /* (1000, 5, 2015/08/26) */
August 6, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 6, 2015, we received your complaint, dated August 5, 2015, filed with the...
Revdex.com.
You said that you are you confused about your bill, as you were told that your early termination fee had been waived.
When we spoke by phone, I explained that the balance due is for services rendered. You disputed all of the payments you made to DISH Network, resulting in you having a balance which we consider to be valid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/08/13) */
July 31, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that a review of your calls on May 7, 2015, and May 28, 2015, revealed that you requested disconnection but then agreed to keep your account active and move it to your new location. The agents with whom you spoke offered a monthly credit of $40.00 for 12 months, which you accepted. The credit was applied and you scheduled a DISH Move-In Deal; however, as your account was interrupted due to non-payment, the work order was cancelled.
I made an exception and waived the remaining $52.80 balance associated with your account. We sincerely regret any confusion.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 12, 2017 Dear Ms. [redacted]: On January 10, 2017, we received your complaint, dated January 9, 2017, filed with the Revdex.com. You said that DISH Network owes you a refund and you disputed the balance associated with your DISH Network...
account and credit file. When we spoke, I advised you that a piece of your internet dish (the TRIA) was not returned as required, so a $99.00 unreturned equipment fee was applied to your account. The $92.67 credit to which you referred was a prorated credit that was applied to your account for the service you were billed for, but did not receive, due to the disconnection of your account. As a courtesy, I waived your $13.25 balance. I reviewed your March 16, 2015, call to DISH Network, at which time you reported that you left the TRIA at your old address when you moved. I found that no offer was made to send a technician to retrieve it, as you asserted during our call. While we regret any inconvenience, as the TRIA was required to be returned and was not, and as the balance associated with your account was valid and correctly reported as such, we are unable to provide a refund or remove this item from your credit file. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 14, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You said that you agreed to a bundled account with Frontier and DISH Network services. However, you maintain that you were not billed the rate you were quoted. You asked that the early termination fee be waived. When we spoke by phone, I explained that a review of the bills we sent Frontier didn’t have any inconsistencies. I said that I am unable to justify Frontier’s charges. However, in the interest of customer service, I agreed to waive the early termination fee and provide you with a refund of $220.00. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It should be noted the settlement information came to me after I had escalated and submitted this complaint to the Revdex.com. This was after MONTHS of follow up. I am closing the complaint with DISH Network as they have agreed to take care of the issue with my roof.
Sincerely,
[redacted]
March 15, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On March 7, 2017, we received your complaint, dated March 6, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 9, 14 and 15, 2017, and I left three messages. I also sent an email to [redacted] with a request to contact me and I received a response. You indicated that your Hopper 3 receiver has experienced technical issues and it has been replaced several times. You requested compensation for the time that you were without service. You also indicated that an unreturned equipment fee was applied to your account on February 27, 2017, for a receiver that was replaced in December 2016. You enclosed a chat session, during which you said you were told the fee would be removed. Our records reveal that on November 23, 2016, we provided you with a time-without-service credit of $31.45 and you also accepted a $5.00 monthly courtesy credit for six months. Additionally, on October 24, 2017, you were provided a $53.00 credit. I applied a credit to your account for one month of service ($149.52) for your inconvenience. After reviewing the chat session, I confirmed the information you received and the $349.00 unreturned equipment fee was removed from your account on March 14, 2017. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 20, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your complaint, dated August 17, 2015, filed...
with the Revdex.com.
You disputed the balance associated with your DISH Network account. You said that you requested to have your account disconnected but it was not.
I attempted to reach you at (XXX) XXX-XXXX on August 18, 19 and 20, 2015, and I left three voicemails.
In my last message, I advised you that due to a system issue I was unable to review your call of December 11, 2014. As such, I waived the $145.77 balance from your account. I also requested that this item be removed from collections and from your credit file. Please allow four to six weeks for the credit bureaus to update their information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I will not be satisfied until dish agrees to waive the ETF. They are not providing the service I signed up for and therefore I shouldn't have to pay to cancel service.
Sincerely,
[redacted]