Initial Business Response /[redacted]/
May 6, 2015
Mr. [redacted]
7323 Living Crest, Apt. 1
Houston, TX XXXXX
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 6, 2015, we received your complaint, dated May 5, 2015, filed with the...
Revdex.com.
You said that you are expecting that a technician will retrieve your equipment. You expressed concern that you were charged for unreturned equipment.
When we spoke, you informed me that you returned the leased equipment using the box and label we provided. I advised you that we have not received the equipment; however, as an exception, I waived the unreturned equipment fee. Your DISH Network account now has a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 1, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On...
July 24, 2017, we received your complaint, dated July 22, 2017, filed with the Revdex.com. You indicated that you were offered a certain price to retain your business, but your bill was higher than you expected. You requested that it be adjusted. A review of the sales call on June 5, 2017, shows that you were quoted a price of $57.49. Your monthly service charges are $77.02 before tax. You receive a $5.00 eAutoPay credit and you were already provided an additional monthly credit of $10.00 for 12 months, which brings your monthly bill to $62.02 plus tax. The agent you spoke with also agreed to waive the 24-month commitment. When I spoke with you by telephone today, I applied the additional $5.00 monthly credit to your account to decrease your price to $57.02 plus tax. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Gerri S[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 ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted] Laslo
March 9, 2018 Mr. and Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On March 5, 2018, we received your complaint, dated March 4, 2018, filed with the Revdex.com. You said that you experienced technical issues and you do not agree with the fee to schedule a technician. You also mentioned that we offer a plan which reduces the cost. Please note that it is an industry-wide practice to charge a fee for a technician visit. You have the option to subscribe to the DISH Protect plans to reduce the cost of a visit from $95.00 to $10.00. We regret that you do not agree with our policy and procedures. I provided you with a $10.00 credit for the previously reported problems (on February 28 and March 4, 2018). As an exception, you also were provided with a free technician visit on March 5, 2018, and when I spoke with you today, you verified that the issue had been corrected. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory but they obviously don't worry about it so I'm withdrawing my complaint because nothing will change.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
April 30, 2015
Mr. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 30, 2015, we received your complaint, dated April 29, 2015, filed with...
the Revdex.com.
You expressed concern with the billing statements that you received. You indicated that you disconnected your service; however, it was restarted without your authorization.
Our records reveal that your service was disconnected on January 15, 2015, but it was restarted on January 18, 2015. Although you indicated at that time that you did not wish to have the service restarted, your account was left active. I apologize for this oversight.
Your service was disconnected on April 13, 2015, for non-payment. The account was left with a programming balance of $265.10. You were also charged an early termination fee of $70.00 and a box return fee of $10.00.
On April 22, 2015, you were contacted by Ms. [redacted], from our Executive Escalations Team. She removed the service charges, early termination fee and box return fee from your account and advised you that the equipment had to be returned. The equipment was returned on April 24, 2015. As of this date, your account has a zero balance.
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]) [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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not understand why it took so long for Dish to correct their error. However, I am satisfied with the zero balance but will never use Dish and advise everyone I know to not use Dish Network.
[redacted] Dear Ms. [redacted]: On November 27, 2017, we received your complaint, dated November 22, 2017, filed with the Revdex.com. You indicated that you did not receive a box to return the equipment, and that unreturned equipment fees were posted to your DISH Network account. Because you have a bundled account with [redacted] service, they are sending notices that your service will be interrupted and notices of collections. You requested that DISH Network contact [redacted] to advise them that the equipment fees were reversed. When I spoke with you by telephone today, I informed you that the $249.00 unreturned equipment fee was reversed on November 15, 2017, and a new box was sent to you. Since new monthly service charges had cycled, they were deducted from the $249.00, and a $160.43 credit was transferred to [redacted] on November 28, 2017. Following our conversation, reached out to [redacted] and I received confirmation that your [redacted] bill reflected this credit. We apologize for any inconvenience this may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[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 (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 18, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com. You said that you were provided incorrect information about your monthly rate when you initiated your DISH...
Network account. You requested to have your 24-month commitment waived. When we spoke, I advised you that as I was unable to verify the information you were provided during your sale, I made an exception and waived your 24-month commitment. 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
Tell us why here...April 12, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 5, 2016, we received your correspondence, dated April 2, 2016, filed with the Revdex.com. You stated that you responded to an advertisement you received from Infinity Sales Group, an independent service provider. Your current service was provided by Optimum TV and established in your roommate’s name. You were under the impression that the new service you were purchasing would also be provided by Optimum TV. After the installation was completed, you signed the contract and the installer left. You then realized that DISH Network service was installed. You immediately attempted to disconnect the service and were informed that you would be charged an early termination fee. You claim that you were misled and you requested that the early termination fee be waived. The sales call was reviewed and Infinity Sales Group’s records indicate that DISH Network was identified as the service provider repeatedly throughout the conversation. However, as a courtesy, I agreed to waive your early termination fee and resolve the account balance. You responded to my April 5, 2016, email correspondence and 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI cc: Denver / Boulder Revdex.com
[redacted] Dear Ms. [redacted]: On April 1, 2016, we received your correspondence, dated March 31, 2016, filed with the Revdex.com. You said your service was not disconnected as requested on December 3, 2015. You indicated you paid the balance due and made arrangements to return the leased equipment to DISH Network. You requested a refund. When we spoke today, I advised you that I reviewed your recorded calls. However, I was unable to locate the disconnection request call recording. In the interest of resolving this matter, I will submit a refund of $102.97. Please allow five business days for processing. This refund is for the last payment made on the account. 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 [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/25) */
June 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 18, 2015, we received your complaint, dated June 17, 2015, filed with...
the Revdex.com.
You requested a larger credit be applied to your account for the recent technical issues you experienced.
When we spoke, I offered to apply a one-time $25.00 courtesy credit. You accepted my offer.
Please not that the credit to which you referred was a time-without-service adjustment designed to credit the time that you are out of service due to technical issues. We regret any confusion or inconvenience this issue may have caused.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Problem:Last month I had a problem with dish network which I believed had been resolved it has not. I ordered internet service through dish network. When their technician arrived to install it I was told that internet service was not available in the area and that he was only there to install television service. I told him immediately that I did not order or want television service and he refused to take the Television box back at the time. I immediately filed a complaint with your office. A few days later I received a call from from someone claiming to be from dish network executive office saying that I would not be charged for installation or termination of the service and I agreed to return the TV box which had not been used. Then I received the your email asking if the result had been satisfactory and I answered that it was. Dish Network has now charged my credit card $49.99 for termination for disconnection of a service that I never received in the first place. Can you please help again? Product_Or_Service: internet service Account_Number: unknownDesired Outcome:DesiredSettlementID: Other (requires explanation) I am trying to have this charge removed from my credit card by my bank but would like the Revdex.com to contact them again to be sure that it gets done correctly this time. I should not be charged to disconnect a service that Dish Network failed to provided me with. I am sorry but I cannot find the email to get the prior reference number.
Sincerely,
[redacted]
Dear Mr. [redacted]: On April 29, 2016, we received your rebuttal, dated April 29, 2016, filed with the Revdex.com. You maintain that you were offered a monthly rate of $81.00 for six months. I reviewed the direct recording of your calls and found the offer of a monthly $10.00 credit for six months. The agent did not offer a monthly rate of $81.00 for six months. While we regret that you do not agree, our records indicate that you received the credits you were promised. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
[redacted] Dear Ms. [redacted]: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. You said that DISH Network debited $260.00 from your bank account without your authorization. When we spoke, I advised you that a review of your sales call revealed that the credit card account ending in 7195 was the one provided to qualify for your account. During your sales call you were advised that early termination and unreturned equipment fees would be automatically applied to the qualifying debit or credit card. As your account was disconnected due to non-payment prior to the end of your 24-month commitment, a $260.00 early termination fee was applied to your DISH Network and qualifying bank account. As the charge to which you refer was authorized by you under our terms of service, we are unable to honor your request for a refund. 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]
December 14, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####183
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You stated that...
DISH Network billed you $263.50 for unreturned equipment. You indicated that the customer service representative who closed your account instructed you not to return the equipment so you disposed of it. You requested that the charge be waived and removed from collections.
Our records indicate that there was some confusion regarding placing the account on pause as opposed to disconnecting your service.
In our December 11, 2015, email correspondence, I agreed to remove the equipment from your disconnected account and I resolved the account balance. 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 ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/12/17) */
December 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 10, 2015, we received your complaint, dated December 9,...
2015, filed with the Revdex.com.
You expressed concern about the information UPS included on your shipping label.
When we spoke, I advised you that DISH Network does not dictate the information that UPS includes on their shipping labels. As such, we recommend that you speak with them concerning this issue.
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
[redacted]
[redacted] XXXXX
[redacted]
July 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. You requested to have your early termination fees waived due to incorrect information you received during your sale. When we spoke I advised you that, as I am unable to review the information that you were provided during your sale, I made an exception and waived your early termination fees. 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]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.com. You indicated that you do not accept our response or the information we provided. You also mentioned your dissatisfaction with the customer service you received. The information that was provided to you was from our records and included activity on your account and a review of phone calls placed to DISH Network. Your current balance due is $558.74 which includes $347.00 plus tax for unreturned equipment fees. Return boxes were delivered to your address on December 29, 2015, at 3:16 pm under UPS tracking number 1Z40388F[redacted]4. Once the receivers and remotes are received by us, these fees will be removed. Please keep the return tracking numbers for your records. We encourage you to return the equipment in a timely manner to avoid automatic charges to your credit/debit card. Authorization to automatically debit your debit/credit card is provided in the Digital Home Advantage agreement (copy enclosed). I apologize that the customer service you received did not meet your expectations.. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted] Dear Ms. [redacted]: On April 13, 2016, we received your complaint, dated April 11, 2016, filed with the Revdex.com. You said you were advised that your billing due date would be May 2, 2016, but instead, it was on April 17, 2016. You also expressed concern about your damage claim. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016, and I left three voicemails. In my last message, I advised you that I forwarded your complaint to our Corporate Field Resolutions (CFR) Team. As they are the only team at DISH Network that handles damage claims, please continue to work with them in resolving your claim. As I advised you, our records do not reflect a due date of May 2, 2016. DISH Network’s billing system automatically sets the due date for new accounts 15 days after the account is activated. As your account was activated on April 2, 2016, your first billing due date was April 17, 2016. As I explained, you can request to change your due date after two billing periods. 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]
*
[redacted]-[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com. You indicated that when you ordered DISH Network TV service, it was to be bundled with phone service. Subsequently, you discovered that the phone service was not available in your area. You maintain that because of this, you were offered a credit to your account for two years. This account was activated on June 3, 2015, under the Digital Home Advantage (DHA) agreement and internet agreement. Both agreements included a 24-month commitment. You also took advantage of the 12-month promotion that provided you with a $45.00 monthly credit for the first 12 months of your agreements. These credits expired on your March 18, 2016, billing statement. The call recording from June 23, 2015, reveals that the customer service agent offered you a $25.00 monthly credit for 12 months--there is no mention of 24 months. When I spoke with you by telephone today, I informed you that all credits have expired and you are being billed correctly. No further credits are due. You have been released from both 24-month commitments. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. 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]
Complaint: [redacted]
I am rejecting this response because: I did not have service long enough and their service was lousy. They gave me a pkg. that I DO NOT have any use for, I DO NOT watch those channels. They said it was free installation, but I paid $150.00 foe something, that I have no idea what it was for, then another $39.00, for something else. They wanted to charge me $100.00 plus $17.00 for activation when it was on pause for 4 hours, I said they are crazy, I called to put it back on and they reduced it to $50.00. I had problems , I had to keep both TV's on the same channel, for about 2 weeks, that was like not having service, because you couldn't watch what you wanted, one person wants to watch this and the other wants to watch something else, so I turned it off, the remote for the 2nd TV was defective, so I had to wait for them to send me another one. This representative put me on the Latino pkg. , before they gave me the one that I got stuck with, that I did not want, I felt, that because I have a Spanish name, they gave me that pkg., I told her I did not want it, didn't want to watch those channels. I called them constantly in the month of December for different reasons, and I got very frustrated and very discouraged with this people, it got to the point , that I DID NOT want to talk to them anymore. I used to have service with Dish for about 5 years, I was a valued customer then, now I felt like a nobody, wasn't valued very much, I lived at [redacted] They lied to me, I would like my money back, and for them to send me a box with a label, so I can return their box, I am not paying $450.00 for the receiver, I was very disappointed with their service and when you purchase a product , and you are dissatisfied, you return it and get your money back.I didn't put everything I wanted to, because it has a 30 minute timer on here, so I didn't finish saying what I needed to. Thank You for your help
Sincerely,
[redacted]
Initial Business Response /[redacted]/
May 6, 2015
Mr. [redacted]
7323 Living Crest, Apt. 1
Houston, TX XXXXX
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 6, 2015, we received your complaint, dated May 5, 2015, filed with the...
Revdex.com.
You said that you are expecting that a technician will retrieve your equipment. You expressed concern that you were charged for unreturned equipment.
When we spoke, you informed me that you returned the leased equipment using the box and label we provided. I advised you that we have not received the equipment; however, as an exception, I waived the unreturned equipment fee. Your DISH Network account now has a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 1, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On...
July 24, 2017, we received your complaint, dated July 22, 2017, filed with the Revdex.com. You indicated that you were offered a certain price to retain your business, but your bill was higher than you expected. You requested that it be adjusted. A review of the sales call on June 5, 2017, shows that you were quoted a price of $57.49. Your monthly service charges are $77.02 before tax. You receive a $5.00 eAutoPay credit and you were already provided an additional monthly credit of $10.00 for 12 months, which brings your monthly bill to $62.02 plus tax. The agent you spoke with also agreed to waive the 24-month commitment. When I spoke with you by telephone today, I applied the additional $5.00 monthly credit to your account to decrease your price to $57.02 plus tax. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Gerri S[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 ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted] Laslo
March 9, 2018 Mr. and Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On March 5, 2018, we received your complaint, dated March 4, 2018, filed with the Revdex.com. You said that you experienced technical issues and you do not agree with the fee to schedule a technician. You also mentioned that we offer a plan which reduces the cost. Please note that it is an industry-wide practice to charge a fee for a technician visit. You have the option to subscribe to the DISH Protect plans to reduce the cost of a visit from $95.00 to $10.00. We regret that you do not agree with our policy and procedures. I provided you with a $10.00 credit for the previously reported problems (on February 28 and March 4, 2018). As an exception, you also were provided with a free technician visit on March 5, 2018, and when I spoke with you today, you verified that the issue had been corrected. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory but they obviously don't worry about it so I'm withdrawing my complaint because nothing will change.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
April 30, 2015
Mr. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 30, 2015, we received your complaint, dated April 29, 2015, filed with...
the Revdex.com.
You expressed concern with the billing statements that you received. You indicated that you disconnected your service; however, it was restarted without your authorization.
Our records reveal that your service was disconnected on January 15, 2015, but it was restarted on January 18, 2015. Although you indicated at that time that you did not wish to have the service restarted, your account was left active. I apologize for this oversight.
Your service was disconnected on April 13, 2015, for non-payment. The account was left with a programming balance of $265.10. You were also charged an early termination fee of $70.00 and a box return fee of $10.00.
On April 22, 2015, you were contacted by Ms. [redacted], from our Executive Escalations Team. She removed the service charges, early termination fee and box return fee from your account and advised you that the equipment had to be returned. The equipment was returned on April 24, 2015. As of this date, your account has a zero balance.
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]) [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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not understand why it took so long for Dish to correct their error. However, I am satisfied with the zero balance but will never use Dish and advise everyone I know to not use Dish Network.
December 5, 2017 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On November 27, 2017, we received your complaint, dated November 22, 2017, filed with the Revdex.com. You indicated that you did not receive a box to return the equipment, and that unreturned equipment fees were posted to your DISH Network account. Because you have a bundled account with [redacted] service, they are sending notices that your service will be interrupted and notices of collections. You requested that DISH Network contact [redacted] to advise them that the equipment fees were reversed. When I spoke with you by telephone today, I informed you that the $249.00 unreturned equipment fee was reversed on November 15, 2017, and a new box was sent to you. Since new monthly service charges had cycled, they were deducted from the $249.00, and a $160.43 credit was transferred to [redacted] on November 28, 2017. Following our conversation, reached out to [redacted] and I received confirmation that your [redacted] bill reflected this credit. We apologize for any inconvenience this may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[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 (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 18, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com. You said that you were provided incorrect information about your monthly rate when you initiated your DISH...
Network account. You requested to have your 24-month commitment waived. When we spoke, I advised you that as I was unable to verify the information you were provided during your sale, I made an exception and waived your 24-month commitment. 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
Tell us why here...April 12, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 5, 2016, we received your correspondence, dated April 2, 2016, filed with the Revdex.com. You stated that you responded to an advertisement you received from Infinity Sales Group, an independent service provider. Your current service was provided by Optimum TV and established in your roommate’s name. You were under the impression that the new service you were purchasing would also be provided by Optimum TV. After the installation was completed, you signed the contract and the installer left. You then realized that DISH Network service was installed. You immediately attempted to disconnect the service and were informed that you would be charged an early termination fee. You claim that you were misled and you requested that the early termination fee be waived. The sales call was reviewed and Infinity Sales Group’s records indicate that DISH Network was identified as the service provider repeatedly throughout the conversation. However, as a courtesy, I agreed to waive your early termination fee and resolve the account balance. You responded to my April 5, 2016, email correspondence and 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI cc: Denver / Boulder Revdex.com
April 1, 2016 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 1, 2016, we received your correspondence, dated March 31, 2016, filed with the Revdex.com. You said your service was not disconnected as requested on December 3, 2015. You indicated you paid the balance due and made arrangements to return the leased equipment to DISH Network. You requested a refund. When we spoke today, I advised you that I reviewed your recorded calls. However, I was unable to locate the disconnection request call recording. In the interest of resolving this matter, I will submit a refund of $102.97. Please allow five business days for processing. This refund is for the last payment made on the account. 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 [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/25) */
June 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 18, 2015, we received your complaint, dated June 17, 2015, filed with...
the Revdex.com.
You requested a larger credit be applied to your account for the recent technical issues you experienced.
When we spoke, I offered to apply a one-time $25.00 courtesy credit. You accepted my offer.
Please not that the credit to which you referred was a time-without-service adjustment designed to credit the time that you are out of service due to technical issues. We regret any confusion or inconvenience this issue may have caused.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Problem:Last month I had a problem with dish network which I believed had been resolved it has not. I ordered internet service through dish network. When their technician arrived to install it I was told that internet service was not available in the area and that he was only there to install television service. I told him immediately that I did not order or want television service and he refused to take the Television box back at the time. I immediately filed a complaint with your office. A few days later I received a call from from someone claiming to be from dish network executive office saying that I would not be charged for installation or termination of the service and I agreed to return the TV box which had not been used. Then I received the your email asking if the result had been satisfactory and I answered that it was. Dish Network has now charged my credit card $49.99 for termination for disconnection of a service that I never received in the first place. Can you please help again? Product_Or_Service: internet service Account_Number: unknownDesired Outcome:DesiredSettlementID: Other (requires explanation) I am trying to have this charge removed from my credit card by my bank but would like the Revdex.com to contact them again to be sure that it gets done correctly this time. I should not be charged to disconnect a service that Dish Network failed to provided me with. I am sorry but I cannot find the email to get the prior reference number.
Sincerely,
[redacted]
Dear Mr. [redacted]: On April 29, 2016, we received your rebuttal, dated April 29, 2016, filed with the Revdex.com. You maintain that you were offered a monthly rate of $81.00 for six months. I reviewed the direct recording of your calls and found the offer of a monthly $10.00 credit for six months. The agent did not offer a monthly rate of $81.00 for six months. While we regret that you do not agree, our records indicate that you received the credits you were promised. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
July 13, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. You said that DISH Network debited $260.00 from your bank account without your authorization. When we spoke, I advised you that a review of your sales call revealed that the credit card account ending in 7195 was the one provided to qualify for your account. During your sales call you were advised that early termination and unreturned equipment fees would be automatically applied to the qualifying debit or credit card. As your account was disconnected due to non-payment prior to the end of your 24-month commitment, a $260.00 early termination fee was applied to your DISH Network and qualifying bank account. As the charge to which you refer was authorized by you under our terms of service, we are unable to honor your request for a refund. 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]
December 14, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####183
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You stated that...
DISH Network billed you $263.50 for unreturned equipment. You indicated that the customer service representative who closed your account instructed you not to return the equipment so you disposed of it. You requested that the charge be waived and removed from collections.
Our records indicate that there was some confusion regarding placing the account on pause as opposed to disconnecting your service.
In our December 11, 2015, email correspondence, I agreed to remove the equipment from your disconnected account and I resolved the account balance. 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 ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/12/17) */
December 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 10, 2015, we received your complaint, dated December 9,...
2015, filed with the Revdex.com.
You expressed concern about the information UPS included on your shipping label.
When we spoke, I advised you that DISH Network does not dictate the information that UPS includes on their shipping labels. As such, we recommend that you speak with them concerning this issue.
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
[redacted]
[redacted] XXXXX
[redacted]
July 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. You requested to have your early termination fees waived due to incorrect information you received during your sale. When we spoke I advised you that, as I am unable to review the information that you were provided during your sale, I made an exception and waived your early termination fees. 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]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.com. You indicated that you do not accept our response or the information we provided. You also mentioned your dissatisfaction with the customer service you received. The information that was provided to you was from our records and included activity on your account and a review of phone calls placed to DISH Network. Your current balance due is $558.74 which includes $347.00 plus tax for unreturned equipment fees. Return boxes were delivered to your address on December 29, 2015, at 3:16 pm under UPS tracking number 1Z40388F[redacted]4. Once the receivers and remotes are received by us, these fees will be removed. Please keep the return tracking numbers for your records. We encourage you to return the equipment in a timely manner to avoid automatic charges to your credit/debit card. Authorization to automatically debit your debit/credit card is provided in the Digital Home Advantage agreement (copy enclosed). I apologize that the customer service you received did not meet your expectations.. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
April 18, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 13, 2016, we received your complaint, dated April 11, 2016, filed with the Revdex.com. You said you were advised that your billing due date would be May 2, 2016, but instead, it was on April 17, 2016. You also expressed concern about your damage claim. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016, and I left three voicemails. In my last message, I advised you that I forwarded your complaint to our Corporate Field Resolutions (CFR) Team. As they are the only team at DISH Network that handles damage claims, please continue to work with them in resolving your claim. As I advised you, our records do not reflect a due date of May 2, 2016. DISH Network’s billing system automatically sets the due date for new accounts 15 days after the account is activated. As your account was activated on April 2, 2016, your first billing due date was April 17, 2016. As I explained, you can request to change your due date after two billing periods. 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]
*
May 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com. You indicated that when you ordered DISH Network TV service, it was to be bundled with phone service. Subsequently, you discovered that the phone service was not available in your area. You maintain that because of this, you were offered a credit to your account for two years. This account was activated on June 3, 2015, under the Digital Home Advantage (DHA) agreement and internet agreement. Both agreements included a 24-month commitment. You also took advantage of the 12-month promotion that provided you with a $45.00 monthly credit for the first 12 months of your agreements. These credits expired on your March 18, 2016, billing statement. The call recording from June 23, 2015, reveals that the customer service agent offered you a $25.00 monthly credit for 12 months--there is no mention of 24 months. When I spoke with you by telephone today, I informed you that all credits have expired and you are being billed correctly. No further credits are due. You have been released from both 24-month commitments. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. 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]
Complaint: [redacted]
I am rejecting this response because: I did not have service long enough and their service was lousy. They gave me a pkg. that I DO NOT have any use for, I DO NOT watch those channels. They said it was free installation, but I paid $150.00 foe something, that I have no idea what it was for, then another $39.00, for something else. They wanted to charge me $100.00 plus $17.00 for activation when it was on pause for 4 hours, I said they are crazy, I called to put it back on and they reduced it to $50.00. I had problems , I had to keep both TV's on the same channel, for about 2 weeks, that was like not having service, because you couldn't watch what you wanted, one person wants to watch this and the other wants to watch something else, so I turned it off, the remote for the 2nd TV was defective, so I had to wait for them to send me another one. This representative put me on the Latino pkg. , before they gave me the one that I got stuck with, that I did not want, I felt, that because I have a Spanish name, they gave me that pkg., I told her I did not want it, didn't want to watch those channels. I called them constantly in the month of December for different reasons, and I got very frustrated and very discouraged with this people, it got to the point , that I DID NOT want to talk to them anymore. I used to have service with Dish for about 5 years, I was a valued customer then, now I felt like a nobody, wasn't valued very much, I lived at [redacted] They lied to me, I would like my money back, and for them to send me a box with a label, so I can return their box, I am not paying $450.00 for the receiver, I was very disappointed with their service and when you purchase a product , and you are dissatisfied, you return it and get your money back.I didn't put everything I wanted to, because it has a 30 minute timer on here, so I didn't finish saying what I needed to. Thank You for your help
Sincerely,
[redacted]