July 29, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 22, 27 and 29, 2016, and I left three messages You maintain that you were told that if you returned the equipment you would not be charged for unreturned equipment or the early termination fee. You mention that you received a bill showing a zero balance, but you then received a collection notice. Our records reveal that when you contacted us on March 6, 2016, the agent advised you of the $340.00 early termination fee and $10.00 return shipping fee. All disclosures were provided. You were not charged for unreturned equipment. The charge that was applied to your account is for the early termination fee. As an exception, I removed the $340.00 early termination and $10.00 box return fees from your account. I submitted a refund for the credit balance of $74.29 and I notified collections to remove this account from your credit report. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]7. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, please be advised that after I received notification that the issue had been resolved, I still received a bill for early termination fee. I immediately called, and spent another few hours being switched from agent to agent explaining the situation again. I was finally told to disregard bill and received another phone call saying the issue was resolved. I am still waiting to see if I receive another bill or if the issue has TRULY been resolved.
Sincerely,
[redacted]
Dear Dr. [redacted]: On February 10, 2016, we received your complaint, dated February 6, 2016, filed with the Revdex.com. You maintain that you were offered a two-year price guarantee when you upgraded your equipment, but that we have not honored the offer. Only one year was provided. A...
review of the calls regarding the equipment upgrade in December 2015 reveals that there is no mention of a price guarantee. When I spoke with you by telephone today, you indicated that we advertised the Two-Year Price Guarantee online. I explained that in order to receive the offer, you have to be enrolled. You were not offered this option or enrolled with it. However, when I spoke with you by telephone today, I offered to adjust your account for the second year, as a previous agent already adjusted it for the first year. Additionally, I provided you with an additional offer of a $15.00 courtesy credit for 12 months since you have been a loyal customer since 2001. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I did not receive any phone messages and found out about the decision by calling Dish customer service about my bill. I Thank [redacted] for forgiving the penelty I appreciate it. Also I feel your contracts should be signed by the customer after they see the terms in writing. Some people,especially the elderly, do not understand or use e-mail or have the computer knowlege that is expected of them. I have not gotten any written information on this decision only an e-mail. I did not hear from Dish directly.
Sincerely,
[redacted]
October 31, 2016 Dear Mr. [redacted]: On October 25, 2016, we received your complaint, dated October 21, 2016, filed with the Revdex.com. You stated that you spoke to a DISH Network supervisor on October 11, 2016, regarding your account disconnection and...
your final account balance. You indicated that you made payment arrangements on the account balance and you were assured it would not be sent to collections. Nevertheless, the balance was sent to collections. You requested that it be removed from collections so you can continue to make payments. When we spoke on October 26, 2016, I advised you that the balance could not be removed from collections until it was paid. I also offered to review the call. The review of the October 11, 2016, call revealed that at the end of the call you were provided the balance owed on the account. You indicated that you could not pay the full amount and you would need to make payments. The supervisor offered to note your account. The call was then ended. There was no discussion of the collection process or preventing the matter from being sent to collections. 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: 2:45 pm to11:15 pm MDT, MON-FRI###-###-####
July 27, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On July 19, 2017, we received your complaint, dated July 18, 2017, filed with the Revdex.com. You expressed concern about technical issues you experienced. You requested no further contact from DISH Network and a billing adjustment. Per your request, I did not attempt to reach you by phone. I also added your information to our marketing Do Not Contact (DNC) list. Please note that DISH Network does not share DNC information with independent retailers who also sell DISH Network service so should you receive marketing materials from any of them, you’ll need to add your information to their DNC lists. A review of calls we received for your account revealed that Mrs. [redacted] was in contact with our technician concerning your issue. One work order was scheduled for June 22, 2017. We received a call on June 23, 2017, during which Mrs. [redacted] indicated she would contact the technician directly concerning your technical issues. Another work order was scheduled for June 25, 2017, but no more after that. I forwarded your concerns about your experience to the appropriate department for internal review. The email in Spanish was sent in error and was in no way intentional. We sincerely regret any inconvenience this issue may have caused. As such, I made an exception and waived your $280.00 early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:The document that was mailed to me does not have my signature on it. It is signed with illegible writing. I do not need a subpoena to have access to documents that allegedly have my voice consenting to a contract that you are holding me to. If you supply me with the proof that I have agreed to this contract (not an illegible scribble that does not remotely look like my name or signature) I will abide by the contract. Otherwise, I still have not seen evidence to why I am being held to a contract that I did not agree to.
[redacted]
[redacted] Dear Ms. [redacted]: On February 23, 2018, we received your complaint, dated February 22, 2018, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you were supposed to receive phone and internet services separately, but you were not given the contact information for the provider. You later found out that the provider would be Frontier; however, Frontier does not service your area. You also said that you were charged $14.95 for technical support without your permission. You would like your service canceled and for a full refund to be provided. Your DISH Network service was activated on February 1, 2018, with a 24-month commitment through National Satellite Systems, an independent company. Please be advised that the term commitment applies to our service only and does not include phone and/or internet services as a bundle. A review of the sales call from January 30, 2018, found that the sales agent informed you that phone and internet services would be through Frontier twice during the call. The agent also advised you that both installations may or may not take place on the same day, as it’s going to be through another provider and that DISH Network service had nothing to do with internet and phone services. Additionally, the sales agent provided the following information regarding the technical support service: “As a special retailer bonus, you have also qualified for our IT PLEASE whole-home technology support program. This plan gives you access to certified technicians 24 hours a day, 7 days a week, to keep your smart phones, tablets, computers, and wireless networks up and running. They can also help you with printers, TVs, and gaming consoles. This is a whole-home plan, so every family member living at your address is covered. This offer is a risk-free trial, so you get a full 15 days to review these benefits at no cost, and then it’s just $14.95 a month, billed automatically to the card provided today. It’s that simple, there are no long-term contracts or set-up fees. If you decide that this program is not for you, that’s fine, simply call the toll free number to cancel at any time. This offer is not provided by Dish Network and in no way is a part of any programming package which you are signing today for Dish Network.” When I spoke with you by phone on March 2, 2018, I advised you that I made an exception and waived your term commitment. As you requested, I scheduled your service to be disconnected on March 31, 2018. Following the disconnection of your service, you will be sent boxes for the return of the equipment. As the payments that we received are for service provided, no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. 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]
February 26, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 9, 2018, we received your complaint, dated February 8, 2018, filed with the Revdex.com. You said you have called DISH Network several times since April 3, 2017, to report a broken receiver; however, it was not replaced as your cell phone kept dropping the call. On November 15, 2017, you were finally able to complete a call to have the receiver replaced. You expressed concern that you were billed the regular monthly rate since you first reported that the receiver was not functioning correctly in April 2017. You also indicated that the new receiver did not come with a new Smart Card. You requested a refund for the services that you did not receive between April and November 2017. When we spoke today, I informed you that your receiver was not replaced as the calls you made were lost and communication was not re-established. Please note we are unaware if your equipment is functioning properly unless we are notified. You indicated that the DVR for your receiver was not working, but you still received a signal. The receiver that was sent to you has an internal Smart Card. I apologize that this expectation was not set when this receiver was sent to you or activated. As you received a signal for service during the time in question, we will not be refunding the $135.06 monthly rate that you were charged from April to November 2017. However, I submitted a refund for your most recent payment ($184.97) and for the DVR fee for eight months ($56.00). We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
September 15, 2015
[redacted]
XXXXX XXth [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 11, 2015, we received your correspondence, dated September 10, 2015,...
filed with the Revdex.com.
You stated that you requested that your DISH Network service be disconnected in June 2015. The service disconnection was not completed until August 2015. You requested a refund for the additional months that you were charged for service.
My three attempts to contact you at (XXX) XXX-XXXX on September 11, 14 and 15, 2015, were unsuccessful and there was no option to leave a message. I also sent an email to [redacted]@hotmail.com (copy enclosed), but I have not received a response.
I have reviewed the June 16, 2015, call regarding your service disconnection. You did not finalize the service disconnection process because you disputed the enforcement of your early termination fees and you requested a copy of your contract.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please send end this to me in writing at [redacted]
Sincerely,
[redacted]
[redacted] Dear [redacted]: On June 6, 2017, we received your complaint, dated June 5, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain you were told that you would be released from your existing contractual agreement and no new term commitment would be added when you downgraded your receiver. In your email dated June 10, 2017, you stated that your concerns were previously addressed. Our records confirm that the term commitment was waived and your service was disconnected on June 5, 2017. 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]
Initial Business Response /* (1000, 5, 2015/08/12) */
August 3, 2015
[redacted] Wallace [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 31, 2015, we received your complaint, dated July 30, 2015, filed...
with the Revdex.com.
You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you did not receive the price for Comcast internet and phone service that you were promised.
DISH Network does not offer bundled service with Comcast and are unaware of their service pricing.
Your service was activated on July 20, 2015, with a 24-month commitment through Dish One Satellite LLC and was disconnected on July 21, 2015.
Our records show that the early termination fee of $480.00 was removed from your account on July 28, 2015.
When I spoke with you by phone on July 31, 2015, you confirmed that your concerns were resolved. I also reversed the leased receiver fee, leaving your account with 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
As they are going to abide by the original terms and I did make the agreement, I will accept this result. Thank you for your assistance in this as I was getting no-where before! Also, I plan on cancelling service with Dish AS SOON AS POSSIBLE!! Thank you again!!
Sincerely,
[redacted]
October 11, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You said that you were advised that your early termination fees would be waived if you restarted your DISH...
Network account. You disputed the internet early termination fee applied to your account. When we spoke, you advised me that your issue was resolved when Mr. Gabriel Ramsey, with our Executive Escalations Team, waived your internet early termination fee. 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 ###-###-####
December 29, 2015 [redacted] Grove City, OH [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 20, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You indicated that you have not received a box or shipping label as promised to return the leased equipment before the disconnection of your service on December 30, 2015. Please be advised that boxes for the return of the leased equipment are automatically shipped by our system once service is canceled. However, a UPS shipping label was sent via email to [redacted].COM on December 17, 2015, as you requested. I regret that you did not receive it. Our records show that your service was disconnected on December 21, 2015. A box and shipping label were shipped with a scheduled delivery date of December 24, 2015, through UPS. We also show that UPS has scheduled a box to be delivered today. When I spoke with you by phone today, you indicated that you still have not received a label or box. I submitted a request to provide a shipping label via email. You agreed to contact me if you do not receive the email so that I can provide our return address. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
September 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted]: On September 14, 2017, we received your complaint, dated September 6, 2017, filed with the Revdex.com. You expressed further concern with the installation date that you were given by our representatives. You stated that the appointment for September 2, 2017, was scheduled without your consent. You were also dissatisfied with the initial representative who gave you the incorrect installation date. We strive to provide excellent service and we regret that your experience was unfavorable. Please be assured that your customer service concerns will be researched and addressed internally. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted]
Initial Business Response /* (1000, 11, 2015/09/25) */
September 21, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 16, 2015, we received your complaint, dated September 15, 2015,...
filed with the Revdex.com.
You expressed concern regarding the following:
Splitting a receiver
Multi-Sport package
Internet data
Modem
When we spoke, I advised you that I will add a $10.00 monthly credit to your account for 24 months to offset the fee you had to pay for the additional receiver, as we are unable to split the [redacted] receiver's signal.
I said that an error was made when your order was placed and you were provided with the Netflix offer; however, I will ensure that you receive our Multi-Sport package free for 12 months.
I informed you that our internet carries an any-time data limit and an off-peak hours data limit. I agreed to meet your request to provide you with a $20.00 monthly credit for the second year of service.
I informed you that you are unable to use your own modem with our internet service.
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
December 14, 2015
Ms. [redacted]
[redacted]
[redacted], GA 30575-1320
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 10, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.com.
You indicated...
that this account was established for your mother who has fallen very ill. You disputed that she was enrolled in a new 24-month commitment when her receiver was upgraded and then she was charged a $130.00 early termination fee when the service was disconnected. You requested a refund for the automatic payment for this fee that was debited from her bank account.
When I spoke with you by telephone today, I explained that the $130.00 payment that was debited on September 9, 2015, is a valid fee because the equipment upgrade required a DISH n' It Up agreement which provides authorization to automatically debit the credit/debit card for the early termination fee.
In the meantime, you disputed the $130.00 payment and your bank retrieved the funds on September 30, 2015. Then on October 8, 2015, the funds were returned to us. However, the early termination fee was reversed on October 26, 2015, and the refund that we requested was disapproved because we received another dispute from your bank on October 29, 2015. The funds were once again retrieved by the bank. We are no longer in possession of the $130.00. Please refer to your bank and request that they research their suspended or holding accounts.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because:They AGAIN sent the check to my old address in NY. They've done this twice now and have had my address in DC since December!! This is pathetic. Even the person from the office of the president at Dish today said it was ridiculous that they again mailed the check to the wrong address. No resolution in site. He is working on it but they again claim they have to wait 30 days to make sure the check isn't cashed. They can and should simply put a "stop check" on it and fedex me a new check (the third at this point) to my proper address.
Sincerely,
[redacted]
July 29, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 22, 27 and 29, 2016, and I left three messages You maintain that you were told that if you returned the equipment you would not be charged for unreturned equipment or the early termination fee. You mention that you received a bill showing a zero balance, but you then received a collection notice. Our records reveal that when you contacted us on March 6, 2016, the agent advised you of the $340.00 early termination fee and $10.00 return shipping fee. All disclosures were provided. You were not charged for unreturned equipment. The charge that was applied to your account is for the early termination fee. As an exception, I removed the $340.00 early termination and $10.00 box return fees from your account. I submitted a refund for the credit balance of $74.29 and I notified collections to remove this account from your credit report. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]7. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, please be advised that after I received notification that the issue had been resolved, I still received a bill for early termination fee. I immediately called, and spent another few hours being switched from agent to agent explaining the situation again. I was finally told to disregard bill and received another phone call saying the issue was resolved. I am still waiting to see if I receive another bill or if the issue has TRULY been resolved.
Sincerely,
[redacted]
Dear Dr. [redacted]: On February 10, 2016, we received your complaint, dated February 6, 2016, filed with the Revdex.com. You maintain that you were offered a two-year price guarantee when you upgraded your equipment, but that we have not honored the offer. Only one year was provided. A...
review of the calls regarding the equipment upgrade in December 2015 reveals that there is no mention of a price guarantee. When I spoke with you by telephone today, you indicated that we advertised the Two-Year Price Guarantee online. I explained that in order to receive the offer, you have to be enrolled. You were not offered this option or enrolled with it. However, when I spoke with you by telephone today, I offered to adjust your account for the second year, as a previous agent already adjusted it for the first year. Additionally, I provided you with an additional offer of a $15.00 courtesy credit for 12 months since you have been a loyal customer since 2001. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I did not receive any phone messages and found out about the decision by calling Dish customer service about my bill. I Thank [redacted] for forgiving the penelty I appreciate it. Also I feel your contracts should be signed by the customer after they see the terms in writing. Some people,especially the elderly, do not understand or use e-mail or have the computer knowlege that is expected of them. I have not gotten any written information on this decision only an e-mail. I did not hear from Dish directly.
Sincerely,
[redacted]
October 31, 2016 Dear Mr. [redacted]: On October 25, 2016, we received your complaint, dated October 21, 2016, filed with the Revdex.com. You stated that you spoke to a DISH Network supervisor on October 11, 2016, regarding your account disconnection and...
your final account balance. You indicated that you made payment arrangements on the account balance and you were assured it would not be sent to collections. Nevertheless, the balance was sent to collections. You requested that it be removed from collections so you can continue to make payments. When we spoke on October 26, 2016, I advised you that the balance could not be removed from collections until it was paid. I also offered to review the call. The review of the October 11, 2016, call revealed that at the end of the call you were provided the balance owed on the account. You indicated that you could not pay the full amount and you would need to make payments. The supervisor offered to note your account. The call was then ended. There was no discussion of the collection process or preventing the matter from being sent to collections. 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: 2:45 pm to11:15 pm MDT, MON-FRI###-###-####
July 27, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On July 19, 2017, we received your complaint, dated July 18, 2017, filed with the Revdex.com. You expressed concern about technical issues you experienced. You requested no further contact from DISH Network and a billing adjustment. Per your request, I did not attempt to reach you by phone. I also added your information to our marketing Do Not Contact (DNC) list. Please note that DISH Network does not share DNC information with independent retailers who also sell DISH Network service so should you receive marketing materials from any of them, you’ll need to add your information to their DNC lists. A review of calls we received for your account revealed that Mrs. [redacted] was in contact with our technician concerning your issue. One work order was scheduled for June 22, 2017. We received a call on June 23, 2017, during which Mrs. [redacted] indicated she would contact the technician directly concerning your technical issues. Another work order was scheduled for June 25, 2017, but no more after that. I forwarded your concerns about your experience to the appropriate department for internal review. The email in Spanish was sent in error and was in no way intentional. We sincerely regret any inconvenience this issue may have caused. As such, I made an exception and waived your $280.00 early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:The document that was mailed to me does not have my signature on it. It is signed with illegible writing. I do not need a subpoena to have access to documents that allegedly have my voice consenting to a contract that you are holding me to. If you supply me with the proof that I have agreed to this contract (not an illegible scribble that does not remotely look like my name or signature) I will abide by the contract. Otherwise, I still have not seen evidence to why I am being held to a contract that I did not agree to.
[redacted]
March 5, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 23, 2018, we received your complaint, dated February 22, 2018, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you were supposed to receive phone and internet services separately, but you were not given the contact information for the provider. You later found out that the provider would be Frontier; however, Frontier does not service your area. You also said that you were charged $14.95 for technical support without your permission. You would like your service canceled and for a full refund to be provided. Your DISH Network service was activated on February 1, 2018, with a 24-month commitment through National Satellite Systems, an independent company. Please be advised that the term commitment applies to our service only and does not include phone and/or internet services as a bundle. A review of the sales call from January 30, 2018, found that the sales agent informed you that phone and internet services would be through Frontier twice during the call. The agent also advised you that both installations may or may not take place on the same day, as it’s going to be through another provider and that DISH Network service had nothing to do with internet and phone services. Additionally, the sales agent provided the following information regarding the technical support service: “As a special retailer bonus, you have also qualified for our IT PLEASE whole-home technology support program. This plan gives you access to certified technicians 24 hours a day, 7 days a week, to keep your smart phones, tablets, computers, and wireless networks up and running. They can also help you with printers, TVs, and gaming consoles. This is a whole-home plan, so every family member living at your address is covered. This offer is a risk-free trial, so you get a full 15 days to review these benefits at no cost, and then it’s just $14.95 a month, billed automatically to the card provided today. It’s that simple, there are no long-term contracts or set-up fees. If you decide that this program is not for you, that’s fine, simply call the toll free number to cancel at any time. This offer is not provided by Dish Network and in no way is a part of any programming package which you are signing today for Dish Network.” When I spoke with you by phone on March 2, 2018, I advised you that I made an exception and waived your term commitment. As you requested, I scheduled your service to be disconnected on March 31, 2018. Following the disconnection of your service, you will be sent boxes for the return of the equipment. As the payments that we received are for service provided, no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. 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]
February 26, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 9, 2018, we received your complaint, dated February 8, 2018, filed with the Revdex.com. You said you have called DISH Network several times since April 3, 2017, to report a broken receiver; however, it was not replaced as your cell phone kept dropping the call. On November 15, 2017, you were finally able to complete a call to have the receiver replaced. You expressed concern that you were billed the regular monthly rate since you first reported that the receiver was not functioning correctly in April 2017. You also indicated that the new receiver did not come with a new Smart Card. You requested a refund for the services that you did not receive between April and November 2017. When we spoke today, I informed you that your receiver was not replaced as the calls you made were lost and communication was not re-established. Please note we are unaware if your equipment is functioning properly unless we are notified. You indicated that the DVR for your receiver was not working, but you still received a signal. The receiver that was sent to you has an internal Smart Card. I apologize that this expectation was not set when this receiver was sent to you or activated. As you received a signal for service during the time in question, we will not be refunding the $135.06 monthly rate that you were charged from April to November 2017. However, I submitted a refund for your most recent payment ($184.97) and for the DVR fee for eight months ($56.00). We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
September 15, 2015
[redacted]
XXXXX XXth [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 11, 2015, we received your correspondence, dated September 10, 2015,...
filed with the Revdex.com.
You stated that you requested that your DISH Network service be disconnected in June 2015. The service disconnection was not completed until August 2015. You requested a refund for the additional months that you were charged for service.
My three attempts to contact you at (XXX) XXX-XXXX on September 11, 14 and 15, 2015, were unsuccessful and there was no option to leave a message. I also sent an email to [redacted]@hotmail.com (copy enclosed), but I have not received a response.
I have reviewed the June 16, 2015, call regarding your service disconnection. You did not finalize the service disconnection process because you disputed the enforcement of your early termination fees and you requested a copy of your contract.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please send end this to me in writing at [redacted]
Sincerely,
[redacted]
June 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 6, 2017, we received your complaint, dated June 5, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain you were told that you would be released from your existing contractual agreement and no new term commitment would be added when you downgraded your receiver. In your email dated June 10, 2017, you stated that your concerns were previously addressed. Our records confirm that the term commitment was waived and your service was disconnected on June 5, 2017. 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]
Initial Business Response /* (1000, 5, 2015/08/12) */
August 3, 2015
[redacted] Wallace [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 31, 2015, we received your complaint, dated July 30, 2015, filed...
with the Revdex.com.
You expressed concern with the early termination fee to disconnect your DISH Network service. You maintain that you did not receive the price for Comcast internet and phone service that you were promised.
DISH Network does not offer bundled service with Comcast and are unaware of their service pricing.
Your service was activated on July 20, 2015, with a 24-month commitment through Dish One Satellite LLC and was disconnected on July 21, 2015.
Our records show that the early termination fee of $480.00 was removed from your account on July 28, 2015.
When I spoke with you by phone on July 31, 2015, you confirmed that your concerns were resolved. I also reversed the leased receiver fee, leaving your account with 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
As they are going to abide by the original terms and I did make the agreement, I will accept this result. Thank you for your assistance in this as I was getting no-where before! Also, I plan on cancelling service with Dish AS SOON AS POSSIBLE!! Thank you again!!
Sincerely,
[redacted]
October 11, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You said that you were advised that your early termination fees would be waived if you restarted your DISH...
Network account. You disputed the internet early termination fee applied to your account. When we spoke, you advised me that your issue was resolved when Mr. Gabriel Ramsey, with our Executive Escalations Team, waived your internet early termination fee. 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 ###-###-####
December 29, 2015 [redacted] Grove City, OH [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 20, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You indicated that you have not received a box or shipping label as promised to return the leased equipment before the disconnection of your service on December 30, 2015. Please be advised that boxes for the return of the leased equipment are automatically shipped by our system once service is canceled. However, a UPS shipping label was sent via email to [redacted].COM on December 17, 2015, as you requested. I regret that you did not receive it. Our records show that your service was disconnected on December 21, 2015. A box and shipping label were shipped with a scheduled delivery date of December 24, 2015, through UPS. We also show that UPS has scheduled a box to be delivered today. When I spoke with you by phone today, you indicated that you still have not received a label or box. I submitted a request to provide a shipping label via email. You agreed to contact me if you do not receive the email so that I can provide our return address. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
September 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted]: On September 14, 2017, we received your complaint, dated September 6, 2017, filed with the Revdex.com. You expressed further concern with the installation date that you were given by our representatives. You stated that the appointment for September 2, 2017, was scheduled without your consent. You were also dissatisfied with the initial representative who gave you the incorrect installation date. We strive to provide excellent service and we regret that your experience was unfavorable. Please be assured that your customer service concerns will be researched and addressed internally. 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]
Initial Business Response /* (1000, 11, 2015/09/25) */
September 21, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 16, 2015, we received your complaint, dated September 15, 2015,...
filed with the Revdex.com.
You expressed concern regarding the following:
Splitting a receiver
Multi-Sport package
Internet data
Modem
When we spoke, I advised you that I will add a $10.00 monthly credit to your account for 24 months to offset the fee you had to pay for the additional receiver, as we are unable to split the [redacted] receiver's signal.
I said that an error was made when your order was placed and you were provided with the Netflix offer; however, I will ensure that you receive our Multi-Sport package free for 12 months.
I informed you that our internet carries an any-time data limit and an off-peak hours data limit. I agreed to meet your request to provide you with a $20.00 monthly credit for the second year of service.
I informed you that you are unable to use your own modem with our internet service.
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
December 14, 2015
Ms. [redacted]
[redacted]
[redacted], GA 30575-1320
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 10, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.com.
You indicated...
that this account was established for your mother who has fallen very ill. You disputed that she was enrolled in a new 24-month commitment when her receiver was upgraded and then she was charged a $130.00 early termination fee when the service was disconnected. You requested a refund for the automatic payment for this fee that was debited from her bank account.
When I spoke with you by telephone today, I explained that the $130.00 payment that was debited on September 9, 2015, is a valid fee because the equipment upgrade required a DISH n' It Up agreement which provides authorization to automatically debit the credit/debit card for the early termination fee.
In the meantime, you disputed the $130.00 payment and your bank retrieved the funds on September 30, 2015. Then on October 8, 2015, the funds were returned to us. However, the early termination fee was reversed on October 26, 2015, and the refund that we requested was disapproved because we received another dispute from your bank on October 29, 2015. The funds were once again retrieved by the bank. We are no longer in possession of the $130.00. Please refer to your bank and request that they research their suspended or holding accounts.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because:They AGAIN sent the check to my old address in NY. They've done this twice now and have had my address in DC since December!! This is pathetic. Even the person from the office of the president at Dish today said it was ridiculous that they again mailed the check to the wrong address. No resolution in site. He is working on it but they again claim they have to wait 30 days to make sure the check isn't cashed. They can and should simply put a "stop check" on it and fedex me a new check (the third at this point) to my proper address.
Sincerely,
[redacted]