Complaint: [redacted]
I am rejecting this response because: My complaint was that when I signed up they did not deliver what I agreed to. Yes I did finally get HD channels & Netflix but that was after them negotiating. They offered me the Hopper 3 & 3 months free & my price went up. Well I was to get all that (Hd Channels & Netfilx) from the start for $80.24. When I complained about not getting the hd channels I did finally get it but my price went up to $81.99 with no dvr service. Now I am up to $93.08 to get everything I was suppose to get at the start with the exception I get the Hopper 3 which was not in the package. I still stand by the fact that they did not deliver what I was to get from the start. I took this new offer because of the Hopper 3 & the 3 months free. Now after accepting this offer I finally got my HD channels on both tv's & my Netflix which I should have gotten from the start. Now today (3-15-16) I get a notice over the tv that Dish may drop NBC, Syfy, Usa, & some other channels that I had signed up for. I would like to know if they do drop these channels if I have a right to cancel with this company if they do not stand by what I signed up for. Yes I signed an agreement but that was with the understanding that I was getting what I signed up for. I do not believe I should have to stick with them for 2 years & pay a cancelation fee if they do not comply with their end of the agreement. I am happy with the Hopper 3 & the 3 months free but feel people should be aware of this company offering you deals that they do not deliver.
Sincerely,
[redacted]
October 7, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your correspondence, dated October 3, 2016, filed with the Revdex.com. You maintain that you are not receiving credits that were promised by the DISH Network agents. You requested...
that your bill reflect these credits. When we spoke, I advised you that I reviewed your calls from August 13, 2016, and October 3, 2016. I found that the credits you mentioned are being applied as promised. You disagreed and terminated the call. You are participating in the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment, you are receiving an introductory savings credit of $17.00 per month for 24 months. Since you are enrolled in eAutopay, an additional $10.00 monthly credit is being applied for 24 months. These credits along with the initial promotional discounts total $57.00. Please note that when the credits end, the regular price will apply. On August 13, 2016, you reported that the Golf and WPMT channels were no longer on your channel lineup. The agent advised you that the Golf channel was provided free from July 15, 2016, through August 12, 2016, and that the Golf channel is included in the America’s Top 200 package at a higher monthly billing rate. You agreed to the programming upgrade. The agent also informed you of the Tribune Broadcasting (owner of WPMT) takedown. Since that conversation, we have reached an agreement with Tribune and the WPMT was restored on September 3, 2016. During the call, the agent added two $5.00 monthly credits to your account for six months. Since you maintain you referred a customer to DISH Network, the agent applied a $5.00 credit for ten months. In addition, a $10.00 monthly credit was added for six months, because the programming was upgraded. Due to the programming change, you were billed a prorated rate for the service. You currently subscribe to the America’s Top 200 package and DVR service with the Protection Plan. The monthly billing rate before tax and discounts is $99.99. The credits added on August 13, 2016, along with the Intro Savings and eAutopay credits total $52.00. When the credits end, the regular price will apply. I regret any confusion. 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 – Friday, 6:00 am to 2:30 pm MST ###-###-####
April 26, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You said that the Hopper 3 does not have a feature that the previous Hopper had. You requested to have your 24-month commitment waived, your upgrade fee refunded, compensation for your time and to have your previous equipment configuration restored. I attempted to reach you at [redacted] on April 21, 25 and 26, 2016, and I left three voicemails. In my last message, I offered to change your equipment back to either two Hoppers with Sling and three Joeys, or a Hopper with Sling, a Hopper, and three Joeys. The new 24-month commitment would apply but I offered to waive the upgrade fee. While we sincerely regret that the Hopper 3 does not meet your expectation, as no misinformation was provided and the issue is one of preference, we are unable to waive your 24-month commitment or provide you with compensation. 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]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
Mr. [redacted] Dr.
[redacted]-[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 28, 2015, we received your complaint, dated April 26, 2015, filed with...
the Revdex.com.
You indicated that when you experienced technical issues, the technician who completed the service call attempted to relocate the satellite dish and drilled holes in your siding without your approval. This resulted in cracks in the siding.
I left you a message advising you that the Corporate Field Resolutions Department has notified us that they are currently working on this issue. Please contact Ms. [redacted] directly at [redacted]-[redacted]-[redacted], ext. [redacted], for further information.
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 through Friday 7:00 am to 3:30 pm MDT
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 26, 2016 Mr. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You stated that when you contacted DISH Network to obtain service, you were assured that once your service was installed, you would be able to change your current zip code to a different one which would allow you to access the [redacted] football games. After the service was installed, you were informed that this could not be done. You also indicated that you did not sign a contract. You requested that your account be disconnected without an early termination fee. When we spoke today, I confirmed that your account was disconnected on December 24, 2016, and your early termination fee was waived. I apologized for your experience and you accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: I am still requesting to be informed which month I actually "fell" behind, as I paid the full balance on line. When I "starting making partial payments". I have asked numerous times which month and I get a month, and prove I paid it that month, the month has changed at least6- 8 different times if not more. Even when I spoke to the representative they gave me yet a different month than before. All I have been asking for, for over a year is the month that was not paid in full, since Dish could never give an actually month. I refused to pay the whole balance, I paid for services I know I used. When I started service, I had to pay a month in advance and they are not honoring that and crediting the $45 back.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: In my last response, September 8, 2016, I informed you of Dish's continued invoicing through regular mail and their voice mail about my non payment. I phoned Dish to inform them of my loss of service, but I received another invoice, now for two months of service, which includes a late fee and a threat to "interrupt" service. As you know, I have not had the use of two of my three TV's since August 8, 2016. Please let me know within ten days of any action taken by you regarding invoicing.From your most recent response, received September 20, 2016, I understand that you are not offering to "make me whole again" if your next technician cannot correct the problem created by your last technician. Specifically, you do not offer to waive the costs of any different receiver box that would "fix" my two TV's that Dish caused to stop working during your technician's last visit, nor do you offer to re-install my old Dish Receiver box, which allowed my two TV's to work, but which Dish insisted on replacing with a box that has never allowed them to work.After submitting my complaint August 9, 2016, and now going more than six weeks without approximately 80% of my TV viewing, it is unfair that Dish, who caused two of my three TV's to no longer work, continues to expect ME to pay additional costs to fix my TV's if their next technician cannot fix them. It appears that Dish promises a better product, delivers a worse product, and then expects the consumer to pay more money to merely return to what was there before.
Sincerely,
[redacted]
Dear [redacted]: On June 22, 2016, we received your correspondence, dated June 21, 2016, filed with the Revdex.com. You maintain you did not authorize the credit card payment to be collected, and you said this transaction caused overdraft fees. You also disputed the signatures on the agreements. I attempted to reach you at ###-###-#### on June 22, 23 and 24, 2016. I left two voice messages and one message with a woman who answered at this number. As explained, you are listed as the authorized user. The credit cards ending in [redacted] and [redacted] were provided for the Digital Home Advantage (DHA) and DISH’n It Up (DIU) promotions, respectively, with separate 24-month commitments. When you signed the DHA and DIU agreements, you authorized DISH Network to access the qualifying credit card accounts to collect payment for any early termination, unreturned equipment and/or box return fees. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We are unable to refund the payment for the early termination fee, or provide compensation for bank fees. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
December 29, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your correspondence, dated December 18, 2015, filed with the Revdex.com.
You...
expressed concern with Credit Card AutoPay (CCA) and you requested compensation.
I attempted to reach you at ###-###-#### on December 23, 2015, but there was no option to leave a message. This is the only contact phone number listed on your account. On this same date, I also sent an email to [redacted].[redacted]@live.com.
Our records reveal that CCA attempted to collect a payment but it was declined on December 5, 2015. We sent email notifications advising you of the failed payment and the status of your account. On December 12, 2015, the CCA information was updated with a credit card account ending in [redacted]. However, a manual payment of $265.82 was made on your DISH Network account on December 18, 2015.
Because there is no funds due, the system will not generate a CCA payment until January 21, 2015 (the payment due date).
As a courtesy, I added Showtime, Cinemax, the DISH Movie Pack and Epix to your account for three months for free.
I regret any inconvenience you may have experienced.
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 - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 16, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####321
Dear Ms. [redacted]:
On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com.
You...
said you were unaware that your service was active, and you requested a refund.
When we spoke today, I advised you that when you agreed to DISH Pause on January 21, 2015, your account was placed on hold for nine months. When the pause ended on October 20, 2015, the service was automatically restored. Our records show that monthly bills showing the account activity were mailed to your address. I regret any confusion.
I made an exception and reversed the programming fees and submitted a credit card refund of $178.82. Please allow five business days for processing. 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: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You said that you were offered a one-time $100.00 credit and monthly adjustments to restart your DISH Network account. When we spoke, I advised you that I manually added the $100.00 credit that you were promised as well as the monthly $15.00 credits. As I explained, a system issue with our billing software prevented the monthly credits from applying to your bill. I’ve forwarded this issue to the appropriate department and I will monitor your account to ensure the monthly adjustments apply correctly. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/03) */
July 30, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 28, 2015, we received your complaint, dated July 27, 2015, filed with the...
Revdex.com.
You said that you had a zero balance on your account but you were sent to collections and a negative mark was applied to your credit file.
I attempted to reach you at (XXX) XXX-XXXX on July 28, 29 and 30, 2015, and I left three voicemails.
Our records indicate that your account was initiated under a 24-month commitment, but was disconnected prior to the end of that commitment. As such, an early termination fee was applied to the account. As the balance on the account remained unpaid, it was sent to collections and reported to your credit file.
When you contacted us concerning your balance, the agent with whom you spoke requested a copy of your contract. However, due to the time that has lapsed since your account was active, our local office was not able to provide it; therefore, the agent waived your balance.
While our records indicate that you received the benefits of the 24-month commitment and that the fee was valid, as a copy of your contract could not be provided and as your early termination fee was waived, I made an exception and requested to have this item removed from your credit file.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.com. You expressed concern with the promotion that your service was established with, and the date of activation. Further review of your account shows that it was activated on December 2, 2015, not February 2, 2015. I apologize for the typographical error. As previously advised, your service was activated with our Flex 24 promotion. Enclosed is a copy of your 24-month agreement. We also show that an email was sent to you at [redacted] on December 1, 2015, disclosing the terms and conditions of your promotion. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
August 22, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your correspondence, dated August 13, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company (owner of KZJO) takedown and you disputed the...
early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. I made an exception and waived your DISH’n It Up early termination fee. You may cancel your service at any time without a penalty. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 4, 2015/04/23) */
April 22, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 20, 2015, we received your correspondence, dated April 17, 2015, filed...
with the Revdex.com.
You stated that you had DISH Network service installed in your home on May 12, 2014. You experienced unresolved signal loss that led to you disconnecting the service on May 19, 2014. You were charged an early termination fee. You requested that this fee be waived and removed from collections.
When we spoke today, you indicated that your complaint was being handled by the Revdex.com and you terminated the call.
To address your concerns, I waived your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
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: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Dear Ms. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You expressed dissatisfaction with our attempts to install DISH Network service at your home. You requested compensation for your time. You also stated that the equipment was not removed by our technician. Your DISH Network service was initially activated on November 25, 2017, with a 24-month commitment. Our records confirm that a technician was sent to your home on November 28, 2017, to address your technical issues and they indicated that there was not a clear signal for service. As a result, your term commitment was waived and your service was canceled. When a technician was sent to your home on November 29, 2017, to verify that there was no signal, he found a location that would provide signal. Although your service was restarted and an appointment was scheduled to relocate the satellite dish, you opted to cancel the appointment and your service on November 30, 2017. While account credits totaling $175.00 were applied to your DISH Network account for the issues you experienced, the credits were forfeited once your service was disconnected. Please be advised that these credits were applied towards service and are non-refundable. When I spoke with your grandson on December 6, 2017, he accepted my offer to schedule an appointment to retrieve the equipment from your home. This appointment was completed on December 7, 2017. While we regret that we were unable to install the service to your satisfaction, we are unable to honor your request for compensation. We apologize for any inconvenience this issue may have caused. 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]
[redacted] Dear Ms. [redacted]: On July 18, 2016, we received your correspondence, dated July 12, 2016, filed with the Revdex.com. You said you canceled your order for TV service and you requested a refund of $49.95. When we spoke today, I informed you that you established your account through Infinity Sales Group LLC, an independent retailer. I requested that they submit a refund for the processing fee. Once the refund is submitted by the retailer, please allow 10 business days for processing. 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] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company channel takedown and you disputed the early termination fee. When we spoke on July 13, 2016, you said you do not want to discuss this matter and you terminated the call. Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. You participated in the Digital Home Advantage promotion with a 24-month commitment. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $440.00 was applied to your account. I enclosed a copy of your signed DHA agreement, wherein we disclose that programming is subject to change. We are unable to honor your request to remove the early termination fee. 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: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
November 17, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On November 15, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com. You said that you agreed to a bundled account with DISH Network and Frontier services; however, it was not bundled and you received a bill directly from us. You requested that your account be bundled. When we spoke by phone, I confirmed that your Frontier and DISH Network services have been bundled into one account. I also agreed to apply a $20.00 credit to offset the payment you sent us directly. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dish network only restored the local channels after I had already canceled my service and after not having the local channels for 2 plus months. I spoke with a rep from the office of the president at Dish Network and got no where or no apology for the situation nor would they offer to waive the early termination fee or even part of it. I was told that they do not negotiate with that fee. I ended up paying the fee but I made it clear to them that I would never do business with Dish Network again. I filed a Revdex.com and an FCC complaint and Dish Network did not even response to them for almost 30 days. In my opinion that shows me that Dish Network does not care about there customers and only there bottom line. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: My complaint was that when I signed up they did not deliver what I agreed to. Yes I did finally get HD channels & Netflix but that was after them negotiating. They offered me the Hopper 3 & 3 months free & my price went up. Well I was to get all that (Hd Channels & Netfilx) from the start for $80.24. When I complained about not getting the hd channels I did finally get it but my price went up to $81.99 with no dvr service. Now I am up to $93.08 to get everything I was suppose to get at the start with the exception I get the Hopper 3 which was not in the package. I still stand by the fact that they did not deliver what I was to get from the start. I took this new offer because of the Hopper 3 & the 3 months free. Now after accepting this offer I finally got my HD channels on both tv's & my Netflix which I should have gotten from the start. Now today (3-15-16) I get a notice over the tv that Dish may drop NBC, Syfy, Usa, & some other channels that I had signed up for. I would like to know if they do drop these channels if I have a right to cancel with this company if they do not stand by what I signed up for. Yes I signed an agreement but that was with the understanding that I was getting what I signed up for. I do not believe I should have to stick with them for 2 years & pay a cancelation fee if they do not comply with their end of the agreement. I am happy with the Hopper 3 & the 3 months free but feel people should be aware of this company offering you deals that they do not deliver.
Sincerely,
[redacted]
October 7, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your correspondence, dated October 3, 2016, filed with the Revdex.com. You maintain that you are not receiving credits that were promised by the DISH Network agents. You requested...
that your bill reflect these credits. When we spoke, I advised you that I reviewed your calls from August 13, 2016, and October 3, 2016. I found that the credits you mentioned are being applied as promised. You disagreed and terminated the call. You are participating in the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment, you are receiving an introductory savings credit of $17.00 per month for 24 months. Since you are enrolled in eAutopay, an additional $10.00 monthly credit is being applied for 24 months. These credits along with the initial promotional discounts total $57.00. Please note that when the credits end, the regular price will apply. On August 13, 2016, you reported that the Golf and WPMT channels were no longer on your channel lineup. The agent advised you that the Golf channel was provided free from July 15, 2016, through August 12, 2016, and that the Golf channel is included in the America’s Top 200 package at a higher monthly billing rate. You agreed to the programming upgrade. The agent also informed you of the Tribune Broadcasting (owner of WPMT) takedown. Since that conversation, we have reached an agreement with Tribune and the WPMT was restored on September 3, 2016. During the call, the agent added two $5.00 monthly credits to your account for six months. Since you maintain you referred a customer to DISH Network, the agent applied a $5.00 credit for ten months. In addition, a $10.00 monthly credit was added for six months, because the programming was upgraded. Due to the programming change, you were billed a prorated rate for the service. You currently subscribe to the America’s Top 200 package and DVR service with the Protection Plan. The monthly billing rate before tax and discounts is $99.99. The credits added on August 13, 2016, along with the Intro Savings and eAutopay credits total $52.00. When the credits end, the regular price will apply. I regret any confusion. 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 – Friday, 6:00 am to 2:30 pm MST ###-###-####
April 26, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You said that the Hopper 3 does not have a feature that the previous Hopper had. You requested to have your 24-month commitment waived, your upgrade fee refunded, compensation for your time and to have your previous equipment configuration restored. I attempted to reach you at [redacted] on April 21, 25 and 26, 2016, and I left three voicemails. In my last message, I offered to change your equipment back to either two Hoppers with Sling and three Joeys, or a Hopper with Sling, a Hopper, and three Joeys. The new 24-month commitment would apply but I offered to waive the upgrade fee. While we sincerely regret that the Hopper 3 does not meet your expectation, as no misinformation was provided and the issue is one of preference, we are unable to waive your 24-month commitment or provide you with compensation. 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]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
Mr. [redacted] Dr.
[redacted]-[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 28, 2015, we received your complaint, dated April 26, 2015, filed with...
the Revdex.com.
You indicated that when you experienced technical issues, the technician who completed the service call attempted to relocate the satellite dish and drilled holes in your siding without your approval. This resulted in cracks in the siding.
I left you a message advising you that the Corporate Field Resolutions Department has notified us that they are currently working on this issue. Please contact Ms. [redacted] directly at [redacted]-[redacted]-[redacted], ext. [redacted], for further information.
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 through Friday 7:00 am to 3:30 pm MDT
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 26, 2016 Mr. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You stated that when you contacted DISH Network to obtain service, you were assured that once your service was installed, you would be able to change your current zip code to a different one which would allow you to access the [redacted] football games. After the service was installed, you were informed that this could not be done. You also indicated that you did not sign a contract. You requested that your account be disconnected without an early termination fee. When we spoke today, I confirmed that your account was disconnected on December 24, 2016, and your early termination fee was waived. I apologized for your experience and you accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: I am still requesting to be informed which month I actually "fell" behind, as I paid the full balance on line. When I "starting making partial payments". I have asked numerous times which month and I get a month, and prove I paid it that month, the month has changed at least6- 8 different times if not more. Even when I spoke to the representative they gave me yet a different month than before. All I have been asking for, for over a year is the month that was not paid in full, since Dish could never give an actually month. I refused to pay the whole balance, I paid for services I know I used. When I started service, I had to pay a month in advance and they are not honoring that and crediting the $45 back.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: In my last response, September 8, 2016, I informed you of Dish's continued invoicing through regular mail and their voice mail about my non payment. I phoned Dish to inform them of my loss of service, but I received another invoice, now for two months of service, which includes a late fee and a threat to "interrupt" service. As you know, I have not had the use of two of my three TV's since August 8, 2016. Please let me know within ten days of any action taken by you regarding invoicing.From your most recent response, received September 20, 2016, I understand that you are not offering to "make me whole again" if your next technician cannot correct the problem created by your last technician. Specifically, you do not offer to waive the costs of any different receiver box that would "fix" my two TV's that Dish caused to stop working during your technician's last visit, nor do you offer to re-install my old Dish Receiver box, which allowed my two TV's to work, but which Dish insisted on replacing with a box that has never allowed them to work.After submitting my complaint August 9, 2016, and now going more than six weeks without approximately 80% of my TV viewing, it is unfair that Dish, who caused two of my three TV's to no longer work, continues to expect ME to pay additional costs to fix my TV's if their next technician cannot fix them. It appears that Dish promises a better product, delivers a worse product, and then expects the consumer to pay more money to merely return to what was there before.
Sincerely,
[redacted]
Dear [redacted]: On June 22, 2016, we received your correspondence, dated June 21, 2016, filed with the Revdex.com. You maintain you did not authorize the credit card payment to be collected, and you said this transaction caused overdraft fees. You also disputed the signatures on the agreements. I attempted to reach you at ###-###-#### on June 22, 23 and 24, 2016. I left two voice messages and one message with a woman who answered at this number. As explained, you are listed as the authorized user. The credit cards ending in [redacted] and [redacted] were provided for the Digital Home Advantage (DHA) and DISH’n It Up (DIU) promotions, respectively, with separate 24-month commitments. When you signed the DHA and DIU agreements, you authorized DISH Network to access the qualifying credit card accounts to collect payment for any early termination, unreturned equipment and/or box return fees. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We are unable to refund the payment for the early termination fee, or provide compensation for bank fees. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
December 29, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your correspondence, dated December 18, 2015, filed with the Revdex.com.
You...
expressed concern with Credit Card AutoPay (CCA) and you requested compensation.
I attempted to reach you at ###-###-#### on December 23, 2015, but there was no option to leave a message. This is the only contact phone number listed on your account. On this same date, I also sent an email to [redacted].[redacted]@live.com.
Our records reveal that CCA attempted to collect a payment but it was declined on December 5, 2015. We sent email notifications advising you of the failed payment and the status of your account. On December 12, 2015, the CCA information was updated with a credit card account ending in [redacted]. However, a manual payment of $265.82 was made on your DISH Network account on December 18, 2015.
Because there is no funds due, the system will not generate a CCA payment until January 21, 2015 (the payment due date).
As a courtesy, I added Showtime, Cinemax, the DISH Movie Pack and Epix to your account for three months for free.
I regret any inconvenience you may have experienced.
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 - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 16, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####321
Dear Ms. [redacted]:
On December 14, 2015, we received your correspondence, dated December 11, 2015, filed with the Revdex.com.
You...
said you were unaware that your service was active, and you requested a refund.
When we spoke today, I advised you that when you agreed to DISH Pause on January 21, 2015, your account was placed on hold for nine months. When the pause ended on October 20, 2015, the service was automatically restored. Our records show that monthly bills showing the account activity were mailed to your address. I regret any confusion.
I made an exception and reversed the programming fees and submitted a credit card refund of $178.82. Please allow five business days for processing. 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: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
February 24, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You said that you were offered a one-time $100.00 credit and monthly adjustments to restart your DISH Network account. When we spoke, I advised you that I manually added the $100.00 credit that you were promised as well as the monthly $15.00 credits. As I explained, a system issue with our billing software prevented the monthly credits from applying to your bill. I’ve forwarded this issue to the appropriate department and I will monitor your account to ensure the monthly adjustments apply correctly. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/03) */
July 30, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 28, 2015, we received your complaint, dated July 27, 2015, filed with the...
Revdex.com.
You said that you had a zero balance on your account but you were sent to collections and a negative mark was applied to your credit file.
I attempted to reach you at (XXX) XXX-XXXX on July 28, 29 and 30, 2015, and I left three voicemails.
Our records indicate that your account was initiated under a 24-month commitment, but was disconnected prior to the end of that commitment. As such, an early termination fee was applied to the account. As the balance on the account remained unpaid, it was sent to collections and reported to your credit file.
When you contacted us concerning your balance, the agent with whom you spoke requested a copy of your contract. However, due to the time that has lapsed since your account was active, our local office was not able to provide it; therefore, the agent waived your balance.
While our records indicate that you received the benefits of the 24-month commitment and that the fee was valid, as a copy of your contract could not be provided and as your early termination fee was waived, I made an exception and requested to have this item removed from your credit file.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 17, 2016, filed with the Revdex.com. You expressed concern with the promotion that your service was established with, and the date of activation. Further review of your account shows that it was activated on December 2, 2015, not February 2, 2015. I apologize for the typographical error. As previously advised, your service was activated with our Flex 24 promotion. Enclosed is a copy of your 24-month agreement. We also show that an email was sent to you at [redacted] on December 1, 2015, disclosing the terms and conditions of your promotion. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
August 22, 2016 Dear Mr. [redacted]: On August 16, 2016, we received your correspondence, dated August 13, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company (owner of KZJO) takedown and you disputed the...
early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network's proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. I made an exception and waived your DISH’n It Up early termination fee. You may cancel your service at any time without a penalty. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 4, 2015/04/23) */
April 22, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 20, 2015, we received your correspondence, dated April 17, 2015, filed...
with the Revdex.com.
You stated that you had DISH Network service installed in your home on May 12, 2014. You experienced unresolved signal loss that led to you disconnecting the service on May 19, 2014. You were charged an early termination fee. You requested that this fee be waived and removed from collections.
When we spoke today, you indicated that your complaint was being handled by the Revdex.com and you terminated the call.
To address your concerns, I waived your early termination fee. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
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: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
December 8, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On November 29, 2017, we received your complaint, dated November 28, 2017, filed with the Revdex.com. You expressed dissatisfaction with our attempts to install DISH Network service at your home. You requested compensation for your time. You also stated that the equipment was not removed by our technician. Your DISH Network service was initially activated on November 25, 2017, with a 24-month commitment. Our records confirm that a technician was sent to your home on November 28, 2017, to address your technical issues and they indicated that there was not a clear signal for service. As a result, your term commitment was waived and your service was canceled. When a technician was sent to your home on November 29, 2017, to verify that there was no signal, he found a location that would provide signal. Although your service was restarted and an appointment was scheduled to relocate the satellite dish, you opted to cancel the appointment and your service on November 30, 2017. While account credits totaling $175.00 were applied to your DISH Network account for the issues you experienced, the credits were forfeited once your service was disconnected. Please be advised that these credits were applied towards service and are non-refundable. When I spoke with your grandson on December 6, 2017, he accepted my offer to schedule an appointment to retrieve the equipment from your home. This appointment was completed on December 7, 2017. While we regret that we were unable to install the service to your satisfaction, we are unable to honor your request for compensation. We apologize for any inconvenience this issue may have caused. 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]
July 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 18, 2016, we received your correspondence, dated July 12, 2016, filed with the Revdex.com. You said you canceled your order for TV service and you requested a refund of $49.95. When we spoke today, I informed you that you established your account through Infinity Sales Group LLC, an independent retailer. I requested that they submit a refund for the processing fee. Once the refund is submitted by the retailer, please allow 10 business days for processing. 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
Tell us why here...July 14, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company channel takedown and you disputed the early termination fee. When we spoke on July 13, 2016, you said you do not want to discuss this matter and you terminated the call. Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. You participated in the Digital Home Advantage promotion with a 24-month commitment. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $440.00 was applied to your account. I enclosed a copy of your signed DHA agreement, wherein we disclose that programming is subject to change. We are unable to honor your request to remove the early termination fee. 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: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
November 17, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On November 15, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com. You said that you agreed to a bundled account with DISH Network and Frontier services; however, it was not bundled and you received a bill directly from us. You requested that your account be bundled. When we spoke by phone, I confirmed that your Frontier and DISH Network services have been bundled into one account. I also agreed to apply a $20.00 credit to offset the payment you sent us directly. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dish network only restored the local channels after I had already canceled my service and after not having the local channels for 2 plus months. I spoke with a rep from the office of the president at Dish Network and got no where or no apology for the situation nor would they offer to waive the early termination fee or even part of it. I was told that they do not negotiate with that fee. I ended up paying the fee but I made it clear to them that I would never do business with Dish Network again. I filed a Revdex.com and an FCC complaint and Dish Network did not even response to them for almost 30 days. In my opinion that shows me that Dish Network does not care about there customers and only there bottom line. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]