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. Thank you very much for your help [redacted]. Please advise as to how to proceed. I have already received the return box.
Sincerely,
[redacted]
Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 23, 2016, filed with the Revdex.com. You expressed concern with the balance of $33.46 that was reported to collections by DISH Network. You maintain that you canceled your service in 2011 and you paid...
the balance in full at the time. Our records show that your account was left with an unpaid balance of $33.46 when it was canceled. In an effort to better serve our customers, DISH Network merged all previously bundled and unbundled accounts into one billing system. As a result, the previously unpaid balance for bundled service was transferred to the current unbundled account. When I spoke with you by phone on April 29, 2016, I advised you that I removed the balance, leaving your account at zero. Your account will be updated with the collection agency within 72 hours. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
August 26, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You expressed concern regarding the fee to have a technician sent to your home. You asked that we release you...
from your contract because your receiver is not working. When we spoke by phone, I advised you that although I’m unwilling to release you from your contract, I will provide you with a free service call. You agreed to my offer and I set up a technician visit for you at no cost. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Dear Ms. [redacted]: On February 10, 2016, we received your rebuttal, dated February 9, 2016, filed with the Revdex.com. You said that you didn’t receive a $50.00 credit on your February 2016 bill. You also expressed concern regarding the $50.00 charge for an unreturned Smart Card. A review of your account reveals that your February 2016 billing statement will be generated and mailed to you on February 18, 2016. This statement will reflect the credit of $50.00 for the unreturned Smart Card and the credit I applied of $55.87. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because: I would not have incurred the cost to reinstall my cable if I would have been told that they do not carry the two channels that were my favorites. I do not understand why I have to pay a charge for someone lying to me. This does not seem right, and I will not be satisfied until they pay the amount that I have incurred to my cable company. As of this date, I do not know what that amount is because the charge will be on my February bill.[redacted], with Retention, told me that when I receive my bill from my cable comany I should send her a copy of the bill and they will cover the cost. I really have no idea of whom I should believe. [redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
June 29, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015,...
filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 24, 25 and 26, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance of $822.42 on your account. You maintain that you disconnected your service in March 2014. You also said that you returned the equipment and did not receive any notification of the balance prior to the collection calls that you received.
Your service was activated on November 20, 2013, with a 24-month commitment. Although you contacted us on April 15, 2014, to disconnect your service, our records show that you accepted an offer to place your service on DISH Pause. Confirmation of the DISH Pause option was sent via email to you at [redacted]@RURALTEL.NET on the same date.
DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause will extend your term commitment by the number of months that the service is paused. DISH Pause was removed on January 25, 2015, because the allowed time for DISH Pause was exceeded. As a result, your previous service charges were reinstated.
Your service was disconnected on April 15, 2015, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $340.00 was applied to your account. Your account was also left with an unpaid service balance of $189.86.
Please be advised that the leased equipment has serial numbers that will automatically be linked to your account when it is returned. Although you indicated that you returned the leased equipment, our records do not show that it was received. As a result, you were charged $248.00 for unreturned equipment.
DISH Network provided notification of the balance to the address and phone numbers that we have on file. Please note that this information is different from the information listed on your complaint. As the balance was unpaid, it was referred to collections on May 16, 2015.
I made an exception and removed the service balance and unreturned equipment fees. This will leave your account with a balance of $354.17 for the early termination fee (plus tax). We are asking that the balance be paid.
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
[redacted]
Denver, CO XXXXX
[redacted]
Please have another representative from the corporate office contact me. A representative who did not say where she was from. I found the discussion with her to be somewhat manipulative and unacceptable. I want to pay t he same amount to DISH as I have been paying for 12 moths. . Thank you.
August 5, 2016 Dear Ms. [redacted]: On August 2, 2016, we received your complaint, dated July 28, 2016, filed with the Revdex.com. You informed us that your mother, Ms. [redacted], was required to move into an assisted-living facility and she can no...
longer have the satellite dish. You requested that she be released from the 24-month agreement. When I spoke with you by telephone today, I informed you that I waived the commitment and disconnected the service. Please return the equipment and keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [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
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 28, 2015, we received your complaint, dated April 26, 2015, filed with the...
Revdex.com.
You expressed concern with the following issues:
Programming rate
Additional programming
Customer service
You maintain that you have contacted us several times and requested to reduce your monthly bill. You indicate that the channel packages are reduced but the monthly cost remains the same.
A review of your account reveals that it was activated on March 30, 2011, with the DISH America package which at that time was priced at $34.99 (currently $49.99).
On April 5, 2011, you upgraded your programming package to the America's Top 120 and then five days later, on April 10, 2011, you upgraded again to a higher packagethe America's Top 200 (formerly $59.99 and currently $74.99). When you upgraded to the America's Top 200, you were provided with a $20.00 monthly credit for 12 months. These credits expired on February 15, 2012, and you began to be billed at the regular rate ($59.99). I have enclosed copies of the 2011 billing statements that reflect these changes.
We have experienced several price increases since you activated your service four years ago. Additionally, when your service was initiated you were enrolled in promotional offers that expired. You received the Protection Plan free for the first six months but it was removed on or before the expiration date of October 29, 2015, and no charges were applied to your account.
There is no record of any channels being added to your account without your consent.
When you activated the service, you received three free months of Showtime. It was removed on June 30, 2011, when the promotion expired, and you were not charged for it.
We have no record of Starz being added to your account or any charges for Starz on your account.
On January 8, 2013, you accepted an offer for Encore at half price (regularly priced at $5.00 per month) for six months. This promotional offer expired on July 8, 2013, and since the programming was not removed, you began to be billed the regular rate of $5.00 per month until it was removed on January 10, 2014. As an exception, I provided you with a credit of $30.00 for the six months that you were charged the $5.00.
We have no record of requests from you to reduce your billing until now. You have not been overbilled and your billing is correct. Per an email you sent to us on April 26, 2015, Ms. Nicole Steffani provided you with a monthly $15.00 credit for 12 months.
Our records reveal that you downgraded your programming package from the America's Top 200 to the America's Top 120 ($59.99) via the Consumer Service Web Application on December 14, 2014. You are also charged a $7.00 monthly DVR fee and a $7.00 monthly fee for the additional receiver. Your monthly service charges are $73.99 before tax. However, the $15.00 credit will reduce that monthly charge for 12 months.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I repeatedly contacted them and asked that my bill be reduced so that I could afford it and that I be reimbursed for the channels that they had been charging me for that we never asked for and we never received which was a Stars & Encore package! I told them I could not afford more than $55 a month and they needed to help me to get to a service in that price range. Which I went online eventually since they never changed my service, I went and chose the very crappy 120 channels that said it would cost me $54.99. Most of the channels are news & shopping channels there are very few actual watchable channels BTW, but that's besides the point. The fact that I am still being charged $90 a month and no one seems to explain why and the fact that I am being charged for both receivers ($14 extra a mo) when the guy who installed them said the 1st 1 is free and any additional receiver is $7, and why I have not gotten the reimbursement for all of the months we were being charged for the unauthorized channels all needs to be taken care of before I remove a claim. And your customer service really needs upgrading and to learn about customer service and some respect for your customers.
Final Consumer Response /* (4200, 16, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They can't explain the added Showtime & Stars & Encore charges seen on the bills that I NEVER authorized! I asked them to send me written proof of authorization from me, for these added charges and I have only received the same response from them, that there is no unauthorized charges! BS!!! I never ordered these channels so tgey need to reimburse me for all of those charges that go back as far as 2011! Also when I was told by the installer there would only be a $7.00 fee for the 1 receiver but am being charged for 2 that is wrong! I don't care what kind of excuse you use! Its criminal activity when you state how much something is going to be then turn around and double the charge! This activity will not be tolerated by your company or any other company! Its illegal, and something needs to be done about it! I am sick of you saying that your charges are justified yet you can't seem to offer any logical explanation as to why these extra channel packages & fees are charged to me every single month!! I want all of the $ back, and I demand that you stop adding charges on to my bill!!
Final Business Response /* (4000, 18, 2015/06/01) */
May 29, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 28, 2015, we received your recent correspondence, dated May 27, 2015, filed with the Revdex.com.
You continue to maintain that programming and charges have been applied to your account without your authorization, specifically Showtime, Starz and Encore. You also continue to maintain that you are being charged for two receivers instead of one additional receiver.
This issue has been addressed and explained several times. I have provided you with explanations of your billing and your billing statement showing the three-month promotion for Showtime. Please refer to my previous correspondence and your billing statements for clarification.
As previously advised, we have no record of Starz being added to your subscription or of any charges for Starz on your account.
Although our records reveal that you accepted the offer for Encore at half price for six months, we credited your account for all the charges for Encore as an exception. A total credit of $45.00 was applied.
You were also previously advised that you are only being charged for one additional receiver ($7.00). The DVR service fee is also $7.00. If you are disputing the DVR service fee, you may downgrade your receiver to a non-DVR receiver to remove this fee.
Your current monthly service charges are a total of $73.99 before tax. However, we have provided you with a $15.00 monthly credit for 12 months, which will reduce your monthly bill by $15.00. Your balance is currently $99.59. As previously advised, once the balance is brought current, your billing statements will reflect the regular monthly charges.
Your billing is correct and you have not been overcharged. You may provide us documentation that reveal thecharges you are claiming for additional investigation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 26, 2018 Mr. [redacted] *. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You stated that you entered into a new two-year agreement that included a two-year price guarantee. However, you received a bill that indicated that your price will increase. You also mention that you are paying for the CW, but you have not received it in months. When I spoke with you by telephone today, I apologized for this oversight and advised you to log into your online account and accept the new agreement. I applied a one-time courtesy credit for the confusion. Your local channels are broadcast from Macon, Georgia and they are priced at $12.00 (formerly $10.00) per month. They include ABC, NBC, CBS and Fox. We do not show that the CW is provided in your area. You may view CW programming via their streaming application. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 7, 2015/10/02) */
September 28, 2015
Ms. [redacted]
[redacted]
Saint Rose, LA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your correspondence, dated September 22,...
2015, filed with the Revdex.com.
You said that the technician took the equipment from your home during the installation and you expressed concern as emails were sent requesting the equipment return. You provided feedback regarding your dissatisfaction with your technician visits and the customer service you received. You requested that the early termination fee be waived.
Please note that when equipment is deactivated from an account, the system will automatically generate an equipment return notification to the customer. I regret any confusion.
Our records reveal that Ms. [redacted] a DISH Network Dispute Resolution Specialist, removed the equipment from your account on September 24, 2015. You were not billed for unreturned equipment.
We are unable to honor your request to waive the early termination fee. However, because we appreciate your business, I added the HBO channels to your account free for three months.
We regret any inconvenience you may have experienced. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our representatives.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am hesitant to accept the explanation I received from DISH. The emails that were sent back and forth were more than just confusion, they were flat out harassment (emails from DISH Rep, [redacted] N. [redacted] attached). [redacted] would not accept my responses and the harassment ensued.
Moreover, I was not informed by Ms. [redacted] a DISH Network Dispute Resolution Specialist, that she removed the equipment from my account on September 24, 2015. The final email I received was on September 25, 2015 (see attached JPG 13) from [redacted]. The email was confusing just like everything else.
I mentioned in my Case Description that DISH failed to inform me that the technician(s) coming to my home were not DISH employees, but rather contractors. And as a result of the poor communication between the technicians and DISH, I became the target of harassment.
Adding insult to injury, the unprofessional installation I received to my home (i.e. unnecessary hole put into the side of my house, the exposed wires on the roof, etc) was the icing on the cake.
I am very uneasy with the thought of going forward as a DISH customer. This has taken too much of my time and has added undue stress.
I do not desire to have 3 months of free HBO. I do not want to further my customer relationship with DISH. I ask that DISH waive all early termination fees and let me go as a customer.
Thank you,
[redacted]
Final Business Response /* (4000, 11, 2015/10/20) */
October 19, 2015
Ms. [redacted]
[redacted]
Saint Rose, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your rebuttal, dated October 12, 2015, filed with the Revdex.com.
You said the email correspondences you received are confusing. Please note that there were no email responses attached with your correspondence for review. You expressed dissatisfaction with the installation and you maintain an unnecessary hole was drilled and wires are exposed. You requested to be released from your term commitment.
Please note that our system automatically generates email notices to our customers advising them of unreturned equipment in order to prevent fees from applying.
Your concerns regarding your installation were reported to the DISH Network Corporate Field Resolutions Team for further investigation. A member of this team will contact you to discuss this matter further.
Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customer. In your case you received free equipment, a free installation and free activation, with free and discounted programming.
In the interest of customer service, I will make an exception and reduce the early termination fee to $180.00. Please contact me directly to accept this offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/25) */
June 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the...
Revdex.com.
You said that DISH Network is charging you for unreturned equipment, which you claim you returned. You requested that the charges be waived and the debt be removed from your credit report.
When we spoke by phone, I informed you your account balance consists of a $315.00 early termination fee and $167.06 in services rendered, and that you're not being charged for unreturned equipment. I agreed to have the early termination fee waived, but advised you that the remaining balance of $167.06 is valid. I also offered to have the debt removed from your credit report once it has been paid. I have enclosed copies of your February, March and April 2015 billing statements for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I contacted you back twice and left voice mail messages. and further more I didn't sign anything when the services were installed seeing as I was not there on the day in question. He probably signed my name I don't know why seeing as how the dish account was in his name.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On January 11, 2018, we received your complaint, dated January 10, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you canceled your service because the new management company for your apartment complex disallowed satellite dishes. You were also concerned with the reporting of the balance on your account to collections. Our records show that a new 24-month commitment was added to your account on July 26, 2017, when you agreed to our Preferred Customer Offer. Your service was disconnected on October 28, 2017. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied to your account. The total balance of $219.40 was reported to collections on December 10, 2017, because it was not paid. When we received your payment of $72.32 on January 4, 2018, the balance was reduced to $147.08 When I spoke with you by phone on January 17, 2018, I advised you that I removed the early termination fee from your account. I also submitted a refund check of $62.92 for your overpayment. Please allow two to four weeks for processing. Your DISH Network account will be updated with the collection agency within 24-72 hours. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 19, 2016 Dear Mrs. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You expressed concern that a balance from your second account from 2013 was referred to collections. I was...
unable to locate your second account with the information you provided. In order to research your claim, I will need more specific account information. Please provide me with the phone number listed on your second account and the account number so that I am able to research your claim. 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 ###-###-####
November 10, 2016 Dear Ms. [redacted]: On November 9, 2016, we received your complaint, dated November 4, 2016, filed with the Revdex.com. You expressed concern that you were not receiving Cartoon Network West. You said DISH Network advertised...
that it was included in the Flex Pack. When we spoke, I requested a copy of the advertisement to which you referred, as all DISH Network advertisements state that Cartoon Network West is only available in the Kid’s Pack. When you forwarded me the advertisement, I found that it came from an independent retailer, Infinity Sales. We have contacted Infinity Sales and they have corrected their advertisements to reflect the accurate channels for the Flex Pack. We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing this issue to our attention. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because: Dish was lying from the start in which they caused me the hardship due this issue so I will not except what this company response
Sincerely,
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your correspondence, dated March 7, 2016, filed with the Revdex.com. You expressed concern with the following: Digital Home Advantage (DHA) promotion Signed agreement Early termination fee Rescheduled technician visit Technician visit cost Refurbished equipment Billing I attempted to reach you at [redacted] on March 9, 11 and 14, 2016. I left three voice messages. Our records reveal that you established your service under the DHA promotion with a 24-month commitment on November 10, 2015. On this same date, we sent a sales confirmation email to [redacted]@hotmail.com. This email details the DHA terms and billing along with providing you a link to review the document. During the installation of service the technician presents the customer with an electronic pad to sign containing the DHA agreement. A copy of your signed DHA agreement was also emailed to [redacted]@hotmail.com on November 18, 2015 (the installation date). If the service is canceled prior to the promotional fulfillment date, an early termination fee will apply. I enclosed a second copy of your signed DHA agreement for your records. Your technician visit was completed on February 4, 2016. We have no record that you reported technical issues after this date. Please note that we use remanufactured, fully-tested equipment in DHA customer installations. This equipment is leased, and as a result will be serviced and/or replaced in the unlikely event that technical difficulties arise. I reversed the $10.00 technician visit fee from your account. DISH Network bills for service in advance; therefore, your bill reflected the premium channel cost for the fourth month of service. You received the HBO, Showtime, Starz and Cinemax channels free for three months starting on November 18, 2015. The premiums were removed on February 18, 2016, and a prorated credit of $67.72 was applied to your account. This credit along with the credit of $10.00 for the technician visit will be transferred to your bundled TDS bill on March 17, 2016. I regret any confusion. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [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. I would suggest that in future the "Dish Dispute department" work on improving their customer service skills when talking to a customer as they were rude and spoke over us when they called to address our complaint. Their "courtesy " was nice ,however had they just applied the certificate they authenticated when they called back when we submitted it, none of this would have been necessary.
Sincerely,
Initial Business Response /* (1000, 5, 2015/10/12) */
October 8, 2015
Ms. [redacted]
1355 Victoria St.
Saint [redacted], MN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 5, 2015, we received your complaint, dated October 2, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on October 5, 6 and 7, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the service charges that were applied to your account for the Protection Plan. You maintain that you were unaware of the fee until you received an itemized billing statement.
Please be advised that all of your past monthly billing statements have been itemized.
The Protection Plan provides a customer with in-home service if we are unable to resolve a technical issue by phone. Should a customer require a technician visit, they will receive it at a discounted price of $10.00 instead of $95.00. This plan also provides the customer with free shipping on any equipment that needs to be exchanged.
Our records reveal that the Protection Plan was added to your account on December 21, 2013, to waive the charge for the technician visit that was completed on December 26, 2013. The Protection Plan was removed on October 1, 2015.
As a courtesy, I applied a credit of $96.00 to your account for 12 months of the Protection Plan charge.
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]
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. Thank you very much for your help [redacted]. Please advise as to how to proceed. I have already received the return box.
Sincerely,
[redacted]
Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 23, 2016, filed with the Revdex.com. You expressed concern with the balance of $33.46 that was reported to collections by DISH Network. You maintain that you canceled your service in 2011 and you paid...
the balance in full at the time. Our records show that your account was left with an unpaid balance of $33.46 when it was canceled. In an effort to better serve our customers, DISH Network merged all previously bundled and unbundled accounts into one billing system. As a result, the previously unpaid balance for bundled service was transferred to the current unbundled account. When I spoke with you by phone on April 29, 2016, I advised you that I removed the balance, leaving your account at zero. Your account will be updated with the collection agency within 72 hours. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
August 26, 2016 Dear Ms. [redacted]: On August 23, 2016, we received your complaint, dated August 19, 2016, filed with the Revdex.com. You expressed concern regarding the fee to have a technician sent to your home. You asked that we release you...
from your contract because your receiver is not working. When we spoke by phone, I advised you that although I’m unwilling to release you from your contract, I will provide you with a free service call. You agreed to my offer and I set up a technician visit for you at no cost. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Dear Ms. [redacted]: On February 10, 2016, we received your rebuttal, dated February 9, 2016, filed with the Revdex.com. You said that you didn’t receive a $50.00 credit on your February 2016 bill. You also expressed concern regarding the $50.00 charge for an unreturned Smart Card. A review of your account reveals that your February 2016 billing statement will be generated and mailed to you on February 18, 2016. This statement will reflect the credit of $50.00 for the unreturned Smart Card and the credit I applied of $55.87. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because: I would not have incurred the cost to reinstall my cable if I would have been told that they do not carry the two channels that were my favorites. I do not understand why I have to pay a charge for someone lying to me. This does not seem right, and I will not be satisfied until they pay the amount that I have incurred to my cable company. As of this date, I do not know what that amount is because the charge will be on my February bill.[redacted], with Retention, told me that when I receive my bill from my cable comany I should send her a copy of the bill and they will cover the cost. I really have no idea of whom I should believe. [redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
June 29, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015,...
filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 24, 25 and 26, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance of $822.42 on your account. You maintain that you disconnected your service in March 2014. You also said that you returned the equipment and did not receive any notification of the balance prior to the collection calls that you received.
Your service was activated on November 20, 2013, with a 24-month commitment. Although you contacted us on April 15, 2014, to disconnect your service, our records show that you accepted an offer to place your service on DISH Pause. Confirmation of the DISH Pause option was sent via email to you at [redacted]@RURALTEL.NET on the same date.
DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause will extend your term commitment by the number of months that the service is paused. DISH Pause was removed on January 25, 2015, because the allowed time for DISH Pause was exceeded. As a result, your previous service charges were reinstated.
Your service was disconnected on April 15, 2015, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $340.00 was applied to your account. Your account was also left with an unpaid service balance of $189.86.
Please be advised that the leased equipment has serial numbers that will automatically be linked to your account when it is returned. Although you indicated that you returned the leased equipment, our records do not show that it was received. As a result, you were charged $248.00 for unreturned equipment.
DISH Network provided notification of the balance to the address and phone numbers that we have on file. Please note that this information is different from the information listed on your complaint. As the balance was unpaid, it was referred to collections on May 16, 2015.
I made an exception and removed the service balance and unreturned equipment fees. This will leave your account with a balance of $354.17 for the early termination fee (plus tax). We are asking that the balance be paid.
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
[redacted]
Denver, CO XXXXX
[redacted]
Please have another representative from the corporate office contact me. A representative who did not say where she was from. I found the discussion with her to be somewhat manipulative and unacceptable. I want to pay t he same amount to DISH as I have been paying for 12 moths. . Thank you.
August 5, 2016 Dear Ms. [redacted]: On August 2, 2016, we received your complaint, dated July 28, 2016, filed with the Revdex.com. You informed us that your mother, Ms. [redacted], was required to move into an assisted-living facility and she can no...
longer have the satellite dish. You requested that she be released from the 24-month agreement. When I spoke with you by telephone today, I informed you that I waived the commitment and disconnected the service. Please return the equipment and keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [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
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 28, 2015, we received your complaint, dated April 26, 2015, filed with the...
Revdex.com.
You expressed concern with the following issues:
Programming rate
Additional programming
Customer service
You maintain that you have contacted us several times and requested to reduce your monthly bill. You indicate that the channel packages are reduced but the monthly cost remains the same.
A review of your account reveals that it was activated on March 30, 2011, with the DISH America package which at that time was priced at $34.99 (currently $49.99).
On April 5, 2011, you upgraded your programming package to the America's Top 120 and then five days later, on April 10, 2011, you upgraded again to a higher packagethe America's Top 200 (formerly $59.99 and currently $74.99). When you upgraded to the America's Top 200, you were provided with a $20.00 monthly credit for 12 months. These credits expired on February 15, 2012, and you began to be billed at the regular rate ($59.99). I have enclosed copies of the 2011 billing statements that reflect these changes.
We have experienced several price increases since you activated your service four years ago. Additionally, when your service was initiated you were enrolled in promotional offers that expired. You received the Protection Plan free for the first six months but it was removed on or before the expiration date of October 29, 2015, and no charges were applied to your account.
There is no record of any channels being added to your account without your consent.
When you activated the service, you received three free months of Showtime. It was removed on June 30, 2011, when the promotion expired, and you were not charged for it.
We have no record of Starz being added to your account or any charges for Starz on your account.
On January 8, 2013, you accepted an offer for Encore at half price (regularly priced at $5.00 per month) for six months. This promotional offer expired on July 8, 2013, and since the programming was not removed, you began to be billed the regular rate of $5.00 per month until it was removed on January 10, 2014. As an exception, I provided you with a credit of $30.00 for the six months that you were charged the $5.00.
We have no record of requests from you to reduce your billing until now. You have not been overbilled and your billing is correct. Per an email you sent to us on April 26, 2015, Ms. Nicole Steffani provided you with a monthly $15.00 credit for 12 months.
Our records reveal that you downgraded your programming package from the America's Top 200 to the America's Top 120 ($59.99) via the Consumer Service Web Application on December 14, 2014. You are also charged a $7.00 monthly DVR fee and a $7.00 monthly fee for the additional receiver. Your monthly service charges are $73.99 before tax. However, the $15.00 credit will reduce that monthly charge for 12 months.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I repeatedly contacted them and asked that my bill be reduced so that I could afford it and that I be reimbursed for the channels that they had been charging me for that we never asked for and we never received which was a Stars & Encore package! I told them I could not afford more than $55 a month and they needed to help me to get to a service in that price range. Which I went online eventually since they never changed my service, I went and chose the very crappy 120 channels that said it would cost me $54.99. Most of the channels are news & shopping channels there are very few actual watchable channels BTW, but that's besides the point. The fact that I am still being charged $90 a month and no one seems to explain why and the fact that I am being charged for both receivers ($14 extra a mo) when the guy who installed them said the 1st 1 is free and any additional receiver is $7, and why I have not gotten the reimbursement for all of the months we were being charged for the unauthorized channels all needs to be taken care of before I remove a claim. And your customer service really needs upgrading and to learn about customer service and some respect for your customers.
Final Consumer Response /* (4200, 16, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They can't explain the added Showtime & Stars & Encore charges seen on the bills that I NEVER authorized! I asked them to send me written proof of authorization from me, for these added charges and I have only received the same response from them, that there is no unauthorized charges! BS!!! I never ordered these channels so tgey need to reimburse me for all of those charges that go back as far as 2011! Also when I was told by the installer there would only be a $7.00 fee for the 1 receiver but am being charged for 2 that is wrong! I don't care what kind of excuse you use! Its criminal activity when you state how much something is going to be then turn around and double the charge! This activity will not be tolerated by your company or any other company! Its illegal, and something needs to be done about it! I am sick of you saying that your charges are justified yet you can't seem to offer any logical explanation as to why these extra channel packages & fees are charged to me every single month!! I want all of the $ back, and I demand that you stop adding charges on to my bill!!
Final Business Response /* (4000, 18, 2015/06/01) */
May 29, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 28, 2015, we received your recent correspondence, dated May 27, 2015, filed with the Revdex.com.
You continue to maintain that programming and charges have been applied to your account without your authorization, specifically Showtime, Starz and Encore. You also continue to maintain that you are being charged for two receivers instead of one additional receiver.
This issue has been addressed and explained several times. I have provided you with explanations of your billing and your billing statement showing the three-month promotion for Showtime. Please refer to my previous correspondence and your billing statements for clarification.
As previously advised, we have no record of Starz being added to your subscription or of any charges for Starz on your account.
Although our records reveal that you accepted the offer for Encore at half price for six months, we credited your account for all the charges for Encore as an exception. A total credit of $45.00 was applied.
You were also previously advised that you are only being charged for one additional receiver ($7.00). The DVR service fee is also $7.00. If you are disputing the DVR service fee, you may downgrade your receiver to a non-DVR receiver to remove this fee.
Your current monthly service charges are a total of $73.99 before tax. However, we have provided you with a $15.00 monthly credit for 12 months, which will reduce your monthly bill by $15.00. Your balance is currently $99.59. As previously advised, once the balance is brought current, your billing statements will reflect the regular monthly charges.
Your billing is correct and you have not been overcharged. You may provide us documentation that reveal thecharges you are claiming for additional investigation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 26, 2018 Mr. [redacted] *. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On January 18, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You stated that you entered into a new two-year agreement that included a two-year price guarantee. However, you received a bill that indicated that your price will increase. You also mention that you are paying for the CW, but you have not received it in months. When I spoke with you by telephone today, I apologized for this oversight and advised you to log into your online account and accept the new agreement. I applied a one-time courtesy credit for the confusion. Your local channels are broadcast from Macon, Georgia and they are priced at $12.00 (formerly $10.00) per month. They include ABC, NBC, CBS and Fox. We do not show that the CW is provided in your area. You may view CW programming via their streaming application. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 7, 2015/10/02) */
September 28, 2015
Ms. [redacted]
[redacted]
Saint Rose, LA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your correspondence, dated September 22,...
2015, filed with the Revdex.com.
You said that the technician took the equipment from your home during the installation and you expressed concern as emails were sent requesting the equipment return. You provided feedback regarding your dissatisfaction with your technician visits and the customer service you received. You requested that the early termination fee be waived.
Please note that when equipment is deactivated from an account, the system will automatically generate an equipment return notification to the customer. I regret any confusion.
Our records reveal that Ms. [redacted] a DISH Network Dispute Resolution Specialist, removed the equipment from your account on September 24, 2015. You were not billed for unreturned equipment.
We are unable to honor your request to waive the early termination fee. However, because we appreciate your business, I added the HBO channels to your account free for three months.
We regret any inconvenience you may have experienced. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our representatives.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am hesitant to accept the explanation I received from DISH. The emails that were sent back and forth were more than just confusion, they were flat out harassment (emails from DISH Rep, [redacted] N. [redacted] attached). [redacted] would not accept my responses and the harassment ensued.
Moreover, I was not informed by Ms. [redacted] a DISH Network Dispute Resolution Specialist, that she removed the equipment from my account on September 24, 2015. The final email I received was on September 25, 2015 (see attached JPG 13) from [redacted]. The email was confusing just like everything else.
I mentioned in my Case Description that DISH failed to inform me that the technician(s) coming to my home were not DISH employees, but rather contractors. And as a result of the poor communication between the technicians and DISH, I became the target of harassment.
Adding insult to injury, the unprofessional installation I received to my home (i.e. unnecessary hole put into the side of my house, the exposed wires on the roof, etc) was the icing on the cake.
I am very uneasy with the thought of going forward as a DISH customer. This has taken too much of my time and has added undue stress.
I do not desire to have 3 months of free HBO. I do not want to further my customer relationship with DISH. I ask that DISH waive all early termination fees and let me go as a customer.
Thank you,
[redacted]
Final Business Response /* (4000, 11, 2015/10/20) */
October 19, 2015
Ms. [redacted]
[redacted]
Saint Rose, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your rebuttal, dated October 12, 2015, filed with the Revdex.com.
You said the email correspondences you received are confusing. Please note that there were no email responses attached with your correspondence for review. You expressed dissatisfaction with the installation and you maintain an unnecessary hole was drilled and wires are exposed. You requested to be released from your term commitment.
Please note that our system automatically generates email notices to our customers advising them of unreturned equipment in order to prevent fees from applying.
Your concerns regarding your installation were reported to the DISH Network Corporate Field Resolutions Team for further investigation. A member of this team will contact you to discuss this matter further.
Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customer. In your case you received free equipment, a free installation and free activation, with free and discounted programming.
In the interest of customer service, I will make an exception and reduce the early termination fee to $180.00. Please contact me directly to accept this offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/25) */
June 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the...
Revdex.com.
You said that DISH Network is charging you for unreturned equipment, which you claim you returned. You requested that the charges be waived and the debt be removed from your credit report.
When we spoke by phone, I informed you your account balance consists of a $315.00 early termination fee and $167.06 in services rendered, and that you're not being charged for unreturned equipment. I agreed to have the early termination fee waived, but advised you that the remaining balance of $167.06 is valid. I also offered to have the debt removed from your credit report once it has been paid. I have enclosed copies of your February, March and April 2015 billing statements for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: I contacted you back twice and left voice mail messages. and further more I didn't sign anything when the services were installed seeing as I was not there on the day in question. He probably signed my name I don't know why seeing as how the dish account was in his name.
Sincerely,
[redacted]
January 18, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 11, 2018, we received your complaint, dated January 10, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you canceled your service because the new management company for your apartment complex disallowed satellite dishes. You were also concerned with the reporting of the balance on your account to collections. Our records show that a new 24-month commitment was added to your account on July 26, 2017, when you agreed to our Preferred Customer Offer. Your service was disconnected on October 28, 2017. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied to your account. The total balance of $219.40 was reported to collections on December 10, 2017, because it was not paid. When we received your payment of $72.32 on January 4, 2018, the balance was reduced to $147.08 When I spoke with you by phone on January 17, 2018, I advised you that I removed the early termination fee from your account. I also submitted a refund check of $62.92 for your overpayment. Please allow two to four weeks for processing. Your DISH Network account will be updated with the collection agency within 24-72 hours. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 19, 2016 Dear Mrs. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You expressed concern that a balance from your second account from 2013 was referred to collections. I was...
unable to locate your second account with the information you provided. In order to research your claim, I will need more specific account information. Please provide me with the phone number listed on your second account and the account number so that I am able to research your claim. 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 ###-###-####
November 10, 2016 Dear Ms. [redacted]: On November 9, 2016, we received your complaint, dated November 4, 2016, filed with the Revdex.com. You expressed concern that you were not receiving Cartoon Network West. You said DISH Network advertised...
that it was included in the Flex Pack. When we spoke, I requested a copy of the advertisement to which you referred, as all DISH Network advertisements state that Cartoon Network West is only available in the Kid’s Pack. When you forwarded me the advertisement, I found that it came from an independent retailer, Infinity Sales. We have contacted Infinity Sales and they have corrected their advertisements to reflect the accurate channels for the Flex Pack. We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing this issue to our attention. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because: Dish was lying from the start in which they caused me the hardship due this issue so I will not except what this company response
Sincerely,
[redacted]
March 14, 2016 Ms. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your correspondence, dated March 7, 2016, filed with the Revdex.com. You expressed concern with the following: Digital Home Advantage (DHA) promotion Signed agreement Early termination fee Rescheduled technician visit Technician visit cost Refurbished equipment Billing I attempted to reach you at [redacted] on March 9, 11 and 14, 2016. I left three voice messages. Our records reveal that you established your service under the DHA promotion with a 24-month commitment on November 10, 2015. On this same date, we sent a sales confirmation email to [redacted]@hotmail.com. This email details the DHA terms and billing along with providing you a link to review the document. During the installation of service the technician presents the customer with an electronic pad to sign containing the DHA agreement. A copy of your signed DHA agreement was also emailed to [redacted]@hotmail.com on November 18, 2015 (the installation date). If the service is canceled prior to the promotional fulfillment date, an early termination fee will apply. I enclosed a second copy of your signed DHA agreement for your records. Your technician visit was completed on February 4, 2016. We have no record that you reported technical issues after this date. Please note that we use remanufactured, fully-tested equipment in DHA customer installations. This equipment is leased, and as a result will be serviced and/or replaced in the unlikely event that technical difficulties arise. I reversed the $10.00 technician visit fee from your account. DISH Network bills for service in advance; therefore, your bill reflected the premium channel cost for the fourth month of service. You received the HBO, Showtime, Starz and Cinemax channels free for three months starting on November 18, 2015. The premiums were removed on February 18, 2016, and a prorated credit of $67.72 was applied to your account. This credit along with the credit of $10.00 for the technician visit will be transferred to your bundled TDS bill on March 17, 2016. I regret any confusion. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [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. I would suggest that in future the "Dish Dispute department" work on improving their customer service skills when talking to a customer as they were rude and spoke over us when they called to address our complaint. Their "courtesy " was nice ,however had they just applied the certificate they authenticated when they called back when we submitted it, none of this would have been necessary.
Sincerely,
Initial Business Response /* (1000, 5, 2015/10/12) */
October 8, 2015
Ms. [redacted]
1355 Victoria St.
Saint [redacted], MN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 5, 2015, we received your complaint, dated October 2, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on October 5, 6 and 7, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the service charges that were applied to your account for the Protection Plan. You maintain that you were unaware of the fee until you received an itemized billing statement.
Please be advised that all of your past monthly billing statements have been itemized.
The Protection Plan provides a customer with in-home service if we are unable to resolve a technical issue by phone. Should a customer require a technician visit, they will receive it at a discounted price of $10.00 instead of $95.00. This plan also provides the customer with free shipping on any equipment that needs to be exchanged.
Our records reveal that the Protection Plan was added to your account on December 21, 2013, to waive the charge for the technician visit that was completed on December 26, 2013. The Protection Plan was removed on October 1, 2015.
As a courtesy, I applied a credit of $96.00 to your account for 12 months of the Protection Plan charge.
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]