September 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 28, 2017, we received your correspondence, dated September 27, 2017, filed with the Revdex.com. You said that you were offered a $100.00 gift card at the time of sale, and you maintain you did not receive an email to redeem this offer. You requested a credit. When we spoke today, I informed you that I made an exception and applied a one-time credit of $100.00 to your account. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
January 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 18, 19 and 21, 2016, and I left one message, as there was no further options to leave a message. You indicated that you placed your account on DISH Pause, but you are now receiving bills for regular service charges. A review of your account reveals that on September 22, 2015, you called to place the account on DISH Pause and it was scheduled for three months. After this time frame was reached on December 22, 2015, your service was automatically restarted. Notification that DISH Pause expired was also sent to [redacted]@gmail.com on that same date. A review of your September 22, 2015, call reveals that the customer service agent informed you several times that DISH Pause was for three months and your service would be automatically restarted afterward. Please note that DISH Network offers DISH Pause as an option for temporary situations when the service cannot be used--it is not a long-term solution. As an exception, I removed your outstanding balance of $75.32 and placed the account on DISH Pause for nine months. Please contact me if the account is to remain on pause or be disconnected. Once the DISH Pause expires, you will begin to be billed for service. 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
November 14, 2016 Dear Ms. [redacted]: On November 11, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You expressed further concern with your DISH Network monthly charges. You again maintain that you were told your monthly rate would not exceed $63.00. As previously advised, the $30.00 monthly credit that was being applied to your account expired. On September 6, 2016, our representative agreed to provide you with a monthly $25.00 credit for three months. While the first $25.00 monthly credit was reflected on your September 6, 2016, billing statement of $38.00, the second $25.00 credit was not on your October 6, 2016, billing statement of $93.00. However, this was corrected when the $25.00 credit was applied to your account on October 19, 2016. You were also given credits totaling $60.00 for your billing concerns. These credits reduced your regular monthly bill of $68.00 to $13.00 for your November 6, 2016, billing statement. A review of the customer service calls from September 6, 2016, and October 11, 17 and 18, 2016, did not find that a monthly rate of $63.00 was promised. They advised you that your monthly rate was $68.00 and the monthly credit of $25.00 was promised on September 6, 2016, for three months. We are unable to provide you with additional monthly credits. Once the $25.00 monthly credit ends, you will be billed at the regular monthly rate of $93.00. The monthly charges on your account are correct for the services that you subscribe to. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
April 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 29, 2016, we received your complaint, dated March 25, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you experienced technical issues which led you to disconnect the service. When we spoke, I advised you that I made an exception and waived the $420.00 early termination fee due to the technical issues to which you referred. I also requested to have this item removed from your credit report. Please allow six to eight weeks for the credit bureaus to update their records. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
[redacted]-[redacted] Dear Ms. Summers: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You indicated that DISH Network offered a free Xbox system if a person referred three friends by December 31, 2015. You requested an Xbox because you referred three people for service. Our records reveal that you referred yourself and two other customers. However, the customer that established account [redacted] with referral certificate #[redacted] on December 19, 2016, canceled the sale and the system was never installed; therefore, you do not meet the qualifications for the Xbox offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
February 24, 2016 Mr. [redacted] and Ms. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On February 23, 2016, we received your correspondence, dated February 22, 2016, filed with the Revdex.com. You requested that a $30.00 monthly credit be applied to your account. When we spoke today, I advised you that I reviewed your recorded call that took place on February 2, 2016. I found that our agents addressed your concerns accurately and in a professional manner. I informed you that you may downgrade your programming package to assist with the monthly cost. While we truly appreciate your business, we are unable to continue to provide programming credits. As a courtesy, I waived your early termination fee. Your feedback and your concerns will be shared internally with the appropriate personnel. 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 cc: Tell us why here...
December 21, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You...
disputed the early termination fees associated with your DISH Network account. You stated that your internet service was too slow for your needs and that you experienced technical issues with your TV service.
When we spoke, I advised you that I made an exception and waived your internet early termination fees; however, our records do not reflect ongoing issues with your TV service. You reported that you had weather-related outages, which, I explained, are provided for in our customer agreement as they are out of DISH Network's control. As such, I am unable to waive your TV early termination fee.
Please note that we have no record of any purchased equipment on the account. Our records indicate that you installed internet service in December 2014; however, no TV equipment was added.
You requested to disconnect your service on December 23, 2015.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted]
[redacted] Dear [redacted]: On June 8, 2017, we received your complaint, dated June 7, 2017, filed with the Revdex.com. You indicated you were not informed that you would lose your promotional offers if you placed your account on DISH Pause. When I spoke with you by telephone today, I advised you that placing your account on DISH Pause extends the life of the commitment, and all promotions are forfeited. As an exception, I reinstated your 2-year price guarantee for the America’s Top 120 +. However, the life of the commitment will be extended by the amount of time that your account is paused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
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 see that Dish was once again trying to contact me by phone, I suspect they were going to try and "Prompt" me to pay. The phone number used was invalid. But by trying to contact me other than by Mail or email, they once again proved their inability to work things out with regards to the customer' requests. Thank you for the quick resolution.
Sincerely,
[redacted]
Dear [redacted]: On June 17, 2016, we received your complaint, dated June 15, 2016, filed with the Revdex.com. You said that you have been trying to get the damage done to your home fixed, but with no success. You asked that we repair the damage. When we spoke,...
you confirmed that you have spoken with your claim manager, [redacted], (###-###-####, ext. [redacted]) regarding your claim. I told you to contact me if you need any assistance. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/08/11) */
July 30, 2015
[redacted]
XXXX XXXth [redacted] A
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with...
the Revdex.com.
You said that you didn't get what you were offered when you placed your order for DISH Network service.
When we spoke by phone, I advised you that I will review your sales call and follow up with you once this has been completed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 20, 2016 Dear Sir or [redacted]: On December 20, 2016, we received your complaint, dated December 19, 2016, filed with the Revdex.com. You expressed concern about receiving mailed marketing materials for DISH Network service. Most...
print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. I have placed your address on our Do Not Contact list. However, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two-to-three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail may still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association PO Box 643 Carmel, NY 10512 dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: US Postal Service PO Box 3744 Memphis, TN 38173-0744 usps.com/forms/_pdf/ps1500.pdf I hope this information will assist you. 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 ###-###-####
December 30, 2015 Mr. [redacted], IL [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com. My attempts to reach you by phone on December 28, 29 and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding the process you must follow in order to receive a gift card offered to you by [redacted]). Unfortunately, this is not a DISH Network offer and we are unable to address your concerns. Please contact [redacted]) regarding their promotion. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ([redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
September 9, 2016 Dear Mr. [redacted]: On August 31, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You said you moved, and you disputed the early termination fee. When I spoke with your sister (Brenda...
[redacted]) today, I advised her that you established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, the customer agrees to be bound to the term commitment even if the residence changes. Because your service was disconnected prior to the promotional fulfillment date, you were billed $340.00 for the early termination fee. You were also billed $496.00 for the unreturned leased equipment. Under the DHA promotion, you authorized DISH Network to access the qualifying credit card account to collect payment for the early termination and unreturned equipment fees. Please note that we offer a Move-In Deal promotion so that our customers can relocate their service to their new home. Ms. Bennettte said you are unable to retrieve the equipment from your previous address, and that you will pay for the equipment fees. I made an exception and removed the early termination fee from your account. I submitted a refund for $340.00. Please allow five business days for processing. I also removed the programming balance of $122.12 from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
December 8, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.com.
You said that you were...
put under a contract without your knowledge or approval. You also indicated that you were told service calls were free when you agreed to the Protection Plan. You requested to be released from your contract, the technical issues resolved and to receive a credit.
When we spoke, I advised you that I reviewed the recording of your call to upgrade your equipment. I found that our agent explained the contract requirement and you agreed to it. I also found that the Protection Plan was explained properly during this call. However, in the interest of customer service, I released you from your contract and set up a free service call.
I applied a $20.00 monthly credit to your account for the next ten months.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 1, 2016, we received your correspondence, dated February 29, 2016, filed with the Revdex.com. You said you were told that you would receive all the premium movie channels, free with your regular programming package, for $110.00 per month. You also expressed concern with the customer service you received. When we spoke today, I advised you that I reviewed your sales call that took place on December 19, 2015. The call reveals that the sales agent offered you the Digital Home Advantage (DHA) agreement with a 24-month commitment. The agent advised you that the premium movie channels (HBO, Showtime, Starz and Cinemax) are included with the America’s Everything Package at the price of $105.99 per month for one year. This price also includes DVR service and a Joey receiver fee. The agent also informed you that the DISH Movie Pack is a separate package and that it is free for three months. I regret any confusion. On the date of sale, we sent you a sales confirmation email to [redacted] detailing the DHA terms and billing. During our conversation you requested a copy of the sales call. To receive these records, please mail your subpoena request to: Mail: DISH Network LLC Attn: Subpoena Request [redacted] We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
February 21, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 13, 2018, we received your complaint, dated February 12, 2018, filed with the Revdex.com. You expressed concern that a refund was not automatically submitted by DISH Network when the equipment was received. You stated that you made a payment of $741.89 for the charges because your request for a two-week extension was not honored and your account was going to be reported to the credit bureaus. You were dissatisfied that you had to contact us to request a refund. Your DISH Network service was disconnected on November 29, 2017. At that time your account was left with a programming balance of $117.68. Please note that billing statements showing this balance were sent to you on December 1, 2017, and January 1, 2018. Please be advised that you have 30 days from the date of disconnection to return the equipment before unreturned equipment fees are applied. Boxes for the return of the equipment were shipped to your home on December 6, 2017, to the Colorado address that you provided when you contacted us to disconnect your service. Since the equipment was not returned within the required time frame, unreturned equipment fees totaling $694.00 plus tax were applied to your account on January 3, 2018, bringing your total balance to $811.68. On January 12, 2018, we received a payment of $117.68 for the programming balance. When you contacted us on January 31, 2018, our representatives advised you that DISH Network does not have the option to offer an extension as the fees are automatically applied by our system. Additionally, the fees cannot be removed until the equipment is returned. A payment of $741.89 was received on January 31, 2018, to cover the equipment fees. Our records show that a total credit of $546.00 was applied to your account on February 2 and 7, 2018, when the equipment was returned. However, we do not show that the LNBF (eye piece on the satellite dish) or one of the Joey receivers was returned; therefore, the $49.00 and $99.00 fees for this equipment were not removed. As a courtesy, I reversed the unreturned LNBF fee ($49.00). Please be advised that because the payment of $741.89 was a manual payment, our system did not recognize that a refund was due once the equipment was received. A refund of $576.29 was submitted on February 12, 2018, when you contacted us by phone. The refund was completed on February 14, 2018. When I spoke with you by phone on February 19, 2018, you indicated that you were unable to locate the Joey receiver. I made an exception and removed the fee from your account. I also removed a Pay-Per-View charge of $6.99 and I submitted a refund of $165.59 to your credit card account. Please allow three to five business days for processing. We appreciate your feedback regarding our business policies. 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]
my problem is they are a bad company and after waiting for the refund and not getting it I called them and had I not called they would have pocketed the money, yes I got it after I called them but that is bad business they got the equipment long ago and then they would not have sent my money if I had not called and if I had not contact the Revdex.com, I truely think they need to get out of business, there service dont work if it rains snows or there is a storm miles away the service goes out when you most need it , dish is worst company I have ever had to deal with , there is no resolution if they do not get out of the business, they are the worst company I have ever had to deal with, [redacted]
May 17, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On May 8, 2017, we received your complaint, dated May 5, 2017, filed with the Revdex.com. You maintain that you paid all debt owed to DISH Network, yet you continue to receive collection notices for your account. You asked that the balance be cleared and any related information be removed from your credit file. When we spoke today, I advised you that, while you did pay DISH Network $254.40 for an unbundled account balance, it did not satisfy your debt to DISH Network; namely, the prorated charges for services on the previously bundled account, an early termination fee for internet service and an unreturned modem fee. In an effort to better serve our customers, DISH Network merged all previously bundled and unbundled accounts into one billing system. As a result, your previously unpaid balance for bundled service was transferred to the unbundled account that has the early termination fee. In the interest of reaching a resolution, I waived the $70.00 early termination fee, $79.00 unreturned modem fee and a $49.00 unreturned equipment fee that you previously paid, leaving a balance of $240.34 for services provided up to the time of cancellation. We request that this balance be paid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
September 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 28, 2017, we received your correspondence, dated September 27, 2017, filed with the Revdex.com. You said that you were offered a $100.00 gift card at the time of sale, and you maintain you did not receive an email to redeem this offer. You requested a credit. When we spoke today, I informed you that I made an exception and applied a one-time credit of $100.00 to your account. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
January 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 13, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 18, 19 and 21, 2016, and I left one message, as there was no further options to leave a message. You indicated that you placed your account on DISH Pause, but you are now receiving bills for regular service charges. A review of your account reveals that on September 22, 2015, you called to place the account on DISH Pause and it was scheduled for three months. After this time frame was reached on December 22, 2015, your service was automatically restarted. Notification that DISH Pause expired was also sent to [redacted]@gmail.com on that same date. A review of your September 22, 2015, call reveals that the customer service agent informed you several times that DISH Pause was for three months and your service would be automatically restarted afterward. Please note that DISH Network offers DISH Pause as an option for temporary situations when the service cannot be used--it is not a long-term solution. As an exception, I removed your outstanding balance of $75.32 and placed the account on DISH Pause for nine months. Please contact me if the account is to remain on pause or be disconnected. Once the DISH Pause expires, you will begin to be billed for service. 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
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
November 14, 2016 Dear Ms. [redacted]: On November 11, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You expressed further concern with your DISH Network monthly charges. You again maintain that you were told your monthly rate would not exceed $63.00. As previously advised, the $30.00 monthly credit that was being applied to your account expired. On September 6, 2016, our representative agreed to provide you with a monthly $25.00 credit for three months. While the first $25.00 monthly credit was reflected on your September 6, 2016, billing statement of $38.00, the second $25.00 credit was not on your October 6, 2016, billing statement of $93.00. However, this was corrected when the $25.00 credit was applied to your account on October 19, 2016. You were also given credits totaling $60.00 for your billing concerns. These credits reduced your regular monthly bill of $68.00 to $13.00 for your November 6, 2016, billing statement. A review of the customer service calls from September 6, 2016, and October 11, 17 and 18, 2016, did not find that a monthly rate of $63.00 was promised. They advised you that your monthly rate was $68.00 and the monthly credit of $25.00 was promised on September 6, 2016, for three months. We are unable to provide you with additional monthly credits. Once the $25.00 monthly credit ends, you will be billed at the regular monthly rate of $93.00. The monthly charges on your account are correct for the services that you subscribe to. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
April 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 29, 2016, we received your complaint, dated March 25, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you experienced technical issues which led you to disconnect the service. When we spoke, I advised you that I made an exception and waived the $420.00 early termination fee due to the technical issues to which you referred. I also requested to have this item removed from your credit report. Please allow six to eight weeks for the credit bureaus to update their records. 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]
March 2, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. Summers: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You indicated that DISH Network offered a free Xbox system if a person referred three friends by December 31, 2015. You requested an Xbox because you referred three people for service. Our records reveal that you referred yourself and two other customers. However, the customer that established account [redacted] with referral certificate #[redacted] on December 19, 2016, canceled the sale and the system was never installed; therefore, you do not meet the qualifications for the Xbox offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
February 24, 2016 Mr. [redacted] and Ms. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On February 23, 2016, we received your correspondence, dated February 22, 2016, filed with the Revdex.com. You requested that a $30.00 monthly credit be applied to your account. When we spoke today, I advised you that I reviewed your recorded call that took place on February 2, 2016. I found that our agents addressed your concerns accurately and in a professional manner. I informed you that you may downgrade your programming package to assist with the monthly cost. While we truly appreciate your business, we are unable to continue to provide programming credits. As a courtesy, I waived your early termination fee. Your feedback and your concerns will be shared internally with the appropriate personnel. 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 cc: Tell us why here...
December 21, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You...
disputed the early termination fees associated with your DISH Network account. You stated that your internet service was too slow for your needs and that you experienced technical issues with your TV service.
When we spoke, I advised you that I made an exception and waived your internet early termination fees; however, our records do not reflect ongoing issues with your TV service. You reported that you had weather-related outages, which, I explained, are provided for in our customer agreement as they are out of DISH Network's control. As such, I am unable to waive your TV early termination fee.
Please note that we have no record of any purchased equipment on the account. Our records indicate that you installed internet service in December 2014; however, no TV equipment was added.
You requested to disconnect your service on December 23, 2015.
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]
June 9, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 8, 2017, we received your complaint, dated June 7, 2017, filed with the Revdex.com. You indicated you were not informed that you would lose your promotional offers if you placed your account on DISH Pause. When I spoke with you by telephone today, I advised you that placing your account on DISH Pause extends the life of the commitment, and all promotions are forfeited. As an exception, I reinstated your 2-year price guarantee for the America’s Top 120 +. However, the life of the commitment will be extended by the amount of time that your account is paused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
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[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 see that Dish was once again trying to contact me by phone, I suspect they were going to try and "Prompt" me to pay. The phone number used was invalid. But by trying to contact me other than by Mail or email, they once again proved their inability to work things out with regards to the customer' requests. Thank you for the quick resolution.
Sincerely,
[redacted]
Dear [redacted]: On June 17, 2016, we received your complaint, dated June 15, 2016, filed with the Revdex.com. You said that you have been trying to get the damage done to your home fixed, but with no success. You asked that we repair the damage. When we spoke,...
you confirmed that you have spoken with your claim manager, [redacted], (###-###-####, ext. [redacted]) regarding your claim. I told you to contact me if you need any assistance. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/08/11) */
July 30, 2015
[redacted]
XXXX XXXth [redacted] A
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with...
the Revdex.com.
You said that you didn't get what you were offered when you placed your order for DISH Network service.
When we spoke by phone, I advised you that I will review your sales call and follow up with you once this has been completed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 20, 2016 Dear Sir or [redacted]: On December 20, 2016, we received your complaint, dated December 19, 2016, filed with the Revdex.com. You expressed concern about receiving mailed marketing materials for DISH Network service. Most...
print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. I have placed your address on our Do Not Contact list. However, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two-to-three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail may still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association PO Box 643 Carmel, NY 10512 dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: US Postal Service PO Box 3744 Memphis, TN 38173-0744 usps.com/forms/_pdf/ps1500.pdf I hope this information will assist you. 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 ###-###-####
December 30, 2015 Mr. [redacted], IL [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com. My attempts to reach you by phone on December 28, 29 and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding the process you must follow in order to receive a gift card offered to you by [redacted]). Unfortunately, this is not a DISH Network offer and we are unable to address your concerns. Please contact [redacted]) regarding their promotion. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ([redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
September 9, 2016 Dear Mr. [redacted]: On August 31, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You said you moved, and you disputed the early termination fee. When I spoke with your sister (Brenda...
[redacted]) today, I advised her that you established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, the customer agrees to be bound to the term commitment even if the residence changes. Because your service was disconnected prior to the promotional fulfillment date, you were billed $340.00 for the early termination fee. You were also billed $496.00 for the unreturned leased equipment. Under the DHA promotion, you authorized DISH Network to access the qualifying credit card account to collect payment for the early termination and unreturned equipment fees. Please note that we offer a Move-In Deal promotion so that our customers can relocate their service to their new home. Ms. Bennettte said you are unable to retrieve the equipment from your previous address, and that you will pay for the equipment fees. I made an exception and removed the early termination fee from your account. I submitted a refund for $340.00. Please allow five business days for processing. I also removed the programming balance of $122.12 from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
December 8, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.com.
You said that you were...
put under a contract without your knowledge or approval. You also indicated that you were told service calls were free when you agreed to the Protection Plan. You requested to be released from your contract, the technical issues resolved and to receive a credit.
When we spoke, I advised you that I reviewed the recording of your call to upgrade your equipment. I found that our agent explained the contract requirement and you agreed to it. I also found that the Protection Plan was explained properly during this call. However, in the interest of customer service, I released you from your contract and set up a free service call.
I applied a $20.00 monthly credit to your account for the next ten months.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 1, 2016, we received your correspondence, dated February 29, 2016, filed with the Revdex.com. You said you were told that you would receive all the premium movie channels, free with your regular programming package, for $110.00 per month. You also expressed concern with the customer service you received. When we spoke today, I advised you that I reviewed your sales call that took place on December 19, 2015. The call reveals that the sales agent offered you the Digital Home Advantage (DHA) agreement with a 24-month commitment. The agent advised you that the premium movie channels (HBO, Showtime, Starz and Cinemax) are included with the America’s Everything Package at the price of $105.99 per month for one year. This price also includes DVR service and a Joey receiver fee. The agent also informed you that the DISH Movie Pack is a separate package and that it is free for three months. I regret any confusion. On the date of sale, we sent you a sales confirmation email to [redacted] detailing the DHA terms and billing. During our conversation you requested a copy of the sales call. To receive these records, please mail your subpoena request to: Mail: DISH Network LLC Attn: Subpoena Request [redacted] We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
February 21, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 13, 2018, we received your complaint, dated February 12, 2018, filed with the Revdex.com. You expressed concern that a refund was not automatically submitted by DISH Network when the equipment was received. You stated that you made a payment of $741.89 for the charges because your request for a two-week extension was not honored and your account was going to be reported to the credit bureaus. You were dissatisfied that you had to contact us to request a refund. Your DISH Network service was disconnected on November 29, 2017. At that time your account was left with a programming balance of $117.68. Please note that billing statements showing this balance were sent to you on December 1, 2017, and January 1, 2018. Please be advised that you have 30 days from the date of disconnection to return the equipment before unreturned equipment fees are applied. Boxes for the return of the equipment were shipped to your home on December 6, 2017, to the Colorado address that you provided when you contacted us to disconnect your service. Since the equipment was not returned within the required time frame, unreturned equipment fees totaling $694.00 plus tax were applied to your account on January 3, 2018, bringing your total balance to $811.68. On January 12, 2018, we received a payment of $117.68 for the programming balance. When you contacted us on January 31, 2018, our representatives advised you that DISH Network does not have the option to offer an extension as the fees are automatically applied by our system. Additionally, the fees cannot be removed until the equipment is returned. A payment of $741.89 was received on January 31, 2018, to cover the equipment fees. Our records show that a total credit of $546.00 was applied to your account on February 2 and 7, 2018, when the equipment was returned. However, we do not show that the LNBF (eye piece on the satellite dish) or one of the Joey receivers was returned; therefore, the $49.00 and $99.00 fees for this equipment were not removed. As a courtesy, I reversed the unreturned LNBF fee ($49.00). Please be advised that because the payment of $741.89 was a manual payment, our system did not recognize that a refund was due once the equipment was received. A refund of $576.29 was submitted on February 12, 2018, when you contacted us by phone. The refund was completed on February 14, 2018. When I spoke with you by phone on February 19, 2018, you indicated that you were unable to locate the Joey receiver. I made an exception and removed the fee from your account. I also removed a Pay-Per-View charge of $6.99 and I submitted a refund of $165.59 to your credit card account. Please allow three to five business days for processing. We appreciate your feedback regarding our business policies. 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]
my problem is they are a bad company and after waiting for the refund and not getting it I called them and had I not called they would have pocketed the money, yes I got it after I called them but that is bad business they got the equipment long ago and then they would not have sent my money if I had not called and if I had not contact the Revdex.com, I truely think they need to get out of business, there service dont work if it rains snows or there is a storm miles away the service goes out when you most need it , dish is worst company I have ever had to deal with , there is no resolution if they do not get out of the business, they are the worst company I have ever had to deal with, [redacted]
May 17, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On May 8, 2017, we received your complaint, dated May 5, 2017, filed with the Revdex.com. You maintain that you paid all debt owed to DISH Network, yet you continue to receive collection notices for your account. You asked that the balance be cleared and any related information be removed from your credit file. When we spoke today, I advised you that, while you did pay DISH Network $254.40 for an unbundled account balance, it did not satisfy your debt to DISH Network; namely, the prorated charges for services on the previously bundled account, an early termination fee for internet service and an unreturned modem fee. In an effort to better serve our customers, DISH Network merged all previously bundled and unbundled accounts into one billing system. As a result, your previously unpaid balance for bundled service was transferred to the unbundled account that has the early termination fee. In the interest of reaching a resolution, I waived the $70.00 early termination fee, $79.00 unreturned modem fee and a $49.00 unreturned equipment fee that you previously paid, leaving a balance of $240.34 for services provided up to the time of cancellation. We request that this balance be paid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]