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. Just to be clear, the dispute wasn't about being charged for the PPV. It was about being able to buy it and record it successfully. [redacted] offered an upgrade of equipment and verbally agreed that if this situation arose again that I would be relieved of satellite TV service without an early termination fee. I have accepted these terms. I feel that the text in his response is a little misleading, so I want to make it clear.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/09) */
June 5, 2015
Mr. [redacted]
12416 State Rd. 24
Cedar Key, FL 32625
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with the...
Revdex.com.
You maintain that a $49.99 payment was collected without your authorization. You requested a refund for the amount collected to establish the service and you disputed the early termination fee. You also asked that the equipment be removed from your home and you expressed dissatisfaction with the customer service you received.
When we spoke on June 4, 2015, I advised you that your service was established through [redacted]., an independent retailer. The $49.99 processing fee was collected by that company. Because DISH Network did not collect this payment, we are unable honor your refund request.
Your sales call was reviewed and we found that the $49.99 processing fee, the Digital Home Advantage (DHA) terms and the billing were fully disclosed. The call also reveals that you agreed to the payment for the processing fee and the first month of service. Please note that a sales confirmation email was also sent to you at [redacted].com on May 26, 2015, detailing the terms of the promotion and billing.
We encourage you to contact [redacted]. directly at ([redacted] regarding your refund request.
Although you were provided with accurate information and the $49.99 payment was approved, I made an exception and waived your DHA early termination fee. You may cancel your service at any time without penalty.
A return box and label will be delivered to your home by UPS after the disconnection of service. A $10.00 return shipping fee will be billed to your account. We do not offer a service to remove equipment.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
providing that they live up to their end of this, then fine. I'm still dissatisfied by the tactics and methods used by DISH, but will be satisfied by putting this company behind me. $49 unauthorized plus $10 equipment return shipping= $59 to teach me not to do business with DISH
September 20, 2016 Dear Ms. [redacted]: On September 9, 2016, we received your complaint, dated September 8, 2016, filed with the Revdex.com. You mentioned the following concerns: · Recording...
on channel 30 (WRAY) · Messages · Credit request · Commitment Our records reveal that this issue was addressed and resolved through the Federal Communications Commission. Enclosed is a copy of that correspondence for your review. Although our hours do not coincide, we have spoken several times and we have been able to communicate via voicemail. Our agreement is to provide programming to you, which was done. The DVR option is a feature of our system and since you received the programming, the 24-month commitment remains valid. 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 ###-###-#### Enclosure
August 8, 2016 Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 25, 2016, filed with the Revdex.com. You indicated that you have experienced technical issues and you were not provided a time-without-service credit nor a...
technician visit. When I spoke with you by telephone today, you informed me that, although your service has improved since the technician visit that was completed on July 26, 2016, you are still experiencing technical difficulties. I scheduled another technician visit for Thursday, August 11, 2016, between the hours of 8:00 am and 10:00 am. I also applied a time-without-service credit for one month of service ($112.98). 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
Tell us why here.March 8, 2016 Ms. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You expressed further concern with the early termination fees to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. As previously advised, your TV and internet services each required a 24-month commitment. I made an exception and waived the term commitment for your internet service; however, the term commitment for your TV service remained valid because the technical issues reported were weather-related. As a result, an early termination fee of $340.00 was applied to your account on February 25, 2016. We are unable to honor your request to waive this fee. You also maintain that your roof was damaged by one of the dish installations. Please be advised that you will need to file a damage claim so DISH Network may research this concern. You may open a claim by contacting our Office of the President at [redacted] If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]..
Dear Ms. [redacted]: On January 18, 2018, we received your correspondence, dated January 17, 2018, filed with the Revdex.com. You expressed concern with the sale of your service in 2014. You indicated that you canceled the order and maintain that a refund of $31.92 has been owed to you since March 4, 2014. You also said you received a letter from the National Consumer Telecom & Utilities Exchange (NCTUE) and a notice from [redacted] regarding your credit file. You requested your information be updated with NCTUE and the credit bureaus and that you receive the refund. You also provided feedback regarding your customer service experience. When we spoke on January 23, 2018, I informed you that I was unable to locate a DISH Network account with the information you provided. You provided me with your Social Security Number and I was also unable to locate a qualification inquiry. You agreed to send me documentation supporting your concerns. I sent an email to you at [redacted] with my contact information. Please scan and email your supporting documentation to christina.a[redacted]@dish.com. 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 23, 2016, filed with the Revdex.com. You said that you were charged an early termination fee and that when you restored your account you were told you would receive a refund. However, you have not received the refund. When we spoke, I told you that we will refund $340.00 to your credit card account within three business days. 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]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your correspondence, dated August 31,...
2015, filed with the Revdex.com.
You stated that you contacted Planet Dish, an independent retail service provider, primarily seeking internet service. You were offered a package price that included internet and DISH Network TV service. The TV service was installed but the internet was not. You were later informed that internet was not available. You would like to disconnect the TV service without penalty.
When we spoke today, I advised you that Planet Dish stated that CenturyLink internet was available in your area. You indicated that CenturyLink was your current provider and you explained that you did not wish to retain their service. As a courtesy, I waived your TV early termination fee. You accepted this resolution and you agreed to contact me when you were ready to disconnect the service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear [redacted]: On June 28, 2017, we received your correspondence, dated June 27, 2017, filed with the Revdex.com. You said you were told you had no term commitment and you maintain that you agreed to a 24-month price increase, and you expressed concern with the increased monthly billing rate. You disputed the early termination fee. You also provided feedback regarding your customer service experience. When we spoke today, I attempted to explain that when I reviewed your sales call from February 27, 2016, I found that the sales agent provided you with full disclosure for the Digital Home Advantage (DHA) promotion with a 24-month commitment. The agent advised you that you would be billed the current everyday price of $43.99 plus tax for the Smart Pack and one HD receiver. Under this promotion, we provided you with the premium channels free for three months and the Protection Plan free for six months. When the free service ended the regular price was applied, causing your price to increase. Please note that on January 17, 2017, the local channel price was separated from the core programming price. As a result your bill increased, making your monthly billing rate for the Smart Pack and Locals with an HD receiver $50.18 with tax. I regret any confusion. Our local office was unable to locate your signed DHA agreement; therefore, your early termination fee was waived. You may cancel the service at any time with no penalty. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
December 14, 2016 Dear Mr. [redacted]: On December 7, 2016, we received your complaint, dated December 5, 2016, filed with the Revdex.com. You indicated that you agreed to a guaranteed rate of $61.64 but it was increased to $66.44. You were told it...
was because of the area you are in. I unsuccessfully attempted to contact you at ###-###-#### on December 8, 9 and 14, 2016, and I left three messages. A review of this account reveals that you did not have the local channels active and when the local channels were added to your account, the price was increased by $5.00. Since the price you were quoted included the local channels, we applied a $5.00 monthly credit to your account for the remaining months of your 24-month agreement. Please note that you will receive an additional $5.00 monthly credit for the next ten months. Although the credit is labeled “$5.00 of 24”, this is a typographical error. This credit will only be available through the first 12 months of your agreement. I apologize for the confusion. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
December 13, 2016 Dear Mr. [redacted]: On December 12, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.com. You expressed further concern with the interruption of your DISH Network service and the early termination fee. You also included numerous emails that were sent to the Revdex.com, which were also sent to me. As previously advised, I have corresponded with you via email several times and addressed all of your concerns. Your service was disconnected on December 12, 2016. At that time, your account was left with a balance of $124.50 for services rendered through the interruption date of November 12, 2016. Since your term commitment was not fulfilled, you were charged an early termination fee of $280.00. You were also charged an equipment return fee of $10.00, bringing your total balance to $418.80. Please be advised that your contractual agreement (previously enclosed) discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. The charges on your account are valid and will not be removed. 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, 6:30 am – 3:00 pm MDT ###-###-####
March 23, 2018 Ms. [redacted] and Mr. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Ms. [redacted] and Mr. [redacted]: On March 13, 2018, we received your complaint, dated March 12, 2018, filed with the Revdex.com. You indicated that you purchased a [redacted] sound bar from our technician, but it did not work when he left. You expressed concern that you were referred to [redacted] by customer service. You requested that we provide you with a free technician visit to troubleshoot the sound bar or a refund for the product. When I spoke with you by telephone today, I scheduled a free technician visit for Sunday, March 25, 2018, between the hours of 12:00 pm and 5:00 pm. I regret that you are dissatisfied with the customer service you received. 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, 4, 2015/10/05) */
October 1, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28, 2015, filed...
with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on September 29 and 30, 2015, and October 1, 2015, were unsuccessful; however, I left three messages.
You mentioned the following concerns:
Billing due date
Credit Card AutoPay (CCA)
Internet service
Early termination fees
You expressed concern with the change to your billing due date. To align your billing due date with the start of your billing period, your billing due date was changed to five days earlier. Notification of this change was provided in your July 9, 2015, billing statement.
You maintain that CCA was not removed as you requested. Our records do not show that you contacted us regarding your concerns with CCA. While we offered to remove it on August 26, 2015, when you contacted us regarding your concerns with the billing due date, the call was disconnected; therefore, no action was taken. CCA was removed automatically because we received two disputes ($115.27 and $98.12) from your financial institution.
You expressed dissatisfaction with your internet service. The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
You disputed the early termination fees that were applied to your account. Your TV and internet services were activated on March 24, 2015, with a 24-month commitment for each service. Your service was disconnected on September 22, 2015. Since your term commitments were not fulfilled, early termination fees of $332.50 and $380.00 were applied for the internet and TV services respectively.
I made an exception and reversed the internet early termination fee; however, the TV early termination fee is valid because we have no reported issues with this service. Enclosed is a copy of your 24-month agreement for your review. You may restart only your TV service to avoid this fee.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dish failed to address the original complaint. Gift card was to be issued 6 to 8 weeks from the date of installation September 21st. No gift card received as of today going on 12 weeks. Case to be open till receipt and final determining of the company business sales practice in regards to this issue
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The reply given to the Revdex.com included some specifics that were unknown. The intent of my complaint was to remedy a timely application of credits or even billing adjustments to our bill through our Frontier Bundle Service. The billing adjustments sometimes takes 2 or more billing periods that require us to pay the inflated fee.On March 1st you stated in your email correspondence to us:" Your billing information is accepted by Frontier on the 1st of every month."In your reply to Revdex.com you stated."Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month."Therefore we pay the inflated fee for the remainder of the month and an additional month due to the planned billing cycles not accommodating the client but clearly accommodating Dish Network. In light of the new information we would like to ask that any of our future account adjustments be sent immediately to Frontier for timely billing adjustments reflected from the day the discount is applied and agreed upon between us and the Dish Representative.
Complaint: [redacted]
I am rejecting this response because: they did not change the due date. The entire complaint was based upon the fact that DISH network refuses to expedite the change in due date since I have been trying since October 15, 2015 to have it done. Told [redacted] they should have a follow up que for their customer service agents to quickly resolve requests so this does not happen to another customer. Also [redacted] said she would call me back the next day and never did. very poor customer service. disappointed in DISH Network.
Sincerely,
[redacted]
February 15, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 6, 2018, we received your correspondence, dated February 5, 2018, filed with the Revdex.com. You said your monthly bill increased and funds were collected from your bank account without your authorization. You disputed the balance due and the early termination fee I attempted to reach you at ([redacted] on February 12, 13 and 15, 2018. I left three voice messages. I also sent an email to [redacted]. A review of your account reveals that it was on DISH Pause for six months at the monthly rate of $5.00 plus tax. When you enrolled in AutoPay, you authorized DISH Network to collect payment with your credit card ending in [redacted]. Your account has been enrolled in AutoPay since 2015. On November 2, 2017, the service was restarted automatically and you were billed your regular monthly charges. When you called on November 28, 2018, you accepted our Preferred Customer Offer for the America’s Top 120 package and local channels with a two-year price guarantee and a 24-month commitment. The monthly billing rate is $54.99 before tax. Per your request, AutoPay was also removed from your account at that time. Your account was disconnected due to nonpayment on January 4, 2018. Because it was disconnected prior to the promotional fulfillment date, you were billed $220.00 for an early termination fee. In the interest of coming to an agreement, I made an exception and removed the balance of $372.65 from your account. This includes the early termination and equipment return fees and charges for programming rendered. To avoid being billed for unreturned equipment, please return the receiver and remotes. A return box and label was delivered to your address by [redacted] on February 13, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On January 19, 2018, we received your complaint, dated January 18, 2018, filed with the Revdex.com. You indicated that you have not received the remote that you ordered. You requested that the remote be provided, and an account credit for being unable to watch TV without a remote. As indicated in our email correspondence, our records confirm that a payment of $27.44 was received on January 10, 2018. However, we do not show that an order for a new remote was placed. As a result, you were not charged for a remote. A refund of $27.44 was applied to your credit card account on January 22, 2018. I requested that a remote be shipped to your home at no cost. Please allow up to five business days for delivery. As a courtesy, I applied a credit of $21.65 to your account for the time without service. 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]
September 30, 2016 Dear Mr. Roser: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you...
were advised that you would not be charged DVR fees and you disputed the capabilities of the Hopper receiver. When we spoke, I advised you that as you initiated your account through an independent retailer, I requested to have your sales call reviewed. It was found that you were advised of the $12.00 DVR fee and, as such, we are unable to honor your request to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/11/13) */
November 12, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 30, 2015, we received your correspondence, dated October 29, 2015,...
filed with the Revdex.com.
You stated that when you purchased your DISH Network service from Linx Satellite, an independent retail service provider, you were promised your promotional price and the premium channels for the 24-month term of your contract. Additionally, you were assured that you could disconnect your service without penalty within 30 days of the purchase date. You are dissatisfied with the service and contacted DISH Network to disconnect your account. You were informed that you would be charged an early termination fee. You requested that your account be disconnected without penalty as you were previously assured.
When we spoke today, I explained that our attempts to confirm your claims with Linx have been unsuccessful. As a courtesy, I agreed to waive your early termination fee and disconnect your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got a letter from the DISH representative stating that they will honor the commitment made by the sales rep. If anything else negative will rise out of this I will update the complaint, meanwhile I am awaiting the return box for the equipment and the final bill without early termination fees and etc.
Thank you for your help.
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. Just to be clear, the dispute wasn't about being charged for the PPV. It was about being able to buy it and record it successfully. [redacted] offered an upgrade of equipment and verbally agreed that if this situation arose again that I would be relieved of satellite TV service without an early termination fee. I have accepted these terms. I feel that the text in his response is a little misleading, so I want to make it clear.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/09) */
June 5, 2015
Mr. [redacted]
12416 State Rd. 24
Cedar Key, FL 32625
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with the...
Revdex.com.
You maintain that a $49.99 payment was collected without your authorization. You requested a refund for the amount collected to establish the service and you disputed the early termination fee. You also asked that the equipment be removed from your home and you expressed dissatisfaction with the customer service you received.
When we spoke on June 4, 2015, I advised you that your service was established through [redacted]., an independent retailer. The $49.99 processing fee was collected by that company. Because DISH Network did not collect this payment, we are unable honor your refund request.
Your sales call was reviewed and we found that the $49.99 processing fee, the Digital Home Advantage (DHA) terms and the billing were fully disclosed. The call also reveals that you agreed to the payment for the processing fee and the first month of service. Please note that a sales confirmation email was also sent to you at [redacted].com on May 26, 2015, detailing the terms of the promotion and billing.
We encourage you to contact [redacted]. directly at ([redacted] regarding your refund request.
Although you were provided with accurate information and the $49.99 payment was approved, I made an exception and waived your DHA early termination fee. You may cancel your service at any time without penalty.
A return box and label will be delivered to your home by UPS after the disconnection of service. A $10.00 return shipping fee will be billed to your account. We do not offer a service to remove equipment.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
providing that they live up to their end of this, then fine. I'm still dissatisfied by the tactics and methods used by DISH, but will be satisfied by putting this company behind me. $49 unauthorized plus $10 equipment return shipping= $59 to teach me not to do business with DISH
September 20, 2016 Dear Ms. [redacted]: On September 9, 2016, we received your complaint, dated September 8, 2016, filed with the Revdex.com. You mentioned the following concerns: · Recording...
on channel 30 (WRAY) · Messages · Credit request · Commitment Our records reveal that this issue was addressed and resolved through the Federal Communications Commission. Enclosed is a copy of that correspondence for your review. Although our hours do not coincide, we have spoken several times and we have been able to communicate via voicemail. Our agreement is to provide programming to you, which was done. The DVR option is a feature of our system and since you received the programming, the 24-month commitment remains valid. 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 ###-###-#### Enclosure
August 8, 2016 Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 25, 2016, filed with the Revdex.com. You indicated that you have experienced technical issues and you were not provided a time-without-service credit nor a...
technician visit. When I spoke with you by telephone today, you informed me that, although your service has improved since the technician visit that was completed on July 26, 2016, you are still experiencing technical difficulties. I scheduled another technician visit for Thursday, August 11, 2016, between the hours of 8:00 am and 10:00 am. I also applied a time-without-service credit for one month of service ($112.98). 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
Tell us why here.March 8, 2016 Ms. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You expressed further concern with the early termination fees to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. As previously advised, your TV and internet services each required a 24-month commitment. I made an exception and waived the term commitment for your internet service; however, the term commitment for your TV service remained valid because the technical issues reported were weather-related. As a result, an early termination fee of $340.00 was applied to your account on February 25, 2016. We are unable to honor your request to waive this fee. You also maintain that your roof was damaged by one of the dish installations. Please be advised that you will need to file a damage claim so DISH Network may research this concern. You may open a claim by contacting our Office of the President at [redacted] If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]..
January 24, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 18, 2018, we received your correspondence, dated January 17, 2018, filed with the Revdex.com. You expressed concern with the sale of your service in 2014. You indicated that you canceled the order and maintain that a refund of $31.92 has been owed to you since March 4, 2014. You also said you received a letter from the National Consumer Telecom & Utilities Exchange (NCTUE) and a notice from [redacted] regarding your credit file. You requested your information be updated with NCTUE and the credit bureaus and that you receive the refund. You also provided feedback regarding your customer service experience. When we spoke on January 23, 2018, I informed you that I was unable to locate a DISH Network account with the information you provided. You provided me with your Social Security Number and I was also unable to locate a qualification inquiry. You agreed to send me documentation supporting your concerns. I sent an email to you at [redacted] with my contact information. Please scan and email your supporting documentation to christina.a[redacted]@dish.com. 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 26, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 23, 2016, filed with the Revdex.com. You said that you were charged an early termination fee and that when you restored your account you were told you would receive a refund. However, you have not received the refund. When we spoke, I told you that we will refund $340.00 to your credit card account within three business days. 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]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your correspondence, dated August 31,...
2015, filed with the Revdex.com.
You stated that you contacted Planet Dish, an independent retail service provider, primarily seeking internet service. You were offered a package price that included internet and DISH Network TV service. The TV service was installed but the internet was not. You were later informed that internet was not available. You would like to disconnect the TV service without penalty.
When we spoke today, I advised you that Planet Dish stated that CenturyLink internet was available in your area. You indicated that CenturyLink was your current provider and you explained that you did not wish to retain their service. As a courtesy, I waived your TV early termination fee. You accepted this resolution and you agreed to contact me when you were ready to disconnect the service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
June 28, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 28, 2017, we received your correspondence, dated June 27, 2017, filed with the Revdex.com. You said you were told you had no term commitment and you maintain that you agreed to a 24-month price increase, and you expressed concern with the increased monthly billing rate. You disputed the early termination fee. You also provided feedback regarding your customer service experience. When we spoke today, I attempted to explain that when I reviewed your sales call from February 27, 2016, I found that the sales agent provided you with full disclosure for the Digital Home Advantage (DHA) promotion with a 24-month commitment. The agent advised you that you would be billed the current everyday price of $43.99 plus tax for the Smart Pack and one HD receiver. Under this promotion, we provided you with the premium channels free for three months and the Protection Plan free for six months. When the free service ended the regular price was applied, causing your price to increase. Please note that on January 17, 2017, the local channel price was separated from the core programming price. As a result your bill increased, making your monthly billing rate for the Smart Pack and Locals with an HD receiver $50.18 with tax. I regret any confusion. Our local office was unable to locate your signed DHA agreement; therefore, your early termination fee was waived. You may cancel the service at any time with no penalty. 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
December 14, 2016 Dear Mr. [redacted]: On December 7, 2016, we received your complaint, dated December 5, 2016, filed with the Revdex.com. You indicated that you agreed to a guaranteed rate of $61.64 but it was increased to $66.44. You were told it...
was because of the area you are in. I unsuccessfully attempted to contact you at ###-###-#### on December 8, 9 and 14, 2016, and I left three messages. A review of this account reveals that you did not have the local channels active and when the local channels were added to your account, the price was increased by $5.00. Since the price you were quoted included the local channels, we applied a $5.00 monthly credit to your account for the remaining months of your 24-month agreement. Please note that you will receive an additional $5.00 monthly credit for the next ten months. Although the credit is labeled “$5.00 of 24”, this is a typographical error. This credit will only be available through the first 12 months of your agreement. I apologize for the confusion. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
December 13, 2016 Dear Mr. [redacted]: On December 12, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.com. You expressed further concern with the interruption of your DISH Network service and the early termination fee. You also included numerous emails that were sent to the Revdex.com, which were also sent to me. As previously advised, I have corresponded with you via email several times and addressed all of your concerns. Your service was disconnected on December 12, 2016. At that time, your account was left with a balance of $124.50 for services rendered through the interruption date of November 12, 2016. Since your term commitment was not fulfilled, you were charged an early termination fee of $280.00. You were also charged an equipment return fee of $10.00, bringing your total balance to $418.80. Please be advised that your contractual agreement (previously enclosed) discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. The charges on your account are valid and will not be removed. 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, 6:30 am – 3:00 pm MDT ###-###-####
March 23, 2018 Ms. [redacted] and Mr. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Ms. [redacted] and Mr. [redacted]: On March 13, 2018, we received your complaint, dated March 12, 2018, filed with the Revdex.com. You indicated that you purchased a [redacted] sound bar from our technician, but it did not work when he left. You expressed concern that you were referred to [redacted] by customer service. You requested that we provide you with a free technician visit to troubleshoot the sound bar or a refund for the product. When I spoke with you by telephone today, I scheduled a free technician visit for Sunday, March 25, 2018, between the hours of 12:00 pm and 5:00 pm. I regret that you are dissatisfied with the customer service you received. 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, 4, 2015/10/05) */
October 1, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28, 2015, filed...
with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on September 29 and 30, 2015, and October 1, 2015, were unsuccessful; however, I left three messages.
You mentioned the following concerns:
Billing due date
Credit Card AutoPay (CCA)
Internet service
Early termination fees
You expressed concern with the change to your billing due date. To align your billing due date with the start of your billing period, your billing due date was changed to five days earlier. Notification of this change was provided in your July 9, 2015, billing statement.
You maintain that CCA was not removed as you requested. Our records do not show that you contacted us regarding your concerns with CCA. While we offered to remove it on August 26, 2015, when you contacted us regarding your concerns with the billing due date, the call was disconnected; therefore, no action was taken. CCA was removed automatically because we received two disputes ($115.27 and $98.12) from your financial institution.
You expressed dissatisfaction with your internet service. The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
You disputed the early termination fees that were applied to your account. Your TV and internet services were activated on March 24, 2015, with a 24-month commitment for each service. Your service was disconnected on September 22, 2015. Since your term commitments were not fulfilled, early termination fees of $332.50 and $380.00 were applied for the internet and TV services respectively.
I made an exception and reversed the internet early termination fee; however, the TV early termination fee is valid because we have no reported issues with this service. Enclosed is a copy of your 24-month agreement for your review. You may restart only your TV service to avoid this fee.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dish failed to address the original complaint. Gift card was to be issued 6 to 8 weeks from the date of installation September 21st. No gift card received as of today going on 12 weeks. Case to be open till receipt and final determining of the company business sales practice in regards to this issue
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The reply given to the Revdex.com included some specifics that were unknown. The intent of my complaint was to remedy a timely application of credits or even billing adjustments to our bill through our Frontier Bundle Service. The billing adjustments sometimes takes 2 or more billing periods that require us to pay the inflated fee.On March 1st you stated in your email correspondence to us:" Your billing information is accepted by Frontier on the 1st of every month."In your reply to Revdex.com you stated."Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month."Therefore we pay the inflated fee for the remainder of the month and an additional month due to the planned billing cycles not accommodating the client but clearly accommodating Dish Network. In light of the new information we would like to ask that any of our future account adjustments be sent immediately to Frontier for timely billing adjustments reflected from the day the discount is applied and agreed upon between us and the Dish Representative.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: they did not change the due date. The entire complaint was based upon the fact that DISH network refuses to expedite the change in due date since I have been trying since October 15, 2015 to have it done. Told [redacted] they should have a follow up que for their customer service agents to quickly resolve requests so this does not happen to another customer. Also [redacted] said she would call me back the next day and never did. very poor customer service. disappointed in DISH Network.
Sincerely,
[redacted]
February 15, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 6, 2018, we received your correspondence, dated February 5, 2018, filed with the Revdex.com. You said your monthly bill increased and funds were collected from your bank account without your authorization. You disputed the balance due and the early termination fee I attempted to reach you at ([redacted] on February 12, 13 and 15, 2018. I left three voice messages. I also sent an email to [redacted]. A review of your account reveals that it was on DISH Pause for six months at the monthly rate of $5.00 plus tax. When you enrolled in AutoPay, you authorized DISH Network to collect payment with your credit card ending in [redacted]. Your account has been enrolled in AutoPay since 2015. On November 2, 2017, the service was restarted automatically and you were billed your regular monthly charges. When you called on November 28, 2018, you accepted our Preferred Customer Offer for the America’s Top 120 package and local channels with a two-year price guarantee and a 24-month commitment. The monthly billing rate is $54.99 before tax. Per your request, AutoPay was also removed from your account at that time. Your account was disconnected due to nonpayment on January 4, 2018. Because it was disconnected prior to the promotional fulfillment date, you were billed $220.00 for an early termination fee. In the interest of coming to an agreement, I made an exception and removed the balance of $372.65 from your account. This includes the early termination and equipment return fees and charges for programming rendered. To avoid being billed for unreturned equipment, please return the receiver and remotes. A return box and label was delivered to your address by [redacted] on February 13, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 25, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 19, 2018, we received your complaint, dated January 18, 2018, filed with the Revdex.com. You indicated that you have not received the remote that you ordered. You requested that the remote be provided, and an account credit for being unable to watch TV without a remote. As indicated in our email correspondence, our records confirm that a payment of $27.44 was received on January 10, 2018. However, we do not show that an order for a new remote was placed. As a result, you were not charged for a remote. A refund of $27.44 was applied to your credit card account on January 22, 2018. I requested that a remote be shipped to your home at no cost. Please allow up to five business days for delivery. As a courtesy, I applied a credit of $21.65 to your account for the time without service. 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]
September 30, 2016 Dear Mr. Roser: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you...
were advised that you would not be charged DVR fees and you disputed the capabilities of the Hopper receiver. When we spoke, I advised you that as you initiated your account through an independent retailer, I requested to have your sales call reviewed. It was found that you were advised of the $12.00 DVR fee and, as such, we are unable to honor your request to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/11/13) */
November 12, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 30, 2015, we received your correspondence, dated October 29, 2015,...
filed with the Revdex.com.
You stated that when you purchased your DISH Network service from Linx Satellite, an independent retail service provider, you were promised your promotional price and the premium channels for the 24-month term of your contract. Additionally, you were assured that you could disconnect your service without penalty within 30 days of the purchase date. You are dissatisfied with the service and contacted DISH Network to disconnect your account. You were informed that you would be charged an early termination fee. You requested that your account be disconnected without penalty as you were previously assured.
When we spoke today, I explained that our attempts to confirm your claims with Linx have been unsuccessful. As a courtesy, I agreed to waive your early termination fee and disconnect your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got a letter from the DISH representative stating that they will honor the commitment made by the sales rep. If anything else negative will rise out of this I will update the complaint, meanwhile I am awaiting the return box for the equipment and the final bill without early termination fees and etc.
Thank you for your help.