Initial Business Response /* (1000, 5, 2015/06/19) */
June 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 15, 2015, we received your complaint, dated June 11, 2015, filed with the Better...
Business Bureau.
You said that you received an offer in the mail for Starz, HBO and Cinemax free for three months; however, you stated that our customer service agents would not honor the offer. You requested that we honor the offer you received and provide you with a lower rate for service.
When we spoke, I advised you that our direct promotional offers have a code on them and I asked for the code for the offer you received. You agreed to locate the offer and call me back with the correct promotion code.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as all balances have been removed and my account stays closed with the company. I have returned the equipment as directed.
Sincerely,
[redacted]
October 3, 2016 Dear Mr. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said you...
experienced technical issues. When we spoke, I advised you that although you did not provide DISH Network with any opportunity to resolve your issue and while you received all the benefits of our 24-month commitment, you did not sign your customer agreement. As such, I waived the early termination fee associated with 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
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 called [redacted] with Dish on 2/5/2016 and requested that Dish terminate my service as they agreed to, sometime during the week of 2/8/2016.
Sincerely,
[redacted]
Initial Business Response /* (1000, 11, 2015/07/08) */
July 1, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with...
the Revdex.com.
You stated that you experienced equipment issues with your DISH Network service when it was installed in July 2014. This led you to disconnect the service. You disputed the $479.55 balance owed on your disconnected account.
In our June 29, 2015, email correspondence, you indicated that DISH Network collected funds from your account without authorization. You declined to provide support of these payments. I confirmed that your account was disconnected on April 28, 2015. I agreed to waive your $300.00 early termination fee, as a courtesy. However, I explained that I was unable to provide the refund that you requested, as you have an outstanding balance of $158.55.
You were displeased that your request was not met. You requested no further contact on the matter, and to be placed on our Do Not Contact list.
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 /* (3000, 13, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't owe anything and they still have not refunded the $90.07 that was taken out of my account.
The $90.07 was not reimbursed back to my bank account.
I never had any service at all.
I had called the company and got hung up on or got snotty remarks from the companies employees.
This company should b shut down due to the fact that their equipment don't work, heats up and doesn't work and for the rude behavior of the employees.
I have called the company so many times to send the equipment back and I waited three months to get the boxes.
U need to treat your customers better and train your employees to have better manners.
If I had gotten a complaint from a customer I wouldn't be so quick to respond. I would do a full and thorough investigation and refund the money they wanted.
A happy customer is a repeat customer.
Plus you have a snotty attitude also Ms. [redacted]
I dont appreciate the way you emailed me and the things you said.
Like I said I don't owe anything since my service hasn't been connected since the 1st month we had this service.
If I had to do a survey on the company they would get all 0 (definitely not a good company) 0 (definitely would not recommend this company to anyone) 0 (service did not meet the requirements for an enjoyable experience)
Overall 100% two thumbs down for this company.
:-(
Final Consumer Response /* (3000, 27, 2015/08/13) */
[redacted]Document Attached[redacted]
This is a letter that dish network sent to my bank about the $90.07
The letter says:
To whom it may concern:
Thank you for contacting Dish network and allowing us to assist in resolving this issue. The disputed payment was applied to the customer's account for services rendered and has been deemed valid. We look forward to this case being resolved in Dish network's favor with the chargeback being reversed and the original payment upheld.
Sincerely,
Dish network chargeback team
Customer management operations.
My bank sent me this letter.
Dish network did not send me anything stating they sent this letter to my bank.
The equipment didn't work at that time.
So I want my $90.07 that I disputed but didn't get.
Why should I pay for faulty equipment and for not being able to watch tv?
Final Business Response /* (4000, 30, 2015/08/25) */
August 20, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 13, 2015, we received your correspondence, dated August 19, 2015, filed with the Revdex.com.
You continue to request that DISH Network provide you a $90.07 refund for your declined credit card account dispute. You are claiming service issues.
As previously explained in my July 22, 2015, response, (enclosed for your review) you are not owed a refund of $90.07; the dispute denial is valid. Your claim of service issues was unreported and, therefore, unsubstantiated. No further funds are due. Your balance owed is $158.55. This matter has been fully addressed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that DISH Network refused to send you a copy of your customer agreement.
When we spoke, I advised you that our records indicate that you agreed to a 24-month commitment and, as such, your early termination fee is valid.
Enclosed is a copy of your Digital Home Advantage agreement. Please note that we have no previous records of any requests for it to be sent.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign a 2 year agreement or any agreement or contract with the company. Even if so I stayed over 3 years with them as I stated in my complaint. The company refuses to show me the signed agreement they mention. I asked them repeatedly to see my signature in any agreement or contract but they do not respond because they do not have such signature.
Final Business Response /* (4000, 8, 2015/05/11) */
May 7, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 7, 2015, we received your rebuttal, dated May 5, 2015, filed with the Revdex.com.
You said that you did not sign an agreement with DISH Network and that we have not responded to your requests for a copy of your agreement.
A copy of your Digital Home Advantage customer agreement was enclosed in my last response. I have enclosed another copy in this response in case you did not receive my previous one.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 10, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign an agreement with DISH Network and I did not received any copy or respond of any kind from the DISH Network. if they have any sign agreement why they refuse to give it to me or send it to the Revdex.com office?
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
Ms. [redacted]
16 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the...
Revdex.com.
You expressed dissatisfaction with the customer service that you received when you contacted us to restart your service.
We strive to provide excellent service and regret that your experience was unfavorable, and we appreciate that you have brought this to our attention so that we [redacted] address it internally with the appropriate personnel.
Our records confirm that your service was restarted on June 17, 2015, when you made a payment of $173.00. We also show that a credit of $50.00 was applied to your account.
When I spoke with you by phone on June 23, 2015, I advised you that I applied a credit of $110.67 to your account for your inconvenience. This will cover your service through July 18, 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 4, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You stated that when you agreed to upgrade your equipment with a 24-month commitment, you were assured that additional discounts would be provided once your initial discounts ended in February 2017 (after the first year). You also mentioned that the cost of your local channels increased and your local [redacted] station was removed. Our records show that you were enrolled in a 24-month commitment when your equipment was upgraded on March 3, 2016, through our DISH’n It Up promotion. A review of the customer service call from February 28, 2016, found that your wife contacted us regarding the equipment upgrade. Our representative offered a monthly courtesy credit of $20.00 for 12 months. Although your wife asked if she could call back after a year for additional discounts, our representative told her that she cannot guaranteed anything in the future. Your monthly rate following the equipment upgrade was $94.99 plus tax. This included the $20.00 monthly credit applied on February 28, 2016, and the $5.00 bundle discount. Please be advised that your monthly rate was $25.00 lower for two months because you were still receiving a monthly $25.00 courtesy credit from a previous offer, which ended on May 14, 2016. An additional monthly courtesy credit of $5.00 was applied to your account for six months on April 20, 2016, and a monthly $20.00 courtesy credit was applied on May 24, 2016, for 12 months. These additional monthly credits made your monthly rate $69.99 plus tax. Due to the expiration of the $5.00 monthly credit on October 20, 2016, you began to be billed $74.99 plus tax. We, like all other pay-TV providers, must increase our prices to help cover increasing programming costs from channel owners. On January 17, 2017, we experienced a $5.00 increase to our programming packages. Additionally, DISH Network separated the charge for your local channels to show you the impact of the rising charges demanded by your local channel owners. The price increase along with the expiration of the monthly $20.00 credit on February 28, 2017, made your monthly rate $99.99 plus tax. Once the second $20.00 monthly credit ends on May 24, 2017, you will be billed the regular monthly rate of $119.99 plus tax (which includes the $5.00 monthly bundle discount). When I spoke with your wife by phone on March 7, 2017, I advised her that your monthly charges are correct for the services that you subscribe to. As a result, we are unable to provide you with any additional discounts. I did, however, waive your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. Although your wife requested a copy of the reviewed phone call, I explained that in order to receive this we require a subpoena to be provided to DISH Network LLC via fax to [redacted]. It can also be mailed to: DISH Network [redacted]
[redacted]
[redacted] DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Unfortunately, we were unable to reach an agreement with your local [redacted] provider. As a result, this channel was removed on March 2, 2017. While we continue to negotiate to restore the channel, we do not have an estimated time on when an agreement may be reached. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On March 18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.com. You expressed concern with the increased monthly price. You requested a discounted billing rate and asked that the premium channels be added to your programming at no cost. You also provided feedback regarding your customer service experience. You currently subscribe to the Latino Max package, DVR service and the Protection Plan. With the receiver fee, your monthly billing rate before tax is $98.99. When we spoke today, I advised you that we previously made an exception and applied $40.00 monthly credit to your account from November 2014 through February 2016. When the credits ended on February 14, 2016, the regular price was applied. I informed you that I reviewed your recorded calls that took place on March 17, 2016. I found that our agents addressed your concerns in a professional manner. While we appreciate your business, we cannot continue to discount the programming price. To reduce your bill, you may downgrade your programming package at any time. Your service is paid through March 28, 2016. As a courtesy, I added the HBO, Cinemax and Starz channels to your account free for three months. When the free trial period ends, the regular price will apply. 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]
Complaint: [redacted]
I am rejecting this response because: 1. Dish Network wants to lock in customer for 2 years and talks about locking down price and after customer agrees for 2 year contract then conveniently increase price in the 2nd year. 2. As far as protection plan goes. I never asked for it. Dish network leaves on customer to call back in 6 months and cancel. Who remembers it? I still want refund. I want to know how many customers call back and cancel the plan. Please share data. I am sure, I am not alone. BTW I encourage Dish Network to train customer service rep. better so that they know how to talk with customer. Yelling on call is not an option. Please provide me your manager's contact info. I would like to speak with him/her. I have been using Dish Network for years (you can check) and it is unfortunate that Dish doesn't care. Thanks
Sincerely,
[redacted]
Initial Business Response /[redacted]/
May 13, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with the Better...
Business Bureau.
You expressed concern with the balance of $243.96 on your account. You maintain that your sister called on your behalf to disconnect the service but it was paused instead.
Our records reveal that your service was placed on DISH Pause on August 21, 2012, for six months. DISH Pause was removed on February 22, 2013, because the allowed time frame was exceeded and your regular service charges were reinstated. Your service was disconnected for non-payment on May 19, 2013.
When I spoke with you by phone today, I advised you that I made an exception and removed the balance from your account, leaving it at zero.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee **.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /[redacted]/
Please see pdf.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], waitting for a response from DISH to resolve this complaint is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/11) */
August 7, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed...
with the Revdex.com.
You stated that you contacted DISH Network to place your account on DISH Pause due to financial hardship. You continued to be billed for service and the account was then disconnected. You requested that your account be restored and placed on DISH Pause as you originally requested.
When we spoke on August 6, 2015, you indicated that you had returned the leased equipment. We elected to leave the account disconnected. I offered to resolve the account balance and agreed to work with you when you were ready to restart your service. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and continued loyalty.
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 Business Response /* (1000, 5, 2015/07/09) */
July 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 2, 2015, we received your complaint, dated July 1, 2015, filed with the Better Business...
Bureau.
You asked that we remove the satellite dish that was installed on a property that you own.
When we spoke I informed you that we charge a $99.00 fee to remove the dish. You advised me that there has been damage done to your siding. I told you that I will forward this complaint to our Corporate Field Resolutions Team, which handles our damage claims. They will contact you within the next two business days to set up an assessment.
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]
August 5, 2016 Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 25, 2016, filed with the Revdex.com. You stated you were told that your DISH Network rate was going to be $89.99 a month for two years and now, after...
your first year, your bill is $135.00. You indicated that this new rate is more than what you were paying for DIRECTV. I attempted to contact you numerous times and I left you several voicemails at the number listed on your DISH Network account and your Revdex.com complaint. When I reviewed the sales call, I found you were informed that the promotional price you were receiving was for 12 months and after that it would be the regular price. I encourage you to contact me at your earliest convenience to address your concerns and discuss your options. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Initial Business Response /* (1000, 5, 2015/10/26) */
October 20, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 15, 2015, we received your complaint, dated October 14, 2015, filed with...
the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you moved and you are unable to obtain internet service.
Your DISH Network TV service was activated on December 12, 2014, with a 24-month commitment. Please be advised that the term commitment applies for the TV service only and does not include internet and/or phone through a different provider.
When I spoke with you by phone on October 19, 2015, I advised you that I made an exception and waived your 24-month commitment. As you requested, I disconnected your service.
You also requested that the satellite dish be relocated because the technician placed it on the side of your home without permission. Our records reveal that a damage claim has been opened for this matter. You may contact DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX, to follow up on your claim.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with...
the Revdex.com.
You stated that when you purchased your DISH Network service from Dish One Satellite, an independent retail service provider, you were promised the same programming that you had with Frontier. That was not the case and you requested that the service be disconnected and Frontier service be reinstalled.
When we spoke on May 12, 2015, I offered to waive your early termination fee. We agreed that you would review your programming and determine what changes were needed. When I spoke with Mrs. [redacted] today, she confirmed your current programming package was fine; however, she would like to retain Showtime, Encore and Starz. I offered to assist you in retaining these stations when your current promotional offer ended. She 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]
September 23, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your complaint, dated September 14, 2016, filed with the Revdex.com. You indicated that you experienced technical issues that were not resolved and as a result, you...
disconnected your service. You disputed the $240.00 early termination fee that was applied to your account. In addition, you mentioned your dissatisfaction with the customer service you received. Our records reveal that technical issues were reported. When I spoke with you by telephone today, I apologized for the inconvenience and I reversed the $240.00 early termination fee and submitted a refund. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to you as a DISH Network customer. 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 ###-###-#### Enclosure
December 16, 2016 [redacted] [redacted] Re: Revdex.com Complaint # 11858058 8255909900092526-3565647 Dear [redacted]: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in May 2015. You indicated that you recently received a bill from DISH Network for $415.87 for unreturned leased equipment, but you had returned the equipment when you disconnected the account. You requested that this balance be resolved. When we spoke on December 9, 2016, I explained that our records indicate your account was placed on pause for six months in May 2015. The account was not disconnected at that time. The pause ended in December 2015 and normal billing resumed for monthly service. Payments were collected from a MasterCard ending in 7171. This continued until your account was disconnected in September 2016. We did not receive the leased equipment and unreturned equipment charges were applied to your account in November 2016, resulting in the $415.87 balance. Adjustments have since been made to that balance, reducing it to $266.44. When we spoke, you indicated that you were out of the country and did not have your records. Our attempts to speak since your return have been unsuccessful. Please feel free to contact me at [redacted] with the tracking information on the leased equipment return and we can discuss your account in more detail. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/19) */
June 15, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 15, 2015, we received your complaint, dated June 11, 2015, filed with the Better...
Business Bureau.
You said that you received an offer in the mail for Starz, HBO and Cinemax free for three months; however, you stated that our customer service agents would not honor the offer. You requested that we honor the offer you received and provide you with a lower rate for service.
When we spoke, I advised you that our direct promotional offers have a code on them and I asked for the code for the offer you received. You agreed to locate the offer and call me back with the correct promotion code.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as all balances have been removed and my account stays closed with the company. I have returned the equipment as directed.
Sincerely,
[redacted]
October 3, 2016 Dear Mr. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said you...
experienced technical issues. When we spoke, I advised you that although you did not provide DISH Network with any opportunity to resolve your issue and while you received all the benefits of our 24-month commitment, you did not sign your customer agreement. As such, I waived the early termination fee associated with 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
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 called [redacted] with Dish on 2/5/2016 and requested that Dish terminate my service as they agreed to, sometime during the week of 2/8/2016.
Sincerely,
[redacted]
Initial Business Response /* (1000, 11, 2015/07/08) */
July 1, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with...
the Revdex.com.
You stated that you experienced equipment issues with your DISH Network service when it was installed in July 2014. This led you to disconnect the service. You disputed the $479.55 balance owed on your disconnected account.
In our June 29, 2015, email correspondence, you indicated that DISH Network collected funds from your account without authorization. You declined to provide support of these payments. I confirmed that your account was disconnected on April 28, 2015. I agreed to waive your $300.00 early termination fee, as a courtesy. However, I explained that I was unable to provide the refund that you requested, as you have an outstanding balance of $158.55.
You were displeased that your request was not met. You requested no further contact on the matter, and to be placed on our Do Not Contact list.
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 /* (3000, 13, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't owe anything and they still have not refunded the $90.07 that was taken out of my account.
The $90.07 was not reimbursed back to my bank account.
I never had any service at all.
I had called the company and got hung up on or got snotty remarks from the companies employees.
This company should b shut down due to the fact that their equipment don't work, heats up and doesn't work and for the rude behavior of the employees.
I have called the company so many times to send the equipment back and I waited three months to get the boxes.
U need to treat your customers better and train your employees to have better manners.
If I had gotten a complaint from a customer I wouldn't be so quick to respond. I would do a full and thorough investigation and refund the money they wanted.
A happy customer is a repeat customer.
Plus you have a snotty attitude also Ms. [redacted]
I dont appreciate the way you emailed me and the things you said.
Like I said I don't owe anything since my service hasn't been connected since the 1st month we had this service.
If I had to do a survey on the company they would get all 0 (definitely not a good company) 0 (definitely would not recommend this company to anyone) 0 (service did not meet the requirements for an enjoyable experience)
Overall 100% two thumbs down for this company.
:-(
Final Consumer Response /* (3000, 27, 2015/08/13) */
[redacted]Document Attached[redacted]
This is a letter that dish network sent to my bank about the $90.07
The letter says:
To whom it may concern:
Thank you for contacting Dish network and allowing us to assist in resolving this issue. The disputed payment was applied to the customer's account for services rendered and has been deemed valid. We look forward to this case being resolved in Dish network's favor with the chargeback being reversed and the original payment upheld.
Sincerely,
Dish network chargeback team
Customer management operations.
My bank sent me this letter.
Dish network did not send me anything stating they sent this letter to my bank.
The equipment didn't work at that time.
So I want my $90.07 that I disputed but didn't get.
Why should I pay for faulty equipment and for not being able to watch tv?
Final Business Response /* (4000, 30, 2015/08/25) */
August 20, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 13, 2015, we received your correspondence, dated August 19, 2015, filed with the Revdex.com.
You continue to request that DISH Network provide you a $90.07 refund for your declined credit card account dispute. You are claiming service issues.
As previously explained in my July 22, 2015, response, (enclosed for your review) you are not owed a refund of $90.07; the dispute denial is valid. Your claim of service issues was unreported and, therefore, unsubstantiated. No further funds are due. Your balance owed is $158.55. This matter has been fully addressed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that DISH Network refused to send you a copy of your customer agreement.
When we spoke, I advised you that our records indicate that you agreed to a 24-month commitment and, as such, your early termination fee is valid.
Enclosed is a copy of your Digital Home Advantage agreement. Please note that we have no previous records of any requests for it to be sent.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign a 2 year agreement or any agreement or contract with the company. Even if so I stayed over 3 years with them as I stated in my complaint. The company refuses to show me the signed agreement they mention. I asked them repeatedly to see my signature in any agreement or contract but they do not respond because they do not have such signature.
Final Business Response /* (4000, 8, 2015/05/11) */
May 7, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 7, 2015, we received your rebuttal, dated May 5, 2015, filed with the Revdex.com.
You said that you did not sign an agreement with DISH Network and that we have not responded to your requests for a copy of your agreement.
A copy of your Digital Home Advantage customer agreement was enclosed in my last response. I have enclosed another copy in this response in case you did not receive my previous one.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 10, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign an agreement with DISH Network and I did not received any copy or respond of any kind from the DISH Network. if they have any sign agreement why they refuse to give it to me or send it to the Revdex.com office?
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
Ms. [redacted]
16 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the...
Revdex.com.
You expressed dissatisfaction with the customer service that you received when you contacted us to restart your service.
We strive to provide excellent service and regret that your experience was unfavorable, and we appreciate that you have brought this to our attention so that we [redacted] address it internally with the appropriate personnel.
Our records confirm that your service was restarted on June 17, 2015, when you made a payment of $173.00. We also show that a credit of $50.00 was applied to your account.
When I spoke with you by phone on June 23, 2015, I advised you that I applied a credit of $110.67 to your account for your inconvenience. This will cover your service through July 18, 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 4, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You stated that when you agreed to upgrade your equipment with a 24-month commitment, you were assured that additional discounts would be provided once your initial discounts ended in February 2017 (after the first year). You also mentioned that the cost of your local channels increased and your local [redacted] station was removed. Our records show that you were enrolled in a 24-month commitment when your equipment was upgraded on March 3, 2016, through our DISH’n It Up promotion. A review of the customer service call from February 28, 2016, found that your wife contacted us regarding the equipment upgrade. Our representative offered a monthly courtesy credit of $20.00 for 12 months. Although your wife asked if she could call back after a year for additional discounts, our representative told her that she cannot guaranteed anything in the future. Your monthly rate following the equipment upgrade was $94.99 plus tax. This included the $20.00 monthly credit applied on February 28, 2016, and the $5.00 bundle discount. Please be advised that your monthly rate was $25.00 lower for two months because you were still receiving a monthly $25.00 courtesy credit from a previous offer, which ended on May 14, 2016. An additional monthly courtesy credit of $5.00 was applied to your account for six months on April 20, 2016, and a monthly $20.00 courtesy credit was applied on May 24, 2016, for 12 months. These additional monthly credits made your monthly rate $69.99 plus tax. Due to the expiration of the $5.00 monthly credit on October 20, 2016, you began to be billed $74.99 plus tax. We, like all other pay-TV providers, must increase our prices to help cover increasing programming costs from channel owners. On January 17, 2017, we experienced a $5.00 increase to our programming packages. Additionally, DISH Network separated the charge for your local channels to show you the impact of the rising charges demanded by your local channel owners. The price increase along with the expiration of the monthly $20.00 credit on February 28, 2017, made your monthly rate $99.99 plus tax. Once the second $20.00 monthly credit ends on May 24, 2017, you will be billed the regular monthly rate of $119.99 plus tax (which includes the $5.00 monthly bundle discount). When I spoke with your wife by phone on March 7, 2017, I advised her that your monthly charges are correct for the services that you subscribe to. As a result, we are unable to provide you with any additional discounts. I did, however, waive your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. Although your wife requested a copy of the reviewed phone call, I explained that in order to receive this we require a subpoena to be provided to DISH Network LLC via fax to [redacted]. It can also be mailed to: DISH Network [redacted]
[redacted]
[redacted] DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Unfortunately, we were unable to reach an agreement with your local [redacted] provider. As a result, this channel was removed on March 2, 2017. While we continue to negotiate to restore the channel, we do not have an estimated time on when an agreement may be reached. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
March 24, 2016 Ms. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On March 18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.com. You expressed concern with the increased monthly price. You requested a discounted billing rate and asked that the premium channels be added to your programming at no cost. You also provided feedback regarding your customer service experience. You currently subscribe to the Latino Max package, DVR service and the Protection Plan. With the receiver fee, your monthly billing rate before tax is $98.99. When we spoke today, I advised you that we previously made an exception and applied $40.00 monthly credit to your account from November 2014 through February 2016. When the credits ended on February 14, 2016, the regular price was applied. I informed you that I reviewed your recorded calls that took place on March 17, 2016. I found that our agents addressed your concerns in a professional manner. While we appreciate your business, we cannot continue to discount the programming price. To reduce your bill, you may downgrade your programming package at any time. Your service is paid through March 28, 2016. As a courtesy, I added the HBO, Cinemax and Starz channels to your account free for three months. When the free trial period ends, the regular price will apply. 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]
Complaint: [redacted]
I am rejecting this response because: 1. Dish Network wants to lock in customer for 2 years and talks about locking down price and after customer agrees for 2 year contract then conveniently increase price in the 2nd year. 2. As far as protection plan goes. I never asked for it. Dish network leaves on customer to call back in 6 months and cancel. Who remembers it? I still want refund. I want to know how many customers call back and cancel the plan. Please share data. I am sure, I am not alone. BTW I encourage Dish Network to train customer service rep. better so that they know how to talk with customer. Yelling on call is not an option. Please provide me your manager's contact info. I would like to speak with him/her. I have been using Dish Network for years (you can check) and it is unfortunate that Dish doesn't care. Thanks
Sincerely,
[redacted]
Initial Business Response /[redacted]/
May 13, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 11, 2015, we received your complaint, dated May 8, 2015, filed with the Better...
Business Bureau.
You expressed concern with the balance of $243.96 on your account. You maintain that your sister called on your behalf to disconnect the service but it was paused instead.
Our records reveal that your service was placed on DISH Pause on August 21, 2012, for six months. DISH Pause was removed on February 22, 2013, because the allowed time frame was exceeded and your regular service charges were reinstated. Your service was disconnected for non-payment on May 19, 2013.
When I spoke with you by phone today, I advised you that I made an exception and removed the balance from your account, leaving it at zero.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee **.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /[redacted]/
Please see pdf.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], waitting for a response from DISH to resolve this complaint is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/11) */
August 7, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your correspondence, dated July 29, 2015, filed...
with the Revdex.com.
You stated that you contacted DISH Network to place your account on DISH Pause due to financial hardship. You continued to be billed for service and the account was then disconnected. You requested that your account be restored and placed on DISH Pause as you originally requested.
When we spoke on August 6, 2015, you indicated that you had returned the leased equipment. We elected to leave the account disconnected. I offered to resolve the account balance and agreed to work with you when you were ready to restart your service. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and continued loyalty.
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 Business Response /* (1000, 5, 2015/07/09) */
July 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 2, 2015, we received your complaint, dated July 1, 2015, filed with the Better Business...
Bureau.
You asked that we remove the satellite dish that was installed on a property that you own.
When we spoke I informed you that we charge a $99.00 fee to remove the dish. You advised me that there has been damage done to your siding. I told you that I will forward this complaint to our Corporate Field Resolutions Team, which handles our damage claims. They will contact you within the next two business days to set up an assessment.
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]
August 5, 2016 Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 25, 2016, filed with the Revdex.com. You stated you were told that your DISH Network rate was going to be $89.99 a month for two years and now, after...
your first year, your bill is $135.00. You indicated that this new rate is more than what you were paying for DIRECTV. I attempted to contact you numerous times and I left you several voicemails at the number listed on your DISH Network account and your Revdex.com complaint. When I reviewed the sales call, I found you were informed that the promotional price you were receiving was for 12 months and after that it would be the regular price. I encourage you to contact me at your earliest convenience to address your concerns and discuss your options. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/26) */
October 20, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 15, 2015, we received your complaint, dated October 14, 2015, filed with...
the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you moved and you are unable to obtain internet service.
Your DISH Network TV service was activated on December 12, 2014, with a 24-month commitment. Please be advised that the term commitment applies for the TV service only and does not include internet and/or phone through a different provider.
When I spoke with you by phone on October 19, 2015, I advised you that I made an exception and waived your 24-month commitment. As you requested, I disconnected your service.
You also requested that the satellite dish be relocated because the technician placed it on the side of your home without permission. Our records reveal that a damage claim has been opened for this matter. You may contact DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX, to follow up on your claim.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/20) */
May 18, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with...
the Revdex.com.
You stated that when you purchased your DISH Network service from Dish One Satellite, an independent retail service provider, you were promised the same programming that you had with Frontier. That was not the case and you requested that the service be disconnected and Frontier service be reinstalled.
When we spoke on May 12, 2015, I offered to waive your early termination fee. We agreed that you would review your programming and determine what changes were needed. When I spoke with Mrs. [redacted] today, she confirmed your current programming package was fine; however, she would like to retain Showtime, Encore and Starz. I offered to assist you in retaining these stations when your current promotional offer ended. She 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]
September 23, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your complaint, dated September 14, 2016, filed with the Revdex.com. You indicated that you experienced technical issues that were not resolved and as a result, you...
disconnected your service. You disputed the $240.00 early termination fee that was applied to your account. In addition, you mentioned your dissatisfaction with the customer service you received. Our records reveal that technical issues were reported. When I spoke with you by telephone today, I apologized for the inconvenience and I reversed the $240.00 early termination fee and submitted a refund. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to you as a DISH Network customer. 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 ###-###-#### Enclosure
December 16, 2016 [redacted] [redacted] Re: Revdex.com Complaint # 11858058 8255909900092526-3565647 Dear [redacted]: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you disconnected your DISH Network account in May 2015. You indicated that you recently received a bill from DISH Network for $415.87 for unreturned leased equipment, but you had returned the equipment when you disconnected the account. You requested that this balance be resolved. When we spoke on December 9, 2016, I explained that our records indicate your account was placed on pause for six months in May 2015. The account was not disconnected at that time. The pause ended in December 2015 and normal billing resumed for monthly service. Payments were collected from a MasterCard ending in 7171. This continued until your account was disconnected in September 2016. We did not receive the leased equipment and unreturned equipment charges were applied to your account in November 2016, resulting in the $415.87 balance. Adjustments have since been made to that balance, reducing it to $266.44. When we spoke, you indicated that you were out of the country and did not have your records. Our attempts to speak since your return have been unsuccessful. Please feel free to contact me at [redacted] with the tracking information on the leased equipment return and we can discuss your account in more detail. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]