Initial Business Response /* (1000, 4, 2015/05/22) */
May 14, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with the...
Revdex.com.
You stated that you experienced unresolved signal interruption with your DISH Network service. This led you to disconnect your service. You were assured that you would not have an early termination fee and that the $53.24 balance you paid on May 4, 2015, paid your account in full. You have since been billed for additional services. You would like this cleared and your early termination fee waived as promised.
When we spoke today, I explained the billing and confirmed that your early termination fee was waived. As a courtesy, for the service issues you experienced and incorrect information you were provided, I agreed to resolve the remaining balance of $58.64. You accepted this resolution.
It has been a privilege to have you as a customer and we would very much appreciate the opportunity to serve you again in the future should your situation change.
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, 2015/09/01) */
August 25, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your complaint, dated August 18,...
2015, filed with the Revdex.com.
You indicated that DISH Network declined your request to install service at your new location and you were referred to a local retailer. You requested a credit for the services that you have not received.
Our records reveal that you were referred to a retailer because you are in a recreational vehicle.
When I spoke with you by phone on August 19, 2015, I advised you that an appointment was already scheduled to install service at your new residence. The installation was completed on August 21, 2015.
I applied a credit of $188.70 to your account for the time without service. I also waived the installation fee of $100.00.
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
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 Consumer Rebuttal /* (3000, 11, 2015/11/02) */
Received duplicate complaint 11/01/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Jumped my price without me knowing. DVR not working. Rep refused to cancel
I have previously had issues already. Last payment my fiance told me the bill was really high for some reason. I assumed that the credit had not been applied from before. But, apparently, my service charge jumped from around 50 dollars a month to over $100. No notice, no recollection of them ever saying that it would jump. Apparently for movie channels I don't even use. On top of it, the last few weeks the DVR isn't recording my few shows that I do watch. I emailed a week ago and never had a response. Fed ip, I called yesterday and asked why my bill is so high and they told me after three months the price jumps. Good to know, AFTER you start charging me. I told them I want to cancel THREE times and the rep just keeps going on and on about the discounts they can give me now and how they can drop the price. Three times! And then the call was disconnected. I really hate using Revdex.com, and this is the only company I ever have. This has just been a never ending issue and exhausting. It is not worth the handful of TV shows I actually watch. I am upset bc all of these issues, one after the other and I just want to be done. I don't care if I have to drive to drop of the equipment. I can't deal with this anymore.
Refund the additional charges - I have no problem paying the fees that I have been - and cancel the service.
$200.00
Final Business Response /* (4000, 13, 2015/11/09) */
November 6, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 3, 2015, we received your complaint, dated November 2, 2015, filed with the Revdex.com.
You maintain that you canceled your service because your monthly rate was increased without notification and your DVR receiver was not working.
Your service was activated on April 15, 2015, with a 24-month commitment. Your promotion included a monthly $45.00 credit for the first 12 months. You also received four movie channels (HBO, Cinemax, Showtime and Starz) and the DISH Movie Pack (formerly Blockbuster @Home) free for three months.
A review of the sales call recording found that you were told about the free movie channels and that the current price for these channels ($57.00 at that time) would apply after three months unless you notified us to remove them. We also show that a sales confirmation email was sent to you at [redacted]@HOTMAIL.COM on April 10, 2015, detailing the promotional terms and offers.
Your monthly rate was increased to $108.99 plus tax after three months because the movie channels were not removed. While we offered to remove them from your account, you declined and opted to cancel your service on October 31, 2015. At that time, your account was left with an unpaid service balance of $119.21. You were also charged an early termination fee of $360.00 for not fulfilling your term commitment.
Our records do not show that you notified us about the issues with your DVR receiver.
When I spoke with you by phone on November 5, 2015, I advised you that I made an exception and reversed the charges, leaving your account with a zero balance.
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 (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]
[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 29, 30 and 31, 2016, have been unsuccessful; however, I was able to leave two voice messages. You said that you moved and your landlord will not allow anything to be attached to the property. You expressed concern regarding the fee to move your system and the fee you will be charged for closing your account before your commitment has been fulfilled. You asked that we waive your early termination fee. Our records reflect that when you spoke with our customer service agent on March 23, 2016, they offered to waive the $100.00 fee to move your service. In addition, we offer a non-penetration mount for customers who don’t want any holes drilled into the property. However, if you close your account before your commitment has been fulfilled, you will be charged an early termination fee. Enclosed is a copy of your contract which states you are still bound by the agreement if you change your residence. 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]
February 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 13, 2018, we received your rebuttal, dated February 12, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience, and with the denied damage claim. I requested that Mr. David B[redacted] from the DISH Network Corporate Field Resolutions Team contact you directly. As a courtesy, I applied a one-time credit of $88.06 to your account for one month of service. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. 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]
December 7, 2016 Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you recently purchased DISH Network TV and dishNET internet services. You indicated that you were...
misquoted your monthly price and you were misinformed about your internet speed. Additionally, you experienced a delay in the service installation. You requested that your early termination fee be waived so you can disconnect your service without penalty. I reviewed your recorded sales call. The final price that you were quoted was $118.00. Your first bill includes a wireless network setup fee and the second bill reflects the addition of the News Pack. The internet speed was quoted as 10/50 GB--not 50/50 GB. The original appointment time was lost when your call disconnected before the order was completed. When we spoke on December 5, 2016, I agreed to waive your early termination fee because your signature was not captured electronically on your contract. You accepted this resolution and your account was disconnected. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/05/06) */
May 5, 2015
Mr. [redacted]. [redacted]
[redacted]. [redacted] Pl.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On April 30, 2015, we received your complaint, dated April 28, 2015, filed...
with the Revdex.com.
You said that you closed your account because some of your channels were removed. You expressed concern with the early termination fee. You said that when you received a copy of your contract, you found that your signature was forged. You requested a refund.
*hen we spoke by phone, I explained that the channels you referred to were restored. Our contract agreement states that programming and packages are subject to change.
Please note, the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. *e consider your contract to be valid.
*e are unable to meet your request for a refund. I enclosed a copy of your contract and your January, February and March 2015 billing statements for your records.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/05/20) */
DISH responded to my complaint but their offer is totally unsatisfactory. They claim that my signature on the contract that they submitted is truly mine and appears distorted because of an electronic stylus. This is absurd because I have seen electronic stylus results before and they are legible and identifiable as my true signature. DISH offered to reduce their fees in half but I told them that is not acceptable.
Final Business Response /* (4000, 13, 2015/05/22) */
May 21, 2015
Mr. [redacted]
[redacted]. [redacted] Pl.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 21, 2015, we received your rebuttal, dated May 20, 2015, filed with the Revdex.com.
You maintain that the signature on your contract is not yours. You also said that our offer to reduce the early termination fee by half is not acceptable.
*e consider the contract to be valid. In addition, there is no record of you being told that we would reduce the early termination fee by half. *e consider the charges to be accurate.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 15, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After receiving DISH's rebuttal, I called Mr. [redacted] and reprimanded him for lying about there being no record of him offering to reduce the penalty in half. I told him he knows he is lying and must live with himself for so doing. Of course their is no record of this because [redacted] gave me this offer verbally.
Initial Business Response /* (1000, 10, 2015/07/20) */
July 15, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You indicated that you purchased DISH Network TV service and AT&T internet service from Altitude Marketing, an independent retail service provider. You have concerns with the rate you were provided for the AT&T internet service and you would like this matter resolved.
My records indicate that I also received an FCC complaint from you. I addressed this issue on July 2, 2015. I have enclosed a copy of that correspondence for your review.
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
[redacted]
[redacted] XXXXX
[redacted]
July 2, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: FCC Complaint # XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 2, 2015, we received your complaint, dated July 1, 2015, filed with the Federal Communications Commission.
You indicated that you purchased DISH Network TV service and AT&T internet service from Altitude Marketing, an independent retail service provider. You have concerns with the pricing you were provided for the AT&T internet service and you would like this matter resolved.
When we spoke today, I informed you that your complaint needs to be directed to AT&T for a 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: Federal Communications Commission
[redacted]
[redacted] XXXXX-XXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think that Dish is still wrong and a shady company. Dish took no responsibility for the contract and offer I was given by Dish. Dish just pointed fingers at AT&T and/or Altitude Marketing.
AT&T showed professionalism and have adjusted the rates to what Dish told me. According to AT&T, they do not partner with Dish, so I do not know why DISH even acted like they were able to bundle with AT&T.
In addition to cable, apparently I have been signed up for other monthly services (tech support, identavault, foreign exchange charges). I have to comb through spam email to find notificiation about these services and then cancel them. Furthermore, I had to cancel my credit card for fear of what else I was going to be charged in addition to cable. I monitor my bank statements daily since I feel I got involved with some scam artists.
Dish told me I could cancel the contract, but I am afraid that Altitude Marketing would then charge me the early termination fee. Since Altitude Marketing sold it to me, and Dish would not take any responsiblity for what I was told when I signed up. Altitude Marketing closed out that Revdex.com complaint by stating that they contacted me and would have the issue resolved within a week. I was given phone numbers with extensions that did not work. When I finally got through to a direct line I was told that person was at lunch.
AT&T was honorable and cleaned up this whole mess. Dish did not resolve the issue, AT&T did. I will cancel Dish once the contract is over.
October 31, 2016 Dear Ms. [redacted]: On October 26, 2016, we received your complaint, dated October 23, 2016, filed with the Revdex.com. My attempts to reach you by phone on October 27, 28 and 31, 2016, have been unsuccessful; however, I was able to leave...
a voice message on each attempt. You said that when your account was closed you had a credit balance of $100.32 and you haven’t received a refund. You requested that we provide you with a refund. A refund of $100.32 has been submitted; please allow five to seven business days for the funds to be placed on the credit card account they were debited from. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
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 just want to say thank you! I have been and will continue to look for another provider simply because I do not like to be given a promise and for it to not be followed through. I understand and have been told about the promotions ending and the dates... What you guys fail to understand it that I was told that AFTER all those promotions fell off that my bill would stay around $55.00 a month. This was not the case and I did reinstate my account do to the early termination fee. So that being said thank you for removing that.
Sincerely,
[redacted]
[redacted] [redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 7, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 13, 18 and 19, 2016, and I left three messages. I also received messages from you and from Mr. [redacted]. You maintain that you were not notified when DISH Pause expired and you began to be billed. Per our disclosures, your service will automatically be restarted once DISH Pause expires. As an exception, I removed the balance on this account. Please return the receiver and remotes to avoid unreturned equipment fees. Keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[redacted]
March 7, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 28, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You said that you only wanted internet service, but you were required to establish TV service. You also maintain that you contacted us numerous times to cancel the service. Your DISH Network service was activated on February 17, 2018, with a 24-month commitment through Infinity Sales Group, an independent company. Please be advised that the term commitment applies for our service and does not include internet and/or phone services. A review of the sales call found that both TV and internet service were requested and accepted by you. Our records show that the calls we received from you regarding this matter were after your TV service was installed. As DISH Network does not offer a trial period for our service, an early termination fee would have applied. Your service was disconnected on February 27, 2018. Since your term commitment was not fulfilled, you were charged an early termination fee of $480.00. When I spoke with you by phone on February 28, 2018, I advised you that I made an exception and reversed the fee from your account. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com. I unsuccessfully attempted to contact you at ([redacted] on February 19, 23 and 26, 2018, and I left three messages. I also sent an email to [redacted] with a request to contact me, and I received an email from you. You maintain that you did not receive the channels you requested and that you did not get any kids’ channels. You indicated that you were charged an additional $6.00 to get some of the channels you requested. In addition, you expressed concern that a table was damaged during the installation and no one has followed up with you. You also mentioned that you want the satellite dish removed. A review of the sales call reveals that you mentioned the ID channel, Bravo, and TLC, and the sales agent offered the Flex Pack with the Variety Pack as an add-on package for an additional $6.00 per month, for a total monthly cost of $65.99. You asked if you would be losing anything and she told you that the Flex Pack included the channels you mentioned. She read the channels to you and you agreed to it. There were no kids’ channels mentioned. With regard to the damage claim that you filed, we show that Mr. B[redacted] from the Corporate Field Resolutions Department spoke with you on February 22, 2018. He requested pictures of the damaged table. You may contact him directly at 1-866-946-5710. Once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned; we do not uninstall it for free. The starting cost to remove a satellite dish is $95.00. You may also contact a local retailer. You initiated your account under the Digital Home Advantage 24-month agreement (copy enclosed), which included a 24-month agreement. Since you did not fulfill the commitment, you were charged a $480.00 early termination fee. We did not find any misinformation and the early termination fee remains valid. However, as an exception, I reduced it to $200.00. Because we received a dispute for the initial payment for the equipment upgrade ($53.38), the remaining balance due on your account is $306.90. 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 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 12, 2016 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # 11123806 8[redacted]###-###-####940 Dear Mr. and Mrs. [redacted]: On...
February 10, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you did not receive the America’s Top 250 package or NBA TV as you requested at the point of sale. You also mentioned that our website advertises the America’s Top 250 package for $49.99, but does not disclose that a credit check is required. Please be advised that DISH Network offers two promotions: one, a three year price guarantee and two, a discount for the first 12 months of service. Our website advertises a $49.99 price for the America’s Top 120 Plus package under the three-year price guarantee offer and a $49.99 price for the America’s Top 250 package under the 12-month introductory savings offer. Please be advised that both offers disclose that a credit qualification is required. Your service was activated on February 5, 2016, with a 24-month commitment under our Flex 24 promotion. Although this is a pay-in-advance promotion, it qualified for the same promotional offers. The offer that was selected on your account was the three-year price guarantee. A review of the sales call did not find that the America’s Top 250 package was requested or discussed. In fact, the agent disclosed that your monthly rate would be $49.99 for the America’s Top 120 Plus package. Additionally, the agent told you that NBA TV was not available in your package, but you would have access to the NBA League Pass. When I spoke with you by phone today, I offered to upgrade your package to the America’s Top 200 (regularly $79.99). Although the package is $15.00 more a month, I agreed to apply a $15.00 credit to your account for 12 months. Once the credit ends, the promotional price of $64.99 will apply for the package. You accepted my resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### Tell us why here...
July 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You did not accept my previous response regarding your request for an account credit due to the removal of your local Fox station. As I previously advised you, you are not charged any additional monthly fees for the local channels because they are included in your basic programming package for free. Although a courtesy credit was applied to your account in October 2015, for the removal of another local channel, DISH Network does not apply account credits for the removal of channels due to a contract dispute with the provider. Our records show that you opted to cancel your service today. Please be advised that an early termination fee of $120.00 will be applied to your account for the non-fulfillment of your term commitment. However, I made an exception and I waived this fee. 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, 6:30 am – 3:00 pm MDT [redacted]
August 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 4, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com. You requested a refund of $177.86. Our records reveal that a refund of $177.86 was issued on August 2, 2016. When I spoke with you by telephone today, you confirmed that you received it. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have two payments from my account. Both are for 104.05 and I have them on the day I signed up and a recurring charge I just looked at my statement. My recurring charges should've been around $81 so I'm not sure where the $50 charge is mentioned I don't see that on my account just two payments to dish network which I filed claim for and we're both denied and recredited to my account. I understand this is a "rebuttal" however what I'm saying is I have two payments from my account from dish network. If someone would have properly helped me prior to this situation I would keep the service for the great prices and low fees. But this has been a. Back and forth mess I just want cleaned up. That's all I'm asking for. My account is negative two dish network payments I'm asking to be refunded.
Tell us why here..March 21, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You asked for your monthly rate and you requested an apology. Your monthly rate for the next five billing cycles will remain $144.05, barring any changes to programming you may make. We sincerely apologize for any confusion this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted].
November 11, 2016Dear Ms. [redacted]:On November 9, 2016, we received your complaint, dated November 6, 2016, filed with the Revdex.com.You said that DISH Network withdrew a payment from your account without authorization and you lost your new customer promotion.When I spoke with Ms. [redacted]...
[redacted], I advised her that we have three payments on record. One payment of $55.71 was made to initiate your account, a payment of $58.11 was debited on your first due date, October 17, 2016, and a payment of $54.50 was made by Ms. [redacted] to restart your account. Please note that as the $58.11 payment was disputed through your bank and returned, your service was disconnected. As a result, all promotions and adjustments were forfeited. I re-added HBO, Cinemax, Starz, and the DISH Movie Pack free for three months as a courtesy, but we have no record of any other payments.I requested that Ms. [redacted] forward me a copy of the bank statement showing the additional payment, but I have not received any documentation.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####Enclosure
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with...
the Revdex.com.
You stated that you have experienced unresolved service issues since the installation of your equipment. This led you to disconnect your service a month after it was installed. You requested that your early termination fee be waived and you would like the equipment picked up.
When we spoke today, I agreed to waive your early termination fee and waived the return shipping fees. As a result, your account balance is now zero. Additionally, I requested that the $504.22 charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/05/22) */
May 14, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with the...
Revdex.com.
You stated that you experienced unresolved signal interruption with your DISH Network service. This led you to disconnect your service. You were assured that you would not have an early termination fee and that the $53.24 balance you paid on May 4, 2015, paid your account in full. You have since been billed for additional services. You would like this cleared and your early termination fee waived as promised.
When we spoke today, I explained the billing and confirmed that your early termination fee was waived. As a courtesy, for the service issues you experienced and incorrect information you were provided, I agreed to resolve the remaining balance of $58.64. You accepted this resolution.
It has been a privilege to have you as a customer and we would very much appreciate the opportunity to serve you again in the future should your situation change.
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, 2015/09/01) */
August 25, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your complaint, dated August 18,...
2015, filed with the Revdex.com.
You indicated that DISH Network declined your request to install service at your new location and you were referred to a local retailer. You requested a credit for the services that you have not received.
Our records reveal that you were referred to a retailer because you are in a recreational vehicle.
When I spoke with you by phone on August 19, 2015, I advised you that an appointment was already scheduled to install service at your new residence. The installation was completed on August 21, 2015.
I applied a credit of $188.70 to your account for the time without service. I also waived the installation fee of $100.00.
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
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 Consumer Rebuttal /* (3000, 11, 2015/11/02) */
Received duplicate complaint 11/01/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Jumped my price without me knowing. DVR not working. Rep refused to cancel
I have previously had issues already. Last payment my fiance told me the bill was really high for some reason. I assumed that the credit had not been applied from before. But, apparently, my service charge jumped from around 50 dollars a month to over $100. No notice, no recollection of them ever saying that it would jump. Apparently for movie channels I don't even use. On top of it, the last few weeks the DVR isn't recording my few shows that I do watch. I emailed a week ago and never had a response. Fed ip, I called yesterday and asked why my bill is so high and they told me after three months the price jumps. Good to know, AFTER you start charging me. I told them I want to cancel THREE times and the rep just keeps going on and on about the discounts they can give me now and how they can drop the price. Three times! And then the call was disconnected. I really hate using Revdex.com, and this is the only company I ever have. This has just been a never ending issue and exhausting. It is not worth the handful of TV shows I actually watch. I am upset bc all of these issues, one after the other and I just want to be done. I don't care if I have to drive to drop of the equipment. I can't deal with this anymore.
Refund the additional charges - I have no problem paying the fees that I have been - and cancel the service.
$200.00
Final Business Response /* (4000, 13, 2015/11/09) */
November 6, 2015
[redacted]
XXX XXth [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 3, 2015, we received your complaint, dated November 2, 2015, filed with the Revdex.com.
You maintain that you canceled your service because your monthly rate was increased without notification and your DVR receiver was not working.
Your service was activated on April 15, 2015, with a 24-month commitment. Your promotion included a monthly $45.00 credit for the first 12 months. You also received four movie channels (HBO, Cinemax, Showtime and Starz) and the DISH Movie Pack (formerly Blockbuster @Home) free for three months.
A review of the sales call recording found that you were told about the free movie channels and that the current price for these channels ($57.00 at that time) would apply after three months unless you notified us to remove them. We also show that a sales confirmation email was sent to you at [redacted]@HOTMAIL.COM on April 10, 2015, detailing the promotional terms and offers.
Your monthly rate was increased to $108.99 plus tax after three months because the movie channels were not removed. While we offered to remove them from your account, you declined and opted to cancel your service on October 31, 2015. At that time, your account was left with an unpaid service balance of $119.21. You were also charged an early termination fee of $360.00 for not fulfilling your term commitment.
Our records do not show that you notified us about the issues with your DVR receiver.
When I spoke with you by phone on November 5, 2015, I advised you that I made an exception and reversed the charges, leaving your account with a zero balance.
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 (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]
March 31, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 29, 30 and 31, 2016, have been unsuccessful; however, I was able to leave two voice messages. You said that you moved and your landlord will not allow anything to be attached to the property. You expressed concern regarding the fee to move your system and the fee you will be charged for closing your account before your commitment has been fulfilled. You asked that we waive your early termination fee. Our records reflect that when you spoke with our customer service agent on March 23, 2016, they offered to waive the $100.00 fee to move your service. In addition, we offer a non-penetration mount for customers who don’t want any holes drilled into the property. However, if you close your account before your commitment has been fulfilled, you will be charged an early termination fee. Enclosed is a copy of your contract which states you are still bound by the agreement if you change your residence. 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]
February 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 13, 2018, we received your rebuttal, dated February 12, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience, and with the denied damage claim. I requested that Mr. David B[redacted] from the DISH Network Corporate Field Resolutions Team contact you directly. As a courtesy, I applied a one-time credit of $88.06 to your account for one month of service. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. 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]
December 7, 2016 Dear Mr. [redacted]: On December 5, 2016, we received your complaint, dated December 3, 2016, filed with the Revdex.com. You stated that you recently purchased DISH Network TV and dishNET internet services. You indicated that you were...
misquoted your monthly price and you were misinformed about your internet speed. Additionally, you experienced a delay in the service installation. You requested that your early termination fee be waived so you can disconnect your service without penalty. I reviewed your recorded sales call. The final price that you were quoted was $118.00. Your first bill includes a wireless network setup fee and the second bill reflects the addition of the News Pack. The internet speed was quoted as 10/50 GB--not 50/50 GB. The original appointment time was lost when your call disconnected before the order was completed. When we spoke on December 5, 2016, I agreed to waive your early termination fee because your signature was not captured electronically on your contract. You accepted this resolution and your account was disconnected. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/05/06) */
May 5, 2015
Mr. [redacted]. [redacted]
[redacted]. [redacted] Pl.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On April 30, 2015, we received your complaint, dated April 28, 2015, filed...
with the Revdex.com.
You said that you closed your account because some of your channels were removed. You expressed concern with the early termination fee. You said that when you received a copy of your contract, you found that your signature was forged. You requested a refund.
*hen we spoke by phone, I explained that the channels you referred to were restored. Our contract agreement states that programming and packages are subject to change.
Please note, the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. *e consider your contract to be valid.
*e are unable to meet your request for a refund. I enclosed a copy of your contract and your January, February and March 2015 billing statements for your records.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/05/20) */
DISH responded to my complaint but their offer is totally unsatisfactory. They claim that my signature on the contract that they submitted is truly mine and appears distorted because of an electronic stylus. This is absurd because I have seen electronic stylus results before and they are legible and identifiable as my true signature. DISH offered to reduce their fees in half but I told them that is not acceptable.
Final Business Response /* (4000, 13, 2015/05/22) */
May 21, 2015
Mr. [redacted]
[redacted]. [redacted] Pl.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 21, 2015, we received your rebuttal, dated May 20, 2015, filed with the Revdex.com.
You maintain that the signature on your contract is not yours. You also said that our offer to reduce the early termination fee by half is not acceptable.
*e consider the contract to be valid. In addition, there is no record of you being told that we would reduce the early termination fee by half. *e consider the charges to be accurate.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[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]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 15, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After receiving DISH's rebuttal, I called Mr. [redacted] and reprimanded him for lying about there being no record of him offering to reduce the penalty in half. I told him he knows he is lying and must live with himself for so doing. Of course their is no record of this because [redacted] gave me this offer verbally.
Initial Business Response /* (1000, 10, 2015/07/20) */
July 15, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You indicated that you purchased DISH Network TV service and AT&T internet service from Altitude Marketing, an independent retail service provider. You have concerns with the rate you were provided for the AT&T internet service and you would like this matter resolved.
My records indicate that I also received an FCC complaint from you. I addressed this issue on July 2, 2015. I have enclosed a copy of that correspondence for your review.
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
[redacted]
[redacted] XXXXX
[redacted]
July 2, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: FCC Complaint # XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 2, 2015, we received your complaint, dated July 1, 2015, filed with the Federal Communications Commission.
You indicated that you purchased DISH Network TV service and AT&T internet service from Altitude Marketing, an independent retail service provider. You have concerns with the pricing you were provided for the AT&T internet service and you would like this matter resolved.
When we spoke today, I informed you that your complaint needs to be directed to AT&T for a 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: Federal Communications Commission
[redacted]
[redacted] XXXXX-XXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think that Dish is still wrong and a shady company. Dish took no responsibility for the contract and offer I was given by Dish. Dish just pointed fingers at AT&T and/or Altitude Marketing.
AT&T showed professionalism and have adjusted the rates to what Dish told me. According to AT&T, they do not partner with Dish, so I do not know why DISH even acted like they were able to bundle with AT&T.
In addition to cable, apparently I have been signed up for other monthly services (tech support, identavault, foreign exchange charges). I have to comb through spam email to find notificiation about these services and then cancel them. Furthermore, I had to cancel my credit card for fear of what else I was going to be charged in addition to cable. I monitor my bank statements daily since I feel I got involved with some scam artists.
Dish told me I could cancel the contract, but I am afraid that Altitude Marketing would then charge me the early termination fee. Since Altitude Marketing sold it to me, and Dish would not take any responsiblity for what I was told when I signed up. Altitude Marketing closed out that Revdex.com complaint by stating that they contacted me and would have the issue resolved within a week. I was given phone numbers with extensions that did not work. When I finally got through to a direct line I was told that person was at lunch.
AT&T was honorable and cleaned up this whole mess. Dish did not resolve the issue, AT&T did. I will cancel Dish once the contract is over.
October 31, 2016 Dear Ms. [redacted]: On October 26, 2016, we received your complaint, dated October 23, 2016, filed with the Revdex.com. My attempts to reach you by phone on October 27, 28 and 31, 2016, have been unsuccessful; however, I was able to leave...
a voice message on each attempt. You said that when your account was closed you had a credit balance of $100.32 and you haven’t received a refund. You requested that we provide you with a refund. A refund of $100.32 has been submitted; please allow five to seven business days for the funds to be placed on the credit card account they were debited from. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
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 just want to say thank you! I have been and will continue to look for another provider simply because I do not like to be given a promise and for it to not be followed through. I understand and have been told about the promotions ending and the dates... What you guys fail to understand it that I was told that AFTER all those promotions fell off that my bill would stay around $55.00 a month. This was not the case and I did reinstate my account do to the early termination fee. So that being said thank you for removing that.
Sincerely,
[redacted]
Tell us why here...July 19, 2016 Ms. [redacted] Re: Revdex.com Complaint #...
[redacted] [redacted] Dear Ms. [redacted]: On July 11, 2016, we received your complaint, dated July 7, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 13, 18 and 19, 2016, and I left three messages. I also received messages from you and from Mr. [redacted]. You maintain that you were not notified when DISH Pause expired and you began to be billed. Per our disclosures, your service will automatically be restarted once DISH Pause expires. As an exception, I removed the balance on this account. Please return the receiver and remotes to avoid unreturned equipment fees. Keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[redacted]
March 7, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 28, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You said that you only wanted internet service, but you were required to establish TV service. You also maintain that you contacted us numerous times to cancel the service. Your DISH Network service was activated on February 17, 2018, with a 24-month commitment through Infinity Sales Group, an independent company. Please be advised that the term commitment applies for our service and does not include internet and/or phone services. A review of the sales call found that both TV and internet service were requested and accepted by you. Our records show that the calls we received from you regarding this matter were after your TV service was installed. As DISH Network does not offer a trial period for our service, an early termination fee would have applied. Your service was disconnected on February 27, 2018. Since your term commitment was not fulfilled, you were charged an early termination fee of $480.00. When I spoke with you by phone on February 28, 2018, I advised you that I made an exception and reversed the fee from your account. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
February 26, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com. I unsuccessfully attempted to contact you at ([redacted] on February 19, 23 and 26, 2018, and I left three messages. I also sent an email to [redacted] with a request to contact me, and I received an email from you. You maintain that you did not receive the channels you requested and that you did not get any kids’ channels. You indicated that you were charged an additional $6.00 to get some of the channels you requested. In addition, you expressed concern that a table was damaged during the installation and no one has followed up with you. You also mentioned that you want the satellite dish removed. A review of the sales call reveals that you mentioned the ID channel, Bravo, and TLC, and the sales agent offered the Flex Pack with the Variety Pack as an add-on package for an additional $6.00 per month, for a total monthly cost of $65.99. You asked if you would be losing anything and she told you that the Flex Pack included the channels you mentioned. She read the channels to you and you agreed to it. There were no kids’ channels mentioned. With regard to the damage claim that you filed, we show that Mr. B[redacted] from the Corporate Field Resolutions Department spoke with you on February 22, 2018. He requested pictures of the damaged table. You may contact him directly at 1-866-946-5710. Once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned; we do not uninstall it for free. The starting cost to remove a satellite dish is $95.00. You may also contact a local retailer. You initiated your account under the Digital Home Advantage 24-month agreement (copy enclosed), which included a 24-month agreement. Since you did not fulfill the commitment, you were charged a $480.00 early termination fee. We did not find any misinformation and the early termination fee remains valid. However, as an exception, I reduced it to $200.00. Because we received a dispute for the initial payment for the equipment upgrade ($53.38), the remaining balance due on your account is $306.90. 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 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 12, 2016 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # 11123806 8[redacted]###-###-####940 Dear Mr. and Mrs. [redacted]: On...
February 10, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you did not receive the America’s Top 250 package or NBA TV as you requested at the point of sale. You also mentioned that our website advertises the America’s Top 250 package for $49.99, but does not disclose that a credit check is required. Please be advised that DISH Network offers two promotions: one, a three year price guarantee and two, a discount for the first 12 months of service. Our website advertises a $49.99 price for the America’s Top 120 Plus package under the three-year price guarantee offer and a $49.99 price for the America’s Top 250 package under the 12-month introductory savings offer. Please be advised that both offers disclose that a credit qualification is required. Your service was activated on February 5, 2016, with a 24-month commitment under our Flex 24 promotion. Although this is a pay-in-advance promotion, it qualified for the same promotional offers. The offer that was selected on your account was the three-year price guarantee. A review of the sales call did not find that the America’s Top 250 package was requested or discussed. In fact, the agent disclosed that your monthly rate would be $49.99 for the America’s Top 120 Plus package. Additionally, the agent told you that NBA TV was not available in your package, but you would have access to the NBA League Pass. When I spoke with you by phone today, I offered to upgrade your package to the America’s Top 200 (regularly $79.99). Although the package is $15.00 more a month, I agreed to apply a $15.00 credit to your account for 12 months. Once the credit ends, the promotional price of $64.99 will apply for the package. You accepted my resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### Tell us why here...
July 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You did not accept my previous response regarding your request for an account credit due to the removal of your local Fox station. As I previously advised you, you are not charged any additional monthly fees for the local channels because they are included in your basic programming package for free. Although a courtesy credit was applied to your account in October 2015, for the removal of another local channel, DISH Network does not apply account credits for the removal of channels due to a contract dispute with the provider. Our records show that you opted to cancel your service today. Please be advised that an early termination fee of $120.00 will be applied to your account for the non-fulfillment of your term commitment. However, I made an exception and I waived this fee. 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, 6:30 am – 3:00 pm MDT [redacted]
August 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 4, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com. You requested a refund of $177.86. Our records reveal that a refund of $177.86 was issued on August 2, 2016. When I spoke with you by telephone today, you confirmed that you received it. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have two payments from my account. Both are for 104.05 and I have them on the day I signed up and a recurring charge I just looked at my statement. My recurring charges should've been around $81 so I'm not sure where the $50 charge is mentioned I don't see that on my account just two payments to dish network which I filed claim for and we're both denied and recredited to my account. I understand this is a "rebuttal" however what I'm saying is I have two payments from my account from dish network. If someone would have properly helped me prior to this situation I would keep the service for the great prices and low fees. But this has been a. Back and forth mess I just want cleaned up. That's all I'm asking for. My account is negative two dish network payments I'm asking to be refunded.
Tell us why here..March 21, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You asked for your monthly rate and you requested an apology. Your monthly rate for the next five billing cycles will remain $144.05, barring any changes to programming you may make. We sincerely apologize for any confusion this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted].
November 11, 2016Dear Ms. [redacted]:On November 9, 2016, we received your complaint, dated November 6, 2016, filed with the Revdex.com.You said that DISH Network withdrew a payment from your account without authorization and you lost your new customer promotion.When I spoke with Ms. [redacted]...
[redacted], I advised her that we have three payments on record. One payment of $55.71 was made to initiate your account, a payment of $58.11 was debited on your first due date, October 17, 2016, and a payment of $54.50 was made by Ms. [redacted] to restart your account. Please note that as the $58.11 payment was disputed through your bank and returned, your service was disconnected. As a result, all promotions and adjustments were forfeited. I re-added HBO, Cinemax, Starz, and the DISH Movie Pack free for three months as a courtesy, but we have no record of any other payments.I requested that Ms. [redacted] forward me a copy of the bank statement showing the additional payment, but I have not received any documentation.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####Enclosure
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with...
the Revdex.com.
You stated that you have experienced unresolved service issues since the installation of your equipment. This led you to disconnect your service a month after it was installed. You requested that your early termination fee be waived and you would like the equipment picked up.
When we spoke today, I agreed to waive your early termination fee and waived the return shipping fees. As a result, your account balance is now zero. Additionally, I requested that the $504.22 charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]