Dear Mr. [redacted]: On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. You continue to imply that we charge an extra $10.00 fee for not being enrolled in our Credit Card AutoPay (CCA) option. As previously advised, all charges are billed at the regular rate. We provide a $10.00 monthly credit when our customers enroll in CCA. This is a discount off the regular price. If you choose not to enroll in CCA, you will only be billed the regular rate--not an extra fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/11/10) */
November 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 10, 2015, we received your complaint, dated November 2,...
2015, filed with the Revdex.com.
You said that our technician was unable to get a signal for service at your new residence. You expressed concern over being charged an early termination fee.
When we spoke, I advised you that our contract does state that if you move, you are still bound by the agreement. However, I made an exception and I waived your early termination fee. I also told you that a refund of $269.02 will be provided within the next three business days.
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]
April 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 19, 2016, we received your complaint, dated April 18, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 20, 22 and 25, 2016, and there was not option to leave a message. You maintain that you were not aware that when you moved you entered into a new 24-month agreement and the technician did not provide you with this information. Our records reveal that when your DISH Network system was installed at your new residence, we emailed you a copy of the DISH n’ It Up 24-month agreement to [redacted]@gmail.com. Please note that the technician does not discuss the agreement: our sales representatives are required to disclose all terms and conditions. However, I was unable to locate your sales call recording and as an exception, I waived the 24-month commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
November 11, 2016 Dear Mr. [redacted]: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on November 7, 8 and 11, 2016. I left three voice messages. While you...
returned my call, we were unable to speak directly. You maintain that at the time of sale you requested to view the Pittsburg Penguins, NHL game, and you asked if there was an additional subscription package required for these games. I reviewed your sales chat from June 1, 2016. I found that our agent advised you that the NHL Center Ice package is separate from the monthly subscription package and that you could call customer service to add the package to your account. While the price of that NHL Center Ice package was not discussed, there was no implication that the NHL package was included with the monthly subscription. During the sale, the agent explained that the regional sports channels (Root Sports Pittsburg and Sports Time Ohio) are included with your subscription to the America’s Top 200 package, along with the NBC Sports Network and NHL Network channels. While you subscribe to these channels, please note that sporting events are subject to blackouts. You may add the NHL Center Ice package at the one-time fee of $139.96 or pay for the package over four installments of $34.99. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Dear Ms. [redacted]: On April 14, 2016, we received your correspondence, dated April 13, 2016, filed with the Revdex.com. You said that you have yet to receive a return box and label for the equipment return. In addition, you requested a refund. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016. I left three voice messages. I was unable to locate your DISH Network account with the information you provided in your correspondence. So that I may assist you with this matter, please contact me directly and provide me with your 16-digit account number. 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]
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On May 25, 2016, we received your complaint, dated May 21, 2016, filed with the Revdex.com. You maintain that DISH Network did not provide you with service. You also said that a technician cut down a tree without your authorization. Please refer to your customer agreement which provides for weather-related outages, as they are out of DISH Network control. Additionally, our records indicate that our technician was authorized by Ms. Sarah Harp, the account holder, to clear obstructions to your dish. Enclosed is a copy of the signed Service Agreement. Please note that Ms. Harp agreed that she had the authority to authorize the work done under the Service Agreement. As our technician was authorized by Ms. Harp to clear any obstructions from the dish in order to provide a stronger signal to the dish and as she agreed to the terms of our customer agreement, we are unable to waive the early termination fee applied to the account. 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]
December 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 21, 2016, we received your complaint, dated December 20, 2016, filed with the Revdex.com. You stated that you experienced problems with your DISH Network service since installation. These issues were not resolved and led you to disconnect the service prior to completing your contractual commitment. You were assured that your early termination fee would be waived, but you have been billed for it. You requested that the fee be waived as promised. Additionally, you requested a refund for the monthly service charges and you would like the satellite dish and cables removed. When we spoke today, I advised you that I resolved your account balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. I informed you that we will be unable to refund you for service at this point; however, I did offer you a free technician visit to remove the satellite dish and cables. You accepted this resolution. 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: 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]
December 30, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####193
Dear Mr. [redacted]:
On December 29, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com.
You expressed concern...
that your damage claim was denied.
Our records reveal that this issue was addressed through the Federal Communications Commission. Enclosed is 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 ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
###-###-####
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23, 2015
Mr. [redacted]
[redacted]
McCallsburg, IA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On September 21, 2015, we received your correspondence, dated September 18, 2015,...
filed with the Revdex.com.
You stated that a DISH Network account was established using your Social Security Number (SSN) without your authorization. You indicated that you had filed an identity theft claim to resolve the matter and you requested compensation from DISH Network for your time spent addressing and resolving the issue.
When we spoke on September 22, 2015, I confirmed that our ID theft team has resolved your claim and cleared the account balance. I explained that DISH Network is unable to offer you the compensation that you are seeking. You said that you received email correspondence from DISH Network indicating that the error was made by DISH Network. I advised you that I was unable to verify your claim. You agreed to respond to the email for further assistance.
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, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was actually very upset with this lady she told me it wasn't dishes fault and I informed her that dish had already claimed fault and I'm waiting to here from the president office because the apology email you also sent said they would contact me immediately and I am still waiting!!!! Not happy at all and sick an tired of hearing it's my ([redacted]) fault yet I have a letter and email from dish saying it's there fault and that my credit won't be totally fixed for six to eight weeks so still very unhappy!!!
Final Business Response /* (4000, 11, 2015/10/06) */
October 2, 2015
Mr. [redacted]
[redacted]
McCallsburg, IA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com.
You indicated that you received a letter and email from DISH Network claiming fault for your ID theft claim.
In our October 1, 2015, email correspondence you provided a copy of the letter and email that you referred to.
I apologize for the poor phrasing of the email response that you received from the Ecare representative. I have addressed that with the appropriate department.
The letter that you provided is a standard letter sent from our ID theft team. It is simply confirming that they completed their investigation and determined that you are not responsible for the account that created the debt posted on your credit report. As a result, they contacted the credit bureaus and requested that the charge be removed. They are in no way claiming responsibility for the ID theft. The responsible party is the person that obtained your information then committed ID theft by using that information to establish a DISH Network account in your name without your authorization.
We have corrected the impact to your credit report, which is the extent of what we can do in this matter. We are unable to provide you the compensation that you are seeking. You will need to pursue the party that actually committed the ID theft crime through the legal system.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted] On November 21, 2016, we received your complaint, dated November 19, 2016, filed with the Revdex.com. You expressed concern with our policy concerning changing the name on an account. You indicated that you are in possession of the equipment and you pay the bills. This account was established under the name of your ex-husband, Mr. [redacted], and because it is his information that is attached to this account with leased equipment, the name cannot be changed. I previously advised you that you would need to establish an account with your own information. To establish an account in your name would require credit qualification and it would enable you to qualify for new customer promotions. We regret that you do not agree with our policy. However, we show that you established your own account and the equipment was transferred to you. You enrolled in the 2-Year Price Guarantee promotion for the America’s Top 250 package (regularly $89.99) with a DVR (regularly $10.00) for $89.99 (plus tax) per month. I added the new customer promotion for three free months of premium movie channels ([redacted]). Please contact us when this offer expires to avoid being charged. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/08/20) */
August 10, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with the...
Revdex.com.
You expressed concern with your monthly DISH Network charges. You maintain that you were told that you would get a new promotional monthly rate at the end of your first year of service.
Please be advised that as you are a current subscriber of DISH Network and have taken part in one of our new customer promotions in the past, we are unable to extend new promotions to you.
Your service was established on August 12, 2014, with a 24-month commitment. Your promotion included a $30.00 discount for the first 12 months. A $5.00 monthly credit was applied to your account for six months on January 27, 2015, to offset the price increase that we experienced for the America's Top 200 package. Since these credits will end on August 12, 2015, the billing statement that generated on July 27, 2015, for service from August 12, 2015, through September 11, 2015, reflected the regular monthly rate of $93.99 plus tax.
Our records reveal that a total monthly credit of $35.00 was applied to your account for the next three months.
When I spoke with you by phone on August 7, 2015, I advised you that I made an exception and extended the $35.00 monthly credit through the end of your term commitment.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/09) */
June 8, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 5, 2015, we received your complaint, dated June 4, 2015, filed with the Better...
Business Bureau.
You expressed concern about DISH Network's identity theft process and you said that DISH Network declined to assist your local police department in their investigation.
When we spoke, I explained that DISH Network is barred by federal law from providing account information to anyone not associated with the account. As such, a subpoena or court order is required for us to release the information your local police department was requesting.
I advised you that our identity theft procedures require that the entire ID theft packet be completed in order to process a claim. As not all your information was included, our Identity Theft Team could not process your claim. Once they receive all the required information they will be able to process your claim. You indicated that you will provide them with that information as soon as possible.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to [redacted] with the Identity Theft Team with Dish Network.
they are unapoligetic for sending me to the creditors for obvious Identity Theft.
Again Identity Theft can happen to anyone and when it does, a company such as Dish Network, should stand by their long term customers.
When a case of Identity Theft occurs, they should apologize for their negligence in allowing and permitting someone to open an account in my name.
In this instance, Dish Network, was given a false home address, a false first name, a false last name and still they allowed the account to be opened.
I do not feel I should have had any responsibility for this account when the Dish opened this false account with the wrong spelling of my name, the wrong home address.
Versus other responsible corporations such as American Express, Dish makes all the responsibility of their errors on the Dish Customer.
They give me all the applications requirements to clear my name and without it, they will not put a hold back on the creditors. When I clearly called them and told them this was identity theft, they did not clear my name, until all their demands were met.
This is unacceptable.
Dish Network needs to have a better control in preventing false customers from signing up. Dish is such a business that has deals and sales and quick sign ups to help their profits and as a result they are willing to sacrifice basic security to prevent Identity Theft from occurring.
Even Dave Simons with Dish Dept noted that they do a quick credit check and if it clears, they feel no responsibility if Idenity Theft happens to their customers.
Instead, Dish should increase their security.
When they open a new account, they should personally call the account holder 1-2 days after the account is opened and verify.
they should certainly not open a new account, if the new client misspells his name or the new name is different the the primary holders.
yes, after a complied with all Dish requests, they pulled back the creditors..
I feel they should have held this credit report once they identified this was all their fault.
Again, future customers of Dish should be well aware that Dish is in the business of profit and will sacrifice your identity security in the name of quick signs ups of new customers whereto real or fraudulent.
Final Business Response /* (4000, 9, 2015/06/24) */
June 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your rebuttal, dated June 14, 2015, filed with the Revdex.com.
You maintain that it is not your responsibility to resolve your ID theft issue and indicated that your identity was compromised due to DISH Network's negligence.
Please note that DISH Network does all it can to verify the person requesting service, and we work very closely with the credit bureaus.
We understand your concerns regarding identity theft and we regret that you disagree with our identity theft procedures.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave [redacted]
I believe Dish Network needs a more aggressive policy in Identity Theft.
Your company should not open an account with a misspelled name, both first and last, open an account with the wrong home address, or open an account with the incorrect social security number.
Despite the identity thief giving you many hints and clues that this account was indeed fraudulent, your company is so aggressive for new accounts and profits, that you are willing to sacrifice your currents clients Identity and credit.
You clearly do not evaluate new applications for DISH aggressively enough based on this case and the above information.
And, versus American Express, who will take the reigns and responsibility to clear their client's accounts when Identity Theft occurs and they are properly notified, your company chooses to aggressively attack your true clients credit or the victims of your poor security process.
Yes, despite my calls to you notifying you of identity theft, you continued to send me to the creditors, until I gave you every last item you demanded. It took 3 weeks for the police department to give me a report and in that time I was reported 3 more times by you for "my bad credit."
You give your clients a list of requirements until you will back off with the creditors for your mistakes.
That is not right.
This is not professional behavior by a major company and I suspect you are placing other innocent customers of DISH through this difficult and timely process.
I believe that this case should be publicized moving forward so that the public understands how DISH manages Identity Theft Cases.
Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You said that you received a DISH Network advertisement offering a 2-year Price Lock and a $50.00 gift card. However, you were told you must wait 60 days from...
the disconnection date of your previous account to participate in this promotion. When we spoke on January 21, 2016, I told you the advertisement you referenced was not included for review with your correspondence. I informed you that all DISH Network advertisements disclose that restrictions may apply. We were unable to set up a new customer account, as you were in the middle of your move. Our attempts reach one another on January 22 and 25, 2016, were unsuccessful. Please contact me directly during my office hours so that I may set up a new account with the Price Lock promotion and $50.00 gift card. 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, 6:00 am to 2:30 pm MST ###-###-####
Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern that you receive mailed advertisements at your residential address as well as the PO Box mentioned above. You requested that we cease sending you mailed advertisements. Most print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. I have placed your PO Box address on our Do Not Contact list. However, since you did not provide your residential address, I was unable to place that address on our Do Not Contact list. Additionally, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two to three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail may still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association [redacted]
[redacted] dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: US Postal Service [redacted] usps.com/forms/_pdf/ps1500.pdf I hope this information will assist you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/06/19) */
June 16, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 10, 2015, we received your complaint, dated June 8, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 11, 15 and 16, 2015, and I left three messages.
You maintain that you referred five people to DISH Network but you did not get the monthly $5.00 discount for the Refer a Friend promotion. You indicated that you were to receive a free PlayStation 4 with the referral of five people.
The DISH Network Refer a Friend promotion offers the existing customer a $5.00 monthly credit for ten months when they provide a new customer with a Refer a Friend certificate. The new customer must provide the certificate number at the time the order for service is placed so that it can be linked to the referring customer's account. Otherwise this offer is invalid.
Our records reveal that one Refer a Friend certificate was redeemed on February 12, 2015, and you have received three of the ten $5.00 monthly credits for that referral. No other certificates have been used.
Your DISH Network service was activated on February 3, 2015. The promotional offer for a PlayStation 4 expired on December 31, 2014.
We apologize for the confusion.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have all supporting documentation to where I refer 5 people and I have a full chat session and I downloaded and saved where the representative told me that they would be giving me the Playstation 4 I've had nothing but lies and problems dealing with DISH Network customer service I want relieved from my Dish Network contract and services.without RepercussionsI have a very nasty voice message as well from a DISH Network representative telling me that I was lying
Final Consumer Response /* (4200, 11, 2015/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was promised the PlayStation 4 both by the installer and by the representative that I chatted with for my troubles I know the promotion has ended but I was promised it anyway by the representative and I had my chat with because the Installer lied to me if you check my account I had nothing but trouble since the very day that it was installed made multiple calls to customer service with very little getting accomplished also the representative that tried to reach me about the better business complaint left a very rude voicemail on my phone the only reason I went through the trouble to sell Dish Network to my friends is because of the promise for the PlayStation 4 is very unfortunate that the installer lied to me but in a chat session with a representative said that they would make that right
Final Business Response /* (4000, 13, 2015/07/09) */
July 8, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with the Revdex.com.
You continue to claim that you were supposed to receive a PlayStation 4. As previously advised, that promotional offer expired on December 30, 2014, and your account was established on February 3, 2015. You did not qualify for that promotion because it was no longer available when you activated your account. I apologize if you were provided with misinformation.
You indicated that you have experienced many difficulties since your activation. A review of your account reveals the only technical issue reported (April 8, 2015) was weather-related and was resolved the same day.
You said you are dissatisfied with my voicemail, which provided you with account updates. Please understand it was not my intent to frustrate you further.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You stated that you began having issues with your DISH Network service in early February 2016. You contacted DISH Network several times to resolve the matter, as you experienced problems with the technician arriving to complete the appointment. Your attempts to correct the problem were unsuccessful and the customer service that you encountered did not meet your expectations, leading you to disconnect the service. You requested that the account balance be resolved, and written confirmation of such. Additionally, you would like an apology for your experience. When we spoke today, I advised you that your service problems were a result of your account being fraudulently accessed. Your account information was compromised, thereby causing your service issues and missed technician visits. I agreed to resolve the account balance and I confirmed that the account was disconnected. You accepted this resolution. We apologize for your experience. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Initial Business Response /* (1000, 5, 2015/09/08) */
September 3, 2015
Mr. [redacted]
[redacted]
Joplin, MO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed...
with the Revdex.com.
You disputed the early termination fee associated with your DISH Network account. You indicated that you were not provided with correct information during your sales call.
When we spoke, I advised you that your early termination fee was waived on August 26, 2015, by an agent with our Office of the President. As there seemed to be some confusion about the capabilities of the internet service, I made an exception and refunded the two payments applied to your account totaling $110.50.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was also told that I would not have to return any of the equipment that was previously furnished by Dish Network.
Final Business Response /* (4000, 9, 2015/09/29) */
September 22, 2015
Mr. [redacted]
[redacted]
Joplin, MO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 14, 2015, filed with the Revdex.com.
You said that you were advised that you did not have to return any of the leased equipment associated with your dishNET account.
When we spoke, I requested more information concerning your statement as our records indicate that we received your leased modem on August 24, 2015, and I waived the TRIA from your account.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. We attempts to contact you at ###-###-#### on January 25, 2016, and February 2 and 4, 2016, were unsuccessful, but we left three messages. You indicated that you...
filed a damage claim for your roof, but no one showed up for the scheduled appointment to assess the damage. I contacted our Corporate Field Resolutions (CFR) Department and another assessment was scheduled for January 30, 2016. Please contact Mr. [redacted] at ###-###-####, ext. 47365, to confirm if the assessment was completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Dear Ms. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You disagree with my previous response. You requested that DISH Network reimburse you for the reconnection to another TV provider and you said you do not know the cost. You also indicated that you were told by a DISH Network agent to send in a copy of your bill. As explained, while we regret the inconvenience you may have experienced, we are unable to honor your request to reimburse you for having another TV provider installed. We have no record of the offer you described. 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, 6:00 am to 2:30 pm MST ###-###-####
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]
Dear Mr. [redacted]: On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. You continue to imply that we charge an extra $10.00 fee for not being enrolled in our Credit Card AutoPay (CCA) option. As previously advised, all charges are billed at the regular rate. We provide a $10.00 monthly credit when our customers enroll in CCA. This is a discount off the regular price. If you choose not to enroll in CCA, you will only be billed the regular rate--not an extra fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/11/10) */
November 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 10, 2015, we received your complaint, dated November 2,...
2015, filed with the Revdex.com.
You said that our technician was unable to get a signal for service at your new residence. You expressed concern over being charged an early termination fee.
When we spoke, I advised you that our contract does state that if you move, you are still bound by the agreement. However, I made an exception and I waived your early termination fee. I also told you that a refund of $269.02 will be provided within the next three business days.
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]
April 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 19, 2016, we received your complaint, dated April 18, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on April 20, 22 and 25, 2016, and there was not option to leave a message. You maintain that you were not aware that when you moved you entered into a new 24-month agreement and the technician did not provide you with this information. Our records reveal that when your DISH Network system was installed at your new residence, we emailed you a copy of the DISH n’ It Up 24-month agreement to [redacted]@gmail.com. Please note that the technician does not discuss the agreement: our sales representatives are required to disclose all terms and conditions. However, I was unable to locate your sales call recording and as an exception, I waived the 24-month commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
November 11, 2016 Dear Mr. [redacted]: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on November 7, 8 and 11, 2016. I left three voice messages. While you...
returned my call, we were unable to speak directly. You maintain that at the time of sale you requested to view the Pittsburg Penguins, NHL game, and you asked if there was an additional subscription package required for these games. I reviewed your sales chat from June 1, 2016. I found that our agent advised you that the NHL Center Ice package is separate from the monthly subscription package and that you could call customer service to add the package to your account. While the price of that NHL Center Ice package was not discussed, there was no implication that the NHL package was included with the monthly subscription. During the sale, the agent explained that the regional sports channels (Root Sports Pittsburg and Sports Time Ohio) are included with your subscription to the America’s Top 200 package, along with the NBC Sports Network and NHL Network channels. While you subscribe to these channels, please note that sporting events are subject to blackouts. You may add the NHL Center Ice package at the one-time fee of $139.96 or pay for the package over four installments of $34.99. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
April 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On April 14, 2016, we received your correspondence, dated April 13, 2016, filed with the Revdex.com. You said that you have yet to receive a return box and label for the equipment return. In addition, you requested a refund. I attempted to reach you at [redacted] on April 14, 15 and 18, 2016. I left three voice messages. I was unable to locate your DISH Network account with the information you provided in your correspondence. So that I may assist you with this matter, please contact me directly and provide me with your 16-digit account number. 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]
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On May 25, 2016, we received your complaint, dated May 21, 2016, filed with the Revdex.com. You maintain that DISH Network did not provide you with service. You also said that a technician cut down a tree without your authorization. Please refer to your customer agreement which provides for weather-related outages, as they are out of DISH Network control. Additionally, our records indicate that our technician was authorized by Ms. Sarah Harp, the account holder, to clear obstructions to your dish. Enclosed is a copy of the signed Service Agreement. Please note that Ms. Harp agreed that she had the authority to authorize the work done under the Service Agreement. As our technician was authorized by Ms. Harp to clear any obstructions from the dish in order to provide a stronger signal to the dish and as she agreed to the terms of our customer agreement, we are unable to waive the early termination fee applied to the account. 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]
December 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 21, 2016, we received your complaint, dated December 20, 2016, filed with the Revdex.com. You stated that you experienced problems with your DISH Network service since installation. These issues were not resolved and led you to disconnect the service prior to completing your contractual commitment. You were assured that your early termination fee would be waived, but you have been billed for it. You requested that the fee be waived as promised. Additionally, you requested a refund for the monthly service charges and you would like the satellite dish and cables removed. When we spoke today, I advised you that I resolved your account balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. I informed you that we will be unable to refund you for service at this point; however, I did offer you a free technician visit to remove the satellite dish and cables. You accepted this resolution. 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: 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]
December 30, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####193
Dear Mr. [redacted]:
On December 29, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com.
You expressed concern...
that your damage claim was denied.
Our records reveal that this issue was addressed through the Federal Communications Commission. Enclosed is 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 ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
###-###-####
Initial Business Response /* (1000, 5, 2015/09/25) */
September 23, 2015
Mr. [redacted]
[redacted]
McCallsburg, IA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On September 21, 2015, we received your correspondence, dated September 18, 2015,...
filed with the Revdex.com.
You stated that a DISH Network account was established using your Social Security Number (SSN) without your authorization. You indicated that you had filed an identity theft claim to resolve the matter and you requested compensation from DISH Network for your time spent addressing and resolving the issue.
When we spoke on September 22, 2015, I confirmed that our ID theft team has resolved your claim and cleared the account balance. I explained that DISH Network is unable to offer you the compensation that you are seeking. You said that you received email correspondence from DISH Network indicating that the error was made by DISH Network. I advised you that I was unable to verify your claim. You agreed to respond to the email for further assistance.
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, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was actually very upset with this lady she told me it wasn't dishes fault and I informed her that dish had already claimed fault and I'm waiting to here from the president office because the apology email you also sent said they would contact me immediately and I am still waiting!!!! Not happy at all and sick an tired of hearing it's my ([redacted]) fault yet I have a letter and email from dish saying it's there fault and that my credit won't be totally fixed for six to eight weeks so still very unhappy!!!
Final Business Response /* (4000, 11, 2015/10/06) */
October 2, 2015
Mr. [redacted]
[redacted]
McCallsburg, IA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com.
You indicated that you received a letter and email from DISH Network claiming fault for your ID theft claim.
In our October 1, 2015, email correspondence you provided a copy of the letter and email that you referred to.
I apologize for the poor phrasing of the email response that you received from the Ecare representative. I have addressed that with the appropriate department.
The letter that you provided is a standard letter sent from our ID theft team. It is simply confirming that they completed their investigation and determined that you are not responsible for the account that created the debt posted on your credit report. As a result, they contacted the credit bureaus and requested that the charge be removed. They are in no way claiming responsibility for the ID theft. The responsible party is the person that obtained your information then committed ID theft by using that information to establish a DISH Network account in your name without your authorization.
We have corrected the impact to your credit report, which is the extent of what we can do in this matter. We are unable to provide you the compensation that you are seeking. You will need to pursue the party that actually committed the ID theft crime through the legal system.
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]
November 23, 2016 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted] On November 21, 2016, we received your complaint, dated November 19, 2016, filed with the Revdex.com. You expressed concern with our policy concerning changing the name on an account. You indicated that you are in possession of the equipment and you pay the bills. This account was established under the name of your ex-husband, Mr. [redacted], and because it is his information that is attached to this account with leased equipment, the name cannot be changed. I previously advised you that you would need to establish an account with your own information. To establish an account in your name would require credit qualification and it would enable you to qualify for new customer promotions. We regret that you do not agree with our policy. However, we show that you established your own account and the equipment was transferred to you. You enrolled in the 2-Year Price Guarantee promotion for the America’s Top 250 package (regularly $89.99) with a DVR (regularly $10.00) for $89.99 (plus tax) per month. I added the new customer promotion for three free months of premium movie channels ([redacted]). Please contact us when this offer expires to avoid being charged. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/08/20) */
August 10, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 5, 2015, we received your complaint, dated August 4, 2015, filed with the...
Revdex.com.
You expressed concern with your monthly DISH Network charges. You maintain that you were told that you would get a new promotional monthly rate at the end of your first year of service.
Please be advised that as you are a current subscriber of DISH Network and have taken part in one of our new customer promotions in the past, we are unable to extend new promotions to you.
Your service was established on August 12, 2014, with a 24-month commitment. Your promotion included a $30.00 discount for the first 12 months. A $5.00 monthly credit was applied to your account for six months on January 27, 2015, to offset the price increase that we experienced for the America's Top 200 package. Since these credits will end on August 12, 2015, the billing statement that generated on July 27, 2015, for service from August 12, 2015, through September 11, 2015, reflected the regular monthly rate of $93.99 plus tax.
Our records reveal that a total monthly credit of $35.00 was applied to your account for the next three months.
When I spoke with you by phone on August 7, 2015, I advised you that I made an exception and extended the $35.00 monthly credit through the end of your term commitment.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/09) */
June 8, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 5, 2015, we received your complaint, dated June 4, 2015, filed with the Better...
Business Bureau.
You expressed concern about DISH Network's identity theft process and you said that DISH Network declined to assist your local police department in their investigation.
When we spoke, I explained that DISH Network is barred by federal law from providing account information to anyone not associated with the account. As such, a subpoena or court order is required for us to release the information your local police department was requesting.
I advised you that our identity theft procedures require that the entire ID theft packet be completed in order to process a claim. As not all your information was included, our Identity Theft Team could not process your claim. Once they receive all the required information they will be able to process your claim. You indicated that you will provide them with that information as soon as possible.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to [redacted] with the Identity Theft Team with Dish Network.
they are unapoligetic for sending me to the creditors for obvious Identity Theft.
Again Identity Theft can happen to anyone and when it does, a company such as Dish Network, should stand by their long term customers.
When a case of Identity Theft occurs, they should apologize for their negligence in allowing and permitting someone to open an account in my name.
In this instance, Dish Network, was given a false home address, a false first name, a false last name and still they allowed the account to be opened.
I do not feel I should have had any responsibility for this account when the Dish opened this false account with the wrong spelling of my name, the wrong home address.
Versus other responsible corporations such as American Express, Dish makes all the responsibility of their errors on the Dish Customer.
They give me all the applications requirements to clear my name and without it, they will not put a hold back on the creditors. When I clearly called them and told them this was identity theft, they did not clear my name, until all their demands were met.
This is unacceptable.
Dish Network needs to have a better control in preventing false customers from signing up. Dish is such a business that has deals and sales and quick sign ups to help their profits and as a result they are willing to sacrifice basic security to prevent Identity Theft from occurring.
Even Dave Simons with Dish Dept noted that they do a quick credit check and if it clears, they feel no responsibility if Idenity Theft happens to their customers.
Instead, Dish should increase their security.
When they open a new account, they should personally call the account holder 1-2 days after the account is opened and verify.
they should certainly not open a new account, if the new client misspells his name or the new name is different the the primary holders.
yes, after a complied with all Dish requests, they pulled back the creditors..
I feel they should have held this credit report once they identified this was all their fault.
Again, future customers of Dish should be well aware that Dish is in the business of profit and will sacrifice your identity security in the name of quick signs ups of new customers whereto real or fraudulent.
Final Business Response /* (4000, 9, 2015/06/24) */
June 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your rebuttal, dated June 14, 2015, filed with the Revdex.com.
You maintain that it is not your responsibility to resolve your ID theft issue and indicated that your identity was compromised due to DISH Network's negligence.
Please note that DISH Network does all it can to verify the person requesting service, and we work very closely with the credit bureaus.
We understand your concerns regarding identity theft and we regret that you disagree with our identity theft procedures.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave [redacted]
I believe Dish Network needs a more aggressive policy in Identity Theft.
Your company should not open an account with a misspelled name, both first and last, open an account with the wrong home address, or open an account with the incorrect social security number.
Despite the identity thief giving you many hints and clues that this account was indeed fraudulent, your company is so aggressive for new accounts and profits, that you are willing to sacrifice your currents clients Identity and credit.
You clearly do not evaluate new applications for DISH aggressively enough based on this case and the above information.
And, versus American Express, who will take the reigns and responsibility to clear their client's accounts when Identity Theft occurs and they are properly notified, your company chooses to aggressively attack your true clients credit or the victims of your poor security process.
Yes, despite my calls to you notifying you of identity theft, you continued to send me to the creditors, until I gave you every last item you demanded. It took 3 weeks for the police department to give me a report and in that time I was reported 3 more times by you for "my bad credit."
You give your clients a list of requirements until you will back off with the creditors for your mistakes.
That is not right.
This is not professional behavior by a major company and I suspect you are placing other innocent customers of DISH through this difficult and timely process.
I believe that this case should be publicized moving forward so that the public understands how DISH manages Identity Theft Cases.
Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You said that you received a DISH Network advertisement offering a 2-year Price Lock and a $50.00 gift card. However, you were told you must wait 60 days from...
the disconnection date of your previous account to participate in this promotion. When we spoke on January 21, 2016, I told you the advertisement you referenced was not included for review with your correspondence. I informed you that all DISH Network advertisements disclose that restrictions may apply. We were unable to set up a new customer account, as you were in the middle of your move. Our attempts reach one another on January 22 and 25, 2016, were unsuccessful. Please contact me directly during my office hours so that I may set up a new account with the Price Lock promotion and $50.00 gift card. 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, 6:00 am to 2:30 pm MST ###-###-####
March 30, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern that you receive mailed advertisements at your residential address as well as the PO Box mentioned above. You requested that we cease sending you mailed advertisements. Most print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. I have placed your PO Box address on our Do Not Contact list. However, since you did not provide your residential address, I was unable to place that address on our Do Not Contact list. Additionally, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two to three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail may still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association [redacted]
[redacted] dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: US Postal Service [redacted] usps.com/forms/_pdf/ps1500.pdf I hope this information will assist you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Initial Business Response /* (1000, 5, 2015/06/19) */
June 16, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 10, 2015, we received your complaint, dated June 8, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 11, 15 and 16, 2015, and I left three messages.
You maintain that you referred five people to DISH Network but you did not get the monthly $5.00 discount for the Refer a Friend promotion. You indicated that you were to receive a free PlayStation 4 with the referral of five people.
The DISH Network Refer a Friend promotion offers the existing customer a $5.00 monthly credit for ten months when they provide a new customer with a Refer a Friend certificate. The new customer must provide the certificate number at the time the order for service is placed so that it can be linked to the referring customer's account. Otherwise this offer is invalid.
Our records reveal that one Refer a Friend certificate was redeemed on February 12, 2015, and you have received three of the ten $5.00 monthly credits for that referral. No other certificates have been used.
Your DISH Network service was activated on February 3, 2015. The promotional offer for a PlayStation 4 expired on December 31, 2014.
We apologize for the confusion.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have all supporting documentation to where I refer 5 people and I have a full chat session and I downloaded and saved where the representative told me that they would be giving me the Playstation 4 I've had nothing but lies and problems dealing with DISH Network customer service I want relieved from my Dish Network contract and services.without RepercussionsI have a very nasty voice message as well from a DISH Network representative telling me that I was lying
Final Consumer Response /* (4200, 11, 2015/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was promised the PlayStation 4 both by the installer and by the representative that I chatted with for my troubles I know the promotion has ended but I was promised it anyway by the representative and I had my chat with because the Installer lied to me if you check my account I had nothing but trouble since the very day that it was installed made multiple calls to customer service with very little getting accomplished also the representative that tried to reach me about the better business complaint left a very rude voicemail on my phone the only reason I went through the trouble to sell Dish Network to my friends is because of the promise for the PlayStation 4 is very unfortunate that the installer lied to me but in a chat session with a representative said that they would make that right
Final Business Response /* (4000, 13, 2015/07/09) */
July 8, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with the Revdex.com.
You continue to claim that you were supposed to receive a PlayStation 4. As previously advised, that promotional offer expired on December 30, 2014, and your account was established on February 3, 2015. You did not qualify for that promotion because it was no longer available when you activated your account. I apologize if you were provided with misinformation.
You indicated that you have experienced many difficulties since your activation. A review of your account reveals the only technical issue reported (April 8, 2015) was weather-related and was resolved the same day.
You said you are dissatisfied with my voicemail, which provided you with account updates. Please understand it was not my intent to frustrate you further.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
March 30, 2016 Ms. [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. You stated that you began having issues with your DISH Network service in early February 2016. You contacted DISH Network several times to resolve the matter, as you experienced problems with the technician arriving to complete the appointment. Your attempts to correct the problem were unsuccessful and the customer service that you encountered did not meet your expectations, leading you to disconnect the service. You requested that the account balance be resolved, and written confirmation of such. Additionally, you would like an apology for your experience. When we spoke today, I advised you that your service problems were a result of your account being fraudulently accessed. Your account information was compromised, thereby causing your service issues and missed technician visits. I agreed to resolve the account balance and I confirmed that the account was disconnected. You accepted this resolution. We apologize for your experience. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Initial Business Response /* (1000, 5, 2015/09/08) */
September 3, 2015
Mr. [redacted]
[redacted]
Joplin, MO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed...
with the Revdex.com.
You disputed the early termination fee associated with your DISH Network account. You indicated that you were not provided with correct information during your sales call.
When we spoke, I advised you that your early termination fee was waived on August 26, 2015, by an agent with our Office of the President. As there seemed to be some confusion about the capabilities of the internet service, I made an exception and refunded the two payments applied to your account totaling $110.50.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was also told that I would not have to return any of the equipment that was previously furnished by Dish Network.
Final Business Response /* (4000, 9, 2015/09/29) */
September 22, 2015
Mr. [redacted]
[redacted]
Joplin, MO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 14, 2015, filed with the Revdex.com.
You said that you were advised that you did not have to return any of the leased equipment associated with your dishNET account.
When we spoke, I requested more information concerning your statement as our records indicate that we received your leased modem on August 24, 2015, and I waived the TRIA from your account.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. We attempts to contact you at ###-###-#### on January 25, 2016, and February 2 and 4, 2016, were unsuccessful, but we left three messages. You indicated that you...
filed a damage claim for your roof, but no one showed up for the scheduled appointment to assess the damage. I contacted our Corporate Field Resolutions (CFR) Department and another assessment was scheduled for January 30, 2016. Please contact Mr. [redacted] at ###-###-####, ext. 47365, to confirm if the assessment was completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Dear Ms. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You disagree with my previous response. You requested that DISH Network reimburse you for the reconnection to another TV provider and you said you do not know the cost. You also indicated that you were told by a DISH Network agent to send in a copy of your bill. As explained, while we regret the inconvenience you may have experienced, we are unable to honor your request to reimburse you for having another TV provider installed. We have no record of the offer you described. 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, 6:00 am to 2:30 pm MST ###-###-####
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]