February 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On February 29, 2016, we received your rebuttal, dated February 26, 2016, filed with the Revdex.com. You indicated that you did not accept my response and that your caller ID did not show any calls from DISH Network. Please refer to my previous response wherein I explained that my calls to you failed, so your caller ID would not show calls from us. While I sincerely regret that you do not agree with my response, I researched our records and reviewed your calls to us and found no evidence that you were advised not to return your leased equipment. 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] cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted]
*
[redacted]
Complaint: [redacted]
I am rejecting this response because:As I had explained the first check had finally arrived and I had cashed it. It cleared and has not been since rejected. I was confused about which check it might have been and had been waiting for my money since October so I cashed the check. Since then the new check arrived. I have it and can send it back. Just awaiting word as to what I need to do.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. You maintain that when you called us on June 15, 2016, to try to negotiate a price match for a DIRECTV offer, the agent told you there would be no charge to disconnect the service. This account was established on April 9, 2015, under the Digital Home Advantage 24-month agreement (copy enclosed). Since you did not fulfill the commitment, you were charged a $200.00 early termination fee. When I spoke with you by telephone today, I informed you that a review of the call on June 15, 2016, reveals that the early termination fee was not discussed and you were not told it would be waived. The fee remains valid. 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]
[redacted] Dear Ms. [redacted]: On March 3, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. You requested to have your brother’s account disconnection backdated because of his passing. When we spoke, I advised you that I applied a credit and refund of $85.65 to Mr. [redacted] account. Please accept our sincere condolences for your loss. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
[redacted] Dear Mr. [redacted]: On February 6, 2017, we received your complaint, dated January 30, 2017, filed with the Revdex.com. You stated that when you purchased your DISH Network service from [redacted], an independent retail service provider, in January 2016, your intention was to purchase only internet service. You disconnected the TV service in November 2016. You made a 24-month contractual commitment so you were charged a $360.00 early termination fee. You requested that the early termination fee be waived. My attempts to contact you at [redacted] on February 8, 9, 15, 16 and 17, 2017, were unsuccessful. However, I was able to leave a message and my contact information at [redacted]. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. The feedback we received from the [redacted] sales call indicated that the purchase of TV service through DISH Network was fully disclosed. However, as a courtesy, I can offer to reduce the early termination fee to $99.00. If you are interested in accepting my offer, please contact me by March 17, 2016. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] Enclosure [redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your complaint, dated January 25, 2016, filed with the Revdex.com. You indicated that you have not received your refund because it was sent to the incorrect address. You would like the refund check to be reissued to the correct address immediately. Our records show that a refund check of $635.00 was issued on January 6, 2016. Please be advised that a request to reissue the check cannot be made until 30 days after the initial check was mailed. This is to ensure that the check is not cashed. When I spoke with you by phone on January 27, 2016, I advised you that I submitted a request to reissue the check before the 30-day window. I will follow up with you once a new check is mailed. 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 (720) 514-7291 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your internet service. You maintain that you were not told about the usage limitations for the service. Your TV and internet services were activated on April 20, 2016, with a 24-month commitment for each service. The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed. A review of the sales call recording from April 19, 2016, found that the usage limitations for the service were disclosed. When I spoke with you by phone on May 5, 2016, I advised you that I made an exception and waived the internet term commitment. As you requested, I scheduled the service to be disconnected on May 7, 2016. Please be advised that your TV service will continue as normal. 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]
[redacted] Dear Ms. [redacted]: On April 1, 2016, we received your complaint, dated March 31, 2016, filed with the Revdex.com. You said that you were not advised of the $50.00 activation fee, and that your account was disconnected because you declined to pay it. You requested that an adjustment be applied to your bill. When we spoke, I advised you that your initial payment to secure installation was returned to DISH Network. As such, your service was disconnected due to non-payment. I reviewed your sales call and found that you were aware of the $50.00 activation fee and you authorized the initial payment of $111.62, which included the fee. As a courtesy, I waived the $480.00 early termination fee; however, your remaining balance of $53.96 for the activation fee and service rendered remains, and we request that it be paid. 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]
* cc:
Initial Business Response /* (1000, 5, 2015/08/25) */
August 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your correspondence, dated August 17, 2015,...
filed with the Revdex.com.
You indicated that you recently disconnected your DISH Network service due to the increased monthly cost. There is an outstanding balance on the account of $38.17 that you do not feel you owe. You have made several unsuccessful attempts to resolve this issue and you requested that this be corrected.
When we spoke today, I confirmed that a credit you were promised in August 2014 was not applied to your account. I agreed to remove the $38.17 balance on your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Mr. [redacted] I apologize, DISH called me posing as you to get me to comply with them, I am and was unaware that Revdex.com does not make calls or at the least make 3 way calls. I need your help DISH is full of fraud, they have continued to lie. I do NOT want to accept their offer I recant my approval of the...
offer due to being told that it was you Mr. [redacted] that was on the phone telling me my options. I do NOT want their $45.00 credit on the account bill under the name [redacted]. Once again I am his daughter who made a 1 time payment and in exchange they saved my card and charged me again. I still want the funds that they shorted me for every single day I had to deal with their lies runaround and careless mistakes. Once again I defiantly want to recant the offer I do not want it.
February 9, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 1, 2018, we received your complaint, dated January 31, 2018, filed with the Revdex.com. You maintain you were unaware of the two-year term commitment. You disputed the signature on the agreement, and the early termination fee. You established your service under the Digital Home Advantage promotion with a 24-month commitment through [redacted], an independent retailer. The sale of your service will be investigated internally. Please note that the signature that is gathered at the time of installation 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. Our records reveal that Mr. Carlos B[redacted], a DISH Network Dispute Resolution Specialist, spoke to [redacted] on your behalf on January 31, 2018. Mr. B[redacted] offered to reduce the early termination fee to $100.00, but she declined. If you would like to accept this offer, please contact me directly. 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]
Initial Business Response /* (1000, 5, 2015/10/08) */
October 3, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 25, 2015, we received your correspondence, dated September 24, 2015,...
filed with the Revdex.com.
You said you had a house fire in January 2013, and you maintain you are being billed for service after this date.
I attempted to reach you at (XXX) XXX-XXXX on September 28 and 30, 2015, and October 1, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I have enclosed a copy of your signed DHA agreement for your records. Because your service was disconnected prior to the promotional fulfillment date, you were billed $280.00 (plus tax) for an early termination fee. You are not being billed for service.
I made an exception and reversed the early termination fee. As of September 28, 2015, your DISH Network account is at a zero balance. This information will be removed from your credit report. Please allow up to eight weeks for processing.
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, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
One guy said we keep all recorded calls. After 7 minutes, he couldn't find it. (what took so long?) Then they tell me they started saving them right after our arrangement. Now they are making up what was said in that call. I assure you, none of the details were mentioned. It was a straight, what you are getting, plus HBO, for $43.49, for 25 months, period.
Initial Business Response /* (1000, 5, 2015/06/11) */
June 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 9, 2015, we received your complaint, dated June 8, 2015, filed with the...
Revdex.com.
You maintain that you are not receiving the monthly rate of $30.68 that you agreed to for 24 months. You also expressed concern with the early termination fee to disconnect your service.
Your service was activated on May 9, 2014, with a 24-month commitment. Your promotion included a $25.00 discount for the first 12 months and you received the Protection Plan (previously $7.00) free for four months.
On September 9, 2014, the promotional offer for the Protection Plan ended. Since you opted to keep the service, you began to be billed the regular service charge of $8.00, making your monthly rate $37.99 plus tax.
Our prices are not guaranteed because we reserve the right to change prices at any time. On January 30, 2015, the price of the America's Top 120 package was increased by $5.00.
Your service was placed on DISH Pause on October 1, 2014. Please be advised that placing your service on DISH Pause forfeits the promotional discounts on your account. As a result, when DISH Pause was removed on February 25, 2015, you began to be billed the regular service charges of $67.99 plus tax.
As a courtesy, credits totaling $25.00 were applied to your account for six months. An additional $5.00 monthly credit was applied on April 24, 2015, for six months. These credits reduce your monthly rate to $37.99 plus tax and will fulfill the initial 12-month promotional discount.
When I spoke with you by phone today, I advised you that your 24-month commitment and current monthly charges are valid. We are unable to honor your request for a refund or compensate you for your time.
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 /* (3000, 12, 2015/07/02) */
Hello.
I would like to re-open this claim if possible,
I have more information, I would like to provide.
Thank you in advance
February 7, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 6, 2017, we received your rebuttal, dated February 2, 2017, filed with the Revdex.com. You maintain that you were not aware you were receiving monthly credits that would end. You also expressed concern about the level of customer service you received. You said that you will not pay your DISH Network balance. Please refer to my previous response wherein I explained that you were made aware that the monthly courtesy credits you were receiving would end. In addition, this was reflected on your monthly DISH Network bill. Please note that a review of your calls revealed that you requested wireless Joeys during your equipment upgrade because you did not wish to have wires running through your house. Additionally, your initial equipment upgrade was on November 6, 2015. The technician to which you refer was not dispatched to fix the installation, but to troubleshoot a Joey in your outbuilding, which was not present during the initial installation. The majority of calls we received from you were requests for adjustments to your bill, and not about technical issues. As you received the benefit of, and agreed to the terms of, your equipment upgrade and associated 24-month commitment, and as you received the service for which DISH Network billed you, we are unable to waive or adjust your current balance of $332.78. It was not my intention to add to your frustration--only to respond to your initial complaint with what our records show. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/09/25) */
September 18, 2015
Mr. [redacted]
Phoenix, AZ XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on September 16, 17 and 18, 2015, and I left three messages.
You are a former DISH Network employee and you maintain you were told that you are subject to an early termination fee. You requested equipment return boxes and you wanted to know your account balance.
DISH Network employees are not obligated to a term commitment. You are not in a term commitment and you will not be charged an early termination fee.
Boxes were shipped to the address on the account but since we have not received the equipment, you were charged for unreturned equipment ($397.00 plus tax). I updated the address to the address listed on your complaint and I requested that boxes be shipped to the updated address.
Once the equipment is received, the unreturned equipment fees will be removed. This will leave a programming balance due of $122.98.
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]
December 1, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You said that when you called in to inquire about disconnecting your account, you were told that your early termination fee would be $90.00. However, when you called back you were told that the early termination fee would be $160.00. You asked that we honor the original fee of $90.00 that you were quoted. When we spoke by phone, I told you that I will meet your request and ensure that your early termination fee is $90.00. At your request, I disconnected your account and provided you with the equipment return disclosures. I also advised you that your finial balance is $79.20. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/09/21) */
September 16, 2015
Ms. [redacted]
XXXXX [redacted]
Richton, MS XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 10, 2015, we received your complaint, dated September 9, 2015, filed...
with the Revdex.com.
You said that you were charged for service that you declined. You also indicated that you were offered a refund that you did not receive.
When we spoke, I explained that your $448.91 refund is being processed; however, because the charge was an electronic check, we must ensure that the payment has cleared so that we have the funds to return to you. We appreciate your patience.
A review of our records indicate that you requested three TV mounts from your technician but later decided to keep only one, as you did not own TVs for the other two mounts. Unfortunately, as the technician was a subcontractor he was not able to take the mounts with him after the order had been processed.
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: 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, 12, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not give a reason why he would not take the brackets with him or void at that time. They said he was written up for his conduct. The money has not been replaced. No apology given. They stated they would provide in writing the actions they'd take.provide to Revdex.com and to me. they did not.
Final Business Response /* (4000, 14, 2015/10/02) */
September 29, 2015
Ms. [redacted]
XXXXX [redacted]
Richton, MS XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 28, 2015, we received your rebuttal, dated September 25, 2015, filed with the Revdex.com.
You said that I did not advise you why the brackets could not be retrieved by the technician and that you had not received a written response.
Please note that the response to which you rebutted, posted September 21, 2015, was my written response.
As I advised you when we spoke, the technician was a subcontracted technician. As such, once your order was placed and delivered, he was not able to take the equipment with him as it belonged to you. Please note that I never advised you that the technician received any punitive actionjust that your concerns were reported to the appropriate department.
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]
March 5, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 26, 2018, we received your correspondence, dated February 23, 2018, filed with the Revdex.com. You said you fulfilled your original term commitment. You maintain that in 2017, you experienced recording conflicts and a Hopper was added to your account. You indicated you are moving to an assisted-living facility. You disputed the early termination fee and the equipment return fees. When we spoke on February 26, 2018, I informed you that you enrolled in the DISH’n It Up (DIU) equipment upgrade with a 24-month commitment on July 26, 2017. A review of your call from July 24, 2018, (date the order was placed) revealed that the agent provided you with full disclosure for the DIU promotion. During this call, the agent explained that the account holder must sign the agreement. The agreement was signed during the installation. Because the service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee. When you agreed to the Digital Home Advantage (the original promotion) and the DIU promotions, you agreed to return the leased equipment to DISH Network and bear all costs of the return. The return equipment fees are valid. Please note that the prorated programming credits covered these fees. Although full disclosure for the DIU promotion was provided, I made an exception and reversed the early termination fee. You accepted this resolution. As of February 26, 2018, your programming balance is zero. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. You advised me that your son will return the leased equipment on your behalf. A return box and label were delivered to your address by [redacted] on March 2, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On February 29, 2016, we received your rebuttal, dated February 26, 2016, filed with the Revdex.com. You indicated that you did not accept my response and that your caller ID did not show any calls from DISH Network. Please refer to my previous response wherein I explained that my calls to you failed, so your caller ID would not show calls from us. While I sincerely regret that you do not agree with my response, I researched our records and reviewed your calls to us and found no evidence that you were advised not to return your leased equipment. 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] cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted]
*
[redacted]
Complaint: [redacted]
I am rejecting this response because:As I had explained the first check had finally arrived and I had cashed it. It cleared and has not been since rejected. I was confused about which check it might have been and had been waiting for my money since October so I cashed the check. Since then the new check arrived. I have it and can send it back. Just awaiting word as to what I need to do.
Sincerely,
[redacted]
June 27, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. You maintain that when you called us on June 15, 2016, to try to negotiate a price match for a DIRECTV offer, the agent told you there would be no charge to disconnect the service. This account was established on April 9, 2015, under the Digital Home Advantage 24-month agreement (copy enclosed). Since you did not fulfill the commitment, you were charged a $200.00 early termination fee. When I spoke with you by telephone today, I informed you that a review of the call on June 15, 2016, reveals that the early termination fee was not discussed and you were not told it would be waived. The fee remains valid. 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]
March 7, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 3, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. You requested to have your brother’s account disconnection backdated because of his passing. When we spoke, I advised you that I applied a credit and refund of $85.65 to Mr. [redacted] account. Please accept our sincere condolences for your loss. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, [redacted]
February 17, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 6, 2017, we received your complaint, dated January 30, 2017, filed with the Revdex.com. You stated that when you purchased your DISH Network service from [redacted], an independent retail service provider, in January 2016, your intention was to purchase only internet service. You disconnected the TV service in November 2016. You made a 24-month contractual commitment so you were charged a $360.00 early termination fee. You requested that the early termination fee be waived. My attempts to contact you at [redacted] on February 8, 9, 15, 16 and 17, 2017, were unsuccessful. However, I was able to leave a message and my contact information at [redacted]. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. The feedback we received from the [redacted] sales call indicated that the purchase of TV service through DISH Network was fully disclosed. However, as a courtesy, I can offer to reduce the early termination fee to $99.00. If you are interested in accepting my offer, please contact me by March 17, 2016. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] Enclosure [redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
January 29, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your complaint, dated January 25, 2016, filed with the Revdex.com. You indicated that you have not received your refund because it was sent to the incorrect address. You would like the refund check to be reissued to the correct address immediately. Our records show that a refund check of $635.00 was issued on January 6, 2016. Please be advised that a request to reissue the check cannot be made until 30 days after the initial check was mailed. This is to ensure that the check is not cashed. When I spoke with you by phone on January 27, 2016, I advised you that I submitted a request to reissue the check before the 30-day window. I will follow up with you once a new check is mailed. 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 (720) 514-7291 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
May 6, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your internet service. You maintain that you were not told about the usage limitations for the service. Your TV and internet services were activated on April 20, 2016, with a 24-month commitment for each service. The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed. A review of the sales call recording from April 19, 2016, found that the usage limitations for the service were disclosed. When I spoke with you by phone on May 5, 2016, I advised you that I made an exception and waived the internet term commitment. As you requested, I scheduled the service to be disconnected on May 7, 2016. Please be advised that your TV service will continue as normal. 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]
April 6, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 1, 2016, we received your complaint, dated March 31, 2016, filed with the Revdex.com. You said that you were not advised of the $50.00 activation fee, and that your account was disconnected because you declined to pay it. You requested that an adjustment be applied to your bill. When we spoke, I advised you that your initial payment to secure installation was returned to DISH Network. As such, your service was disconnected due to non-payment. I reviewed your sales call and found that you were aware of the $50.00 activation fee and you authorized the initial payment of $111.62, which included the fee. As a courtesy, I waived the $480.00 early termination fee; however, your remaining balance of $53.96 for the activation fee and service rendered remains, and we request that it be paid. 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]
* cc:
Initial Business Response /* (1000, 5, 2015/08/25) */
August 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your correspondence, dated August 17, 2015,...
filed with the Revdex.com.
You indicated that you recently disconnected your DISH Network service due to the increased monthly cost. There is an outstanding balance on the account of $38.17 that you do not feel you owe. You have made several unsuccessful attempts to resolve this issue and you requested that this be corrected.
When we spoke today, I confirmed that a credit you were promised in August 2014 was not applied to your account. I agreed to remove the $38.17 balance on your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Mr. [redacted] I apologize, DISH called me posing as you to get me to comply with them, I am and was unaware that Revdex.com does not make calls or at the least make 3 way calls. I need your help DISH is full of fraud, they have continued to lie. I do NOT want to accept their offer I recant my approval of the...
offer due to being told that it was you Mr. [redacted] that was on the phone telling me my options. I do NOT want their $45.00 credit on the account bill under the name [redacted]. Once again I am his daughter who made a 1 time payment and in exchange they saved my card and charged me again. I still want the funds that they shorted me for every single day I had to deal with their lies runaround and careless mistakes. Once again I defiantly want to recant the offer I do not want it.
February 9, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 1, 2018, we received your complaint, dated January 31, 2018, filed with the Revdex.com. You maintain you were unaware of the two-year term commitment. You disputed the signature on the agreement, and the early termination fee. You established your service under the Digital Home Advantage promotion with a 24-month commitment through [redacted], an independent retailer. The sale of your service will be investigated internally. Please note that the signature that is gathered at the time of installation 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. Our records reveal that Mr. Carlos B[redacted], a DISH Network Dispute Resolution Specialist, spoke to [redacted] on your behalf on January 31, 2018. Mr. B[redacted] offered to reduce the early termination fee to $100.00, but she declined. If you would like to accept this offer, please contact me directly. 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]
Initial Business Response /* (1000, 5, 2015/10/08) */
October 3, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 25, 2015, we received your correspondence, dated September 24, 2015,...
filed with the Revdex.com.
You said you had a house fire in January 2013, and you maintain you are being billed for service after this date.
I attempted to reach you at (XXX) XXX-XXXX on September 28 and 30, 2015, and October 1, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I have enclosed a copy of your signed DHA agreement for your records. Because your service was disconnected prior to the promotional fulfillment date, you were billed $280.00 (plus tax) for an early termination fee. You are not being billed for service.
I made an exception and reversed the early termination fee. As of September 28, 2015, your DISH Network account is at a zero balance. This information will be removed from your credit report. Please allow up to eight weeks for processing.
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, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
One guy said we keep all recorded calls. After 7 minutes, he couldn't find it. (what took so long?) Then they tell me they started saving them right after our arrangement. Now they are making up what was said in that call. I assure you, none of the details were mentioned. It was a straight, what you are getting, plus HBO, for $43.49, for 25 months, period.
Initial Business Response /* (1000, 5, 2015/06/11) */
June 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 9, 2015, we received your complaint, dated June 8, 2015, filed with the...
Revdex.com.
You maintain that you are not receiving the monthly rate of $30.68 that you agreed to for 24 months. You also expressed concern with the early termination fee to disconnect your service.
Your service was activated on May 9, 2014, with a 24-month commitment. Your promotion included a $25.00 discount for the first 12 months and you received the Protection Plan (previously $7.00) free for four months.
On September 9, 2014, the promotional offer for the Protection Plan ended. Since you opted to keep the service, you began to be billed the regular service charge of $8.00, making your monthly rate $37.99 plus tax.
Our prices are not guaranteed because we reserve the right to change prices at any time. On January 30, 2015, the price of the America's Top 120 package was increased by $5.00.
Your service was placed on DISH Pause on October 1, 2014. Please be advised that placing your service on DISH Pause forfeits the promotional discounts on your account. As a result, when DISH Pause was removed on February 25, 2015, you began to be billed the regular service charges of $67.99 plus tax.
As a courtesy, credits totaling $25.00 were applied to your account for six months. An additional $5.00 monthly credit was applied on April 24, 2015, for six months. These credits reduce your monthly rate to $37.99 plus tax and will fulfill the initial 12-month promotional discount.
When I spoke with you by phone today, I advised you that your 24-month commitment and current monthly charges are valid. We are unable to honor your request for a refund or compensate you for your time.
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 /* (3000, 12, 2015/07/02) */
Hello.
I would like to re-open this claim if possible,
I have more information, I would like to provide.
Thank you in advance
February 7, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On February 6, 2017, we received your rebuttal, dated February 2, 2017, filed with the Revdex.com. You maintain that you were not aware you were receiving monthly credits that would end. You also expressed concern about the level of customer service you received. You said that you will not pay your DISH Network balance. Please refer to my previous response wherein I explained that you were made aware that the monthly courtesy credits you were receiving would end. In addition, this was reflected on your monthly DISH Network bill. Please note that a review of your calls revealed that you requested wireless Joeys during your equipment upgrade because you did not wish to have wires running through your house. Additionally, your initial equipment upgrade was on November 6, 2015. The technician to which you refer was not dispatched to fix the installation, but to troubleshoot a Joey in your outbuilding, which was not present during the initial installation. The majority of calls we received from you were requests for adjustments to your bill, and not about technical issues. As you received the benefit of, and agreed to the terms of, your equipment upgrade and associated 24-month commitment, and as you received the service for which DISH Network billed you, we are unable to waive or adjust your current balance of $332.78. It was not my intention to add to your frustration--only to respond to your initial complaint with what our records show. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/09/25) */
September 18, 2015
Mr. [redacted]
Phoenix, AZ XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 15, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on September 16, 17 and 18, 2015, and I left three messages.
You are a former DISH Network employee and you maintain you were told that you are subject to an early termination fee. You requested equipment return boxes and you wanted to know your account balance.
DISH Network employees are not obligated to a term commitment. You are not in a term commitment and you will not be charged an early termination fee.
Boxes were shipped to the address on the account but since we have not received the equipment, you were charged for unreturned equipment ($397.00 plus tax). I updated the address to the address listed on your complaint and I requested that boxes be shipped to the updated address.
Once the equipment is received, the unreturned equipment fees will be removed. This will leave a programming balance due of $122.98.
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]
December 1, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You said that when you called in to inquire about disconnecting your account, you were told that your early termination fee would be $90.00. However, when you called back you were told that the early termination fee would be $160.00. You asked that we honor the original fee of $90.00 that you were quoted. When we spoke by phone, I told you that I will meet your request and ensure that your early termination fee is $90.00. At your request, I disconnected your account and provided you with the equipment return disclosures. I also advised you that your finial balance is $79.20. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/09/21) */
September 16, 2015
Ms. [redacted]
XXXXX [redacted]
Richton, MS XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 10, 2015, we received your complaint, dated September 9, 2015, filed...
with the Revdex.com.
You said that you were charged for service that you declined. You also indicated that you were offered a refund that you did not receive.
When we spoke, I explained that your $448.91 refund is being processed; however, because the charge was an electronic check, we must ensure that the payment has cleared so that we have the funds to return to you. We appreciate your patience.
A review of our records indicate that you requested three TV mounts from your technician but later decided to keep only one, as you did not own TVs for the other two mounts. Unfortunately, as the technician was a subcontractor he was not able to take the mounts with him after the order had been processed.
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: 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, 12, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not give a reason why he would not take the brackets with him or void at that time. They said he was written up for his conduct. The money has not been replaced. No apology given. They stated they would provide in writing the actions they'd take.provide to Revdex.com and to me. they did not.
Final Business Response /* (4000, 14, 2015/10/02) */
September 29, 2015
Ms. [redacted]
XXXXX [redacted]
Richton, MS XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 28, 2015, we received your rebuttal, dated September 25, 2015, filed with the Revdex.com.
You said that I did not advise you why the brackets could not be retrieved by the technician and that you had not received a written response.
Please note that the response to which you rebutted, posted September 21, 2015, was my written response.
As I advised you when we spoke, the technician was a subcontracted technician. As such, once your order was placed and delivered, he was not able to take the equipment with him as it belonged to you. Please note that I never advised you that the technician received any punitive actionjust that your concerns were reported to the appropriate department.
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]
March 5, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 26, 2018, we received your correspondence, dated February 23, 2018, filed with the Revdex.com. You said you fulfilled your original term commitment. You maintain that in 2017, you experienced recording conflicts and a Hopper was added to your account. You indicated you are moving to an assisted-living facility. You disputed the early termination fee and the equipment return fees. When we spoke on February 26, 2018, I informed you that you enrolled in the DISH’n It Up (DIU) equipment upgrade with a 24-month commitment on July 26, 2017. A review of your call from July 24, 2018, (date the order was placed) revealed that the agent provided you with full disclosure for the DIU promotion. During this call, the agent explained that the account holder must sign the agreement. The agreement was signed during the installation. Because the service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee. When you agreed to the Digital Home Advantage (the original promotion) and the DIU promotions, you agreed to return the leased equipment to DISH Network and bear all costs of the return. The return equipment fees are valid. Please note that the prorated programming credits covered these fees. Although full disclosure for the DIU promotion was provided, I made an exception and reversed the early termination fee. You accepted this resolution. As of February 26, 2018, your programming balance is zero. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. You advised me that your son will return the leased equipment on your behalf. A return box and label were delivered to your address by [redacted] on March 2, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]