February 28, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 13, 2018, we received your complaint, dated February 12, 2018, filed with the Revdex.com. You indicated that after the technician installed your DISH Network TV and [redacted] internet, your phone did not work and your phone number had been changed without your consent. You said it was part of the agreement that you could keep your long-time phone number. You disputed a cost of $125.00 for the technician to go back to correct it. You requested that it be corrected and that your phone number be restored immediately. You also asked for three months of free service. We have no record of another technician visit being scheduled, or of the porting of your telephone number. Your account notes indicate that you were advised to call [redacted]. DISH Network does not have a $125.00 technician fee. Please contact [redacted] with your concerns regarding the telephone service and their fees. When I spoke with you by telephone today, you advised me that you reconnected your service with [redacted] and you requested $300.00 for reimbursement for the deinstallation of the satellite dish. Please note that once the satellite dish is installed, it becomes your property and we do not require that it be returned. We cannot honor your request. However, since you were charged a $480.00 early termination fee for DISH Network TV, I reversed that fee and the balance of $40.97. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 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.
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12, 2015
Ms. [redacted] Road, Lot [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with...
the Revdex.com.
My attempts to contact you by phone at ([redacted] on June 10, 11 and 12, 2015, were unsuccessful; however, I left three messages.
You expressed concern with our attempts to install DISH Network service at your residence. You indicated that our technician disconnected your existing service and you were unable to receive all your channels when he reconnected it. You requested that DISH Network reimburse you the $18.00 that you paid to get your service fixed.
Our records reveal that your installation order was canceled on May 29, 2015, because we were unable to obtain a signal from your residence. A full refund of $57.67 was applied to your credit card account on June 2, 2015. We are unable to honor your reimbursement request.
You also maintain that the technician did not return to your home as promised and he did not return your calls. We appreciate you bringing this matter to our attention so we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ([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]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network owes me for the cost of fixing the satellite that he never should have disconnected to begin with. I received two calls while I was working and the last stated the script written in their response, so I didn't waste any more of my time. They have now lost my business for life and I will spread the word about the lack of customer service to everyone I know. Hope it was worth $18!
Final Business Response /* (4000, 9, 2015/06/24) */
June 23, 2015
Ms. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com.
You expressed further concern with the $18.00 that you paid to have your previous service reconnected.
Although you requested DISH Network service, we are unable to guarantee service until a technician is sent to your home. As a result, we are not responsible for any fees incurred to reconnect with your previous service provider.
We regret any inconvenience that this issue may have caused you.
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]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network lacks customer service in their entirety for causing problems with my service and not resolving the problem. Any business like this will suffer in the long run.
[redacted] Dear Ms. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You mentioned the following concerns: Billing Early termination fee Service disconnection Equipment return Customer service You maintain that you did not receive the monthly rate of $48.00 for the second year of service. Your promotion included a $25.00 monthly credit for the first 12 months. An additional monthly credit of $5.00 was applied to your account for seven months on January 23, 2015, to offset a price increase during your 12-month promotional period. These credits ended on September 8, 2015; therefore, you began to be billed the regular monthly rate of $66.99 plus tax. As a courtesy, a monthly $30.00 credit was applied to your account on August 31, 2015, for five months. The expiration of this credit along with a $5.00 price increase on January 14, 2016, resulted in your monthly rate of $71.99 plus tax, which is correct. You acknowledge that you agreed to pay an early termination fee, but claim that the fee is $20.00 per day. Your service was activated on September 8, 2014, with a 24-month commitment. The maximum early termination fee is $480.00, but it will be prorated at $20.00 for each month left in the term commitment. As you had seven months left in your 24-month commitment, the amount of the early termination is $140.00. You stated that your service was not disconnected as you requested on February 9, 2016, because you received a bill of $80.14. Our records confirm that your service was disconnected on February 9, 2016. When I spoke with you by phone on February 22, 2016, I advised you that the balance of $80.14 is not for services. The balance includes the early termination fee minus a credit balance that carried over from your previous overpayment. You indicated that you have not received a box to return the equipment and you said DISH Network should provide you with a prepaid shipping label. While the box that DISH Network provides includes a prepaid UPS label, a $10.00 fee applies for each box shipped. This fee is also included in the balance of $80.14. During our phone conversation, you stated that you received the equipment return box. You expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Tell us why here...
[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]
November 17, 2016 Dear Ms. [redacted]: On November 16, 2016, we received your rebuttal, dated November 14, 2016, filed with the Revdex.com. You said that you experienced technical issues with your DISH Network system, but you did not report them because issues such as ones you experienced should not happen at all. When we spoke previously I advised you that, if DISH Network is not made aware of any issues, we cannot fix them. As this rebuttal is the first time that any technical issues whatsoever are being reported, we are unable to waive your early termination fee, as we were not given an opportunity to resolve any of your concerns. Per the terms of the contract that you acknowledge signing, the early termination fee was applied to your account and then debited through automatic payment, in which you were enrolled. We regret that your experience did not meet your expectations. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
[redacted] Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com. You said that a payment was collected from your credit card account the day after you closed your DISH Network account. You expressed concern regarding the time it is taking to receive a refund. You requested the refund, and to be compensated. When we spoke I explained that you had chosen our Credit Card AutoPay (CCA) option which is scheduled to collect a payment on the 27th of each month, and when you closed your account on April 26, 2016, it was too late to stop the CCA collection. We ask that our customers contact us at least three business days before a scheduled payment to have the CCA option removed. We received your payment through an electronic funds transfer. This requires that we hold the payment for 12 days before we can process a refund. Once a refund is submitted, it may take up to three business days to process it. Also, it may take your credit card provider an additional three business days to return your funds. Our records reflect that the refund was processed on May 11, 2016. I am unable to meet your request for compensation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Complaint: [redacted]
I am rejecting this response because: the email listed in the response is not nor has never been my email. I informed them I never got a contract nor signed anything and this informs me that I did not recieve them. The only email I have ever had in the past 5 years is [email protected]. I have called them in regards to this information and waiting on a response.Sincerely,
[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]
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]
Initial Business Response /* (1000, 12, 2015/08/03) */
July 29, 2015
Ms. [redacted], OH XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 28, 2015, we received your complaint, dated July 27, 2015, filed with the Better...
Business Bureau.
You said you are a former DISH Network employee. You stated that you recently left the company and your DISHscriber service discounts were forfeited at that time. However, your service was just installed on June 28, 2015. As such, you feel that you should qualify for the standard new customer promotional discounts. While addressing this matter, you received conflicting information regarding your contractual commitment and early termination fee. Additionally, you were informed that you would not receive the new customer discounts but you would be held to a contract. You requested that the contractual commitment be waived or the promotional discounts be provided.
My records indicate that I also received an Attorney General complaint from you. I addressed this issue on July 27, 2015. I enclosed a copy of that correspondence for your review.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
July 27, 2015
Ms. [redacted]
Consumer Protection Specialist
Consumer Protection Section
Office of the Attorney General
State of Ohio
Ohio Attorney General Mike DeWine
[redacted], ** XXXXX-XXXX
Re: Ms. [redacted]
File No. XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. Mehta:
On July 20, 2015, we received your correspondence, dated July 17, 2015, regarding Ms. [redacted].
Ms.[redacted], a former DISH Network employee, stated that she recently left the company. Her DISH Scriber service discounts were forfeited at that time. However, her service was just installed on June 28, 2015. She feels she should qualify for the standard new customer promotional discounts. While addressing this matter, she received conflicting information regarding her contract commitment and early termination fee. Additionally, she was informed that she would not receive the new customer discounts but, she would be held to a contract commitment. She requested that the contractual commitment be waive or the promotional discounts be provided. .
In my July 23, 2015, correspondence with Ms. [redacted], I confirmed that she was not under a contract commitment. I offered to make a policy exception and provide her the new customer promotional discounts. She accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Ms. [redacted]
[redacted]
[redacted], OH XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dear [redacted]: I, too, have attempted to reach you on three occasions as well, and I can provide exact days and times if you need of those attempts. Do you have another way to communicate, since we are both attempting to connect and are not having much luck? Here are my wishes:1. Please I want proof that my account is closed, and we have not further obligation with one another. Can you provided me this, and this is reasonable?2. I want the satellite dish, that apparently was never going to work at my location removed. I understand your policy however, do I still fit into the policy if I, again, never had a working product? If your company cannot remove the dish can you contract with another person to remove it? It is an eyesore, and this whole situation has lead my to understand the environmental impact of just leaving the satellite dishes. Very eye opening experience.3. What are you saying about my contract? Can you give my proof that my contract is cancelled or if it is still active with the Big Island dishNET? Do I have to file a Revdex.com complaint with them directly as well? This have been a point of confusion for me with all of your rules, and I am wondering if it is the place your system may be breaking down. Am I committed to anything with dishNET, or any of it retailers? I want not connection with your company in any way. How do we make this happen? 4. Resolution!
Sincerely,
[redacted]
[redacted] Dear Mrs. [redacted]: On July 26, 2017, we received your complaint, dated July 25, 2017, filed with the Revdex.com. You expressed concern with the early termination fee of $140.00 that was applied to your account. You maintain that you did not sign the 24-month agreement. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. Our records show that you were enrolled in a new 24-month commitment on February 14, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted. Your service was disconnected on July 24, 2017. Since the term commitment was not fulfilled, an early termination fee of $140.00 was applied to your account. When I spoke with you by phone today, I advised you that I reversed the early termination fee from your account. I also submitted a refund of $140.00 to your credit card account. Please allow up to five business days for processing. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Can you please provide in writing that you are releasing me from the contract via e-mail or mail with your signature? This letter does not count as I can not save this as a document and you did not sign this.
Also, the contract was released because I did not sign it, not in the interest of customer service. You did not apply a $20 month credit to my account (nothing changed since we spoke this week.
I also left you a message that same day that goes unanswered or returned.
There has been a tech appointment made for Saturday. Thank you!
--[redacted]
Complaint: [redacted]
I am rejecting this response because: When my promotion changed I called in and I told you all about my due date being changed but they keep on overlooking that I also called in months before that because my money came in on a different date that is why the credit card declined in the first place . Because after I told the representative that I needed it changed you all continued to try to get the money out on the 16th when the money didn't post until the 20 th you all. New that and I called every month after trying to see when the change would happen. You all continue to try to overlook what you were supposed to do from the beginning. It would have been tooken care of . And the reason why I told the rep to send the box so I could return the equipment is because you still continued to over look it and charge me on that date and you still wanted me to wait another month even though had already been waiting for months and calling for months. After I had gotten an email saying it would have been changed admittedly. You all scam your customers to get them to be in a binding contract only to fail them and scam them out of money. I have no choice but to seek legal actions. Have A Blessed Day!
Sincerely,
[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]
December 28, 2015 Mr. and Mrs. [redacted], AZ [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On December 24, 2015, we received your correspondence, dated December 23, 2015, filed with the Revdex.com. You said you are experiencing technical issues with the DISH Network equipment and you disputed the early termination fee. I regret that the service was not to your satisfaction. When we spoke today, I advised you that I waived the early termination fee. You may cancel your service at any time without a penalty. We ask that the leased equipment be returned to DISH Network. A return box with label will be delivered to your home by UPS. As a courtesy, I waived the return box fees. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ([redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted] Tell us why here...
September 20, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. You disputed the signature on the Digital Home Advantage agreement and you said that you included proof. This issue has previously been addressed. As advised before, following the installation, the technician provides the customer with an electronic tablet to sign. Please note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. When the agreement is signed, there is an available option to capture your signature. This allows the signee to agree to the terms and conditions without signing the agreement multiple times. A box then appears to ask the signee for authorization to use the previous signature in all necessary places in the document, or to negate the message and sign it again. It is not a photocopy and it is not artificially placed on any signature line. We did not receive any documentation that would suggest that our representative signed your contract. If you have documentation, please provide it to me so that I can research your allegation. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Tell us why here...August 23, 2016 Dear Ms. [redacted]: On August 19, 2016, we received your complaint, dated August 18, 2016, filed with the Revdex.com. You indicated that following the previous technician visit, you are still experiencing technical issues. You expressed concern that our technicians called you and requested to could to recheck your system. When I spoke with you by telephone today, I explained that our technicians were attempting to resolve your issues as soon as possible. Although this was a courtesy call, I apologize for the inconvenience. I attempted to schedule another appointment to service your system at your convenience, but you stated that you would call me back to schedule a date and time. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
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]
February 28, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 13, 2018, we received your complaint, dated February 12, 2018, filed with the Revdex.com. You indicated that after the technician installed your DISH Network TV and [redacted] internet, your phone did not work and your phone number had been changed without your consent. You said it was part of the agreement that you could keep your long-time phone number. You disputed a cost of $125.00 for the technician to go back to correct it. You requested that it be corrected and that your phone number be restored immediately. You also asked for three months of free service. We have no record of another technician visit being scheduled, or of the porting of your telephone number. Your account notes indicate that you were advised to call [redacted]. DISH Network does not have a $125.00 technician fee. Please contact [redacted] with your concerns regarding the telephone service and their fees. When I spoke with you by telephone today, you advised me that you reconnected your service with [redacted] and you requested $300.00 for reimbursement for the deinstallation of the satellite dish. Please note that once the satellite dish is installed, it becomes your property and we do not require that it be returned. We cannot honor your request. However, since you were charged a $480.00 early termination fee for DISH Network TV, I reversed that fee and the balance of $40.97. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 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.
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12, 2015
Ms. [redacted] Road, Lot [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with...
the Revdex.com.
My attempts to contact you by phone at ([redacted] on June 10, 11 and 12, 2015, were unsuccessful; however, I left three messages.
You expressed concern with our attempts to install DISH Network service at your residence. You indicated that our technician disconnected your existing service and you were unable to receive all your channels when he reconnected it. You requested that DISH Network reimburse you the $18.00 that you paid to get your service fixed.
Our records reveal that your installation order was canceled on May 29, 2015, because we were unable to obtain a signal from your residence. A full refund of $57.67 was applied to your credit card account on June 2, 2015. We are unable to honor your reimbursement request.
You also maintain that the technician did not return to your home as promised and he did not return your calls. We appreciate you bringing this matter to our attention so we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ([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]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network owes me for the cost of fixing the satellite that he never should have disconnected to begin with. I received two calls while I was working and the last stated the script written in their response, so I didn't waste any more of my time. They have now lost my business for life and I will spread the word about the lack of customer service to everyone I know. Hope it was worth $18!
Final Business Response /* (4000, 9, 2015/06/24) */
June 23, 2015
Ms. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com.
You expressed further concern with the $18.00 that you paid to have your previous service reconnected.
Although you requested DISH Network service, we are unable to guarantee service until a technician is sent to your home. As a result, we are not responsible for any fees incurred to reconnect with your previous service provider.
We regret any inconvenience that this issue may have caused you.
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]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network lacks customer service in their entirety for causing problems with my service and not resolving the problem. Any business like this will suffer in the long run.
February 23, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You mentioned the following concerns: Billing Early termination fee Service disconnection Equipment return Customer service You maintain that you did not receive the monthly rate of $48.00 for the second year of service. Your promotion included a $25.00 monthly credit for the first 12 months. An additional monthly credit of $5.00 was applied to your account for seven months on January 23, 2015, to offset a price increase during your 12-month promotional period. These credits ended on September 8, 2015; therefore, you began to be billed the regular monthly rate of $66.99 plus tax. As a courtesy, a monthly $30.00 credit was applied to your account on August 31, 2015, for five months. The expiration of this credit along with a $5.00 price increase on January 14, 2016, resulted in your monthly rate of $71.99 plus tax, which is correct. You acknowledge that you agreed to pay an early termination fee, but claim that the fee is $20.00 per day. Your service was activated on September 8, 2014, with a 24-month commitment. The maximum early termination fee is $480.00, but it will be prorated at $20.00 for each month left in the term commitment. As you had seven months left in your 24-month commitment, the amount of the early termination is $140.00. You stated that your service was not disconnected as you requested on February 9, 2016, because you received a bill of $80.14. Our records confirm that your service was disconnected on February 9, 2016. When I spoke with you by phone on February 22, 2016, I advised you that the balance of $80.14 is not for services. The balance includes the early termination fee minus a credit balance that carried over from your previous overpayment. You indicated that you have not received a box to return the equipment and you said DISH Network should provide you with a prepaid shipping label. While the box that DISH Network provides includes a prepaid UPS label, a $10.00 fee applies for each box shipped. This fee is also included in the balance of $80.14. During our phone conversation, you stated that you received the equipment return box. You expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Tell us why here...
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]
November 17, 2016 Dear Ms. [redacted]: On November 16, 2016, we received your rebuttal, dated November 14, 2016, filed with the Revdex.com. You said that you experienced technical issues with your DISH Network system, but you did not report them because issues such as ones you experienced should not happen at all. When we spoke previously I advised you that, if DISH Network is not made aware of any issues, we cannot fix them. As this rebuttal is the first time that any technical issues whatsoever are being reported, we are unable to waive your early termination fee, as we were not given an opportunity to resolve any of your concerns. Per the terms of the contract that you acknowledge signing, the early termination fee was applied to your account and then debited through automatic payment, in which you were enrolled. We regret that your experience did not meet your expectations. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
May 13, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com. You said that a payment was collected from your credit card account the day after you closed your DISH Network account. You expressed concern regarding the time it is taking to receive a refund. You requested the refund, and to be compensated. When we spoke I explained that you had chosen our Credit Card AutoPay (CCA) option which is scheduled to collect a payment on the 27th of each month, and when you closed your account on April 26, 2016, it was too late to stop the CCA collection. We ask that our customers contact us at least three business days before a scheduled payment to have the CCA option removed. We received your payment through an electronic funds transfer. This requires that we hold the payment for 12 days before we can process a refund. Once a refund is submitted, it may take up to three business days to process it. Also, it may take your credit card provider an additional three business days to return your funds. Our records reflect that the refund was processed on May 11, 2016. I am unable to meet your request for compensation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Complaint: [redacted]
I am rejecting this response because: the email listed in the response is not nor has never been my email. I informed them I never got a contract nor signed anything and this informs me that I did not recieve them. The only email I have ever had in the past 5 years is [email protected]. I have called them in regards to this information and waiting on a response.Sincerely,
[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]
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]
Initial Business Response /* (1000, 12, 2015/08/03) */
July 29, 2015
Ms. [redacted], OH XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 28, 2015, we received your complaint, dated July 27, 2015, filed with the Better...
Business Bureau.
You said you are a former DISH Network employee. You stated that you recently left the company and your DISHscriber service discounts were forfeited at that time. However, your service was just installed on June 28, 2015. As such, you feel that you should qualify for the standard new customer promotional discounts. While addressing this matter, you received conflicting information regarding your contractual commitment and early termination fee. Additionally, you were informed that you would not receive the new customer discounts but you would be held to a contract. You requested that the contractual commitment be waived or the promotional discounts be provided.
My records indicate that I also received an Attorney General complaint from you. I addressed this issue on July 27, 2015. I enclosed a copy of that correspondence for your review.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
July 27, 2015
Ms. [redacted]
Consumer Protection Specialist
Consumer Protection Section
Office of the Attorney General
State of Ohio
Ohio Attorney General Mike DeWine
[redacted], ** XXXXX-XXXX
Re: Ms. [redacted]
File No. XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. Mehta:
On July 20, 2015, we received your correspondence, dated July 17, 2015, regarding Ms. [redacted].
Ms.[redacted], a former DISH Network employee, stated that she recently left the company. Her DISH Scriber service discounts were forfeited at that time. However, her service was just installed on June 28, 2015. She feels she should qualify for the standard new customer promotional discounts. While addressing this matter, she received conflicting information regarding her contract commitment and early termination fee. Additionally, she was informed that she would not receive the new customer discounts but, she would be held to a contract commitment. She requested that the contractual commitment be waive or the promotional discounts be provided. .
In my July 23, 2015, correspondence with Ms. [redacted], I confirmed that she was not under a contract commitment. I offered to make a policy exception and provide her the new customer promotional discounts. She accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Ms. [redacted]
[redacted]
[redacted], OH XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dear [redacted]: I, too, have attempted to reach you on three occasions as well, and I can provide exact days and times if you need of those attempts. Do you have another way to communicate, since we are both attempting to connect and are not having much luck? Here are my wishes:1. Please I want proof that my account is closed, and we have not further obligation with one another. Can you provided me this, and this is reasonable?2. I want the satellite dish, that apparently was never going to work at my location removed. I understand your policy however, do I still fit into the policy if I, again, never had a working product? If your company cannot remove the dish can you contract with another person to remove it? It is an eyesore, and this whole situation has lead my to understand the environmental impact of just leaving the satellite dishes. Very eye opening experience.3. What are you saying about my contract? Can you give my proof that my contract is cancelled or if it is still active with the Big Island dishNET? Do I have to file a Revdex.com complaint with them directly as well? This have been a point of confusion for me with all of your rules, and I am wondering if it is the place your system may be breaking down. Am I committed to anything with dishNET, or any of it retailers? I want not connection with your company in any way. How do we make this happen? 4. Resolution!
Sincerely,
[redacted]
August 1, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mrs. [redacted]: On July 26, 2017, we received your complaint, dated July 25, 2017, filed with the Revdex.com. You expressed concern with the early termination fee of $140.00 that was applied to your account. You maintain that you did not sign the 24-month agreement. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. Our records show that you were enrolled in a new 24-month commitment on February 14, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted. Your service was disconnected on July 24, 2017. Since the term commitment was not fulfilled, an early termination fee of $140.00 was applied to your account. When I spoke with you by phone today, I advised you that I reversed the early termination fee from your account. I also submitted a refund of $140.00 to your credit card account. Please allow up to five business days for processing. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Can you please provide in writing that you are releasing me from the contract via e-mail or mail with your signature? This letter does not count as I can not save this as a document and you did not sign this.
Also, the contract was released because I did not sign it, not in the interest of customer service. You did not apply a $20 month credit to my account (nothing changed since we spoke this week.
I also left you a message that same day that goes unanswered or returned.
There has been a tech appointment made for Saturday. Thank you!
--[redacted]
Complaint: [redacted]
I am rejecting this response because: When my promotion changed I called in and I told you all about my due date being changed but they keep on overlooking that I also called in months before that because my money came in on a different date that is why the credit card declined in the first place . Because after I told the representative that I needed it changed you all continued to try to get the money out on the 16th when the money didn't post until the 20 th you all. New that and I called every month after trying to see when the change would happen. You all continue to try to overlook what you were supposed to do from the beginning. It would have been tooken care of . And the reason why I told the rep to send the box so I could return the equipment is because you still continued to over look it and charge me on that date and you still wanted me to wait another month even though had already been waiting for months and calling for months. After I had gotten an email saying it would have been changed admittedly. You all scam your customers to get them to be in a binding contract only to fail them and scam them out of money. I have no choice but to seek legal actions. Have A Blessed Day!
Sincerely,
[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]
December 28, 2015 Mr. and Mrs. [redacted], AZ [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On December 24, 2015, we received your correspondence, dated December 23, 2015, filed with the Revdex.com. You said you are experiencing technical issues with the DISH Network equipment and you disputed the early termination fee. I regret that the service was not to your satisfaction. When we spoke today, I advised you that I waived the early termination fee. You may cancel your service at any time without a penalty. We ask that the leased equipment be returned to DISH Network. A return box with label will be delivered to your home by UPS. As a courtesy, I waived the return box fees. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ([redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted] Tell us why here...
September 20, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. You disputed the signature on the Digital Home Advantage agreement and you said that you included proof. This issue has previously been addressed. As advised before, following the installation, the technician provides the customer with an electronic tablet to sign. Please note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted. When the agreement is signed, there is an available option to capture your signature. This allows the signee to agree to the terms and conditions without signing the agreement multiple times. A box then appears to ask the signee for authorization to use the previous signature in all necessary places in the document, or to negate the message and sign it again. It is not a photocopy and it is not artificially placed on any signature line. We did not receive any documentation that would suggest that our representative signed your contract. If you have documentation, please provide it to me so that I can research your allegation. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Tell us why here...August 23, 2016 Dear Ms. [redacted]: On August 19, 2016, we received your complaint, dated August 18, 2016, filed with the Revdex.com. You indicated that following the previous technician visit, you are still experiencing technical issues. You expressed concern that our technicians called you and requested to could to recheck your system. When I spoke with you by telephone today, I explained that our technicians were attempting to resolve your issues as soon as possible. Although this was a courtesy call, I apologize for the inconvenience. I attempted to schedule another appointment to service your system at your convenience, but you stated that you would call me back to schedule a date and time. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
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]