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]
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...
January 10, 2017 Dear Mr. [redacted]: On January 4, 2017, we received your complaint, dated January 3, 2017, filed with the Revdex.com. Although I received your voicemails, my attempts to contact you by phone at ###-###-#### on January 4, 6 and 9,...
2017, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that you experienced technical issues with your TV service during cloudy days. You also stated that you were unable to view a complete show on your mobile device. You were enrolled in a 24-month commitment on February 16, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Please be advised that the ability to access the programming services through a mobile device is based on your internet connection. Our records do not show that you contacted us for assistance with either of the above-listed issues. Your service was canceled on December 31, 2016. Since your term commitment was not fulfilled, an early termination fee of $280.00 was applied to your account. You were also charged a $10.00 equipment return fee. I made an exception and reversed the fees on your account and I submitted a refund of $282.26 to your credit card account. Please allow up to five business days for processing. 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-Friday, 6:30 am – 3:00 pm MDT ###-###-####
September 30, 2016 Dear Mr. [redacted]: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You stated that you recently disconnected your DISH Network service. You indicated you were billed for a...
[redacted] model receiver that you purchased and request that this charge be reversed. You would also like the $16.65 credit balance refunded. When we spoke today, I advised you that I corrected the status of your receiver and reversed the charge. Additionally, I have requested a refund for the $16.65 credit balance. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
December 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 12, 2016, we received your complaint, dated December 9, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on December 13, 14 and 15, 2016, and I left three messages. You maintain that you were not present during the installation of your DISH Network system, and you disputed the early termination fee. By allowing someone to be present during the installation, you are authorizing that person to sign on your behalf. After 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. The copy that you received is a printout of the information from the electronic device used. As an exception, I waived the $380.00 early termination fee. There was a remaining balance of $182.12 for service that was rendered. However, since we received a payment of $281.06, I submitted a refund for $98.94. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
[redacted] Dear Ms. [redacted]: On May 20, 2016, we received your complaint, dated May 20, 2016, filed with the Revdex.com. You maintain that the offer on our website is not being honored even though it does not stipulate that it is for new customers only. You would like for DISH Network to provide you with the advertised price of $49.99 for two years. Please be advised that the advertised offer is for new customers only and does not apply to existing customers. As with all new customers, you were provided with a new customer promotion when your service was activated on June 20, 2014. When I spoke with you by phone on May 20, 2016, I advised you that we are unable to provide you with the promotional price. As you requested, I disconnected your service. An early termination fee of $20.00 was applied to your account because you had one month left in your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [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]
Complaint: [redacted]
I am rejecting this response because:As stated in my previous response, Dish Network Rep on February 2017 call CLEARLY stated SHE LISTENED to the initial conversation between my wife and Dish Network upon upgrading our account etc.We are NOT going to accept any "TYPED" encrypted made up conversational documentation from Dish Network under ANY CIRCUMSTANCE. I am demanding the VOICE RECORDED conversation that the Dish Rep stated she HEARD of my wife's voice and Dish Customer Service.Feel free to use this document as ANY type of request for laughable "subpoena" request to Dish.So far, no response from faxed requests of the above mentioned.
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]
August 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On August 8, 2017, we received your complaint, dated August 7, 2017, filed with the Revdex.com. You said that you were told the balance of $10.89 would be removed from our account in November 2016. You disputed the balance and requested that this collection be removed from your credit report. When we spoke today, I informed you that you were billed $10.89 for an equipment return fee. Please note that we bill for service in advance. The $5.00 Refer-A-Friend credit was reversed on your bill, as the credit was for future service. I regret any confusion. I removed the equipment return fee from your account. As of August 10, 2017, your account has a zero balance. This information will be removed from your credit file. Please allow eight weeks for processing. We appreciate your feedback and your concerns will be investigated internally. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
March 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 12, 2018, we received your rebuttal, dated March 6, 2018, filed with the Revdex.com. You disputed my previous response because I informed you that your telephone service is a [redacted] issue. You mentioned that you called DISH Network, it was a DISH Network vehicle, and the technicians identified themselves as from DISH Network. Our records reveal that you initially contacted DISH Network and the [redacted] service was established through us. However, that is the only time our technicians were scheduled. During our sales call, there was no mention of porting a telephone number as we do not provide telephone service. I reviewed the call on February 13, 2018, and you were advised to contact [redacted] directly concerning this matter. The agent transferred to the call to [redacted] and provided you with their direct phone number (866-347-3292) for future use. As previously advised, DISH Network did not schedule any other technician visits and we do not have a $125.00 technician fee. Also, as I previously advised you, once the satellite dish is installed, it becomes your property; it is not leased equipment, and it does not need to be returned. We regret that you do not agree with our findings. 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]
[redacted]-[redacted] Dear Ms. [redacted]: On April 15, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network and credit card accounts. You said that your equipment upgrade was part of your initial promotion and that you did not authorize the early termination fee to be debited from your credit card account. I attempted you reach you at [redacted] on April 15, 18 and 19, 2016, and I left three voicemails. In my last message, I explained that all TVs must be present to be considered part of your initial installation. If you wish to add equipment after the installation has been completed, you are required to sign a new 24-month commitment. As your account was initiated in October 2011, the equipment upgrade you requested in October 2015 would not be considered part of the initial installation. Please note that our customer agreements provide that early termination and unreturned equipment fees will be automatically debited from the credit or debit card account that was provided for qualification. As a courtesy, I made an exception and waived the early termination fee and balance for service rendered. A refund of $400.00 has been submitted to your bank as of April 19, 2016. 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]
August 25, 2016 Dear Ms. [redacted]: On August 24, 2016, we received your complaint, dated August 23, 2016, filed with the Revdex.com. You said you were billed twice for a surge protector and you expressed concern with the monthly billing. You...
disputed the early termination fee and collection attempts. You also mentioned the Tribune Broadcasting (owner of WREG) takedown. You requested a refund and asked that DISH Network cease contact with you. When we spoke today, I advised you that you were billed $29.99 for two separate items; one surge protector and one HDMI cable. These fees are accurate. I reviewed the recorded calls and online chats. I found that our agents provided you and your husband with a full explanation of your concerns. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I enclosed a copy of your signed DHA agreement for your records. This promotion has a two-year price guarantee for the core programming package of the America’s Top 200 with DVR service at $64.99 per month before tax. This promotion requires eAutoPay. When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every month. We provided you with HBO, Showtime, Starz, Cinemax and the DISH Movie Pack free for three months along with the Protection Plan free for six months. When the free service ended you were billed the regular price for programming. Your March 2016 bill included the premium channels for the service period of March 24, 2016, through April 23, 2016, for a total of $135.63. Please note that the free premium channel offer ended on March 24, 2016. Per your request, the premium channels were removed on April 7, 2016, and a prorated credit of $33.96 was applied to your account. As a result, the system collected $99.29 for service rendered through April 24, 2016. I regret any confusion. Because this payment was disputed with your financial institution, your service was disconnected due to nonpayment. You were then billed for an early termination fee, as the service was disconnected prior to the promotional fulfillment date. Also, due to the disconnection, the promotional credits were forfeited. Since you made a payment of $78.76, your service was restored and the early termination fee was removed. Per your husband’s request, your programming package was downgraded to the Smart Pack. The $99.29 chargeback was reversed on April 25, 2016, and this credit was applied toward programming on your DISH Network account; therefore, no refund is warranted. On June 12, 2016 (the disconnection date), your husband said he was canceling the service due to the Tribune Broadcasting takedown. We disclose in all our agreements that DISH Network reserves the right to change programming at any time. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. Although the early termination fee is valid, I made an exception and reduced it by half to $190.00. We ask that the remaining balance of $210.62 be paid. I added your contact information to the DISH Network internal Do Not Contact List and I requested that the collection agency to cease contact with you. 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 – Friday, 6:00 am to 2:30 pm MST ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/11/03) */
October 29, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 23, 2015, we received your correspondence, dated October 23, 2015, filed...
with the Revdex.com.
You stated that you purchased your DISH Network TV service and dishNET internet service from Dish Express, an independent retail service provider. You indicated that you did not receive the rate that you were quoted and you were under the impression that the internet access was unlimited. The internet is not meeting your requirements for school. This led you to disconnect both services, and you requested that your early termination fees be waived.
When we spoke on October 23, 2015, I agreed to waive your early termination fee for the internet service due to the pricing and access issues. I informed you that the TV service is under a separate contract and I offered to restart your TV service. You declined my offer. I explained that there were no issues related to the TV service so I would be unable to waive the early termination fee. You accepted this resolution.
Since we last spoke, this matter was addressed with Dish Express.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When this resolution was discussed, we had agreed on $480 for the termination fee lwft to pay. Few days after we spoke to dish, we recived a bill for a higher price of $541.44. This higher price was nt agreed upon.
Final Business Response /* (4000, 10, 2015/11/11) */
November 9, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 9, 2015, we received your rebuttal, dated November 6, 2015, filed with the Revdex.com.
You indicated that DISH Network charged you $541.34 for your TV early termination fee. When we spoke you were told that the early termination fee was $480.00. You requested an explanation for the increased amount.
When we spoke today, I advised you that the additional $61.34 was for return shipping and the remaining balance on your account for services. As a courtesy, I offered to refund the $61.34. 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]
December 1, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On November 20, 2017, we received your complaint, dated November 18, 2017, filed with the Revdex.com. You indicated that you were not provided with the $200.00 gift card that was offered when you initiated your DISH Network service. Your DISH Network service was activated on September 21, 2017, with a 24-month commitment. When I spoke with you by phone on November 21, 2017, I advised you that the gift card will be processed manually and will take six to eight weeks to process. I told you that we are unable to expedite the gift card as you requested. I made an exception and waived your 24-month commitment as a result of this issue. Although I scheduled an appointment for the equipment to be removed, the appointment was canceled. In your voicemail on November 28, 2017, you stated that you would keep the service active for now. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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
[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]
June 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com. You stated that you did not agree to place your DISH Network account on DISH Pause and you were charged for service you did not receive. I attempted to reach you at [redacted] on May 31, 2016, but it was a business number: there was no option to reach you directly. Therefore, I attempted to contact you at (404) 793-9112 on May 31, 2016, and June 1 and 2, 2016, and I left three voicemails. In my last message, I advised you that a review of your call made on August 2, 2015, revealed that you did agree to place your account on DISH Pause and you advised the agent with whom you spoke that you were moving to another location in six months and you would restore your service then. The agent advised you that your service would be automatically restored in nine months’ time. DISH Network also sent you emails advising you that DISH Pause was ending and we sent you a notice of your balance and the upcoming debit via automatic payment. Our records indicate that an agent with our Office of the President waived your early termination fee, as a courtesy, and they refunded you $84.95. As you agreed to place your account on DISH Pause and as we notified you of your balance and the end of DISH Pause, and as we provided service, whether you used it or not, I am unable to honor your request for an additional refund. 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
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]
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...
January 10, 2017 Dear Mr. [redacted]: On January 4, 2017, we received your complaint, dated January 3, 2017, filed with the Revdex.com. Although I received your voicemails, my attempts to contact you by phone at ###-###-#### on January 4, 6 and 9,...
2017, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that you experienced technical issues with your TV service during cloudy days. You also stated that you were unable to view a complete show on your mobile device. You were enrolled in a 24-month commitment on February 16, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Please be advised that the ability to access the programming services through a mobile device is based on your internet connection. Our records do not show that you contacted us for assistance with either of the above-listed issues. Your service was canceled on December 31, 2016. Since your term commitment was not fulfilled, an early termination fee of $280.00 was applied to your account. You were also charged a $10.00 equipment return fee. I made an exception and reversed the fees on your account and I submitted a refund of $282.26 to your credit card account. Please allow up to five business days for processing. 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-Friday, 6:30 am – 3:00 pm MDT ###-###-####
September 30, 2016 Dear Mr. [redacted]: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You stated that you recently disconnected your DISH Network service. You indicated you were billed for a...
[redacted] model receiver that you purchased and request that this charge be reversed. You would also like the $16.65 credit balance refunded. When we spoke today, I advised you that I corrected the status of your receiver and reversed the charge. Additionally, I have requested a refund for the $16.65 credit balance. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
December 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 12, 2016, we received your complaint, dated December 9, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on December 13, 14 and 15, 2016, and I left three messages. You maintain that you were not present during the installation of your DISH Network system, and you disputed the early termination fee. By allowing someone to be present during the installation, you are authorizing that person to sign on your behalf. After 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. The copy that you received is a printout of the information from the electronic device used. As an exception, I waived the $380.00 early termination fee. There was a remaining balance of $182.12 for service that was rendered. However, since we received a payment of $281.06, I submitted a refund for $98.94. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
May 23, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 20, 2016, we received your complaint, dated May 20, 2016, filed with the Revdex.com. You maintain that the offer on our website is not being honored even though it does not stipulate that it is for new customers only. You would like for DISH Network to provide you with the advertised price of $49.99 for two years. Please be advised that the advertised offer is for new customers only and does not apply to existing customers. As with all new customers, you were provided with a new customer promotion when your service was activated on June 20, 2014. When I spoke with you by phone on May 20, 2016, I advised you that we are unable to provide you with the promotional price. As you requested, I disconnected your service. An early termination fee of $20.00 was applied to your account because you had one month left in your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [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]
Complaint: [redacted]
I am rejecting this response because:As stated in my previous response, Dish Network Rep on February 2017 call CLEARLY stated SHE LISTENED to the initial conversation between my wife and Dish Network upon upgrading our account etc.We are NOT going to accept any "TYPED" encrypted made up conversational documentation from Dish Network under ANY CIRCUMSTANCE. I am demanding the VOICE RECORDED conversation that the Dish Rep stated she HEARD of my wife's voice and Dish Customer Service.Feel free to use this document as ANY type of request for laughable "subpoena" request to Dish.So far, no response from faxed requests of the above mentioned.
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]
August 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On August 8, 2017, we received your complaint, dated August 7, 2017, filed with the Revdex.com. You said that you were told the balance of $10.89 would be removed from our account in November 2016. You disputed the balance and requested that this collection be removed from your credit report. When we spoke today, I informed you that you were billed $10.89 for an equipment return fee. Please note that we bill for service in advance. The $5.00 Refer-A-Friend credit was reversed on your bill, as the credit was for future service. I regret any confusion. I removed the equipment return fee from your account. As of August 10, 2017, your account has a zero balance. This information will be removed from your credit file. Please allow eight weeks for processing. We appreciate your feedback and your concerns will be investigated internally. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
March 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 12, 2018, we received your rebuttal, dated March 6, 2018, filed with the Revdex.com. You disputed my previous response because I informed you that your telephone service is a [redacted] issue. You mentioned that you called DISH Network, it was a DISH Network vehicle, and the technicians identified themselves as from DISH Network. Our records reveal that you initially contacted DISH Network and the [redacted] service was established through us. However, that is the only time our technicians were scheduled. During our sales call, there was no mention of porting a telephone number as we do not provide telephone service. I reviewed the call on February 13, 2018, and you were advised to contact [redacted] directly concerning this matter. The agent transferred to the call to [redacted] and provided you with their direct phone number (866-347-3292) for future use. As previously advised, DISH Network did not schedule any other technician visits and we do not have a $125.00 technician fee. Also, as I previously advised you, once the satellite dish is installed, it becomes your property; it is not leased equipment, and it does not need to be returned. We regret that you do not agree with our findings. 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]
April 19, 2016 [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On April 15, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network and credit card accounts. You said that your equipment upgrade was part of your initial promotion and that you did not authorize the early termination fee to be debited from your credit card account. I attempted you reach you at [redacted] on April 15, 18 and 19, 2016, and I left three voicemails. In my last message, I explained that all TVs must be present to be considered part of your initial installation. If you wish to add equipment after the installation has been completed, you are required to sign a new 24-month commitment. As your account was initiated in October 2011, the equipment upgrade you requested in October 2015 would not be considered part of the initial installation. Please note that our customer agreements provide that early termination and unreturned equipment fees will be automatically debited from the credit or debit card account that was provided for qualification. As a courtesy, I made an exception and waived the early termination fee and balance for service rendered. A refund of $400.00 has been submitted to your bank as of April 19, 2016. 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]
August 25, 2016 Dear Ms. [redacted]: On August 24, 2016, we received your complaint, dated August 23, 2016, filed with the Revdex.com. You said you were billed twice for a surge protector and you expressed concern with the monthly billing. You...
disputed the early termination fee and collection attempts. You also mentioned the Tribune Broadcasting (owner of WREG) takedown. You requested a refund and asked that DISH Network cease contact with you. When we spoke today, I advised you that you were billed $29.99 for two separate items; one surge protector and one HDMI cable. These fees are accurate. I reviewed the recorded calls and online chats. I found that our agents provided you and your husband with a full explanation of your concerns. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I enclosed a copy of your signed DHA agreement for your records. This promotion has a two-year price guarantee for the core programming package of the America’s Top 200 with DVR service at $64.99 per month before tax. This promotion requires eAutoPay. When you agreed to eAutoPay, you authorized DISH Network to collect the full amount due every month. We provided you with HBO, Showtime, Starz, Cinemax and the DISH Movie Pack free for three months along with the Protection Plan free for six months. When the free service ended you were billed the regular price for programming. Your March 2016 bill included the premium channels for the service period of March 24, 2016, through April 23, 2016, for a total of $135.63. Please note that the free premium channel offer ended on March 24, 2016. Per your request, the premium channels were removed on April 7, 2016, and a prorated credit of $33.96 was applied to your account. As a result, the system collected $99.29 for service rendered through April 24, 2016. I regret any confusion. Because this payment was disputed with your financial institution, your service was disconnected due to nonpayment. You were then billed for an early termination fee, as the service was disconnected prior to the promotional fulfillment date. Also, due to the disconnection, the promotional credits were forfeited. Since you made a payment of $78.76, your service was restored and the early termination fee was removed. Per your husband’s request, your programming package was downgraded to the Smart Pack. The $99.29 chargeback was reversed on April 25, 2016, and this credit was applied toward programming on your DISH Network account; therefore, no refund is warranted. On June 12, 2016 (the disconnection date), your husband said he was canceling the service due to the Tribune Broadcasting takedown. We disclose in all our agreements that DISH Network reserves the right to change programming at any time. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. Although the early termination fee is valid, I made an exception and reduced it by half to $190.00. We ask that the remaining balance of $210.62 be paid. I added your contact information to the DISH Network internal Do Not Contact List and I requested that the collection agency to cease contact with you. 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 – Friday, 6:00 am to 2:30 pm MST ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/11/03) */
October 29, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 23, 2015, we received your correspondence, dated October 23, 2015, filed...
with the Revdex.com.
You stated that you purchased your DISH Network TV service and dishNET internet service from Dish Express, an independent retail service provider. You indicated that you did not receive the rate that you were quoted and you were under the impression that the internet access was unlimited. The internet is not meeting your requirements for school. This led you to disconnect both services, and you requested that your early termination fees be waived.
When we spoke on October 23, 2015, I agreed to waive your early termination fee for the internet service due to the pricing and access issues. I informed you that the TV service is under a separate contract and I offered to restart your TV service. You declined my offer. I explained that there were no issues related to the TV service so I would be unable to waive the early termination fee. You accepted this resolution.
Since we last spoke, this matter was addressed with Dish Express.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When this resolution was discussed, we had agreed on $480 for the termination fee lwft to pay. Few days after we spoke to dish, we recived a bill for a higher price of $541.44. This higher price was nt agreed upon.
Final Business Response /* (4000, 10, 2015/11/11) */
November 9, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 9, 2015, we received your rebuttal, dated November 6, 2015, filed with the Revdex.com.
You indicated that DISH Network charged you $541.34 for your TV early termination fee. When we spoke you were told that the early termination fee was $480.00. You requested an explanation for the increased amount.
When we spoke today, I advised you that the additional $61.34 was for return shipping and the remaining balance on your account for services. As a courtesy, I offered to refund the $61.34. 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]
December 1, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On November 20, 2017, we received your complaint, dated November 18, 2017, filed with the Revdex.com. You indicated that you were not provided with the $200.00 gift card that was offered when you initiated your DISH Network service. Your DISH Network service was activated on September 21, 2017, with a 24-month commitment. When I spoke with you by phone on November 21, 2017, I advised you that the gift card will be processed manually and will take six to eight weeks to process. I told you that we are unable to expedite the gift card as you requested. I made an exception and waived your 24-month commitment as a result of this issue. Although I scheduled an appointment for the equipment to be removed, the appointment was canceled. In your voicemail on November 28, 2017, you stated that you would keep the service active for now. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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
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]
June 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com. You stated that you did not agree to place your DISH Network account on DISH Pause and you were charged for service you did not receive. I attempted to reach you at [redacted] on May 31, 2016, but it was a business number: there was no option to reach you directly. Therefore, I attempted to contact you at (404) 793-9112 on May 31, 2016, and June 1 and 2, 2016, and I left three voicemails. In my last message, I advised you that a review of your call made on August 2, 2015, revealed that you did agree to place your account on DISH Pause and you advised the agent with whom you spoke that you were moving to another location in six months and you would restore your service then. The agent advised you that your service would be automatically restored in nine months’ time. DISH Network also sent you emails advising you that DISH Pause was ending and we sent you a notice of your balance and the upcoming debit via automatic payment. Our records indicate that an agent with our Office of the President waived your early termination fee, as a courtesy, and they refunded you $84.95. As you agreed to place your account on DISH Pause and as we notified you of your balance and the end of DISH Pause, and as we provided service, whether you used it or not, I am unable to honor your request for an additional refund. 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