March 14, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 14, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com. You indicated that when DISH Network activated your phone service in January 2014, you did not have the capability to make long distance calls. You said you called DISH Network to request that long distance be added to your service and, after a short amount of time, you were able to make long distance calls. You maintain that you received a bill from a third party for long distance service, and when you called DISH Network in October 2014 with the third party company, you were assured that DISH Network would take care of it. You have recently received more bills from the third-party company and you maintain that DISH Network is responsible for the third-party charges because your long distance service was blocked by DISH Network. You requested that DISH Network accept responsibility for long distance charges from the third party. A review of your account reveals that DISH Network activated your phone service without long distance on January 22, 2014. Our records show that you inquired about the cost of long distance on January 28, 2014, and you were provided two different price options. You said you would review the options and call us back. You called back to request long distance service on October 7, 2014, when you discovered that you had been billed by a third-party company for long distance. When we spoke by phone, I advised you that there is no indication that DISH Network is responsible for long distance charges from the third party. As a result, your request for assistance with the bill from the third party is being denied. 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: 7:00 am-3:30 pm MST, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Tell us why here...
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]
December 18, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 17, 2015, we received your correspondence, dated December 16, 2015, filed with the Revdex.com.
You said that a...
DISH Network technician took the equipment from your home after the disconnection of your service. You disputed the unreturned equipment fee and asked for compensation of $100.00.
Please note that DISH Network does not offer a service to pick up leased equipment after an account is canceled. When an account is disconnected, return boxes and labels are delivered to the customer's home by UPS for the equipment return to our warehouse location.
Our records reveal that you spoke with Ms. [redacted], a DISH Network Dispute Resolution Specialist, on December 17, 2015. Although we have no record of the equipment return, Ms. [redacted] made an exception and removed the equipment from your account and no fees will apply.
As of November 13, 2015, your DISH Network account is at a zero balance. We are unable to honor your compensation request.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at [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
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Data Base Migration
[redacted] Dear Mr. [redacted]: On May 3, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 9 and 10, 2016, and I left three messages. You indicated that you moved into a housing unit for the disabled in December 2015, and that the complex does not allow the installation of a satellite dish because they have a contract with Comcast. Therefore, you requested that the early termination fee be waived. Due to your circumstances, I removed your balance which included a $100.00 early termination fee for internet service, a $220.00 early termination fee for TV service, and a programming balance of $163.51. Boxes will ship for the return of the equipment. Please return the receiver, remotes and modem to avoid unreturned equipment fees. Keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc:
March 5, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You indicated that your home was damaged during a technician visit and you do not agree with the denial of your claim. You requested that DISH Network reimburse you at least $350.00 for the damage. Per the Corporate Field Resolutions Team, after an additional assessment was completed of the claim, we have decided to settle it. When I spoke with you by phone today, you confirmed that you received a settlement letter for the $350.00 requested. You may contact your Claim Manager, Ms. Rhonda R[redacted], directly at (866) 946-5710, if you have any questions regarding the settlement. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your correspondence, dated February 28, 2016, filed with the Revdex.com. You stated that you received a $30.00 credit from DISH Network on your monthly bill. This credit was provided as a courtesy and ended on your December 2015 bill. Your bundled Frontier bill reflected the increased DISH Network charges. You contacted DISH Network and your credit was extended an additional four months; however, the new credit is not currently being reflected on your Frontier bill. You expressed concern with the delay and you requested an additional credit. In our March 1, 2016, email correspondence, I offered to apply an additional $30.00 credit to your account. Your accepted this resolution. Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/12/04) */
December 2, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015,...
filed with the Revdex.com.
You disputed the shipping fees and tax applied to your DISH Network account.
I emailed you on November 30, 2015, and December 2, 2015, requesting more information as I am unable to locate the DISH Network account to which you refer.
Please contact me with your phone or account number so that I may assist with this issue.
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
[redacted]
[redacted] XXXXX
[redacted]
December 21, 2015
Mr. [redacted]
[redacted].
[redacted], OH [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 17, 2015, we received your complaint, dated December 16, 2015, filed with the Revdex.com.
You expressed concern...
with the balance of $185.35 on your account. You maintain that you canceled your service because you experienced technical issues. You stated that although two appointments were scheduled to resolve the issue, they were not completed.
Your service was activated on November 5, 2010, with a 24-month commitment and was canceled on December 28, 2011. Since your term commitment was not fulfilled, an early termination fee of $192.50 was applied to your account. You were also charged two $15.00 box return fees for the use of our shipping labels to return the equipment, leaving your account with a total balance due of $238.10. Enclosed is a copy of your agreement wherein these fees are disclosed.
Our records reveal that you contacted us several times beginning on February 4, 2012, and lasting through October 18, 2013, regarding your concerns. Our representatives informed you that the early termination fee would not be reversed. As a courtesy, a $50.00 credit was applied to your account on March 5, 2012, reducing the balance to $185.35.
When I spoke with you today, I advised you that the balance of $185.35 is valid. We are unable to honor your request to remove the charges.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Dear Mrs. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 12, 13 and 14, 2016, were unsuccessful; however, I left three messages (one message was left with your...
husband). You expressed concern with the following: · Gift card · Activation fee · Reimbursement request · Pay-Per-Views (PPVs) · Early termination fee You expressed concern with the gift card offer of $50.00 as you were unaware that a fee of $2.95 was required to receive it. Your service was established through [redacted] (###-###-####), an independent company. As this is not a DISH Network offer, we are unable to provide you with the gift card. You may contact [redacted] for further assistance with this issue. Although you stated that an activation fee was required when our technician arrived, our records do not show that you were charged an activation fee. Because you requested to change the equipment from regular Joey receivers to Wireless Joey receivers during the installation, a $50.00 fee applied; however, this charge was waived as a courtesy. You said that our technician left your gate open and your dog got out. You would like DISH Network to reimburse you $26.00 for the fee you paid to retrieve your dog. We are unable to honor your reimbursement request. You maintain that you did not order the PPVs that were applied to your account. We show that the PPVs were ordered using your remote. While PPVs are non-refundable, I made an exception and reversed the charges totaling $90.94. You disputed your 24-month commitment. I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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 ###-###-####
Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####752 Dear Mr. [redacted]: On April 22, 2016, we received your complaint, dated April 21, 2016, filed with...
the Revdex.com. You expressed concern with the possible debit to your credit card account for an early termination fee. You maintain that you were told the fee would be applied to your final bill. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns and that your service was canceled one day before you requested it to be. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. While you mentioned your concerns with the removal of 18 channels due to our dispute with Viacom, an agreement was reached with Viacom on April 21, 2016, to keep the channels in our lineup. Your service was activated on March 23, 2015, with a 24-month commitment and it was disconnected on April 21, 2016. Since your term commitment was not fulfilled, an early termination fee of $240.00 was applied to your account. Additionally, a fee of $10.00 applies for each box provided for the return of the equipment. Per your promotional agreement, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees on your account. When I spoke with you by phone on April 22, 2016, I advised you that I made an exception and reversed the early termination and box return fees from your account. This will leave your account with a balance of $126.02 for services rendered. 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 ###-###-####
July 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com. You said you were told that we carry your local Fox channel, your receiver would be able to stream Netflix and that you could watch your service on the go. You were also told that you would need a new receiver which would cost you more. You expressed concern regarding the early termination fee. When we spoke by phone, I told you that I was unable to find a copy of the recording of your sales call. Therefore, I am unable to confirm what you were or were not told. I offered to upgrade your receiver to the Hopper 3 at no cost so that you would be able to stream Netflix and watch your service on the go. I also offered you an alternative to release you from your contract without penalty and send you a refund of $125.00. You chose my second offer. Per your request, your account will be disconnected on August 3, 2016. I also waived your return shipping costs and I provided you with our equipment return policy. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Dear Mr. and Mrs. [redacted]: On February 2, 2016, we received your correspondence, dated February 1, 2016, filed with the Revdex.com. You expressed concern with the monthly billing rate and maintain you are required to pay your bill through Credit Card AutoPay (CCA). You requested that...
your monthly billing rate remain $80.99. When we spoke today, I advised you that your account shows a history of monthly courtesy credits applying and when the credits end, you are billed the regular price for programming. The last $15.00 credit ended on November 21, 2015; as a result, your bill increased. You subscribe to the America’s Top 200 package with DVR service and a Duo receiver. The monthly billing rate before tax is $100.99. In January 2016 DISH Network experienced a $5.00 increase for the America’s Top 200 package. To assist you with the programming cost, I made an exception and applied a $15.00 credit to your account for ten months. When this credit ends, you will be billed the regular price. Please note you may also downgrade your service at any time to make it more affordable. You are currently enrolled in CCA with paperless billing. However, you may also pay your bill by mailing a check or money order to DISH Network at PO Box 94063, Palatine, IL 60094, or make credit card or check payments via Electronic Funds Transfer through your online account. These forms of payment will also be accepted through our automated phone system at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
[redacted] Dear Ms. Bemoras: On May 25, 2016, we received your complaint, dated May 23, 2016, filed with the Revdex.com. Although I received your voicemails, my attempts to contact you by phone at [redacted] on May 25, 26 and 27, 2016, were unsuccessful; however, I left three messages. You expressed concern with the technical issues that you are experiencing with your wireless Joey receivers. You indicated that you were told it was a software issue with no estimated resolution date. Your service was activated on July 26, 2015, with a 24-month commitment. Our records show that we offered to exchange your wireless Joey receivers; however, as stated in your complaint, you declined because of restrictions with your landlord. I made an exception and waived the term commitment on your account. You will not be charged an early termination fee if you choose to disconnect your service. 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]
February 7, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 22, 2018, we received your complaint, dated January 20, 2018, filed with the Revdex.com. You said that you experienced technical issues with your Hopper receiver and you expressed concern with the customer service you received while attempting to resolve this issue. You indicated that you are being charged $15.00 a month for an item you are unable to use. You requested a refund and a new receiver. Our records show that we received several calls about the technical issues you experienced, but they were resolved through troubleshooting and the technician visit completed on May 16, 2017. We also previously provided you with two one-time $20.00 credits and a $20.00 monthly credit for 12 months. We strive to provide excellent service and regret that your customer service experience was unfavorable. I offered you a Hopper 3 receiver upgrade with no commitment and no upgrade fees. You accepted this offer. You stated that you are satisfied with this resolution and your concerns were resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...April 6, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 6, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.com. You indicated that you feel that the price for programming is too high, and you requested a copy of the sales call recording. As previously advised, you were subscribed to our highest programming package and you had the option to reduce the package. We require a subpoena in order to acquire a copy of the sales call. Pursuant to EchoStar Satellite LLC privacy requirements, our corporate business rules necessitate that we obtain a subpoena, court order or search warrant executed by an attorney or judge in order to provide any former or current customer information. Further, in order to research a request with regard to a current or former customer, we need any one or a combination of the following pieces of information: complete address with zip code, telephone number, Social Security Number, or a correct account number beginning with “[redacted]” (for a total of 16 digits). If this matter is an identity theft or credit card fraud matter, we will need the full credit card or bank account number and the name of the banking institution in order to initiate our investigation. You may forward a subpoena, court order or search warrant via mail to the following address: EchoStar Satellite LLC[redacted]Attn: Subpoena Request You may also simply fax the subpoena request directly to [redacted], Attn: Subpoena Request. Please note that you may expect a response to your request within three to four weeks from receipt of the subpoena. 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]
[redacted] Dear Mr. [redacted]: On February 2, 2017, we received your complaint, dated February 1, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your DISH Network service. You indicated that you were promised a 30-day trial period and you disconnected your service within 13 days. You also stated you were charged for equipment that was supposed to be free. You would like for your service to be disconnected, and for the equipment to be picked up. Your service was activated on January 17, 2017, with a 24-month commitment through Dish One Satellite. Please be advised that while the installation of the equipment is free, there is a monthly fee for each receiver active on your account beyond the first. Our records show that your term commitment was waived and your service was disconnected on February 1, 2017. When you agreed to a free installation of the DISH Network equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the remotes and receivers, and will provide prepaid [redacted] boxes for the return. We do not require the return of the satellite dish; therefore, a technician is not sent to remove it. Please allow seven to ten business days for boxes to be shipped for the return of the receivers and remotes. When I spoke with you by phone on February 2, 2017, I advised you that I waived the programming balance of $55.34 on your account, leaving a zero balance. I will also reverse the equipment return fees ($10.00 each) once they are applied to your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
February 6, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 24, 2018, we received your complaint, dated January 23, 2018, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were signed up for a 12-month price lock and not a 24-month commitment. You also said that you experienced technical issues and you expressed concern about the level of customer service you received. I attempted to reach you at ([redacted] on February 2, 5, and 6, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that a review of your calls to us revealed that you were offered a 24-month price guarantee and were advised that it required a new 24-month commitment. When you accepted the offer through our automated phone system, you were again advised of the commitment. Our records reflect only two calls for technical assistance in 2017--one in January and one in December. I reviewed your December 2017 call and the agent was unable to find anything amiss with your receivers or signal. As our records show that you were advised of, and agreed to, the 24-month commitment associated with your account, and as DISH Network was not given adequate opportunity to resolve any technical issues you may have experienced, we are unable to waive your current balance of $349.51, nor provide a refund for previous payments. We appreciate your feedback concerning your experience, it will be used to improve the interactions of our agents with our customers. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 13, 14 and 15, 2016, were unsuccessful; however, I left three messages. You maintain that you were not told that our On-Demand service required an internet connection. Your internet and TV services were activated on October 24, 2015, with a 24-month commitment for each service. As with all streaming services, our On-Demand service requires internet. Your internet service includes 10 GB (gigabytes) of anytime usage (8:00 am through 2:00 am) and 50 GB of off-peak usage (2:00 am through 8:00 am). 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. You also stated that you are not receiving the CW and Hallmark channels as promised. Our records do not show that you contacted us regarding this matter. Although the Hallmark channel is available in a higher package, DISH Network does not carry the CW channel in your area. I waived the 24-month commitments for your internet and TV services. You may disconnected these services without penalty. 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]
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with...
the Revdex.com.
You said that you were not made aware of the 24-month contract when you upgraded your equipment. You requested that the early termination fee be waived.
When we spoke by phone, I explained that I was unable to confirm what you were told by phone when you ordered the equipment upgrade. However, our records reflect that we have a signed contract on file for your account. As a courtesy, I agreed to waive your early termination fee and refund your last payment of $104.80.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 14, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 14, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com. You indicated that when DISH Network activated your phone service in January 2014, you did not have the capability to make long distance calls. You said you called DISH Network to request that long distance be added to your service and, after a short amount of time, you were able to make long distance calls. You maintain that you received a bill from a third party for long distance service, and when you called DISH Network in October 2014 with the third party company, you were assured that DISH Network would take care of it. You have recently received more bills from the third-party company and you maintain that DISH Network is responsible for the third-party charges because your long distance service was blocked by DISH Network. You requested that DISH Network accept responsibility for long distance charges from the third party. A review of your account reveals that DISH Network activated your phone service without long distance on January 22, 2014. Our records show that you inquired about the cost of long distance on January 28, 2014, and you were provided two different price options. You said you would review the options and call us back. You called back to request long distance service on October 7, 2014, when you discovered that you had been billed by a third-party company for long distance. When we spoke by phone, I advised you that there is no indication that DISH Network is responsible for long distance charges from the third party. As a result, your request for assistance with the bill from the third party is being denied. 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: 7:00 am-3:30 pm MST, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Tell us why here...
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]
December 18, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 17, 2015, we received your correspondence, dated December 16, 2015, filed with the Revdex.com.
You said that a...
DISH Network technician took the equipment from your home after the disconnection of your service. You disputed the unreturned equipment fee and asked for compensation of $100.00.
Please note that DISH Network does not offer a service to pick up leased equipment after an account is canceled. When an account is disconnected, return boxes and labels are delivered to the customer's home by UPS for the equipment return to our warehouse location.
Our records reveal that you spoke with Ms. [redacted], a DISH Network Dispute Resolution Specialist, on December 17, 2015. Although we have no record of the equipment return, Ms. [redacted] made an exception and removed the equipment from your account and no fees will apply.
As of November 13, 2015, your DISH Network account is at a zero balance. We are unable to honor your compensation request.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at [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
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Data Base Migration
[redacted]May 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted]: On May 3, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 9 and 10, 2016, and I left three messages. You indicated that you moved into a housing unit for the disabled in December 2015, and that the complex does not allow the installation of a satellite dish because they have a contract with Comcast. Therefore, you requested that the early termination fee be waived. Due to your circumstances, I removed your balance which included a $100.00 early termination fee for internet service, a $220.00 early termination fee for TV service, and a programming balance of $163.51. Boxes will ship for the return of the equipment. Please return the receiver, remotes and modem to avoid unreturned equipment fees. Keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc:
March 5, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You indicated that your home was damaged during a technician visit and you do not agree with the denial of your claim. You requested that DISH Network reimburse you at least $350.00 for the damage. Per the Corporate Field Resolutions Team, after an additional assessment was completed of the claim, we have decided to settle it. When I spoke with you by phone today, you confirmed that you received a settlement letter for the $350.00 requested. You may contact your Claim Manager, Ms. Rhonda R[redacted], directly at (866) 946-5710, if you have any questions regarding the settlement. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 3, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your correspondence, dated February 28, 2016, filed with the Revdex.com. You stated that you received a $30.00 credit from DISH Network on your monthly bill. This credit was provided as a courtesy and ended on your December 2015 bill. Your bundled Frontier bill reflected the increased DISH Network charges. You contacted DISH Network and your credit was extended an additional four months; however, the new credit is not currently being reflected on your Frontier bill. You expressed concern with the delay and you requested an additional credit. In our March 1, 2016, email correspondence, I offered to apply an additional $30.00 credit to your account. Your accepted this resolution. Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/12/04) */
December 2, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015,...
filed with the Revdex.com.
You disputed the shipping fees and tax applied to your DISH Network account.
I emailed you on November 30, 2015, and December 2, 2015, requesting more information as I am unable to locate the DISH Network account to which you refer.
Please contact me with your phone or account number so that I may assist with this issue.
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
[redacted]
[redacted] XXXXX
[redacted]
December 21, 2015
Mr. [redacted]
[redacted].
[redacted], OH [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 17, 2015, we received your complaint, dated December 16, 2015, filed with the Revdex.com.
You expressed concern...
with the balance of $185.35 on your account. You maintain that you canceled your service because you experienced technical issues. You stated that although two appointments were scheduled to resolve the issue, they were not completed.
Your service was activated on November 5, 2010, with a 24-month commitment and was canceled on December 28, 2011. Since your term commitment was not fulfilled, an early termination fee of $192.50 was applied to your account. You were also charged two $15.00 box return fees for the use of our shipping labels to return the equipment, leaving your account with a total balance due of $238.10. Enclosed is a copy of your agreement wherein these fees are disclosed.
Our records reveal that you contacted us several times beginning on February 4, 2012, and lasting through October 18, 2013, regarding your concerns. Our representatives informed you that the early termination fee would not be reversed. As a courtesy, a $50.00 credit was applied to your account on March 5, 2012, reducing the balance to $185.35.
When I spoke with you today, I advised you that the balance of $185.35 is valid. We are unable to honor your request to remove the charges.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Dear Mrs. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 12, 13 and 14, 2016, were unsuccessful; however, I left three messages (one message was left with your...
husband). You expressed concern with the following: · Gift card · Activation fee · Reimbursement request · Pay-Per-Views (PPVs) · Early termination fee You expressed concern with the gift card offer of $50.00 as you were unaware that a fee of $2.95 was required to receive it. Your service was established through [redacted] (###-###-####), an independent company. As this is not a DISH Network offer, we are unable to provide you with the gift card. You may contact [redacted] for further assistance with this issue. Although you stated that an activation fee was required when our technician arrived, our records do not show that you were charged an activation fee. Because you requested to change the equipment from regular Joey receivers to Wireless Joey receivers during the installation, a $50.00 fee applied; however, this charge was waived as a courtesy. You said that our technician left your gate open and your dog got out. You would like DISH Network to reimburse you $26.00 for the fee you paid to retrieve your dog. We are unable to honor your reimbursement request. You maintain that you did not order the PPVs that were applied to your account. We show that the PPVs were ordered using your remote. While PPVs are non-refundable, I made an exception and reversed the charges totaling $90.94. You disputed your 24-month commitment. I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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 ###-###-####
Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####752 Dear Mr. [redacted]: On April 22, 2016, we received your complaint, dated April 21, 2016, filed with...
the Revdex.com. You expressed concern with the possible debit to your credit card account for an early termination fee. You maintain that you were told the fee would be applied to your final bill. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns and that your service was canceled one day before you requested it to be. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. While you mentioned your concerns with the removal of 18 channels due to our dispute with Viacom, an agreement was reached with Viacom on April 21, 2016, to keep the channels in our lineup. Your service was activated on March 23, 2015, with a 24-month commitment and it was disconnected on April 21, 2016. Since your term commitment was not fulfilled, an early termination fee of $240.00 was applied to your account. Additionally, a fee of $10.00 applies for each box provided for the return of the equipment. Per your promotional agreement, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees on your account. When I spoke with you by phone on April 22, 2016, I advised you that I made an exception and reversed the early termination and box return fees from your account. This will leave your account with a balance of $126.02 for services rendered. 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 ###-###-####
July 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com. You said you were told that we carry your local Fox channel, your receiver would be able to stream Netflix and that you could watch your service on the go. You were also told that you would need a new receiver which would cost you more. You expressed concern regarding the early termination fee. When we spoke by phone, I told you that I was unable to find a copy of the recording of your sales call. Therefore, I am unable to confirm what you were or were not told. I offered to upgrade your receiver to the Hopper 3 at no cost so that you would be able to stream Netflix and watch your service on the go. I also offered you an alternative to release you from your contract without penalty and send you a refund of $125.00. You chose my second offer. Per your request, your account will be disconnected on August 3, 2016. I also waived your return shipping costs and I provided you with our equipment return policy. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Dear Mr. and Mrs. [redacted]: On February 2, 2016, we received your correspondence, dated February 1, 2016, filed with the Revdex.com. You expressed concern with the monthly billing rate and maintain you are required to pay your bill through Credit Card AutoPay (CCA). You requested that...
your monthly billing rate remain $80.99. When we spoke today, I advised you that your account shows a history of monthly courtesy credits applying and when the credits end, you are billed the regular price for programming. The last $15.00 credit ended on November 21, 2015; as a result, your bill increased. You subscribe to the America’s Top 200 package with DVR service and a Duo receiver. The monthly billing rate before tax is $100.99. In January 2016 DISH Network experienced a $5.00 increase for the America’s Top 200 package. To assist you with the programming cost, I made an exception and applied a $15.00 credit to your account for ten months. When this credit ends, you will be billed the regular price. Please note you may also downgrade your service at any time to make it more affordable. You are currently enrolled in CCA with paperless billing. However, you may also pay your bill by mailing a check or money order to DISH Network at PO Box 94063, Palatine, IL 60094, or make credit card or check payments via Electronic Funds Transfer through your online account. These forms of payment will also be accepted through our automated phone system at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
June 1, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. Bemoras: On May 25, 2016, we received your complaint, dated May 23, 2016, filed with the Revdex.com. Although I received your voicemails, my attempts to contact you by phone at [redacted] on May 25, 26 and 27, 2016, were unsuccessful; however, I left three messages. You expressed concern with the technical issues that you are experiencing with your wireless Joey receivers. You indicated that you were told it was a software issue with no estimated resolution date. Your service was activated on July 26, 2015, with a 24-month commitment. Our records show that we offered to exchange your wireless Joey receivers; however, as stated in your complaint, you declined because of restrictions with your landlord. I made an exception and waived the term commitment on your account. You will not be charged an early termination fee if you choose to disconnect your service. 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]
February 7, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 22, 2018, we received your complaint, dated January 20, 2018, filed with the Revdex.com. You said that you experienced technical issues with your Hopper receiver and you expressed concern with the customer service you received while attempting to resolve this issue. You indicated that you are being charged $15.00 a month for an item you are unable to use. You requested a refund and a new receiver. Our records show that we received several calls about the technical issues you experienced, but they were resolved through troubleshooting and the technician visit completed on May 16, 2017. We also previously provided you with two one-time $20.00 credits and a $20.00 monthly credit for 12 months. We strive to provide excellent service and regret that your customer service experience was unfavorable. I offered you a Hopper 3 receiver upgrade with no commitment and no upgrade fees. You accepted this offer. You stated that you are satisfied with this resolution and your concerns were resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...April 6, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 6, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.com. You indicated that you feel that the price for programming is too high, and you requested a copy of the sales call recording. As previously advised, you were subscribed to our highest programming package and you had the option to reduce the package. We require a subpoena in order to acquire a copy of the sales call. Pursuant to EchoStar Satellite LLC privacy requirements, our corporate business rules necessitate that we obtain a subpoena, court order or search warrant executed by an attorney or judge in order to provide any former or current customer information. Further, in order to research a request with regard to a current or former customer, we need any one or a combination of the following pieces of information: complete address with zip code, telephone number, Social Security Number, or a correct account number beginning with “[redacted]” (for a total of 16 digits). If this matter is an identity theft or credit card fraud matter, we will need the full credit card or bank account number and the name of the banking institution in order to initiate our investigation. You may forward a subpoena, court order or search warrant via mail to the following address: EchoStar Satellite LLC[redacted]Attn: Subpoena Request You may also simply fax the subpoena request directly to [redacted], Attn: Subpoena Request. Please note that you may expect a response to your request within three to four weeks from receipt of the subpoena. 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]
February 3, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 2, 2017, we received your complaint, dated February 1, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your DISH Network service. You indicated that you were promised a 30-day trial period and you disconnected your service within 13 days. You also stated you were charged for equipment that was supposed to be free. You would like for your service to be disconnected, and for the equipment to be picked up. Your service was activated on January 17, 2017, with a 24-month commitment through Dish One Satellite. Please be advised that while the installation of the equipment is free, there is a monthly fee for each receiver active on your account beyond the first. Our records show that your term commitment was waived and your service was disconnected on February 1, 2017. When you agreed to a free installation of the DISH Network equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the remotes and receivers, and will provide prepaid [redacted] boxes for the return. We do not require the return of the satellite dish; therefore, a technician is not sent to remove it. Please allow seven to ten business days for boxes to be shipped for the return of the receivers and remotes. When I spoke with you by phone on February 2, 2017, I advised you that I waived the programming balance of $55.34 on your account, leaving a zero balance. I will also reverse the equipment return fees ($10.00 each) once they are applied to your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
February 6, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 24, 2018, we received your complaint, dated January 23, 2018, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were signed up for a 12-month price lock and not a 24-month commitment. You also said that you experienced technical issues and you expressed concern about the level of customer service you received. I attempted to reach you at ([redacted] on February 2, 5, and 6, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that a review of your calls to us revealed that you were offered a 24-month price guarantee and were advised that it required a new 24-month commitment. When you accepted the offer through our automated phone system, you were again advised of the commitment. Our records reflect only two calls for technical assistance in 2017--one in January and one in December. I reviewed your December 2017 call and the agent was unable to find anything amiss with your receivers or signal. As our records show that you were advised of, and agreed to, the 24-month commitment associated with your account, and as DISH Network was not given adequate opportunity to resolve any technical issues you may have experienced, we are unable to waive your current balance of $349.51, nor provide a refund for previous payments. We appreciate your feedback concerning your experience, it will be used to improve the interactions of our agents with our customers. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
January 18, 2016 Ms. [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 13, 14 and 15, 2016, were unsuccessful; however, I left three messages. You maintain that you were not told that our On-Demand service required an internet connection. Your internet and TV services were activated on October 24, 2015, with a 24-month commitment for each service. As with all streaming services, our On-Demand service requires internet. Your internet service includes 10 GB (gigabytes) of anytime usage (8:00 am through 2:00 am) and 50 GB of off-peak usage (2:00 am through 8:00 am). 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. You also stated that you are not receiving the CW and Hallmark channels as promised. Our records do not show that you contacted us regarding this matter. Although the Hallmark channel is available in a higher package, DISH Network does not carry the CW channel in your area. I waived the 24-month commitments for your internet and TV services. You may disconnected these services without penalty. 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]
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with...
the Revdex.com.
You said that you were not made aware of the 24-month contract when you upgraded your equipment. You requested that the early termination fee be waived.
When we spoke by phone, I explained that I was unable to confirm what you were told by phone when you ordered the equipment upgrade. However, our records reflect that we have a signed contract on file for your account. As a courtesy, I agreed to waive your early termination fee and refund your last payment of $104.80.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]