Initial Business Response /* (1000, 5, 2015/08/25) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your correspondence, dated August 17, 2015,...
filed with the Revdex.com.
You maintain that the salesperson told you that a paper bill would be mailed with the Credit Card AutoPay (CCA) option. You disputed the early termination fee.
When we spoke today, I advised you that when an account is enrolled in CCA, the system will not generate a paper statement. We have sent you a monthly email billing notice to [redacted]@gmail.com.
Please note that DISH Network does not offer a trial period to cancel service without a penalty. Nevertheless, in the interest of resolving this matter, I waived your early termination fee. Per your request, your service will be disconnected on September 4, 2015. You accepted this resolution.
You agreed to return the leased receivers and remote controls to DISH Network. A return box with label will be delivered to your address by UPS. I also waived the $10.00 box return fee.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On April 28, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 28 and 29, 2016, and May 2, 2016, were unsuccessful; however, I left three messages. You expressed concern with the charges that were applied to your account for the movie channels. You indicated that you were told the movie channels would be removed automatically at the end of the free trial. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. The movie channels (HBO, Cinemax, Showtime and Starz) and DISH Movie package were included with your promotion for three months free. Since the offer ended on February 24, 2016, and the channels were not removed, you began to be billed the regular service charges totaling $60.00. Our records show that on February 3, 2016, we notified you via email at [redacted]@yahoo.com the promotion was ending. We also provided reminders of the promotional offers on your first three billing statements. Your February 25, 2016, billing statement disclosed that the promotion had ended and the charges were included in the amount billed. The services were removed from your account on April 12, 2016. A total credit of $85.97 was applied to your account for the past charges. I made an exception and applied an additional credit of $34.03 to your account to total the $120.00 billed. 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, 2015/09/25) */
September 8, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 8, 2015, we received your complaint, dated September 4, 2015,...
filed with the Revdex.com.
You disputed that you were told you had a one-year contract with DISH Network. You also stated that you disconnected the service because you do not use it. You expressed concern that we have attempted to collect automatic payments.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. A sales confirmation email was sent to [redacted]@gmail.com on April 2, 2014. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation.
After the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic device. The electronic device used with the tablet may not track as quickly as a pen and the signature may look distorted. The copy that you received is a printout of the information from the electronic device.
Authorization to automatically debit the credit/debit card for equipment or the early termination fee is provided in the DHA agreement.
A copy of the agreement was emailed to the same email address on July 29, 2015. I have enclosed an additional copy for your review.
When I spoke with you by telephone today, I advised you that since the service was active for less than 60 days, I removed the $480.00 termination fee.
Please return the leased equipment to avoid unreturned equipment fees.
I apologize on behalf of DISH Network for the customer service you received.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait until January 29th to see if after that date I am still receiving unwanted junk mail from Dish Network.
While my past experience has left me skeptical,
Ms [redacted] was very professional and I tend to trust that I have seen the last of Dish. We'll see.
I have attached a copy of a live chat, below. Read it a you'll understand my frustration. ([redacted] dish chat.jpg)
Complaint: [redacted]
I am rejecting this response due to the fact that the "high escalation"associate from Dish who I spoke to was of no help! It took me FOUR DAYS to get a hold of this individual in spite of the fact I'd call her DURING what her voicemail states are her business hours. She claimed none of what I said happened actually occurred during the phone call in question. I told her "I'd love to listen to that phone call along with her, as I know for a FACT what I experienced" Her response to that was simply to tell me I'd need a subpoena to do that. She then said that the offer made to me was "no longer on the table", in spite of the fact a SUPERVISOR had offered at least a $30 discount.. So is that the response NOW, only because I filed this complaint? So now I take THAT as a form of retaliation, & I'm not okay with that. I ended the call with her telling her she was of no help, so "thanks for nothing". I'm thoroughly disappointed with this lack of service from a company which I was loyal to for so many years!
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 2, 2015, we received your correspondence, dated September 1, 2015,...
filed with the Revdex.com.
You disputed the balance due and the collection attempts.
When we spoke today, I advised you that when a refund was provided, it left a balance due of $45.33. I regret any confusion. I made an exception and reversed the balance today.
The negative mark will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. 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: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
September 13, 2016 Dear Ms. [redacted]: On September 13, 2016, we received your rebuttal, dated September 12, 2016, filed with the Revdex.com. You requested that your account be disconnected. You also asked to receive proof that your current service and the service at your previous location was disconnected. In addition, you would like the dish to be removed. Furthermore, you requested that DISH Network cease contact with you. I regret that we were unable to speak directly. Your account was disconnected on August 20, 2016. You have one account number for both locations. If someone establishes service at your previous home, they will be required to open an account in their name with their own information. DISH Network does not require the return of the dish. If you would like the dish removed from your home, the starting cost is $95.00. You may also refer to a local retailer to remove it. Once removed, you may dispose of the dish at your discretion. I placed your contact information on our internal Do Not Contact list. However, please know that we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement that you receive and request to be placed on their Do Not Contact list. 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 ###-###-#### David Laslo
August 31, 2016 Dear Ms. [redacted]: On August 26, 2016, we received your correspondence, dated August 24, 2016, filed with the Revdex.com. You maintain two DISH Network accounts were opened with your name and Social Security Number without...
authorization. When we spoke today, you said that your original correspondence from November 2015 was resolved. I advised you that I was unable to locate a second account that was opened with your information. After further review, I found that we have no record of having received the requested ID Theft Affidavit documentation. As a result, no claim was opened for the original correspondence you filed in November 2015. So that we may investigate this matter further, please fill out and return the enclosed ID Theft Affidavit forms to: Email: [email protected] Mail: ID Theft Verification Team PO Box 9040 Littleton, CO 80120 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 ###-###-#### Enclosure
Initial Business Response /* (1000, 6, 2015/11/30) */
November 23, 2015
Ms. [redacted]
XXXXX [redacted] Dr.
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 23, 2015, we received your complaint, dated November 19, 2015,...
filed with the Revdex.com.
You maintain that an unauthorized charge for the Protection Plan was applied to your account. You also mentioned that you have experienced many technical issues.
A review of the sales call on April 13, 2015, reveals that the sales agent informed you that you would receive the Protection Plan warranty free for six month. Once the free six months expired, you would begin to be billed. He also informed you that you had the option to remove it at any time.
Additionally, a sales confirmation email was sent to [redacted]@gmail.com on April 13, 2015. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. We emailed you a copy of the signed Digital Home Advantage (DHA) agreement to the same email address after the installation was complete.
The Protection Plan warranty is also disclosed in the DHA agreement.
When I spoke with you by telephone today, I informed you that there is no record of any ongoing technical issues reported. However, as an exception, I released you from the 24-month commitment and disconnected the service. Boxes will ship for the return of the receivers and remotes. Please return the equipment in the allotted time frame 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:I covered the check dated 11/30/15 with funds withdrawn 12/3/15. You never had my permission to withdraw $215.00 more on 12/7/15. With that being said I was never compensated for the overdraft fee or the lack of professional courtesy. I feel you intentionally help back my compensation so another bill would be due and you wouldn't have to refund me. Therefore $144 doesn't even come close.
Sincerely,
[redacted]
Dear Ms. [redacted]s: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com. You expressed concern with the debit of $238.47 that was applied to your credit card account. You maintain that Credit Card AutoPay (CCA) was not removed as you...
requested, and you only received a partial refund of $117.70. Your concerns were addressed through the Louisiana Office of the Attorney General. Enclosed is a copy of that correspondence. 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted] Tell us why here...
this agent I have been working with, [redacted], she has been no help. She has not looked at the calls, or has looked at the wrong ones. The representative I was working with asked what I wanted from Dish to return as a customer. I told her I wanted the $5 a month fee for a pause waived. She said that she could do that and that was how service was restored. Cristina is either lying about listening to the call or is listening to some other call, as I have contacted Dish countless times. I reject her offer. I have a previous agreement with Dish that they have failed to honor. This is not my doing, it is on Dish Network. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
February 23, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. My attempts to contact you by phone at (562) 713-0757 on February 19, 22 and 23, 2016, were unsuccessful; however, I left three messages. You maintain that you did not authorize the payment of $58.44 on your DISH Network account. You would like a refund. Our records reveal that the payment of $58.44 was made through your online DISH Network account on February 17, 2016. As a result, we are unable to honor your refund request. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/09/08) */
August 25, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 24, 2015, we received your complaint, dated August 20, 2015, filed with the...
Revdex.com.
You requested confirmation that you do not have to return the LNBF on your disconnected DISH Network account. You would also like the leased equipment picked up and you requested that the dish be removed from your home at no charge. Additionally, you indicated that you were referred to a local retailer to remove the dish and they were unable to meet your request.
On July 24, 2015, your early termination fee was waived. In addition, the LNBF and return shipping fee were waived. This was confirmed in our August 20, 2015, email correspondence. You indicated that you were unable to take the leased equipment to a UPS location. I scheduled a free pick up at that time. Our records indicate that the package was picked up on August 21, 2015, under tracking number 1Z2RXXXXXXXXXXXXXX.
The customer is responsible for returning the leased equipment. This is disclosed and agreed to in the terms and conditions of your contract. As we discussed, the dish becomes the property owner's responsibility once it is installed. You approved the installation at the time. As I explained in our August 20, 2015, email, DISH Network charges a $99.00 fee to send out our technicians to remove the dish. Local retail offices have their own pricing and policies regarding the dish removal.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network has a large contract with UPS to return all of it's equipment. Yet, if you live in a city like mine, you either have to drive 30-40 minutes to the next town or pay $9.00 for UPS to pick up the equipment.
Dish Network needs to quit taking advantage of it's customers and former customers and pay for the pick up (without it being requested) of all of it's equipment.
Dish Network also left a bunch of their old crappy equipment on my house and refuse to take it down unless I pay an extortion fee of $100.00. This is WRONG!
If Dish installs it, Dish should remove it free of charge!!
The paperwork you are given at the beginning of your contract is lengthy and written in ink that is so light that you can barely read the letters.
Final Business Response /* (4000, 10, 2015/09/25) */
September 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com.
You continue to express concern regarding DISH Network's equipment return policy. You feel that the leased equipment should be picked up at no cost to the customer and you feel that the non-leased equipment affixed to your property should be removed by DISH Network at our expense.
As we have previously discussed, you accepted DISH Network's equipment return policy in the terms and conditions of your contractual agreement. Please review the copy of your signed contract (enclosed).
We made an exception due to your situation and arranged for UPS to pick up your leased equipment at no cost to you. The equipment was received and removed from your disconnected account on August 28, 2015.
We do not require that the non-leased equipment be returned. As previously explained, if you schedule an appointment to have a DISH Network technician remove the non-leased equipment, there is a fee for that service.
This matter has been fully addressed and this is our final response.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 11, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On December 14, 2017, we received your complaint, dated December 2, 2017, filed with the Revdex.com. You expressed concern that two satellite dishes are installed on your rental property and that we do not remove them. You maintain you were told that the satellite dishes belong to us while the service is active but once service is disconnected, it belongs to the customer. When I spoke with you by telephone today, I advised you that once the satellite dish is installed and the customer accepts the installation, it becomes a permanent fixture of the home and belongs to the customer. It is no longer the property of DISH Network. This is a tenant/landlord dispute. It is the tenant’s responsibility to inform DISH Network that it is a rental property, and to obtain landlord permission. The starting cost to remove one of our satellite dishes is $95.00. You may also contact a local retailer to remove the satellite dishes. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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]
December 22, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com.
You expressed...
concern with the balance on your account. You indicated that you placed your service on DISH Pause and the service was restored without notification.
While DISH Network offers DISH Pause for three, six or nine months, our records show that your service was placed on DISH Pause for six months on March 31, 2015. DISH Pause was automatically removed on October 2, 2015, because the allowed time frame had been exceeded. Notification of the removal was sent to [redacted] on October 1, 2015.
While your service was again placed on DISH Pause on October 30, 2015, there was an unpaid service balance of $68.51 left on the account. As you requested, the service was disconnected on December 1, 2015. At that time, your account was left with a balance of $94.36, which included two box return fees of $10.00.
When I spoke with you by phone today, I advised you that I removed these charges, leaving your account with a zero balance. We regret any inconvenience this issue may have caused.
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
May 22, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 16, 2017, we received your correspondence, dated May 15, 2017, filed with the Revdex.com. You filed this correspondence on behalf of your father, [redacted], the DISH Network account holder. You maintain that he canceled the premium channels in July 2016, and you requested a refund for the eight months he was billed for the service. When we spoke on May 19, 2017, I informed you that I applied a total credit of $400.00 to [redacted]’ account which covers eight months of the premium channels. The credit was applied toward services through July 17, 2017, leaving a credit balance. I submitted a refund of $286.53. Please allow three weeks for processing. We regret any inconvenience Mr. [redacted] may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:I'm now expected to wait another 6 to 8 weeks and it's already been 5 months. So, I should just trust that it will happen when I've already waited longer than is reasonable. If they were concerned about customer service and resolving this issue, I would think they would try to speed up the process.
Sincerely,
[redacted]
October 7, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You said that your credit card was debited without your authorization. You requested to have your DISH...
Network account disconnected and to receive a refund. I attempted to reach you by phone on October 4, 6 and 7, 2016. My calls were cut off after one ring so I was unable to leave any messages. Our records indicate that the only debits applied to your DISH Network account were automatic payments for service rendered. Your account was enrolled for automatic payments from its activation on October 9, 2014, and all payments made on the account, with the exception of three manual payments, were automatically debited from the credit card account you provided during your sale. Please note that DISH Network sent monthly emails to [redacted]@yahoo.com to advise you of your ebilling statement being ready and that your automatic payments were received. You removed automatic payments on September 13, 2016, and disconnected your account on September 28, 2016. Our records indicate that a balance of $104.78 for service rendered remains on your account. While we regret any inconvenience this issue may have caused, we are unable to provide a refund as all charges were for service 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Dear Ms. [redacted]: On June 10, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com. You expressed concern with the unreturned equipment fees that were applied to your account. You maintain that you returned the equipment. Your service was disconnected on April 5, 2016. Our records do not show that the equipment was returned within the required time frame. As a result, you were charged $148.00 for an unreturned receiver (model 222k) and an LNBF (eye piece on the satellite dish) on May 10, 2016. When I spoke with you by phone today, I advised you that I removed the fees from your account, leaving a zero balance. 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, 2015/08/25) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your correspondence, dated August 17, 2015,...
filed with the Revdex.com.
You maintain that the salesperson told you that a paper bill would be mailed with the Credit Card AutoPay (CCA) option. You disputed the early termination fee.
When we spoke today, I advised you that when an account is enrolled in CCA, the system will not generate a paper statement. We have sent you a monthly email billing notice to [redacted]@gmail.com.
Please note that DISH Network does not offer a trial period to cancel service without a penalty. Nevertheless, in the interest of resolving this matter, I waived your early termination fee. Per your request, your service will be disconnected on September 4, 2015. You accepted this resolution.
You agreed to return the leased receivers and remote controls to DISH Network. A return box with label will be delivered to your address by UPS. I also waived the $10.00 box return fee.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
May 3, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 28, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 28 and 29, 2016, and May 2, 2016, were unsuccessful; however, I left three messages. You expressed concern with the charges that were applied to your account for the movie channels. You indicated that you were told the movie channels would be removed automatically at the end of the free trial. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. The movie channels (HBO, Cinemax, Showtime and Starz) and DISH Movie package were included with your promotion for three months free. Since the offer ended on February 24, 2016, and the channels were not removed, you began to be billed the regular service charges totaling $60.00. Our records show that on February 3, 2016, we notified you via email at [redacted]@yahoo.com the promotion was ending. We also provided reminders of the promotional offers on your first three billing statements. Your February 25, 2016, billing statement disclosed that the promotion had ended and the charges were included in the amount billed. The services were removed from your account on April 12, 2016. A total credit of $85.97 was applied to your account for the past charges. I made an exception and applied an additional credit of $34.03 to your account to total the $120.00 billed. 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, 2015/09/25) */
September 8, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 8, 2015, we received your complaint, dated September 4, 2015,...
filed with the Revdex.com.
You disputed that you were told you had a one-year contract with DISH Network. You also stated that you disconnected the service because you do not use it. You expressed concern that we have attempted to collect automatic payments.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. A sales confirmation email was sent to [redacted]@gmail.com on April 2, 2014. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation.
After the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic device. The electronic device used with the tablet may not track as quickly as a pen and the signature may look distorted. The copy that you received is a printout of the information from the electronic device.
Authorization to automatically debit the credit/debit card for equipment or the early termination fee is provided in the DHA agreement.
A copy of the agreement was emailed to the same email address on July 29, 2015. I have enclosed an additional copy for your review.
When I spoke with you by telephone today, I advised you that since the service was active for less than 60 days, I removed the $480.00 termination fee.
Please return the leased equipment to avoid unreturned equipment fees.
I apologize on behalf of DISH Network for the customer service you received.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait until January 29th to see if after that date I am still receiving unwanted junk mail from Dish Network.
While my past experience has left me skeptical,
Ms [redacted] was very professional and I tend to trust that I have seen the last of Dish. We'll see.
I have attached a copy of a live chat, below. Read it a you'll understand my frustration. ([redacted] dish chat.jpg)
Complaint: [redacted]
I am rejecting this response due to the fact that the "high escalation"associate from Dish who I spoke to was of no help! It took me FOUR DAYS to get a hold of this individual in spite of the fact I'd call her DURING what her voicemail states are her business hours. She claimed none of what I said happened actually occurred during the phone call in question. I told her "I'd love to listen to that phone call along with her, as I know for a FACT what I experienced" Her response to that was simply to tell me I'd need a subpoena to do that. She then said that the offer made to me was "no longer on the table", in spite of the fact a SUPERVISOR had offered at least a $30 discount.. So is that the response NOW, only because I filed this complaint? So now I take THAT as a form of retaliation, & I'm not okay with that. I ended the call with her telling her she was of no help, so "thanks for nothing". I'm thoroughly disappointed with this lack of service from a company which I was loyal to for so many years!
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 2, 2015, we received your correspondence, dated September 1, 2015,...
filed with the Revdex.com.
You disputed the balance due and the collection attempts.
When we spoke today, I advised you that when a refund was provided, it left a balance due of $45.33. I regret any confusion. I made an exception and reversed the balance today.
The negative mark will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. 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: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
September 13, 2016 Dear Ms. [redacted]: On September 13, 2016, we received your rebuttal, dated September 12, 2016, filed with the Revdex.com. You requested that your account be disconnected. You also asked to receive proof that your current service and the service at your previous location was disconnected. In addition, you would like the dish to be removed. Furthermore, you requested that DISH Network cease contact with you. I regret that we were unable to speak directly. Your account was disconnected on August 20, 2016. You have one account number for both locations. If someone establishes service at your previous home, they will be required to open an account in their name with their own information. DISH Network does not require the return of the dish. If you would like the dish removed from your home, the starting cost is $95.00. You may also refer to a local retailer to remove it. Once removed, you may dispose of the dish at your discretion. I placed your contact information on our internal Do Not Contact list. However, please know that we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement that you receive and request to be placed on their Do Not Contact list. 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 ###-###-#### David Laslo
August 31, 2016 Dear Ms. [redacted]: On August 26, 2016, we received your correspondence, dated August 24, 2016, filed with the Revdex.com. You maintain two DISH Network accounts were opened with your name and Social Security Number without...
authorization. When we spoke today, you said that your original correspondence from November 2015 was resolved. I advised you that I was unable to locate a second account that was opened with your information. After further review, I found that we have no record of having received the requested ID Theft Affidavit documentation. As a result, no claim was opened for the original correspondence you filed in November 2015. So that we may investigate this matter further, please fill out and return the enclosed ID Theft Affidavit forms to: Email: [email protected] Mail: ID Theft Verification Team PO Box 9040 Littleton, CO 80120 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 ###-###-#### Enclosure
Initial Business Response /* (1000, 6, 2015/11/30) */
November 23, 2015
Ms. [redacted]
XXXXX [redacted] Dr.
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 23, 2015, we received your complaint, dated November 19, 2015,...
filed with the Revdex.com.
You maintain that an unauthorized charge for the Protection Plan was applied to your account. You also mentioned that you have experienced many technical issues.
A review of the sales call on April 13, 2015, reveals that the sales agent informed you that you would receive the Protection Plan warranty free for six month. Once the free six months expired, you would begin to be billed. He also informed you that you had the option to remove it at any time.
Additionally, a sales confirmation email was sent to [redacted]@gmail.com on April 13, 2015. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. We emailed you a copy of the signed Digital Home Advantage (DHA) agreement to the same email address after the installation was complete.
The Protection Plan warranty is also disclosed in the DHA agreement.
When I spoke with you by telephone today, I informed you that there is no record of any ongoing technical issues reported. However, as an exception, I released you from the 24-month commitment and disconnected the service. Boxes will ship for the return of the receivers and remotes. Please return the equipment in the allotted time frame 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:I covered the check dated 11/30/15 with funds withdrawn 12/3/15. You never had my permission to withdraw $215.00 more on 12/7/15. With that being said I was never compensated for the overdraft fee or the lack of professional courtesy. I feel you intentionally help back my compensation so another bill would be due and you wouldn't have to refund me. Therefore $144 doesn't even come close.
Sincerely,
[redacted]
Dear Ms. [redacted]s: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com. You expressed concern with the debit of $238.47 that was applied to your credit card account. You maintain that Credit Card AutoPay (CCA) was not removed as you...
requested, and you only received a partial refund of $117.70. Your concerns were addressed through the Louisiana Office of the Attorney General. Enclosed is a copy of that correspondence. 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted] Tell us why here...
this agent I have been working with, [redacted], she has been no help. She has not looked at the calls, or has looked at the wrong ones. The representative I was working with asked what I wanted from Dish to return as a customer. I told her I wanted the $5 a month fee for a pause waived. She said that she could do that and that was how service was restored. Cristina is either lying about listening to the call or is listening to some other call, as I have contacted Dish countless times. I reject her offer. I have a previous agreement with Dish that they have failed to honor. This is not my doing, it is on Dish Network. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
February 23, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. My attempts to contact you by phone at (562) 713-0757 on February 19, 22 and 23, 2016, were unsuccessful; however, I left three messages. You maintain that you did not authorize the payment of $58.44 on your DISH Network account. You would like a refund. Our records reveal that the payment of $58.44 was made through your online DISH Network account on February 17, 2016. As a result, we are unable to honor your refund request. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/09/08) */
August 25, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 24, 2015, we received your complaint, dated August 20, 2015, filed with the...
Revdex.com.
You requested confirmation that you do not have to return the LNBF on your disconnected DISH Network account. You would also like the leased equipment picked up and you requested that the dish be removed from your home at no charge. Additionally, you indicated that you were referred to a local retailer to remove the dish and they were unable to meet your request.
On July 24, 2015, your early termination fee was waived. In addition, the LNBF and return shipping fee were waived. This was confirmed in our August 20, 2015, email correspondence. You indicated that you were unable to take the leased equipment to a UPS location. I scheduled a free pick up at that time. Our records indicate that the package was picked up on August 21, 2015, under tracking number 1Z2RXXXXXXXXXXXXXX.
The customer is responsible for returning the leased equipment. This is disclosed and agreed to in the terms and conditions of your contract. As we discussed, the dish becomes the property owner's responsibility once it is installed. You approved the installation at the time. As I explained in our August 20, 2015, email, DISH Network charges a $99.00 fee to send out our technicians to remove the dish. Local retail offices have their own pricing and policies regarding the dish removal.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network has a large contract with UPS to return all of it's equipment. Yet, if you live in a city like mine, you either have to drive 30-40 minutes to the next town or pay $9.00 for UPS to pick up the equipment.
Dish Network needs to quit taking advantage of it's customers and former customers and pay for the pick up (without it being requested) of all of it's equipment.
Dish Network also left a bunch of their old crappy equipment on my house and refuse to take it down unless I pay an extortion fee of $100.00. This is WRONG!
If Dish installs it, Dish should remove it free of charge!!
The paperwork you are given at the beginning of your contract is lengthy and written in ink that is so light that you can barely read the letters.
Final Business Response /* (4000, 10, 2015/09/25) */
September 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com.
You continue to express concern regarding DISH Network's equipment return policy. You feel that the leased equipment should be picked up at no cost to the customer and you feel that the non-leased equipment affixed to your property should be removed by DISH Network at our expense.
As we have previously discussed, you accepted DISH Network's equipment return policy in the terms and conditions of your contractual agreement. Please review the copy of your signed contract (enclosed).
We made an exception due to your situation and arranged for UPS to pick up your leased equipment at no cost to you. The equipment was received and removed from your disconnected account on August 28, 2015.
We do not require that the non-leased equipment be returned. As previously explained, if you schedule an appointment to have a DISH Network technician remove the non-leased equipment, there is a fee for that service.
This matter has been fully addressed and this is our final response.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 11, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On December 14, 2017, we received your complaint, dated December 2, 2017, filed with the Revdex.com. You expressed concern that two satellite dishes are installed on your rental property and that we do not remove them. You maintain you were told that the satellite dishes belong to us while the service is active but once service is disconnected, it belongs to the customer. When I spoke with you by telephone today, I advised you that once the satellite dish is installed and the customer accepts the installation, it becomes a permanent fixture of the home and belongs to the customer. It is no longer the property of DISH Network. This is a tenant/landlord dispute. It is the tenant’s responsibility to inform DISH Network that it is a rental property, and to obtain landlord permission. The starting cost to remove one of our satellite dishes is $95.00. You may also contact a local retailer to remove the satellite dishes. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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]
December 22, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com.
You expressed...
concern with the balance on your account. You indicated that you placed your service on DISH Pause and the service was restored without notification.
While DISH Network offers DISH Pause for three, six or nine months, our records show that your service was placed on DISH Pause for six months on March 31, 2015. DISH Pause was automatically removed on October 2, 2015, because the allowed time frame had been exceeded. Notification of the removal was sent to [redacted] on October 1, 2015.
While your service was again placed on DISH Pause on October 30, 2015, there was an unpaid service balance of $68.51 left on the account. As you requested, the service was disconnected on December 1, 2015. At that time, your account was left with a balance of $94.36, which included two box return fees of $10.00.
When I spoke with you by phone today, I advised you that I removed these charges, leaving your account with a zero balance. We regret any inconvenience this issue may have caused.
You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
May 22, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 16, 2017, we received your correspondence, dated May 15, 2017, filed with the Revdex.com. You filed this correspondence on behalf of your father, [redacted], the DISH Network account holder. You maintain that he canceled the premium channels in July 2016, and you requested a refund for the eight months he was billed for the service. When we spoke on May 19, 2017, I informed you that I applied a total credit of $400.00 to [redacted]’ account which covers eight months of the premium channels. The credit was applied toward services through July 17, 2017, leaving a credit balance. I submitted a refund of $286.53. Please allow three weeks for processing. We regret any inconvenience Mr. [redacted] 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]
Complaint: [redacted]
I am rejecting this response because:I'm now expected to wait another 6 to 8 weeks and it's already been 5 months. So, I should just trust that it will happen when I've already waited longer than is reasonable. If they were concerned about customer service and resolving this issue, I would think they would try to speed up the process.
Sincerely,
[redacted]
October 7, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You said that your credit card was debited without your authorization. You requested to have your DISH...
Network account disconnected and to receive a refund. I attempted to reach you by phone on October 4, 6 and 7, 2016. My calls were cut off after one ring so I was unable to leave any messages. Our records indicate that the only debits applied to your DISH Network account were automatic payments for service rendered. Your account was enrolled for automatic payments from its activation on October 9, 2014, and all payments made on the account, with the exception of three manual payments, were automatically debited from the credit card account you provided during your sale. Please note that DISH Network sent monthly emails to [redacted]@yahoo.com to advise you of your ebilling statement being ready and that your automatic payments were received. You removed automatic payments on September 13, 2016, and disconnected your account on September 28, 2016. Our records indicate that a balance of $104.78 for service rendered remains on your account. While we regret any inconvenience this issue may have caused, we are unable to provide a refund as all charges were for service 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
June 13, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On June 10, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com. You expressed concern with the unreturned equipment fees that were applied to your account. You maintain that you returned the equipment. Your service was disconnected on April 5, 2016. Our records do not show that the equipment was returned within the required time frame. As a result, you were charged $148.00 for an unreturned receiver (model 222k) and an LNBF (eye piece on the satellite dish) on May 10, 2016. When I spoke with you by phone today, I advised you that I removed the fees from your account, leaving a zero balance. 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]