Initial Business Response /* (1000, 9, 2015/04/23) */
April 21, 2015
Mr. and Mrs. [redacted] and [redacted]
PO Box [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On April 20, 2015, we received your correspondence, dated...
April 17, 2015, filed with the Revdex.com.
You maintain you were unable to receive the service due to line of sight problems and you disputed the balance due. You also expressed concern with the customer service you received.
When we spoke today, I advised you that the early termination fee of $280.00 and the programming balance of $194.77 (for a total of $474.77) were reversed from your account.
Your account balance is now $398.00 for the unreturned equipment. We ask that the Hopper and Joey receivers with the remote controls be returned to DISH Network. A return box with label will be delivered by UPS to your physical address ([redacted] St., [redacted], [redacted]) within seven business days. When the equipment is returned, the equipment fees will be reversed from your account. You accepted this resolution.
We strive to provide excellent service and 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]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have tried contacting National Satellite Systems. They called me last week, as a matter of fact, because of the fact the I blocked payment on the account. Again I asked to hear the recorded conversations of the sales phone calls and again this did not happen. At least they did not transfer me over to DISH like they have in the past for an endless ping pong match! National Satellite Company, per say, is a representative of DISH because they are involved with sales. I would think communication between the two (DISH and National Satellite Systems) would be a necessary component for customer satisfaction - evidently not! Well after having my services shut down without so much as an inquiry as to why we stopped payment on the bill, the exact purpose for doing it, that was enough for me. My account has been cancelled, DISH equipment returned and my credit card company has been notified to block any payments. All it would have taken was a simple listen to the calls but that would have proved our point, we did not get the services ordered and expected! We are now happily back with Directv with our local Manhattan stations as requested by us from DISH.
Sincerely,
[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]
March 24, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 22, 2016, we received your rebuttal, dated March 21, 2016, filed with the Revdex.com. You expressed concern with the date that the premium channels were removed from your account and you disputed the billing. I reviewed your recorded call that took place on January 4, 2016. The agent advised you that the premium channels will be automatically removed from your account on February 18, 2016. When we spoke today, I attempted to explain that DISH Network bills for service in advance; therefore, your bill reflected the premium channel cost for the fourth month of service. The premium channels were removed on February 18, 2016, and a prorated credit of $67.72 was applied to your account for these channels. The credit of $67.72, along with the credit of $10.00 for the technician visit and the adjusted tax you’re your total credit balance $76.93. This credit covered the amount due for your satellite TV service from March 29, 2016, through April 28, 2016. The remaining credit of $19.94 was transferred to your TDS bundle account. The billing is accurate and no additional credit is warranted. 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: [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]
January 27, 2017 [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On January 27, 2017, we received your correspondence, dated January 26, 2017, filed with the Revdex.com. You said that the $99.17 balance has not been removed from your credit report. While we have no record that you called DISH Network to cancel your service, the balance of $99.17 was removed from your account. As of January 16, 2017, your DISH Network account is at 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, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
8[redacted]###-###-####614 Dear Ms. [redacted]: On January 2, 2018, we received your complaint, dated December 29, 2017, filed with the Revdex.com. You indicated that you reduced your service to a minimum programming level because your HOA at your new residence does not allow the satellite dish to be installed. However, when you returned the equipment, the service was disconnected and you were charged an early termination fee. You disputed the early termination fee. When I spoke with you by telephone today, I apologized for the inconvenience and as an exception, I waived the $208.98 balance, which included the $200.00 early termination fee. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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:
[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]
Initial Business Response /* (1000, 6, 2015/09/21) */
September 10, 2015
Mr. [redacted]
[redacted]
Nashville, TN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your correspondence, dated...
September 3, 2015, filed with the Revdex.com.
You stated that you moved in November 2014.You are unable to obtain the required line of sight to retain your DISH Network service at your new residence. You placed your account on pause. The pause ended and you were recently billed $61.60 for service. You disputed the charge. You requested that your early termination fee be waived and you would like your account disconnected.
When we spoke today, I advised you that the September 5, 2015, technician visit attempting to obtain a signal was unsuccessful. As a courtesy, I waived your early termination fee and disconnected your account, thereby resolving the $273.16 account balance. You accepted this resolution. You also indicated that the technician collected the leased equipment.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
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]
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...
The response is unacceptable and the bill will remain unpaid. I did call and I did speak with their representatives. I did call them back when they called me since the complaint has been submitted. This is the same way they treat all of their customers. This is the reason why they will go out of business. People are cutting the cord everyday and will no longer pay for lack of programming and lack of customer service. They were contacted in Nov and in Dec to disconnect the service and they did not. Yes when I called in Jan they told me that my service would be disconnected the end of January but not because I had not called but because they did not disconnect when they were told. I will contact the credit bureau and dispute the charge and contact my attorney.
Initial Business Response /* (1000, 5, 2015/07/02) */
July 1, 2015
Ms. [redacted] J. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your complaint, dated June 27, 2015, filed with the Better...
Business Bureau.
You expressed concern with the weather-related technical issues that you are experiencing with your service and the lack of account credits applied for this issue. You also maintain that you were unaware of the terms of the service until a service agreement was provided on May 20, 2015.
Heavy rain, snow or dense cloud cover can affect the satellite signal, which may interrupt your programming service; however, your service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Account credits are not typically applied for these issues as they are out of DISH Network's control.
Our records reveal that a service agreement was provided via email to [redacted]@ATT.NET on January 20, 2015, when your service was activated. Enclosed is a copy of the agreement for your review.
When I spoke with you by phone on June 29, 2015, you accepted my offer to schedule a free technician visit. Our records confirm that the appointment was completed on June 30, 2015, and the installer relocated your satellite dish. I also applied a credit of $87.49 to your account for one month of service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AS of right now every thing seems to be in order they adjust my bill came out and reset dish on brick siding on home also was told that the person who set it up in january did a bad job. THanks for your help in this matter [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...
June 2, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your complaint, dated May 25, 2016, filed with the Revdex.com. You disputed the balance on your DISH Network account. You said that you closed your account, returned all of your equipment, and paid the final balance. You asked that the balance be waived and that your information be removed from the collection agency. When we spoke by phone, I agreed to meet your request. I told you that the balance has been waived and your account will be removed from our collection agency. I also advised you that we will have the debt removed from the credit bureaus which may take up to eight weeks. 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]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On March 10, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were not advised of a 24-month commitment when you initiated your DISH Network account. When we spoke, I informed you that a review of your sales call revealed that you were advised of the 24-month commitment and associated early termination fee, and that you acknowledged understanding and agreeing to our terms of service. You were also sent a copy of your signed Digital Home Advantage customer agreement on March 7, 2016. You informed me that you were told that your leased receivers were returned when you contacted us on March 4, 2016. I reviewed that call as well and found that you were advised that the boxes we sent to you were returned. You told the agent that you did not return the leased equipment because you no longer live at the address where you had service and our agents all advised you that once we receive the leased equipment, it will be logged and the unreturned equipment fees applied to your account will be reversed. We have no record that we have received the equipment associated with your account. As you were advised of, and agreed to, the 24-month commitment associated with your account, and as the leased equipment associated with your account has not been received, we are unable to honor your request to waive your early termination or unreturned equipment fees. Please note, should we receive the leased equipment associated with your account, the unreturned equipment fees will be reversed at that time. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
March 7, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 27, 2018, we received your complaint, dated February 26, 2018, filed with the Revdex.com. You said you are experiencing technical issues with the Hopper w/Sling DVR feature and you requested this matter be fixed. You also expressed concern with the DISH Protect Silver plan. In addition, you provided feedback for your customer service experience. I attempted to reach you at ([redacted] on March 5, 6 and 7, 2018. I left three voice messages. I also sent an email to [redacted]. Although you returned my call and responded to my email, we were unable to speak directly. I would like to offer you our DISH’n It Up equipment upgrade with the installation of a Hopper 3 receiver with no upfront cost and a 24-month commitment. Please note that that the DVR service fee will increase by $3.00 per month making it $15.00 per month. Please contact me directly to schedule an installation. You subscribe to the DISH Protect Silver plan at $8.99 per month which provides a discount for technician visits and covers the shipping cost for equipment exchanges. This plan also provides identity restoration. You may view the DISH Protect plans online at www.mydish.con/dish-protect. We appreciate your feedback and regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 28, 2016 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You said that you have been experiencing ongoing issues with your receiver and you would like to close your account without penalty. When we spoke by phone, I told you that the technician we sent to your home reviewed your equipment and found no problems. We have offered to send you a replacement receiver, but you declined this offer. I told you that we consider the early termination fee to be an accurate charge. However, I offered to reduce your early termination fee to $99.00. You agreed to my offer and I closed your account, per your request. I provided you with our equipment return disclosures and I agreed to waive your return shipping fees. Your ending balance is $94.24, which you instructed me to collect from the credit card account we have on file. The payment was successful with an authorization number of [redacted]. 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]
Initial Business Response /* (1000, 6, 2015/10/16) */
October 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you have experienced unresolved technical issues with your equipment.
Your service was activated on April 19, 2015, with a 24-month commitment.
Our records confirm that we replaced the receiver three times and scheduled two technician visits in an attempt to resolve your issues. The most recent technician visit was completed on October 3, 2015.
When I spoke with you by phone today, you indicated that your technical issues were not resolved. As a result, I waived your 24-month commitment and disconnected your service. I also submitted a refund of $64.16 to your credit card account for your last payment. Please allow three to five business days for processing.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the response from Dish Network regarding my complaint, and appreciate the quick response.
Initial Business Response /* (1000, 9, 2015/04/23) */
April 21, 2015
Mr. and Mrs. [redacted] and [redacted]
PO Box [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On April 20, 2015, we received your correspondence, dated...
April 17, 2015, filed with the Revdex.com.
You maintain you were unable to receive the service due to line of sight problems and you disputed the balance due. You also expressed concern with the customer service you received.
When we spoke today, I advised you that the early termination fee of $280.00 and the programming balance of $194.77 (for a total of $474.77) were reversed from your account.
Your account balance is now $398.00 for the unreturned equipment. We ask that the Hopper and Joey receivers with the remote controls be returned to DISH Network. A return box with label will be delivered by UPS to your physical address ([redacted] St., [redacted], [redacted]) within seven business days. When the equipment is returned, the equipment fees will be reversed from your account. You accepted this resolution.
We strive to provide excellent service and 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]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have tried contacting National Satellite Systems. They called me last week, as a matter of fact, because of the fact the I blocked payment on the account. Again I asked to hear the recorded conversations of the sales phone calls and again this did not happen. At least they did not transfer me over to DISH like they have in the past for an endless ping pong match! National Satellite Company, per say, is a representative of DISH because they are involved with sales. I would think communication between the two (DISH and National Satellite Systems) would be a necessary component for customer satisfaction - evidently not! Well after having my services shut down without so much as an inquiry as to why we stopped payment on the bill, the exact purpose for doing it, that was enough for me. My account has been cancelled, DISH equipment returned and my credit card company has been notified to block any payments. All it would have taken was a simple listen to the calls but that would have proved our point, we did not get the services ordered and expected! We are now happily back with Directv with our local Manhattan stations as requested by us from DISH.
Sincerely,
[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]
March 24, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 22, 2016, we received your rebuttal, dated March 21, 2016, filed with the Revdex.com. You expressed concern with the date that the premium channels were removed from your account and you disputed the billing. I reviewed your recorded call that took place on January 4, 2016. The agent advised you that the premium channels will be automatically removed from your account on February 18, 2016. When we spoke today, I attempted to explain that DISH Network bills for service in advance; therefore, your bill reflected the premium channel cost for the fourth month of service. The premium channels were removed on February 18, 2016, and a prorated credit of $67.72 was applied to your account for these channels. The credit of $67.72, along with the credit of $10.00 for the technician visit and the adjusted tax you’re your total credit balance $76.93. This credit covered the amount due for your satellite TV service from March 29, 2016, through April 28, 2016. The remaining credit of $19.94 was transferred to your TDS bundle account. The billing is accurate and no additional credit is warranted. 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: [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]
January 27, 2017 [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On January 27, 2017, we received your correspondence, dated January 26, 2017, filed with the Revdex.com. You said that the $99.17 balance has not been removed from your credit report. While we have no record that you called DISH Network to cancel your service, the balance of $99.17 was removed from your account. As of January 16, 2017, your DISH Network account is at 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, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]
*
*
*
[redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
8[redacted]###-###-####614 Dear Ms. [redacted]: On January 2, 2018, we received your complaint, dated December 29, 2017, filed with the Revdex.com. You indicated that you reduced your service to a minimum programming level because your HOA at your new residence does not allow the satellite dish to be installed. However, when you returned the equipment, the service was disconnected and you were charged an early termination fee. You disputed the early termination fee. When I spoke with you by telephone today, I apologized for the inconvenience and as an exception, I waived the $208.98 balance, which included the $200.00 early termination fee. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[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:
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]
Initial Business Response /* (1000, 6, 2015/09/21) */
September 10, 2015
Mr. [redacted]
[redacted]
Nashville, TN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your correspondence, dated...
September 3, 2015, filed with the Revdex.com.
You stated that you moved in November 2014.You are unable to obtain the required line of sight to retain your DISH Network service at your new residence. You placed your account on pause. The pause ended and you were recently billed $61.60 for service. You disputed the charge. You requested that your early termination fee be waived and you would like your account disconnected.
When we spoke today, I advised you that the September 5, 2015, technician visit attempting to obtain a signal was unsuccessful. As a courtesy, I waived your early termination fee and disconnected your account, thereby resolving the $273.16 account balance. You accepted this resolution. You also indicated that the technician collected the leased equipment.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
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]
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...
The response is unacceptable and the bill will remain unpaid. I did call and I did speak with their representatives. I did call them back when they called me since the complaint has been submitted. This is the same way they treat all of their customers. This is the reason why they will go out of business. People are cutting the cord everyday and will no longer pay for lack of programming and lack of customer service. They were contacted in Nov and in Dec to disconnect the service and they did not. Yes when I called in Jan they told me that my service would be disconnected the end of January but not because I had not called but because they did not disconnect when they were told. I will contact the credit bureau and dispute the charge and contact my attorney.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/02) */
July 1, 2015
Ms. [redacted] J. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your complaint, dated June 27, 2015, filed with the Better...
Business Bureau.
You expressed concern with the weather-related technical issues that you are experiencing with your service and the lack of account credits applied for this issue. You also maintain that you were unaware of the terms of the service until a service agreement was provided on May 20, 2015.
Heavy rain, snow or dense cloud cover can affect the satellite signal, which may interrupt your programming service; however, your service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Account credits are not typically applied for these issues as they are out of DISH Network's control.
Our records reveal that a service agreement was provided via email to [redacted]@ATT.NET on January 20, 2015, when your service was activated. Enclosed is a copy of the agreement for your review.
When I spoke with you by phone on June 29, 2015, you accepted my offer to schedule a free technician visit. Our records confirm that the appointment was completed on June 30, 2015, and the installer relocated your satellite dish. I also applied a credit of $87.49 to your account for one month of service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AS of right now every thing seems to be in order they adjust my bill came out and reset dish on brick siding on home also was told that the person who set it up in january did a bad job. THanks for your help in this matter [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...
June 2, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your complaint, dated May 25, 2016, filed with the Revdex.com. You disputed the balance on your DISH Network account. You said that you closed your account, returned all of your equipment, and paid the final balance. You asked that the balance be waived and that your information be removed from the collection agency. When we spoke by phone, I agreed to meet your request. I told you that the balance has been waived and your account will be removed from our collection agency. I also advised you that we will have the debt removed from the credit bureaus which may take up to eight weeks. 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]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On March 10, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were not advised of a 24-month commitment when you initiated your DISH Network account. When we spoke, I informed you that a review of your sales call revealed that you were advised of the 24-month commitment and associated early termination fee, and that you acknowledged understanding and agreeing to our terms of service. You were also sent a copy of your signed Digital Home Advantage customer agreement on March 7, 2016. You informed me that you were told that your leased receivers were returned when you contacted us on March 4, 2016. I reviewed that call as well and found that you were advised that the boxes we sent to you were returned. You told the agent that you did not return the leased equipment because you no longer live at the address where you had service and our agents all advised you that once we receive the leased equipment, it will be logged and the unreturned equipment fees applied to your account will be reversed. We have no record that we have received the equipment associated with your account. As you were advised of, and agreed to, the 24-month commitment associated with your account, and as the leased equipment associated with your account has not been received, we are unable to honor your request to waive your early termination or unreturned equipment fees. Please note, should we receive the leased equipment associated with your account, the unreturned equipment fees will be reversed at that time. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
March 7, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 27, 2018, we received your complaint, dated February 26, 2018, filed with the Revdex.com. You said you are experiencing technical issues with the Hopper w/Sling DVR feature and you requested this matter be fixed. You also expressed concern with the DISH Protect Silver plan. In addition, you provided feedback for your customer service experience. I attempted to reach you at ([redacted] on March 5, 6 and 7, 2018. I left three voice messages. I also sent an email to [redacted]. Although you returned my call and responded to my email, we were unable to speak directly. I would like to offer you our DISH’n It Up equipment upgrade with the installation of a Hopper 3 receiver with no upfront cost and a 24-month commitment. Please note that that the DVR service fee will increase by $3.00 per month making it $15.00 per month. Please contact me directly to schedule an installation. You subscribe to the DISH Protect Silver plan at $8.99 per month which provides a discount for technician visits and covers the shipping cost for equipment exchanges. This plan also provides identity restoration. You may view the DISH Protect plans online at www.mydish.con/dish-protect. We appreciate your feedback and regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 28, 2016 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You said that you have been experiencing ongoing issues with your receiver and you would like to close your account without penalty. When we spoke by phone, I told you that the technician we sent to your home reviewed your equipment and found no problems. We have offered to send you a replacement receiver, but you declined this offer. I told you that we consider the early termination fee to be an accurate charge. However, I offered to reduce your early termination fee to $99.00. You agreed to my offer and I closed your account, per your request. I provided you with our equipment return disclosures and I agreed to waive your return shipping fees. Your ending balance is $94.24, which you instructed me to collect from the credit card account we have on file. The payment was successful with an authorization number of [redacted]. 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]
Initial Business Response /* (1000, 6, 2015/10/16) */
October 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You indicated that you have experienced unresolved technical issues with your equipment.
Your service was activated on April 19, 2015, with a 24-month commitment.
Our records confirm that we replaced the receiver three times and scheduled two technician visits in an attempt to resolve your issues. The most recent technician visit was completed on October 3, 2015.
When I spoke with you by phone today, you indicated that your technical issues were not resolved. As a result, I waived your 24-month commitment and disconnected your service. I also submitted a refund of $64.16 to your credit card account for your last payment. Please allow three to five business days for processing.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the response from Dish Network regarding my complaint, and appreciate the quick response.