Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that your price increased, that you could no longer afford service,...
and that you were not advised that you were agreeing to a 24-month commitment. When we spoke, you requested a Spanish-language callback. Mr. Carlos Barberi contacted you and explained that your monthly rate did not increase. Your monthly balance increased because your new customer promotions ended. In addition, you were receiving an additional monthly credit of $20.00 which also ended. Our records indicate that you were advised of the 24-month commitment during your sales call as part of our standard sales disclosures. Please note that you initiated your service through an independent retailer, Infinity Sales Group. Additionally, our advertisements provide for the 24-month commitment if you wish to take part in our new customer promotional rates. As our records indicate that you were aware of the 24-month commitment and that you agreed to, and received the benefits of, our Digital Home Advantage agreement, we are unable to waive your early termination fee. Per your request, enclosed is a copy of your Digital Home Advantage agreement for your records. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/07/10) */
July 6, 2015
Mr. [redacted]
XXX XXth [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your complaint, dated June 30, 2015, filed with...
the Revdex.com.
You indicated that when your equipment was upgraded you were told that your bill would only increase by $20.00 per month, but the bill you received was for $34.00 more. You requested for the increase to only be $20.00 for the duration of your 24-month agreement.
The recent bill that you received included prorated charges for changes from May 23, 2015, to July 2, 2015, along with the charges for the new billing period from July 3, 2015, to August 2, 2015. However, your monthly rate did increase by the $20.00 that you were quoted.
When I spoke with you by telephone today, I explained that with your old equipment, you paid $7.00 a month for an additional receiver and now you pay $14.00 ($7.00 each) for each Joeya difference of $7.00 a month.
The DVR service was formerly $7.00 per month and is now $12.00 per montha difference of $5.00.
The Protection Plan is $8.00 per month. The total increase adds up to $20.00 per month. The price you were quoted is accurate.
Nevertheless, on May 22, 2015, a customer service representative provided you with a $20.00 monthly credit for six months.
I removed the Protection Plan and agreed to extend the current $20.00 credit by 18 months.
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]
[redacted] Dear Ms. [redacted]: On December 21, 2016, we received your complaint, dated December 20, 2016, filed with the Revdex.com. You requested to be released from the 24-month commitment, stating that you have a right to a three-day trial period for service. Please note that DISH Network does not offer a 3-day trial period for service. We regret that you do not agree with this policy. As an exception, I agreed to reduce your early termination fee from $480.00 to $99.00. When I spoke with you by telephone today, you accepted this offer. I disconnected the service and I advised you to return the Hopper and Joey receivers and remotes to avoid unreturned equipment fees. Please 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: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Mr. [redacted]: On August 15, 2017, we received your complaint, dated August 10, 2017, filed with the Revdex.com. You said that you didn’t agree to have our eBill and AutoPay that was initiated with your service. You also said you have not received the $100.00 gift card that you were offered. You requested that we release you from your contract and provide you with a $100.00 account credit. When we spoke by phone, I told you that I will meet your requests and release you from your contract and provide you with a $100.00 account credit. Furthermore, I advised you that the eBill and AutoPay have been removed, but you will receive the $5.00 monthly credit for the duration of your commitment period. 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]
December 21, 2017 Mr. [redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On December 20, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com. You expressed further concern with the term commitment and the removal of channels due to our contract negotiations. You also stated that the credit card account charged was not the account you provided when you initiated your service, and that you previously removed it from your DISH Network account. Further, you maintain that you should have received a refund because you did not use the last month of service. As previously advised, your initial term commitment was from April 4, 2016, through April 3, 2018. A second 24-month commitment was added on June 25, 2017, when your equipment was upgraded through our DISH’n It Up commitment, and was to apply through June 25, 2019. An early termination fee of $380.00 was applied to your account because your second term commitment was not fulfilled. I made an exception and reduced this fee to $100.00 plus tax for the non-fulfillment of the original term commitment. Our records confirm that the credit card account was debited for the early termination fee ($103.89). The credit card account that was debited on December 18, 2017, was one of the credit card accounts that was provided for the qualification of the promotion. Additionally, the channel that was removed due to contract negotiations was restored on November 23, 2017. Please be advised that we are unaware if the service is being used unless you notify us. Since we provided service to you through November 28, 2017, no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...February 23, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. Papetti: On February 18, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com. You indicated that you have not received your refund check and you were told it was sent to your old address. Our records reveal that on February 2, 2016, a new refund check was mailed to your new address in Washington, DC; however, the incorrect unit (* instead of [redacted]) number was listed. As a result, a new check was requested on February 12, 2016. When I spoke with you by phone on February 18, 2016, you stated that while you received my previous letter, you had not received the refund check. I advised you that I would call you back with an update. We confirmed that a Stop Payment was placed on the refund check on February 12, 2016, and a new refund check was mailed on February 22, 2016. In your voicemail on February 22, 2016, you said that you received the previous refund check on February 20, 2016. Please be advised that this check will not go through, as a Stop Payment was already placed. We strive to provide excellent service and we regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
July 11, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 11, 2017, we received your rebuttal, dated July 7, 2017, filed with the Revdex.com. You requested a refund of $199.00. As previously explained, [redacted] investigated your claim and she applied a one-time credit of $150.00 to your account. I made an exception and submitted a refunded for this same amount. No additional credit or refund is warranted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/05/26) */
May 22, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the...
Revdex.com.
You expressed concern with the balance of $97.41 on your account. You maintain that your service was supposed to be placed on DISH Pause because you moved and have been unable to receive the service. You said that the balance has not been removed as promised. You requested that your service be canceled.
Your service was activated on October 6, 2012, with a 24-month commitment.
A review of your account shows that it was initially placed on DISH Pause on August 29, 2013. DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause will extend the term commitment by the number of months that the service is paused.
Although DISH Pause was removed on May 30, 2014, because the allowed time frame was exceeded it was placed back on DISH Pause on the same day. DISH Pause was once again removed on March 3, 2015, when the nine-month time frame expired. At this time, your previous service charges were reinstated. Your service was paused again when you contacted us on March 25, 2015; however, your account was left with a service balance of $97.41 for services from March 3, 2015, through March 25, 2015. This balance was reversed on April 24, 2015. Please note that the billing statement that generated on May 21, 2015, reflects the credit.
When I spoke with you by phone today, I advised you that I made an exception and waived the 24-month commitment on your account. As you requested, I disconnected your service.
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, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted], [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because: They continue to remove the channels I was watching because of my complaint. They still lie. They purposely turned off channels that I frequented then told me that they were sorry and that my monthly bill would be $16.50 for six months. then I get my bill and it is over $46.00. And they wonder why I'm disgusted to talk to them. They aren't worth the effort.
Sincerely,
[redacted]
Tell us why here...September 20, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your correspondence, dated September 21, 2016, filed with the Revdex.com. You said you have experienced technical issues with the service for nine months that have not been...
resolved. You requested a refund. Our records reveal that Mr. [redacted], a Dr. DISH Case Manager, is assisting you with the technical issues. On September 18, 2016, a technician visit was complete. When we spoke today, you said that the issues were still unresolved. On September 7, 2016, the early termination fee was waived. You may cancel your service at any time without a penalty. We are unable to honor your refund request. We strive to provide excellent service and 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 ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed...
with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June 22, 2015, were unsuccessful. Although I contacted you via email, you indicated that you would only communicate through the Revdex.com.
You expressed concern with the early termination fee that was debited from your credit card account. You maintain that the debit was unauthorized and you were to be on a month-to-month basis. You also said that you disconnected your service because you were dissatisfied with Frontier's internet service and you experienced signal issues with your TV service. You requested that the amount of the early termination fee be reduced to $75.00.
Your service was activated on March 11, 2015, with a 24-month commitment. Although your service was established through Frontier as a bundle with their service, our records show that an email was sent to [redacted]@FRONTIER.COM on March 10, 2015, notifying you of the required term commitment for our service.
The 24-month agreement that you signed is for DISH Network TV service only. Enclosed is a copy of the agreement for your review.
While you maintain that you experienced signal loss with your TV service, our records do not reflect that you contacted us regarding this issue. Your service was disconnected on May 25, 2015, as you requested.
Since your 24-month commitment was not fulfilled, an early termination fee of $440.00 was applied to your account. Per your 24-month agreement, DISH Network may debit the credit card account that was initially provided for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $440.00 was applied to your credit card account on June 19, 2015, for the early termination fee.
We are unable to honor your request to reduce the amount of the early termination fee; however, I made an exception and waived half of the fee. I submitted a refund of $220.00 to your credit card account. Please allow seven to ten business days for processing. Please be advised that your account has a remaining balance due of $37.40 for services rendered.
You also expressed dissatisfaction with the customer service that you received 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 (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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will approve of this ONLY if given the chance to make $25 payments to DISH on the 15th and the last day of the month to begin once complaint has been resolved and my checking account is back in good standing($50 a month until paid as I only get paid twice a month. In the event I can pay it off sooner I will)
As it stands now my checking account is still $220 to the negative.
Also I have NOT received a formal apology from DISH regarding their rude customer service.
Final Consumer Response /* (4200, 16, 2015/09/18) */
[redacted]Document Attached[redacted]
This case was closed and now DISH seems to think they can rebill me for monies owed when they already have the money (see attached letter of monies owed -$37.40)
I received a bill stating that I now owe them the $220 they already collected from my checking account - again, plus the $37.40 = $257.40 (again reason why so many complaints filed against DISH network.
Please have DISH update said records to reflect the CORRECT amount owed before I submit any money to them. They have already jacked up my bank account.
Final Business Response /* (4000, 18, 2015/09/29) */
September 21, 2015
Ms. [redacted]
Englewood, OH XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your complaint, dated September 18, 2015, filed with the Revdex.com.
You expressed concern with the balance of $257.40 on your account.
In my previous letter, I advised you that I waived half of the $440.00 early termination fee. Therefore, I provided a refund of $220.00 to your credit card account. The refund was completed on June 25, 2015. This left your account with a remaining balance of $37.40 at that time.
On July 13, 2015, we received a dispute of $220.00 from your financial institution and the funds were returned. While the dispute was reversed on July 21, 2015, and the funds were returned to DISH Network, we received a second dispute of $220.00 on August 13, 2015, and the funds were once again returned to you.
Because the amount of $220.00 was returned to you twice, $220.00 is now owed to DISH Network. The balance of $257.40 is valid.
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]
September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 13, 14 and 15, 2016, have been unsuccessful. You said that...
you requested disconnection of your DISH Network account in May 2016. However, your account was not cancelled, resulting in a bill for service you didn’t use. You asked that we credit Frontier $168.42. A review of your account reveals that you contacted us in May 2016 to inquire about our current offers. We explained what we could offer and you agreed to call back if you wanted to disconnect your service. We disconnected your account on August 8, 2016, when you called back. However, as a courtesy, we provided you with a refund of $140.00, due to the fact that we can’t transfer a credit to Frontier once you disconnect your account. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
July 5, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 5, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You requested to be released from the 24-month commitment as it is an account that you established for your father and the new nursing home that he has moved to does not allow a satellite dish. When I spoke with you by telephone today, I released you from the 24-month agreement and I disconnected the service. Boxes will be shipped for the return of the receiver and remotes. Please 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]
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]
December 22, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You said that you...
were offered two gift cards when you placed your order for our service, but you have not received them. Also, you said that you were told you could use your mobile phone to pick up Netflix and download it to your receiver to be installed.
A review of your DISH Network account reveals that you placed your order for our service through Infinity Sales Group LLC (866-659-3474). We requested that they provide us with a copy of your sales call recording to verify what you were told. I will follow up with you once we have reviewed your sales call.
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]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Data Base Migration
Tell us why here...September 9, 2016 Dear Mr. [redacted]: On August 31, 2016, we received your correspondence, dated August 30, 2016, filed with the Revdex.com. You maintain you are being billed for service even though your account has been interrupted. You...
requested the account be disconnected and that you receive a final bill for service. I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. Please know that DISH Network bills for service in advance. When your account was disconnected on August 3, 2016, a prorated credit was applied. Because you made a payment of $50.00 on August 31, 2016, the amount now due for service rendered through the disconnection date is $58.46. Because your service was disconnected prior to the promotional fulfillment date, you were billed $200.00 for the early termination fee and $10.00 for an equipment return fee. We ask that the balance of $264.46 be paid. I enclosed a copy of your September 2, 2016, bill and your signed Digital Home Advantage agreement for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-#### Enclosures (2)
Initial Business Response /* (1000, 4, 2015/05/26) */
May 21, 2015
Mr. [redacted]
[redacted] Rd.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the...
Revdex.com.
You maintain that you are not being billed the monthly rate of $25.00 that you agreed to for DISH Network service. You requested that a refund be provided for the overcharges and that your monthly rate be corrected.
Your service was activated on November 17, 2014, with a 24-month commitment as a bundle with Windstream. As a result, our charges are sent to Windstream for billing purposes. Your promotion includes a $25.00 discount for the first 12 months of service, which reduced the price of the America's Top 120 package from $54.99 to $29.99. You also have a DVR service fee of $7.00, which brings your total monthly rate to $36.99 plus tax.
Although the price of the America's Top 120 was increased by $5.00 on January 30, 2015, a monthly credit of $5.00 was applied to your account for nine months to offset the increase for the remainder of the 12-month promotional period.
When I spoke with you by phone on May 19, 2015, I advised you that your monthly rate is correct for the services that you subscribe to. As you indicated that your last billing statement from Windstream showed your DISH Network charges were over $50.00, you agreed to provide additional details via email.
A review of your Windstream billing statement included a $39.00 HDMI cable fee, your regular service charges of $36.99 and a Pay-Per-View (PPV) charge of $6.99, which brings the total to $82.98 without taxes. Although the regular amount of $107.49 is shown on the billing statement, it also reflects the total monthly credit of $30.00 to bring the total balance due for DISH Network service to $77.49 plus tax. As the HDMI cable fee is a one-time fee, your billing statements going forward will reflect the regular monthly rate of $36.99 plus tax (excluding PPV charges and other one-time fees).
We are unable to honor your refund request because your monthly DISH Network charges are accurate.
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, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted], [redacted]
[redacted]
December 15, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com. You expressed concern with the collection call that you received for the balance on your DISH Network account. You indicated that when you canceled your service, you were not told that it would be due immediately. You would like this balance removed from collections. Our records show that the payments that received were not for the full statement balance. As a result, your account had a past-due balance carry over each month. When your service was canceled on December 6, 2017, your account was left with a balance of $116.63 (for service through the disconnection date and a $12.00 equipment return fee). The billing statement that generated on December 8, 2017, indicated that the balance was due immediately. As this was an outstanding balance, it was referred to our Collections Department. However, the balance was not reported to the credit bureaus. When I spoke with you by phone on December 13, 2017, I advised you that I removed the $116.63 from your account, leaving a zero balance. I also submitted a request to ship a box to your home to return the equipment. Please allow three to five business days for delivery. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 19, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 11, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 13, 14 and 15, 2016, were unsuccessful, and there was no option to leave a message because the voice mailbox was not set up. You expressed concern with the balance of $38.54 on your account. You maintain that you paid your final balance and you were told no additional fees would be applied. Our records show that you contacted us on March 30, 2016, and you scheduled your service to be disconnected on April 6, 2016. At that time, you made a credit card payment of $222.60. Once your service was disconnected, your account was left with an unpaid service balance of $8.54. A $10.00 bundle credit that was applied for future services was also reversed and you were charged two $10.00 box return fees, leaving a total balance of $38.54. The box return fees were removed from your account on April 11, 2016. This reduced your balance to $18.54. As a courtesy, I removed the remaining charges, leaving your account with a zero balance. Please be advised that while DISH Network does not require the satellite dishes to be returned, we ask that the LNBF and TRIA be returned. These pieces are located on the satellite dishes and we provide instructions on how to remove and return them. However, the return of these items was waived on April 11, 2016. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought these concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
[redacted]-[redacted] Dear Ms. [redacted]: On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You requested to have the satellite dish removed and your roof repaired free of charge. When we spoke, I advised you that DISH Network does not provide the service you requested. Once a DISH Network account is disconnected, the dish is considered a permanent fixture and it becomes the property of the homeowner. While we sincerely regret any inconvenience, we are unable to honor your 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that your price increased, that you could no longer afford service,...
and that you were not advised that you were agreeing to a 24-month commitment. When we spoke, you requested a Spanish-language callback. Mr. Carlos Barberi contacted you and explained that your monthly rate did not increase. Your monthly balance increased because your new customer promotions ended. In addition, you were receiving an additional monthly credit of $20.00 which also ended. Our records indicate that you were advised of the 24-month commitment during your sales call as part of our standard sales disclosures. Please note that you initiated your service through an independent retailer, Infinity Sales Group. Additionally, our advertisements provide for the 24-month commitment if you wish to take part in our new customer promotional rates. As our records indicate that you were aware of the 24-month commitment and that you agreed to, and received the benefits of, our Digital Home Advantage agreement, we are unable to waive your early termination fee. Per your request, enclosed is a copy of your Digital Home Advantage agreement for your records. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/07/10) */
July 6, 2015
Mr. [redacted]
XXX XXth [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your complaint, dated June 30, 2015, filed with...
the Revdex.com.
You indicated that when your equipment was upgraded you were told that your bill would only increase by $20.00 per month, but the bill you received was for $34.00 more. You requested for the increase to only be $20.00 for the duration of your 24-month agreement.
The recent bill that you received included prorated charges for changes from May 23, 2015, to July 2, 2015, along with the charges for the new billing period from July 3, 2015, to August 2, 2015. However, your monthly rate did increase by the $20.00 that you were quoted.
When I spoke with you by telephone today, I explained that with your old equipment, you paid $7.00 a month for an additional receiver and now you pay $14.00 ($7.00 each) for each Joeya difference of $7.00 a month.
The DVR service was formerly $7.00 per month and is now $12.00 per montha difference of $5.00.
The Protection Plan is $8.00 per month. The total increase adds up to $20.00 per month. The price you were quoted is accurate.
Nevertheless, on May 22, 2015, a customer service representative provided you with a $20.00 monthly credit for six months.
I removed the Protection Plan and agreed to extend the current $20.00 credit by 18 months.
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]
December 29, 2016 Ms. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 21, 2016, we received your complaint, dated December 20, 2016, filed with the Revdex.com. You requested to be released from the 24-month commitment, stating that you have a right to a three-day trial period for service. Please note that DISH Network does not offer a 3-day trial period for service. We regret that you do not agree with this policy. As an exception, I agreed to reduce your early termination fee from $480.00 to $99.00. When I spoke with you by telephone today, you accepted this offer. I disconnected the service and I advised you to return the Hopper and Joey receivers and remotes to avoid unreturned equipment fees. Please 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: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On August 15, 2017, we received your complaint, dated August 10, 2017, filed with the Revdex.com. You said that you didn’t agree to have our eBill and AutoPay that was initiated with your service. You also said you have not received the $100.00 gift card that you were offered. You requested that we release you from your contract and provide you with a $100.00 account credit. When we spoke by phone, I told you that I will meet your requests and release you from your contract and provide you with a $100.00 account credit. Furthermore, I advised you that the eBill and AutoPay have been removed, but you will receive the $5.00 monthly credit for the duration of your commitment period. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
December 21, 2017 Mr. [redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On December 20, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com. You expressed further concern with the term commitment and the removal of channels due to our contract negotiations. You also stated that the credit card account charged was not the account you provided when you initiated your service, and that you previously removed it from your DISH Network account. Further, you maintain that you should have received a refund because you did not use the last month of service. As previously advised, your initial term commitment was from April 4, 2016, through April 3, 2018. A second 24-month commitment was added on June 25, 2017, when your equipment was upgraded through our DISH’n It Up commitment, and was to apply through June 25, 2019. An early termination fee of $380.00 was applied to your account because your second term commitment was not fulfilled. I made an exception and reduced this fee to $100.00 plus tax for the non-fulfillment of the original term commitment. Our records confirm that the credit card account was debited for the early termination fee ($103.89). The credit card account that was debited on December 18, 2017, was one of the credit card accounts that was provided for the qualification of the promotion. Additionally, the channel that was removed due to contract negotiations was restored on November 23, 2017. Please be advised that we are unaware if the service is being used unless you notify us. Since we provided service to you through November 28, 2017, no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...February 23, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. Papetti: On February 18, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com. You indicated that you have not received your refund check and you were told it was sent to your old address. Our records reveal that on February 2, 2016, a new refund check was mailed to your new address in Washington, DC; however, the incorrect unit (* instead of [redacted]) number was listed. As a result, a new check was requested on February 12, 2016. When I spoke with you by phone on February 18, 2016, you stated that while you received my previous letter, you had not received the refund check. I advised you that I would call you back with an update. We confirmed that a Stop Payment was placed on the refund check on February 12, 2016, and a new refund check was mailed on February 22, 2016. In your voicemail on February 22, 2016, you said that you received the previous refund check on February 20, 2016. Please be advised that this check will not go through, as a Stop Payment was already placed. We strive to provide excellent service and we regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
July 11, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 11, 2017, we received your rebuttal, dated July 7, 2017, filed with the Revdex.com. You requested a refund of $199.00. As previously explained, [redacted] investigated your claim and she applied a one-time credit of $150.00 to your account. I made an exception and submitted a refunded for this same amount. No additional credit or refund is warranted. 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]
Initial Business Response /* (1000, 5, 2015/05/26) */
May 22, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the...
Revdex.com.
You expressed concern with the balance of $97.41 on your account. You maintain that your service was supposed to be placed on DISH Pause because you moved and have been unable to receive the service. You said that the balance has not been removed as promised. You requested that your service be canceled.
Your service was activated on October 6, 2012, with a 24-month commitment.
A review of your account shows that it was initially placed on DISH Pause on August 29, 2013. DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause will extend the term commitment by the number of months that the service is paused.
Although DISH Pause was removed on May 30, 2014, because the allowed time frame was exceeded it was placed back on DISH Pause on the same day. DISH Pause was once again removed on March 3, 2015, when the nine-month time frame expired. At this time, your previous service charges were reinstated. Your service was paused again when you contacted us on March 25, 2015; however, your account was left with a service balance of $97.41 for services from March 3, 2015, through March 25, 2015. This balance was reversed on April 24, 2015. Please note that the billing statement that generated on May 21, 2015, reflects the credit.
When I spoke with you by phone today, I advised you that I made an exception and waived the 24-month commitment on your account. As you requested, I disconnected your service.
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, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted], [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because: They continue to remove the channels I was watching because of my complaint. They still lie. They purposely turned off channels that I frequented then told me that they were sorry and that my monthly bill would be $16.50 for six months. then I get my bill and it is over $46.00. And they wonder why I'm disgusted to talk to them. They aren't worth the effort.
Sincerely,
[redacted]
Tell us why here...September 20, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your correspondence, dated September 21, 2016, filed with the Revdex.com. You said you have experienced technical issues with the service for nine months that have not been...
resolved. You requested a refund. Our records reveal that Mr. [redacted], a Dr. DISH Case Manager, is assisting you with the technical issues. On September 18, 2016, a technician visit was complete. When we spoke today, you said that the issues were still unresolved. On September 7, 2016, the early termination fee was waived. You may cancel your service at any time without a penalty. We are unable to honor your refund request. We strive to provide excellent service and 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 ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed...
with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June 22, 2015, were unsuccessful. Although I contacted you via email, you indicated that you would only communicate through the Revdex.com.
You expressed concern with the early termination fee that was debited from your credit card account. You maintain that the debit was unauthorized and you were to be on a month-to-month basis. You also said that you disconnected your service because you were dissatisfied with Frontier's internet service and you experienced signal issues with your TV service. You requested that the amount of the early termination fee be reduced to $75.00.
Your service was activated on March 11, 2015, with a 24-month commitment. Although your service was established through Frontier as a bundle with their service, our records show that an email was sent to [redacted]@FRONTIER.COM on March 10, 2015, notifying you of the required term commitment for our service.
The 24-month agreement that you signed is for DISH Network TV service only. Enclosed is a copy of the agreement for your review.
While you maintain that you experienced signal loss with your TV service, our records do not reflect that you contacted us regarding this issue. Your service was disconnected on May 25, 2015, as you requested.
Since your 24-month commitment was not fulfilled, an early termination fee of $440.00 was applied to your account. Per your 24-month agreement, DISH Network may debit the credit card account that was initially provided for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $440.00 was applied to your credit card account on June 19, 2015, for the early termination fee.
We are unable to honor your request to reduce the amount of the early termination fee; however, I made an exception and waived half of the fee. I submitted a refund of $220.00 to your credit card account. Please allow seven to ten business days for processing. Please be advised that your account has a remaining balance due of $37.40 for services rendered.
You also expressed dissatisfaction with the customer service that you received 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 (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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will approve of this ONLY if given the chance to make $25 payments to DISH on the 15th and the last day of the month to begin once complaint has been resolved and my checking account is back in good standing($50 a month until paid as I only get paid twice a month. In the event I can pay it off sooner I will)
As it stands now my checking account is still $220 to the negative.
Also I have NOT received a formal apology from DISH regarding their rude customer service.
Final Consumer Response /* (4200, 16, 2015/09/18) */
[redacted]Document Attached[redacted]
This case was closed and now DISH seems to think they can rebill me for monies owed when they already have the money (see attached letter of monies owed -$37.40)
I received a bill stating that I now owe them the $220 they already collected from my checking account - again, plus the $37.40 = $257.40 (again reason why so many complaints filed against DISH network.
Please have DISH update said records to reflect the CORRECT amount owed before I submit any money to them. They have already jacked up my bank account.
Final Business Response /* (4000, 18, 2015/09/29) */
September 21, 2015
Ms. [redacted]
Englewood, OH XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your complaint, dated September 18, 2015, filed with the Revdex.com.
You expressed concern with the balance of $257.40 on your account.
In my previous letter, I advised you that I waived half of the $440.00 early termination fee. Therefore, I provided a refund of $220.00 to your credit card account. The refund was completed on June 25, 2015. This left your account with a remaining balance of $37.40 at that time.
On July 13, 2015, we received a dispute of $220.00 from your financial institution and the funds were returned. While the dispute was reversed on July 21, 2015, and the funds were returned to DISH Network, we received a second dispute of $220.00 on August 13, 2015, and the funds were once again returned to you.
Because the amount of $220.00 was returned to you twice, $220.00 is now owed to DISH Network. The balance of $257.40 is valid.
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]
September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 13, 14 and 15, 2016, have been unsuccessful. You said that...
you requested disconnection of your DISH Network account in May 2016. However, your account was not cancelled, resulting in a bill for service you didn’t use. You asked that we credit Frontier $168.42. A review of your account reveals that you contacted us in May 2016 to inquire about our current offers. We explained what we could offer and you agreed to call back if you wanted to disconnect your service. We disconnected your account on August 8, 2016, when you called back. However, as a courtesy, we provided you with a refund of $140.00, due to the fact that we can’t transfer a credit to Frontier once you disconnect your account. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
July 5, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 5, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You requested to be released from the 24-month commitment as it is an account that you established for your father and the new nursing home that he has moved to does not allow a satellite dish. When I spoke with you by telephone today, I released you from the 24-month agreement and I disconnected the service. Boxes will be shipped for the return of the receiver and remotes. Please 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]
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]
December 22, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You said that you...
were offered two gift cards when you placed your order for our service, but you have not received them. Also, you said that you were told you could use your mobile phone to pick up Netflix and download it to your receiver to be installed.
A review of your DISH Network account reveals that you placed your order for our service through Infinity Sales Group LLC (866-659-3474). We requested that they provide us with a copy of your sales call recording to verify what you were told. I will follow up with you once we have reviewed your sales call.
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]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Data Base Migration
Tell us why here...September 9, 2016 Dear Mr. [redacted]: On August 31, 2016, we received your correspondence, dated August 30, 2016, filed with the Revdex.com. You maintain you are being billed for service even though your account has been interrupted. You...
requested the account be disconnected and that you receive a final bill for service. I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. Please know that DISH Network bills for service in advance. When your account was disconnected on August 3, 2016, a prorated credit was applied. Because you made a payment of $50.00 on August 31, 2016, the amount now due for service rendered through the disconnection date is $58.46. Because your service was disconnected prior to the promotional fulfillment date, you were billed $200.00 for the early termination fee and $10.00 for an equipment return fee. We ask that the balance of $264.46 be paid. I enclosed a copy of your September 2, 2016, bill and your signed Digital Home Advantage agreement for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-#### Enclosures (2)
Initial Business Response /* (1000, 4, 2015/05/26) */
May 21, 2015
Mr. [redacted]
[redacted] Rd.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 15, 2015, we received your complaint, dated May 14, 2015, filed with the...
Revdex.com.
You maintain that you are not being billed the monthly rate of $25.00 that you agreed to for DISH Network service. You requested that a refund be provided for the overcharges and that your monthly rate be corrected.
Your service was activated on November 17, 2014, with a 24-month commitment as a bundle with Windstream. As a result, our charges are sent to Windstream for billing purposes. Your promotion includes a $25.00 discount for the first 12 months of service, which reduced the price of the America's Top 120 package from $54.99 to $29.99. You also have a DVR service fee of $7.00, which brings your total monthly rate to $36.99 plus tax.
Although the price of the America's Top 120 was increased by $5.00 on January 30, 2015, a monthly credit of $5.00 was applied to your account for nine months to offset the increase for the remainder of the 12-month promotional period.
When I spoke with you by phone on May 19, 2015, I advised you that your monthly rate is correct for the services that you subscribe to. As you indicated that your last billing statement from Windstream showed your DISH Network charges were over $50.00, you agreed to provide additional details via email.
A review of your Windstream billing statement included a $39.00 HDMI cable fee, your regular service charges of $36.99 and a Pay-Per-View (PPV) charge of $6.99, which brings the total to $82.98 without taxes. Although the regular amount of $107.49 is shown on the billing statement, it also reflects the total monthly credit of $30.00 to bring the total balance due for DISH Network service to $77.49 plus tax. As the HDMI cable fee is a one-time fee, your billing statements going forward will reflect the regular monthly rate of $36.99 plus tax (excluding PPV charges and other one-time fees).
We are unable to honor your refund request because your monthly DISH Network charges are accurate.
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, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted], [redacted]
[redacted]
December 15, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com. You expressed concern with the collection call that you received for the balance on your DISH Network account. You indicated that when you canceled your service, you were not told that it would be due immediately. You would like this balance removed from collections. Our records show that the payments that received were not for the full statement balance. As a result, your account had a past-due balance carry over each month. When your service was canceled on December 6, 2017, your account was left with a balance of $116.63 (for service through the disconnection date and a $12.00 equipment return fee). The billing statement that generated on December 8, 2017, indicated that the balance was due immediately. As this was an outstanding balance, it was referred to our Collections Department. However, the balance was not reported to the credit bureaus. When I spoke with you by phone on December 13, 2017, I advised you that I removed the $116.63 from your account, leaving a zero balance. I also submitted a request to ship a box to your home to return the equipment. Please allow three to five business days for delivery. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 19, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 11, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 13, 14 and 15, 2016, were unsuccessful, and there was no option to leave a message because the voice mailbox was not set up. You expressed concern with the balance of $38.54 on your account. You maintain that you paid your final balance and you were told no additional fees would be applied. Our records show that you contacted us on March 30, 2016, and you scheduled your service to be disconnected on April 6, 2016. At that time, you made a credit card payment of $222.60. Once your service was disconnected, your account was left with an unpaid service balance of $8.54. A $10.00 bundle credit that was applied for future services was also reversed and you were charged two $10.00 box return fees, leaving a total balance of $38.54. The box return fees were removed from your account on April 11, 2016. This reduced your balance to $18.54. As a courtesy, I removed the remaining charges, leaving your account with a zero balance. Please be advised that while DISH Network does not require the satellite dishes to be returned, we ask that the LNBF and TRIA be returned. These pieces are located on the satellite dishes and we provide instructions on how to remove and return them. However, the return of these items was waived on April 11, 2016. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought these concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT
April 15, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You requested to have the satellite dish removed and your roof repaired free of charge. When we spoke, I advised you that DISH Network does not provide the service you requested. Once a DISH Network account is disconnected, the dish is considered a permanent fixture and it becomes the property of the homeowner. While we sincerely regret any inconvenience, we are unable to honor your 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: 6:00 am - 2:30 pm (MDT), Mon-Fri