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.
[redacted] Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. In order to remove your Social Security Number from the existing DISH Network account, you will need to complete the enclosed ID Theft Affidavit. We also require a copy of a police report from your local law enforcement filed for identity theft. Please send the required signed FTC affidavit, a copy of the police report, a copy of the front and back of your driver's license, the best phone number to contact you by, and any other supporting documentation to the DISH Network ID Theft Verification Team. The options to submit these forms are listed below: · Direct line: (866) 940-9195 · Fax: (720) 514-7440 · Email: [email protected] · Mail: DISH Network Attn: ID Theft Verification Team PO Box 9040 Littleton, CO 80120 If there are further questions or concerns about this issue, please feel free to contact me at [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]
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]
March 7, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You state that you are paying for Sling TV but not receiving this service. You requested a refund for these charges. When I spoke with you today, you advised me that it has been determined you were not receiving an internet speed adequate to stream Sling TV. You also reported that you had been offered credits towards future service. You indicated that the matter was resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...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, 4, 2015/11/20) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015, filed...
with the Revdex.com.
You said that your DISH Network balance was paid twice in August 2015, and you requested a credit equal to one month of charges. You also expressed concern about the level of customer service that you received.
I attempted to reach you at (XXX) XXX-XXXX on November 17, 18 and 19, 2015, and I left three voicemails.
As I explained in my last message, our due dates were moved up five days to bring our billing timelines more into alignment with our system. As your due date was at the beginning of the month, your first changed due date fell during the same month your previous payment was debited. Specifically, your bill generated on July 14, 2015, and your due date was August 3, 2015. When your due date changed, it was brought back from September 3, 2015, to August 30, 2015.
While we regret any inconvenience, as your billing is correct and as you were not double-charged, we are unable to provide you with a one-month credit for this issue.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with the way that was done. Why change a person billing cycle if it wasn't requested and if so you still don't collect two payments in one month. I have had several problems with dish and this just was the last. First,when I called to inquire about dish I was given false information. I told the rep that I use to be with dish about 5 years ago. Does the tv reception still goes out when it rains. She stated that things have changed and it does not. I believe that was false information given to get my service. Everytime it rained I had no service at all. After all the problems I just decided to go back with ATT where i"m a satisfied customer and they offer more channels than dish does. Also, on tuesday, november 24,2015 I called to cancel my service and get boxes so I could return equipment. he explained the charges and stated that all charges will be charged to the card you gave when you were approved. I didn't like when I ask the rep what card do they have on file its response was I don't know so I told him not to charge the card his reply was "if the card don't work you could be charge with criminal charges".Is that how you train your rep to respond to a question. First of all I asked the question because a couple of my cards was closed because new cards was issued with that new security chip that is on credit cards now. I have had bad experience with dish this second time around and I will not be returning ever and as for as requesting dish to anyone I don't think so.
Final Business Response /* (4000, 8, 2015/12/10) */
December 8, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your rebuttal, dated November 27, 2015, filed with the Revdex.com.
You maintain that you were provided incorrect information during your sale and that DISH Network changed your billing due date without your permission. You also stated that an agent threatened you with criminal charges if your balance was not paid.
I reviewed your disconnection call and found no instance where the agent with whom you spoke threatened you with criminal charges. When you indicated that your credit cards had been changed and that the balance would not be paid, the agent advised you that your unpaid balance could be sent for collection.
I reviewed your sales call as well and the agent explained to you that, due to new technology, our signal is not impeded by weather as much as when you were a customer previously, but she did not advise you that you would experience zero weather-related outages.
Please refer to our Residential Customer Agreement or Digital Home Advantage customer agreement at www.dish.com/legal, wherein we provide for changes in billing.
We sincerely regret that you do not agree with our policies.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (4200, 10, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know what was said and done. I'm done with you guys and moved on to better. Whatever....
Complaint: [redacted]
I am rejecting this response because: I had been a customer with Dish 3 years and only wanted them to meet local major competition pricing. I knew our lake house was going on the market and our home in north [redacted] was set up with [redacted] and had been for several years so I would not knowingly agree to a binding contract. It is documented Dish has over 9,000 complaints with their deceptive trade practices.
Sincerely,
[redacted]
Tell us why here...April 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On April 5, 2016, we received your rebuttal, dated April 4, 2016, filed with the Revdex.com. You expressed concern with the increased monthly programming price. You also provided feedback regarding your customer service experience. I attempted to reach you at [redacted] on April 5, 6 and 8, 2016. I left three voice messages. It is not my intent to add to your frustration. You received a total of $560.00 in programming credits over the last 14 months. We are unable to continue to provide monthly discounts for services rendered. To assist with the cost of service, you may downgrade your programming package at any time. If you would like to review your recorded calls and account records, you may submit a subpoena request to: DISH Network LLC [redacted] 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, 6:00 am to 2:30 pm MST[redacted]
Initial Business Response /* (1000, 4, 2015/12/01) */
November 25, 2015
Mr. [redacted]
[redacted]
[redacted] NY XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your correspondence, dated November 16, 2015,...
filed with the Revdex.com.
You state that you recently added dishNET internet to your services. You were billed a $99.99 wireless network set-up fee that you claim was not disclosed to you. You requested that the charge be reversed.
My three attempts to contact you at (XXX) XXX-XXXX on November 23, 24 and 25, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response.
A $50.00 credit was applied towards the $99.99 fee on October 13, 2015. As a courtesy, I applied a $49.99 credit to your account on November 23, 2015, to resolve the remaining balance for the fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You expressed concern regarding the recent removal of WSVI, your local ABC broadcast station, from your DISH Network programming. You are dissatisfied with the ION option offered, and you feel that your contract is being violated by this change. You requested that the service be restored. In our January 14, 2015, email correspondence, I explained that the network’s affiliation changed, which prevents us from continuing our broadcast. As stated in our contract, DISH Network does reserve the right to change any and all prices, packages and programming at any time, including during a commitment term. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: they are causing the problem. They have agreed to disconnect, however, they are only giving us 30 days to return the equipment. They knew we are moving, that's why we are disconnecting, they were told that a week before. If they would have done it then, we would have had plenty of time to send the equipment back then,but because of their refusing to do it then, we had to get out of the house and put everything in storage. That is where it is right now. We cannot move into the new house until the end of this week (20th) and then we have to unpack, and find it. If we don't, they threaten to charge us. We are not going to pay pay because they made this happen.
Sincerely,
[redacted]
January 15, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 15, 2016, we received your rebuttal, dated January 13, 2016, filed with the Revdex.com. You said that you should not have been charged because you cancelled your new connect work order, and that you received your refund as soon as DISH Network received your complaint. Please refer to my previous response wherein I advised you that a review of your sales call revealed that you agreed to the charge to which you refer. Please note that DISH Network sent your refund one day before we received your complaint. Our standard disclosure for refunds is that the refund may take up to seven days, as we do not know how long it may take for your bank to process it. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
*
August 15, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 9, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 11, 12 and 15, 2016, have been unsuccessful; however, I left a voice...
message on each attempt. You said that when you upgraded your service, you were not told that there was a two-year contract involved. You asked that we refund the $440.00 early termination fee we debited from your credit card account. I reviewed the call recording that took place on March 9, 2016, during which you placed your order for the upgrade. I found that the agent disclosed the contract and provided all of the required disclosures. Therefore, we consider the early termination fee to be an accurate charge and we are unable to provide you with a refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
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
Initial Business Response /* (1000, 9, 2015/04/24) */
April 21, 2015
Ms. [redacted]
PO Box [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 21, 2015, we received your complaint, dated April 20, 2015, filed with the...
Revdex.com.
You said that you noticed BET was missing from your channel lineup. You also indicated that certain channels, such as HBO (which you did not subscribe to), are now available. You would like your channels back at the same rate you were paying before.
When we spoke, I explained that when you downgraded your basic package from the America's Top 250 to the America's Top 120+ you lost BET. You agreed to go back to the America's Top 250. I also advised you that you were receiving our premium channels for half price for six months; however, this offer has expired and you are now paying the normal rate for that programming. You agreed to have the premium channels removed from your subscription.
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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/12/11) */
December 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed...
with the Revdex.com. My attempts to reach you by phone on December 7, 8 and 10, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You expressed concern regarding receiving refurbished replacement 722 receivers and you would like brand new ones.
Unfortunately, DISH Network no longer manufactures the 722 receiver and as a result, we are unable to provide you with a new one. Our records reflect that you contacted us and agreed to upgrade your equipment to our new Hopper system.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tell us why here...July 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 19, 2016, we received your rebuttal, dated July 12, 2016, filed with the Revdex.com. You said you are still experiencing technical issues with the ViP 211k model receiver. You indicated that you declined our offer to upgrade the equipment. We were unable to locate any technical issues that were reported that directly involved the ViP 211k model receiver. A replacement ViP 211k model receiver was delivered to your address on July 12, 2016. As of today, it has not been activated on your account. To activate this receiver, please call customer service at 1-800-333-3474. 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, 6:00 am to 2:30 pm MST[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]
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]
August 9, 2016 Dear Mr. [redacted]: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. You said that the internet service was not properly explained to you. You disconnected it and expressed concern with...
the early termination fee and having to return the TRIA located on the satellite dish. You ask that the early termination fee be waived, you request a refund and to have the TRIA removed. When we spoke, I explained that I reviewed the call recording during which you placed your order for our service. I found that the agent recommended the highest package for the internet based on what you said you will use it for. He explained the data caps and the fact that streaming is not recommended with our internet service. Therefore, we consider the contract to be valid. However, I offered to reduce the early termination fee from $402.50 to $201.25. You accepted my resolution. I told you that I am unable to provide a refund, but we will not require that you return the TRIA. 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
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.
May 12, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. In order to remove your Social Security Number from the existing DISH Network account, you will need to complete the enclosed ID Theft Affidavit. We also require a copy of a police report from your local law enforcement filed for identity theft. Please send the required signed FTC affidavit, a copy of the police report, a copy of the front and back of your driver's license, the best phone number to contact you by, and any other supporting documentation to the DISH Network ID Theft Verification Team. The options to submit these forms are listed below: · Direct line: (866) 940-9195 · Fax: (720) 514-7440 · Email: [email protected] · Mail: DISH Network Attn: ID Theft Verification Team PO Box 9040 Littleton, CO 80120 If there are further questions or concerns about this issue, please feel free to contact me at [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]
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]
March 7, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You state that you are paying for Sling TV but not receiving this service. You requested a refund for these charges. When I spoke with you today, you advised me that it has been determined you were not receiving an internet speed adequate to stream Sling TV. You also reported that you had been offered credits towards future service. You indicated that the matter was resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...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, 4, 2015/11/20) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015, filed...
with the Revdex.com.
You said that your DISH Network balance was paid twice in August 2015, and you requested a credit equal to one month of charges. You also expressed concern about the level of customer service that you received.
I attempted to reach you at (XXX) XXX-XXXX on November 17, 18 and 19, 2015, and I left three voicemails.
As I explained in my last message, our due dates were moved up five days to bring our billing timelines more into alignment with our system. As your due date was at the beginning of the month, your first changed due date fell during the same month your previous payment was debited. Specifically, your bill generated on July 14, 2015, and your due date was August 3, 2015. When your due date changed, it was brought back from September 3, 2015, to August 30, 2015.
While we regret any inconvenience, as your billing is correct and as you were not double-charged, we are unable to provide you with a one-month credit for this issue.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with the way that was done. Why change a person billing cycle if it wasn't requested and if so you still don't collect two payments in one month. I have had several problems with dish and this just was the last. First,when I called to inquire about dish I was given false information. I told the rep that I use to be with dish about 5 years ago. Does the tv reception still goes out when it rains. She stated that things have changed and it does not. I believe that was false information given to get my service. Everytime it rained I had no service at all. After all the problems I just decided to go back with ATT where i"m a satisfied customer and they offer more channels than dish does. Also, on tuesday, november 24,2015 I called to cancel my service and get boxes so I could return equipment. he explained the charges and stated that all charges will be charged to the card you gave when you were approved. I didn't like when I ask the rep what card do they have on file its response was I don't know so I told him not to charge the card his reply was "if the card don't work you could be charge with criminal charges".Is that how you train your rep to respond to a question. First of all I asked the question because a couple of my cards was closed because new cards was issued with that new security chip that is on credit cards now. I have had bad experience with dish this second time around and I will not be returning ever and as for as requesting dish to anyone I don't think so.
Final Business Response /* (4000, 8, 2015/12/10) */
December 8, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your rebuttal, dated November 27, 2015, filed with the Revdex.com.
You maintain that you were provided incorrect information during your sale and that DISH Network changed your billing due date without your permission. You also stated that an agent threatened you with criminal charges if your balance was not paid.
I reviewed your disconnection call and found no instance where the agent with whom you spoke threatened you with criminal charges. When you indicated that your credit cards had been changed and that the balance would not be paid, the agent advised you that your unpaid balance could be sent for collection.
I reviewed your sales call as well and the agent explained to you that, due to new technology, our signal is not impeded by weather as much as when you were a customer previously, but she did not advise you that you would experience zero weather-related outages.
Please refer to our Residential Customer Agreement or Digital Home Advantage customer agreement at www.dish.com/legal, wherein we provide for changes in billing.
We sincerely regret that you do not agree with our policies.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (4200, 10, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know what was said and done. I'm done with you guys and moved on to better. Whatever....
Complaint: [redacted]
I am rejecting this response because: I had been a customer with Dish 3 years and only wanted them to meet local major competition pricing. I knew our lake house was going on the market and our home in north [redacted] was set up with [redacted] and had been for several years so I would not knowingly agree to a binding contract. It is documented Dish has over 9,000 complaints with their deceptive trade practices.
Sincerely,
[redacted]
Tell us why here...April 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On April 5, 2016, we received your rebuttal, dated April 4, 2016, filed with the Revdex.com. You expressed concern with the increased monthly programming price. You also provided feedback regarding your customer service experience. I attempted to reach you at [redacted] on April 5, 6 and 8, 2016. I left three voice messages. It is not my intent to add to your frustration. You received a total of $560.00 in programming credits over the last 14 months. We are unable to continue to provide monthly discounts for services rendered. To assist with the cost of service, you may downgrade your programming package at any time. If you would like to review your recorded calls and account records, you may submit a subpoena request to: DISH Network LLC [redacted] 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, 6:00 am to 2:30 pm MST[redacted]
Initial Business Response /* (1000, 4, 2015/12/01) */
November 25, 2015
Mr. [redacted]
[redacted]
[redacted] NY XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your correspondence, dated November 16, 2015,...
filed with the Revdex.com.
You state that you recently added dishNET internet to your services. You were billed a $99.99 wireless network set-up fee that you claim was not disclosed to you. You requested that the charge be reversed.
My three attempts to contact you at (XXX) XXX-XXXX on November 23, 24 and 25, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response.
A $50.00 credit was applied towards the $99.99 fee on October 13, 2015. As a courtesy, I applied a $49.99 credit to your account on November 23, 2015, to resolve the remaining balance for the fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 20, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You expressed concern regarding the recent removal of WSVI, your local ABC broadcast station, from your DISH Network programming. You are dissatisfied with the ION option offered, and you feel that your contract is being violated by this change. You requested that the service be restored. In our January 14, 2015, email correspondence, I explained that the network’s affiliation changed, which prevents us from continuing our broadcast. As stated in our contract, DISH Network does reserve the right to change any and all prices, packages and programming at any time, including during a commitment term. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: they are causing the problem. They have agreed to disconnect, however, they are only giving us 30 days to return the equipment. They knew we are moving, that's why we are disconnecting, they were told that a week before. If they would have done it then, we would have had plenty of time to send the equipment back then,but because of their refusing to do it then, we had to get out of the house and put everything in storage. That is where it is right now. We cannot move into the new house until the end of this week (20th) and then we have to unpack, and find it. If we don't, they threaten to charge us. We are not going to pay pay because they made this happen.
Sincerely,
[redacted]
January 15, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 15, 2016, we received your rebuttal, dated January 13, 2016, filed with the Revdex.com. You said that you should not have been charged because you cancelled your new connect work order, and that you received your refund as soon as DISH Network received your complaint. Please refer to my previous response wherein I advised you that a review of your sales call revealed that you agreed to the charge to which you refer. Please note that DISH Network sent your refund one day before we received your complaint. Our standard disclosure for refunds is that the refund may take up to seven days, as we do not know how long it may take for your bank to process it. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
*
August 15, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 9, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 11, 12 and 15, 2016, have been unsuccessful; however, I left a voice...
message on each attempt. You said that when you upgraded your service, you were not told that there was a two-year contract involved. You asked that we refund the $440.00 early termination fee we debited from your credit card account. I reviewed the call recording that took place on March 9, 2016, during which you placed your order for the upgrade. I found that the agent disclosed the contract and provided all of the required disclosures. Therefore, we consider the early termination fee to be an accurate charge and we are unable to provide you with a refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
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
Initial Business Response /* (1000, 9, 2015/04/24) */
April 21, 2015
Ms. [redacted]
PO Box [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 21, 2015, we received your complaint, dated April 20, 2015, filed with the...
Revdex.com.
You said that you noticed BET was missing from your channel lineup. You also indicated that certain channels, such as HBO (which you did not subscribe to), are now available. You would like your channels back at the same rate you were paying before.
When we spoke, I explained that when you downgraded your basic package from the America's Top 250 to the America's Top 120+ you lost BET. You agreed to go back to the America's Top 250. I also advised you that you were receiving our premium channels for half price for six months; however, this offer has expired and you are now paying the normal rate for that programming. You agreed to have the premium channels removed from your subscription.
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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 4, 2015/12/11) */
December 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed...
with the Revdex.com. My attempts to reach you by phone on December 7, 8 and 10, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You expressed concern regarding receiving refurbished replacement 722 receivers and you would like brand new ones.
Unfortunately, DISH Network no longer manufactures the 722 receiver and as a result, we are unable to provide you with a new one. Our records reflect that you contacted us and agreed to upgrade your equipment to our new Hopper system.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tell us why here...July 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 19, 2016, we received your rebuttal, dated July 12, 2016, filed with the Revdex.com. You said you are still experiencing technical issues with the ViP 211k model receiver. You indicated that you declined our offer to upgrade the equipment. We were unable to locate any technical issues that were reported that directly involved the ViP 211k model receiver. A replacement ViP 211k model receiver was delivered to your address on July 12, 2016. As of today, it has not been activated on your account. To activate this receiver, please call customer service at 1-800-333-3474. 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, 6:00 am to 2:30 pm MST[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]
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]
August 9, 2016 Dear Mr. [redacted]: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. You said that the internet service was not properly explained to you. You disconnected it and expressed concern with...
the early termination fee and having to return the TRIA located on the satellite dish. You ask that the early termination fee be waived, you request a refund and to have the TRIA removed. When we spoke, I explained that I reviewed the call recording during which you placed your order for our service. I found that the agent recommended the highest package for the internet based on what you said you will use it for. He explained the data caps and the fact that streaming is not recommended with our internet service. Therefore, we consider the contract to be valid. However, I offered to reduce the early termination fee from $402.50 to $201.25. You accepted my resolution. I told you that I am unable to provide a refund, but we will not require that you return the TRIA. 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