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]
February 22, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 17, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received when you inquired about moving your service to a new location. You also stated that you did not receive a call as you requested. You would like your service disconnected without penalty. We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel. Your service was activated on January 31, 2015, with a 24-month commitment. Per your promotion, you are still bound to the term commitment if you change your residence. When I spoke with you by phone on February 19, 2016, you indicated that you already moved and have a new service provider. I made an exception and waived your term commitment. As you requested, I disconnected your service and submitted a refund of $31.26 for your overpayment. Please allow three to five business days for processing. 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, I want to go on record that the appointment they say I did not have on 3/19 is bogus. I physically spoke to a customer service person on 3/19 asking about my appointment and he said, and I quote, "Your technician is running behind from his previous appointment and should be there in 15-20 minutes". In the following hours, all the way until 5:00 p.m., I called the automated line 3 different times, entered my account info so they had MY account pulled up and the machine said you have an appointment..., press 3 to keep it. So I did, multiple times. It was only at 5:10 when I called that DISH said I never had an appointment. This info infuriated me and led me to the Revdex.com. I appreciate that DISH did the right thing here and canceled my contract.
Sincerely,
[redacted]
I am rejecting this response because: As I stated before we never signed a contract because the service was not working when the technician finished. no on demand. Just regular TV. The signature whether electronic or signed by pen is not my husbands signature.
[redacted] Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 23, 2017, filed with the Revdex.com. You expressed concern with the early termination fee. You indicated that you canceled your service because your local [redacted] station was removed. You also maintain that your roof was damaged during your initial installation. Our records show that you were enrolled in a 24-month commitment on January 3, 2017, when you accepted our Renewal Offer. Although you stated that you were assured we would not have any negotiations for a few years, a review of the customer service calls on your account from January 2017 did not confirm this. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest-priced all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming we, at times, have to have an interruption of service while we negotiate for low pricing. Please be advised that an agreement was reached with [redacted] on November 23, 2017, and the station was restored. Your service was disconnected on November 23, 2017. Since your term commitment was not fulfilled, an early termination fee of $140.00 was applied to your account. When I spoke with you by phone on November 27, 2017, I advised you that I made an exception and reversed the early termination fee from your account. I also submitted a refund of $15.66 to your credit card account for your overpayment. Please allow three to five business days for processing. Although I offered to open a damage claim, you declined and stated that you would contact me directly if you choose to open a claim at a later date. You also expressed dissatisfaction with the customer service you received when you contacted us to disconnect your service. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate department. 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]
Initial Business Response /* (1000, 6, 2015/06/24) */
June 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Better...
Business Bureau.
You said that you were advised that $276.51 in fees would be reversed once your DISH Network account was restarted.
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June 23, 2015; however, both calls failed to connect.
Our records indicate that your account was disconnected due to non-payment on March 20, 2015, and restarted on June 3, 2015. A system issue caused your unreturned equipment, early termination, and shipping fees to remain on your bill. I have manually reversed those fees and removed your account from interruption.
We sincerely regret any inconvenience this issue may have caused. I have forwarded the information to the appropriate department for internal investigation.
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]
[redacted]
[redacted] Dear Mr. and Mrs. [redacted]: On April 10, 2017, we received your complaint, dated April 7, 2017, filed with the Revdex.com. My attempts to reach you by phone on April 11, 12 and 13, 2017, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern that you did not receive internet service so you could order Pay-Per-Views and Video on Demand. You were told by [redacted] that their internet service wouldn’t work with our service. You requested a refund. Because DISH Network didn’t provide you with the internet service, we are unable to take responsibility for it not working with our equipment. 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
September 1, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 27, 2016, filed with the Revdex.com. You said you were offered an equipment upgrade with four HD receivers and a reduced programming price for 12...
months with no term commitment. You disputed the early termination and return box fees. When we spoke today, I advised you that I waived the $240.00 early termination fee and removed the balance of $6.92 from your account. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home by UPS. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 6, 2015/06/25) */
June 18, 2015
[redacted]
4 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 18, 2015, we received your complaint, dated June 17, 2015, filed with the Better...
Business Bureau.
You disputed a fee for an external hard drive. You requested that the charge be reversed and to receive a refund of your last payment.
When we spoke by phone, I advised you that the $99.00 external hard drive charge has been reversed. However, I am unable to meet your request to receive a refund for your last payment.
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 /* (3000, 8, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I wrote before, [redacted] was very rude on the call he made. The external hard drive was never shipped to me. The one I have was brought in by a technician back in September. Dish Network didn't ship an additional one to me.
Making me look like the bad guy here is not the way to resolve this.
Final Business Response /* (4000, 10, 2015/06/30) */
June 29, 2015
[redacted]
4 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your rebuttal, dated June 26, 2015, filed with the Revdex.com.
You expressed concern regarding the customer service I provided. You also stated that a second hard drive was not sent to you.
I regret that you were not satisfied with my customer service as it was not my intention to add to your frustration. However, had DISH Network sent you a second hard drive, we would have required that you return it before a credit would be provided. The charge of $99.00 was waived on June 14, 2015.
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]
Final Consumer Response /* (2000, 12, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am tired of dealing with this rude company.
Initial Business Response /* (1000, 5, 2015/06/11) */
June 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with...
the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 8, 9 and 10, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the following:
Internet service
Programming
Technical issues
Monthly charges
Early termination fee
Equipment removal
You said that you were promised internet service with your DISH Network TV service. Our records show that satellite broadband internet service was available in your area through DISH Network; however, this service was not requested with your TV setup.
Although you indicated that you did not receive the specific channels that you requested, you did not provide additional details.
You maintain that you were told that you would not experience weather-related technical issues with your service. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed.
You stated that your monthly charges increased on a monthly basis. Your promotion included a $30.00 discount for the first 12 months of service. This made your monthly rate $65.99 plus tax. You also received three movie channels (HBO, Cinemax and Starz) and Blockbuster @Home free for three months. Because these services were not removed after the free trial, you began to be billed the regular service charges totaling $45.00, making your monthly rate $110.99 plus tax. Since we did not receive any payments on your account after January 22, 2015, your service was interrupted for non-payment on March 9, 2015, and was fully disconnected on April 8, 2015.
You disputed the early termination fee that was applied to your account. Your service was established on November 11, 2014, with a 24-month commitment through Infinity Sales Group LLC (XXX-XXX-XXXX), an independent company. Unfortunately, we were unable to locate the sales call to review the information that was provided regarding the above issues. As a result, I reversed the early termination fee of $400.00 and service charges of $60.45, leaving a zero balance.
You requested that DISH Network remove the satellite dish from your home. When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the receivers and remotes, not the satellite dish. If you wish to have the satellite dish removed, the starting cost for the removal is $60.00.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/16) */
October 15, 2015
Ms. [redacted]
Nacogdoches, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You expressed concern about the level of customer service that you received and said that you were offered a credit equal to three months of charges.
I attempted to reach you at (XXX) XXX-XXXX on October 12, 13 and 15, 2015, and I left four voicemails.
In my last message, I advised you that a review of your calls to DISH Network did not reveal any offers for three months of credit. You were offered a one-time credit of $150.00, which I honored, but we have no record of a credit of three months of charges.
I also advised you that your account was initiated by an independent retailer, [redacted] As the information for your account provided by the retailer was incorrect, our technicians were unable to locate your house for service calls.
Due to the inconvenience you may have experienced, I made an exception and waived your 24-month commitment.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Since October of 2015 dish has cut my channels several times including some of the ones listed in their smallest package. I currently get much fewer channels than what is in their smallest package. Namely the ones that I watched on a regular basis. To the point that I only leave on the TV for the dogs companionship while I'm gone. I currently use the internet for my entertainment. Hulu Plus, YouTube, Netflix, ETC. I now get far and beyond what dish can offer. I don't see how dish network continues to stay in business with the way they treat people.
Sincerely,
[redacted]
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]
[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]
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]
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]
April 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted] On April 17, 2017, we received your complaint, dated April 16, 2017, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 18, 19 and 20, 2017, were unsuccessful; however, I left two messages. I also contacted you by email at [redacted] You disputed the early termination fee that was applied for the disconnection of your service. You indicated that you only had service for 22 days. You also expressed concern that you received a billing statement within two weeks of your service being activated, and with the requirement of a credit card account to establish service. Your service was activated on March 23, 2017, with a 24-month commitment. Please be advised that DISH Network does not offer a trial period. The handheld device provided by the installer requires a signature for the service agreement, which verifies that the installation has been completed and the 24-month commitment has been agreed to. When you initially sign the agreement, there is an available option to capture your signature. This is a customer feature that allows the signee to agree to the terms and conditions without signing the agreement multiple times. A review of the sales call found that our agent advised you that the first month’s bill would be sent immediately after activation. He stated twice during the call that your bill would be due 15 days after your installation. The agent also disclosed that a credit card account was required to qualify for our service, and told you that the information was needed to waive any upfront fees. You agreed and provided the information. Your service was disconnected on April 14, 2017. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. You were also charged an equipment return fee of $12.00. Per our contractual agreement, DISH Network may debit the credit card account initially provided for any early termination, unreturned equipment and/or shipping fees applied to your account. By signing the agreement, you agreed to these terms and conditions. I made an exception and reversed the early termination fee and equipment return fee from your account. This will leave your account with a balance of $88.99 for services rendered. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
December 11, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 25, 2017, filed with the Revdex.com. My attempts to contact you by phone at [redacted] and [redacted] on December 6, 7 and 11, 2017, were unsuccessful, but I left you three messages. You expressed concern that your account was restarted after you made a payment through the MyDISH application. You also asked why you received a final bill when you were told you had a credit available. The MyDISH application has an option to restart your account when making a payment. This option was selected when you made your payment. When you called to cancel your account, the agent offered you a $40.00 courtesy credit if you kept it open, but you continued to disconnect the account. As a courtesy, I waived your final balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On January 29, 2016, we received your correspondence, dated January 28, 2016, filed with the Revdex.com. You said you are experiencing technical issues with a Joey receiver and you requested that it be replaced. You would like a second Hopper with Sling and a...
Joey receiver (in addition to your existing equipment) to be installed at no cost. You also requested time-without-service credits. We have no record that technical issues have been reported or that troubleshooting was performed since November 9, 2015. When we spoke today, I advised you that troubleshooting steps must be done over the phone with a technical support agent who will determine if a replacement receiver is needed. The agent will also determine if a technician visit is required. You said you will call customer service at a later time to troubleshoot. Since you subscribe to the Protection Plan, the shipping fees for the replacement equipment will be waived. I will also waive the technician visit fee if it is required. We have no record of your request for additional equipment. If you would like to add a second Hopper with Sling and a Joey receiver under the DISH’n It Up (DIU) promotion, the upfront cost is $50.00. I will make an exception and waive this upgrade fee. Please note that the monthly receiver fees for the upgraded equipment will be an additional $22.00. The receiver fees cannot be waived. This promotion also requires a separate 24-month commitment. As a courtesy, I applied a one-time credit of $79.99 for the America’s Top 200 package. 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
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]
February 22, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 17, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received when you inquired about moving your service to a new location. You also stated that you did not receive a call as you requested. You would like your service disconnected without penalty. We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel. Your service was activated on January 31, 2015, with a 24-month commitment. Per your promotion, you are still bound to the term commitment if you change your residence. When I spoke with you by phone on February 19, 2016, you indicated that you already moved and have a new service provider. I made an exception and waived your term commitment. As you requested, I disconnected your service and submitted a refund of $31.26 for your overpayment. Please allow three to five business days for processing. 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, I want to go on record that the appointment they say I did not have on 3/19 is bogus. I physically spoke to a customer service person on 3/19 asking about my appointment and he said, and I quote, "Your technician is running behind from his previous appointment and should be there in 15-20 minutes". In the following hours, all the way until 5:00 p.m., I called the automated line 3 different times, entered my account info so they had MY account pulled up and the machine said you have an appointment..., press 3 to keep it. So I did, multiple times. It was only at 5:10 when I called that DISH said I never had an appointment. This info infuriated me and led me to the Revdex.com. I appreciate that DISH did the right thing here and canceled my contract.
Sincerely,
[redacted]
I am rejecting this response because: As I stated before we never signed a contract because the service was not working when the technician finished. no on demand. Just regular TV. The signature whether electronic or signed by pen is not my husbands signature.
Tell us why here...November 28, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 23, 2017, filed with the Revdex.com. You expressed concern with the early termination fee. You indicated that you canceled your service because your local [redacted] station was removed. You also maintain that your roof was damaged during your initial installation. Our records show that you were enrolled in a 24-month commitment on January 3, 2017, when you accepted our Renewal Offer. Although you stated that you were assured we would not have any negotiations for a few years, a review of the customer service calls on your account from January 2017 did not confirm this. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest-priced all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming we, at times, have to have an interruption of service while we negotiate for low pricing. Please be advised that an agreement was reached with [redacted] on November 23, 2017, and the station was restored. Your service was disconnected on November 23, 2017. Since your term commitment was not fulfilled, an early termination fee of $140.00 was applied to your account. When I spoke with you by phone on November 27, 2017, I advised you that I made an exception and reversed the early termination fee from your account. I also submitted a refund of $15.66 to your credit card account for your overpayment. Please allow three to five business days for processing. Although I offered to open a damage claim, you declined and stated that you would contact me directly if you choose to open a claim at a later date. You also expressed dissatisfaction with the customer service you received when you contacted us to disconnect your service. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate department. 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] [redacted]
[redacted]
Initial Business Response /* (1000, 6, 2015/06/24) */
June 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Better...
Business Bureau.
You said that you were advised that $276.51 in fees would be reversed once your DISH Network account was restarted.
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June 23, 2015; however, both calls failed to connect.
Our records indicate that your account was disconnected due to non-payment on March 20, 2015, and restarted on June 3, 2015. A system issue caused your unreturned equipment, early termination, and shipping fees to remain on your bill. I have manually reversed those fees and removed your account from interruption.
We sincerely regret any inconvenience this issue may have caused. I have forwarded the information to the appropriate department for internal investigation.
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]
April 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. and Mrs. [redacted]: On April 10, 2017, we received your complaint, dated April 7, 2017, filed with the Revdex.com. My attempts to reach you by phone on April 11, 12 and 13, 2017, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern that you did not receive internet service so you could order Pay-Per-Views and Video on Demand. You were told by [redacted] that their internet service wouldn’t work with our service. You requested a refund. Because DISH Network didn’t provide you with the internet service, we are unable to take responsibility for it not working with our equipment. 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
September 1, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 27, 2016, filed with the Revdex.com. You said you were offered an equipment upgrade with four HD receivers and a reduced programming price for 12...
months with no term commitment. You disputed the early termination and return box fees. When we spoke today, I advised you that I waived the $240.00 early termination fee and removed the balance of $6.92 from your account. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your home by UPS. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 6, 2015/06/25) */
June 18, 2015
[redacted]
4 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 18, 2015, we received your complaint, dated June 17, 2015, filed with the Better...
Business Bureau.
You disputed a fee for an external hard drive. You requested that the charge be reversed and to receive a refund of your last payment.
When we spoke by phone, I advised you that the $99.00 external hard drive charge has been reversed. However, I am unable to meet your request to receive a refund for your last payment.
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 /* (3000, 8, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I wrote before, [redacted] was very rude on the call he made. The external hard drive was never shipped to me. The one I have was brought in by a technician back in September. Dish Network didn't ship an additional one to me.
Making me look like the bad guy here is not the way to resolve this.
Final Business Response /* (4000, 10, 2015/06/30) */
June 29, 2015
[redacted]
4 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your rebuttal, dated June 26, 2015, filed with the Revdex.com.
You expressed concern regarding the customer service I provided. You also stated that a second hard drive was not sent to you.
I regret that you were not satisfied with my customer service as it was not my intention to add to your frustration. However, had DISH Network sent you a second hard drive, we would have required that you return it before a credit would be provided. The charge of $99.00 was waived on June 14, 2015.
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]
Final Consumer Response /* (2000, 12, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am tired of dealing with this rude company.
Initial Business Response /* (1000, 5, 2015/06/11) */
June 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with...
the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on June 8, 9 and 10, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the following:
Internet service
Programming
Technical issues
Monthly charges
Early termination fee
Equipment removal
You said that you were promised internet service with your DISH Network TV service. Our records show that satellite broadband internet service was available in your area through DISH Network; however, this service was not requested with your TV setup.
Although you indicated that you did not receive the specific channels that you requested, you did not provide additional details.
You maintain that you were told that you would not experience weather-related technical issues with your service. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed.
You stated that your monthly charges increased on a monthly basis. Your promotion included a $30.00 discount for the first 12 months of service. This made your monthly rate $65.99 plus tax. You also received three movie channels (HBO, Cinemax and Starz) and Blockbuster @Home free for three months. Because these services were not removed after the free trial, you began to be billed the regular service charges totaling $45.00, making your monthly rate $110.99 plus tax. Since we did not receive any payments on your account after January 22, 2015, your service was interrupted for non-payment on March 9, 2015, and was fully disconnected on April 8, 2015.
You disputed the early termination fee that was applied to your account. Your service was established on November 11, 2014, with a 24-month commitment through Infinity Sales Group LLC (XXX-XXX-XXXX), an independent company. Unfortunately, we were unable to locate the sales call to review the information that was provided regarding the above issues. As a result, I reversed the early termination fee of $400.00 and service charges of $60.45, leaving a zero balance.
You requested that DISH Network remove the satellite dish from your home. When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the receivers and remotes, not the satellite dish. If you wish to have the satellite dish removed, the starting cost for the removal is $60.00.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/16) */
October 15, 2015
Ms. [redacted]
Nacogdoches, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You expressed concern about the level of customer service that you received and said that you were offered a credit equal to three months of charges.
I attempted to reach you at (XXX) XXX-XXXX on October 12, 13 and 15, 2015, and I left four voicemails.
In my last message, I advised you that a review of your calls to DISH Network did not reveal any offers for three months of credit. You were offered a one-time credit of $150.00, which I honored, but we have no record of a credit of three months of charges.
I also advised you that your account was initiated by an independent retailer, [redacted] As the information for your account provided by the retailer was incorrect, our technicians were unable to locate your house for service calls.
Due to the inconvenience you may have experienced, I made an exception and waived your 24-month commitment.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:Since October of 2015 dish has cut my channels several times including some of the ones listed in their smallest package. I currently get much fewer channels than what is in their smallest package. Namely the ones that I watched on a regular basis. To the point that I only leave on the TV for the dogs companionship while I'm gone. I currently use the internet for my entertainment. Hulu Plus, YouTube, Netflix, ETC. I now get far and beyond what dish can offer. I don't see how dish network continues to stay in business with the way they treat people.
Sincerely,
[redacted]
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]
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]
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]
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]
April 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted] On April 17, 2017, we received your complaint, dated April 16, 2017, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 18, 19 and 20, 2017, were unsuccessful; however, I left two messages. I also contacted you by email at [redacted] You disputed the early termination fee that was applied for the disconnection of your service. You indicated that you only had service for 22 days. You also expressed concern that you received a billing statement within two weeks of your service being activated, and with the requirement of a credit card account to establish service. Your service was activated on March 23, 2017, with a 24-month commitment. Please be advised that DISH Network does not offer a trial period. The handheld device provided by the installer requires a signature for the service agreement, which verifies that the installation has been completed and the 24-month commitment has been agreed to. When you initially sign the agreement, there is an available option to capture your signature. This is a customer feature that allows the signee to agree to the terms and conditions without signing the agreement multiple times. A review of the sales call found that our agent advised you that the first month’s bill would be sent immediately after activation. He stated twice during the call that your bill would be due 15 days after your installation. The agent also disclosed that a credit card account was required to qualify for our service, and told you that the information was needed to waive any upfront fees. You agreed and provided the information. Your service was disconnected on April 14, 2017. Since your term commitment was not fulfilled, an early termination fee of $480.00 was applied to your account. You were also charged an equipment return fee of $12.00. Per our contractual agreement, DISH Network may debit the credit card account initially provided for any early termination, unreturned equipment and/or shipping fees applied to your account. By signing the agreement, you agreed to these terms and conditions. I made an exception and reversed the early termination fee and equipment return fee from your account. This will leave your account with a balance of $88.99 for services rendered. 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 11, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 25, 2017, filed with the Revdex.com. My attempts to contact you by phone at [redacted] and [redacted] on December 6, 7 and 11, 2017, were unsuccessful, but I left you three messages. You expressed concern that your account was restarted after you made a payment through the MyDISH application. You also asked why you received a final bill when you were told you had a credit available. The MyDISH application has an option to restart your account when making a payment. This option was selected when you made your payment. When you called to cancel your account, the agent offered you a $40.00 courtesy credit if you kept it open, but you continued to disconnect the account. As a courtesy, I waived your final balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On January 29, 2016, we received your correspondence, dated January 28, 2016, filed with the Revdex.com. You said you are experiencing technical issues with a Joey receiver and you requested that it be replaced. You would like a second Hopper with Sling and a...
Joey receiver (in addition to your existing equipment) to be installed at no cost. You also requested time-without-service credits. We have no record that technical issues have been reported or that troubleshooting was performed since November 9, 2015. When we spoke today, I advised you that troubleshooting steps must be done over the phone with a technical support agent who will determine if a replacement receiver is needed. The agent will also determine if a technician visit is required. You said you will call customer service at a later time to troubleshoot. Since you subscribe to the Protection Plan, the shipping fees for the replacement equipment will be waived. I will also waive the technician visit fee if it is required. We have no record of your request for additional equipment. If you would like to add a second Hopper with Sling and a Joey receiver under the DISH’n It Up (DIU) promotion, the upfront cost is $50.00. I will make an exception and waive this upgrade fee. Please note that the monthly receiver fees for the upgraded equipment will be an additional $22.00. The receiver fees cannot be waived. This promotion also requires a separate 24-month commitment. As a courtesy, I applied a one-time credit of $79.99 for the America’s Top 200 package. 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####