Complaint: [redacted]
I am rejecting this response because:I do not believe that I am asking for anything out of character. Your installation staff ruined my TV, admitted it, apologized, filed a claim on my behalf, and the claims department denied it because they didn't want to pay. I was never given a real reason why. Excessive calls? Prior to my last call in, I hadn't reached out to dish since July of 2016. (6 months). This was confirmed by staff in your department from the office of the president! I have received credits on my account because I was a long term customer and the loyalty team didn't want me to go with my ISP ([redacted]). In no way should your staff threaten to disconnect my service for calling in to a service I pay for! Please look at my account. Aside from the credits, I didn't call into dish all that often over the 6 plus years I have been with your company! I believe I have been treated unfairly, and if you think releasing me from my contract will get me to go away, you're sorely mistaken. I will see this through to the highest level to get my TV replaced! I was going to let it go, but the last conversation I had with your staff who threatened me, told me they could cancel my service if I called in, and basically made me feel terrible and unwanted was the last straw. I have not missed or been late on a payment in 6 years and this is how you treat people? You want me to go away? Replace my TV!
Sincerely,
[redacted]
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On August 7, 2017, we received your rebuttal, dated July 31, 2017, filed with the Revdex.com. You indicated that you do not accept my response and that you plan to disconnect your service. I regret that you didn’t accept my response; however, I feel it properly addressed your concerns. 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]
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...
Initial Business Response /* (1000, 5, 2015/06/03) */
May 30, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 27, 2015, we received your complaint, dated May 24,...
2015, filed with the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted]) [redacted] on May 28, 29 and 30, 2015, and I left three messages.
You indicated that you were supposed to receive credits while your account was on DISH Pause and you disputed the balance and that your account was referred to collections.
A review of your account reveals that it was placed on DISH Pause several times. Although the billing statement reflected a balance due of $60.26, you were provided a $10.00 credit and you made a payment of $50.26. The total balance included a $35.00 early termination fee plus tax, a $7.00 late fee and $6.27 in service charges.
I submitted a refund for $6.27 and I notified our Collections Department to remove this debt from the credit reporting bureaus.
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 through Friday 7:00 am to 3:30 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
September 29, 2016 Dear Mr. and Mrs. [redacted]: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you paid...
for service through the end of your 24-month commitment, but you were then charged more. When we spoke, I informed you that DISH Network does not offer annual payments. I advised you that I reviewed the calls on your account and I found that on two separate calls, you requested to know how much to pay for service through the end of your commitment. During each call, the agent with whom you spoke advised you that the amount was an estimate and charges for service may be more. Per your request, I disconnected your account. As I explained, since you were advised that the amount provided was just an estimate, we are unable to apply any adjustments for this issue. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
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]
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 ###-###-####
Tell us why here...May 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 29, 2016, we received your rebuttal, dated April 28, 2016, filed with the Revdex.com. You said that DISH Network was advertising a feature that our equipment does not offer and you disputed that your issue was one of preference. A review of your calls to DISH Network concerning this issue revealed that you were advised that the Hopper 3 has the feature you requested, but you didn’t like the way it worked. Our records indicate that you said you could watch any show at any time from the beginning by using our Playback feature. When the agents explained that you may only use this feature on shows that are recording, were recorded, or available on Video on Demand, you stated that that wasn’t how the feature worked on the Hopper, when, in fact, it was. As you said that you did not like how the feature works, and as we offer playback, this is an issue of preference. If you wish to accept my previous offer, please contact me directly at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted]
[redacted] Dear Ms. [redacted]: On April 10, 2017, we received your complaint, dated April 7, 2017, filed with the Revdex.com. You stated that you moved your DISH Network service a year ago. You were recently informed that you entered into a new two-year contractual commitment as that time. You were provided a copy of the contract and you disputed the signature. You requested that your early termination fee be waived, so you may disconnect your service without penalty. When we spoke today, I agreed to waive your early termination fee as a courtesy. We reviewed the account disconnection process and you accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On February 15, 2018, we received your complaint, dated February 14, 2018, filed with the Revdex.com. You said that you moved and your HOA does not allow DISH Network service. As a result, you would like to cancel your service without an early termination fee. When I spoke with you on February 20, 2018, it became evident that the prohibition pertained only to the location of the satellite dish installation. Subsequently, a technician was able to successfully install the dish service at your new home. I am glad we were able to reach a positive resolution, and we look forward to having the opportunity to provide you with excellent service in the near future. 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]
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]
March 13, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com. You expressed concern that your credit card account information was not updated for automatic payments when you called in January 2018, and your payment was declined the following month. You also disputed the $1.00 charge for enrolling in automatic payments. In addition, you mentioned the customer service you received. When I spoke with you by telephone today, I advised you that your account shows the last payment made was on January 29, 2018, from the credit card account ending in [redacted]. A review of your call revealed that the agent processed a one-time payment with that account, but did not use it to update your automatic payments. This caused the automatic debit for your February 12, 2018, billing statement to process from the old card and the payment to be declined. Our records show that the credit card account ending in [redacted] is now enrolled in automatic payments. I apologize for the confusion. A $1.00 hold is placed on the credit card account being enrolled in automatic payments to link it to your DISH Network account. The hold is lifted within a few days and it is not a fee or additional charge. We regret that you do not agree with our policy and procedures. 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 (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 6, 2015/08/10) */
August 5, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better...
Business Bureau.
You expressed concern with the early termination fees to disconnect your TV and internet services. You maintain that you were told that if you were not satisfied with the service, you could cancel with no penalty. You also said that you were promised 60 gigabytes (GB) of internet service and you have experienced technical issues with your services.
Your internet and TV services were activated on July 19, 2015, with a 24-month commitment for each service. A review of the sales call did not find that a grace period was discussed for either service. Additionally, the representative explained that you would have 10 GB of anytime usage and 50 GB of off-peak usage (between 2:00 am and 8 am). As the Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network, these policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
Our records reveal that the only technical or installation issues reported were for the internet service. On August 3, 2015, the 24-month commitment for your internet service was waived and the service was canceled.
When I spoke with you by phone on August 4, 2015, I advised you that the term commitment for your TV service remains valid. The monthly rate for your TV service is $65.99 plus tax. Please note that this includes a $35.00 monthly discount for the first 12 months of service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (4200, 7, 2015/08/11) */
I also asked the gentleman in the phone if it would be okay if my husband would be able to go on youtube with out there being a problem with the internet. Well Even if we had been able to use it, I received a pamphlet in the mail saying the exact opposite. The only thing he said it would not be good at is downloading movies and playing [redacted], so that was another lie I was told. I have received email after email saying we have reached 20, 40, and now 70% of our data which isn't working so that is impossible. Also adding that If they do not respond before a bill is due I would like that refunded as well.
Final Business Response /* (4000, 9, 2015/08/24) */
August 13, 2015
Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On August 12, 2015, we received your complaint, dated August 11, 2015, filed with the Revdex.com.
You provided additional information regarding the setup of your internet service. You also indicated that you have received several emails regarding your usage. You requested a refund for unused services.
As a courtesy, DISH Network will provide email notification regarding the internet usage.
Your concerns regarding the internet service were addressed on August 3, 2015, when the 24-month commitment for the service was waived and the service was canceled. A total credit of $36.57 was applied to your account for the internet services that were not received. Additionally, a credit of $49.00 was applied to your account on August 6, 2015, for the setup of Wi-Fi service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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, 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]
[redacted] Dear Ms. [redacted]: On April 13, 2016, we received your complaint, dated April 12, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account for the disconnection of your service. You indicated that you moved and although a technician was sent to your home, he told you that he could not install the service. He later stated that it could be installed, but you wouldn’t be able to connect all of your televisions, as an equipment upgrade would be required. You also stated that your credit card account and checking account were both debited for the fee. Your service was activated on September 26, 2015, with a 24-month commitment. Per your promotional terms, you are still bound to the term commitment if you change your residence. Our records show that when the technician was at your home on March 31, 2016, he confirmed that he could only connect two of the four receivers because the home was prewired. As you declined to run additional cables to connect the additional receivers, he offered to upgrade your equipment to a Hopper 3 to provide additional tuners. We appreciate that you brought your concerns regarding the technician to our attention so we may address them internally with the appropriate personnel. Your service was canceled on March 31, 2016. Since your 24-month commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. You were also charged two $10.00 box return fees. DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $405.10 was applied to your credit card account on April 9, 2016. Since you were enrolled in AutoPay, $405.10 was debited from your checking account. I submitted a refund to your checking account for the overpayment. Please allow two to three weeks for processing. When I spoke with you by phone on April 15, 2016, I advised you that I made an exception and reversed the early termination and shipping fees. On April 18, 2016, we received a dispute of $405.10 from your credit card company and the funds were returned to you; therefore, a refund was not submitted for this payment. 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 cc: Denver / Boulder Revdex.com
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]
October 5, 2016 Dear Mr. [redacted]: On September 22, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You indicated that there was an unauthorized credit inquiry performed by DISH Network on your credit report....
You said that if the inquiry was to obtain our service, it was fraudulent. You asked that the inquiry be removed. You provided me with a copy of your credit report in order to research the issue. It appears that the information on the inquiry matches the information on your credit file. The name, Social Security Number and address all match. In most cases such as this we will not remove an inquiry, as it appears that it was you who requested service and the inquiry. 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: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
Complaint: [redacted]
I am rejecting this response because: Refer to what I shared above. I am also not the only person this has been done to.
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]
Complaint: [redacted]
I am rejecting this response because:I do not believe that I am asking for anything out of character. Your installation staff ruined my TV, admitted it, apologized, filed a claim on my behalf, and the claims department denied it because they didn't want to pay. I was never given a real reason why. Excessive calls? Prior to my last call in, I hadn't reached out to dish since July of 2016. (6 months). This was confirmed by staff in your department from the office of the president! I have received credits on my account because I was a long term customer and the loyalty team didn't want me to go with my ISP ([redacted]). In no way should your staff threaten to disconnect my service for calling in to a service I pay for! Please look at my account. Aside from the credits, I didn't call into dish all that often over the 6 plus years I have been with your company! I believe I have been treated unfairly, and if you think releasing me from my contract will get me to go away, you're sorely mistaken. I will see this through to the highest level to get my TV replaced! I was going to let it go, but the last conversation I had with your staff who threatened me, told me they could cancel my service if I called in, and basically made me feel terrible and unwanted was the last straw. I have not missed or been late on a payment in 6 years and this is how you treat people? You want me to go away? Replace my TV!
Sincerely,
[redacted]
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On August 7, 2017, we received your rebuttal, dated July 31, 2017, filed with the Revdex.com. You indicated that you do not accept my response and that you plan to disconnect your service. I regret that you didn’t accept my response; however, I feel it properly addressed your concerns. 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]
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...
Initial Business Response /* (1000, 5, 2015/06/03) */
May 30, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 27, 2015, we received your complaint, dated May 24,...
2015, filed with the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted]) [redacted] on May 28, 29 and 30, 2015, and I left three messages.
You indicated that you were supposed to receive credits while your account was on DISH Pause and you disputed the balance and that your account was referred to collections.
A review of your account reveals that it was placed on DISH Pause several times. Although the billing statement reflected a balance due of $60.26, you were provided a $10.00 credit and you made a payment of $50.26. The total balance included a $35.00 early termination fee plus tax, a $7.00 late fee and $6.27 in service charges.
I submitted a refund for $6.27 and I notified our Collections Department to remove this debt from the credit reporting bureaus.
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 through Friday 7:00 am to 3:30 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
September 29, 2016 Dear Mr. and Mrs. [redacted]: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you paid...
for service through the end of your 24-month commitment, but you were then charged more. When we spoke, I informed you that DISH Network does not offer annual payments. I advised you that I reviewed the calls on your account and I found that on two separate calls, you requested to know how much to pay for service through the end of your commitment. During each call, the agent with whom you spoke advised you that the amount was an estimate and charges for service may be more. Per your request, I disconnected your account. As I explained, since you were advised that the amount provided was just an estimate, we are unable to apply any adjustments for this issue. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
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]
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 ###-###-####
Tell us why here...May 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On April 29, 2016, we received your rebuttal, dated April 28, 2016, filed with the Revdex.com. You said that DISH Network was advertising a feature that our equipment does not offer and you disputed that your issue was one of preference. A review of your calls to DISH Network concerning this issue revealed that you were advised that the Hopper 3 has the feature you requested, but you didn’t like the way it worked. Our records indicate that you said you could watch any show at any time from the beginning by using our Playback feature. When the agents explained that you may only use this feature on shows that are recording, were recorded, or available on Video on Demand, you stated that that wasn’t how the feature worked on the Hopper, when, in fact, it was. As you said that you did not like how the feature works, and as we offer playback, this is an issue of preference. If you wish to accept my previous offer, please contact me directly at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted]
April 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On April 10, 2017, we received your complaint, dated April 7, 2017, filed with the Revdex.com. You stated that you moved your DISH Network service a year ago. You were recently informed that you entered into a new two-year contractual commitment as that time. You were provided a copy of the contract and you disputed the signature. You requested that your early termination fee be waived, so you may disconnect your service without penalty. When we spoke today, I agreed to waive your early termination fee as a courtesy. We reviewed the account disconnection process and you accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
March 1, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 15, 2018, we received your complaint, dated February 14, 2018, filed with the Revdex.com. You said that you moved and your HOA does not allow DISH Network service. As a result, you would like to cancel your service without an early termination fee. When I spoke with you on February 20, 2018, it became evident that the prohibition pertained only to the location of the satellite dish installation. Subsequently, a technician was able to successfully install the dish service at your new home. I am glad we were able to reach a positive resolution, and we look forward to having the opportunity to provide you with excellent service in the near future. 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]
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]
March 13, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com. You expressed concern that your credit card account information was not updated for automatic payments when you called in January 2018, and your payment was declined the following month. You also disputed the $1.00 charge for enrolling in automatic payments. In addition, you mentioned the customer service you received. When I spoke with you by telephone today, I advised you that your account shows the last payment made was on January 29, 2018, from the credit card account ending in [redacted]. A review of your call revealed that the agent processed a one-time payment with that account, but did not use it to update your automatic payments. This caused the automatic debit for your February 12, 2018, billing statement to process from the old card and the payment to be declined. Our records show that the credit card account ending in [redacted] is now enrolled in automatic payments. I apologize for the confusion. A $1.00 hold is placed on the credit card account being enrolled in automatic payments to link it to your DISH Network account. The hold is lifted within a few days and it is not a fee or additional charge. We regret that you do not agree with our policy and procedures. 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 (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 6, 2015/08/10) */
August 5, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better...
Business Bureau.
You expressed concern with the early termination fees to disconnect your TV and internet services. You maintain that you were told that if you were not satisfied with the service, you could cancel with no penalty. You also said that you were promised 60 gigabytes (GB) of internet service and you have experienced technical issues with your services.
Your internet and TV services were activated on July 19, 2015, with a 24-month commitment for each service. A review of the sales call did not find that a grace period was discussed for either service. Additionally, the representative explained that you would have 10 GB of anytime usage and 50 GB of off-peak usage (between 2:00 am and 8 am). As the Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network, these policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
Our records reveal that the only technical or installation issues reported were for the internet service. On August 3, 2015, the 24-month commitment for your internet service was waived and the service was canceled.
When I spoke with you by phone on August 4, 2015, I advised you that the term commitment for your TV service remains valid. The monthly rate for your TV service is $65.99 plus tax. Please note that this includes a $35.00 monthly discount for the first 12 months of service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (4200, 7, 2015/08/11) */
I also asked the gentleman in the phone if it would be okay if my husband would be able to go on youtube with out there being a problem with the internet. Well Even if we had been able to use it, I received a pamphlet in the mail saying the exact opposite. The only thing he said it would not be good at is downloading movies and playing [redacted], so that was another lie I was told. I have received email after email saying we have reached 20, 40, and now 70% of our data which isn't working so that is impossible. Also adding that If they do not respond before a bill is due I would like that refunded as well.
Final Business Response /* (4000, 9, 2015/08/24) */
August 13, 2015
Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On August 12, 2015, we received your complaint, dated August 11, 2015, filed with the Revdex.com.
You provided additional information regarding the setup of your internet service. You also indicated that you have received several emails regarding your usage. You requested a refund for unused services.
As a courtesy, DISH Network will provide email notification regarding the internet usage.
Your concerns regarding the internet service were addressed on August 3, 2015, when the 24-month commitment for the service was waived and the service was canceled. A total credit of $36.57 was applied to your account for the internet services that were not received. Additionally, a credit of $49.00 was applied to your account on August 6, 2015, for the setup of Wi-Fi service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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, 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]
April 19, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 13, 2016, we received your complaint, dated April 12, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account for the disconnection of your service. You indicated that you moved and although a technician was sent to your home, he told you that he could not install the service. He later stated that it could be installed, but you wouldn’t be able to connect all of your televisions, as an equipment upgrade would be required. You also stated that your credit card account and checking account were both debited for the fee. Your service was activated on September 26, 2015, with a 24-month commitment. Per your promotional terms, you are still bound to the term commitment if you change your residence. Our records show that when the technician was at your home on March 31, 2016, he confirmed that he could only connect two of the four receivers because the home was prewired. As you declined to run additional cables to connect the additional receivers, he offered to upgrade your equipment to a Hopper 3 to provide additional tuners. We appreciate that you brought your concerns regarding the technician to our attention so we may address them internally with the appropriate personnel. Your service was canceled on March 31, 2016. Since your 24-month commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. You were also charged two $10.00 box return fees. DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $405.10 was applied to your credit card account on April 9, 2016. Since you were enrolled in AutoPay, $405.10 was debited from your checking account. I submitted a refund to your checking account for the overpayment. Please allow two to three weeks for processing. When I spoke with you by phone on April 15, 2016, I advised you that I made an exception and reversed the early termination and shipping fees. On April 18, 2016, we received a dispute of $405.10 from your credit card company and the funds were returned to you; therefore, a refund was not submitted for this payment. 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 cc: Denver / Boulder Revdex.com
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]
October 5, 2016 Dear Mr. [redacted]: On September 22, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You indicated that there was an unauthorized credit inquiry performed by DISH Network on your credit report....
You said that if the inquiry was to obtain our service, it was fraudulent. You asked that the inquiry be removed. You provided me with a copy of your credit report in order to research the issue. It appears that the information on the inquiry matches the information on your credit file. The name, Social Security Number and address all match. In most cases such as this we will not remove an inquiry, as it appears that it was you who requested service and the inquiry. 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: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
Complaint: [redacted]
I am rejecting this response because: Refer to what I shared above. I am also not the only person this has been done to.
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]