July 11, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 11, 2017, we received your rebuttal, dated July 7, 2017, filed with the Revdex.com. You requested a refund of $199.00. As previously explained, [redacted] investigated your claim and she applied a one-time credit of $150.00 to your account. I made an exception and submitted a refunded for this same amount. No additional credit or refund is warranted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
January 18, 2017 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On January 17, 2017, we received your complaint, dated January 16, 2017, filed with the Revdex.com. You said that you agreed to allow your ex-mother-in-law to move your service with her to [redacted] and you added her name to the account. However, you found that your contract was extended without your knowledge. You requested that we release you from the new contractual agreement. When we spoke by phone, I informed you that when you added your ex-mother-in-law to your account as an authorized user, this gave her authorization to agree to the new commitment. However, I told you that I will meet your request and release you from the contract extension. I advised you that your original contractual agreement ends on July 4, 2017. You agreed with my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 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]
July 5, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 5, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You requested to be released from the 24-month commitment as it is an account that you established for your father and the new nursing home that he has moved to does not allow a satellite dish. When I spoke with you by telephone today, I released you from the 24-month agreement and I disconnected the service. Boxes will be shipped for the return of the receiver and remotes. Please keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Initial Business Response /* (1000, 4, 2015/11/17) */
November 13, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 12, 2015, we received your complaint, dated November 11, 2015,...
filed with the Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that Frontier failed to install your phone and internet service so you resumed Comcast service.
When we spoke, I advised you that Mr. [redacted] from our Executive Escalations Team made an exception and waived your early termination fee, as a courtesy, on November 12, 2015.
Our records indicate that you initiated your service through an independent retailernot DISH Network. Additionally, as Frontier is a separate company, DISH Network has no control over their installation schedule.
Please note that the bundling option only provides that you will receive a single bill for multiple services. DISH Network fulfilled your order and had no control over whether Frontier did so. As such, we are unable to provide you with additional compensation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This letter only addresses the early termination fee. It does not address the outstanding balance of $357 for cable service. We were told by phone that all fees and charges were waived but the letter only addresses the early termination fees. If all fees and charges were waived, why does the letter not address this?
Final Business Response /* (4000, 8, 2015/11/20) */
November 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 19, 2015, we received your rebuttal, dated November 18, 2015, filed with the Revdex.com.
You asked about your $357.89 balance and you requested that it be waived.
Please refer to my previous response and the enclosed billing statement. The balance to which you refer was the result of the early termination fee, which was waived. Your account no longer has any balance due.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
November 13, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 12, 2015, we received your complaint, dated November 11, 2015, filed with the Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that Frontier failed to install your phone and internet service so you resumed Comcast service.
When we spoke, I advised you that Mr. [redacted] from our Executive Escalations Team made an exception and waived your early termination fee, as a courtesy, on November 12, 2015.
Our records indicate that you initiated your service through an independent retailernot DISH Network. Additionally, as Frontier is a separate company, DISH Network has no control over their installation schedule.
Please note that the bundling option only provides that you will receive a single bill for multiple services. DISH Network fulfilled your order and had no control over whether Frontier did so. As such, we are unable to provide you with additional compensation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (2000, 10, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for helping resolve this matter.
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]
June 28, 2016 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You said that you have been experiencing ongoing issues with your receiver and you would like to close your account without penalty. When we spoke by phone, I told you that the technician we sent to your home reviewed your equipment and found no problems. We have offered to send you a replacement receiver, but you declined this offer. I told you that we consider the early termination fee to be an accurate charge. However, I offered to reduce your early termination fee to $99.00. You agreed to my offer and I closed your account, per your request. I provided you with our equipment return disclosures and I agreed to waive your return shipping fees. Your ending balance is $94.24, which you instructed me to collect from the credit card account we have on file. The payment was successful with an authorization number of [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
December 16, 2016 Dear Mr. [redacted]: On December 15, 2016, we received your complaint, dated December 14, 2016, filed with the Revdex.com. You indicated that your home was damaged when you attempted to install DISH Network service at your new...
residence. When I spoke with you by phone on December 15, 2016, I advised you that a damage claim was opened with our Corporate Field Resolutions (CFR) Department to investigate your concerns further. I requested that your Claim Manager, Ms. Molly Axtell, contact you directly to follow up. You may also reach Ms. Axtell at ###-###-####, ext. 47362, for further assistance. 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, 6:30 am – 3:00 pm MDT ###-###-####
December 15, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com. You expressed concern with the collection call that you received for the balance on your DISH Network account. You indicated that when you canceled your service, you were not told that it would be due immediately. You would like this balance removed from collections. Our records show that the payments that received were not for the full statement balance. As a result, your account had a past-due balance carry over each month. When your service was canceled on December 6, 2017, your account was left with a balance of $116.63 (for service through the disconnection date and a $12.00 equipment return fee). The billing statement that generated on December 8, 2017, indicated that the balance was due immediately. As this was an outstanding balance, it was referred to our Collections Department. However, the balance was not reported to the credit bureaus. When I spoke with you by phone on December 13, 2017, I advised you that I removed the $116.63 from your account, leaving a zero balance. I also submitted a request to ship a box to your home to return the equipment. Please allow three to five business days for delivery. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
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]
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]
[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
Complaint: [redacted]
I am rejecting this response because:The fact is that I have screenshots from the Windstream site validating the price of the bundle and the extra $15 off through the promotional period. I received no email from either Windstream or Dish to confirm any other pricing/contract details. When we spoke on the phone, [redacted] told me I should have scrutinized the detail of my first bill and then it would have been obvious that they intended to increase the price more than $15 at the end of the promotional period. And perhaps I should have, but I did not. I merely looked at the total on the bill to make sure it was in line with what had been posted on the website and assumed that was indicative that all had been set up properly. Honestly, I assumed I was dealing with two companies of integrity. It never occurred to me that either one would attempt a Bait and Switch technique.I do not wish to pursue this matter any further. It simply is not worth my time and energy trying to negotiate with a dishonest company. I will just consider my naivety to be an expensive lesson learned.
Sincerely,
[redacted]
December 22, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You said that you...
were offered two gift cards when you placed your order for our service, but you have not received them. Also, you said that you were told you could use your mobile phone to pick up Netflix and download it to your receiver to be installed.
A review of your DISH Network account reveals that you placed your order for our service through Infinity Sales Group LLC (866-659-3474). We requested that they provide us with a copy of your sales call recording to verify what you were told. I will follow up with you once we have reviewed your sales call.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Data Base Migration
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 ###-###-####
[redacted]-[redacted] Dear Ms. [redacted]: On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You requested to have the satellite dish removed and your roof repaired free of charge. When we spoke, I advised you that DISH Network does not provide the service you requested. Once a DISH Network account is disconnected, the dish is considered a permanent fixture and it becomes the property of the homeowner. While we sincerely regret any inconvenience, we are unable to honor your request. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
Initial Business Response /* (1000, 5, 2015/07/06) */
July 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 1, 2015, we received your correspondence, dated June 30,...
2015, filed with the Revdex.com.
You indicated that you added the dishNET internet service on June 25, 2015, but it is not meeting your needs. You expressed concern with the slow speeds and weather-related interruption. You requested that your early termination fee be waived, so you can disconnect the service without penalty.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on July 1, 2 and 3, 2015, were unsuccessful. However, I was able to leave a message and my contact information at the (XXX) XXX-XXXX number. I also sent an email to [redacted]@yahoo.com. However, I have not received a response. I have enclosed a copy of that correspondence for your review.
To address your complaint, I waived your dishNET early termination fee. This will allow you to disconnect the service without penalty. You may contact us when you are ready to complete the disconnection process.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You disputed the early termination and shipping fees applied to your DISH Network account because you moved and you have another service at your new address. When we spoke, I advised you that as this situation is out of DISH Network’s control, and as you received the benefits of the 24-month commitment, we are unable to waive your shipping or early termination fees. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
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]
July 11, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 11, 2017, we received your rebuttal, dated July 7, 2017, filed with the Revdex.com. You requested a refund of $199.00. As previously explained, [redacted] investigated your claim and she applied a one-time credit of $150.00 to your account. I made an exception and submitted a refunded for this same amount. No additional credit or refund is warranted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
January 18, 2017 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On January 17, 2017, we received your complaint, dated January 16, 2017, filed with the Revdex.com. You said that you agreed to allow your ex-mother-in-law to move your service with her to [redacted] and you added her name to the account. However, you found that your contract was extended without your knowledge. You requested that we release you from the new contractual agreement. When we spoke by phone, I informed you that when you added your ex-mother-in-law to your account as an authorized user, this gave her authorization to agree to the new commitment. However, I told you that I will meet your request and release you from the contract extension. I advised you that your original contractual agreement ends on July 4, 2017. You agreed with my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 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]
July 5, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 5, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You requested to be released from the 24-month commitment as it is an account that you established for your father and the new nursing home that he has moved to does not allow a satellite dish. When I spoke with you by telephone today, I released you from the 24-month agreement and I disconnected the service. Boxes will be shipped for the return of the receiver and remotes. Please keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
Initial Business Response /* (1000, 4, 2015/11/17) */
November 13, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 12, 2015, we received your complaint, dated November 11, 2015,...
filed with the Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that Frontier failed to install your phone and internet service so you resumed Comcast service.
When we spoke, I advised you that Mr. [redacted] from our Executive Escalations Team made an exception and waived your early termination fee, as a courtesy, on November 12, 2015.
Our records indicate that you initiated your service through an independent retailernot DISH Network. Additionally, as Frontier is a separate company, DISH Network has no control over their installation schedule.
Please note that the bundling option only provides that you will receive a single bill for multiple services. DISH Network fulfilled your order and had no control over whether Frontier did so. As such, we are unable to provide you with additional compensation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This letter only addresses the early termination fee. It does not address the outstanding balance of $357 for cable service. We were told by phone that all fees and charges were waived but the letter only addresses the early termination fees. If all fees and charges were waived, why does the letter not address this?
Final Business Response /* (4000, 8, 2015/11/20) */
November 19, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 19, 2015, we received your rebuttal, dated November 18, 2015, filed with the Revdex.com.
You asked about your $357.89 balance and you requested that it be waived.
Please refer to my previous response and the enclosed billing statement. The balance to which you refer was the result of the early termination fee, which was waived. Your account no longer has any balance due.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
November 13, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 12, 2015, we received your complaint, dated November 11, 2015, filed with the Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that Frontier failed to install your phone and internet service so you resumed Comcast service.
When we spoke, I advised you that Mr. [redacted] from our Executive Escalations Team made an exception and waived your early termination fee, as a courtesy, on November 12, 2015.
Our records indicate that you initiated your service through an independent retailernot DISH Network. Additionally, as Frontier is a separate company, DISH Network has no control over their installation schedule.
Please note that the bundling option only provides that you will receive a single bill for multiple services. DISH Network fulfilled your order and had no control over whether Frontier did so. As such, we are unable to provide you with additional compensation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (2000, 10, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for helping resolve this matter.
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]
June 28, 2016 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You said that you have been experiencing ongoing issues with your receiver and you would like to close your account without penalty. When we spoke by phone, I told you that the technician we sent to your home reviewed your equipment and found no problems. We have offered to send you a replacement receiver, but you declined this offer. I told you that we consider the early termination fee to be an accurate charge. However, I offered to reduce your early termination fee to $99.00. You agreed to my offer and I closed your account, per your request. I provided you with our equipment return disclosures and I agreed to waive your return shipping fees. Your ending balance is $94.24, which you instructed me to collect from the credit card account we have on file. The payment was successful with an authorization number of [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
December 16, 2016 Dear Mr. [redacted]: On December 15, 2016, we received your complaint, dated December 14, 2016, filed with the Revdex.com. You indicated that your home was damaged when you attempted to install DISH Network service at your new...
residence. When I spoke with you by phone on December 15, 2016, I advised you that a damage claim was opened with our Corporate Field Resolutions (CFR) Department to investigate your concerns further. I requested that your Claim Manager, Ms. Molly Axtell, contact you directly to follow up. You may also reach Ms. Axtell at ###-###-####, ext. 47362, for further assistance. 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, 6:30 am – 3:00 pm MDT ###-###-####
December 15, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com. You expressed concern with the collection call that you received for the balance on your DISH Network account. You indicated that when you canceled your service, you were not told that it would be due immediately. You would like this balance removed from collections. Our records show that the payments that received were not for the full statement balance. As a result, your account had a past-due balance carry over each month. When your service was canceled on December 6, 2017, your account was left with a balance of $116.63 (for service through the disconnection date and a $12.00 equipment return fee). The billing statement that generated on December 8, 2017, indicated that the balance was due immediately. As this was an outstanding balance, it was referred to our Collections Department. However, the balance was not reported to the credit bureaus. When I spoke with you by phone on December 13, 2017, I advised you that I removed the $116.63 from your account, leaving a zero balance. I also submitted a request to ship a box to your home to return the equipment. Please allow three to five business days for delivery. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
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]
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]
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
Complaint: [redacted]
I am rejecting this response because:The fact is that I have screenshots from the Windstream site validating the price of the bundle and the extra $15 off through the promotional period. I received no email from either Windstream or Dish to confirm any other pricing/contract details. When we spoke on the phone, [redacted] told me I should have scrutinized the detail of my first bill and then it would have been obvious that they intended to increase the price more than $15 at the end of the promotional period. And perhaps I should have, but I did not. I merely looked at the total on the bill to make sure it was in line with what had been posted on the website and assumed that was indicative that all had been set up properly. Honestly, I assumed I was dealing with two companies of integrity. It never occurred to me that either one would attempt a Bait and Switch technique.I do not wish to pursue this matter any further. It simply is not worth my time and energy trying to negotiate with a dishonest company. I will just consider my naivety to be an expensive lesson learned.
Sincerely,
[redacted]
December 22, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You said that you...
were offered two gift cards when you placed your order for our service, but you have not received them. Also, you said that you were told you could use your mobile phone to pick up Netflix and download it to your receiver to be installed.
A review of your DISH Network account reveals that you placed your order for our service through Infinity Sales Group LLC (866-659-3474). We requested that they provide us with a copy of your sales call recording to verify what you were told. I will follow up with you once we have reviewed your sales call.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Data Base Migration
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 ###-###-####
April 15, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com. You requested to have the satellite dish removed and your roof repaired free of charge. When we spoke, I advised you that DISH Network does not provide the service you requested. Once a DISH Network account is disconnected, the dish is considered a permanent fixture and it becomes the property of the homeowner. While we sincerely regret any inconvenience, we are unable to honor your request. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
Initial Business Response /* (1000, 5, 2015/07/06) */
July 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 1, 2015, we received your correspondence, dated June 30,...
2015, filed with the Revdex.com.
You indicated that you added the dishNET internet service on June 25, 2015, but it is not meeting your needs. You expressed concern with the slow speeds and weather-related interruption. You requested that your early termination fee be waived, so you can disconnect the service without penalty.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on July 1, 2 and 3, 2015, were unsuccessful. However, I was able to leave a message and my contact information at the (XXX) XXX-XXXX number. I also sent an email to [redacted]@yahoo.com. However, I have not received a response. I have enclosed a copy of that correspondence for your review.
To address your complaint, I waived your dishNET early termination fee. This will allow you to disconnect the service without penalty. You may contact us when you are ready to complete the disconnection process.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You disputed the early termination and shipping fees applied to your DISH Network account because you moved and you have another service at your new address. When we spoke, I advised you that as this situation is out of DISH Network’s control, and as you received the benefits of the 24-month commitment, we are unable to waive your shipping or early termination fees. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
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]