Initial Business Response /* (1000, 4, 2015/11/30) */
November 22, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 18, 2015, we received your complaint, dated November 17,...
2015, filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on November 19, 21 and 22, 2015, and I left three messages.
You expressed concern that your service was disconnected after you entered the incorrect bank account information. Once the service was disconnected, you lost your promotional credits. You also mentioned that after the payment information was corrected, your service was not restarted immediately.
Per the restrictions and requirements of the promotion, if service is interrupted for any reason, the credits are forfeited. Our system is designed to detect a disconnection and it will drop the promotion codes. As an exception, I requested that the promotion codes for the $17.00 introductory offer credit and the $10.00 E-Bill autopay credit be re-applied to your account. If these credits do not appear on your December 2015 billing statement, please contact me directly at the phone number below.
When an account is disconnected, a full payment is required to restart the 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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In order to bring the account back to the original agreement, please remove the $8.00 protection plan monthly fee that was not part of the original agreement and was not on my October bill. I just want to get back to the monthly $49.99 monthly price-lock that I signed up for. The main issue is that I corrected the situation and submitted re-payment immediately. Many hours after the information was corrected and the payment was submitted, my service was shut off - which should have never happened to begin with. I've returned phone calls and left messages on three separate occasions to get clarity on credits, but I would just like a clear statement on that my monthly billing will return to its original state. Thank you.
Final Business Response /* (4000, 8, 2015/12/22) */
December 15, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
You indicated that the Protection Plan was not a part of your original agreement and you requested that it be removed from your account. You again mentioned the payment issue that caused these billing issues.
Your account was activated under the Digital Home Advantage (DHA) 24-month commitment. Included in the DHA promotion was six months free of the $8.00 monthly Protection Plan warranty. When I spoke with you by telephone today, I informed you that when your service was interrupted, the system began to charge you for the Protection Plan instead of providing it at no charge. I applied an $8.00 credit to your account for the charge that appeared on this month's billing statement. I also corrected the billing to provide the Protection Plan free of charge for the next four months. Once the offer expires, you may choose to continue with the warranty and you will be billed at the regular monthly rate.
A review of your sales call on October 13, 2015, reveals that you were quoted a monthly charge of $56.99 before tax. This included the America's Top 120 Plus priced at $64.99 per month, a $7.00 monthly fee for the Joey receiver and a $12.00 monthly DVR fee. Since you receive a $12.00 and $10.00 monthly credit for 24 months, your price is reduced.
The previous billing issues have been addressed and corrected. We apologize that your service was not restarted immediately.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (2000, 10, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Holiday
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. I was contacted by [redacted] of DISH and he was able to remedy this issue very quickly. Thank You. Please close this case.
Sincerely,
[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 ###-###-####
Dear Ms. [redacted]: On June 10, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com. You expressed concern with the unreturned equipment fees that were applied to your account. You maintain that you returned the equipment. Your service was disconnected on April 5, 2016. Our records do not show that the equipment was returned within the required time frame. As a result, you were charged $148.00 for an unreturned receiver (model 222k) and an LNBF (eye piece on the satellite dish) on May 10, 2016. When I spoke with you by phone today, I advised you that I removed the fees from your account, leaving a zero balance. 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]
Initial Business Response /* (4000, 8, 2015/08/18) */
August 13, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 7, 2015, we received your correspondence, dated August 6,...
2015, filed with the Revdex.com.
You disputed the fees for the return of the leased equipment to DISH Network. You requested a refund of $71.42.
I attempted to reach you at (XXX) XXX-XXXX on August 11, 12 and 13, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
A review of your account indicates that you participated in the DISH'n It Up promotion. Under this promotion, you agreed to return the leased equipment to DISH Network and bear all cost and expenses of the return. Because we do not have a local warehouse drop-off location, we provide our customers with return boxes and labels. As a courtesy, the three $10.00 box return fees were removed from your account on August 5, 2015.
In addition, a refund of $84.23 was applied to your credit card account ending in 2868 on August 12, 2015. This refund is for the last payment made for the service period of July 20, 2015, through August 19, 2015. Please note that the remaining credit of $19.62 is for adjustments applied to your account, not for over payment; therefore, no additional refund is warranted. I regret any confusion.
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, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
I called dish as I had a question in regards to returning the boxes and I demanded a manager. the woman I spoke to stated she would credit me the $30 and issue my refund of $101.43. told me I should see it back in my account in 5-7 days. I a waiting to see if she did refund me.
Initial Business Response /* (1000, 4, 2015/11/20) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015, filed...
with the Revdex.com.
You said that your DISH Network balance was paid twice in August 2015, and you requested a credit equal to one month of charges. You also expressed concern about the level of customer service that you received.
I attempted to reach you at (XXX) XXX-XXXX on November 17, 18 and 19, 2015, and I left three voicemails.
As I explained in my last message, our due dates were moved up five days to bring our billing timelines more into alignment with our system. As your due date was at the beginning of the month, your first changed due date fell during the same month your previous payment was debited. Specifically, your bill generated on July 14, 2015, and your due date was August 3, 2015. When your due date changed, it was brought back from September 3, 2015, to August 30, 2015.
While we regret any inconvenience, as your billing is correct and as you were not double-charged, we are unable to provide you with a one-month credit for this issue.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with the way that was done. Why change a person billing cycle if it wasn't requested and if so you still don't collect two payments in one month. I have had several problems with dish and this just was the last. First,when I called to inquire about dish I was given false information. I told the rep that I use to be with dish about 5 years ago. Does the tv reception still goes out when it rains. She stated that things have changed and it does not. I believe that was false information given to get my service. Everytime it rained I had no service at all. After all the problems I just decided to go back with ATT where i"m a satisfied customer and they offer more channels than dish does. Also, on tuesday, november 24,2015 I called to cancel my service and get boxes so I could return equipment. he explained the charges and stated that all charges will be charged to the card you gave when you were approved. I didn't like when I ask the rep what card do they have on file its response was I don't know so I told him not to charge the card his reply was "if the card don't work you could be charge with criminal charges".Is that how you train your rep to respond to a question. First of all I asked the question because a couple of my cards was closed because new cards was issued with that new security chip that is on credit cards now. I have had bad experience with dish this second time around and I will not be returning ever and as for as requesting dish to anyone I don't think so.
Final Business Response /* (4000, 8, 2015/12/10) */
December 8, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your rebuttal, dated November 27, 2015, filed with the Revdex.com.
You maintain that you were provided incorrect information during your sale and that DISH Network changed your billing due date without your permission. You also stated that an agent threatened you with criminal charges if your balance was not paid.
I reviewed your disconnection call and found no instance where the agent with whom you spoke threatened you with criminal charges. When you indicated that your credit cards had been changed and that the balance would not be paid, the agent advised you that your unpaid balance could be sent for collection.
I reviewed your sales call as well and the agent explained to you that, due to new technology, our signal is not impeded by weather as much as when you were a customer previously, but she did not advise you that you would experience zero weather-related outages.
Please refer to our Residential Customer Agreement or Digital Home Advantage customer agreement at www.dish.com/legal, wherein we provide for changes in billing.
We sincerely regret that you do not agree with our policies.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (4200, 10, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know what was said and done. I'm done with you guys and moved on to better. Whatever....
August 9, 2016 Dear Mr. [redacted]: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. You said that the internet service was not properly explained to you. You disconnected it and expressed concern with...
the early termination fee and having to return the TRIA located on the satellite dish. You ask that the early termination fee be waived, you request a refund and to have the TRIA removed. When we spoke, I explained that I reviewed the call recording during which you placed your order for our service. I found that the agent recommended the highest package for the internet based on what you said you will use it for. He explained the data caps and the fact that streaming is not recommended with our internet service. Therefore, we consider the contract to be valid. However, I offered to reduce the early termination fee from $402.50 to $201.25. You accepted my resolution. I told you that I am unable to provide a refund, but we will not require that you return the TRIA. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Complaint: [redacted]
I am rejecting this response because:Since October of 2015 dish has cut my channels several times including some of the ones listed in their smallest package. I currently get much fewer channels than what is in their smallest package. Namely the ones that I watched on a regular basis. To the point that I only leave on the TV for the dogs companionship while I'm gone. I currently use the internet for my entertainment. Hulu Plus, YouTube, Netflix, ETC. I now get far and beyond what dish can offer. I don't see how dish network continues to stay in business with the way they treat people.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/06/25) */
June 18, 2015
[redacted]
4 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 18, 2015, we received your complaint, dated June 17, 2015, filed with the Better...
Business Bureau.
You disputed a fee for an external hard drive. You requested that the charge be reversed and to receive a refund of your last payment.
When we spoke by phone, I advised you that the $99.00 external hard drive charge has been reversed. However, I am unable to meet your request to receive a refund for your last payment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I wrote before, [redacted] was very rude on the call he made. The external hard drive was never shipped to me. The one I have was brought in by a technician back in September. Dish Network didn't ship an additional one to me.
Making me look like the bad guy here is not the way to resolve this.
Final Business Response /* (4000, 10, 2015/06/30) */
June 29, 2015
[redacted]
4 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your rebuttal, dated June 26, 2015, filed with the Revdex.com.
You expressed concern regarding the customer service I provided. You also stated that a second hard drive was not sent to you.
I regret that you were not satisfied with my customer service as it was not my intention to add to your frustration. However, had DISH Network sent you a second hard drive, we would have required that you return it before a credit would be provided. The charge of $99.00 was waived on June 14, 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (2000, 12, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am tired of dealing with this rude company.
Initial Business Response /* (1000, 4, 2015/12/01) */
November 25, 2015
Mr. [redacted]
[redacted]
[redacted] NY XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your correspondence, dated November 16, 2015,...
filed with the Revdex.com.
You state that you recently added dishNET internet to your services. You were billed a $99.99 wireless network set-up fee that you claim was not disclosed to you. You requested that the charge be reversed.
My three attempts to contact you at (XXX) XXX-XXXX on November 23, 24 and 25, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response.
A $50.00 credit was applied towards the $99.99 fee on October 13, 2015. As a courtesy, I applied a $49.99 credit to your account on November 23, 2015, to resolve the remaining balance for the fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/03) */
June 1, 2015
Ms. [redacted]
220 Grand St.
Middleburg, PA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with...
the Revdex.com.
You stated that DISH Network has billed you $99.00 for unreturned leased equipment. You indicated that you returned the equipment in question and you requested that the charge be removed.
When we spoke today, I confirmed that a $99.00 credit was applied to your account on May 28, 2015, to resolve the equipment charge. You stated that you accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Shelley Antrillo
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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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.
Complaint: [redacted]
I am rejecting this response because: I had been a customer with Dish 3 years and only wanted them to meet local major competition pricing. I knew our lake house was going on the market and our home in north [redacted] was set up with [redacted] and had been for several years so I would not knowingly agree to a binding contract. It is documented Dish has over 9,000 complaints with their deceptive trade practices.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. In order to remove your Social Security Number from the existing DISH Network account, you will need to complete the enclosed ID Theft Affidavit. We also require a copy of a police report from your local law enforcement filed for identity theft. Please send the required signed FTC affidavit, a copy of the police report, a copy of the front and back of your driver's license, the best phone number to contact you by, and any other supporting documentation to the DISH Network ID Theft Verification Team. The options to submit these forms are listed below: · Direct line: (866) 940-9195 · Fax: (720) 514-7440 · Email: [email protected] · Mail: DISH Network Attn: ID Theft Verification Team PO Box 9040 Littleton, CO 80120 If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
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]
Initial Business Response /* (1000, 6, 2015/06/24) */
June 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Better...
Business Bureau.
You said that you were advised that $276.51 in fees would be reversed once your DISH Network account was restarted.
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June 23, 2015; however, both calls failed to connect.
Our records indicate that your account was disconnected due to non-payment on March 20, 2015, and restarted on June 3, 2015. A system issue caused your unreturned equipment, early termination, and shipping fees to remain on your bill. I have manually reversed those fees and removed your account from interruption.
We sincerely regret any inconvenience this issue may have caused. I have forwarded the information to the appropriate department for internal investigation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
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]
March 7, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You state that you are paying for Sling TV but not receiving this service. You requested a refund for these charges. When I spoke with you today, you advised me that it has been determined you were not receiving an internet speed adequate to stream Sling TV. You also reported that you had been offered credits towards future service. You indicated that the matter was resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/11) */
December 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed...
with the Revdex.com. My attempts to reach you by phone on December 7, 8 and 10, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You expressed concern regarding receiving refurbished replacement 722 receivers and you would like brand new ones.
Unfortunately, DISH Network no longer manufactures the 722 receiver and as a result, we are unable to provide you with a new one. Our records reflect that you contacted us and agreed to upgrade your equipment to our new Hopper system.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
October 7, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You said that your credit card was debited without your authorization. You requested to have your DISH...
Network account disconnected and to receive a refund. I attempted to reach you by phone on October 4, 6 and 7, 2016. My calls were cut off after one ring so I was unable to leave any messages. Our records indicate that the only debits applied to your DISH Network account were automatic payments for service rendered. Your account was enrolled for automatic payments from its activation on October 9, 2014, and all payments made on the account, with the exception of three manual payments, were automatically debited from the credit card account you provided during your sale. Please note that DISH Network sent monthly emails to [redacted]@yahoo.com to advise you of your ebilling statement being ready and that your automatic payments were received. You removed automatic payments on September 13, 2016, and disconnected your account on September 28, 2016. Our records indicate that a balance of $104.78 for service rendered remains on your account. While we regret any inconvenience this issue may have caused, we are unable to provide a refund as all charges were for service rendered. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 4, 2015/11/30) */
November 22, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 18, 2015, we received your complaint, dated November 17,...
2015, filed with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on November 19, 21 and 22, 2015, and I left three messages.
You expressed concern that your service was disconnected after you entered the incorrect bank account information. Once the service was disconnected, you lost your promotional credits. You also mentioned that after the payment information was corrected, your service was not restarted immediately.
Per the restrictions and requirements of the promotion, if service is interrupted for any reason, the credits are forfeited. Our system is designed to detect a disconnection and it will drop the promotion codes. As an exception, I requested that the promotion codes for the $17.00 introductory offer credit and the $10.00 E-Bill autopay credit be re-applied to your account. If these credits do not appear on your December 2015 billing statement, please contact me directly at the phone number below.
When an account is disconnected, a full payment is required to restart the 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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In order to bring the account back to the original agreement, please remove the $8.00 protection plan monthly fee that was not part of the original agreement and was not on my October bill. I just want to get back to the monthly $49.99 monthly price-lock that I signed up for. The main issue is that I corrected the situation and submitted re-payment immediately. Many hours after the information was corrected and the payment was submitted, my service was shut off - which should have never happened to begin with. I've returned phone calls and left messages on three separate occasions to get clarity on credits, but I would just like a clear statement on that my monthly billing will return to its original state. Thank you.
Final Business Response /* (4000, 8, 2015/12/22) */
December 15, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
You indicated that the Protection Plan was not a part of your original agreement and you requested that it be removed from your account. You again mentioned the payment issue that caused these billing issues.
Your account was activated under the Digital Home Advantage (DHA) 24-month commitment. Included in the DHA promotion was six months free of the $8.00 monthly Protection Plan warranty. When I spoke with you by telephone today, I informed you that when your service was interrupted, the system began to charge you for the Protection Plan instead of providing it at no charge. I applied an $8.00 credit to your account for the charge that appeared on this month's billing statement. I also corrected the billing to provide the Protection Plan free of charge for the next four months. Once the offer expires, you may choose to continue with the warranty and you will be billed at the regular monthly rate.
A review of your sales call on October 13, 2015, reveals that you were quoted a monthly charge of $56.99 before tax. This included the America's Top 120 Plus priced at $64.99 per month, a $7.00 monthly fee for the Joey receiver and a $12.00 monthly DVR fee. Since you receive a $12.00 and $10.00 monthly credit for 24 months, your price is reduced.
The previous billing issues have been addressed and corrected. We apologize that your service was not restarted immediately.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (2000, 10, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Holiday
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. I was contacted by [redacted] of DISH and he was able to remedy this issue very quickly. Thank You. Please close this case.
Sincerely,
[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 ###-###-####
June 13, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On June 10, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com. You expressed concern with the unreturned equipment fees that were applied to your account. You maintain that you returned the equipment. Your service was disconnected on April 5, 2016. Our records do not show that the equipment was returned within the required time frame. As a result, you were charged $148.00 for an unreturned receiver (model 222k) and an LNBF (eye piece on the satellite dish) on May 10, 2016. When I spoke with you by phone today, I advised you that I removed the fees from your account, leaving a zero balance. 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]
Initial Business Response /* (4000, 8, 2015/08/18) */
August 13, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 7, 2015, we received your correspondence, dated August 6,...
2015, filed with the Revdex.com.
You disputed the fees for the return of the leased equipment to DISH Network. You requested a refund of $71.42.
I attempted to reach you at (XXX) XXX-XXXX on August 11, 12 and 13, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
A review of your account indicates that you participated in the DISH'n It Up promotion. Under this promotion, you agreed to return the leased equipment to DISH Network and bear all cost and expenses of the return. Because we do not have a local warehouse drop-off location, we provide our customers with return boxes and labels. As a courtesy, the three $10.00 box return fees were removed from your account on August 5, 2015.
In addition, a refund of $84.23 was applied to your credit card account ending in 2868 on August 12, 2015. This refund is for the last payment made for the service period of July 20, 2015, through August 19, 2015. Please note that the remaining credit of $19.62 is for adjustments applied to your account, not for over payment; therefore, no additional refund is warranted. I regret any confusion.
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, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
I called dish as I had a question in regards to returning the boxes and I demanded a manager. the woman I spoke to stated she would credit me the $30 and issue my refund of $101.43. told me I should see it back in my account in 5-7 days. I a waiting to see if she did refund me.
Initial Business Response /* (1000, 4, 2015/11/20) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015, filed...
with the Revdex.com.
You said that your DISH Network balance was paid twice in August 2015, and you requested a credit equal to one month of charges. You also expressed concern about the level of customer service that you received.
I attempted to reach you at (XXX) XXX-XXXX on November 17, 18 and 19, 2015, and I left three voicemails.
As I explained in my last message, our due dates were moved up five days to bring our billing timelines more into alignment with our system. As your due date was at the beginning of the month, your first changed due date fell during the same month your previous payment was debited. Specifically, your bill generated on July 14, 2015, and your due date was August 3, 2015. When your due date changed, it was brought back from September 3, 2015, to August 30, 2015.
While we regret any inconvenience, as your billing is correct and as you were not double-charged, we are unable to provide you with a one-month credit for this issue.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with the way that was done. Why change a person billing cycle if it wasn't requested and if so you still don't collect two payments in one month. I have had several problems with dish and this just was the last. First,when I called to inquire about dish I was given false information. I told the rep that I use to be with dish about 5 years ago. Does the tv reception still goes out when it rains. She stated that things have changed and it does not. I believe that was false information given to get my service. Everytime it rained I had no service at all. After all the problems I just decided to go back with ATT where i"m a satisfied customer and they offer more channels than dish does. Also, on tuesday, november 24,2015 I called to cancel my service and get boxes so I could return equipment. he explained the charges and stated that all charges will be charged to the card you gave when you were approved. I didn't like when I ask the rep what card do they have on file its response was I don't know so I told him not to charge the card his reply was "if the card don't work you could be charge with criminal charges".Is that how you train your rep to respond to a question. First of all I asked the question because a couple of my cards was closed because new cards was issued with that new security chip that is on credit cards now. I have had bad experience with dish this second time around and I will not be returning ever and as for as requesting dish to anyone I don't think so.
Final Business Response /* (4000, 8, 2015/12/10) */
December 8, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your rebuttal, dated November 27, 2015, filed with the Revdex.com.
You maintain that you were provided incorrect information during your sale and that DISH Network changed your billing due date without your permission. You also stated that an agent threatened you with criminal charges if your balance was not paid.
I reviewed your disconnection call and found no instance where the agent with whom you spoke threatened you with criminal charges. When you indicated that your credit cards had been changed and that the balance would not be paid, the agent advised you that your unpaid balance could be sent for collection.
I reviewed your sales call as well and the agent explained to you that, due to new technology, our signal is not impeded by weather as much as when you were a customer previously, but she did not advise you that you would experience zero weather-related outages.
Please refer to our Residential Customer Agreement or Digital Home Advantage customer agreement at www.dish.com/legal, wherein we provide for changes in billing.
We sincerely regret that you do not agree with our policies.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (4200, 10, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know what was said and done. I'm done with you guys and moved on to better. Whatever....
August 9, 2016 Dear Mr. [redacted]: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. You said that the internet service was not properly explained to you. You disconnected it and expressed concern with...
the early termination fee and having to return the TRIA located on the satellite dish. You ask that the early termination fee be waived, you request a refund and to have the TRIA removed. When we spoke, I explained that I reviewed the call recording during which you placed your order for our service. I found that the agent recommended the highest package for the internet based on what you said you will use it for. He explained the data caps and the fact that streaming is not recommended with our internet service. Therefore, we consider the contract to be valid. However, I offered to reduce the early termination fee from $402.50 to $201.25. You accepted my resolution. I told you that I am unable to provide a refund, but we will not require that you return the TRIA. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Complaint: [redacted]
I am rejecting this response because:Since October of 2015 dish has cut my channels several times including some of the ones listed in their smallest package. I currently get much fewer channels than what is in their smallest package. Namely the ones that I watched on a regular basis. To the point that I only leave on the TV for the dogs companionship while I'm gone. I currently use the internet for my entertainment. Hulu Plus, YouTube, Netflix, ETC. I now get far and beyond what dish can offer. I don't see how dish network continues to stay in business with the way they treat people.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/06/25) */
June 18, 2015
[redacted]
4 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 18, 2015, we received your complaint, dated June 17, 2015, filed with the Better...
Business Bureau.
You disputed a fee for an external hard drive. You requested that the charge be reversed and to receive a refund of your last payment.
When we spoke by phone, I advised you that the $99.00 external hard drive charge has been reversed. However, I am unable to meet your request to receive a refund for your last payment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I wrote before, [redacted] was very rude on the call he made. The external hard drive was never shipped to me. The one I have was brought in by a technician back in September. Dish Network didn't ship an additional one to me.
Making me look like the bad guy here is not the way to resolve this.
Final Business Response /* (4000, 10, 2015/06/30) */
June 29, 2015
[redacted]
4 [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your rebuttal, dated June 26, 2015, filed with the Revdex.com.
You expressed concern regarding the customer service I provided. You also stated that a second hard drive was not sent to you.
I regret that you were not satisfied with my customer service as it was not my intention to add to your frustration. However, had DISH Network sent you a second hard drive, we would have required that you return it before a credit would be provided. The charge of $99.00 was waived on June 14, 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Consumer Response /* (2000, 12, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am tired of dealing with this rude company.
Initial Business Response /* (1000, 4, 2015/12/01) */
November 25, 2015
Mr. [redacted]
[redacted]
[redacted] NY XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your correspondence, dated November 16, 2015,...
filed with the Revdex.com.
You state that you recently added dishNET internet to your services. You were billed a $99.99 wireless network set-up fee that you claim was not disclosed to you. You requested that the charge be reversed.
My three attempts to contact you at (XXX) XXX-XXXX on November 23, 24 and 25, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response.
A $50.00 credit was applied towards the $99.99 fee on October 13, 2015. As a courtesy, I applied a $49.99 credit to your account on November 23, 2015, to resolve the remaining balance for the fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/03) */
June 1, 2015
Ms. [redacted]
220 Grand St.
Middleburg, PA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with...
the Revdex.com.
You stated that DISH Network has billed you $99.00 for unreturned leased equipment. You indicated that you returned the equipment in question and you requested that the charge be removed.
When we spoke today, I confirmed that a $99.00 credit was applied to your account on May 28, 2015, to resolve the equipment charge. You stated that you accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Shelley Antrillo
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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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.
Complaint: [redacted]
I am rejecting this response because: I had been a customer with Dish 3 years and only wanted them to meet local major competition pricing. I knew our lake house was going on the market and our home in north [redacted] was set up with [redacted] and had been for several years so I would not knowingly agree to a binding contract. It is documented Dish has over 9,000 complaints with their deceptive trade practices.
Sincerely,
[redacted]
May 12, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. In order to remove your Social Security Number from the existing DISH Network account, you will need to complete the enclosed ID Theft Affidavit. We also require a copy of a police report from your local law enforcement filed for identity theft. Please send the required signed FTC affidavit, a copy of the police report, a copy of the front and back of your driver's license, the best phone number to contact you by, and any other supporting documentation to the DISH Network ID Theft Verification Team. The options to submit these forms are listed below: · Direct line: (866) 940-9195 · Fax: (720) 514-7440 · Email: [email protected] · Mail: DISH Network Attn: ID Theft Verification Team PO Box 9040 Littleton, CO 80120 If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
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]
Initial Business Response /* (1000, 6, 2015/06/24) */
June 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Better...
Business Bureau.
You said that you were advised that $276.51 in fees would be reversed once your DISH Network account was restarted.
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on June 23, 2015; however, both calls failed to connect.
Our records indicate that your account was disconnected due to non-payment on March 20, 2015, and restarted on June 3, 2015. A system issue caused your unreturned equipment, early termination, and shipping fees to remain on your bill. I have manually reversed those fees and removed your account from interruption.
We sincerely regret any inconvenience this issue may have caused. I have forwarded the information to the appropriate department for internal investigation.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
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]
March 7, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. You state that you are paying for Sling TV but not receiving this service. You requested a refund for these charges. When I spoke with you today, you advised me that it has been determined you were not receiving an internet speed adequate to stream Sling TV. You also reported that you had been offered credits towards future service. You indicated that the matter was resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/11) */
December 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed...
with the Revdex.com. My attempts to reach you by phone on December 7, 8 and 10, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You expressed concern regarding receiving refurbished replacement 722 receivers and you would like brand new ones.
Unfortunately, DISH Network no longer manufactures the 722 receiver and as a result, we are unable to provide you with a new one. Our records reflect that you contacted us and agreed to upgrade your equipment to our new Hopper system.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
October 7, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You said that your credit card was debited without your authorization. You requested to have your DISH...
Network account disconnected and to receive a refund. I attempted to reach you by phone on October 4, 6 and 7, 2016. My calls were cut off after one ring so I was unable to leave any messages. Our records indicate that the only debits applied to your DISH Network account were automatic payments for service rendered. Your account was enrolled for automatic payments from its activation on October 9, 2014, and all payments made on the account, with the exception of three manual payments, were automatically debited from the credit card account you provided during your sale. Please note that DISH Network sent monthly emails to [redacted]@yahoo.com to advise you of your ebilling statement being ready and that your automatic payments were received. You removed automatic payments on September 13, 2016, and disconnected your account on September 28, 2016. Our records indicate that a balance of $104.78 for service rendered remains on your account. While we regret any inconvenience this issue may have caused, we are unable to provide a refund as all charges were for service rendered. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####