October 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On October 17, 2017, we received your correspondence, dated October 16, 2017, filed with the Revdex.com. You said that you are experiencing technical issues and the issues have not been resolved. You expressed dissatisfaction with the customer service you received. You requested that the technical issue be resolved or that you are released from your term commitment. Our records reveal that a technician visit was completed on October 18, 2017. The technician replaced the Hopper receivers. As a courtesy, I removed the balance of $156.59 from your account. When we corresponded via email on October 24, 2017, you said that the technical issues were not resolved. Per your request, I scheduled a second technician visit for October 28, 2017, between the hours of 10:00 am and noon. I requested that a Field Service Manager or Lead Technician be assigned to this job. After our conversation, you spoke with a technical support agent who rescheduled your installation for October 28, 2017, from 8:00 am to noon. Your equipment will be replaced with a Hopper 3 and five Joey receivers. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] Dear Ms. [redacted]: On April 26, 2016, we received your correspondence, dated April 25, 2016, filed with the Revdex.com. You said you didn’t authorize a credit check and you requested that the mark be removed from your credit report. I attempted to reach you at [redacted] on April 27, 2016, and May 2 and 3, 2016. I left three voice messages. You established your bundle account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Windstream Communications Inc. Under this promotion, a credit check with credit card qualification is required. I regret any confusion. I made an exception and requested that the mark be removed from your credit report. Please allow 45 days for processing. 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, 6:00 am to 2:30 pm MST [redacted]
December 30, 2016 Dear Ms. [redacted]: On December 16, 2016, we received your complaint, dated December 15, 2016, filed with the Revdex.com. You indicated that the technician who repaired your Samsung washer did not put the parts back together...
correctly. There have been missed appointments and then you were told that no one was going to repair the machine. I received notification today that the technician repaired the washer on December 22, 2016. We apologize for the inconvenience. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because: Refer to what I shared above. I am also not the only person this has been done to.
Sincerely,
[redacted]
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.
[redacted] Dear Ms. [redacted]: On April 10, 2017, we received your complaint, dated April 7, 2017, filed with the Revdex.com. You stated that you moved your DISH Network service a year ago. You were recently informed that you entered into a new two-year contractual commitment as that time. You were provided a copy of the contract and you disputed the signature. You requested that your early termination fee be waived, so you may disconnect your service without penalty. When we spoke today, I agreed to waive your early termination fee as a courtesy. We reviewed the account disconnection process and you accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
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, 2015/11/30) */
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
Tell us why here...September 9, 2016 Dear Mr. [redacted]: On August 31, 2016, we received your correspondence, dated August 30, 2016, filed with the Revdex.com. You maintain you are being billed for service even though your account has been interrupted. You...
requested the account be disconnected and that you receive a final bill for service. I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. Please know that DISH Network bills for service in advance. When your account was disconnected on August 3, 2016, a prorated credit was applied. Because you made a payment of $50.00 on August 31, 2016, the amount now due for service rendered through the disconnection date is $58.46. Because your service was disconnected prior to the promotional fulfillment date, you were billed $200.00 for the early termination fee and $10.00 for an equipment return fee. We ask that the balance of $264.46 be paid. I enclosed a copy of your September 2, 2016, bill and your signed Digital Home Advantage agreement for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-#### Enclosures (2)
Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that your price increased, that you could no longer afford service,...
and that you were not advised that you were agreeing to a 24-month commitment. When we spoke, you requested a Spanish-language callback. Mr. Carlos Barberi contacted you and explained that your monthly rate did not increase. Your monthly balance increased because your new customer promotions ended. In addition, you were receiving an additional monthly credit of $20.00 which also ended. Our records indicate that you were advised of the 24-month commitment during your sales call as part of our standard sales disclosures. Please note that you initiated your service through an independent retailer, Infinity Sales Group. Additionally, our advertisements provide for the 24-month commitment if you wish to take part in our new customer promotional rates. As our records indicate that you were aware of the 24-month commitment and that you agreed to, and received the benefits of, our Digital Home Advantage agreement, we are unable to waive your early termination fee. Per your request, enclosed is a copy of your Digital Home Advantage agreement for your records. 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 ###-###-####
March 8, 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 said that you moved and your new landlord would not allow you to install the satellite dish on the property. You said that you were told that the early termination fees would be waived. You requested that these fees be waived, so you can return the leased equipment and pay the final balance. When we spoke, I requested that you provide me with a copy of the letter you received from your landlord indicating that you were not allowed to install a satellite dish on the property. Once I receive the documentation and review it, I will follow up with you regarding 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
[redacted] Dear Ms. [redacted]: On February 15, 2018, we received your complaint, dated February 14, 2018, filed with the Revdex.com. You said that you moved and your HOA does not allow DISH Network service. As a result, you would like to cancel your service without an early termination fee. When I spoke with you on February 20, 2018, it became evident that the prohibition pertained only to the location of the satellite dish installation. Subsequently, a technician was able to successfully install the dish service at your new home. I am glad we were able to reach a positive resolution, and we look forward to having the opportunity to provide you with excellent service in the near future. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
November 30, 2017 Ms. [redacted] A. [redacted] Re: Revdex.com Complaint # [redacted]...
8[redacted] Dear Ms. [redacted]: On November 14, 2017, we received your complaint, dated November 13, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### and ###-###-#### on November 27 and 30, 2017, and on December 4, 2017, and I left three messages. I also sent an email to [redacted]@gmail.com with a request to contact me. You maintain you requested that your due date be changed to the first of the month, but it never was changed in the six months that you had service. You disputed the $420.00 early termination fee, and you expressed concern that your debit/credit card was automatically debited. You established your account under the DISH’n It Up 24-month promotion (copy enclosed) which provides authorization to automatically debit your credit/debit card for the early termination fee and unreturned equipment fees. Per our policy and procedures, an account must be current for the due date to be changed and it may take up to two billing cycles. You activated your service on April 29, 2017, with your bill cycling on the 14th of the month and due on the 27th. Per your request, your due date was changed on June 26, 2017, and the call recording reveals you were advised that your bill would still be due on the 27th but on the following bill it would change to the fourth. Your August 21, 2017, bill reflects the due date change. This is within the two billing cycles, as we advised you. A review of the initial sales call reveals that at no time was a change of your billing due date discussed. The last payment we received was on June 26, 2017, and your service was disconnected on July 29, 2017, for non-payment. Although the early termination fee is valid, I reversed the $420.00 fee and there is no balance due to DISH Network. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 29, 2016 Dear Mr. and Mrs. [redacted]: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you paid...
for service through the end of your 24-month commitment, but you were then charged more. When we spoke, I informed you that DISH Network does not offer annual payments. I advised you that I reviewed the calls on your account and I found that on two separate calls, you requested to know how much to pay for service through the end of your commitment. During each call, the agent with whom you spoke advised you that the amount was an estimate and charges for service may be more. Per your request, I disconnected your account. As I explained, since you were advised that the amount provided was just an estimate, we are unable to apply any adjustments for this issue. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 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]
Initial Business Response /* (1000, 5, 2015/05/26) */
May 22, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the...
Revdex.com.
You expressed concern with the balance of $97.41 on your account. You maintain that your service was supposed to be placed on DISH Pause because you moved and have been unable to receive the service. You said that the balance has not been removed as promised. You requested that your service be canceled.
Your service was activated on October 6, 2012, with a 24-month commitment.
A review of your account shows that it was initially placed on DISH Pause on August 29, 2013. DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause will extend the term commitment by the number of months that the service is paused.
Although DISH Pause was removed on May 30, 2014, because the allowed time frame was exceeded it was placed back on DISH Pause on the same day. DISH Pause was once again removed on March 3, 2015, when the nine-month time frame expired. At this time, your previous service charges were reinstated. Your service was paused again when you contacted us on March 25, 2015; however, your account was left with a service balance of $97.41 for services from March 3, 2015, through March 25, 2015. This balance was reversed on April 24, 2015. Please note that the billing statement that generated on May 21, 2015, reflects the credit.
When I spoke with you by phone today, I advised you that I made an exception and waived the 24-month commitment on your account. As you requested, I disconnected your service.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted], [redacted]
[redacted]
September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 13, 14 and 15, 2016, have been unsuccessful. You said that...
you requested disconnection of your DISH Network account in May 2016. However, your account was not cancelled, resulting in a bill for service you didn’t use. You asked that we credit Frontier $168.42. A review of your account reveals that you contacted us in May 2016 to inquire about our current offers. We explained what we could offer and you agreed to call back if you wanted to disconnect your service. We disconnected your account on August 8, 2016, when you called back. However, as a courtesy, we provided you with a refund of $140.00, due to the fact that we can’t transfer a credit to Frontier once you disconnect your account. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Dear Ms. [redacted]:
On December 23, 2015, we received your correspondence, dated December 22, 2015, filed with the Revdex.com.
You stated that you were not provided the programming that you were supposed to receive. Additionally, you did not receive a [redacted] movie offer. You...
indicated your service was disconnected the next day and that you continued to be charged for it. You would like this corrected and to receive a refund for the charges and non-sufficient funds fees you incurred.
My three attempts to contact you at ###-###-#### on December 23, 28 and 29, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response.
Your I Dish sales call was reviewed and it was found that the programming package and pricing were disclosed. Additionally, you authorized AutoPay for your monthly bill. We do not have a [redacted] movie offer; however, we do offer a [redacted] promotion. Our records reflect you experienced a problem receiving this offer via email, but the matter was addressed.
Your account was active until December 21, 2015. You were charged $75.00 on November 18, 2015, for your equipment and non-refundable activation fee. Our records indicate that this charge was reversed on December 28, 2015. The $130.31 payment was for the first month of service.
You contacted us on November 22, 2015, to review the terms of your contractual commitment. Again, this was disclosed during your sales call, during which you elected to receive a monthly discount for 12 months with a 24-month commitment. The current balance on your disconnected account consists of early termination and unreturned equipment fees. Once the leased equipment is returned, the unreturned equipment fees will be reversed.
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: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
Dear Mr. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You expressed further concern with the technical issues with the search function of your Hopper receiver, and with our recent price increase. DISH Network experienced a $5.00 a month increase to your basic package on January 14, 2016. As a courtesy, I applied a credit of $5.00 to your account to offset the price increase for twelve months. We appreciate your feedback regarding our Customer Service Department being informative about technical issues and estimated timeframes for resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
[redacted] Dear Ms. [redacted]: On January 25, 2017, we received your complaint, dated January 24, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. I attempted to reach you at [redacted] on January 26, 27 and 30, 2017, and I left three voicemails. In my last message, I advised you that your early termination fee was waived on January 24, 2017. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
October 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On October 17, 2017, we received your correspondence, dated October 16, 2017, filed with the Revdex.com. You said that you are experiencing technical issues and the issues have not been resolved. You expressed dissatisfaction with the customer service you received. You requested that the technical issue be resolved or that you are released from your term commitment. Our records reveal that a technician visit was completed on October 18, 2017. The technician replaced the Hopper receivers. As a courtesy, I removed the balance of $156.59 from your account. When we corresponded via email on October 24, 2017, you said that the technical issues were not resolved. Per your request, I scheduled a second technician visit for October 28, 2017, between the hours of 10:00 am and noon. I requested that a Field Service Manager or Lead Technician be assigned to this job. After our conversation, you spoke with a technical support agent who rescheduled your installation for October 28, 2017, from 8:00 am to noon. Your equipment will be replaced with a Hopper 3 and five Joey receivers. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
May 3, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 26, 2016, we received your correspondence, dated April 25, 2016, filed with the Revdex.com. You said you didn’t authorize a credit check and you requested that the mark be removed from your credit report. I attempted to reach you at [redacted] on April 27, 2016, and May 2 and 3, 2016. I left three voice messages. You established your bundle account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Windstream Communications Inc. Under this promotion, a credit check with credit card qualification is required. I regret any confusion. I made an exception and requested that the mark be removed from your credit report. Please allow 45 days for processing. 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, 6:00 am to 2:30 pm MST [redacted]
December 30, 2016 Dear Ms. [redacted]: On December 16, 2016, we received your complaint, dated December 15, 2016, filed with the Revdex.com. You indicated that the technician who repaired your Samsung washer did not put the parts back together...
correctly. There have been missed appointments and then you were told that no one was going to repair the machine. I received notification today that the technician repaired the washer on December 22, 2016. We apologize for the inconvenience. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because: Refer to what I shared above. I am also not the only person this has been done to.
Sincerely,
[redacted]
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.
April 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On April 10, 2017, we received your complaint, dated April 7, 2017, filed with the Revdex.com. You stated that you moved your DISH Network service a year ago. You were recently informed that you entered into a new two-year contractual commitment as that time. You were provided a copy of the contract and you disputed the signature. You requested that your early termination fee be waived, so you may disconnect your service without penalty. When we spoke today, I agreed to waive your early termination fee as a courtesy. We reviewed the account disconnection process and you accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
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, 2015/11/30) */
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
Tell us why here...September 9, 2016 Dear Mr. [redacted]: On August 31, 2016, we received your correspondence, dated August 30, 2016, filed with the Revdex.com. You maintain you are being billed for service even though your account has been interrupted. You...
requested the account be disconnected and that you receive a final bill for service. I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. Please know that DISH Network bills for service in advance. When your account was disconnected on August 3, 2016, a prorated credit was applied. Because you made a payment of $50.00 on August 31, 2016, the amount now due for service rendered through the disconnection date is $58.46. Because your service was disconnected prior to the promotional fulfillment date, you were billed $200.00 for the early termination fee and $10.00 for an equipment return fee. We ask that the balance of $264.46 be paid. I enclosed a copy of your September 2, 2016, bill and your signed Digital Home Advantage agreement for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-#### Enclosures (2)
Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that your price increased, that you could no longer afford service,...
and that you were not advised that you were agreeing to a 24-month commitment. When we spoke, you requested a Spanish-language callback. Mr. Carlos Barberi contacted you and explained that your monthly rate did not increase. Your monthly balance increased because your new customer promotions ended. In addition, you were receiving an additional monthly credit of $20.00 which also ended. Our records indicate that you were advised of the 24-month commitment during your sales call as part of our standard sales disclosures. Please note that you initiated your service through an independent retailer, Infinity Sales Group. Additionally, our advertisements provide for the 24-month commitment if you wish to take part in our new customer promotional rates. As our records indicate that you were aware of the 24-month commitment and that you agreed to, and received the benefits of, our Digital Home Advantage agreement, we are unable to waive your early termination fee. Per your request, enclosed is a copy of your Digital Home Advantage agreement for your records. 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 ###-###-####
March 8, 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 said that you moved and your new landlord would not allow you to install the satellite dish on the property. You said that you were told that the early termination fees would be waived. You requested that these fees be waived, so you can return the leased equipment and pay the final balance. When we spoke, I requested that you provide me with a copy of the letter you received from your landlord indicating that you were not allowed to install a satellite dish on the property. Once I receive the documentation and review it, I will follow up with you regarding 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
March 1, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 15, 2018, we received your complaint, dated February 14, 2018, filed with the Revdex.com. You said that you moved and your HOA does not allow DISH Network service. As a result, you would like to cancel your service without an early termination fee. When I spoke with you on February 20, 2018, it became evident that the prohibition pertained only to the location of the satellite dish installation. Subsequently, a technician was able to successfully install the dish service at your new home. I am glad we were able to reach a positive resolution, and we look forward to having the opportunity to provide you with excellent service in the near future. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
November 30, 2017 Ms. [redacted] A. [redacted] Re: Revdex.com Complaint # [redacted]...
8[redacted] Dear Ms. [redacted]: On November 14, 2017, we received your complaint, dated November 13, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### and ###-###-#### on November 27 and 30, 2017, and on December 4, 2017, and I left three messages. I also sent an email to [redacted]@gmail.com with a request to contact me. You maintain you requested that your due date be changed to the first of the month, but it never was changed in the six months that you had service. You disputed the $420.00 early termination fee, and you expressed concern that your debit/credit card was automatically debited. You established your account under the DISH’n It Up 24-month promotion (copy enclosed) which provides authorization to automatically debit your credit/debit card for the early termination fee and unreturned equipment fees. Per our policy and procedures, an account must be current for the due date to be changed and it may take up to two billing cycles. You activated your service on April 29, 2017, with your bill cycling on the 14th of the month and due on the 27th. Per your request, your due date was changed on June 26, 2017, and the call recording reveals you were advised that your bill would still be due on the 27th but on the following bill it would change to the fourth. Your August 21, 2017, bill reflects the due date change. This is within the two billing cycles, as we advised you. A review of the initial sales call reveals that at no time was a change of your billing due date discussed. The last payment we received was on June 26, 2017, and your service was disconnected on July 29, 2017, for non-payment. Although the early termination fee is valid, I reversed the $420.00 fee and there is no balance due to DISH Network. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 29, 2016 Dear Mr. and Mrs. [redacted]: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You said that you paid...
for service through the end of your 24-month commitment, but you were then charged more. When we spoke, I informed you that DISH Network does not offer annual payments. I advised you that I reviewed the calls on your account and I found that on two separate calls, you requested to know how much to pay for service through the end of your commitment. During each call, the agent with whom you spoke advised you that the amount was an estimate and charges for service may be more. Per your request, I disconnected your account. As I explained, since you were advised that the amount provided was just an estimate, we are unable to apply any adjustments for this issue. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 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]
Initial Business Response /* (1000, 5, 2015/05/26) */
May 22, 2015
Ms. [redacted]
[redacted] Dr.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the...
Revdex.com.
You expressed concern with the balance of $97.41 on your account. You maintain that your service was supposed to be placed on DISH Pause because you moved and have been unable to receive the service. You said that the balance has not been removed as promised. You requested that your service be canceled.
Your service was activated on October 6, 2012, with a 24-month commitment.
A review of your account shows that it was initially placed on DISH Pause on August 29, 2013. DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause will extend the term commitment by the number of months that the service is paused.
Although DISH Pause was removed on May 30, 2014, because the allowed time frame was exceeded it was placed back on DISH Pause on the same day. DISH Pause was once again removed on March 3, 2015, when the nine-month time frame expired. At this time, your previous service charges were reinstated. Your service was paused again when you contacted us on March 25, 2015; however, your account was left with a service balance of $97.41 for services from March 3, 2015, through March 25, 2015. This balance was reversed on April 24, 2015. Please note that the billing statement that generated on May 21, 2015, reflects the credit.
When I spoke with you by phone today, I advised you that I made an exception and waived the 24-month commitment on your account. As you requested, I disconnected your service.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted], [redacted]
[redacted]
September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 13, 14 and 15, 2016, have been unsuccessful. You said that...
you requested disconnection of your DISH Network account in May 2016. However, your account was not cancelled, resulting in a bill for service you didn’t use. You asked that we credit Frontier $168.42. A review of your account reveals that you contacted us in May 2016 to inquire about our current offers. We explained what we could offer and you agreed to call back if you wanted to disconnect your service. We disconnected your account on August 8, 2016, when you called back. However, as a courtesy, we provided you with a refund of $140.00, due to the fact that we can’t transfer a credit to Frontier once you disconnect your account. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Dear Ms. [redacted]:
On December 23, 2015, we received your correspondence, dated December 22, 2015, filed with the Revdex.com.
You stated that you were not provided the programming that you were supposed to receive. Additionally, you did not receive a [redacted] movie offer. You...
indicated your service was disconnected the next day and that you continued to be charged for it. You would like this corrected and to receive a refund for the charges and non-sufficient funds fees you incurred.
My three attempts to contact you at ###-###-#### on December 23, 28 and 29, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response.
Your I Dish sales call was reviewed and it was found that the programming package and pricing were disclosed. Additionally, you authorized AutoPay for your monthly bill. We do not have a [redacted] movie offer; however, we do offer a [redacted] promotion. Our records reflect you experienced a problem receiving this offer via email, but the matter was addressed.
Your account was active until December 21, 2015. You were charged $75.00 on November 18, 2015, for your equipment and non-refundable activation fee. Our records indicate that this charge was reversed on December 28, 2015. The $130.31 payment was for the first month of service.
You contacted us on November 22, 2015, to review the terms of your contractual commitment. Again, this was disclosed during your sales call, during which you elected to receive a monthly discount for 12 months with a 24-month commitment. The current balance on your disconnected account consists of early termination and unreturned equipment fees. Once the leased equipment is returned, the unreturned equipment fees will be reversed.
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: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
Dear Mr. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You expressed further concern with the technical issues with the search function of your Hopper receiver, and with our recent price increase. DISH Network experienced a $5.00 a month increase to your basic package on January 14, 2016. As a courtesy, I applied a credit of $5.00 to your account to offset the price increase for twelve months. We appreciate your feedback regarding our Customer Service Department being informative about technical issues and estimated timeframes for resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
January 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On January 25, 2017, we received your complaint, dated January 24, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. I attempted to reach you at [redacted] on January 26, 27 and 30, 2017, and I left three voicemails. In my last message, I advised you that your early termination fee was waived on January 24, 2017. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]