Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com. You indicated that you are a victim of identity theft and you requested that the related information be removed from your credit report. You said that we could not provide you with information regarding the DISH Network account you are referring to, and you expressed concern with the customer service you received. This issue was addressed through the Federal Communications Commission. I spoke with you on March 24, 2016, and informed you that in order to resolve this matter, you must file an ID Theft Affidavit. You stated that you did not want to file one at this time. Enclosed is a copy of that correspondence for your review. With regard to the request for information on a DISH Network account, pursuant to EchoStar Satellite LLC privacy requirements, our corporate business rules necessitate that we obtain a subpoena, court order or search warrant executed by an attorney or judge in order to provide any former or current customer information. Further, in order to research a request with regard to a current or former customer, we need any one or a combination of the following pieces of information: complete address with zip code, telephone number, Social Security Number, or a correct account number beginning with “8255” (for a total of 16 digits). If this matter is an identity theft or credit card fraud matter, we will need the full credit card or bank account number and the name of the banking institution in order to initiate our investigation. You may forward a subpoena, court order or search warrant via mail to the following address: EchoStar Satellite LLC PO Box 6655 Englewood, CO 80155 Attn: Subpoena Request You may also simply fax the subpoena request directly to [redacted], Attn: Subpoena Request. Please note that you may expect a response to your request within three to four weeks from receipt. We regret that your experience with our customer service representatives was discouraging, and we thank you for bringing this to our attention. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT March 24, 2016 Ms. [redacted] [redacted] Re: FCC Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 18, 2016, we received your complaint, dated March 17, 2016, filed with the Federal Communications Commission. When I spoke with you by telephone today, I informed you that to resolve this matter, you must file an ID Theft Affidavit. I have enclosed a copy for you. In addition, you will need to contact all three major credit bureaus (Equifax, Experian and Trans Union) to place a fraud alert on your credit file: Equifax Trans Union Experian PO Box 740241 PO Box 1000 PO Box 2002 Atlanta, GA 30374 Chester, PA 19022 Allen, TX 75013 888.259.2689 800.916.8800 888.397.3742 www.equifax.com www.tuc.com www.experian.com Once you have the required signed FTC affidavit and any other supporting documentation, it should be sent to the DISH Network Identity Theft Verification Team. This team will not start the investigation process until they receive it. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (1000, 5, 2015/04/30) */
April 29, 2015
Mr. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You said that your DISH Network account was not disconnected when you requested it to be. You said that you were charged for service you did not receive and requested a refund for those charges plus late fees applied by Century Link.
When I spoke with Mrs. [redacted], I advised her that I had submitted a $246.56 refund for you. This amount consists of the charges you incurred from the time you called to request disconnection to the actual disconnection date.
As DISH Network was not made aware of this issue until April 23, 2015, I am unable to provide reimbursement for late fees charged by Century Link.
We sincerely regret any confusion or inconvenience this issue may have caused. We appreciate your feedback concerning your experience and it will be used to improve our handling of such situations in the future.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Centurylink stopped dish billing on my account in April 2015. Today I was informed by centurylink that stop would prevent credits from dish from being processed and from past experience centurylink said dish would sent refund check to customer then they pay centurylink. Please advise where the $246 is at and when can expectb it and expedite refund so it can be sent to century link.
Final Business Response /* (4000, 10, 2015/05/15) */
May 13, 2015
Mr. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 11, 2015, we received your rebuttal, dated May 8, 2015, filed with the Revdex.com.
You asked about your refund of $246.56.
I attempted to reach you at ([redacted]-[redacted] on May 11, 12, and 13, 2015, and I left three voicemails.
In my message, I advised you that your refund check was issued on April 30, 2015.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 6, 2017 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On January 5, 2017, we received your rebuttal, dated December 30, 2016, filed with the Revdex.com. You disputed my previous response regarding your purchased receiver. You stated that you were provided with return shipping materials and you returned a receiver. In my response, I referred to the purchased [redacted], which has not been returned. The leased [redacted] was returned and removed from your disconnected account. 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: 2:45 pm to11:15 pm MDT, **N-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
September 2, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 27, 2015, we received your correspondence, dated August 26, 2015,...
filed with the Revdex.com.
You stated that you recently received a collection notice regarding a $420.53 balance owed to DISH Network. Your account was disconnected in December 2013. You completed your contract and returned your leased equipment. You requested that this collection be resolved and removed from your credit report.
When we spoke on August 27, 2015, I agreed to remove the leased equipment from your account and resolve the $420.53 balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. 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,
[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
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On February 25, 2016, we received your correspondence, dated February 23, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network TV service and dishNET satellite internet service, you explained your internet usage requirements. You were assured that the 10 GB package for the satellite internet service would meet your family’s needs. This has not been the case and this led you to disconnect your account before completing your contractual commitments. You feel that you were provided incorrect information when you purchased the service and you requested that you receive a discount on your disconnection fees. In our February 25, 2016, email correspondence, I agreed to waive the internet early termination fee. You accepted this resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be investigated. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because I cannot issue a subpeona without filing a law suit. They allege a contract by verbal agreement, and are insisting that I honor the contract, but refuse to provide me with a copy of the recorded agreement. While a company has no duty to provide a recording normally, when it is the basis for a legal obligation, there is a duty to provide it without the necessity of filing a lawsuit. If the recordings are not produced, I may have to file a lawsuit just to get them, and Dish Network should have to pay my attorney fees, regardless of the outcome of that suit.
Sincerely,[redacted], Attorney for
[redacted]
June 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 23, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You disputed the $100.00 Move-In Deal fee and the $99.99 installation fee applied to your DISH Network account. When we spoke, I advised you that a review of your calls scheduling your Move-In Deal revealed that you were aware of the $100.00 fee. Additionally, Mrs. [redacted] signed the enclosed receipt indicating that she was aware of, and agreed to, the $99.99 fee for installing the TV on a stand. As a courtesy, I waived the $99.99 fee, but the $100.00 Move-In Deal fee is valid. Please note that our advertisements provide that if your account is active for less than a year or it has been less than a year since your last Move-In Deal, fees may apply. 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] Enclosure
Initial Business Response /* (1000, 6, 2015/12/29) */
December 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 22, 2015, we received your complaint, dated December 21, 2015,...
filed with the Revdex.com.
You expressed concern with the balance on your account for unreturned equipment. You stated that you moved and no longer have the equipment. You also maintain that you were told that you did not have to return the equipment and your account had a zero balance. Furthermore, you mentioned that your service was not canceled as you requested.
Our records show that you accepted placing your service on DISH Pause on January 14, 2015. DISH Pause was removed on October 15, 2015, because the allowed time frame of nine months was exceeded.
When you contacted us on October 15, 2015, to disconnect your service, a review of the recorded call found that you were told that a box for the return of the leased equipment would be sent to your home. The agent indicated that we showed one leased receiver on your account that was required to be returned within 30 days. I also enclosed a copy of your DISH'n It Up agreement, wherein it discloses that the equipment provided is leased and is required to be returned upon disconnection of your service.
Since the equipment was not received, you were charged an unreturned receiver fee of $249.00 and an unreturned LNBF (eyepiece on the satellite dish) fee of $49.00. As a courtesy, I waived the LNBF fee.
When I spoke with you by phone on December 22, 2015, I advised you that the remaining balance of $262.69 is valid.
After further review of your account, I made an exception and removed the unreturned receiver fee, leaving your account with a zero balance.
Please be advised that once service is canceled, your online DISH Network account is deactivated.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2016/01/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative that called on this complaint completely surprised me. After talking to her on the phone I thought we would have to pay for the unreturned equipment (even though we had closed the account). A few days later I checked my email and I had an email from DISH (the representative that I had talked to). The charges were taken off of my bill and the balance was again zero. I called DISH to verify that the account was at a zero balance and it is. Thank you very much [redacted]!
[redacted]
[redacted]
* Dear Mr. [redacted]: On April 13, 2017, we received your complaint, dated April 12, 2017, filed with the Revdex.com. You maintain you are not receiving the promotional discounts that were promised when you established your service through [redacted]. You disputed the early termination fee to disconnect your service. Your service was activated on January 24, 2017, with a 24-month commitment. Please be advised that [redacted] is an independent company. Your bill included the Flex Pack ($34.99), Locals ($10.00), a Hopper DVR service fee ($15.00) and a Wireless Joey receiver fee ($7.00). Since you enrolled in eAutoPay, you received a monthly $5.00 discount. This reduced your monthly rate from $69.49 to $64.49. Your service was disconnected on April 12, 2017. Since your term commitment was not fulfilled, an early termination fee of $440.00 was applied to your account. However, the fee was reversed when your service was restarted on the same day. At that time, your programming was changed to the Welcome Pack ($19.99), making your total monthly rate $44.32 (including the Hopper DVR service fee and the Wireless Joey receiver fee). You were also provided with [redacted] for 12 months free, [redacted] for six months free, and the following programming packages for three months free: · Outdoor Pack · Heartland · [redacted] · DISH Movie Pack · [redacted] · [redacted] Please be advised that these programming packages will automatically be removed when the free trial ends. When I spoke with you by phone on April 20, 2017, I advised you that I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Dear Mr. [redacted]: On September 26, 2017, we received your correspondence, dated September 25, 2017, filed with the Revdex.com. You expressed concern that you were unable to disconnect your service. During our email correspondence, I informed you that for security reasons our agents are required to verify the account with the caller prior to making any changes. When you called on September 22, 2017, as you are not listed as the account holder and you were unable to verify the security information, your disconnection request could not be processed. I canceled the service on September 27, 2017, and I applied a credit of $32.66 to your account. This credit is for the service charged from September 22, 2017. I also reversed the two $12.00 equipment return fees. The balance due for service rendered is $71.99. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH Network. I provided you with our warehouse address: [redacted] You informed me that you are unable to return the equipment until October 22, 2017. Please note that unreturned equipment fees will apply 30 days from the disconnection date. I will monitor your account. 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]
December 11, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 9, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.com.
My attempts to...
contact you by phone at [redacted] on December 9, 10 and 11, 2015, were unsuccessful; however, I left three messages.
You maintain that the 24-month commitment for an equipment upgrade was added to your account without notification. You would like to be released from both term commitments.
Your service was activated on August 26, 2013, with a 24-month commitment through our DISH'n It Up promotion. Since your service was placed on DISH Pause from August 11, 2014, through May 12, 2015, the commitment was extended to May 25, 2016.
A second 24-month commitment was added on May 17, 2015, when your equipment was upgraded through our DISH'n It Up promotion.
When a technician was sent to your home on May 17, 2015, to relocate the service, he found that there was not a receiver to connect to your television because you had previously returned the equipment. As a result, a service order was created to provide the required equipment. A review of the customer service call recording found that our agent requested to speak with you and told you that the upgrade would entail a new term commitment. Enclosed is a copy of your 24-month agreement.
We are unable to honor your request to waive the term commitments. An early termination fee will apply if you choose to disconnect your service.
You also indicated that you were charged for the installation and a surge protector without notification. Our records show that this matter was previously resolved. The technician visit ($95.00), leased receiver ($100.00), and surge protector ($29.00) charges were reversed on May 18, 2015, and June 18, 2015.
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]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 9, 2015/11/24) */
November 20, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 18, 2015, we received your complaint, dated November 17, 2015, filed...
with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on November 18, 19 and 20, 2015, were unsuccessful, and there was no option to leave a message.
You indicated that you have not received a refund for the canceled DISH Network service order.
Our records reveal that the service order was canceled on November 12, 2015, because our technician was unable to obtain a signal. A refund of $50.00 was submitted to your credit card account on the same day. The refund was completed and applied to your credit card account on November 16, 2015.
While we regret that we were unable to provide service at the requested location, we are unable to honor your request for 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
November 7, 2016 Dear Mr. [redacted]: On November 1, 2016, we received your complaint, dated October 30, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you...
canceled your service because your local channels were removed. You also stated that you received a letter stating that you were released from your term commitment. You would like the balance removed from your account and collections. Your service was activated on May 17, 2016, with a 24-month commitment. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Unfortunately, an agreement is not always reached with the programming providers during our negotiations and this may sometimes impact our customers. Please be advised that the local channels in question were restored. Your service was disconnected on August 26, 2016. At that time, your account was left with an unpaid service balance of $141.55. Since your term commitment was not fulfilled, an early termination fee of $420.00 was applied to your account. You were also charged two $10.00 equipment return fees. Our records confirm that while we were unable to locate a copy of your 24-month agreement, the promotional fees were still applied to your account. When I spoke with you by phone on November 4, 2016, I advised you that I removed the early termination and equipment return fees from your account. I also made an exception and reversed the service charges, leaving a zero balance. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. We apologize for any inconvenience this issue may have caused. 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
Complaint: [redacted]
I am rejecting this response because: They have an 803 that is constantly being projected on my televisionscreen. The response that was given by the CS people indicated that Dish Network had a "hold" on myaccount to decline payments from my checking acct. As for some promotion, this is the first I have heardof. I had memos coming from this organization. Truth in lending???? Unheard of.
Sincerely,
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You said that when you agreed to the bundle account with TV, phone and internet, you were told your monthly rate would be $99.00. You state that you were never billed the quoted rate and you closed your account. You expressed concern that you did not receive a bill with the charge details. You want the balance waived, the collections efforts to cease, and the debt not be reported to your credit file. When we spoke, I advised you that dishNET Wireline has never offered a bundle with TV, phone and internet for $99.00. Our records reflect that you were released from your contract due to the fact that we didn’t have your signed contract on file. Enclosed you will find copies of your March, April and May 2013 billing statements. The March 19, 2013, statement was sent when your account was still active. The April 19, 2013, billing statements reflects the credits you received after closing your account. The May 15, 2013, statements reflects a $2.05 late fee. 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]
*
[redacted]: On January 4, 2016, we received your complaint, dated December 31, 2015, filed with the Revdex.com. You said that you were told you would receive the Mundo Max channel as part of your package. In addition, you were advised that the internet service would support streaming services. Because you are not satisfied with the service, you would like to disconnect without penalty. Ms. [redacted], DISH Network Dispute Resolution Specialist, contacted you by phone on January 6, 2016, to discuss your concerns. She has agreed to release you from your TV and internet commitments. You said that you will call her back when you are ready to close 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 ###-###-#### [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
December 17, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####179
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You said...
you are experiencing technical issues with the Hopper Sling receiver and you requested that it be replaced with a Hopper without Sling.
A review of your account shows that on October 30, 2015, a technician determined that the Hopper Sling equipment was working properly and that the technical issues were caused by the internet service. In an attempt to resolve this matter, we replaced the equipment with another Hopper Sling on November 15, 2015.
When we spoke today, I advised you that DISH Network is unable to provide an equipment exchange for a Hopper with no Sling, as there is no equipment available.
Per your request, your service is scheduled to be disconnected on December 27, 2015. I made an exception and submitted a refund for $157.47. Please allow five business days for processing. This refund is for the last payment collected for programming.
I apologize for any inconvenience you may have experienced. Your concerns will be addressed internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: there were channels taken away several representatives have admitted to this and apologized for this so your information is inaccurate. When I asked about this you claimed I either wasn't being accurate or it was due to "technical".. Which is not true.. Your company has also refused to cooperate with me in regards to this matter as well as trying to charge me bogus fees due to "unreturned equipment" how do do receive one Item and not others when they were all in the same exact box...
Sincerely,
[redacted]
Initial Business Response /* (1000, 7, 2015/11/02) */
October 22, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On October 22, 2015, we received your complaint, dated October 21, 2015, filed with the Better Business...
Bureau.
You maintain that DISH Network service was installed on your property without your permission. You requested removal of the equipment.
Unfortunately, DISH Network will be unable to assist you with your request as this is a landlord/ tenant issue. When a customer sets up new service or moves existing service, they are asked if they rent or own. If a customer advises us that they rent, they are asked to obtain landlord permission before the technician arrives so that they (the customer) can advise the technician what can or cannot be done to the home. In addition, the customer is required to sign a service agreement which states, by signing this agreement, they have obtained permission from the landlord.
We appreciate your suggestion regarding our 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
January 5, 2017 Dear Mr. [redacted]: On January 5, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.com. You maintain that you were told that adding a receiver to your account would not involve a new 24-month commitment. You also disputed the signature on the signed agreement I sent you. As I advised you when we spoke, I was unable to pull a recording of your call. However, our records indicate that you were provided our standard disclosures, which include the provision for a new 24-month commitment. You advised me that Mrs. [redacted] signed your DISH’n It Up agreement, as she was present when the technician finished installing the receiver. As our records indicate that you were advised of, and agreed to, the 24-month commitment, we are unable to waive the early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####
March 31, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com. You indicated that you are a victim of identity theft and you requested that the related information be removed from your credit report. You said that we could not provide you with information regarding the DISH Network account you are referring to, and you expressed concern with the customer service you received. This issue was addressed through the Federal Communications Commission. I spoke with you on March 24, 2016, and informed you that in order to resolve this matter, you must file an ID Theft Affidavit. You stated that you did not want to file one at this time. Enclosed is a copy of that correspondence for your review. With regard to the request for information on a DISH Network account, pursuant to EchoStar Satellite LLC privacy requirements, our corporate business rules necessitate that we obtain a subpoena, court order or search warrant executed by an attorney or judge in order to provide any former or current customer information. Further, in order to research a request with regard to a current or former customer, we need any one or a combination of the following pieces of information: complete address with zip code, telephone number, Social Security Number, or a correct account number beginning with “8255” (for a total of 16 digits). If this matter is an identity theft or credit card fraud matter, we will need the full credit card or bank account number and the name of the banking institution in order to initiate our investigation. You may forward a subpoena, court order or search warrant via mail to the following address: EchoStar Satellite LLC PO Box 6655 Englewood, CO 80155 Attn: Subpoena Request You may also simply fax the subpoena request directly to [redacted], Attn: Subpoena Request. Please note that you may expect a response to your request within three to four weeks from receipt. We regret that your experience with our customer service representatives was discouraging, and we thank you for bringing this to our attention. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT March 24, 2016 Ms. [redacted] [redacted] Re: FCC Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 18, 2016, we received your complaint, dated March 17, 2016, filed with the Federal Communications Commission. When I spoke with you by telephone today, I informed you that to resolve this matter, you must file an ID Theft Affidavit. I have enclosed a copy for you. In addition, you will need to contact all three major credit bureaus (Equifax, Experian and Trans Union) to place a fraud alert on your credit file: Equifax Trans Union Experian PO Box 740241 PO Box 1000 PO Box 2002 Atlanta, GA 30374 Chester, PA 19022 Allen, TX 75013 888.259.2689 800.916.8800 888.397.3742 www.equifax.com www.tuc.com www.experian.com Once you have the required signed FTC affidavit and any other supporting documentation, it should be sent to the DISH Network Identity Theft Verification Team. This team will not start the investigation process until they receive it. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (1000, 5, 2015/04/30) */
April 29, 2015
Mr. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You said that your DISH Network account was not disconnected when you requested it to be. You said that you were charged for service you did not receive and requested a refund for those charges plus late fees applied by Century Link.
When I spoke with Mrs. [redacted], I advised her that I had submitted a $246.56 refund for you. This amount consists of the charges you incurred from the time you called to request disconnection to the actual disconnection date.
As DISH Network was not made aware of this issue until April 23, 2015, I am unable to provide reimbursement for late fees charged by Century Link.
We sincerely regret any confusion or inconvenience this issue may have caused. We appreciate your feedback concerning your experience and it will be used to improve our handling of such situations in the future.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Centurylink stopped dish billing on my account in April 2015. Today I was informed by centurylink that stop would prevent credits from dish from being processed and from past experience centurylink said dish would sent refund check to customer then they pay centurylink. Please advise where the $246 is at and when can expectb it and expedite refund so it can be sent to century link.
Final Business Response /* (4000, 10, 2015/05/15) */
May 13, 2015
Mr. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Mr. [redacted]:
On May 11, 2015, we received your rebuttal, dated May 8, 2015, filed with the Revdex.com.
You asked about your refund of $246.56.
I attempted to reach you at ([redacted]-[redacted] on May 11, 12, and 13, 2015, and I left three voicemails.
In my message, I advised you that your refund check was issued on April 30, 2015.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 6, 2017 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On January 5, 2017, we received your rebuttal, dated December 30, 2016, filed with the Revdex.com. You disputed my previous response regarding your purchased receiver. You stated that you were provided with return shipping materials and you returned a receiver. In my response, I referred to the purchased [redacted], which has not been returned. The leased [redacted] was returned and removed from your disconnected account. 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: 2:45 pm to11:15 pm MDT, **N-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
September 2, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 27, 2015, we received your correspondence, dated August 26, 2015,...
filed with the Revdex.com.
You stated that you recently received a collection notice regarding a $420.53 balance owed to DISH Network. Your account was disconnected in December 2013. You completed your contract and returned your leased equipment. You requested that this collection be resolved and removed from your credit report.
When we spoke on August 27, 2015, I agreed to remove the leased equipment from your account and resolve the $420.53 balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. 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,
[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
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 26, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On February 25, 2016, we received your correspondence, dated February 23, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network TV service and dishNET satellite internet service, you explained your internet usage requirements. You were assured that the 10 GB package for the satellite internet service would meet your family’s needs. This has not been the case and this led you to disconnect your account before completing your contractual commitments. You feel that you were provided incorrect information when you purchased the service and you requested that you receive a discount on your disconnection fees. In our February 25, 2016, email correspondence, I agreed to waive the internet early termination fee. You accepted this resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be investigated. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because I cannot issue a subpeona without filing a law suit. They allege a contract by verbal agreement, and are insisting that I honor the contract, but refuse to provide me with a copy of the recorded agreement. While a company has no duty to provide a recording normally, when it is the basis for a legal obligation, there is a duty to provide it without the necessity of filing a lawsuit. If the recordings are not produced, I may have to file a lawsuit just to get them, and Dish Network should have to pay my attorney fees, regardless of the outcome of that suit.
Sincerely,[redacted], Attorney for
[redacted]
June 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 23, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You disputed the $100.00 Move-In Deal fee and the $99.99 installation fee applied to your DISH Network account. When we spoke, I advised you that a review of your calls scheduling your Move-In Deal revealed that you were aware of the $100.00 fee. Additionally, Mrs. [redacted] signed the enclosed receipt indicating that she was aware of, and agreed to, the $99.99 fee for installing the TV on a stand. As a courtesy, I waived the $99.99 fee, but the $100.00 Move-In Deal fee is valid. Please note that our advertisements provide that if your account is active for less than a year or it has been less than a year since your last Move-In Deal, fees may apply. 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] Enclosure
Initial Business Response /* (1000, 6, 2015/12/29) */
December 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 22, 2015, we received your complaint, dated December 21, 2015,...
filed with the Revdex.com.
You expressed concern with the balance on your account for unreturned equipment. You stated that you moved and no longer have the equipment. You also maintain that you were told that you did not have to return the equipment and your account had a zero balance. Furthermore, you mentioned that your service was not canceled as you requested.
Our records show that you accepted placing your service on DISH Pause on January 14, 2015. DISH Pause was removed on October 15, 2015, because the allowed time frame of nine months was exceeded.
When you contacted us on October 15, 2015, to disconnect your service, a review of the recorded call found that you were told that a box for the return of the leased equipment would be sent to your home. The agent indicated that we showed one leased receiver on your account that was required to be returned within 30 days. I also enclosed a copy of your DISH'n It Up agreement, wherein it discloses that the equipment provided is leased and is required to be returned upon disconnection of your service.
Since the equipment was not received, you were charged an unreturned receiver fee of $249.00 and an unreturned LNBF (eyepiece on the satellite dish) fee of $49.00. As a courtesy, I waived the LNBF fee.
When I spoke with you by phone on December 22, 2015, I advised you that the remaining balance of $262.69 is valid.
After further review of your account, I made an exception and removed the unreturned receiver fee, leaving your account with a zero balance.
Please be advised that once service is canceled, your online DISH Network account is deactivated.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2016/01/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative that called on this complaint completely surprised me. After talking to her on the phone I thought we would have to pay for the unreturned equipment (even though we had closed the account). A few days later I checked my email and I had an email from DISH (the representative that I had talked to). The charges were taken off of my bill and the balance was again zero. I called DISH to verify that the account was at a zero balance and it is. Thank you very much [redacted]!
April 25, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted]
* Dear Mr. [redacted]: On April 13, 2017, we received your complaint, dated April 12, 2017, filed with the Revdex.com. You maintain you are not receiving the promotional discounts that were promised when you established your service through [redacted]. You disputed the early termination fee to disconnect your service. Your service was activated on January 24, 2017, with a 24-month commitment. Please be advised that [redacted] is an independent company. Your bill included the Flex Pack ($34.99), Locals ($10.00), a Hopper DVR service fee ($15.00) and a Wireless Joey receiver fee ($7.00). Since you enrolled in eAutoPay, you received a monthly $5.00 discount. This reduced your monthly rate from $69.49 to $64.49. Your service was disconnected on April 12, 2017. Since your term commitment was not fulfilled, an early termination fee of $440.00 was applied to your account. However, the fee was reversed when your service was restarted on the same day. At that time, your programming was changed to the Welcome Pack ($19.99), making your total monthly rate $44.32 (including the Hopper DVR service fee and the Wireless Joey receiver fee). You were also provided with [redacted] for 12 months free, [redacted] for six months free, and the following programming packages for three months free: · Outdoor Pack · Heartland · [redacted] · DISH Movie Pack · [redacted] · [redacted] Please be advised that these programming packages will automatically be removed when the free trial ends. When I spoke with you by phone on April 20, 2017, I advised you that I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
September 28, 2017 [redacted] *
[redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear Mr. [redacted]: On September 26, 2017, we received your correspondence, dated September 25, 2017, filed with the Revdex.com. You expressed concern that you were unable to disconnect your service. During our email correspondence, I informed you that for security reasons our agents are required to verify the account with the caller prior to making any changes. When you called on September 22, 2017, as you are not listed as the account holder and you were unable to verify the security information, your disconnection request could not be processed. I canceled the service on September 27, 2017, and I applied a credit of $32.66 to your account. This credit is for the service charged from September 22, 2017. I also reversed the two $12.00 equipment return fees. The balance due for service rendered is $71.99. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH Network. I provided you with our warehouse address: [redacted] You informed me that you are unable to return the equipment until October 22, 2017. Please note that unreturned equipment fees will apply 30 days from the disconnection date. I will monitor your account. 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]
December 11, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 9, 2015, we received your complaint, dated December 8, 2015, filed with the Revdex.com.
My attempts to...
contact you by phone at [redacted] on December 9, 10 and 11, 2015, were unsuccessful; however, I left three messages.
You maintain that the 24-month commitment for an equipment upgrade was added to your account without notification. You would like to be released from both term commitments.
Your service was activated on August 26, 2013, with a 24-month commitment through our DISH'n It Up promotion. Since your service was placed on DISH Pause from August 11, 2014, through May 12, 2015, the commitment was extended to May 25, 2016.
A second 24-month commitment was added on May 17, 2015, when your equipment was upgraded through our DISH'n It Up promotion.
When a technician was sent to your home on May 17, 2015, to relocate the service, he found that there was not a receiver to connect to your television because you had previously returned the equipment. As a result, a service order was created to provide the required equipment. A review of the customer service call recording found that our agent requested to speak with you and told you that the upgrade would entail a new term commitment. Enclosed is a copy of your 24-month agreement.
We are unable to honor your request to waive the term commitments. An early termination fee will apply if you choose to disconnect your service.
You also indicated that you were charged for the installation and a surge protector without notification. Our records show that this matter was previously resolved. The technician visit ($95.00), leased receiver ($100.00), and surge protector ($29.00) charges were reversed on May 18, 2015, and June 18, 2015.
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]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 9, 2015/11/24) */
November 20, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 18, 2015, we received your complaint, dated November 17, 2015, filed...
with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on November 18, 19 and 20, 2015, were unsuccessful, and there was no option to leave a message.
You indicated that you have not received a refund for the canceled DISH Network service order.
Our records reveal that the service order was canceled on November 12, 2015, because our technician was unable to obtain a signal. A refund of $50.00 was submitted to your credit card account on the same day. The refund was completed and applied to your credit card account on November 16, 2015.
While we regret that we were unable to provide service at the requested location, we are unable to honor your request for 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
November 7, 2016 Dear Mr. [redacted]: On November 1, 2016, we received your complaint, dated October 30, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You indicated that you...
canceled your service because your local channels were removed. You also stated that you received a letter stating that you were released from your term commitment. You would like the balance removed from your account and collections. Your service was activated on May 17, 2016, with a 24-month commitment. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. Unfortunately, an agreement is not always reached with the programming providers during our negotiations and this may sometimes impact our customers. Please be advised that the local channels in question were restored. Your service was disconnected on August 26, 2016. At that time, your account was left with an unpaid service balance of $141.55. Since your term commitment was not fulfilled, an early termination fee of $420.00 was applied to your account. You were also charged two $10.00 equipment return fees. Our records confirm that while we were unable to locate a copy of your 24-month agreement, the promotional fees were still applied to your account. When I spoke with you by phone on November 4, 2016, I advised you that I removed the early termination and equipment return fees from your account. I also made an exception and reversed the service charges, leaving a zero balance. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. We apologize for any inconvenience this issue may have caused. 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
Complaint: [redacted]
I am rejecting this response because: They have an 803 that is constantly being projected on my televisionscreen. The response that was given by the CS people indicated that Dish Network had a "hold" on myaccount to decline payments from my checking acct. As for some promotion, this is the first I have heardof. I had memos coming from this organization. Truth in lending???? Unheard of.
Sincerely,
[redacted]
March 30, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You said that when you agreed to the bundle account with TV, phone and internet, you were told your monthly rate would be $99.00. You state that you were never billed the quoted rate and you closed your account. You expressed concern that you did not receive a bill with the charge details. You want the balance waived, the collections efforts to cease, and the debt not be reported to your credit file. When we spoke, I advised you that dishNET Wireline has never offered a bundle with TV, phone and internet for $99.00. Our records reflect that you were released from your contract due to the fact that we didn’t have your signed contract on file. Enclosed you will find copies of your March, April and May 2013 billing statements. The March 19, 2013, statement was sent when your account was still active. The April 19, 2013, billing statements reflects the credits you received after closing your account. The May 15, 2013, statements reflects a $2.05 late fee. 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]
*
[redacted]
*
*
*
[redacted]
[redacted]
[redacted] [redacted]
*
[redacted] [redacted]
[redacted] Dear Ms....
[redacted]: On January 4, 2016, we received your complaint, dated December 31, 2015, filed with the Revdex.com. You said that you were told you would receive the Mundo Max channel as part of your package. In addition, you were advised that the internet service would support streaming services. Because you are not satisfied with the service, you would like to disconnect without penalty. Ms. [redacted], DISH Network Dispute Resolution Specialist, contacted you by phone on January 6, 2016, to discuss your concerns. She has agreed to release you from your TV and internet commitments. You said that you will call her back when you are ready to close 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 ###-###-#### [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
December 17, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####179
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You said...
you are experiencing technical issues with the Hopper Sling receiver and you requested that it be replaced with a Hopper without Sling.
A review of your account shows that on October 30, 2015, a technician determined that the Hopper Sling equipment was working properly and that the technical issues were caused by the internet service. In an attempt to resolve this matter, we replaced the equipment with another Hopper Sling on November 15, 2015.
When we spoke today, I advised you that DISH Network is unable to provide an equipment exchange for a Hopper with no Sling, as there is no equipment available.
Per your request, your service is scheduled to be disconnected on December 27, 2015. I made an exception and submitted a refund for $157.47. Please allow five business days for processing. This refund is for the last payment collected for programming.
I apologize for any inconvenience you may have experienced. Your concerns will be addressed internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: there were channels taken away several representatives have admitted to this and apologized for this so your information is inaccurate. When I asked about this you claimed I either wasn't being accurate or it was due to "technical".. Which is not true.. Your company has also refused to cooperate with me in regards to this matter as well as trying to charge me bogus fees due to "unreturned equipment" how do do receive one Item and not others when they were all in the same exact box...
Sincerely,
[redacted]
Initial Business Response /* (1000, 7, 2015/11/02) */
October 22, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On October 22, 2015, we received your complaint, dated October 21, 2015, filed with the Better Business...
Bureau.
You maintain that DISH Network service was installed on your property without your permission. You requested removal of the equipment.
Unfortunately, DISH Network will be unable to assist you with your request as this is a landlord/ tenant issue. When a customer sets up new service or moves existing service, they are asked if they rent or own. If a customer advises us that they rent, they are asked to obtain landlord permission before the technician arrives so that they (the customer) can advise the technician what can or cannot be done to the home. In addition, the customer is required to sign a service agreement which states, by signing this agreement, they have obtained permission from the landlord.
We appreciate your suggestion regarding our 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
January 5, 2017 Dear Mr. [redacted]: On January 5, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.com. You maintain that you were told that adding a receiver to your account would not involve a new 24-month commitment. You also disputed the signature on the signed agreement I sent you. As I advised you when we spoke, I was unable to pull a recording of your call. However, our records indicate that you were provided our standard disclosures, which include the provision for a new 24-month commitment. You advised me that Mrs. [redacted] signed your DISH’n It Up agreement, as she was present when the technician finished installing the receiver. As our records indicate that you were advised of, and agreed to, the 24-month commitment, we are unable to waive the early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####