December 29, 2015 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com. You said you disconnected your service due to the programming selection. You also expressed concern with the customer service you received when your service was restored. While DISH Network provides the forum through which you receive the programming, we do not determine the content of that programming. This is the sole responsibility of the programming provider. Please note that our programming packages have been set up to balance cost-effectiveness with consumer demand. One way to maintain lower programming costs is to provide stations in packages, rather than a la carte. As a result, some stations may not be of interest to individual customers, but they meet the needs of the audience as a whole. When we spoke today, I advised you that a refund of $101.81 was submitted. However, because the payment was collected through your checking account, our system will hold the funds for 21 days before a refund is processed. This refund is for the last payment collected for programming. Our records reveal that your service was interrupted due to nonpayment, as the full amount due for service was not collected when the account was restarted. I apologize that this information was not disclosed, and I regret any inconvenience you may have experienced. Your concerns and feedback will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
[redacted] Dear Ms. [redacted]: On May 25, 2016, we received your complaint, dated May 21, 2016, filed with the Revdex.com. You expressed concern with the sale of your service and you said you were offered a bundle with TV, internet and phone service. You said that the early termination fee was waived, but a technician visit was not scheduled to retrieve the equipment. When we spoke today, I informed you that your service was established through Dish One Satellite LLC, an independent retailer. Your concerns regarding the sale of your service will be shared internally with the appropriate personnel. The early termination fee was waived and there is no balance due for service. A refund of $79.88 was applied to your credit card account ending in 7270 on May 24, 2016. Per your request, I added your contact numbers, [redacted] and [redacted] to the internal DISH Network Do Not Contact list. 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. [redacted]
[redacted]
December 11, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Ms. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You stated that...
you did not sign a contract with DISH Network when you recently reestablished service. You have made several unsuccessful attempts to have the contractual commitment removed from your account. You requested that this matter be resolved and that the commitment be removed from your account.
When we spoke today, I confirmed that the signature was not captured on the contract on file. I agreed to remove the current contractual commitment on your account. You accepted this 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: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
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]
Tell us why here...April 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 19, 2016, we received your rebuttal, dated April 16, 2016, filed with the Revdex.com. You continue to request a refund for payments made for your DISH Network TV service because internet service was not available to you. In my previous response, I agreed to waive your TV early termination fee as a courtesy, and I resolved the balance on your account. I explained that the $104.05 payment made on January 19, 2016, paid for your first month of TV service and a $50.00 non-refundable TV activation fee. The February 25, 2016, payment of $50.43 was for your second month of TV service. All funds collected have been only for TV service that you received while your account was active. These funds were owed for service provided and no refund is due. While we regret that you do not agree with the solution, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
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
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. Also I paid in full the $ 271.61 for the un returned equipment.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May *, 2015
Ms. [redacted] N. [redacted] St., Ste. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 29, 2015, we received your complaint, dated April 2*, 2015,...
filed with the Revdex.com.
I attempted to contact you at ([redacted] on May 6, 7 and *, 2015, and I left three messages.
You maintain that your account was sent to collections for $50.*0 but you never received an itemized statement showing what the charges consisted of. You also said you were due a refund of $*5.32 which you have yet to receive. You requested an itemized statement so you can validate the charges. You would also like the file with the collection agency closed, any negative information removed from the credit bureaus, and a refund of $*5.32 sent to you.
A review of your account reveals that the balance was for a $40.00 early termination fee and a $10.00 box return fee. However, due to a temporary credit being placed on your account to handle the unbundled account charges, you were not sent an itemized statement at that time. You were sent a statement when the unbundled account charges were placed on your account a month later, but it did not show the itemized charges for the early termination fee and the box return fee.
Additionally, our records show that a refund check of $*5.32 was mailed to you at [redacted] S. [redacted] St., Ste. [redacted] on March 20, 2015. The check has not been cashed as of today. I requested that the payment be stopped and the check be reissued to you at [redacted] N. [redacted] St., Ste. [redacted]. I reversed the early termination fee and box return fee. Your account has a zero balance. I also requested that the collection company close their file and remove any negative information from all three major credit bureaus. Please allow six to eight weeks for processing.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: [redacted] / Boulder Revdex.com
1020 Cherokee St.
[redacted]0204
[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]
Dear Mr. [redacted]: On February 4, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. A review of our records indicates that this issue was previously addressed through...
the Ohio Attorney General’s Office. Enclosed is a copy of our response 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 ###-###-####
July 1, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 29, 2016, we received your complaint, dated June 28, 2016, filed with the Revdex.com. You expressed concern about the takedown of the NFL Network and your local Fox affiliate. You closed your account and you feel that the early termination fee should be waived. A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications Commission. Enclosed is a copy of my written response. 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]
February 22, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On February 21, 2017, we received your rebuttal, dated February 21, 2017, filed with the Revdex.com. You said you appreciate that we released you from the 24-month agreement; however, you requested reimbursement for a damaged TV. You also mentioned the customer service you received. As previously advised, your damage claim was denied and it cannot be reopened. We regret that you do not agree. Our records indicate that you have received continuous monthly courtesy credits for at least two years. DISH Network reserves the right to place restrictions on an 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: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted] [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]
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.
Sincerely,
[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###-###-####
Initial Business Response /* (1000, 6, 2015/11/23) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 12, 2015, we received your correspondence, dated November 11,...
2015, filed with the Revdex.com.
You said you have been overcharged for service for six months and you requested credit for programming.
I attempted to reach you at (XXX) XXX-XXXX on November 12, 16 and 19, 2015. I left three voice messages.
Our records show that the America's Top 200 package was added to your account on July 4, 2015, through your receiver by remote control.
We have no record that you reported concerns until October 14, 2015. On this same date your programming was downgraded to the Welcome Pack, per your request. During that call, we applied a $10.00 monthly credit for five months and added the HBO channels free for one month. You accepted this resolution.
There is a history of partial payments being made on your account, causing the past-due amount to carry over to the next month. As a result, your bill is higher. This also caused a service interruption due to nonpayment on November 12, 2015. The balance due on this date was $167.00. On November 13, 2015, a partial payment of $76.34 was made, leaving a balance of $90.66, and your service was restored. We ask that the full amount due be paid on or before the due date to prevent a service interruption.
In the interest of coming to a resolution, I made an exception and reversed the balance of $90.66 from your account.
You currently subscribe to the Welcome Pack and your charges include DVR service and a Duo receiver fee. The monthly billing rate before tax and credit is $48.99. When the monthly credit ends, the regular price will apply.
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
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been repeatedly charged for a receiver which I personally own. The $14.95 charge is for something that belongs to me. WHY?
Final Business Response /* (4000, 11, 2015/12/10) */
December 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.com.
You said you owned a receiver and you disputed the monthly receiver fee.
DISH Network bills receiver fees for both leased and owned equipment based on the number of receivers active and receiver functionality. In your case, you have one leased 722 HD DVR receiver and one owned 322 SD Duo receiver active on your account. The $14.00 receiver fee and $7.00 DVR fee are valid. 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
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/12/01) */
November 25, 2015
Mr. [redacted] W. [redacted] St.
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed...
with the Revdex.com.
You expressed concern with the setup of DISH Network service through Planet Dish. You maintain that you did not receive internet service as promised and a debit of $49.99 was applied to your credit card account without your authorization. You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns, and you stated you were not advised that you were dealing with a third party.
Planet Dish is an independent company that sells our product. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel.
When I spoke with you by phone on November 24, 2015, I advised you that Planet Dish informed us that a refund of $49.99 was processed to your credit card account.
We strive to provide excellent service and we regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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
###-###-####
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the...
Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX on June 22, 23 and 24, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance on your DISH Network account. You maintain that you requested your service to be disconnected on June 19, 2014; however, it was placed on DISH Pause. You also said that the balance was not removed as promised and you did not receive a box to return the equipment.
A review of your account shows that your service was placed on DISH Pause on June 18, 2014. The monthly service fee of $5.00 for DISH Pause was waived for nine months. As DISH Pause is only allowed for up to nine months, it was removed on March 20, 2015, and the previous services were reinstated.
When you contacted us on May 20, 2015, your account was in a service interruption for non-payment. A total credit of $159.35 was applied to your account for the service charges. However, when your service was disconnected on June 17, 2015, a small balance of $14.09 was left on your account. I apologize for this oversight. I removed the balance of $14.09 from your account, leaving a zero balance.
Please be advised that the receiver (model 322) on your account is obsolete; therefore, it does not need to be returned.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept the response from Dish Network, however, I am very disappointed in their overall reaction to this situation. Never once do they accept any responsibility for possibly making an error on their behalf. Additionally, the invoice that I received was over $200, meaning their response that they "credited my account $159.35 and $14.09, leaving a zero balance", is another false statement. That is NOT how the interaction played out. They have twisted and turned this entire situation around. I am however, thankful to be done with Dish Network. As I mentioned to them on the phone a number of times, "I have paid Dish Network thousands of dollars over the last few years. Is it a wise business decision to follow through with their ridiculous claim that I paused my service, and refuse to make it right, risking the loss of a customer that could potentially spend many more thousands in the future"? The manner in which they handled this situation is a clear indication, that my future business is NOT important to them. I will never give them any of my business, nor will I ever have a good word to say about this company. I should not have had to contact Revdex.com to get this resolved. I have been an exemplary customer for probably 10 years or so, and this is how I get treated? Not acceptable!!! Thank you Revdex.com. I so appreciate what you have done to assist me in this very unfortunate situation.
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
December 29, 2015 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com. You said you disconnected your service due to the programming selection. You also expressed concern with the customer service you received when your service was restored. While DISH Network provides the forum through which you receive the programming, we do not determine the content of that programming. This is the sole responsibility of the programming provider. Please note that our programming packages have been set up to balance cost-effectiveness with consumer demand. One way to maintain lower programming costs is to provide stations in packages, rather than a la carte. As a result, some stations may not be of interest to individual customers, but they meet the needs of the audience as a whole. When we spoke today, I advised you that a refund of $101.81 was submitted. However, because the payment was collected through your checking account, our system will hold the funds for 21 days before a refund is processed. This refund is for the last payment collected for programming. Our records reveal that your service was interrupted due to nonpayment, as the full amount due for service was not collected when the account was restarted. I apologize that this information was not disclosed, and I regret any inconvenience you may have experienced. Your concerns and feedback will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
May 25, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 25, 2016, we received your complaint, dated May 21, 2016, filed with the Revdex.com. You expressed concern with the sale of your service and you said you were offered a bundle with TV, internet and phone service. You said that the early termination fee was waived, but a technician visit was not scheduled to retrieve the equipment. When we spoke today, I informed you that your service was established through Dish One Satellite LLC, an independent retailer. Your concerns regarding the sale of your service will be shared internally with the appropriate personnel. The early termination fee was waived and there is no balance due for service. A refund of $79.88 was applied to your credit card account ending in 7270 on May 24, 2016. Per your request, I added your contact numbers, [redacted] and [redacted] to the internal DISH Network Do Not Contact list. 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. [redacted]
[redacted]
December 11, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Ms. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You stated that...
you did not sign a contract with DISH Network when you recently reestablished service. You have made several unsuccessful attempts to have the contractual commitment removed from your account. You requested that this matter be resolved and that the commitment be removed from your account.
When we spoke today, I confirmed that the signature was not captured on the contract on file. I agreed to remove the current contractual commitment on your account. You accepted this 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: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
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]
Tell us why here...April 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 19, 2016, we received your rebuttal, dated April 16, 2016, filed with the Revdex.com. You continue to request a refund for payments made for your DISH Network TV service because internet service was not available to you. In my previous response, I agreed to waive your TV early termination fee as a courtesy, and I resolved the balance on your account. I explained that the $104.05 payment made on January 19, 2016, paid for your first month of TV service and a $50.00 non-refundable TV activation fee. The February 25, 2016, payment of $50.43 was for your second month of TV service. All funds collected have been only for TV service that you received while your account was active. These funds were owed for service provided and no refund is due. While we regret that you do not agree with the solution, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
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
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. Also I paid in full the $ 271.61 for the un returned equipment.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May *, 2015
Ms. [redacted] N. [redacted] St., Ste. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 29, 2015, we received your complaint, dated April 2*, 2015,...
filed with the Revdex.com.
I attempted to contact you at ([redacted] on May 6, 7 and *, 2015, and I left three messages.
You maintain that your account was sent to collections for $50.*0 but you never received an itemized statement showing what the charges consisted of. You also said you were due a refund of $*5.32 which you have yet to receive. You requested an itemized statement so you can validate the charges. You would also like the file with the collection agency closed, any negative information removed from the credit bureaus, and a refund of $*5.32 sent to you.
A review of your account reveals that the balance was for a $40.00 early termination fee and a $10.00 box return fee. However, due to a temporary credit being placed on your account to handle the unbundled account charges, you were not sent an itemized statement at that time. You were sent a statement when the unbundled account charges were placed on your account a month later, but it did not show the itemized charges for the early termination fee and the box return fee.
Additionally, our records show that a refund check of $*5.32 was mailed to you at [redacted] S. [redacted] St., Ste. [redacted] on March 20, 2015. The check has not been cashed as of today. I requested that the payment be stopped and the check be reissued to you at [redacted] N. [redacted] St., Ste. [redacted]. I reversed the early termination fee and box return fee. Your account has a zero balance. I also requested that the collection company close their file and remove any negative information from all three major credit bureaus. Please allow six to eight weeks for processing.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: [redacted] / Boulder Revdex.com
1020 Cherokee St.
[redacted]0204
[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]
Dear Mr. [redacted]: On February 4, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. A review of our records indicates that this issue was previously addressed through...
the Ohio Attorney General’s Office. Enclosed is a copy of our response 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 ###-###-####
July 1, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 29, 2016, we received your complaint, dated June 28, 2016, filed with the Revdex.com. You expressed concern about the takedown of the NFL Network and your local Fox affiliate. You closed your account and you feel that the early termination fee should be waived. A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications Commission. Enclosed is a copy of my written response. 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]
February 22, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On February 21, 2017, we received your rebuttal, dated February 21, 2017, filed with the Revdex.com. You said you appreciate that we released you from the 24-month agreement; however, you requested reimbursement for a damaged TV. You also mentioned the customer service you received. As previously advised, your damage claim was denied and it cannot be reopened. We regret that you do not agree. Our records indicate that you have received continuous monthly courtesy credits for at least two years. DISH Network reserves the right to place restrictions on an 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: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted] [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]
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.
Sincerely,
[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###-###-####
Initial Business Response /* (1000, 6, 2015/11/23) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 12, 2015, we received your correspondence, dated November 11,...
2015, filed with the Revdex.com.
You said you have been overcharged for service for six months and you requested credit for programming.
I attempted to reach you at (XXX) XXX-XXXX on November 12, 16 and 19, 2015. I left three voice messages.
Our records show that the America's Top 200 package was added to your account on July 4, 2015, through your receiver by remote control.
We have no record that you reported concerns until October 14, 2015. On this same date your programming was downgraded to the Welcome Pack, per your request. During that call, we applied a $10.00 monthly credit for five months and added the HBO channels free for one month. You accepted this resolution.
There is a history of partial payments being made on your account, causing the past-due amount to carry over to the next month. As a result, your bill is higher. This also caused a service interruption due to nonpayment on November 12, 2015. The balance due on this date was $167.00. On November 13, 2015, a partial payment of $76.34 was made, leaving a balance of $90.66, and your service was restored. We ask that the full amount due be paid on or before the due date to prevent a service interruption.
In the interest of coming to a resolution, I made an exception and reversed the balance of $90.66 from your account.
You currently subscribe to the Welcome Pack and your charges include DVR service and a Duo receiver fee. The monthly billing rate before tax and credit is $48.99. When the monthly credit ends, the regular price will apply.
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
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been repeatedly charged for a receiver which I personally own. The $14.95 charge is for something that belongs to me. WHY?
Final Business Response /* (4000, 11, 2015/12/10) */
December 4, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with the Revdex.com.
You said you owned a receiver and you disputed the monthly receiver fee.
DISH Network bills receiver fees for both leased and owned equipment based on the number of receivers active and receiver functionality. In your case, you have one leased 722 HD DVR receiver and one owned 322 SD Duo receiver active on your account. The $14.00 receiver fee and $7.00 DVR fee are valid. 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
[redacted]
[redacted] XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/12/01) */
November 25, 2015
Mr. [redacted] W. [redacted] St.
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed...
with the Revdex.com.
You expressed concern with the setup of DISH Network service through Planet Dish. You maintain that you did not receive internet service as promised and a debit of $49.99 was applied to your credit card account without your authorization. You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns, and you stated you were not advised that you were dealing with a third party.
Planet Dish is an independent company that sells our product. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel.
When I spoke with you by phone on November 24, 2015, I advised you that Planet Dish informed us that a refund of $49.99 was processed to your credit card account.
We strive to provide excellent service and we regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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
###-###-####
Initial Business Response /* (1000, 5, 2015/06/26) */
June 24, 2015
[redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the...
Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX on June 22, 23 and 24, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance on your DISH Network account. You maintain that you requested your service to be disconnected on June 19, 2014; however, it was placed on DISH Pause. You also said that the balance was not removed as promised and you did not receive a box to return the equipment.
A review of your account shows that your service was placed on DISH Pause on June 18, 2014. The monthly service fee of $5.00 for DISH Pause was waived for nine months. As DISH Pause is only allowed for up to nine months, it was removed on March 20, 2015, and the previous services were reinstated.
When you contacted us on May 20, 2015, your account was in a service interruption for non-payment. A total credit of $159.35 was applied to your account for the service charges. However, when your service was disconnected on June 17, 2015, a small balance of $14.09 was left on your account. I apologize for this oversight. I removed the balance of $14.09 from your account, leaving a zero balance.
Please be advised that the receiver (model 322) on your account is obsolete; therefore, it does not need to be returned.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept the response from Dish Network, however, I am very disappointed in their overall reaction to this situation. Never once do they accept any responsibility for possibly making an error on their behalf. Additionally, the invoice that I received was over $200, meaning their response that they "credited my account $159.35 and $14.09, leaving a zero balance", is another false statement. That is NOT how the interaction played out. They have twisted and turned this entire situation around. I am however, thankful to be done with Dish Network. As I mentioned to them on the phone a number of times, "I have paid Dish Network thousands of dollars over the last few years. Is it a wise business decision to follow through with their ridiculous claim that I paused my service, and refuse to make it right, risking the loss of a customer that could potentially spend many more thousands in the future"? The manner in which they handled this situation is a clear indication, that my future business is NOT important to them. I will never give them any of my business, nor will I ever have a good word to say about this company. I should not have had to contact Revdex.com to get this resolved. I have been an exemplary customer for probably 10 years or so, and this is how I get treated? Not acceptable!!! Thank you Revdex.com. I so appreciate what you have done to assist me in this very unfortunate situation.
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