Initial Business Response /* (1000, 10, 2015/10/08) */
October 5, 2015
Mr. [redacted]
[redacted]
Aguadilla, PR XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 28, 2015, we received your complaint, dated September 25, 2015, filed with...
the Revdex.com.
You requested boxes and labels with which to return your leased equipment.
I emailed you at [redacted]@msn.com. I offered to email you UPS labels to use to return your leased equipment, but I have not heard back from you.
Please email me at [redacted]@DISH.com to advise me if this is acceptable to you.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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]
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]
Dish network did terminate the service after multiple attempts. The time lapse between complaint and response is why this message was written.
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
Initial Business Response /* (1000, 5, 2015/06/10) */
June 9, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 6, 2015, filed...
with the Revdex.com.
You indicated that your bill is supposed to be $89.90 per month, but it has increased past this amount.
When I spoke with you by telephone today, I explained that your balance due is the requested $89.90. Your billing statement generated on June 4, 2015, and a $5.00 credit was applied on June 8, 2015, which was after the statement generated. The balance due is $89.90.
I extended our gratitude for your patronage and loyalty and offered an additional $20.00 monthly credit for 13 months. Please note that your bill will increase to the regular price in August 2016.
During our conversation, you mentioned that you dislike that your receiver goes into a stand-by mode and you would like to schedule a technician visit to disabled the feature. I explained that his can be done with your remote by following the following steps:
Press menu
Choose option 8 (preferences)
Then choose option 4 (updates)
Press the left arrow button until the "hours' is highlighted
Press the down arrow until you find "disable"
Press the right arrow and highlight "save"
Press cancel until you are back to your programming
I hope this helps resolve your issues.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] was very helpful and demonstrated on behalf of Dish Network that long term customers should be recognized. To bad I wasn't connected to her sooner. I still believe by looking at my online billing statement that Dish wanted a payment made in the amount of $94.90 but [redacted] has graciously made an offer offer as detailed in her letter that I am favorable to. I am quite satisfied with the 13 months of $20 bill reduction. I was also able to fix the sleeping DVR problem with the help of [redacted]'s instructions. Thank you [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]
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]
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.
Initial Business Response /* (1000, 5, 2015/09/16) */
September 11, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 25, 2015, filed with the Better...
Business Bureau.
You expressed concern with the mail you received advertising for DISH Network service.
Most print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures.
I placed your address on our Do Not Contact list. However, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list.
The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements:
[redacted] created a "Do Not Mail" registry. The[redacted] has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the[redacted]. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two to three months before a significant reduction in junk mail is seen. The[redacted] registry provides a partial solution; junk mail may still be received from [redacted] members. The[redacted] contact information is as follows:
[redacted]
There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years.
[redacted]
I hope this information will assist you.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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. Also I paid in full the $ 271.61 for the un returned equipment.
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]
*
[redacted] Dear [redacted]: On September 13, 2017, we received your complaint, dated September 12, 2017, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on September 13, 14 and 15, 2017, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the promotional offers that are only available for new customers, and with the current equipment that you have. You stated that although you purchased additional equipment, you are unable to access the DISH Anywhere application as promised. You also disagreed with the cost to upgrade your equipment. Furthermore, you indicated that you were charged twice for a [redacted] movie that you were initially unable to watch. Please be assured that we appreciate our existing customers and we have offers for them equivalent to the ones available for new customers. In order to access the DISH Anywhere application, a Hopper with Sling or a Hopper 3 receiver is required. This option is also available with the Hopper receiver, but it requires a Sling adapter. I am willing to provide you with a Sling adapter or an equipment upgrade for free. I removed the $25.00 charge that was applied to your account for an adapter. Because we value you as a customer, I also applied a one-time credit of $150.00 to your DISH Network account. Our records do not show that you were charged more than once for any of the PPV movies on your DISH Network account. You may contact me directly to provide additional information about this issue and to accept my offer listed above. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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]
December 30, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Better Business...
Bureau.
You said you restarted your DISH Network service in November 2015 and you agreed to pay $55.16. You maintain you did not authorize the payment of $176.85 and you mentioned the payment of $40.44 that was also collected. You requested a refund for the $40.44 payment and overdraft fees.
Your account was established under the Flex 24 promotion with a 24-month commitment. This is a Pay-In-Advance account and the amount due must be paid upfront.
When we spoke today, I advised you that I reviewed your recorded call that took place on November 20, 2015. After verifying that you are the account holder, the agent informed you that the balance due to restart your service was $176.85 (past-due amount plus the first month of service upfront). You agreed to pay the balance and provided your checking and routing numbers. The service was restored during the call.
Because the payment was returned by your bank, your service was disconnected due to nonpayment on December 2, 2015, and a $10.00 return payment fee was applied to your account. Since the service was canceled prior to the promotional fulfillment date, you were billed $440.00 for an early termination fee and two $10.00 return fees for shipping back the leased equipment.
I also reviewed your call that took place on December 5, 2015. You provided the agent with your credit card account number to collect the payment of $40.44 and your service was restored. However, the service was again interrupted on December 7, 2015, as the previous payment was not enough to cover your past-due balance.
No refund is warranted, as you authorized the payment transactions.
During our conversation, you said you will return the equipment. A return box with label will be delivered to your home by UPS.
You also indicated that you did not set up this account and you disputed the outstanding balance of $535.84. If you maintain that this is not your account, we ask that you fill out the ID theft affidavit form enclosed and return it with your supporting documentation to:
Attn: ID Theft Verification Team
DISH Network
[redacted]
[redacted]
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
[redacted]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
March 20, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2018, we received your complaint, dated March 7, 2018, filed with the Revdex.com. You disputed the $50.00 purchased receiver and $15.00 shipping fee applied to your DISH Network account. You requested a refund and for your account to be disconnected. I attempted to reach you at ([redacted] on March 15, 19 and 20, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that I waived both of the fees. I reviewed your February 8, 2018, call and found that the agent was having issues with our system at the time, which may have caused the fees to be applied without his knowledge. I also advised you to contact us at (800) 333-3474 to disconnect your account and I reminded you that your account is currently under a 24-month commitment until March 30, 2018. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/12) */
May 11, 2015
Mr. [redacted] Way
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 1, 2015, we received your complaint, dated April 30, 2015, filed with the Better...
Business Bureau.
Although I received your voicemails, my attempts to contact you by phone at ([redacted] on May 7, 8 and 11, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your service. You maintain that the monthly rate was guaranteed for two years and you were not provided with a copy of the 24-month agreement as promised.
Your DISH Network service was activated on April 14, 2015, with a 24-month commitment through Accell Marketing LLC ([redacted]), an independent company. Enclosed is a copy of the 24-month agreement for your review.
Your promotion included a monthly $45.00 discount for the first 12 months only, which reduced your monthly rate to $65.99 plus tax. As this is a promotional rate that is not guaranteed, the regular monthly rate (currently $110.99) was set to apply after the credit ended. Please be assured that your concerns regarding the monthly rate promised will be addressed internally.
I made an exception and waived the 24-month commitment on your account. As you requested in your voicemail, I disconnected your DISH Network service. Please be advised that the leased equipment needs to be returned to the retailer.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issues as address in [redacted]'s/Dish Network are as represented. We did have contact issues as she stated. My wife had a major stroke on 5 May so was away from home a lot and voice mail was the mediam. [redacted]'s resolution was very acceptable to me. My issue all the time was with their agent and I still think he performed fraudulently. [redacted]/Dish Network performed honestly and professionally. I would and will, if the opportunity arises, to give [redacted]/Dish Network a very good review.
The only outstanding issue is the return of Dish equipment. I get the impression that I am expected to return their equipment. The agent that I delt with is located in a city that is 1 1/2 drive from me, each way. They surly have personnel that visit my area on a regular basis that could pickup said equipment. Or provided shipping label and containers, as others do, to return said equipment. I have said equipment and await their instructions.
Final Business Response /* (4000, 8, 2015/05/26) */
May 22, 2015
Mr. [redacted] Way
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Revdex.com.
You indicated that you have not been contacted by Accell Marketing LLC regarding the return or pickup of the leased equipment.
When I spoke with you by phone today, I advised you that I submitted a request to ship boxes to your home for the return of the equipment. Please allow seven to ten business days for delivery.
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 ([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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (2000, 10, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On 3 Jun 2015 I received e-mail acknowledging receipt of returned equipment. This was the last item required to close this case.
Again, I acknowledge that Dish Network handled this complaint in a very profesional manner. My problem was always with their Authorized Dealer and Dish Network rectified my issues.
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]
Complaint: [redacted]
I am rejecting this response because: Dish networks can spin this any way they want, but Dish networks is punishing customers that don't want Dish networks to have direct access to their banking information. Calling an extra $10 fee for not having auto pay a credit is just spinning the issue.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: the agent that is writing this response was also rude over the phone to me. She sided with the agent on the chat as she is doing in her response. My issue is not just the "soundbar" is the lack of "RESPECT" the agent online and via telephone had. I am a customer that can take my business elsewhere so therefore I should be treated with a modicume of respect at the very least. The agent that responded to this complaint NEVER read the transcript, but I will provide it in my complaint so that "DISH" can address the issues 5hey are facing internally. As for my issue with the remote...I never had an issue wirh the remote I had an issue wirh the pricing after I researched. Clearly, the dispute team at DISH is not reading the complaints correctly or just does not care. The return was already made and caused many billing issues which I had to chat and call about. 5he ordeal was unnecessary & clearly this forum does not help so I must go to "Consumer Reporting" so this actually gets resolved
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/10/08) */
October 5, 2015
Mr. [redacted]
[redacted]
Aguadilla, PR XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 28, 2015, we received your complaint, dated September 25, 2015, filed with...
the Revdex.com.
You requested boxes and labels with which to return your leased equipment.
I emailed you at [redacted]@msn.com. I offered to email you UPS labels to use to return your leased equipment, but I have not heard back from you.
Please email me at [redacted]@DISH.com to advise me if this is acceptable to you.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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]
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]
Dish network did terminate the service after multiple attempts. The time lapse between complaint and response is why this message was written.
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
Initial Business Response /* (1000, 5, 2015/06/10) */
June 9, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 6, 2015, filed...
with the Revdex.com.
You indicated that your bill is supposed to be $89.90 per month, but it has increased past this amount.
When I spoke with you by telephone today, I explained that your balance due is the requested $89.90. Your billing statement generated on June 4, 2015, and a $5.00 credit was applied on June 8, 2015, which was after the statement generated. The balance due is $89.90.
I extended our gratitude for your patronage and loyalty and offered an additional $20.00 monthly credit for 13 months. Please note that your bill will increase to the regular price in August 2016.
During our conversation, you mentioned that you dislike that your receiver goes into a stand-by mode and you would like to schedule a technician visit to disabled the feature. I explained that his can be done with your remote by following the following steps:
Press menu
Choose option 8 (preferences)
Then choose option 4 (updates)
Press the left arrow button until the "hours' is highlighted
Press the down arrow until you find "disable"
Press the right arrow and highlight "save"
Press cancel until you are back to your programming
I hope this helps resolve your issues.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] was very helpful and demonstrated on behalf of Dish Network that long term customers should be recognized. To bad I wasn't connected to her sooner. I still believe by looking at my online billing statement that Dish wanted a payment made in the amount of $94.90 but [redacted] has graciously made an offer offer as detailed in her letter that I am favorable to. I am quite satisfied with the 13 months of $20 bill reduction. I was also able to fix the sleeping DVR problem with the help of [redacted]'s instructions. Thank you [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]
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]
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.
Initial Business Response /* (1000, 5, 2015/09/16) */
September 11, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 25, 2015, filed with the Better...
Business Bureau.
You expressed concern with the mail you received advertising for DISH Network service.
Most print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures.
I placed your address on our Do Not Contact list. However, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list.
The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements:
[redacted] created a "Do Not Mail" registry. The[redacted] has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the[redacted]. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two to three months before a significant reduction in junk mail is seen. The[redacted] registry provides a partial solution; junk mail may still be received from [redacted] members. The[redacted] contact information is as follows:
[redacted]
There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years.
[redacted]
I hope this information will assist you.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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. Also I paid in full the $ 271.61 for the un returned equipment.
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]
*
September 18, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On September 13, 2017, we received your complaint, dated September 12, 2017, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on September 13, 14 and 15, 2017, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the promotional offers that are only available for new customers, and with the current equipment that you have. You stated that although you purchased additional equipment, you are unable to access the DISH Anywhere application as promised. You also disagreed with the cost to upgrade your equipment. Furthermore, you indicated that you were charged twice for a [redacted] movie that you were initially unable to watch. Please be assured that we appreciate our existing customers and we have offers for them equivalent to the ones available for new customers. In order to access the DISH Anywhere application, a Hopper with Sling or a Hopper 3 receiver is required. This option is also available with the Hopper receiver, but it requires a Sling adapter. I am willing to provide you with a Sling adapter or an equipment upgrade for free. I removed the $25.00 charge that was applied to your account for an adapter. Because we value you as a customer, I also applied a one-time credit of $150.00 to your DISH Network account. Our records do not show that you were charged more than once for any of the PPV movies on your DISH Network account. You may contact me directly to provide additional information about this issue and to accept my offer listed above. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
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]
December 30, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Better Business...
Bureau.
You said you restarted your DISH Network service in November 2015 and you agreed to pay $55.16. You maintain you did not authorize the payment of $176.85 and you mentioned the payment of $40.44 that was also collected. You requested a refund for the $40.44 payment and overdraft fees.
Your account was established under the Flex 24 promotion with a 24-month commitment. This is a Pay-In-Advance account and the amount due must be paid upfront.
When we spoke today, I advised you that I reviewed your recorded call that took place on November 20, 2015. After verifying that you are the account holder, the agent informed you that the balance due to restart your service was $176.85 (past-due amount plus the first month of service upfront). You agreed to pay the balance and provided your checking and routing numbers. The service was restored during the call.
Because the payment was returned by your bank, your service was disconnected due to nonpayment on December 2, 2015, and a $10.00 return payment fee was applied to your account. Since the service was canceled prior to the promotional fulfillment date, you were billed $440.00 for an early termination fee and two $10.00 return fees for shipping back the leased equipment.
I also reviewed your call that took place on December 5, 2015. You provided the agent with your credit card account number to collect the payment of $40.44 and your service was restored. However, the service was again interrupted on December 7, 2015, as the previous payment was not enough to cover your past-due balance.
No refund is warranted, as you authorized the payment transactions.
During our conversation, you said you will return the equipment. A return box with label will be delivered to your home by UPS.
You also indicated that you did not set up this account and you disputed the outstanding balance of $535.84. If you maintain that this is not your account, we ask that you fill out the ID theft affidavit form enclosed and return it with your supporting documentation to:
Attn: ID Theft Verification Team
DISH Network
[redacted]
[redacted]
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
[redacted]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
March 20, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2018, we received your complaint, dated March 7, 2018, filed with the Revdex.com. You disputed the $50.00 purchased receiver and $15.00 shipping fee applied to your DISH Network account. You requested a refund and for your account to be disconnected. I attempted to reach you at ([redacted] on March 15, 19 and 20, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that I waived both of the fees. I reviewed your February 8, 2018, call and found that the agent was having issues with our system at the time, which may have caused the fees to be applied without his knowledge. I also advised you to contact us at (800) 333-3474 to disconnect your account and I reminded you that your account is currently under a 24-month commitment until March 30, 2018. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/12) */
May 11, 2015
Mr. [redacted] Way
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 1, 2015, we received your complaint, dated April 30, 2015, filed with the Better...
Business Bureau.
Although I received your voicemails, my attempts to contact you by phone at ([redacted] on May 7, 8 and 11, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your service. You maintain that the monthly rate was guaranteed for two years and you were not provided with a copy of the 24-month agreement as promised.
Your DISH Network service was activated on April 14, 2015, with a 24-month commitment through Accell Marketing LLC ([redacted]), an independent company. Enclosed is a copy of the 24-month agreement for your review.
Your promotion included a monthly $45.00 discount for the first 12 months only, which reduced your monthly rate to $65.99 plus tax. As this is a promotional rate that is not guaranteed, the regular monthly rate (currently $110.99) was set to apply after the credit ended. Please be assured that your concerns regarding the monthly rate promised will be addressed internally.
I made an exception and waived the 24-month commitment on your account. As you requested in your voicemail, I disconnected your DISH Network service. Please be advised that the leased equipment needs to be returned to the retailer.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issues as address in [redacted]'s/Dish Network are as represented. We did have contact issues as she stated. My wife had a major stroke on 5 May so was away from home a lot and voice mail was the mediam. [redacted]'s resolution was very acceptable to me. My issue all the time was with their agent and I still think he performed fraudulently. [redacted]/Dish Network performed honestly and professionally. I would and will, if the opportunity arises, to give [redacted]/Dish Network a very good review.
The only outstanding issue is the return of Dish equipment. I get the impression that I am expected to return their equipment. The agent that I delt with is located in a city that is 1 1/2 drive from me, each way. They surly have personnel that visit my area on a regular basis that could pickup said equipment. Or provided shipping label and containers, as others do, to return said equipment. I have said equipment and await their instructions.
Final Business Response /* (4000, 8, 2015/05/26) */
May 22, 2015
Mr. [redacted] Way
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Revdex.com.
You indicated that you have not been contacted by Accell Marketing LLC regarding the return or pickup of the leased equipment.
When I spoke with you by phone today, I advised you that I submitted a request to ship boxes to your home for the return of the equipment. Please allow seven to ten business days for delivery.
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 ([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]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (2000, 10, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On 3 Jun 2015 I received e-mail acknowledging receipt of returned equipment. This was the last item required to close this case.
Again, I acknowledge that Dish Network handled this complaint in a very profesional manner. My problem was always with their Authorized Dealer and Dish Network rectified my issues.
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]
Complaint: [redacted]
I am rejecting this response because: Dish networks can spin this any way they want, but Dish networks is punishing customers that don't want Dish networks to have direct access to their banking information. Calling an extra $10 fee for not having auto pay a credit is just spinning the issue.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: the agent that is writing this response was also rude over the phone to me. She sided with the agent on the chat as she is doing in her response. My issue is not just the "soundbar" is the lack of "RESPECT" the agent online and via telephone had. I am a customer that can take my business elsewhere so therefore I should be treated with a modicume of respect at the very least. The agent that responded to this complaint NEVER read the transcript, but I will provide it in my complaint so that "DISH" can address the issues 5hey are facing internally. As for my issue with the remote...I never had an issue wirh the remote I had an issue wirh the pricing after I researched. Clearly, the dispute team at DISH is not reading the complaints correctly or just does not care. The return was already made and caused many billing issues which I had to chat and call about. 5he ordeal was unnecessary & clearly this forum does not help so I must go to "Consumer Reporting" so this actually gets resolved
Sincerely,
[redacted]