March 6, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 1, 2018, we received your complaint, dated February 28, 2018, filed with the Revdex.com. You expressed further concern with the debit of $161.60 that was applied to your credit card account for unreturned equipment. You again stated that you were not provided with a box and shipping label in a timely manner. You requested to be compensated $50.00. As previously advised, DISH Network requires the equipment to be returned within 30 days from the date of disconnection. Although DISH Network will provide boxes and shipping labels for the return of the equipment, a charge of $15.00 (previously $12.00) is applied to your account for the cost. Our records confirm that a full refund of $161.60 was processed once the equipment was returned. We are unable to honor your request for compensation. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/23) */
July 22, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed...
with the Revdex.com.
You said that you were advised that you would receive a $99.00 refund, but you did not receive it.
I attempted to reach you at (XXX) XXX-XXXX on July 20, 21 and 22, 2015, and I left three voicemails.
In my last message, I advised you that a refund of $99.00 was sent to your credit/debit card account on July 15, 2015. The refund was not previously processed due to the outstanding balance on the account.
We sincerely regret any inconvenience this issue [redacted] have caused.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded my money. That's how I wanted it settled.
[redacted]
[redacted]
* Dear Mr. [redacted]: On April 13, 2017, we received your complaint, dated April 12, 2017, filed with the Revdex.com. You maintain you are not receiving the promotional discounts that were promised when you established your service through [redacted]. You disputed the early termination fee to disconnect your service. Your service was activated on January 24, 2017, with a 24-month commitment. Please be advised that [redacted] is an independent company. Your bill included the Flex Pack ($34.99), Locals ($10.00), a Hopper DVR service fee ($15.00) and a Wireless Joey receiver fee ($7.00). Since you enrolled in eAutoPay, you received a monthly $5.00 discount. This reduced your monthly rate from $69.49 to $64.49. Your service was disconnected on April 12, 2017. Since your term commitment was not fulfilled, an early termination fee of $440.00 was applied to your account. However, the fee was reversed when your service was restarted on the same day. At that time, your programming was changed to the Welcome Pack ($19.99), making your total monthly rate $44.32 (including the Hopper DVR service fee and the Wireless Joey receiver fee). You were also provided with [redacted] for 12 months free, [redacted] for six months free, and the following programming packages for three months free: · Outdoor Pack · Heartland · [redacted] · DISH Movie Pack · [redacted] · [redacted] Please be advised that these programming packages will automatically be removed when the free trial ends. When I spoke with you by phone on April 20, 2017, I advised you that I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
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, 6, 2015/12/29) */
December 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 22, 2015, we received your complaint, dated December 21, 2015,...
filed with the Revdex.com.
You expressed concern with the balance on your account for unreturned equipment. You stated that you moved and no longer have the equipment. You also maintain that you were told that you did not have to return the equipment and your account had a zero balance. Furthermore, you mentioned that your service was not canceled as you requested.
Our records show that you accepted placing your service on DISH Pause on January 14, 2015. DISH Pause was removed on October 15, 2015, because the allowed time frame of nine months was exceeded.
When you contacted us on October 15, 2015, to disconnect your service, a review of the recorded call found that you were told that a box for the return of the leased equipment would be sent to your home. The agent indicated that we showed one leased receiver on your account that was required to be returned within 30 days. I also enclosed a copy of your DISH'n It Up agreement, wherein it discloses that the equipment provided is leased and is required to be returned upon disconnection of your service.
Since the equipment was not received, you were charged an unreturned receiver fee of $249.00 and an unreturned LNBF (eyepiece on the satellite dish) fee of $49.00. As a courtesy, I waived the LNBF fee.
When I spoke with you by phone on December 22, 2015, I advised you that the remaining balance of $262.69 is valid.
After further review of your account, I made an exception and removed the unreturned receiver fee, leaving your account with a zero balance.
Please be advised that once service is canceled, your online DISH Network account is deactivated.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2016/01/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative that called on this complaint completely surprised me. After talking to her on the phone I thought we would have to pay for the unreturned equipment (even though we had closed the account). A few days later I checked my email and I had an email from DISH (the representative that I had talked to). The charges were taken off of my bill and the balance was again zero. I called DISH to verify that the account was at a zero balance and it is. Thank you very much [redacted]!
[redacted] Dear Mr. [redacted]: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com. You expressed concern that you have not received a response to a damage claim you filed because your internet cables were cut. When I spoke with you by telephone today, you informed me that this issue was resolved through our Corporate Field Resolutions Department. They honored your request for one month of service credit ($87.14). 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, 7, 2015/11/02) */
October 22, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On October 22, 2015, we received your complaint, dated October 21, 2015, filed with the Better Business...
Bureau.
You maintain that DISH Network service was installed on your property without your permission. You requested removal of the equipment.
Unfortunately, DISH Network will be unable to assist you with your request as this is a landlord/ tenant issue. When a customer sets up new service or moves existing service, they are asked if they rent or own. If a customer advises us that they rent, they are asked to obtain landlord permission before the technician arrives so that they (the customer) can advise the technician what can or cannot be done to the home. In addition, the customer is required to sign a service agreement which states, by signing this agreement, they have obtained permission from the landlord.
We appreciate your suggestion regarding our process.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
September 2, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 27, 2015, we received your correspondence, dated August 26, 2015,...
filed with the Revdex.com.
You stated that you recently received a collection notice regarding a $420.53 balance owed to DISH Network. Your account was disconnected in December 2013. You completed your contract and returned your leased equipment. You requested that this collection be resolved and removed from your credit report.
When we spoke on August 27, 2015, I agreed to remove the leased equipment from your account and resolve the $420.53 balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because I cannot issue a subpeona without filing a law suit. They allege a contract by verbal agreement, and are insisting that I honor the contract, but refuse to provide me with a copy of the recorded agreement. While a company has no duty to provide a recording normally, when it is the basis for a legal obligation, there is a duty to provide it without the necessity of filing a lawsuit. If the recordings are not produced, I may have to file a lawsuit just to get them, and Dish Network should have to pay my attorney fees, regardless of the outcome of that suit.
Sincerely,[redacted], Attorney for
[redacted]
[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]
June 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 23, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You disputed the $100.00 Move-In Deal fee and the $99.99 installation fee applied to your DISH Network account. When we spoke, I advised you that a review of your calls scheduling your Move-In Deal revealed that you were aware of the $100.00 fee. Additionally, Mrs. [redacted] signed the enclosed receipt indicating that she was aware of, and agreed to, the $99.99 fee for installing the TV on a stand. As a courtesy, I waived the $99.99 fee, but the $100.00 Move-In Deal fee is valid. Please note that our advertisements provide that if your account is active for less than a year or it has been less than a year since your last Move-In Deal, fees may apply. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] Enclosure
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]
Payment on the account has been paid, equipment has been SHIPPED OUT FOR return.
Dear Mr. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You expressed further concern with the technical issues with the search function of your Hopper receiver, and with our recent price increase. DISH Network experienced a $5.00 a month increase to your basic package on January 14, 2016. As a courtesy, I applied a credit of $5.00 to your account to offset the price increase for twelve months. We appreciate your feedback regarding our Customer Service Department being informative about technical issues and estimated timeframes for resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
December 17, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####179
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You said...
you are experiencing technical issues with the Hopper Sling receiver and you requested that it be replaced with a Hopper without Sling.
A review of your account shows that on October 30, 2015, a technician determined that the Hopper Sling equipment was working properly and that the technical issues were caused by the internet service. In an attempt to resolve this matter, we replaced the equipment with another Hopper Sling on November 15, 2015.
When we spoke today, I advised you that DISH Network is unable to provide an equipment exchange for a Hopper with no Sling, as there is no equipment available.
Per your request, your service is scheduled to be disconnected on December 27, 2015. I made an exception and submitted a refund for $157.47. Please allow five business days for processing. This refund is for the last payment collected for programming.
I apologize for any inconvenience you may have experienced. Your concerns will be addressed internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/07/10) */
July 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. Mulligan:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with...
the Revdex.com.
You said that you were being billed for service after you disconnected your DISH Network account.
As you indicated that you did not wish to be contacted further, I did not attempt to reach you by phone.
A review of your calls revealed that you requested to have your account disconnected on February 4, 2015, but you terminated that call before the agent was able to provide you with our disconnection disclosures or disconnect your account.
When you contacted us on March 20, 2015, the agent sent boxes to you in which to return your leased equipment, but the account was left active.
I applied a credit to your account, bringing your balance to zero, and requested to have this item removed from your credit file.
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]
April 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern with the possible takedown of your local CBS and ABC stations because of our negotiations with Media General. 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. When I spoke with the account holder, Ms. Jackie Baker, I was pleased to informed her that on April 1, 2016, we reached an agreement with Media General and they have stopped all takedown crawls. 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]
Tell us why here...August 11, 2016 Ms. [redacted] [redacted]
*Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You continue to maintain that you have never had DISH Network service and you refused to file an ID Theft Affidavit. You requested that we remove this account from your credit report. An ID Theft Affidavit is required to research your claim. We are unable to assist you without the proper documentation. We regret that you do not agree. As previously advised, if you feel that you have been a victim of ID theft, you may file an ID Theft Affidavit (enclosed). Once the Affidavit is filled out and signed, please send it to the DISH Network ID Theft Verification Team. They will not start the investigative process until a signed ID Theft Affidavit has been received. If you have sent the affidavit and you have not been contacted, you may call their direct line at [redacted]. You can expect to receive a call back in 24-48 hours. You can send the documentation by:Fax: [redacted]Email: [redacted] Mail: ID Theft Verification Team If there are further questions or concerns about this issue, please feel free to contact me at
September 28, 2016 Dear Ms. [redacted]: On September 27, 2016, we received your complaint, dated September 26, 2016, filed with the Revdex.com. You stated that your DISH Network service has been active for six weeks. Since installation, you have...
experienced service issues that have required three technician visits. The matter is unresolved and you requested that your account be disconnected without an early termination fee. When we spoke today, I confirmed that your early termination fee was waived and your service disconnection is scheduled for September 30, 2016. You accepted this resolution. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Complaint: [redacted]
I am rejecting this response because: The letter said that they received my rebuttal on 1/6 and would review my account and respond within 24-48 hours. I have not received a response as of today, 1/17.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 4, 2015
Mr. [redacted]
[redacted]
Oklahoma City, OK XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 31, 2015, we received your correspondence, dated...
August 28, 2015, filed with the Revdex.com.
You stated that you recently received a $570.57 bill for a DISH Network account that should have been transferred to Ms. [redacted] in January 2013. You requested that this matter be corrected, so you can establish service in your name when you purchase a home in the near future.
When we spoke on September 3, 2015, I informed you that the account was not transferred into Ms. [redacted] name. I advised you that most of the balance owed was for unreturned leased equipment. You indicated that you did not know the whereabouts of said leased equipment. As a courtesy, I agreed to remove the equipment from the account and resolve the balance. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
March 6, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 1, 2018, we received your complaint, dated February 28, 2018, filed with the Revdex.com. You expressed further concern with the debit of $161.60 that was applied to your credit card account for unreturned equipment. You again stated that you were not provided with a box and shipping label in a timely manner. You requested to be compensated $50.00. As previously advised, DISH Network requires the equipment to be returned within 30 days from the date of disconnection. Although DISH Network will provide boxes and shipping labels for the return of the equipment, a charge of $15.00 (previously $12.00) is applied to your account for the cost. Our records confirm that a full refund of $161.60 was processed once the equipment was returned. We are unable to honor your request for compensation. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/23) */
July 22, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed...
with the Revdex.com.
You said that you were advised that you would receive a $99.00 refund, but you did not receive it.
I attempted to reach you at (XXX) XXX-XXXX on July 20, 21 and 22, 2015, and I left three voicemails.
In my last message, I advised you that a refund of $99.00 was sent to your credit/debit card account on July 15, 2015. The refund was not previously processed due to the outstanding balance on the account.
We sincerely regret any inconvenience this issue [redacted] have caused.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded my money. That's how I wanted it settled.
April 25, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted]
* Dear Mr. [redacted]: On April 13, 2017, we received your complaint, dated April 12, 2017, filed with the Revdex.com. You maintain you are not receiving the promotional discounts that were promised when you established your service through [redacted]. You disputed the early termination fee to disconnect your service. Your service was activated on January 24, 2017, with a 24-month commitment. Please be advised that [redacted] is an independent company. Your bill included the Flex Pack ($34.99), Locals ($10.00), a Hopper DVR service fee ($15.00) and a Wireless Joey receiver fee ($7.00). Since you enrolled in eAutoPay, you received a monthly $5.00 discount. This reduced your monthly rate from $69.49 to $64.49. Your service was disconnected on April 12, 2017. Since your term commitment was not fulfilled, an early termination fee of $440.00 was applied to your account. However, the fee was reversed when your service was restarted on the same day. At that time, your programming was changed to the Welcome Pack ($19.99), making your total monthly rate $44.32 (including the Hopper DVR service fee and the Wireless Joey receiver fee). You were also provided with [redacted] for 12 months free, [redacted] for six months free, and the following programming packages for three months free: · Outdoor Pack · Heartland · [redacted] · DISH Movie Pack · [redacted] · [redacted] Please be advised that these programming packages will automatically be removed when the free trial ends. When I spoke with you by phone on April 20, 2017, I advised you that I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
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, 6, 2015/12/29) */
December 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 22, 2015, we received your complaint, dated December 21, 2015,...
filed with the Revdex.com.
You expressed concern with the balance on your account for unreturned equipment. You stated that you moved and no longer have the equipment. You also maintain that you were told that you did not have to return the equipment and your account had a zero balance. Furthermore, you mentioned that your service was not canceled as you requested.
Our records show that you accepted placing your service on DISH Pause on January 14, 2015. DISH Pause was removed on October 15, 2015, because the allowed time frame of nine months was exceeded.
When you contacted us on October 15, 2015, to disconnect your service, a review of the recorded call found that you were told that a box for the return of the leased equipment would be sent to your home. The agent indicated that we showed one leased receiver on your account that was required to be returned within 30 days. I also enclosed a copy of your DISH'n It Up agreement, wherein it discloses that the equipment provided is leased and is required to be returned upon disconnection of your service.
Since the equipment was not received, you were charged an unreturned receiver fee of $249.00 and an unreturned LNBF (eyepiece on the satellite dish) fee of $49.00. As a courtesy, I waived the LNBF fee.
When I spoke with you by phone on December 22, 2015, I advised you that the remaining balance of $262.69 is valid.
After further review of your account, I made an exception and removed the unreturned receiver fee, leaving your account with a zero balance.
Please be advised that once service is canceled, your online DISH Network account is deactivated.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2016/01/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative that called on this complaint completely surprised me. After talking to her on the phone I thought we would have to pay for the unreturned equipment (even though we had closed the account). A few days later I checked my email and I had an email from DISH (the representative that I had talked to). The charges were taken off of my bill and the balance was again zero. I called DISH to verify that the account was at a zero balance and it is. Thank you very much [redacted]!
August 10, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com. You expressed concern that you have not received a response to a damage claim you filed because your internet cables were cut. When I spoke with you by telephone today, you informed me that this issue was resolved through our Corporate Field Resolutions Department. They honored your request for one month of service credit ($87.14). 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]
Initial Business Response /* (1000, 7, 2015/11/02) */
October 22, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On October 22, 2015, we received your complaint, dated October 21, 2015, filed with the Better Business...
Bureau.
You maintain that DISH Network service was installed on your property without your permission. You requested removal of the equipment.
Unfortunately, DISH Network will be unable to assist you with your request as this is a landlord/ tenant issue. When a customer sets up new service or moves existing service, they are asked if they rent or own. If a customer advises us that they rent, they are asked to obtain landlord permission before the technician arrives so that they (the customer) can advise the technician what can or cannot be done to the home. In addition, the customer is required to sign a service agreement which states, by signing this agreement, they have obtained permission from the landlord.
We appreciate your suggestion regarding our process.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
September 2, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 27, 2015, we received your correspondence, dated August 26, 2015,...
filed with the Revdex.com.
You stated that you recently received a collection notice regarding a $420.53 balance owed to DISH Network. Your account was disconnected in December 2013. You completed your contract and returned your leased equipment. You requested that this collection be resolved and removed from your credit report.
When we spoke on August 27, 2015, I agreed to remove the leased equipment from your account and resolve the $420.53 balance. I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because I cannot issue a subpeona without filing a law suit. They allege a contract by verbal agreement, and are insisting that I honor the contract, but refuse to provide me with a copy of the recorded agreement. While a company has no duty to provide a recording normally, when it is the basis for a legal obligation, there is a duty to provide it without the necessity of filing a lawsuit. If the recordings are not produced, I may have to file a lawsuit just to get them, and Dish Network should have to pay my attorney fees, regardless of the outcome of that suit.
Sincerely,[redacted], Attorney for
[redacted]
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]
June 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 23, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com. You disputed the $100.00 Move-In Deal fee and the $99.99 installation fee applied to your DISH Network account. When we spoke, I advised you that a review of your calls scheduling your Move-In Deal revealed that you were aware of the $100.00 fee. Additionally, Mrs. [redacted] signed the enclosed receipt indicating that she was aware of, and agreed to, the $99.99 fee for installing the TV on a stand. As a courtesy, I waived the $99.99 fee, but the $100.00 Move-In Deal fee is valid. Please note that our advertisements provide that if your account is active for less than a year or it has been less than a year since your last Move-In Deal, fees may apply. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] Enclosure
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]
Payment on the account has been paid, equipment has been SHIPPED OUT FOR return.
Dear Mr. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You expressed further concern with the technical issues with the search function of your Hopper receiver, and with our recent price increase. DISH Network experienced a $5.00 a month increase to your basic package on January 14, 2016. As a courtesy, I applied a credit of $5.00 to your account to offset the price increase for twelve months. We appreciate your feedback regarding our Customer Service Department being informative about technical issues and estimated timeframes for resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
December 17, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####179
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You said...
you are experiencing technical issues with the Hopper Sling receiver and you requested that it be replaced with a Hopper without Sling.
A review of your account shows that on October 30, 2015, a technician determined that the Hopper Sling equipment was working properly and that the technical issues were caused by the internet service. In an attempt to resolve this matter, we replaced the equipment with another Hopper Sling on November 15, 2015.
When we spoke today, I advised you that DISH Network is unable to provide an equipment exchange for a Hopper with no Sling, as there is no equipment available.
Per your request, your service is scheduled to be disconnected on December 27, 2015. I made an exception and submitted a refund for $157.47. Please allow five business days for processing. This refund is for the last payment collected for programming.
I apologize for any inconvenience you may have experienced. Your concerns will be addressed internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/07/10) */
July 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. Mulligan:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with...
the Revdex.com.
You said that you were being billed for service after you disconnected your DISH Network account.
As you indicated that you did not wish to be contacted further, I did not attempt to reach you by phone.
A review of your calls revealed that you requested to have your account disconnected on February 4, 2015, but you terminated that call before the agent was able to provide you with our disconnection disclosures or disconnect your account.
When you contacted us on March 20, 2015, the agent sent boxes to you in which to return your leased equipment, but the account was left active.
I applied a credit to your account, bringing your balance to zero, and requested to have this item removed from your credit file.
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]
April 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern with the possible takedown of your local CBS and ABC stations because of our negotiations with Media General. 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. When I spoke with the account holder, Ms. Jackie Baker, I was pleased to informed her that on April 1, 2016, we reached an agreement with Media General and they have stopped all takedown crawls. 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]
Tell us why here...August 11, 2016 Ms. [redacted] [redacted]
*Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You continue to maintain that you have never had DISH Network service and you refused to file an ID Theft Affidavit. You requested that we remove this account from your credit report. An ID Theft Affidavit is required to research your claim. We are unable to assist you without the proper documentation. We regret that you do not agree. As previously advised, if you feel that you have been a victim of ID theft, you may file an ID Theft Affidavit (enclosed). Once the Affidavit is filled out and signed, please send it to the DISH Network ID Theft Verification Team. They will not start the investigative process until a signed ID Theft Affidavit has been received. If you have sent the affidavit and you have not been contacted, you may call their direct line at [redacted]. You can expect to receive a call back in 24-48 hours. You can send the documentation by:Fax: [redacted]Email: [redacted] Mail: ID Theft Verification Team If there are further questions or concerns about this issue, please feel free to contact me at
September 28, 2016 Dear Ms. [redacted]: On September 27, 2016, we received your complaint, dated September 26, 2016, filed with the Revdex.com. You stated that your DISH Network service has been active for six weeks. Since installation, you have...
experienced service issues that have required three technician visits. The matter is unresolved and you requested that your account be disconnected without an early termination fee. When we spoke today, I confirmed that your early termination fee was waived and your service disconnection is scheduled for September 30, 2016. You accepted this resolution. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Complaint: [redacted]
I am rejecting this response because: The letter said that they received my rebuttal on 1/6 and would review my account and respond within 24-48 hours. I have not received a response as of today, 1/17.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 4, 2015
Mr. [redacted]
[redacted]
Oklahoma City, OK XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 31, 2015, we received your correspondence, dated...
August 28, 2015, filed with the Revdex.com.
You stated that you recently received a $570.57 bill for a DISH Network account that should have been transferred to Ms. [redacted] in January 2013. You requested that this matter be corrected, so you can establish service in your name when you purchase a home in the near future.
When we spoke on September 3, 2015, I informed you that the account was not transferred into Ms. [redacted] name. I advised you that most of the balance owed was for unreturned leased equipment. You indicated that you did not know the whereabouts of said leased equipment. As a courtesy, I agreed to remove the equipment from the account and resolve the balance. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]