March 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. You thought that you were enrolled in the Protection Plan Warranty when you scheduled a technician visit for Saturday, March 26, 2016. You expressed concern with the technician visit fee, and with the Protection Plan terms. The starting cost of our technician visits is $95.00. The Protection Plan Warranty reduces the cost to $10.00. We’re sorry that you do not agree with our company policy and procedure. When I spoke with you by telephone today, I agreed to remove the Protection Plan from your account once the scheduled technician visit is complete. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/07/06) */
July 1, 2015
Ms. [redacted]
1814 Highness Ct.
Orlando, FL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 1, 2015, we received your complaint, dated June 30, 2015, filed with the Better...
Business Bureau.
You said that when you added an additional receiver you were quoted $64.99 for 12 months; however, when you received your bill your balance due was $82.79. You requested that we honor the rate you were quoted. You also said that you were told that you would not be under a contract, but received one which was not signed by you. You are requesting a free year of service.
When we spoke, I advised you that I reviewed a number of your call recordings. I found that the agent did provide you with inaccurate information regarding your bill not increasing by having a dual tuner receiver installed instead of a single tuner. Because you were given misinformation, we provided account credits of $103.99. You will receive a $5.00 monthly credit for ten months, a $17.00 monthly credit for 12 months and a $15.00 monthly credit for six months.
I explained to you that when you placed your order for the upgrade our agent set up the order without a commitment. The contract you received should have not been sent due to you not being under a commitment. I reviewed the contract which was not signed with your name, but there was a scribbled line on it. I apologized that you received a contract, but assured you that you are not under a commitment.
I am unable to meet your request for a free year of service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 7, 2015
Mr. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the Better...
Business Bureau.
You expressed concern about the dishNET internet speed, and you requested a refund of $680.00.
When we spoke, I advised you that our records indicate we received five technical service calls from you since your account initiation on June 27, 2014. A technician visit was offered but you declined.
As a courtesy, I made an exception and waived your data early termination fee. However, as our records indicate that your reported internet speeds were within acceptable levels and that service was rendered, we are unable to provide the refund you requested.
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 ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
August 27, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 24, 2015, we received your complaint, dated August 20, 2015,...
filed with the Revdex.com.
You said that your credit card account was debited $400.00 for an early termination fee for a DISH Network account that is not yours. You indicated that you did not authorize the use of your credit card. You also claim that you did not receive a copy of the agreement.
When I spoke with you by telephone today, I informed you that this was the credit card information provided when the account was established. Since you are listed as an authorized user, the debit is valid.
Your service was disconnected due to non-payment on March 14, 2015, and since the 24-month agreement was not fulfilled, you were charged a $400.00 early termination fee.
I have enclosed a copy of the 24-month agreement although an email was sent to you at [redacted]@gmail.com when the account was activated on December 14, 2014. The agreement provides authorization to automatically debit the credit/debit card that was used to establish the account for the early termination fee and/or equipment fees.
Since you maintain that your credit/debit card was used without your authorization, you may wish to file an ID Theft Affidavit or fraud report.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
that is not at all what you said or how you said it when you called me about it. the phone call lasted a whole one minute. As for you telling just because I filed a Revdex.com complaint that does not mean you have to do what I say. I think that was total unprofessional. You called to pretty much cuss me out and not to try and resolve this matter. I asked you to send me the signed contract you said you would but have not. now you say you sent it to a email that is not mine. I am just wondering what kind of games you are trying to play. You also say I am a authorized user again I ask show me anything signed by me or any voice recorded call by me about setting up this account. all you have is my name and credit card in fact my bank gave you my right address. if you cant show me any of these then give me my money back.
Final Business Response /* (4000, 9, 2015/09/09) */
September 8, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your complaint, dated September 2, 2015, filed with the Revdex.com.
You indicate that you are dissatisfied with the customer service you received, and you continue to dispute the $400.00 charge to your credit/debit card. You state that you did not receive the Digital Home Advantage (DHA) agreement.
It was not my intent to add to your frustration.
This account was established through [redacted]. You may contact them directly at X-XXX-XXX-XXXX.
As previously advised, when this account was established, that is the credit card information that was provided to us. Since you maintain that your debit/credit card was used without your authorization, you may wish to file an ID Theft Affidavit.
The email [redacted]@gmail.com that the Digital Home Advantage (DHA) agreement was originally sent to is the email address listed on the account. You also maintain that you did not receive the copy that I previously sent to you. I have enclosed an additional copy for your review.
Nevertheless, the $400.00 was returned to your financial institution on August 31, 2015, through a dispute that you filed.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: 11878234
I am rejecting this response because: The phone and internet were completely down until just this second, 1/6/2017 9:55 a.m. there was no way for me to respond until now.
Sincerely,
September 20, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 14, 2017, we received your complaint, dated September 7, 2017, filed with the Revdex.com. You indicated that you were not provided with HD channels as promised and you were required to purchase additional equipment. Our records do not show that DISH Network offers your local channels in HD--they are only available in standard definition. On August 28, 2017, you purchased an over-the-air antenna, so that you could receive the local channels in HD. However, an adapter is required for the channels to show in your guide and to be able to record from them. When I spoke with you by phone on September 19, 2017, I advised you that I reversed the charges of $51.98 that were applied to your account for the antenna and shipping fee. I also shipped you an adapter at no cost. The adapter was scheduled to be delivered on September 19, 2017, by [redacted]. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
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]
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On May 25, 2016, we received your rebuttal, dated May 24, 2016, filed with the Revdex.com. You indicated that your price was to be locked in but your monthly rate changed. You also maintain that you did not request to receive the Protection Plan. As I explained in my previous response, you were provided with correct information when you chatted in to initiate your DISH Network account. As we discussed, DISH Network strives to keep our prices low; however, occasionally we must increase our rates. Additionally, as part of the promotion that you requested, you received the Protection Plan free for six months. If you had indicated that you did not wish to receive the service, the salesperson would have removed it for you at that time. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
*
[redacted] Dear Ms. [redacted]: On June 29, 2016, we received your complaint, dated June 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on July 1, 6 and 7, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that damage was done to your home during your installation and you are requesting to be reimbursed $2,400.00. I forwarded a copy of your complaint to our Corporate Field Resolutions team and I requested that your claim manager contact you. If you have any questions regarding your claim, please contact Ms. [redacted] at [redacted], ext. [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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
January 19, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] 8255909498860508-3604033 Dear Mr. [redacted]: On January 17, 2018, we received your rebuttal, dated January 14, 2018, filed with the Revdex.com. You expressed concern with the collection attempts. You said that your aunt returned the leased equipment on your behalf and did not receive a receipt. I requested that the collection agency cease contact with you. As previously explained, your account was disconnected due to nonpayment on April 1, 2017. The balance of $578.00 includes charges for service rendered and the unreturned leased equipment fee. Until we are able to verify the equipment return, the $348.00 equipment fees will remain on your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. Collins: On February 10, 2016, we received your complaint, dated February 8, 2016, filed with the Revdex.com. You disputed the shipping fee applied to your DISH Network account, and you requested to have your satellite dish removed. When we spoke, I explained that DISH...
Network does not request the return of your dish and, as it is considered a permanent fixture, it becomes your property once your account is disconnected. I also advised you that I made an exception and waived the $10.00 fee applied to your account, as a courtesy. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
March 13, 2018 Mr. and Mrs. [redacted] and [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On March 6, 2018, we received your correspondence, dated March 5, 2018, filed with the Revdex.com. You said that you were unable to get all the local channels and a technician was unable to pull in the channels with an over-the-air (OTA) antenna. You maintain that you were told you had 60 days to cancel your service, and you disputed the early termination fee. You also expressed dissatisfaction with the customer service you experienced. Our records reveal that you established the account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Please note that we do not offer a trial period within which to cancel the service without penalty. I enclosed a copy of the signed DHA agreement for your records. When I spoke with you on March 12, 2018, I advised you that your sales call revealed the agent did not offer you a trial period. You disagreed and terminated the call. You subscribed to the Rapid City, SD, locals which include [redacted], along with the [redacted] channel. We also provided you with a free OTA antenna with a technician visit on February 18, 2018. On this date, the technician reported that the antenna was unable to pick up the CW channel. Because the service was disconnected prior to the promotional fulfillment date, you were billed $480.00 for an early termination fee. In addition, you were billed $15.00 for the equipment return fee. Although the full early termination fee is valid, I made an exception and reduced the fee to $100.00. We ask that the balance of $183.36 be paid. This includes the early termination the equipment return fees, and charges for service rendered. As of today, your account balance has not been reported to collections. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. A return box and label were delivered by UPS to your address on March 8, 2018. We appreciate your feedback and your concerns will be reviewed internally. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On June 20, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that Dish Network withdrew a $440.00 early termination fee from your bank account without your authorization. You disputed the enforcement of this fee and you requested a refund. My three attempts to contact you at [redacted] and [redacted] on June 20, 21 and 24, 2016, were unsuccessful. However, I was able to leave a message and my contact information at [redacted]. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. A copy of your contract was included in that correspondence. I am unable to waive your early termination fee based on your contractual terms and the information provided in your complaint. As indicated in your contract, the withdrawal of the early termination fee was authorized. I am unable to provide the refund that you requested. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Initial Business Response /* (1000, 6, 2015/10/27) */
October 26, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 20, 2015, we received your complaint, dated October 19, 2015,...
filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on October 20, 21 and 22, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the debit of $409.73 that was applied to your credit card account. You maintain that the card debited was not the initial card provided when you signed up for our service.
Your service was activated on November 8, 2014, with a 24-month commitment, and it was disconnected on May 11, 2015. Since your term commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. This brought your total balance due to $409.73. As your account was enrolled in Credit Card AutoPay, DISH Network continued to attempt to collect the balance from your credit card account; however, we received declined responses until the debit was successful on August 1, 2015.
Please be advised that DISH Network will only use the information provided to us. We encourage you to contact your financial institution for further information.
As a courtesy, I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
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]
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]
Initial Business Response /* ([redacted]0, 4, 2015/05/18) */
May 8, 2015
Mr. [redacted]
[redacted] Dr., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with...
the Revdex.com.
You expressed concern with the following issues:
DISH Pause
Term commitment
Credit card debit
You indicated that you placed your service on DISH Pause in May 2014; however, you continued to be billed for service. Our records confirm that your TV service was placed on DISH Pause on May 10, 2014. DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause does not count towards your term commitment and will extend the term commitment by the number of months your service is paused. Confirmation of the DISH Pause, as well as the Terms and Conditions, were sent to [redacted].[redacted]. Please note that our internet service cannot be placed on DISH Pause. As a result, you continued to be billed monthly for these services as normal. As you were enrolled in Credit Card AutoPay, the service charges were automatically debited from your credit card account.
DISH Pause was removed on February 5, 2015, because the maximum time frame was reached. As a result, your previous service charges were reinstated. However, your service was once again placed on DISH Pause on February 10, 2015, for nine months and currently remains on DISH Pause. Confirmation of the DISH Pause, as well as the Terms and Conditions, was sent to [redacted].COM.
You maintain that you were told that there was no term commitment for our services. Your internet and TV services were activated on January 23, 2014, with a 24-month commitment for each service. Please be advised that our term commitments are disclosed in our advertisements and by phone when service is set up. Our records reveal that an email was sent to [redacted].[redacted] on January 22, 2014, disclosing the promotional details of our service, including the 24-month commitments. I have also enclosed copies of your 24-month agreements wherein the term commitments are disclosed. On March 6, 2015, the 24-month commitment for your internet service was waived and the internet service was canceled.
You said that your credit card account was debited $198.00 without your authorization. On April 10, 2015, you were charged $99.00 for an unreturned modem and $99.00 for an unreturned TRIA (piece on the satellite dish). Per your contractual agreements, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees. As a result, your credit card account was debited $198.00 on May 1, 2015, for the unreturned equipment fees. Although a refund of $198.00 was submitted on May 1, 2015, it was disapproved because our records do not show that the equipment was returned. We also show that you were unable to provide a return tracking number.
When I spoke with you by phone on May 7, 2015, I advised you that I made an exception and reversed the equipment fees. I also submitted a refund of $198.00 to your credit card account. The refund was completed on May 7, 2015. Please allow two to three business days for your bank to process it.
Also, I informed you that the 24-month commitment for your TV service remains valid. If you choose to disconnect your service, an early termination fee will be applied to your account. You agreed to contact me directly to disconnect your service so that I may assist you with the amount of the early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
Enclosures (2)
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.)
My Service was actually put on pause in May of 2013 the first time. At this time I was told by an employee of Dish Network "that, if I do pause my service, this would lower my termination fee." (When I signed up for Dish, I was told there was no termination fee.)
So, I put my service on Pause. Then in 2014 I received a bill. I called Dish to resolve the issue. I was then informed to stop my Internet Service and put the TV service back on pause. I did this, I shipped back my internet equipment, in the box they sent. [redacted] asked if I had a tracking number for the box, I didn't have one. (It was their box and their label.) I spoke with a lady in the internet department, she was kind enough to stop payment and search the box. She told me before any charge that I would receive a phone call to go over everything that took place during the search. I didn't receive a call, I received a payment deduction from my account.
When I spoke with [redacted], she basically informed me that it didn't matter what I was told over the phone by an Employee with Dish. The only thing that mattered was what came to me in email to [redacted].[redacted].
1.When I moved,in "2013" I changed my information to [redacted].com, I should have never been receiving information to my old email. Because that email no longer existed.
2.When you speak with someone over the phone, you expect to be told correctly about service through the company they work for. You don't expect to be told false information only to receive a bill in the future and to have someone else within the company explain that it doesn't really matter what I was told, "I should have read the email."
(Not only was I told this once, I was told this twice. Both times I put my Service on pause I was told this by 2 separate employees.)
To me, this is false advertisement. This is keeping someone locked in to the company by telling them false information.
From Day 1 this company has been unable to input data, phone numbers, email address changes or any information. I sent my equipment back for the internet. Do I think that this could be a mistake on their part, absolutely. But, she did help me with that and refund my money.
But I now have to pay to terminate my service. I was told that this would not be the case if I put my service on pause. Not honoring what your employee tells someone over the phone is BAD BUSINESS!!!
Final Business Response /* (4000, 8, 2015/05/27) */
May 26, 2015
Mr. [redacted]
[redacted] Dr., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 20, 2015, we received your additional correspondence, dated May 19, 2015, filed with the Revdex.com.
When I contacted you by phone on May 20, 2014, you indicated that you would call me back; however, I did not receive a call.
You expressed further concern with the following:
Internet equipment
Email address
Customer service
Early termination fee
Although we have no record that the leased internet equipment was returned, this issue was addressed. I previously reversed the unreturned equipment fees and provided a refund to your credit card account.
Our records do not show that your email address was changed in 2013; however, the correct email address is now on file.
We appreciate that you brought your customer service concerns to our attention so that we may address them with the appropriate personnel.
As previously advised, DISH Pause does not count towards your term commitment and will extend the term commitment by the number of months your service is paused. This is disclosed in the 24-month agreement that was included with my previous letter. The 24-month commitment for your TV service is valid. My previous offer to assist you with the early termination fee amount will still apply. You may contact me directly to accept.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
September 9, 2016 Dear Ms. [redacted]: On September 1, 2016, we received your correspondence, dated September 1, 2016, filed with the Revdex.com. You said DISH Network has debited your bank account without authorization, and you requested a refund. ...
I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. I was unable to locate your DISH Network account with the information you provided in your correspondence. So that I may assist you further with this matter, please contact me directly to provide additional information. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Complaint: 11840140
I am rejecting this response because: The number that has been called is not my work line, it is my personal cell. The number is [redacted]. I don't care for a response, I simply wish to not be contacted as it occurs during business hours and serves as a distraction from my job.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On February 1, 2018, we received your complaint, dated January 31, 2018, filed with the Revdex.com. You said that you experienced poor internet service and you were misinformed about dishNET internet capabilities. You requested that your 24-month commitment be waived. When we spoke, I informed you that our records show only one call for technical assistance. In September 2017 you contacted us stating that you could not connect to the internet. The issue was resolved by changing your network password. I reviewed your sales call and I found that no misinformation was given. The agent never compared our internet service to that provided by other companies. As you indicated, you use the internet for basic emailing and web browsing. The agent correctly advised you that 5 GB a month would be sufficient for be that level of activity. Please note that downloading and uploading video or photo files uses more data than simple text. I made an exception and waived your 24-month commitment, even though our records do not reflect any ongoing technical issues or misinformation. 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]
November 2, 2016 Dear Mr. [redacted]: On November 1, 2016, we received your complaint, dated October 27, 2016, filed with the Revdex.com. You disputed the monthly rate associated with your DISH Network account. When we spoke, you advised me that your issue was resolved when Ms. [redacted] with DISH Network applied a monthly $15.00 credit for six months to your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
March 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. You thought that you were enrolled in the Protection Plan Warranty when you scheduled a technician visit for Saturday, March 26, 2016. You expressed concern with the technician visit fee, and with the Protection Plan terms. The starting cost of our technician visits is $95.00. The Protection Plan Warranty reduces the cost to $10.00. We’re sorry that you do not agree with our company policy and procedure. When I spoke with you by telephone today, I agreed to remove the Protection Plan from your account once the scheduled technician visit is complete. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/07/06) */
July 1, 2015
Ms. [redacted]
1814 Highness Ct.
Orlando, FL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 1, 2015, we received your complaint, dated June 30, 2015, filed with the Better...
Business Bureau.
You said that when you added an additional receiver you were quoted $64.99 for 12 months; however, when you received your bill your balance due was $82.79. You requested that we honor the rate you were quoted. You also said that you were told that you would not be under a contract, but received one which was not signed by you. You are requesting a free year of service.
When we spoke, I advised you that I reviewed a number of your call recordings. I found that the agent did provide you with inaccurate information regarding your bill not increasing by having a dual tuner receiver installed instead of a single tuner. Because you were given misinformation, we provided account credits of $103.99. You will receive a $5.00 monthly credit for ten months, a $17.00 monthly credit for 12 months and a $15.00 monthly credit for six months.
I explained to you that when you placed your order for the upgrade our agent set up the order without a commitment. The contract you received should have not been sent due to you not being under a commitment. I reviewed the contract which was not signed with your name, but there was a scribbled line on it. I apologized that you received a contract, but assured you that you are not under a commitment.
I am unable to meet your request for a free year of service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 7, 2015
Mr. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the Better...
Business Bureau.
You expressed concern about the dishNET internet speed, and you requested a refund of $680.00.
When we spoke, I advised you that our records indicate we received five technical service calls from you since your account initiation on June 27, 2014. A technician visit was offered but you declined.
As a courtesy, I made an exception and waived your data early termination fee. However, as our records indicate that your reported internet speeds were within acceptable levels and that service was rendered, we are unable to provide the refund you requested.
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 ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
August 27, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 24, 2015, we received your complaint, dated August 20, 2015,...
filed with the Revdex.com.
You said that your credit card account was debited $400.00 for an early termination fee for a DISH Network account that is not yours. You indicated that you did not authorize the use of your credit card. You also claim that you did not receive a copy of the agreement.
When I spoke with you by telephone today, I informed you that this was the credit card information provided when the account was established. Since you are listed as an authorized user, the debit is valid.
Your service was disconnected due to non-payment on March 14, 2015, and since the 24-month agreement was not fulfilled, you were charged a $400.00 early termination fee.
I have enclosed a copy of the 24-month agreement although an email was sent to you at [redacted]@gmail.com when the account was activated on December 14, 2014. The agreement provides authorization to automatically debit the credit/debit card that was used to establish the account for the early termination fee and/or equipment fees.
Since you maintain that your credit/debit card was used without your authorization, you may wish to file an ID Theft Affidavit or fraud report.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
that is not at all what you said or how you said it when you called me about it. the phone call lasted a whole one minute. As for you telling just because I filed a Revdex.com complaint that does not mean you have to do what I say. I think that was total unprofessional. You called to pretty much cuss me out and not to try and resolve this matter. I asked you to send me the signed contract you said you would but have not. now you say you sent it to a email that is not mine. I am just wondering what kind of games you are trying to play. You also say I am a authorized user again I ask show me anything signed by me or any voice recorded call by me about setting up this account. all you have is my name and credit card in fact my bank gave you my right address. if you cant show me any of these then give me my money back.
Final Business Response /* (4000, 9, 2015/09/09) */
September 8, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your complaint, dated September 2, 2015, filed with the Revdex.com.
You indicate that you are dissatisfied with the customer service you received, and you continue to dispute the $400.00 charge to your credit/debit card. You state that you did not receive the Digital Home Advantage (DHA) agreement.
It was not my intent to add to your frustration.
This account was established through [redacted]. You may contact them directly at X-XXX-XXX-XXXX.
As previously advised, when this account was established, that is the credit card information that was provided to us. Since you maintain that your debit/credit card was used without your authorization, you may wish to file an ID Theft Affidavit.
The email [redacted]@gmail.com that the Digital Home Advantage (DHA) agreement was originally sent to is the email address listed on the account. You also maintain that you did not receive the copy that I previously sent to you. I have enclosed an additional copy for your review.
Nevertheless, the $400.00 was returned to your financial institution on August 31, 2015, through a dispute that you filed.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: 11878234
I am rejecting this response because: The phone and internet were completely down until just this second, 1/6/2017 9:55 a.m. there was no way for me to respond until now.
Sincerely,
September 20, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 14, 2017, we received your complaint, dated September 7, 2017, filed with the Revdex.com. You indicated that you were not provided with HD channels as promised and you were required to purchase additional equipment. Our records do not show that DISH Network offers your local channels in HD--they are only available in standard definition. On August 28, 2017, you purchased an over-the-air antenna, so that you could receive the local channels in HD. However, an adapter is required for the channels to show in your guide and to be able to record from them. When I spoke with you by phone on September 19, 2017, I advised you that I reversed the charges of $51.98 that were applied to your account for the antenna and shipping fee. I also shipped you an adapter at no cost. The adapter was scheduled to be delivered on September 19, 2017, by [redacted]. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel. 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]
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]
May 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On May 25, 2016, we received your rebuttal, dated May 24, 2016, filed with the Revdex.com. You indicated that your price was to be locked in but your monthly rate changed. You also maintain that you did not request to receive the Protection Plan. As I explained in my previous response, you were provided with correct information when you chatted in to initiate your DISH Network account. As we discussed, DISH Network strives to keep our prices low; however, occasionally we must increase our rates. Additionally, as part of the promotion that you requested, you received the Protection Plan free for six months. If you had indicated that you did not wish to receive the service, the salesperson would have removed it for you at that time. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
*
July 7, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 29, 2016, we received your complaint, dated June 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on July 1, 6 and 7, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that damage was done to your home during your installation and you are requesting to be reimbursed $2,400.00. I forwarded a copy of your complaint to our Corporate Field Resolutions team and I requested that your claim manager contact you. If you have any questions regarding your claim, please contact Ms. [redacted] at [redacted], ext. [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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
January 19, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] 8255909498860508-3604033 Dear Mr. [redacted]: On January 17, 2018, we received your rebuttal, dated January 14, 2018, filed with the Revdex.com. You expressed concern with the collection attempts. You said that your aunt returned the leased equipment on your behalf and did not receive a receipt. I requested that the collection agency cease contact with you. As previously explained, your account was disconnected due to nonpayment on April 1, 2017. The balance of $578.00 includes charges for service rendered and the unreturned leased equipment fee. Until we are able to verify the equipment return, the $348.00 equipment fees will remain on your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. Collins: On February 10, 2016, we received your complaint, dated February 8, 2016, filed with the Revdex.com. You disputed the shipping fee applied to your DISH Network account, and you requested to have your satellite dish removed. When we spoke, I explained that DISH...
Network does not request the return of your dish and, as it is considered a permanent fixture, it becomes your property once your account is disconnected. I also advised you that I made an exception and waived the $10.00 fee applied to your account, as a courtesy. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
March 13, 2018 Mr. and Mrs. [redacted] and [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On March 6, 2018, we received your correspondence, dated March 5, 2018, filed with the Revdex.com. You said that you were unable to get all the local channels and a technician was unable to pull in the channels with an over-the-air (OTA) antenna. You maintain that you were told you had 60 days to cancel your service, and you disputed the early termination fee. You also expressed dissatisfaction with the customer service you experienced. Our records reveal that you established the account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Please note that we do not offer a trial period within which to cancel the service without penalty. I enclosed a copy of the signed DHA agreement for your records. When I spoke with you on March 12, 2018, I advised you that your sales call revealed the agent did not offer you a trial period. You disagreed and terminated the call. You subscribed to the Rapid City, SD, locals which include [redacted], along with the [redacted] channel. We also provided you with a free OTA antenna with a technician visit on February 18, 2018. On this date, the technician reported that the antenna was unable to pick up the CW channel. Because the service was disconnected prior to the promotional fulfillment date, you were billed $480.00 for an early termination fee. In addition, you were billed $15.00 for the equipment return fee. Although the full early termination fee is valid, I made an exception and reduced the fee to $100.00. We ask that the balance of $183.36 be paid. This includes the early termination the equipment return fees, and charges for service rendered. As of today, your account balance has not been reported to collections. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. A return box and label were delivered by UPS to your address on March 8, 2018. We appreciate your feedback and your concerns will be reviewed internally. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 24, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 20, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that Dish Network withdrew a $440.00 early termination fee from your bank account without your authorization. You disputed the enforcement of this fee and you requested a refund. My three attempts to contact you at [redacted] and [redacted] on June 20, 21 and 24, 2016, were unsuccessful. However, I was able to leave a message and my contact information at [redacted]. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. A copy of your contract was included in that correspondence. I am unable to waive your early termination fee based on your contractual terms and the information provided in your complaint. As indicated in your contract, the withdrawal of the early termination fee was authorized. I am unable to provide the refund that you requested. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Initial Business Response /* (1000, 6, 2015/10/27) */
October 26, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 20, 2015, we received your complaint, dated October 19, 2015,...
filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on October 20, 21 and 22, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the debit of $409.73 that was applied to your credit card account. You maintain that the card debited was not the initial card provided when you signed up for our service.
Your service was activated on November 8, 2014, with a 24-month commitment, and it was disconnected on May 11, 2015. Since your term commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. This brought your total balance due to $409.73. As your account was enrolled in Credit Card AutoPay, DISH Network continued to attempt to collect the balance from your credit card account; however, we received declined responses until the debit was successful on August 1, 2015.
Please be advised that DISH Network will only use the information provided to us. We encourage you to contact your financial institution for further information.
As a courtesy, I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
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]
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]
Initial Business Response /* ([redacted]0, 4, 2015/05/18) */
May 8, 2015
Mr. [redacted]
[redacted] Dr., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with...
the Revdex.com.
You expressed concern with the following issues:
DISH Pause
Term commitment
Credit card debit
You indicated that you placed your service on DISH Pause in May 2014; however, you continued to be billed for service. Our records confirm that your TV service was placed on DISH Pause on May 10, 2014. DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause does not count towards your term commitment and will extend the term commitment by the number of months your service is paused. Confirmation of the DISH Pause, as well as the Terms and Conditions, were sent to [redacted].[redacted]. Please note that our internet service cannot be placed on DISH Pause. As a result, you continued to be billed monthly for these services as normal. As you were enrolled in Credit Card AutoPay, the service charges were automatically debited from your credit card account.
DISH Pause was removed on February 5, 2015, because the maximum time frame was reached. As a result, your previous service charges were reinstated. However, your service was once again placed on DISH Pause on February 10, 2015, for nine months and currently remains on DISH Pause. Confirmation of the DISH Pause, as well as the Terms and Conditions, was sent to [redacted].COM.
You maintain that you were told that there was no term commitment for our services. Your internet and TV services were activated on January 23, 2014, with a 24-month commitment for each service. Please be advised that our term commitments are disclosed in our advertisements and by phone when service is set up. Our records reveal that an email was sent to [redacted].[redacted] on January 22, 2014, disclosing the promotional details of our service, including the 24-month commitments. I have also enclosed copies of your 24-month agreements wherein the term commitments are disclosed. On March 6, 2015, the 24-month commitment for your internet service was waived and the internet service was canceled.
You said that your credit card account was debited $198.00 without your authorization. On April 10, 2015, you were charged $99.00 for an unreturned modem and $99.00 for an unreturned TRIA (piece on the satellite dish). Per your contractual agreements, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees. As a result, your credit card account was debited $198.00 on May 1, 2015, for the unreturned equipment fees. Although a refund of $198.00 was submitted on May 1, 2015, it was disapproved because our records do not show that the equipment was returned. We also show that you were unable to provide a return tracking number.
When I spoke with you by phone on May 7, 2015, I advised you that I made an exception and reversed the equipment fees. I also submitted a refund of $198.00 to your credit card account. The refund was completed on May 7, 2015. Please allow two to three business days for your bank to process it.
Also, I informed you that the 24-month commitment for your TV service remains valid. If you choose to disconnect your service, an early termination fee will be applied to your account. You agreed to contact me directly to disconnect your service so that I may assist you with the amount of the early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
Enclosures (2)
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.)
My Service was actually put on pause in May of 2013 the first time. At this time I was told by an employee of Dish Network "that, if I do pause my service, this would lower my termination fee." (When I signed up for Dish, I was told there was no termination fee.)
So, I put my service on Pause. Then in 2014 I received a bill. I called Dish to resolve the issue. I was then informed to stop my Internet Service and put the TV service back on pause. I did this, I shipped back my internet equipment, in the box they sent. [redacted] asked if I had a tracking number for the box, I didn't have one. (It was their box and their label.) I spoke with a lady in the internet department, she was kind enough to stop payment and search the box. She told me before any charge that I would receive a phone call to go over everything that took place during the search. I didn't receive a call, I received a payment deduction from my account.
When I spoke with [redacted], she basically informed me that it didn't matter what I was told over the phone by an Employee with Dish. The only thing that mattered was what came to me in email to [redacted].[redacted].
1.When I moved,in "2013" I changed my information to [redacted].com, I should have never been receiving information to my old email. Because that email no longer existed.
2.When you speak with someone over the phone, you expect to be told correctly about service through the company they work for. You don't expect to be told false information only to receive a bill in the future and to have someone else within the company explain that it doesn't really matter what I was told, "I should have read the email."
(Not only was I told this once, I was told this twice. Both times I put my Service on pause I was told this by 2 separate employees.)
To me, this is false advertisement. This is keeping someone locked in to the company by telling them false information.
From Day 1 this company has been unable to input data, phone numbers, email address changes or any information. I sent my equipment back for the internet. Do I think that this could be a mistake on their part, absolutely. But, she did help me with that and refund my money.
But I now have to pay to terminate my service. I was told that this would not be the case if I put my service on pause. Not honoring what your employee tells someone over the phone is BAD BUSINESS!!!
Final Business Response /* (4000, 8, 2015/05/27) */
May 26, 2015
Mr. [redacted]
[redacted] Dr., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 20, 2015, we received your additional correspondence, dated May 19, 2015, filed with the Revdex.com.
When I contacted you by phone on May 20, 2014, you indicated that you would call me back; however, I did not receive a call.
You expressed further concern with the following:
Internet equipment
Email address
Customer service
Early termination fee
Although we have no record that the leased internet equipment was returned, this issue was addressed. I previously reversed the unreturned equipment fees and provided a refund to your credit card account.
Our records do not show that your email address was changed in 2013; however, the correct email address is now on file.
We appreciate that you brought your customer service concerns to our attention so that we may address them with the appropriate personnel.
As previously advised, DISH Pause does not count towards your term commitment and will extend the term commitment by the number of months your service is paused. This is disclosed in the 24-month agreement that was included with my previous letter. The 24-month commitment for your TV service is valid. My previous offer to assist you with the early termination fee amount will still apply. You may contact me directly to accept.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
September 9, 2016 Dear Ms. [redacted]: On September 1, 2016, we received your correspondence, dated September 1, 2016, filed with the Revdex.com. You said DISH Network has debited your bank account without authorization, and you requested a refund. ...
I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. I was unable to locate your DISH Network account with the information you provided in your correspondence. So that I may assist you further with this matter, please contact me directly to provide additional information. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Complaint: 11840140
I am rejecting this response because: The number that has been called is not my work line, it is my personal cell. The number is [redacted]. I don't care for a response, I simply wish to not be contacted as it occurs during business hours and serves as a distraction from my job.
Sincerely,
[redacted]
February 13, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 1, 2018, we received your complaint, dated January 31, 2018, filed with the Revdex.com. You said that you experienced poor internet service and you were misinformed about dishNET internet capabilities. You requested that your 24-month commitment be waived. When we spoke, I informed you that our records show only one call for technical assistance. In September 2017 you contacted us stating that you could not connect to the internet. The issue was resolved by changing your network password. I reviewed your sales call and I found that no misinformation was given. The agent never compared our internet service to that provided by other companies. As you indicated, you use the internet for basic emailing and web browsing. The agent correctly advised you that 5 GB a month would be sufficient for be that level of activity. Please note that downloading and uploading video or photo files uses more data than simple text. I made an exception and waived your 24-month commitment, even though our records do not reflect any ongoing technical issues or misinformation. 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]
November 2, 2016 Dear Mr. [redacted]: On November 1, 2016, we received your complaint, dated October 27, 2016, filed with the Revdex.com. You disputed the monthly rate associated with your DISH Network account. When we spoke, you advised me that your issue was resolved when Ms. [redacted] with DISH Network applied a monthly $15.00 credit for six months to your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####