[redacted] Dear Mr. [redacted]: On August 25, 2017, we received your complaint, dated August 24, 2017, filed with the Revdex.com. You expressed concern with the removal of your promotional offers due to the disconnection of your service. You indicated that you restarted your service the same day and only the promotional discounts were reinstated. You would like for the free movie channels to be reapplied to your account. Our records show that your service was disconnected on August 23, 2017. Please be advised that any promotional offers are automatically forfeited when the service is disconnected. Our records confirm that your service was restarted on August 23, 2017, and all promotional offers, including the movie channels were reinstated. When I spoke with you by phone on August 29, 2017, you advised me that your concerns were previously addressed. We appreciate that you brought your customer service 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]
July 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 8, 2016, we received your complaint, dated July 5, 2016, filed with the Revdex.com. You expressed concern with ongoing technical issues with your Hopper receiver and its recording capabilities. Because these issues have not been resolved, you requested that we release you from your contract. When we spoke by phone, I said that we would like the opportunity to send a technician to your home in order to address these concerns. I will waive the fee and I advised you to contact me directly if the problems continue once the visit is completed. If we are unable to resolve the technical issues, I will release you from your contract. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
[redacted] Dear Ms. [redacted]: On January 4, 2018, we received your complaint, dated January 3, 2018, filed with the Revdex.com. I unsuccessfully attempted to contact you at ([redacted] and ([redacted] on January 10 and 11 2018. I also received a message from you. You indicated that you disconnected your service on October 16, 2017, yet a payment of $165.36 was debited from your bank account on November 16, 2017. You believed that this was for service from October 15, 2017, to November 14, 2017, and you requested a refund. You also mentioned that you returned the equipment. Our records reveal that your service was disconnected, per your request, on October 9, 2017, and all charges from that day forward were reversed. There was no payment in November 2017. The last payment that we received was for $188.06 on September 17, 2017. It was for service from September 15, 2017, to October 14, 2017. The credit balance for service from October 9, 2017, to October 14, 2017, covered the charges for two $12.00 equipment return fees as well as the Video on Demand (VOD) movie “Alien: The Covenent”. The charges for the VOD “Wonder Woman” were reversed as a courtesy. There is a zero balance and no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On March 18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.com. You stated that you experienced service issues with your DISH Network TV and dishNET internet services. The internet early termination fee was waived; however, you have been charged an early termination fee for the TV service. You requested that this fee be refunded as well. When we spoke today, we reviewed the contract for the TV service. The signature on the contract is invalid; therefore, as a courtesy, I have waived the $400.00 early termination fee. Additionally, I applied a credit for the time that you were without service, and I issued you a refund for the full $498.50 charge. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
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]
*
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,
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]
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]
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]
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]
Initial Business Response /* (1000, 4, 2015/05/04) */
April 23, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 20, 2015, we received your complaint, dated April 17, 2015, filed with the...
Revdex.com.
You expressed the following concerns:
Service rate
Early termination fee
Customer service
I attempted to reach you at (843) 810-9710 on April 21, 22 and 23, 2015. I left one voice message. On two occasions there was no option to leave a message. I also sent an email to [redacted].com (enclosed).
I reviewed your call that took place on February 27, 2015 (the date your account was placed on pause). The representative offered to apply a $45.00 credit to your account to cover the cost of the monthly pause fee of $5.00 for nine months. He also agreed to reapply the $35.00 monthly credits for eight months to fulfill the first-year quoted rate for the America's Top 200 package.
Since the service was disconnected prior to the promotional fulfillment date, an early termination fee of $420.00 was applied.
Please contact me directly to restore your service, and I will honor the discounted price for the America's Top 200 package. When the service is restored the early termination fee will be reversed.
We strive to provide excellent service and I apologize for any inconvenience you may have experienced. 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]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[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 ###-###-####
Dear Mrs. [redacted]: On February 27, 2018, we received your complaint, dated February 26, 2018, filed with the Revdex.com. You maintain that when you initiated service, you told the agent that you did not want the free three-month trial for premium channels. You disputed the fees for the premium channels and you requested these charges be removed from your Windstream bill. You also disputed your term commitment. I attempted to reach you at ([redacted] on February 27, 2018, and March 1 and 5, 2018. I left two voice messages. On one occasion, there was no option to leave a message. I also sent an email to [redacted]. You established your service under the Digital Home Advantage promotion with a 24-month commitment through Windstream. Your sales call will be investigated internally. If the service is canceled prior to the promotional fulfillment date, an early termination fee will apply. Please know that while DISH Network and Windstream offer bundle billing options, they are separate independent companies that set their own business policies and procedures. Because we bill for service in advance, you were billed $41.25 for the premium channels from February 22, 2018 through March 21, 2018. The premium channels were removed from your account on February 26, 2018. A total credit of $48.91 was applied to your account for these channels. You were only billed for one month of the premium channels after the free trial period. You have a bundled bill and we are unable to immediately credit your Windstream account. The credit will appear on your next bundled bill. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
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 ###-###-####
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.
Sincere Thanks
[redacted]
February 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 12, 2016, we received your complaint, dated February 9, 2016, filed with the Revdex.com. You said that you were provided incorrect information when you contacted DISH Network to upgrade your equipment. You requested to have your balance waived. When we spoke, I advised you that I reviewed both of your calls to upgrade your equipment. With the exception of one fee, you were provided with correct information. As you were not advised that a $99.00 receiver fee would be applied to your account, I waived it. I also advised you that one Joey receiver had yet to be received and that the associated $99.00 unreturned equipment fee would be waived once we receive it. As no other incorrect information was provided, we are unable to honor your request to waive your balance. 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 [redacted] [redacted] [redacted] Tell us why here...
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]
December 22, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com.
You said that an...
unauthorized payment was debited from your bank account and that you were given conflicting information concerning your refund.
When I attempted to reach you at [redacted] on December 21, 2015, a woman answered and advised me that I had the wrong number.
Our records indicate that the second payment to which you referred was an electronic funds transfer (EFT) or electronic check payment. As such, DISH Network must hold the payment for 14 days before refunding it to ensure that the funds are actually transferred to our account. After the 14-day hold, we will attempt to deposit the refund electronically; however, if the electronic refund is unsuccessful, we will send a paper check.
As we sincerely regret any inconvenience this issue may have caused, I applied a credit to your account for $107.84. We appreciate your feedback concerning your experience and it will be used to improve our agents' interactions with our customers.
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
[redacted]
February 23, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 14, 2018, we received your complaint, dated February 13, 2018, filed with the Revdex.com. You stated that you experienced unresolved technical issues and you were dissatisfied with the compensation offered by customer service. You also expressed concern with the time of day that we could schedule a technician visit to address these issues. In addition, you said the balance is having a negative effect on your credit. A review of your account reveals that the remote problems you had were resolved over the phone. When we spoke, I advised you that I applied a credit of $81.98 to your account as compensation for the technical issues. We regret that your experience was unfavorable. Please note, we cannot schedule a technician to come to your home outside of their normal operating hours. I removed the unreturned equipment fee for the LNBF ($50.00) from your account, leaving a balance of $86.27. Once this is paid, collections and the credit bureaus will be notified and your credit file will be updated. 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 (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On August 25, 2017, we received your complaint, dated August 24, 2017, filed with the Revdex.com. You expressed concern with the removal of your promotional offers due to the disconnection of your service. You indicated that you restarted your service the same day and only the promotional discounts were reinstated. You would like for the free movie channels to be reapplied to your account. Our records show that your service was disconnected on August 23, 2017. Please be advised that any promotional offers are automatically forfeited when the service is disconnected. Our records confirm that your service was restarted on August 23, 2017, and all promotional offers, including the movie channels were reinstated. When I spoke with you by phone on August 29, 2017, you advised me that your concerns were previously addressed. We appreciate that you brought your customer service 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]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
July 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 8, 2016, we received your complaint, dated July 5, 2016, filed with the Revdex.com. You expressed concern with ongoing technical issues with your Hopper receiver and its recording capabilities. Because these issues have not been resolved, you requested that we release you from your contract. When we spoke by phone, I said that we would like the opportunity to send a technician to your home in order to address these concerns. I will waive the fee and I advised you to contact me directly if the problems continue once the visit is completed. If we are unable to resolve the technical issues, I will release you from your contract. 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 15, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 4, 2018, we received your complaint, dated January 3, 2018, filed with the Revdex.com. I unsuccessfully attempted to contact you at ([redacted] and ([redacted] on January 10 and 11 2018. I also received a message from you. You indicated that you disconnected your service on October 16, 2017, yet a payment of $165.36 was debited from your bank account on November 16, 2017. You believed that this was for service from October 15, 2017, to November 14, 2017, and you requested a refund. You also mentioned that you returned the equipment. Our records reveal that your service was disconnected, per your request, on October 9, 2017, and all charges from that day forward were reversed. There was no payment in November 2017. The last payment that we received was for $188.06 on September 17, 2017. It was for service from September 15, 2017, to October 14, 2017. The credit balance for service from October 9, 2017, to October 14, 2017, covered the charges for two $12.00 equipment return fees as well as the Video on Demand (VOD) movie “Alien: The Covenent”. The charges for the VOD “Wonder Woman” were reversed as a courtesy. There is a zero balance and no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On March 18, 2016, we received your correspondence, dated March 17, 2016, filed with the Revdex.com. You stated that you experienced service issues with your DISH Network TV and dishNET internet services. The internet early termination fee was waived; however, you have been charged an early termination fee for the TV service. You requested that this fee be refunded as well. When we spoke today, we reviewed the contract for the TV service. The signature on the contract is invalid; therefore, as a courtesy, I have waived the $400.00 early termination fee. Additionally, I applied a credit for the time that you were without service, and I issued you a refund for the full $498.50 charge. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
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]
*
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,
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]
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]
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]
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]
Initial Business Response /* (1000, 4, 2015/05/04) */
April 23, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 20, 2015, we received your complaint, dated April 17, 2015, filed with the...
Revdex.com.
You expressed the following concerns:
Service rate
Early termination fee
Customer service
I attempted to reach you at (843) 810-9710 on April 21, 22 and 23, 2015. I left one voice message. On two occasions there was no option to leave a message. I also sent an email to [redacted].com (enclosed).
I reviewed your call that took place on February 27, 2015 (the date your account was placed on pause). The representative offered to apply a $45.00 credit to your account to cover the cost of the monthly pause fee of $5.00 for nine months. He also agreed to reapply the $35.00 monthly credits for eight months to fulfill the first-year quoted rate for the America's Top 200 package.
Since the service was disconnected prior to the promotional fulfillment date, an early termination fee of $420.00 was applied.
Please contact me directly to restore your service, and I will honor the discounted price for the America's Top 200 package. When the service is restored the early termination fee will be reversed.
We strive to provide excellent service and I apologize for any inconvenience you may have experienced. 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]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[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 6, 2018 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mrs. [redacted]: On February 27, 2018, we received your complaint, dated February 26, 2018, filed with the Revdex.com. You maintain that when you initiated service, you told the agent that you did not want the free three-month trial for premium channels. You disputed the fees for the premium channels and you requested these charges be removed from your Windstream bill. You also disputed your term commitment. I attempted to reach you at ([redacted] on February 27, 2018, and March 1 and 5, 2018. I left two voice messages. On one occasion, there was no option to leave a message. I also sent an email to [redacted]. You established your service under the Digital Home Advantage promotion with a 24-month commitment through Windstream. Your sales call will be investigated internally. If the service is canceled prior to the promotional fulfillment date, an early termination fee will apply. Please know that while DISH Network and Windstream offer bundle billing options, they are separate independent companies that set their own business policies and procedures. Because we bill for service in advance, you were billed $41.25 for the premium channels from February 22, 2018 through March 21, 2018. The premium channels were removed from your account on February 26, 2018. A total credit of $48.91 was applied to your account for these channels. You were only billed for one month of the premium channels after the free trial period. You have a bundled bill and we are unable to immediately credit your Windstream account. The credit will appear on your next bundled bill. 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 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
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 ###-###-####
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.
Sincere Thanks
[redacted]
February 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 12, 2016, we received your complaint, dated February 9, 2016, filed with the Revdex.com. You said that you were provided incorrect information when you contacted DISH Network to upgrade your equipment. You requested to have your balance waived. When we spoke, I advised you that I reviewed both of your calls to upgrade your equipment. With the exception of one fee, you were provided with correct information. As you were not advised that a $99.00 receiver fee would be applied to your account, I waived it. I also advised you that one Joey receiver had yet to be received and that the associated $99.00 unreturned equipment fee would be waived once we receive it. As no other incorrect information was provided, we are unable to honor your request to waive your balance. 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 [redacted] [redacted] [redacted] Tell us why here...
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]
December 22, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com.
You said that an...
unauthorized payment was debited from your bank account and that you were given conflicting information concerning your refund.
When I attempted to reach you at [redacted] on December 21, 2015, a woman answered and advised me that I had the wrong number.
Our records indicate that the second payment to which you referred was an electronic funds transfer (EFT) or electronic check payment. As such, DISH Network must hold the payment for 14 days before refunding it to ensure that the funds are actually transferred to our account. After the 14-day hold, we will attempt to deposit the refund electronically; however, if the electronic refund is unsuccessful, we will send a paper check.
As we sincerely regret any inconvenience this issue may have caused, I applied a credit to your account for $107.84. We appreciate your feedback concerning your experience and it will be used to improve our agents' interactions with our customers.
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
[redacted]
February 23, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 14, 2018, we received your complaint, dated February 13, 2018, filed with the Revdex.com. You stated that you experienced unresolved technical issues and you were dissatisfied with the compensation offered by customer service. You also expressed concern with the time of day that we could schedule a technician visit to address these issues. In addition, you said the balance is having a negative effect on your credit. A review of your account reveals that the remote problems you had were resolved over the phone. When we spoke, I advised you that I applied a credit of $81.98 to your account as compensation for the technical issues. We regret that your experience was unfavorable. Please note, we cannot schedule a technician to come to your home outside of their normal operating hours. I removed the unreturned equipment fee for the LNBF ($50.00) from your account, leaving a balance of $86.27. Once this is paid, collections and the credit bureaus will be notified and your credit file will be updated. 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 (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]