October 12, 2016 Dear Mr. [redacted]: On October 10, 2016, we received your complaint, dated October 7, 2016, filed with the Revdex.com. You mentioned that you provided your advertisements in your previous correspondence. You also indicated you did not agree with my previous offer of a $5.00 monthly credit. I regret that I did not receive the documentation with your original complaint. However, per our conversation, I received your email that included them. Our website advertises a rate of $39.99, which is the sale price for the Flex Pack only (regular price is $34.99). It does not include the $10.00 DVR fee. The 2-Year Price Guarantee is $39.99 for the Flex Pack with a DVR fee. When you enroll in Credit Card AutoPay (CCA), you receive a $5.00 monthly discount as long as you are enrolled. · Flex Pack ...⇄ $34.99 · DVR service fee $10.00 $44.99 · CCA discount ...⇄ -$5.00 $39.99 before tax However, you also subscribe to the Local Pack and News Pack which are priced at $10.00 each. The total price is $59.99 plus tax. A review of the sales chat dated August 27, 2016, reveals that the price that you were quoted was incorrect. Therefore, as an exception, I applied a $10.00 monthly credit to your account for the remainder of your 24-month agreement. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You said that DISH Network collected an unauthorized payment for the early termination fee and you requested a refund. When we spoke today, I advised you that you participated in the Digital Home Advantage (DHA) promotion. When you agreed to this promotion you authorized DISH Network to access your qualifying credit card account ending in 7868 to collect payment for the early termination fee. I offered to send a copy of your signed DHA agreement but you declined. Unfortunately, DISH Network does not offer a payment arrangement option. The early termination fee is valid, and no refund is warranted. 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 [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]
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]
Complaint: [redacted]
I am rejecting this response because:My service was not disconnected for nonpayment, I had suspened my service for 6 months. Since this was not the issue for which I made the claim with the Revdex.com I won't get pulled into that.I contacted DISH on 10/12/15, 4/29/16 and 6/27/16 to get a shipping box sent. I have never received a box for shipping the receiver to DISH after being told multiple times that I would receive one withing 2-3 working days. Not one person, until my 6/27/16 call to them, said that I did not get a box because the equipment was obsolete. Nor did DISH remove the amount they claim was owed because the receiver was not sent back to them, in fact they still showed it as owing and had sent it to collections.I talked with Ana from DISH on 7/1/16. She stated the the amount owed would be taken off, that I would get a letter stating this, which I have not received, and that one would be sent to the collections agency. She stated that the letter would not indicate DISH's fault at sending the account to collections. I want something, in writing, that states the amount in question was never owed nor should it have been sent for collection. Thank you, [redacted]
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/27) */
May 21, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the Better...
Business Bureau.
You indicated that you established this account for your mother, Ms. [redacted], and you were unaware that there was a balance on the account. You expressed concern that the account was referred to collections without notifying you that there was a balance due.
This account was established on August 19, 2009, and disconnected on June 6, 2012. The balance is for a $150.00 early termination fee and a $10.00 box return fee. The account was referred to collections on April 11, 2013.
When I spoke with you by telephone today, I informed you that the billing statements and collection notification were sent to the address on the account. We use the information that is provided to us.
As an exception, I removed the $144.31 balance and notified collections to remove this account from your credit report. Please allow six to eight weeks for the bureaus to reflect any updates.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
if they remove it from my credit report I will be satisfied
Dear Ms. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You stated that you received a collection notice concerning a $245.14 balance owed on your disconnected DISH Network account. Additionally, you were...
charged for service after the account was disconnected. As a result, you are owed a $106.57 refund. You requested that this matter be resolved. In our January 25, 2016, email correspondence, I advised you that the $245.14 balance was for unreturned equipment. Return shipping materials were shipped in February 2015, but were not delivered. I have reshipped these items. The tracking numbers are 1Z40388F[redacted]9 and 1Z40388F[redacted]8. Once the leased equipment is returned, the $245.14 collection balance will be resolved. I will then issue a refund for $106.57. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Complaint: [redacted]
I am rejecting this response because: I am still having service outage they called a few days ago and wanted me to leave my appointment with my doctor because they were sending a service manager without any prior notice I am under intense medical care and can not leave my doctors appointment I asked them to call back when I get done at the doctor they did not call back.
Sincerely,
[redacted]
March 21, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You indicated that your due date was not changed and you expressed concern with the customer service you received. A review of your account reveals that this complaint was filed on March 18, 2016. Your new bill cycles on the 19th of each month for the requested due date of the 3rd of the following month. As I advised you in my previous correspondence, our records reflect that a request to change your billing cycle was submitted on February 29, 2016. It takes up to two billing cycles for the change to take effect. I apologize if you did not receive an expected call from me. 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]
August 17, 2016 Dear Ms. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You indicated that when you upgraded your receiver, you did not request a DVR one and you are disputing the DVR...
fee that is included. Our records reveal that, at this time, the only Duo receiver available to you includes a DVR. When I spoke with you by telephone today, you informed me that the customer service agent you spoke with provided you with a $10.00 monthly credit for ten months. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/11/10) */
November 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 3, 2015, we received your correspondence, dated November 2,...
2015, filed with the Revdex.com.
You indicated that when you purchased your DISH Network service you were assured that you would have full access to the Boston Celtics games. That has not been the case, as you have experienced repeated blackouts of the broadcast. You requested that your sales call be reviewed and you would like your early termination fee waived so you can disconnect the service without penalty.
When we spoke on November 3, 2015, I agreed to waive your early termination fee as a courtesy. You accepted this resolution and indicated that you plan to proceed with service disconnection when you have established service with another provider.
Our review of your sales call failed to confirm your access requirements to the Celtics games.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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]
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]
Initial Business Response /* (1000, 10, 2015/06/15) */
June 11, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On June 11, 2015, we received your correspondence, dated June 10, 2015, filed with the...
Revdex.com.
You said that your service was $54.99 per month and you expressed concern with the price increase.
A review of your account shows that your service was established under the Digital Home Advantage promotion with a 24-month commitment. You received a monthly discount of $22.00 for 12 months and a price protection credit of $3.00 for ten months. In addition, you received the HBO, Showtime, Starz and Cinemax channels free for three months, and the Protection Plan free for four months. When the free service and discounts ended the regular program price applied.
You currently subscribe to the Latino Basico programming and you have an HD receiver and the Protection Plan. The monthly billing rate before tax is $44.99.
Our records reveal that a DISH Move-In Deal installation was completed on April 1, 2015, and a $100.00 fee was applied. As a courtesy, a $10.00 monthly credit was applied for ten months. I made an exception and reversed the $100.00 fee from your account. The balance now due for service rendered is $68.46.
When we spoke today, you advised me that this was previously resolved.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Tell us why here...July 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 1, 2016, we received your complaint, dated June 30, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 7, 8 and 12, 2016, and I left three messages. You expressed concern with the technical issues you experienced with your Video-On-Demand feature, and that it is a known issue that has not been corrected. Our records reveal that this known receiver issue was corrected on July 5, 2016. We regret that this experience was discouraging. I applied one month of service credit for the America’s Top 250 package ($89.99) for the inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[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]
[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 19, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that you moved and the technician who was sent to your home advised you that there was no clear signal for service. You also stated that a second technician was not sent to your home on March 19, 2016, as promised. Your service was activated on October 21, 2015, with a 24-month commitment. Per your promotion agreement, you are still bound to the term commitment if you change your residence. Although we show that a technician was sent to your home on March 12, 2016, to install service at your new residence, we have no confirmation from him that there was no line of sight. In addition, our records do not reflect that a second appointment was scheduled for March 19, 2016. When I spoke with you by phone on March 22, 2016, you declined my offer to schedule an appointment. I made an exception and waived your 24-month commitment. As you requested, I disconnected your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [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]
[redacted]: On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the Revdex.com. You disputed your early termination fee as you maintain that you experienced loss of service. You requested that this information be removed from your credit report. When we spoke today, I advised you that I removed the remaining account balance of $90.50 as an exception. This information will also be removed from your credit report. Please allow eight weeks for processing. You accepted this resolution. 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 [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]
Complaint: [redacted]
I am rejecting this response because:[redacted] is lying about the damage claim. The claims dept called me and refused to open a claim. [redacted] is lying when she states that the tenants are responsible. Dish Network has a responsibility to obtain the owner's permission, and made no attempt to do so. I will file against them in small claims court, and I will win. My complaint is unresolved.
Sincerely,
[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]
October 12, 2016 Dear Mr. [redacted]: On October 10, 2016, we received your complaint, dated October 7, 2016, filed with the Revdex.com. You mentioned that you provided your advertisements in your previous correspondence. You also indicated you did not agree with my previous offer of a $5.00 monthly credit. I regret that I did not receive the documentation with your original complaint. However, per our conversation, I received your email that included them. Our website advertises a rate of $39.99, which is the sale price for the Flex Pack only (regular price is $34.99). It does not include the $10.00 DVR fee. The 2-Year Price Guarantee is $39.99 for the Flex Pack with a DVR fee. When you enroll in Credit Card AutoPay (CCA), you receive a $5.00 monthly discount as long as you are enrolled. · Flex Pack ...⇄ $34.99 · DVR service fee $10.00 $44.99 · CCA discount ...⇄ -$5.00 $39.99 before tax However, you also subscribe to the Local Pack and News Pack which are priced at $10.00 each. The total price is $59.99 plus tax. A review of the sales chat dated August 27, 2016, reveals that the price that you were quoted was incorrect. Therefore, as an exception, I applied a $10.00 monthly credit to your account for the remainder of your 24-month agreement. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
January 27, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You said that DISH Network collected an unauthorized payment for the early termination fee and you requested a refund. When we spoke today, I advised you that you participated in the Digital Home Advantage (DHA) promotion. When you agreed to this promotion you authorized DISH Network to access your qualifying credit card account ending in 7868 to collect payment for the early termination fee. I offered to send a copy of your signed DHA agreement but you declined. Unfortunately, DISH Network does not offer a payment arrangement option. The early termination fee is valid, and no refund is warranted. 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 [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]
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]
Complaint: [redacted]
I am rejecting this response because:My service was not disconnected for nonpayment, I had suspened my service for 6 months. Since this was not the issue for which I made the claim with the Revdex.com I won't get pulled into that.I contacted DISH on 10/12/15, 4/29/16 and 6/27/16 to get a shipping box sent. I have never received a box for shipping the receiver to DISH after being told multiple times that I would receive one withing 2-3 working days. Not one person, until my 6/27/16 call to them, said that I did not get a box because the equipment was obsolete. Nor did DISH remove the amount they claim was owed because the receiver was not sent back to them, in fact they still showed it as owing and had sent it to collections.I talked with Ana from DISH on 7/1/16. She stated the the amount owed would be taken off, that I would get a letter stating this, which I have not received, and that one would be sent to the collections agency. She stated that the letter would not indicate DISH's fault at sending the account to collections. I want something, in writing, that states the amount in question was never owed nor should it have been sent for collection. Thank you, [redacted]
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/27) */
May 21, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the Better...
Business Bureau.
You indicated that you established this account for your mother, Ms. [redacted], and you were unaware that there was a balance on the account. You expressed concern that the account was referred to collections without notifying you that there was a balance due.
This account was established on August 19, 2009, and disconnected on June 6, 2012. The balance is for a $150.00 early termination fee and a $10.00 box return fee. The account was referred to collections on April 11, 2013.
When I spoke with you by telephone today, I informed you that the billing statements and collection notification were sent to the address on the account. We use the information that is provided to us.
As an exception, I removed the $144.31 balance and notified collections to remove this account from your credit report. Please allow six to eight weeks for the bureaus to reflect any updates.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
if they remove it from my credit report I will be satisfied
Dear Ms. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You stated that you received a collection notice concerning a $245.14 balance owed on your disconnected DISH Network account. Additionally, you were...
charged for service after the account was disconnected. As a result, you are owed a $106.57 refund. You requested that this matter be resolved. In our January 25, 2016, email correspondence, I advised you that the $245.14 balance was for unreturned equipment. Return shipping materials were shipped in February 2015, but were not delivered. I have reshipped these items. The tracking numbers are 1Z40388F[redacted]9 and 1Z40388F[redacted]8. Once the leased equipment is returned, the $245.14 collection balance will be resolved. I will then issue a refund for $106.57. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Complaint: [redacted]
I am rejecting this response because: I am still having service outage they called a few days ago and wanted me to leave my appointment with my doctor because they were sending a service manager without any prior notice I am under intense medical care and can not leave my doctors appointment I asked them to call back when I get done at the doctor they did not call back.
Sincerely,
[redacted]
March 21, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You indicated that your due date was not changed and you expressed concern with the customer service you received. A review of your account reveals that this complaint was filed on March 18, 2016. Your new bill cycles on the 19th of each month for the requested due date of the 3rd of the following month. As I advised you in my previous correspondence, our records reflect that a request to change your billing cycle was submitted on February 29, 2016. It takes up to two billing cycles for the change to take effect. I apologize if you did not receive an expected call from me. 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]
August 17, 2016 Dear Ms. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You indicated that when you upgraded your receiver, you did not request a DVR one and you are disputing the DVR...
fee that is included. Our records reveal that, at this time, the only Duo receiver available to you includes a DVR. When I spoke with you by telephone today, you informed me that the customer service agent you spoke with provided you with a $10.00 monthly credit for ten months. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/11/10) */
November 4, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 3, 2015, we received your correspondence, dated November 2,...
2015, filed with the Revdex.com.
You indicated that when you purchased your DISH Network service you were assured that you would have full access to the Boston Celtics games. That has not been the case, as you have experienced repeated blackouts of the broadcast. You requested that your sales call be reviewed and you would like your early termination fee waived so you can disconnect the service without penalty.
When we spoke on November 3, 2015, I agreed to waive your early termination fee as a courtesy. You accepted this resolution and indicated that you plan to proceed with service disconnection when you have established service with another provider.
Our review of your sales call failed to confirm your access requirements to the Celtics games.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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]
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]
Initial Business Response /* (1000, 10, 2015/06/15) */
June 11, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On June 11, 2015, we received your correspondence, dated June 10, 2015, filed with the...
Revdex.com.
You said that your service was $54.99 per month and you expressed concern with the price increase.
A review of your account shows that your service was established under the Digital Home Advantage promotion with a 24-month commitment. You received a monthly discount of $22.00 for 12 months and a price protection credit of $3.00 for ten months. In addition, you received the HBO, Showtime, Starz and Cinemax channels free for three months, and the Protection Plan free for four months. When the free service and discounts ended the regular program price applied.
You currently subscribe to the Latino Basico programming and you have an HD receiver and the Protection Plan. The monthly billing rate before tax is $44.99.
Our records reveal that a DISH Move-In Deal installation was completed on April 1, 2015, and a $100.00 fee was applied. As a courtesy, a $10.00 monthly credit was applied for ten months. I made an exception and reversed the $100.00 fee from your account. The balance now due for service rendered is $68.46.
When we spoke today, you advised me that this was previously resolved.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Tell us why here...July 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 1, 2016, we received your complaint, dated June 30, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 7, 8 and 12, 2016, and I left three messages. You expressed concern with the technical issues you experienced with your Video-On-Demand feature, and that it is a known issue that has not been corrected. Our records reveal that this known receiver issue was corrected on July 5, 2016. We regret that this experience was discouraging. I applied one month of service credit for the America’s Top 250 package ($89.99) for the inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT[redacted]
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 23, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 19, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that you moved and the technician who was sent to your home advised you that there was no clear signal for service. You also stated that a second technician was not sent to your home on March 19, 2016, as promised. Your service was activated on October 21, 2015, with a 24-month commitment. Per your promotion agreement, you are still bound to the term commitment if you change your residence. Although we show that a technician was sent to your home on March 12, 2016, to install service at your new residence, we have no confirmation from him that there was no line of sight. In addition, our records do not reflect that a second appointment was scheduled for March 19, 2016. When I spoke with you by phone on March 22, 2016, you declined my offer to schedule an appointment. I made an exception and waived your 24-month commitment. As you requested, I disconnected your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [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]
January 6, 2016 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint [redacted] [redacted] Dear Ms....
[redacted]: On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the Revdex.com. You disputed your early termination fee as you maintain that you experienced loss of service. You requested that this information be removed from your credit report. When we spoke today, I advised you that I removed the remaining account balance of $90.50 as an exception. This information will also be removed from your credit report. Please allow eight weeks for processing. You accepted this resolution. 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 [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]
Complaint: [redacted]
I am rejecting this response because:[redacted] is lying about the damage claim. The claims dept called me and refused to open a claim. [redacted] is lying when she states that the tenants are responsible. Dish Network has a responsibility to obtain the owner's permission, and made no attempt to do so. I will file against them in small claims court, and I will win. My complaint is unresolved.
Sincerely,
[redacted]
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]