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]
December 19, 2016 Dear Ms. [redacted]: On December 19, 2016, we received your complaint, dated December 17, 2016, filed with the Revdex.com. You said that you referred a friend to DISH Network through our promotion, but you did not receive the...
associated credits. When we spoke, I informed you that our records do not reflect that the referral certificate you described was used. As such, the credits were not applied. However, as a courtesy, I applied a monthly $10.00 credit to your account for ten months and, at your request, I also applied the same credit to your neighbor’s DISH Network 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 ###-###-####
August 16, 2016 Dear Ms. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You provided feedback regarding your customer service experience. We appreciate your feedback. It was not our intent to add to your frustration. 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
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]
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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You said that when you placed your order, you agreed to television and internet service. However, you didn’t receive the internet service, and you decided to disconnect your DISH Network account. You are disputing the early termination fee. When we spoke by phone today, I advised you that our records reflect that you placed your order for our service through PlanetDish.com (888-957-3474). They provided us with a copy of your sales call recording. We found that they set you up with EarthLink for internet service. I also confirmed that they do service your area. Therefore, we consider the balance of $595.50 to be accurate. However, in the interest of customer service, I offered to reduce the balance to $99.00. You agreed to my resolution and made the $99.00 payment via credit card (authorization number [redacted]). Your DISH Network account now has a zero 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
October 5, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 29, 2017, we received your complaint, dated September 28, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you experienced technical issues and that the customer service you received did not meet your expectations. When we spoke, I advised you that I reviewed your calls, but I could not find any instance where an agent offered to call you back concerning your receiver. We received one technical support call, which ended with you stating that you would contact your internet service provider concerning slow internet speeds. When you contacted us again, you declined to troubleshoot or have your receiver replaced. You also declined a free Pay-Per-View certificate. I explained to you that your free premium promotion was set to drop off your account on September 27, 2017; however, as your bill generated before that date, charges for the premium channels were already applied. Prorated credits would have also applied as soon as the premium channels automatically dropped off your account, but you requested that those channels be removed on September 14, 2017. As there was some confusion about the amount of prorated credits you would receive, I added a one-time credit of $23.81 to your account. As an exception, I waived the early termination fee. Per your request, I disconnected your account. We sincerely regret any confusion or inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
November 18, 2016 Dear Mr. [redacted]: On November 18, 2016, we received your complaint, dated November 16, 2016, filed with the Revdex.com. You expressed concern that you were charged a $99.00 unreturned equipment fee when you returned the DISH...
Network equipment a few months ago. When I spoke with you by telephone today, I advised you that we only received one Joey receiver, although we were expecting two. You informed me that you planned to send only one back. The other Joey receiver is disabled and not in use because your house is currently being remodeled, but you will be reactivating it once the remodel is completed. Our system recognized that the equipment was not active, and expected it to be returned. I apologized for the inconvenience and I removed the $99.00 equipment fee. You agreed to call me back to verify the equipment attached 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
February 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com. You stated that you were told that your account had been flagged due to your continual requests to receive discounted service. You expressed concern with an offer made to you by DISH Network. Over the past 24 months (beginning in January 2014), DISH Network has provided you with account credits totaling $2,387.96. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. DISH Network strives to provide the best value and service, and your repeated contact to our Customer Service Department negatively impacts our ability to provide best-in-class customer service to all of our customers. As a result DISH Network was willing to offer you 30% off your core programming costs for the next five years. This is a significant discount, which we would only offer in order to prevent further unnecessary customer service requests. As a condition of this offer, we ask that you limit all unnecessary contact with our Customer Service Department. While live agents will always be here for you if you experience technical issues, we ask that you not call in more than one time per month for non-technical reasons. You declined this offer. DISH Network works every day to provide its customers the best paid television experience at a reasonable rate. While we are proud of our overall customer satisfaction, in rare instances, we are regrettably unable to accommodate the needs of all of 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] Tell us why here...
September 14, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com. You said that you disconnected your DISH Network account due to auto-pay and technical issues. You...
also expressed concern about the return of your leased receiver. I attempted to reach you at ###-###-#### on September 12, 13, and 14, 2016, and I left three voicemails. Our records indicate that your automatic payments failed due to a decline response from your credit card company beginning in February 2016. We were contacted on July 6, 2016, concerning your billing and you advised our agents that you did not wish to pay your past-due balance, and you wished to disconnect your service. Please note that our agents are not able to call out to advise you that your payment failed. DISH Network sends emails to advise you of any payment issues. You reported a technical issue on the same day, but other than that report we have no record of any issues being reported. Please note that in order to upgrade your receiver, a technician visit is required to install the new receiver, so it cannot be shipped. Our records indicate that we received your receiver today. Once it has been processed, the $449.00, and $249.00 in unreturned equipment fees, will be reversed and any credit balance will be refunded to you. If you are not able to safely access your satellite dish, we not require the return of the LNBF attached to it. As your balance was paid, you currently have a zero balance and nothing was reported to your credit file. 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 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]
Complaint: [redacted]
I am rejecting this response because: Dish networks can spin this any way they want, but Dish networks is punishing customers that don't want Dish networks to have direct access to their banking information. Calling an extra $10 fee for not having auto pay a credit is just spinning the issue.
Sincerely,
[redacted]
[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]
[redacted] Dear Ms. [redacted]: On February 1, 2018, we received your complaint, dated January 31, 2018, filed with the Revdex.com. You said that you experienced poor internet service and you were misinformed about dishNET internet capabilities. You requested that your 24-month commitment be waived. When we spoke, I informed you that our records show only one call for technical assistance. In September 2017 you contacted us stating that you could not connect to the internet. The issue was resolved by changing your network password. I reviewed your sales call and I found that no misinformation was given. The agent never compared our internet service to that provided by other companies. As you indicated, you use the internet for basic emailing and web browsing. The agent correctly advised you that 5 GB a month would be sufficient for be that level of activity. Please note that downloading and uploading video or photo files uses more data than simple text. I made an exception and waived your 24-month commitment, even though our records do not reflect any ongoing technical issues or misinformation. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
January 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on January 15, 18 and 19, 2016, were unsuccessful; however, I left three messages. You maintain that you disconnected your service because you experienced technical issues with your Joey receivers for the past three years. You requested a three-month refund. You also disputed the box return fee. Our records do not show that any technical issues with the Joey receiver were reported until November 30, 2015. A technician visit was completed on December 5, 2015, to address the issue. You contacted us again on December 6, 2015, and a second technician visit was scheduled. This technician visit was canceled through your online DISH Network account. Your service was canceled on January 13, 2016. DISH Network provides boxes for the return of the leased equipment. A $10.00 box return fee was applied to your account for the use of our shipping label. Although we are unable to honor your three-month refund request, I made an exception and applied a credit for one and a half months of service. I also reversed the $10.00 box return fee. A total refund of $140.26 was submitted to your credit card account. Please allow three to five business days for processing. 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]
*
[redacted] Dear Mr. [redacted]: On November 29, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you moved and did not previously agree to a new term commitment. When you contacted us on August 18, 2016, regarding your programming pricing, you were offered a two-year price guarantee equivalent to our new customer offers. A review of the customer service call from August 18, 2016, found that our agent disclosed that the offer would require a new two-year commitment. He also told you that the offer would have to be accepted through your online DISH Network account, and he advised you to read the terms and conditions prior to accepting the offer. Our records show that your online account was accessed the same day, and the offer was accepted. Please be advised that the terms and conditions of the offer reiterate the required 24-month commitment. While your service was placed on DISH Pause on October 31, 2016, you contacted us on November 18, 2016. At that time you declined our offer to move the service to your new address, and your service was disconnected. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied. You were also charged a $10.00 box return fee. When I spoke with you by phone on December 1, 2016, I advised you that the fee is valid and will not be removed. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 9, 2016 Dear Mr. [redacted]: On August 5, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com. You expressed concern that a DISH Network van cut you off on the highway. I want to thank you for bringing this matter to our attention. We take these allegations seriously and we will be investigating this claim. 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
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
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]
December 19, 2016 Dear Ms. [redacted]: On December 19, 2016, we received your complaint, dated December 17, 2016, filed with the Revdex.com. You said that you referred a friend to DISH Network through our promotion, but you did not receive the...
associated credits. When we spoke, I informed you that our records do not reflect that the referral certificate you described was used. As such, the credits were not applied. However, as a courtesy, I applied a monthly $10.00 credit to your account for ten months and, at your request, I also applied the same credit to your neighbor’s DISH Network 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 ###-###-####
August 16, 2016 Dear Ms. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You provided feedback regarding your customer service experience. We appreciate your feedback. It was not our intent to add to your frustration. 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
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]
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 ###-###-####
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]
March 8, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You said that when you placed your order, you agreed to television and internet service. However, you didn’t receive the internet service, and you decided to disconnect your DISH Network account. You are disputing the early termination fee. When we spoke by phone today, I advised you that our records reflect that you placed your order for our service through PlanetDish.com (888-957-3474). They provided us with a copy of your sales call recording. We found that they set you up with EarthLink for internet service. I also confirmed that they do service your area. Therefore, we consider the balance of $595.50 to be accurate. However, in the interest of customer service, I offered to reduce the balance to $99.00. You agreed to my resolution and made the $99.00 payment via credit card (authorization number [redacted]). Your DISH Network account now has a zero 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
October 5, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 29, 2017, we received your complaint, dated September 28, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you experienced technical issues and that the customer service you received did not meet your expectations. When we spoke, I advised you that I reviewed your calls, but I could not find any instance where an agent offered to call you back concerning your receiver. We received one technical support call, which ended with you stating that you would contact your internet service provider concerning slow internet speeds. When you contacted us again, you declined to troubleshoot or have your receiver replaced. You also declined a free Pay-Per-View certificate. I explained to you that your free premium promotion was set to drop off your account on September 27, 2017; however, as your bill generated before that date, charges for the premium channels were already applied. Prorated credits would have also applied as soon as the premium channels automatically dropped off your account, but you requested that those channels be removed on September 14, 2017. As there was some confusion about the amount of prorated credits you would receive, I added a one-time credit of $23.81 to your account. As an exception, I waived the early termination fee. Per your request, I disconnected your account. We sincerely regret any confusion or inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
November 18, 2016 Dear Mr. [redacted]: On November 18, 2016, we received your complaint, dated November 16, 2016, filed with the Revdex.com. You expressed concern that you were charged a $99.00 unreturned equipment fee when you returned the DISH...
Network equipment a few months ago. When I spoke with you by telephone today, I advised you that we only received one Joey receiver, although we were expecting two. You informed me that you planned to send only one back. The other Joey receiver is disabled and not in use because your house is currently being remodeled, but you will be reactivating it once the remodel is completed. Our system recognized that the equipment was not active, and expected it to be returned. I apologized for the inconvenience and I removed the $99.00 equipment fee. You agreed to call me back to verify the equipment attached 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
February 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com. You stated that you were told that your account had been flagged due to your continual requests to receive discounted service. You expressed concern with an offer made to you by DISH Network. Over the past 24 months (beginning in January 2014), DISH Network has provided you with account credits totaling $2,387.96. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. DISH Network strives to provide the best value and service, and your repeated contact to our Customer Service Department negatively impacts our ability to provide best-in-class customer service to all of our customers. As a result DISH Network was willing to offer you 30% off your core programming costs for the next five years. This is a significant discount, which we would only offer in order to prevent further unnecessary customer service requests. As a condition of this offer, we ask that you limit all unnecessary contact with our Customer Service Department. While live agents will always be here for you if you experience technical issues, we ask that you not call in more than one time per month for non-technical reasons. You declined this offer. DISH Network works every day to provide its customers the best paid television experience at a reasonable rate. While we are proud of our overall customer satisfaction, in rare instances, we are regrettably unable to accommodate the needs of all of 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] Tell us why here...
September 14, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com. You said that you disconnected your DISH Network account due to auto-pay and technical issues. You...
also expressed concern about the return of your leased receiver. I attempted to reach you at ###-###-#### on September 12, 13, and 14, 2016, and I left three voicemails. Our records indicate that your automatic payments failed due to a decline response from your credit card company beginning in February 2016. We were contacted on July 6, 2016, concerning your billing and you advised our agents that you did not wish to pay your past-due balance, and you wished to disconnect your service. Please note that our agents are not able to call out to advise you that your payment failed. DISH Network sends emails to advise you of any payment issues. You reported a technical issue on the same day, but other than that report we have no record of any issues being reported. Please note that in order to upgrade your receiver, a technician visit is required to install the new receiver, so it cannot be shipped. Our records indicate that we received your receiver today. Once it has been processed, the $449.00, and $249.00 in unreturned equipment fees, will be reversed and any credit balance will be refunded to you. If you are not able to safely access your satellite dish, we not require the return of the LNBF attached to it. As your balance was paid, you currently have a zero balance and nothing was reported to your credit file. 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 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]
Complaint: [redacted]
I am rejecting this response because: Dish networks can spin this any way they want, but Dish networks is punishing customers that don't want Dish networks to have direct access to their banking information. Calling an extra $10 fee for not having auto pay a credit is just spinning the issue.
Sincerely,
[redacted]
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]
February 13, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 1, 2018, we received your complaint, dated January 31, 2018, filed with the Revdex.com. You said that you experienced poor internet service and you were misinformed about dishNET internet capabilities. You requested that your 24-month commitment be waived. When we spoke, I informed you that our records show only one call for technical assistance. In September 2017 you contacted us stating that you could not connect to the internet. The issue was resolved by changing your network password. I reviewed your sales call and I found that no misinformation was given. The agent never compared our internet service to that provided by other companies. As you indicated, you use the internet for basic emailing and web browsing. The agent correctly advised you that 5 GB a month would be sufficient for be that level of activity. Please note that downloading and uploading video or photo files uses more data than simple text. I made an exception and waived your 24-month commitment, even though our records do not reflect any ongoing technical issues or misinformation. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
January 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on January 15, 18 and 19, 2016, were unsuccessful; however, I left three messages. You maintain that you disconnected your service because you experienced technical issues with your Joey receivers for the past three years. You requested a three-month refund. You also disputed the box return fee. Our records do not show that any technical issues with the Joey receiver were reported until November 30, 2015. A technician visit was completed on December 5, 2015, to address the issue. You contacted us again on December 6, 2015, and a second technician visit was scheduled. This technician visit was canceled through your online DISH Network account. Your service was canceled on January 13, 2016. DISH Network provides boxes for the return of the leased equipment. A $10.00 box return fee was applied to your account for the use of our shipping label. Although we are unable to honor your three-month refund request, I made an exception and applied a credit for one and a half months of service. I also reversed the $10.00 box return fee. A total refund of $140.26 was submitted to your credit card account. Please allow three to five business days for processing. 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]
*
December 2, 2016 [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On November 29, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you moved and did not previously agree to a new term commitment. When you contacted us on August 18, 2016, regarding your programming pricing, you were offered a two-year price guarantee equivalent to our new customer offers. A review of the customer service call from August 18, 2016, found that our agent disclosed that the offer would require a new two-year commitment. He also told you that the offer would have to be accepted through your online DISH Network account, and he advised you to read the terms and conditions prior to accepting the offer. Our records show that your online account was accessed the same day, and the offer was accepted. Please be advised that the terms and conditions of the offer reiterate the required 24-month commitment. While your service was placed on DISH Pause on October 31, 2016, you contacted us on November 18, 2016. At that time you declined our offer to move the service to your new address, and your service was disconnected. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied. You were also charged a $10.00 box return fee. When I spoke with you by phone on December 1, 2016, I advised you that the fee is valid and will not be removed. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 9, 2016 Dear Mr. [redacted]: On August 5, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com. You expressed concern that a DISH Network van cut you off on the highway. I want to thank you for bringing this matter to our attention. We take these allegations seriously and we will be investigating this claim. 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
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