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 ###-###-####
[redacted] Dear Ms. [redacted]: On June 29, 2016, we received your complaint, dated June 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on July 1, 6 and 7, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that damage was done to your home during your installation and you are requesting to be reimbursed $2,400.00. I forwarded a copy of your complaint to our Corporate Field Resolutions team and I requested that your claim manager contact you. If you have any questions regarding your claim, please contact Ms. [redacted] at [redacted], ext. [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Initial Business Response /* (1000, 10, 2015/10/21) */
October 13, 2015
[redacted]
XXXXX XXth [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 3, 2015, we received your complaint, dated October 7, 2015, filed...
with the Revdex.com.
You expressed concern that channel 6060, Outlaw Country, had bad audio reception and that you were informed this is a known issue. You indicated that when you called in to us you were only offered a $5.00 credit, but you would rather have the channel working.
When I spoke with you by telephone today, I apologized for the inconvenience and informed you that this is a known issue that our uplink center is aware of and actively working on. However, we do not have an estimated time frame for it to be fixed.
Our programming packages have been set up to balance cost effectiveness with consumer demand. As a way to maintain lower programming cost, stations are provided in packages, rather than a la carte. Therefore, the channels are not priced individually.
However, our records reveal that you were provided a credit of $51.80 as compensation for this issue.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Rather than fixing the audio on the channel they credited me with a ONE time credit of 51.80. That is better than nothing, however the channel still is not usable due to audio issues. This was brought to their attention the beginning of august 2015, it is now october XX XXXX and still nothing has been done. I don't beleive they intend to fix it, nor do I believe anyone has been working on the problem for three months with no results. They are not holding up their end of our contract. If this were the history channel or A&E etc. would they try a little harder to fix the problem? I'll let the consumers decide.
Final Business Response /* (4000, 14, 2015/10/29) */
October 27, 2015
[redacted]
XXXXX XXth [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 26, 2015, we received your complaint, dated October 23, 2015, filed with the Revdex.com.
You indicated that channel 6060 Sirius Outlaw Country continues to experience technical issues and you maintain that we are not attempting to correct it.
When I spoke with you by telephone today, I informed you that we are currently working on this issue.
Our programming packages have been set up to balance cost effectiveness with consumer demand. As a way to maintain lower programming cost, stations are provided in packages, rather than a la carte. Therefore, the channels are not individually priced and no compensation will be provided for this channel.
Because we do not have an estimated time for this to be corrected, we released you from the 24-month commitment.
We apologize for any inconvenience this may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On June 10, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com. You indicated that you previously requested not to be contacted by DISH Network; however, you continue to receive mailings. Our records confirm that your phone number and address are on our internal Do Not Contact (DNC) list. Please be advised that most print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. As we do not share any information with the independent companies that sell our product, we suggest that you call the contact phone number on each advertisement and request to be placed on their DNC list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two to three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail can still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association PO Box 643 Carmel, NY 10512 dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail. The Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: U.S. Postal Service PO Box 3744 Memphis TN 38173-0744 usps.com/forms/_pdf/ps1500.pdf 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]
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]
November 21, 2016 Dear Mr. and Mrs. [redacted]: On November 15, 2016, we received your correspondence, dated November 12, 2016, filed with the Revdex.com. You said that the co-owner of your property passed away. You requested to lower the monthly...
billing rate or to cancel service. You provided feedback regarding the customer service you received. On behalf of DISH Network, I would like to offer you my sincere condolences for your loss. When we spoke today, I offered to reduce the early termination fee to $100.00. You accepted this resolution. Per your request, I disconnected the service. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your address by UPS. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
[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]
March 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You maintain that you are experiencing unresolved technical issues with your internet service. You stated that although a technician was sent to your home, he did not relocate the satellite dish as promised. Our records do not show that you have contacted us regarding technical issues since the technician visit was completed on January 26, 2016. When I spoke with you by phone today, I advised you that I scheduled an appointment to relocate the internet dish. The appointment is scheduled for March 28, 2016. I also applied a credit of $89.98 for the time without service for your internet service only. 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 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]
[redacted] Dear Ms. [redacted]: On June 20, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that Dish Network withdrew a $440.00 early termination fee from your bank account without your authorization. You disputed the enforcement of this fee and you requested a refund. My three attempts to contact you at [redacted] and [redacted] on June 20, 21 and 24, 2016, were unsuccessful. However, I was able to leave a message and my contact information at [redacted]. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. A copy of your contract was included in that correspondence. I am unable to waive your early termination fee based on your contractual terms and the information provided in your complaint. As indicated in your contract, the withdrawal of the early termination fee was authorized. I am unable to provide the refund that you requested. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
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]
Initial Business Response /* ([redacted]0, 4, 2015/05/18) */
May 8, 2015
Mr. [redacted]
[redacted] Dr., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with...
the Revdex.com.
You expressed concern with the following issues:
DISH Pause
Term commitment
Credit card debit
You indicated that you placed your service on DISH Pause in May 2014; however, you continued to be billed for service. Our records confirm that your TV service was placed on DISH Pause on May 10, 2014. DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause does not count towards your term commitment and will extend the term commitment by the number of months your service is paused. Confirmation of the DISH Pause, as well as the Terms and Conditions, were sent to [redacted].[redacted]. Please note that our internet service cannot be placed on DISH Pause. As a result, you continued to be billed monthly for these services as normal. As you were enrolled in Credit Card AutoPay, the service charges were automatically debited from your credit card account.
DISH Pause was removed on February 5, 2015, because the maximum time frame was reached. As a result, your previous service charges were reinstated. However, your service was once again placed on DISH Pause on February 10, 2015, for nine months and currently remains on DISH Pause. Confirmation of the DISH Pause, as well as the Terms and Conditions, was sent to [redacted].COM.
You maintain that you were told that there was no term commitment for our services. Your internet and TV services were activated on January 23, 2014, with a 24-month commitment for each service. Please be advised that our term commitments are disclosed in our advertisements and by phone when service is set up. Our records reveal that an email was sent to [redacted].[redacted] on January 22, 2014, disclosing the promotional details of our service, including the 24-month commitments. I have also enclosed copies of your 24-month agreements wherein the term commitments are disclosed. On March 6, 2015, the 24-month commitment for your internet service was waived and the internet service was canceled.
You said that your credit card account was debited $198.00 without your authorization. On April 10, 2015, you were charged $99.00 for an unreturned modem and $99.00 for an unreturned TRIA (piece on the satellite dish). Per your contractual agreements, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees. As a result, your credit card account was debited $198.00 on May 1, 2015, for the unreturned equipment fees. Although a refund of $198.00 was submitted on May 1, 2015, it was disapproved because our records do not show that the equipment was returned. We also show that you were unable to provide a return tracking number.
When I spoke with you by phone on May 7, 2015, I advised you that I made an exception and reversed the equipment fees. I also submitted a refund of $198.00 to your credit card account. The refund was completed on May 7, 2015. Please allow two to three business days for your bank to process it.
Also, I informed you that the 24-month commitment for your TV service remains valid. If you choose to disconnect your service, an early termination fee will be applied to your account. You agreed to contact me directly to disconnect your service so that I may assist you with the amount of the early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My Service was actually put on pause in May of 2013 the first time. At this time I was told by an employee of Dish Network "that, if I do pause my service, this would lower my termination fee." (When I signed up for Dish, I was told there was no termination fee.)
So, I put my service on Pause. Then in 2014 I received a bill. I called Dish to resolve the issue. I was then informed to stop my Internet Service and put the TV service back on pause. I did this, I shipped back my internet equipment, in the box they sent. [redacted] asked if I had a tracking number for the box, I didn't have one. (It was their box and their label.) I spoke with a lady in the internet department, she was kind enough to stop payment and search the box. She told me before any charge that I would receive a phone call to go over everything that took place during the search. I didn't receive a call, I received a payment deduction from my account.
When I spoke with [redacted], she basically informed me that it didn't matter what I was told over the phone by an Employee with Dish. The only thing that mattered was what came to me in email to [redacted].[redacted].
1.When I moved,in "2013" I changed my information to [redacted].com, I should have never been receiving information to my old email. Because that email no longer existed.
2.When you speak with someone over the phone, you expect to be told correctly about service through the company they work for. You don't expect to be told false information only to receive a bill in the future and to have someone else within the company explain that it doesn't really matter what I was told, "I should have read the email."
(Not only was I told this once, I was told this twice. Both times I put my Service on pause I was told this by 2 separate employees.)
To me, this is false advertisement. This is keeping someone locked in to the company by telling them false information.
From Day 1 this company has been unable to input data, phone numbers, email address changes or any information. I sent my equipment back for the internet. Do I think that this could be a mistake on their part, absolutely. But, she did help me with that and refund my money.
But I now have to pay to terminate my service. I was told that this would not be the case if I put my service on pause. Not honoring what your employee tells someone over the phone is BAD BUSINESS!!!
Final Business Response /* (4000, 8, 2015/05/27) */
May 26, 2015
Mr. [redacted]
[redacted] Dr., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 20, 2015, we received your additional correspondence, dated May 19, 2015, filed with the Revdex.com.
When I contacted you by phone on May 20, 2014, you indicated that you would call me back; however, I did not receive a call.
You expressed further concern with the following:
Internet equipment
Email address
Customer service
Early termination fee
Although we have no record that the leased internet equipment was returned, this issue was addressed. I previously reversed the unreturned equipment fees and provided a refund to your credit card account.
Our records do not show that your email address was changed in 2013; however, the correct email address is now on file.
We appreciate that you brought your customer service concerns to our attention so that we may address them with the appropriate personnel.
As previously advised, DISH Pause does not count towards your term commitment and will extend the term commitment by the number of months your service is paused. This is disclosed in the 24-month agreement that was included with my previous letter. The 24-month commitment for your TV service is valid. My previous offer to assist you with the early termination fee amount will still apply. You may contact me directly to accept.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
September 9, 2016 Dear Ms. [redacted]: On September 1, 2016, we received your correspondence, dated September 1, 2016, filed with the Revdex.com. You said DISH Network has debited your bank account without authorization, and you requested a refund. ...
I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. I was unable to locate your DISH Network account with the information you provided in your correspondence. So that I may assist you further with this matter, please contact me directly to provide additional information. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 4, 2015/05/12) */
May 11, 2015
Mr. [redacted] Way
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 1, 2015, we received your complaint, dated April 30, 2015, filed with the Better...
Business Bureau.
Although I received your voicemails, my attempts to contact you by phone at ([redacted] on May 7, 8 and 11, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your service. You maintain that the monthly rate was guaranteed for two years and you were not provided with a copy of the 24-month agreement as promised.
Your DISH Network service was activated on April 14, 2015, with a 24-month commitment through Accell Marketing LLC ([redacted]), an independent company. Enclosed is a copy of the 24-month agreement for your review.
Your promotion included a monthly $45.00 discount for the first 12 months only, which reduced your monthly rate to $65.99 plus tax. As this is a promotional rate that is not guaranteed, the regular monthly rate (currently $110.99) was set to apply after the credit ended. Please be assured that your concerns regarding the monthly rate promised will be addressed internally.
I made an exception and waived the 24-month commitment on your account. As you requested in your voicemail, I disconnected your DISH Network service. Please be advised that the leased equipment needs to be returned to the retailer.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issues as address in [redacted]'s/Dish Network are as represented. We did have contact issues as she stated. My wife had a major stroke on 5 May so was away from home a lot and voice mail was the mediam. [redacted]'s resolution was very acceptable to me. My issue all the time was with their agent and I still think he performed fraudulently. [redacted]/Dish Network performed honestly and professionally. I would and will, if the opportunity arises, to give [redacted]/Dish Network a very good review.
The only outstanding issue is the return of Dish equipment. I get the impression that I am expected to return their equipment. The agent that I delt with is located in a city that is 1 1/2 drive from me, each way. They surly have personnel that visit my area on a regular basis that could pickup said equipment. Or provided shipping label and containers, as others do, to return said equipment. I have said equipment and await their instructions.
Final Business Response /* (4000, 8, 2015/05/26) */
May 22, 2015
Mr. [redacted] Way
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Revdex.com.
You indicated that you have not been contacted by Accell Marketing LLC regarding the return or pickup of the leased equipment.
When I spoke with you by phone today, I advised you that I submitted a request to ship boxes to your home for the return of the equipment. Please allow seven to ten business days for delivery.
We strive to provide excellent service and regret that your experience was unfavorable.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (2000, 10, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On 3 Jun 2015 I received e-mail acknowledging receipt of returned equipment. This was the last item required to close this case.
Again, I acknowledge that Dish Network handled this complaint in a very profesional manner. My problem was always with their Authorized Dealer and Dish Network rectified my issues.
Initial Business Response /* (1000, 6, 2015/10/27) */
October 26, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 20, 2015, we received your complaint, dated October 19, 2015,...
filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on October 20, 21 and 22, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the debit of $409.73 that was applied to your credit card account. You maintain that the card debited was not the initial card provided when you signed up for our service.
Your service was activated on November 8, 2014, with a 24-month commitment, and it was disconnected on May 11, 2015. Since your term commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. This brought your total balance due to $409.73. As your account was enrolled in Credit Card AutoPay, DISH Network continued to attempt to collect the balance from your credit card account; however, we received declined responses until the debit was successful on August 1, 2015.
Please be advised that DISH Network will only use the information provided to us. We encourage you to contact your financial institution for further information.
As a courtesy, I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
April 11, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 7, 2016, we received your complaint, dated April 6, 2016, filed with the Revdex.com. You indicated that you’re being billed for service but you have never had a DISH Network account. You maintain that this issue was resolved two years ago. A review of the account in question reveals that our first contact regarding this issue was on February 12, 2015, and the agent marked the account as possibly fraudulent and he/she provided the caller the procedures for filing an Id Theft Affidavit. Once the affidavit is received the process will begin in four to six weeks. There is no record of an agent offering to remove your name from the account. When I spoke you by telephone today, I informed you that to resolve this matter you need to file an ID theft affidavit. I enclosed a copy of one for your convenience. In addition, you will need to contact all three major credit bureaus (Equifax, Experian and Trans Union) to place a fraud alert on your credit file. · Equifax Trans Union Experian · PO Box 740241 PO Box 1000 PO Box 2002 · Atlanta, GA 30374 Chester, PA 19022 Allen, TX 75013 · 888.259.2689 800.916.8800 888.397.3742 · www.equifax.com www.tuc.com www.experian.com Once you have the required signed affidavit and any other supporting documentation, it should be sent to the DISH Network ID Theft Verification Team. They will not start the investigation process until a signed ID Theft Affidavit has been received. If you have sent the affidavit and you have not been contacted, you may call their direct line at [redacted]. You can expect to receive a call back in 24-48 hours. Fax: [redacted] Email: [redacted]@dishnetwork.com Mail: ID Theft Verification Team PO Box 9040 Littleton, CO 80120 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]
Complaint: 11840140
I am rejecting this response because: The number that has been called is not my work line, it is my personal cell. The number is [redacted]. I don't care for a response, I simply wish to not be contacted as it occurs during business hours and serves as a distraction from my job.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
June 29, 2015
Ms. Theresa [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 19, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 23, 24 and 29, 2015, and I left three messages.
You indicated that the payment you made of $91.15 should be refunded because you paid one month in advance.
DISH Network bills for service one month in advance. A review of this account reveals that your billing statement generates on the 18th of each month for service from the 3rd of the following month to the 2nd of the month after that. The billing statement that generated on May 18, 2015, for an amount of $157.40 was for service charges from June 6, 2015, to July 2, 2015. When your service was disconnected on June 15, 2015, all charges from that day to July 3, 2015, were reversed. You were charged for two $10.00 box return fees as well as a $5.99 Pay-Per-View movie. Additionally, the monthly $10.00 bundled credit and the $5.00 courtesy credit were prorated and $6.00 and $3.00 respectively were reversed, as you did not have a complete month of programming. Therefore, a complete month of these credits was not due. The $91.15 payment was prorated and covered all costs, and no refund is due.
You mention that you had difficulty receiving the boxes in which to return the equipment. All equipment has been received and you were not charged for equipment.
Additionally, you expressed concern with the customer service you received. I apologize on behalf of DISH Network for the customer service you received.
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]
Complaint: [redacted]
I am rejecting this response because: the agent that is writing this response was also rude over the phone to me. She sided with the agent on the chat as she is doing in her response. My issue is not just the "soundbar" is the lack of "RESPECT" the agent online and via telephone had. I am a customer that can take my business elsewhere so therefore I should be treated with a modicume of respect at the very least. The agent that responded to this complaint NEVER read the transcript, but I will provide it in my complaint so that "DISH" can address the issues 5hey are facing internally. As for my issue with the remote...I never had an issue wirh the remote I had an issue wirh the pricing after I researched. Clearly, the dispute team at DISH is not reading the complaints correctly or just does not care. The return was already made and caused many billing issues which I had to chat and call about. 5he ordeal was unnecessary & clearly this forum does not help so I must go to "Consumer Reporting" so this actually gets resolved
Sincerely,
[redacted]
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]
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 ###-###-####
July 7, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 29, 2016, we received your complaint, dated June 27, 2016, filed with the Revdex.com. My attempts to reach you by phone on July 1, 6 and 7, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that damage was done to your home during your installation and you are requesting to be reimbursed $2,400.00. I forwarded a copy of your complaint to our Corporate Field Resolutions team and I requested that your claim manager contact you. If you have any questions regarding your claim, please contact Ms. [redacted] at [redacted], ext. [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Initial Business Response /* (1000, 10, 2015/10/21) */
October 13, 2015
[redacted]
XXXXX XXth [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 3, 2015, we received your complaint, dated October 7, 2015, filed...
with the Revdex.com.
You expressed concern that channel 6060, Outlaw Country, had bad audio reception and that you were informed this is a known issue. You indicated that when you called in to us you were only offered a $5.00 credit, but you would rather have the channel working.
When I spoke with you by telephone today, I apologized for the inconvenience and informed you that this is a known issue that our uplink center is aware of and actively working on. However, we do not have an estimated time frame for it to be fixed.
Our programming packages have been set up to balance cost effectiveness with consumer demand. As a way to maintain lower programming cost, stations are provided in packages, rather than a la carte. Therefore, the channels are not priced individually.
However, our records reveal that you were provided a credit of $51.80 as compensation for this issue.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Rather than fixing the audio on the channel they credited me with a ONE time credit of 51.80. That is better than nothing, however the channel still is not usable due to audio issues. This was brought to their attention the beginning of august 2015, it is now october XX XXXX and still nothing has been done. I don't beleive they intend to fix it, nor do I believe anyone has been working on the problem for three months with no results. They are not holding up their end of our contract. If this were the history channel or A&E etc. would they try a little harder to fix the problem? I'll let the consumers decide.
Final Business Response /* (4000, 14, 2015/10/29) */
October 27, 2015
[redacted]
XXXXX XXth [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 26, 2015, we received your complaint, dated October 23, 2015, filed with the Revdex.com.
You indicated that channel 6060 Sirius Outlaw Country continues to experience technical issues and you maintain that we are not attempting to correct it.
When I spoke with you by telephone today, I informed you that we are currently working on this issue.
Our programming packages have been set up to balance cost effectiveness with consumer demand. As a way to maintain lower programming cost, stations are provided in packages, rather than a la carte. Therefore, the channels are not individually priced and no compensation will be provided for this channel.
Because we do not have an estimated time for this to be corrected, we released you from the 24-month commitment.
We apologize for any inconvenience this may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
June 13, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Ms. [redacted]: On June 10, 2016, we received your complaint, dated June 9, 2016, filed with the Revdex.com. You indicated that you previously requested not to be contacted by DISH Network; however, you continue to receive mailings. Our records confirm that your phone number and address are on our internal Do Not Contact (DNC) list. Please be advised that most print advertisements, but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. As we do not share any information with the independent companies that sell our product, we suggest that you call the contact phone number on each advertisement and request to be placed on their DNC list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. Registration by mail is $1.00. It takes approximately two to three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail can still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association PO Box 643 Carmel, NY 10512 dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail. The Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: U.S. Postal Service PO Box 3744 Memphis TN 38173-0744 usps.com/forms/_pdf/ps1500.pdf 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]
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]
November 21, 2016 Dear Mr. and Mrs. [redacted]: On November 15, 2016, we received your correspondence, dated November 12, 2016, filed with the Revdex.com. You said that the co-owner of your property passed away. You requested to lower the monthly...
billing rate or to cancel service. You provided feedback regarding the customer service you received. On behalf of DISH Network, I would like to offer you my sincere condolences for your loss. When we spoke today, I offered to reduce the early termination fee to $100.00. You accepted this resolution. Per your request, I disconnected the service. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your address by UPS. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
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]
March 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 21, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You maintain that you are experiencing unresolved technical issues with your internet service. You stated that although a technician was sent to your home, he did not relocate the satellite dish as promised. Our records do not show that you have contacted us regarding technical issues since the technician visit was completed on January 26, 2016. When I spoke with you by phone today, I advised you that I scheduled an appointment to relocate the internet dish. The appointment is scheduled for March 28, 2016. I also applied a credit of $89.98 for the time without service for your internet service only. 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]
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]
June 24, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 20, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that Dish Network withdrew a $440.00 early termination fee from your bank account without your authorization. You disputed the enforcement of this fee and you requested a refund. My three attempts to contact you at [redacted] and [redacted] on June 20, 21 and 24, 2016, were unsuccessful. However, I was able to leave a message and my contact information at [redacted]. I also sent an email to you at [redacted]@yahoo.com (copy enclosed), but I have not received a response. A copy of your contract was included in that correspondence. I am unable to waive your early termination fee based on your contractual terms and the information provided in your complaint. As indicated in your contract, the withdrawal of the early termination fee was authorized. I am unable to provide the refund that you requested. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
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]
Initial Business Response /* ([redacted]0, 4, 2015/05/18) */
May 8, 2015
Mr. [redacted]
[redacted] Dr., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with...
the Revdex.com.
You expressed concern with the following issues:
DISH Pause
Term commitment
Credit card debit
You indicated that you placed your service on DISH Pause in May 2014; however, you continued to be billed for service. Our records confirm that your TV service was placed on DISH Pause on May 10, 2014. DISH Pause is $5.00 a month and can be used for up to nine months. Additionally, DISH Pause does not count towards your term commitment and will extend the term commitment by the number of months your service is paused. Confirmation of the DISH Pause, as well as the Terms and Conditions, were sent to [redacted].[redacted]. Please note that our internet service cannot be placed on DISH Pause. As a result, you continued to be billed monthly for these services as normal. As you were enrolled in Credit Card AutoPay, the service charges were automatically debited from your credit card account.
DISH Pause was removed on February 5, 2015, because the maximum time frame was reached. As a result, your previous service charges were reinstated. However, your service was once again placed on DISH Pause on February 10, 2015, for nine months and currently remains on DISH Pause. Confirmation of the DISH Pause, as well as the Terms and Conditions, was sent to [redacted].COM.
You maintain that you were told that there was no term commitment for our services. Your internet and TV services were activated on January 23, 2014, with a 24-month commitment for each service. Please be advised that our term commitments are disclosed in our advertisements and by phone when service is set up. Our records reveal that an email was sent to [redacted].[redacted] on January 22, 2014, disclosing the promotional details of our service, including the 24-month commitments. I have also enclosed copies of your 24-month agreements wherein the term commitments are disclosed. On March 6, 2015, the 24-month commitment for your internet service was waived and the internet service was canceled.
You said that your credit card account was debited $198.00 without your authorization. On April 10, 2015, you were charged $99.00 for an unreturned modem and $99.00 for an unreturned TRIA (piece on the satellite dish). Per your contractual agreements, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees. As a result, your credit card account was debited $198.00 on May 1, 2015, for the unreturned equipment fees. Although a refund of $198.00 was submitted on May 1, 2015, it was disapproved because our records do not show that the equipment was returned. We also show that you were unable to provide a return tracking number.
When I spoke with you by phone on May 7, 2015, I advised you that I made an exception and reversed the equipment fees. I also submitted a refund of $198.00 to your credit card account. The refund was completed on May 7, 2015. Please allow two to three business days for your bank to process it.
Also, I informed you that the 24-month commitment for your TV service remains valid. If you choose to disconnect your service, an early termination fee will be applied to your account. You agreed to contact me directly to disconnect your service so that I may assist you with the amount of the early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My Service was actually put on pause in May of 2013 the first time. At this time I was told by an employee of Dish Network "that, if I do pause my service, this would lower my termination fee." (When I signed up for Dish, I was told there was no termination fee.)
So, I put my service on Pause. Then in 2014 I received a bill. I called Dish to resolve the issue. I was then informed to stop my Internet Service and put the TV service back on pause. I did this, I shipped back my internet equipment, in the box they sent. [redacted] asked if I had a tracking number for the box, I didn't have one. (It was their box and their label.) I spoke with a lady in the internet department, she was kind enough to stop payment and search the box. She told me before any charge that I would receive a phone call to go over everything that took place during the search. I didn't receive a call, I received a payment deduction from my account.
When I spoke with [redacted], she basically informed me that it didn't matter what I was told over the phone by an Employee with Dish. The only thing that mattered was what came to me in email to [redacted].[redacted].
1.When I moved,in "2013" I changed my information to [redacted].com, I should have never been receiving information to my old email. Because that email no longer existed.
2.When you speak with someone over the phone, you expect to be told correctly about service through the company they work for. You don't expect to be told false information only to receive a bill in the future and to have someone else within the company explain that it doesn't really matter what I was told, "I should have read the email."
(Not only was I told this once, I was told this twice. Both times I put my Service on pause I was told this by 2 separate employees.)
To me, this is false advertisement. This is keeping someone locked in to the company by telling them false information.
From Day 1 this company has been unable to input data, phone numbers, email address changes or any information. I sent my equipment back for the internet. Do I think that this could be a mistake on their part, absolutely. But, she did help me with that and refund my money.
But I now have to pay to terminate my service. I was told that this would not be the case if I put my service on pause. Not honoring what your employee tells someone over the phone is BAD BUSINESS!!!
Final Business Response /* (4000, 8, 2015/05/27) */
May 26, 2015
Mr. [redacted]
[redacted] Dr., [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 20, 2015, we received your additional correspondence, dated May 19, 2015, filed with the Revdex.com.
When I contacted you by phone on May 20, 2014, you indicated that you would call me back; however, I did not receive a call.
You expressed further concern with the following:
Internet equipment
Email address
Customer service
Early termination fee
Although we have no record that the leased internet equipment was returned, this issue was addressed. I previously reversed the unreturned equipment fees and provided a refund to your credit card account.
Our records do not show that your email address was changed in 2013; however, the correct email address is now on file.
We appreciate that you brought your customer service concerns to our attention so that we may address them with the appropriate personnel.
As previously advised, DISH Pause does not count towards your term commitment and will extend the term commitment by the number of months your service is paused. This is disclosed in the 24-month agreement that was included with my previous letter. The 24-month commitment for your TV service is valid. My previous offer to assist you with the early termination fee amount will still apply. You may contact me directly to accept.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
September 9, 2016 Dear Ms. [redacted]: On September 1, 2016, we received your correspondence, dated September 1, 2016, filed with the Revdex.com. You said DISH Network has debited your bank account without authorization, and you requested a refund. ...
I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. I was unable to locate your DISH Network account with the information you provided in your correspondence. So that I may assist you further with this matter, please contact me directly to provide additional information. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 4, 2015/05/12) */
May 11, 2015
Mr. [redacted] Way
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 1, 2015, we received your complaint, dated April 30, 2015, filed with the Better...
Business Bureau.
Although I received your voicemails, my attempts to contact you by phone at ([redacted] on May 7, 8 and 11, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your service. You maintain that the monthly rate was guaranteed for two years and you were not provided with a copy of the 24-month agreement as promised.
Your DISH Network service was activated on April 14, 2015, with a 24-month commitment through Accell Marketing LLC ([redacted]), an independent company. Enclosed is a copy of the 24-month agreement for your review.
Your promotion included a monthly $45.00 discount for the first 12 months only, which reduced your monthly rate to $65.99 plus tax. As this is a promotional rate that is not guaranteed, the regular monthly rate (currently $110.99) was set to apply after the credit ended. Please be assured that your concerns regarding the monthly rate promised will be addressed internally.
I made an exception and waived the 24-month commitment on your account. As you requested in your voicemail, I disconnected your DISH Network service. Please be advised that the leased equipment needs to be returned to the retailer.
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]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issues as address in [redacted]'s/Dish Network are as represented. We did have contact issues as she stated. My wife had a major stroke on 5 May so was away from home a lot and voice mail was the mediam. [redacted]'s resolution was very acceptable to me. My issue all the time was with their agent and I still think he performed fraudulently. [redacted]/Dish Network performed honestly and professionally. I would and will, if the opportunity arises, to give [redacted]/Dish Network a very good review.
The only outstanding issue is the return of Dish equipment. I get the impression that I am expected to return their equipment. The agent that I delt with is located in a city that is 1 1/2 drive from me, each way. They surly have personnel that visit my area on a regular basis that could pickup said equipment. Or provided shipping label and containers, as others do, to return said equipment. I have said equipment and await their instructions.
Final Business Response /* (4000, 8, 2015/05/26) */
May 22, 2015
Mr. [redacted] Way
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Revdex.com.
You indicated that you have not been contacted by Accell Marketing LLC regarding the return or pickup of the leased equipment.
When I spoke with you by phone today, I advised you that I submitted a request to ship boxes to your home for the return of the equipment. Please allow seven to ten business days for delivery.
We strive to provide excellent service and regret that your experience was unfavorable.
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
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (2000, 10, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On 3 Jun 2015 I received e-mail acknowledging receipt of returned equipment. This was the last item required to close this case.
Again, I acknowledge that Dish Network handled this complaint in a very profesional manner. My problem was always with their Authorized Dealer and Dish Network rectified my issues.
Initial Business Response /* (1000, 6, 2015/10/27) */
October 26, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 20, 2015, we received your complaint, dated October 19, 2015,...
filed with the Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on October 20, 21 and 22, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the debit of $409.73 that was applied to your credit card account. You maintain that the card debited was not the initial card provided when you signed up for our service.
Your service was activated on November 8, 2014, with a 24-month commitment, and it was disconnected on May 11, 2015. Since your term commitment was not fulfilled, an early termination fee of $360.00 was applied to your account. This brought your total balance due to $409.73. As your account was enrolled in Credit Card AutoPay, DISH Network continued to attempt to collect the balance from your credit card account; however, we received declined responses until the debit was successful on August 1, 2015.
Please be advised that DISH Network will only use the information provided to us. We encourage you to contact your financial institution for further information.
As a courtesy, I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
April 11, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 7, 2016, we received your complaint, dated April 6, 2016, filed with the Revdex.com. You indicated that you’re being billed for service but you have never had a DISH Network account. You maintain that this issue was resolved two years ago. A review of the account in question reveals that our first contact regarding this issue was on February 12, 2015, and the agent marked the account as possibly fraudulent and he/she provided the caller the procedures for filing an Id Theft Affidavit. Once the affidavit is received the process will begin in four to six weeks. There is no record of an agent offering to remove your name from the account. When I spoke you by telephone today, I informed you that to resolve this matter you need to file an ID theft affidavit. I enclosed a copy of one for your convenience. In addition, you will need to contact all three major credit bureaus (Equifax, Experian and Trans Union) to place a fraud alert on your credit file. · Equifax Trans Union Experian · PO Box 740241 PO Box 1000 PO Box 2002 · Atlanta, GA 30374 Chester, PA 19022 Allen, TX 75013 · 888.259.2689 800.916.8800 888.397.3742 · www.equifax.com www.tuc.com www.experian.com Once you have the required signed affidavit and any other supporting documentation, it should be sent to the DISH Network ID Theft Verification Team. They will not start the investigation process until a signed ID Theft Affidavit has been received. If you have sent the affidavit and you have not been contacted, you may call their direct line at [redacted]. You can expect to receive a call back in 24-48 hours. Fax: [redacted] Email: [redacted]@dishnetwork.com Mail: ID Theft Verification Team PO Box 9040 Littleton, CO 80120 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]
Complaint: 11840140
I am rejecting this response because: The number that has been called is not my work line, it is my personal cell. The number is [redacted]. I don't care for a response, I simply wish to not be contacted as it occurs during business hours and serves as a distraction from my job.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
June 29, 2015
Ms. Theresa [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 19, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on June 23, 24 and 29, 2015, and I left three messages.
You indicated that the payment you made of $91.15 should be refunded because you paid one month in advance.
DISH Network bills for service one month in advance. A review of this account reveals that your billing statement generates on the 18th of each month for service from the 3rd of the following month to the 2nd of the month after that. The billing statement that generated on May 18, 2015, for an amount of $157.40 was for service charges from June 6, 2015, to July 2, 2015. When your service was disconnected on June 15, 2015, all charges from that day to July 3, 2015, were reversed. You were charged for two $10.00 box return fees as well as a $5.99 Pay-Per-View movie. Additionally, the monthly $10.00 bundled credit and the $5.00 courtesy credit were prorated and $6.00 and $3.00 respectively were reversed, as you did not have a complete month of programming. Therefore, a complete month of these credits was not due. The $91.15 payment was prorated and covered all costs, and no refund is due.
You mention that you had difficulty receiving the boxes in which to return the equipment. All equipment has been received and you were not charged for equipment.
Additionally, you expressed concern with the customer service you received. I apologize on behalf of DISH Network for the customer service you received.
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]
Complaint: [redacted]
I am rejecting this response because: the agent that is writing this response was also rude over the phone to me. She sided with the agent on the chat as she is doing in her response. My issue is not just the "soundbar" is the lack of "RESPECT" the agent online and via telephone had. I am a customer that can take my business elsewhere so therefore I should be treated with a modicume of respect at the very least. The agent that responded to this complaint NEVER read the transcript, but I will provide it in my complaint so that "DISH" can address the issues 5hey are facing internally. As for my issue with the remote...I never had an issue wirh the remote I had an issue wirh the pricing after I researched. Clearly, the dispute team at DISH is not reading the complaints correctly or just does not care. The return was already made and caused many billing issues which I had to chat and call about. 5he ordeal was unnecessary & clearly this forum does not help so I must go to "Consumer Reporting" so this actually gets resolved
Sincerely,
[redacted]
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]