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 ###-###-####
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]
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...
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]
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]
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]
*
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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincere Thanks
[redacted]
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
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.
As long as Dish fulfills it's agreement to actually cancel the new contract and I will no longer be under any contract of any kind, I shall have no further dispute.
Sincerely,
[redacted]
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]
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 ###-###-####
[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]
September 14, 2016 Dear Ms. [redacted]: On September 6, 2016, we received your complaint, dated September 2, 2016, filed with the Revdex.com. You said that you have been attempting to return your leased equipment to DISH Network but you have not...
received a return label. You maintain that you have made several attempts to obtain a label from DISH Network, but without success. You requested that a DISH Network supervisor contact you. A review of your account reveals that DISH Network received your leased equipment on September 13, 2016. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
[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]
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]
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]
December 27, 2016 Dear Ms. [redacted]: On December 27, 2016, we received your complaint, dated December 23, 2016, filed with the Revdex.com. You expressed concern about my response to your initial complaint. It was not my intent to add to your frustration. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
February 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 12, 2016, we received your complaint, dated February 9, 2016, filed with the Revdex.com. You said that you were provided incorrect information when you contacted DISH Network to upgrade your equipment. You requested to have your balance waived. When we spoke, I advised you that I reviewed both of your calls to upgrade your equipment. With the exception of one fee, you were provided with correct information. As you were not advised that a $99.00 receiver fee would be applied to your account, I waived it. I also advised you that one Joey receiver had yet to be received and that the associated $99.00 unreturned equipment fee would be waived once we receive it. As no other incorrect information was provided, we are unable to honor your request to waive your balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
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 ###-###-####
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]
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...
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]
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]
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]
*
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 ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincere Thanks
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[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
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.
As long as Dish fulfills it's agreement to actually cancel the new contract and I will no longer be under any contract of any kind, I shall have no further dispute.
Sincerely,
[redacted]
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]
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 ###-###-####
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]
September 14, 2016 Dear Ms. [redacted]: On September 6, 2016, we received your complaint, dated September 2, 2016, filed with the Revdex.com. You said that you have been attempting to return your leased equipment to DISH Network but you have not...
received a return label. You maintain that you have made several attempts to obtain a label from DISH Network, but without success. You requested that a DISH Network supervisor contact you. A review of your account reveals that DISH Network received your leased equipment on September 13, 2016. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
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]
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]
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]
December 27, 2016 Dear Ms. [redacted]: On December 27, 2016, we received your complaint, dated December 23, 2016, filed with the Revdex.com. You expressed concern about my response to your initial complaint. It was not my intent to add to your frustration. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
February 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 12, 2016, we received your complaint, dated February 9, 2016, filed with the Revdex.com. You said that you were provided incorrect information when you contacted DISH Network to upgrade your equipment. You requested to have your balance waived. When we spoke, I advised you that I reviewed both of your calls to upgrade your equipment. With the exception of one fee, you were provided with correct information. As you were not advised that a $99.00 receiver fee would be applied to your account, I waived it. I also advised you that one Joey receiver had yet to be received and that the associated $99.00 unreturned equipment fee would be waived once we receive it. As no other incorrect information was provided, we are unable to honor your request to waive your balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...