Initial Business Response /* (1000, 5, 2015/09/17) */
September 4, 2015
Mr. [redacted]
[redacted]
Oklahoma City, OK XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 31, 2015, we received your correspondence, dated...
August 28, 2015, filed with the Revdex.com.
You stated that you recently received a $570.57 bill for a DISH Network account that should have been transferred to Ms. [redacted] in January 2013. You requested that this matter be corrected, so you can establish service in your name when you purchase a home in the near future.
When we spoke on September 3, 2015, I informed you that the account was not transferred into Ms. [redacted] name. I advised you that most of the balance owed was for unreturned leased equipment. You indicated that you did not know the whereabouts of said leased equipment. As a courtesy, I agreed to remove the equipment from the account and resolve the balance. You accepted this resolution.
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
[redacted]
Denver, CO XXXXX
[redacted]
September 28, 2016 Dear Ms. [redacted]: On September 27, 2016, we received your complaint, dated September 26, 2016, filed with the Revdex.com. You stated that your DISH Network service has been active for six weeks. Since installation, you have...
experienced service issues that have required three technician visits. The matter is unresolved and you requested that your account be disconnected without an early termination fee. When we spoke today, I confirmed that your early termination fee was waived and your service disconnection is scheduled for September 30, 2016. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
September 14, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com. You said that you disconnected your DISH Network account due to auto-pay and technical issues. You...
also expressed concern about the return of your leased receiver. I attempted to reach you at ###-###-#### on September 12, 13, and 14, 2016, and I left three voicemails. Our records indicate that your automatic payments failed due to a decline response from your credit card company beginning in February 2016. We were contacted on July 6, 2016, concerning your billing and you advised our agents that you did not wish to pay your past-due balance, and you wished to disconnect your service. Please note that our agents are not able to call out to advise you that your payment failed. DISH Network sends emails to advise you of any payment issues. You reported a technical issue on the same day, but other than that report we have no record of any issues being reported. Please note that in order to upgrade your receiver, a technician visit is required to install the new receiver, so it cannot be shipped. Our records indicate that we received your receiver today. Once it has been processed, the $449.00, and $249.00 in unreturned equipment fees, will be reversed and any credit balance will be refunded to you. If you are not able to safely access your satellite dish, we not require the return of the LNBF attached to it. As your balance was paid, you currently have a zero balance and nothing was reported to your credit file. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
August 16, 2016 Dear Ms. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You provided feedback regarding your customer service experience. We appreciate your feedback. It was not our intent to add to your frustration. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
July 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 8, 2016, we received your complaint, dated July 5, 2016, filed with the Revdex.com. You expressed concern with ongoing technical issues with your Hopper receiver and its recording capabilities. Because these issues have not been resolved, you requested that we release you from your contract. When we spoke by phone, I said that we would like the opportunity to send a technician to your home in order to address these concerns. I will waive the fee and I advised you to contact me directly if the problems continue once the visit is completed. If we are unable to resolve the technical issues, I will release you from your contract. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
[redacted] Dear Mr. [redacted]: On August 25, 2017, we received your complaint, dated August 24, 2017, filed with the Revdex.com. You expressed concern with the removal of your promotional offers due to the disconnection of your service. You indicated that you restarted your service the same day and only the promotional discounts were reinstated. You would like for the free movie channels to be reapplied to your account. Our records show that your service was disconnected on August 23, 2017. Please be advised that any promotional offers are automatically forfeited when the service is disconnected. Our records confirm that your service was restarted on August 23, 2017, and all promotional offers, including the movie channels were reinstated. When I spoke with you by phone on August 29, 2017, you advised me that your concerns were previously addressed. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.Although I received your voicemails, my attempts to contact you by phone at [redacted] on January 6, 7 and 8, 2015, were unsuccessful; however, I left three messages. You maintain that you are not receiving the monthly rate of $115.61 that you were guaranteed for two years. A review of the customer service call on April 18, 2015, found that while the representative offered you a monthly rate of $115.61 plus tax, he did not give a time frame on how long the rate would apply. The representative did, however, state that the 24-month commitment was required to provide the upgraded equipment at no cost. Additionally, the representative notated your account indicating that he offered you a $30.00 credit for six months; however, he did not apply the credit as promised. I apologize for this oversight. To honor this offer, a $30.00 monthly credit was applied on May 14, 2015, for six months. This reduced your monthly rate to $114.99 plus tax through November 14, 2015. On December 11, 2015, a $25.00 monthly credit was added for four months, and your monthly rate became $120.51 plus tax. A $50.00 lump-sum credit was also applied to cover the previous two months already billed. Please note that this monthly rate is not guaranteed. As we are unable to honor your request to provide you with a guaranteed monthly rate of $115.61, I waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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]
[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
[redacted] Dear Ms. [redacted]: On January 17, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You expressed dissatisfaction with the technical issues you experienced, and you said that the issues have not been resolved. You also indicated that your monthly bill increased by $30.00, and you disputed the cost for a technician visit. When we spoke today, I offered you the DISH’n It Up (DIU) equipment upgrade for the Hopper 3 and two Joey receivers with no upfront cost and a 24-month commitment. I informed you that I would make an exception and waive your 24-month term commitment for the DIU promotion on November 24, 2019. This is the date that your Preferred Customer Offer will be fulfilled. I scheduled an installation for January 27, 2018, between the hours of 8:00 am and noon. You accepted this resolution. Our records reveal that your $27.00 monthly promotional credit, along with the monthly $15.00 courtesy credits, ended in October 2017. As a result your bill increased. During our conversation, you said your bill is now $10.00 more per month than what was quoted when the Preferred Customer Offer was added to your account. Our records reveal that you enrolled in the Preferred Customer Offer with 24-month commitment and a price guarantee for the core programming for 24 months. You currently subscribe to the following: · America’s Top 120 package $44.99 (regular price $64.99) · Local channels ...⇄ $10.00 (regular price $12.00) · DVR service fee ...⇄ $10.00 (regular price $15.00) · Two Joey receivers ...⇄ $14.00 ($7.00 per Joey) Your monthly bill with tax is $84.56. I reviewed your recorded call from November 25, 2017 (the date the Preferred Customer Offer was applied). I found that our agent provided full disclosure of the promotional terms and informed you that the monthly billing rate would be $78.99 before tax. You accepted this offer through the IVR phone system. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...August 11, 2016 Ms. [redacted] [redacted]
*Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You continue to maintain that you have never had DISH Network service and you refused to file an ID Theft Affidavit. You requested that we remove this account from your credit report. An ID Theft Affidavit is required to research your claim. We are unable to assist you without the proper documentation. We regret that you do not agree. As previously advised, if you feel that you have been a victim of ID theft, you may file an ID Theft Affidavit (enclosed). Once the Affidavit is filled out and signed, please send it to the DISH Network ID Theft Verification Team. They will not start the investigative 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. You can send the documentation by:Fax: [redacted]Email: [redacted] Mail: ID Theft Verification Team If there are further questions or concerns about this issue, please feel free to contact me at
[redacted] Dear Mr. [redacted]: On September 15, 2017, we received your complaint, dated September 3, 2017, filed with the Revdex.com. You maintain that you did not receive the equipment you requested and there is an upgrade fee of $400.00 now to install it. You also mentioned that you were unaware of the additional receiver fees and you were unable to receive the voice remotes you requested. In addition, you expressed concern with the customer service you received. You initiated your account through [redacted], an independent retailer. A review of your sales call reveals that you did not choose the Hopper 3 receiver because it included an additional upgrade fee of $150.00; therefore, a regular Hopper was installed. To upgrade your receiver to the Hopper 3 would require the swapping out of your Joeys for new Joey 2.0s. The cost to complete this upgrade is $150.00. I apologize for the information you received. Please note that there are additional monthly receiver fees for all active equipment on your account except the main receiver. When I spoke with you by telephone today, I scheduled an upgrade to the Hopper 3 system for $150.00. The installation was completed on Sunday, October 1, 2017. Please note that the voice remote is compatible with all of our Hopper systems that have our new User Interface. During our conversation, you mentioned that you were advised you would receive an [redacted], but the link you were provided does not work. Our records reveal that you did not qualify for this offer. You said that you already purchased an [redacted]. As an exception, I applied a $50.00 credit to your account as compensation. We strive to provide excellent service and regret that your experience did not meet your needs. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:Dish responses are in quotation marks, I will address each one after Dishes response."You said you are still experiencing technical issues with the ViP 211k model receiver. You indicated that you declined our offer to upgrade the equipment."Yes, I declined the offer to upgrade my equipment because of the additional monthly charges that I would occur with your updates. "We were unable to locate any technical issues that were reported that directly involved the ViP 211k model receiver."Please just google dish network Vip 211k receiver and you will see that many of your subscribers are having the same issues that I am."A replacement ViP 211k model receiver was delivered to your address on July 12, 2016. As of today, it has not been activated on your account."Yes, a replacement receiver was received and activated. The other receiver was given to UPS on 7-19-16. I am having the same issues with the new receiver. The receiver will shut it's self off to update and does not come back on when it is finished. The timer feature does not function properly. Sincerely,
[redacted]
Ocotber 3, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your correspondence, dated September 21, 2016, filed with the Revdex.com. You requested a replacement remote control for your Polk Sound Bar. I attempted to reach you...
at ###-###-#### and ###-###-#### on September 29 and 30, 2016, and October 3, 2016. There was no option to leave a message. These are the contact numbers listed on your correspondence and account. I also sent an email to [redacted]@yahoo.com (copy enclosed). While DISH Network sold you the Polk Sound Bar, the manufacturer Polk Audio is responsible for their equipment. To receive a replacement remote control, please contact Polk Audio at ###-###-####, or by email at www.polkaudio.com/support/contact. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/05/22) */
May 19, 2015
Ms. [redacted]
[redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the...
Revdex.com.
When I contacted you by phone today, you were unable to discuss your concerns and you agreed to be provided with a written response.
You maintain that four charges were applied to your account without notification. You would like a credit for the charges, and compensation for this issue.
The current balance on your account is $347.94. This balance includes an early termination fee of $90.00, three $10.00 box return fees and an unpaid service balance of $176.63.
The four charges that were applied to your account were account credits that we reversed because they were supposed to be used for upcoming service. Since theses credits were applied on your previous billing statement and the service was disconnected on May 8, 2015, before the billing dates (May 22, 2015, through June 21, 2015), the credits were reversed, resulting in a total charge of $51.31.
As a courtesy, I applied a credit of $51.31 to your account; however, we are unable to honor your request for compensation.
You also expressed dissatisfaction with our Customer Service Department while you were disconnecting your service. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
April 6, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. Beard: On March 31, 2017, we received your complaint, dated March 30, 2017, filed with the Revdex.com. You said that you were unable to make your payment on time and you contacted our customer service. You said that an agent told you to remove eAutoPay and add it back on a later date, which you did. However, you said that your rate doubled as you lost your promotional credits. You ask that we provide you with a refund or release you from your contract. When we spoke, I informed you that you removed eAutoPay from your account on October 24, 2016, and you never reinstated it. I told you that your rate didn’t double, but it did increase by $10.00 as that is the discount you receive for having eAutoPay. You ended the call. I am unable to waive your early termination fee due to this complaint. However, I’m willing to reinstate your promotional credit provided that you restart your account with eAutoPay. If you would like to accept my offer, please contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Mr. [redacted]: On December 30, 2015, we received your correspondence, dated December 29, 2015, filed with the Revdex.com. You said you were told dishNET satellite internet was not available when you initiated service through [redacted] LLC. You maintain you were informed that [redacted] internet was available as a bundle with your DISH Network TV service. You disputed the early termination fee and requested a refund. I attempted to reach you at ###-###-#### and ###-###-#### on December 30, 2015, and January 6 and 7, 2016. I left four voice messages. These contact phone numbers are listed on your correspondence and your account. DISH Network and [redacted] do not share a business relationship. You established the Digital Home Advantage (DHA) promotion with a 24-month commitment through [redacted] LLC, an independent retailer. Your sales call was reviewed and we found that you requested TV service only. There was no mention of internet service or a bundle option. We recommend that you contact [redacted] LLC directly regarding concerns with the sale of service. Under the DHA promotion, there is no grace period to cancel the service without a penalty. Because your service was canceled prior to the promotional fulfillment date, you were billed $480.00 for the early termination fee and $10.00 for the return box fees. Nevertheless, I made an exception and reversed the early termination and return box fees from your account. No refund is warranted as no funds were collected. There is no balance due for programming. Please return the leased equipment to DISH Network to avoid unreturned equipment fees. A return box with label was delivered to your home by UPS on December 29, 2015. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
February 22, 2016 Mr. [redacted] and Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You requested a refund for the $340.00 early termination fee. You also indicated that you were told you would be billed double the monthly amount to restore the service. A review of the account reveals that Mr. [redacted] is the account holder and Ms. [redacted] is listed as the authorized user. When we spoke today, I advised Ms. [redacted] that the credit card account ending in [redacted] was used to qualify for the Digital Home Advantage (DHA) promotion on June 4, 2015 (the date of sale). When you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and return box fees. I have enclosed a copy of your signed DHA agreement for your review. Your account was disconnected due to nonpayment on December 30, 2015. Because the service was disconnected prior to the promotional fulfillment date, you were billed $340.00 for the early termination fee. The payment for this fee was collected on February 19, 2016. Your refund request cannot be honored, as the early termination fee is valid. During our conversation I informed you that when an account is disconnected, the past-due amount plus the charges for one month of service are required to be paid in full to restore the account. I regret any confusion. The balance now due for service rendered is $123.09. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted]
[redacted] Dear Mr. [redacted]: On February 27, 2017, we received your complaint, dated February 16, 2017, filed with the Revdex.com. You stated that you contacted DISH Network in December 2016 to increase your internet package, upgrade your TV equipment and explore the promotional offers available to you. You were offered an upgraded internet package and you were told you would retain your TV programming package for a monthly rate of $203.15. You have not received the upgraded internet service and you have not received the pricing you were offered. Your attempts to resolve the matter have been unsuccessful. When we spoke today, I advised you that I reviewed the call that occurred in December 2016 relating to your offer. I agreed to provide the internet package you requested and I extended your current discount and programming offers to 12 months at the rate of $194.97 to equal what you were offered. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
October 28, 2016 Dear Mr. [redacted]: On October 28, 2016, we received your complaint, dated October 26, 2016, filed with the Revdex.com. You disputed the $50.00 processing fee that was collected at the time of sale. You also provided feedback regarding the website you visited when you ordered the DISH Network service. When we spoke today, I advised you that the website address you referenced, www.dishpromotions.com, belongs to Sterling Commerce Group LLC, an independent retailer. The retailer also collected the $50.00 processing fee. We are unable to honor your refund request. We appreciate your feedback and your concerns will be investigated internally. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because: As I stated before I was told that I would receive 4 months of credits because I was without service for four months not two. I was told that the conversion was recorded I have asked to hear the recording and dish has refused I know I clearly stated that I was without service for four months and the rep said she would credit me four months but that it had to be broken up into 4 payments because only so much credit could be given on an account at a time so she would do two payments and that I should call back and final two would be given. The last two were never given. I paid for services I did not receive and I want the money I am due. Like I stated not only do I not owe the 82.00 Charged to my card I am still owed over 67.00 for the difference in the 150.00 credit still do. Thank
Sincerely,
[redacted]
[redacted]
[redacted] Dear [redacted]: On September 26, 2017, we received your complaint, dated September 25, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on September 26, 28 and 29, 2017. I left three voice messages. I also sent an email to [redacted] You expressed concern with the monthly billing rate, but you did not specify. You disputed the account balance. Our records reveal that you established your account under the Flex 24 pay-in-advance promotion with a 24-month commitment. You previously subscribed to the following service: · America’s Top 250 $84.99 · Local Channels $10.00 · [redacted] ...⇄ $10.00 (regular price $15.00) · Hopper DVR service $15.00 · Joey receiver $7.00 · DISH Protection Silver $8.99 The monthly billing rate before tax was $135.98. Your account was disconnected due to nonpayment on August 16, 2017. Because your service was disconnected prior to the promotional fulfillment date, you were billed $120.00 for an early termination fee. You were also billed a $12.00 equipment return fee. I made an exception and reversed these fees from your account. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH Network. A return box with label will be delivered to your address by [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 4, 2015
Mr. [redacted]
[redacted]
Oklahoma City, OK XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 31, 2015, we received your correspondence, dated...
August 28, 2015, filed with the Revdex.com.
You stated that you recently received a $570.57 bill for a DISH Network account that should have been transferred to Ms. [redacted] in January 2013. You requested that this matter be corrected, so you can establish service in your name when you purchase a home in the near future.
When we spoke on September 3, 2015, I informed you that the account was not transferred into Ms. [redacted] name. I advised you that most of the balance owed was for unreturned leased equipment. You indicated that you did not know the whereabouts of said leased equipment. As a courtesy, I agreed to remove the equipment from the account and resolve the balance. You accepted this resolution.
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
[redacted]
Denver, CO XXXXX
[redacted]
September 28, 2016 Dear Ms. [redacted]: On September 27, 2016, we received your complaint, dated September 26, 2016, filed with the Revdex.com. You stated that your DISH Network service has been active for six weeks. Since installation, you have...
experienced service issues that have required three technician visits. The matter is unresolved and you requested that your account be disconnected without an early termination fee. When we spoke today, I confirmed that your early termination fee was waived and your service disconnection is scheduled for September 30, 2016. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
September 14, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 4, 2016, filed with the Revdex.com. You said that you disconnected your DISH Network account due to auto-pay and technical issues. You...
also expressed concern about the return of your leased receiver. I attempted to reach you at ###-###-#### on September 12, 13, and 14, 2016, and I left three voicemails. Our records indicate that your automatic payments failed due to a decline response from your credit card company beginning in February 2016. We were contacted on July 6, 2016, concerning your billing and you advised our agents that you did not wish to pay your past-due balance, and you wished to disconnect your service. Please note that our agents are not able to call out to advise you that your payment failed. DISH Network sends emails to advise you of any payment issues. You reported a technical issue on the same day, but other than that report we have no record of any issues being reported. Please note that in order to upgrade your receiver, a technician visit is required to install the new receiver, so it cannot be shipped. Our records indicate that we received your receiver today. Once it has been processed, the $449.00, and $249.00 in unreturned equipment fees, will be reversed and any credit balance will be refunded to you. If you are not able to safely access your satellite dish, we not require the return of the LNBF attached to it. As your balance was paid, you currently have a zero balance and nothing was reported to your credit file. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
August 16, 2016 Dear Ms. [redacted]: On August 16, 2016, we received your complaint, dated August 15, 2016, filed with the Revdex.com. You provided feedback regarding your customer service experience. We appreciate your feedback. It was not our intent to add to your frustration. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
July 13, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On July 8, 2016, we received your complaint, dated July 5, 2016, filed with the Revdex.com. You expressed concern with ongoing technical issues with your Hopper receiver and its recording capabilities. Because these issues have not been resolved, you requested that we release you from your contract. When we spoke by phone, I said that we would like the opportunity to send a technician to your home in order to address these concerns. I will waive the fee and I advised you to contact me directly if the problems continue once the visit is completed. If we are unable to resolve the technical issues, I will release you from your contract. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
August 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
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[redacted] Dear Mr. [redacted]: On August 25, 2017, we received your complaint, dated August 24, 2017, filed with the Revdex.com. You expressed concern with the removal of your promotional offers due to the disconnection of your service. You indicated that you restarted your service the same day and only the promotional discounts were reinstated. You would like for the free movie channels to be reapplied to your account. Our records show that your service was disconnected on August 23, 2017. Please be advised that any promotional offers are automatically forfeited when the service is disconnected. Our records confirm that your service was restarted on August 23, 2017, and all promotional offers, including the movie channels were reinstated. When I spoke with you by phone on August 29, 2017, you advised me that your concerns were previously addressed. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
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January 11, 2016Ms. [redacted]Fort Worth, TX [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On...
January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.Although I received your voicemails, my attempts to contact you by phone at [redacted] on January 6, 7 and 8, 2015, were unsuccessful; however, I left three messages. You maintain that you are not receiving the monthly rate of $115.61 that you were guaranteed for two years. A review of the customer service call on April 18, 2015, found that while the representative offered you a monthly rate of $115.61 plus tax, he did not give a time frame on how long the rate would apply. The representative did, however, state that the 24-month commitment was required to provide the upgraded equipment at no cost. Additionally, the representative notated your account indicating that he offered you a $30.00 credit for six months; however, he did not apply the credit as promised. I apologize for this oversight. To honor this offer, a $30.00 monthly credit was applied on May 14, 2015, for six months. This reduced your monthly rate to $114.99 plus tax through November 14, 2015. On December 11, 2015, a $25.00 monthly credit was added for four months, and your monthly rate became $120.51 plus tax. A $50.00 lump-sum credit was also applied to cover the previous two months already billed. Please note that this monthly rate is not guaranteed. As we are unable to honor your request to provide you with a guaranteed monthly rate of $115.61, I waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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]
[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH 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]
January 23, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 17, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You expressed dissatisfaction with the technical issues you experienced, and you said that the issues have not been resolved. You also indicated that your monthly bill increased by $30.00, and you disputed the cost for a technician visit. When we spoke today, I offered you the DISH’n It Up (DIU) equipment upgrade for the Hopper 3 and two Joey receivers with no upfront cost and a 24-month commitment. I informed you that I would make an exception and waive your 24-month term commitment for the DIU promotion on November 24, 2019. This is the date that your Preferred Customer Offer will be fulfilled. I scheduled an installation for January 27, 2018, between the hours of 8:00 am and noon. You accepted this resolution. Our records reveal that your $27.00 monthly promotional credit, along with the monthly $15.00 courtesy credits, ended in October 2017. As a result your bill increased. During our conversation, you said your bill is now $10.00 more per month than what was quoted when the Preferred Customer Offer was added to your account. Our records reveal that you enrolled in the Preferred Customer Offer with 24-month commitment and a price guarantee for the core programming for 24 months. You currently subscribe to the following: · America’s Top 120 package $44.99 (regular price $64.99) · Local channels ...⇄ $10.00 (regular price $12.00) · DVR service fee ...⇄ $10.00 (regular price $15.00) · Two Joey receivers ...⇄ $14.00 ($7.00 per Joey) Your monthly bill with tax is $84.56. I reviewed your recorded call from November 25, 2017 (the date the Preferred Customer Offer was applied). I found that our agent provided full disclosure of the promotional terms and informed you that the monthly billing rate would be $78.99 before tax. You accepted this offer through the IVR phone system. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...August 11, 2016 Ms. [redacted] [redacted]
*Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You continue to maintain that you have never had DISH Network service and you refused to file an ID Theft Affidavit. You requested that we remove this account from your credit report. An ID Theft Affidavit is required to research your claim. We are unable to assist you without the proper documentation. We regret that you do not agree. As previously advised, if you feel that you have been a victim of ID theft, you may file an ID Theft Affidavit (enclosed). Once the Affidavit is filled out and signed, please send it to the DISH Network ID Theft Verification Team. They will not start the investigative 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. You can send the documentation by:Fax: [redacted]Email: [redacted] Mail: ID Theft Verification Team If there are further questions or concerns about this issue, please feel free to contact me at
October 3, 2017 [redacted]
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[redacted] Dear Mr. [redacted]: On September 15, 2017, we received your complaint, dated September 3, 2017, filed with the Revdex.com. You maintain that you did not receive the equipment you requested and there is an upgrade fee of $400.00 now to install it. You also mentioned that you were unaware of the additional receiver fees and you were unable to receive the voice remotes you requested. In addition, you expressed concern with the customer service you received. You initiated your account through [redacted], an independent retailer. A review of your sales call reveals that you did not choose the Hopper 3 receiver because it included an additional upgrade fee of $150.00; therefore, a regular Hopper was installed. To upgrade your receiver to the Hopper 3 would require the swapping out of your Joeys for new Joey 2.0s. The cost to complete this upgrade is $150.00. I apologize for the information you received. Please note that there are additional monthly receiver fees for all active equipment on your account except the main receiver. When I spoke with you by telephone today, I scheduled an upgrade to the Hopper 3 system for $150.00. The installation was completed on Sunday, October 1, 2017. Please note that the voice remote is compatible with all of our Hopper systems that have our new User Interface. During our conversation, you mentioned that you were advised you would receive an [redacted], but the link you were provided does not work. Our records reveal that you did not qualify for this offer. You said that you already purchased an [redacted]. As an exception, I applied a $50.00 credit to your account as compensation. We strive to provide excellent service and regret that your experience did not meet your needs. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
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Complaint: [redacted]
I am rejecting this response because:Dish responses are in quotation marks, I will address each one after Dishes response."You said you are still experiencing technical issues with the ViP 211k model receiver. You indicated that you declined our offer to upgrade the equipment."Yes, I declined the offer to upgrade my equipment because of the additional monthly charges that I would occur with your updates. "We were unable to locate any technical issues that were reported that directly involved the ViP 211k model receiver."Please just google dish network Vip 211k receiver and you will see that many of your subscribers are having the same issues that I am."A replacement ViP 211k model receiver was delivered to your address on July 12, 2016. As of today, it has not been activated on your account."Yes, a replacement receiver was received and activated. The other receiver was given to UPS on 7-19-16. I am having the same issues with the new receiver. The receiver will shut it's self off to update and does not come back on when it is finished. The timer feature does not function properly. Sincerely,
[redacted]
Ocotber 3, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your correspondence, dated September 21, 2016, filed with the Revdex.com. You requested a replacement remote control for your Polk Sound Bar. I attempted to reach you...
at ###-###-#### and ###-###-#### on September 29 and 30, 2016, and October 3, 2016. There was no option to leave a message. These are the contact numbers listed on your correspondence and account. I also sent an email to [redacted]@yahoo.com (copy enclosed). While DISH Network sold you the Polk Sound Bar, the manufacturer Polk Audio is responsible for their equipment. To receive a replacement remote control, please contact Polk Audio at ###-###-####, or by email at www.polkaudio.com/support/contact. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/05/22) */
May 19, 2015
Ms. [redacted]
[redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the...
Revdex.com.
When I contacted you by phone today, you were unable to discuss your concerns and you agreed to be provided with a written response.
You maintain that four charges were applied to your account without notification. You would like a credit for the charges, and compensation for this issue.
The current balance on your account is $347.94. This balance includes an early termination fee of $90.00, three $10.00 box return fees and an unpaid service balance of $176.63.
The four charges that were applied to your account were account credits that we reversed because they were supposed to be used for upcoming service. Since theses credits were applied on your previous billing statement and the service was disconnected on May 8, 2015, before the billing dates (May 22, 2015, through June 21, 2015), the credits were reversed, resulting in a total charge of $51.31.
As a courtesy, I applied a credit of $51.31 to your account; however, we are unable to honor your request for compensation.
You also expressed dissatisfaction with our Customer Service Department while you were disconnecting your service. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
April 6, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
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[redacted] Dear Mr. Beard: On March 31, 2017, we received your complaint, dated March 30, 2017, filed with the Revdex.com. You said that you were unable to make your payment on time and you contacted our customer service. You said that an agent told you to remove eAutoPay and add it back on a later date, which you did. However, you said that your rate doubled as you lost your promotional credits. You ask that we provide you with a refund or release you from your contract. When we spoke, I informed you that you removed eAutoPay from your account on October 24, 2016, and you never reinstated it. I told you that your rate didn’t double, but it did increase by $10.00 as that is the discount you receive for having eAutoPay. You ended the call. I am unable to waive your early termination fee due to this complaint. However, I’m willing to reinstate your promotional credit provided that you restart your account with eAutoPay. If you would like to accept my offer, please contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
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[redacted] Dear Mr. [redacted]: On December 30, 2015, we received your correspondence, dated December 29, 2015, filed with the Revdex.com. You said you were told dishNET satellite internet was not available when you initiated service through [redacted] LLC. You maintain you were informed that [redacted] internet was available as a bundle with your DISH Network TV service. You disputed the early termination fee and requested a refund. I attempted to reach you at ###-###-#### and ###-###-#### on December 30, 2015, and January 6 and 7, 2016. I left four voice messages. These contact phone numbers are listed on your correspondence and your account. DISH Network and [redacted] do not share a business relationship. You established the Digital Home Advantage (DHA) promotion with a 24-month commitment through [redacted] LLC, an independent retailer. Your sales call was reviewed and we found that you requested TV service only. There was no mention of internet service or a bundle option. We recommend that you contact [redacted] LLC directly regarding concerns with the sale of service. Under the DHA promotion, there is no grace period to cancel the service without a penalty. Because your service was canceled prior to the promotional fulfillment date, you were billed $480.00 for the early termination fee and $10.00 for the return box fees. Nevertheless, I made an exception and reversed the early termination and return box fees from your account. No refund is warranted as no funds were collected. There is no balance due for programming. Please return the leased equipment to DISH Network to avoid unreturned equipment fees. A return box with label was delivered to your home by UPS on December 29, 2015. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### [redacted] [redacted]
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February 22, 2016 Mr. [redacted] and Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You requested a refund for the $340.00 early termination fee. You also indicated that you were told you would be billed double the monthly amount to restore the service. A review of the account reveals that Mr. [redacted] is the account holder and Ms. [redacted] is listed as the authorized user. When we spoke today, I advised Ms. [redacted] that the credit card account ending in [redacted] was used to qualify for the Digital Home Advantage (DHA) promotion on June 4, 2015 (the date of sale). When you agreed to the DHA promotion, you authorized DISH Network to access your qualifying credit card account to collect payment for the early termination, unreturned equipment and return box fees. I have enclosed a copy of your signed DHA agreement for your review. Your account was disconnected due to nonpayment on December 30, 2015. Because the service was disconnected prior to the promotional fulfillment date, you were billed $340.00 for the early termination fee. The payment for this fee was collected on February 19, 2016. Your refund request cannot be honored, as the early termination fee is valid. During our conversation I informed you that when an account is disconnected, the past-due amount plus the charges for one month of service are required to be paid in full to restore the account. I regret any confusion. The balance now due for service rendered is $123.09. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
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[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
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[redacted] Dear Mr. [redacted]: On February 27, 2017, we received your complaint, dated February 16, 2017, filed with the Revdex.com. You stated that you contacted DISH Network in December 2016 to increase your internet package, upgrade your TV equipment and explore the promotional offers available to you. You were offered an upgraded internet package and you were told you would retain your TV programming package for a monthly rate of $203.15. You have not received the upgraded internet service and you have not received the pricing you were offered. Your attempts to resolve the matter have been unsuccessful. When we spoke today, I advised you that I reviewed the call that occurred in December 2016 relating to your offer. I agreed to provide the internet package you requested and I extended your current discount and programming offers to 12 months at the rate of $194.97 to equal what you were offered. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
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October 28, 2016 Dear Mr. [redacted]: On October 28, 2016, we received your complaint, dated October 26, 2016, filed with the Revdex.com. You disputed the $50.00 processing fee that was collected at the time of sale. You also provided feedback regarding the website you visited when you ordered the DISH Network service. When we spoke today, I advised you that the website address you referenced, www.dishpromotions.com, belongs to Sterling Commerce Group LLC, an independent retailer. The retailer also collected the $50.00 processing fee. We are unable to honor your refund request. We appreciate your feedback and your concerns will be investigated internally. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because: As I stated before I was told that I would receive 4 months of credits because I was without service for four months not two. I was told that the conversion was recorded I have asked to hear the recording and dish has refused I know I clearly stated that I was without service for four months and the rep said she would credit me four months but that it had to be broken up into 4 payments because only so much credit could be given on an account at a time so she would do two payments and that I should call back and final two would be given. The last two were never given. I paid for services I did not receive and I want the money I am due. Like I stated not only do I not owe the 82.00 Charged to my card I am still owed over 67.00 for the difference in the 150.00 credit still do. Thank
Sincerely,
[redacted]
September 29, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear [redacted]: On September 26, 2017, we received your complaint, dated September 25, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on September 26, 28 and 29, 2017. I left three voice messages. I also sent an email to [redacted] You expressed concern with the monthly billing rate, but you did not specify. You disputed the account balance. Our records reveal that you established your account under the Flex 24 pay-in-advance promotion with a 24-month commitment. You previously subscribed to the following service: · America’s Top 250 $84.99 · Local Channels $10.00 · [redacted] ...⇄ $10.00 (regular price $15.00) · Hopper DVR service $15.00 · Joey receiver $7.00 · DISH Protection Silver $8.99 The monthly billing rate before tax was $135.98. Your account was disconnected due to nonpayment on August 16, 2017. Because your service was disconnected prior to the promotional fulfillment date, you were billed $120.00 for an early termination fee. You were also billed a $12.00 equipment return fee. I made an exception and reversed these fees from your account. To avoid unreturned equipment fees from applying, please return the leased equipment to DISH Network. A return box with label will be delivered to your address by [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
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