Complaint: [redacted]
I am rejecting this response because: they lied to me and will not come close to what I was told I was going to get! There was no confusion on my part. It was clear that this is what I was told. No confusion just a flat out lie! Unfortunately, dish won't honor anything and so I had to take the deal of not having to finish out my contract.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
June 30, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 24, 2015, we received your complaint, dated June 25, 2015, filed with...
the Revdex.com.
You said that you were not made aware of your DISH Network balance and requested that it be waived and removed from your credit file.
I attempted to reach you at (XXX) XXX-XXXX on June 25, 29 and 30, 2015, and I left three voicemails.
In my last message, I advised you that your account was disconnected due to non-payment on March 28, 2014. Statements were emailed to you at the address provided for the account, [redacted]@yahoo.com, in February, March, May, June, and July 2014. Two statements were emailed in March and July 2014. As we received no reply or payment, your account was referred for collections on July 29, 2014.
Your balance of $92.22 consists of a $70.00 early termination fee, a $17.00 box return fee and tax. While we sincerely regret any inconvenience, as DISH Network attempted to reach you at the address provided and your balance remains unpaid, we are unable to waive it or remove this item from your credit file.
Enclosed is a copy of your customer agreement for your records.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't receive any bill all my mail was forwarded to my new address no bill's from dish. I even checked with post office to make sure every piece of mail was being forwarded. My service was not shut off to non payment it was shut off due to relocation. I paid my final monthly bill and returned cable boxes. I've talked to dish several times about restarting services with them prior to this situation happening no one then over the phone told me about this bill. As far as dish contacting me I had three calls three different days in the morning all exactly at 9:15 am when I'm at work. I have returned all calls and left messages for this Dave guy.it's like playing cat & mouse with this guy. This issue is not resolved in anyway.
Final Business Response /* (4000, 9, 2015/07/10) */
July 8, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 8, 2015, we received your rebuttal, dated July 3, 2015, filed with the Revdex.com.
You maintain that you received no bills after you disconnected your DISH Network account.
As I explained my previous response, DISH Network emailed you several bills reflecting your past-due balance. As we received no payment, your balance was sent for collections on July 29, 2014. Enclosed are your May and June 2014 bills.
While we regret that you do not agree with our response, we are unable to waive your balance or remove it from your credit file.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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]
September 28, 2016 Dear Mr. Paprocki: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You said that your information was used to initiate a DISH Network account without your...
authorization. You indicated that you felt DISH Network does not have adequate security to prevent identity theft. Per the voicemail you left me, I did not attempt to contact you by phone any further. We sincerely regret that you do not agree with DISH Network’s policies and procedures. Our Identity Theft Team advised me that your claim was received and accepted. 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 ###-###-####
Dear Mr. [redacted]: On January 30, 2017, we received your complaint, dated January 28, 2017, filed with the Revdex.com. You expressed concern about the level of customer service that you received. When we spoke, we discussed various package options for your account moving forward. Per our conversation, should you wish to restart your account, DISH Network would require a payment of $68.72 for service rendered. Here is a list of the packages and monthly fees we discussed for your records. Please note that taxes are not included. America’s Top 250 $94.99, including local channels Flex Pack $34.99, $29.99 with a monthly $5.00 credit with enrollment in E-autopay Locals Pack $10.00 Hopper receiver $15.00 each Joey receiver $7.00 each You may also find our packages and pricing at [redacted] We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and it will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/10/12) */
October 2, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 30, 2015, we received your complaint, dated September 29, 2015,...
filed with the Revdex.com.
You maintain that the DISH Network debt reported to your credit file is not yours.
When we spoke, I advised you that as you are claiming that the DISH Network account is not yours, our only recourse to resolve this issue is through our ID theft procedures. Enclosed is a copy of our ID theft packet. In order to bring a resolution to this issue, please complete it and return it to our ID Theft Team.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[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]
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]
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]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 3, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August...
31, 2015, filed with the Revdex.com.
You said that you didn't get the Hopper system you ordered. You stated that because you didn't receive it, you are unable to use the Netflix promotion. You requested that we provide you with the Hopper.
When we spoke, I advised you that I reviewed your sales call recording, as we record all of our calls, and didn't find any evidence that you requested the Hopper nor was one offered to you. Nevertheless, I asked if you would still like a Hopper system installed. We went over your options, but you decided to keep the equipment that you have. In addition, I agreed to provide you with a $10.00 monthly credit for the next 12 months. Furthermore, I explained how you can stream Netflix with any device that can connect to it through the internet.
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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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 ###-###-####
[redacted] Dear Mrs. [redacted]: On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com. You said that the early termination fee was disclosed to you incorrectly and you only received video service, even though your order was for both video and internet service. You requested that the early termination fee be waived and to receive a refund for the $49.99 debited from your credit card account. When we spoke today, I informed you that your order was placed by an independent retailer, [redacted]. DISH Network only received the order for your video service. We apologize for this and the issue will be addressed. You confirmed that the payment of $49.99 was made to [redacted]--not DISH Network--and you are working with your financial institution to reverse the payment. Although your early termination fee is valid, I made an exception and waived it. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7214. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/12) */
May 11, 2015
Mr. [redacted] W. [redacted] Ct., [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the...
Revdex.com.
You said that DISH Network sent you a bill for service when you don't have an account. You requested a letter of apology and confirmation that you do not have an account nor owe any money.
When we spoke, I explained that I was able to locate an account with your address on it; however, the bills are not being sent in your name and therefore, you are not responsible for the account. We are in the process of updating the account's address and ask for your patience in getting this matter resolved.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need an apology with a statement saying stating I do not and have not had an account with dish network, or owe dish network any money.
Final Business Response /* (4000, 8, 2015/05/19) */
May 14, 2015
Mr. [redacted] W. [redacted] Ct., # **
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 14, 2015, we received your rebuttal, dated May 13, 2015, filed with the Revdex.com.
You said that you would like a statement stating that you do not and have not had an account with DISH Network nor do you owe us any money. You are also requesting an apology.
I can confirm that the account in question doesn't belong to you nor are you responsible for the bill. However, in order to determine whether or not you have ever had service with us and don't owe us any money, I would need to research our system with your Social Security Number to be able to confirm your request.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[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 21, 2016 Dear Ms. [redacted]: On October 19, 2016, we received your complaint, dated October 14, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that your...
equipment was upgraded because the initial equipment that was provided to you was not working. Our records show that your concerns were addressed through the Federal Communications Commission. Enclosed is a copy of my correspondence. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### Enclosure
[redacted] Dear Ms. [redacted]: On May 20, 2016, we received your complaint, dated May 18, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on May 20, 23 and 24, 2016, were unsuccessful; however, I left three messages. You maintain that you are not being billed the amount you agreed to. You also stated that your monthly bill has never been the same, and you placed your service on DISH Pause because it was too high. You would like your 24-month commitment waived. Your service was activated on August 5, 2015, with a 24-month commitment. Your promotion included a monthly introductory savings credit of $12.00 and an E-bill AutoPay monthly credit of $10.00 for 24 months. You also received the Protection Plan free for six months and three movie channels (HBO, Cinemax and Showtime) as well as the DISH Movie package free for three months. These promotional offers made your monthly rate $74.99 plus tax. Our records show that a sales confirmation email was sent to you at [redacted] on August 4, 2015. This email disclosed the terms and conditions of your service and detailed the promotional offers that were included. Your initial installation included only one receiver (Hopper). On September 2, 2015, a second receiver (Joey) was installed in your home to provide service on a second television. Since this was not requested during the original installation, you were charged a $10.00 technician visit fee. We also show that you purchased a surge protector for $29.99 during the installation. Both of these charges were reflected on your billing statement of $127.96 that generated on September 5, 2015. We received a payment of $127.96 on September 29, 2015. As a courtesy, a credit of $29.99 was applied to your account on September 13, 2015, for the surge protector. On September 14, 2015, your Hopper receiver was upgraded to a Hopper with Sling. You were again charged a $10.00 technician visit fee and we show that an HDMI cable ($19.99) and screen cleaner ($15.99) were purchased during the installation. These charges were reflected on the billing statement of $101.04 that generated on October 5, 2015. Two payments totaling $104.03 were received on October 29, 2015. These payments covered the monthly charges of $101.04 and a Pay-Per-View (PPV) that was ordered on October 14, 2015, for $2.99. E-Bill AutoPay was removed from your account on October 22, 2015. As a result, your monthly $10.00 credit was also removed, increasing your monthly rate to $84.99 plus tax. The promotional offer for the movie channels and DISH Movie package expired on November 4, 2015. Since the services were not removed from your account, you began to be billed the regular monthly charges of $45.00. These charges were reflected on your billing statement of $139.51 that generated on November 5, 2015. We received a payment of $139.51 on December 3, 2015. Please be advised that notification of the promotional offers and their expiration was provided on your billing statements and you were notified via email on October 14, 2015. The billing statement that generated on December 5, 2015, also reflected $139.51. A PPV of $6.99 was applied to your account on December 13, 2015. We also applied a $10.00 credit to your account on December 15, 2015, reducing your balance to $136.50. We received a payment of $136.50 on December 31, 2015. Since you re-enrolled in E-Bill AutoPay on December 5, 2015, the monthly promotional E-Bill AutoPay credit of $10.00 was reinstated and was reflected on the billing statement of $129.51 that generated on January 5, 2016. We received a payment for this amount on February 2, 2016. On January 14, 2016, the price of your programming package (America’s Top 250) was increased by $5.00. However, your introductory savings credit was increased from $12.00 to $15.00 to offset the price increase during your 24-month promotional period. The movie channels were also increased by $5.00. Because the promotional offer for the Protection Plan ended on February 4, 2016, and the service was not removed from your account, you began to be billed the regular service charge of $8.00. This made your monthly rate $139.99 plus tax. The billing statement of $149.50 that generated on February 5, 2016, reflected these changes, as well three PPV charges. Please be advised that two of the PPVs were offset with PPV coupons; therefore, you were only charged $6.99 for one of them. A payment of $149.50 was received on March 3, 2016. Your service was placed on DISH Pause on March 3, 2016. DISH Pause is $5.00 a month and can be used for up to nine months. DISH Pause will also extend your term commitment by the number of months the service is paused, and you will forfeit any promotional offers or credits being applied to your account. Two billing statements (-$5.09 on March 5, 2016 and 0.36 on April 5, 2016) generated while your service was on DISH Pause. DISH Pause was removed on April 28, 2016. At that time, your service was restarted with a monthly rate of $111.99 plus tax for the following services: · America’s Top 120 package ($64.99) · HBO and Cinemax ($25.00) · Joey receiver fee ($7.00) · DVR service fee ($12.00) The billing statement of $140.62 that generated on May 5, 2016, included the regular monthly rate plus prorated charges from April 28, 2016, through May 4, 2016. Enclosed are copies of your billing statements for your review. On May 16, 2016, you opted to removed HBO and Cinemax and the second receiver on your account. You also changed your package to the Welcome package ($19.99). A monthly $10.00 credit was also applied to your account on May 20, 2016, for ten months, reducing your monthly rate to $24.99 plus tax. Although the charges on your account are correct for the services that we provided, I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] Enclosure
Initial Business Response /* (1000, 5, 2015/09/25) */
September 10, 2015
Mr. [redacted]
[redacted] St.
Littleton, CO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 9, 2015, we received your complaint, dated September 8, 2015,...
filed with the Revdex.com.
You said that you are being charged an early termination fee for your TV service after you had the service for three years.
When we spoke I informed you that your contract was for 24 months; however, you paused your service from February 7, 2013, to November 9, 2013, and again from November 11, 2013, to July 18, 2014. Your contractual commitment is extended by the number of months your service is paused. I enclosed a copy of your contract and highlighted the Service of Suspension condition. We consider the early termination fee of $87.50 to be accurate.
You also said that you are being charged an early termination fee for your internet service and that no contract was ever signed.
I advised you that although there is no physical contract for the internet service, when it was installed you were required to agree to the terms and conditions of the internet agreement online before being able to use your internet. Nevertheless, as a courtesy, we have waived the $110.00 early termination fee for the internet service.
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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You said that you were advised that your DISH Network account would not be under a 24-month commitment but you found that it was. When we spoke, I advised you that I had waived the DISH’n It Up 24-month commitment associated with your account. 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 [redacted]
*
Initial Business Response /* (1000, 4, 2015/11/20) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015,...
filed with the Revdex.com.
You said that you were offered a rate of $49.99 with an upgrade that carries a two-year agreement, but the offer was not honored.
When we spoke, I advised you that I will honor the offer and ensure that your rate is $49.99 for 24 months.
We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting this response as they are honoring the original offer made to me.
Dear Mr. [redacted]: On February 2, 2016, we received your complaint, dated February 2, 2016, filed with the Revdex.com. You maintain that you disconnected your service in April 2014, but you continued to be billed on your credit card account. You would like the balance of $411.51 removed...
from your account. Our records reveal that when you contacted us on April 17, 2014, you agreed to place your service on DISH Pause. DISH Pause can be used for up to nine months and costs $5.00 a month; however, our representative waived the monthly DISH Pause fee. DISH Pause was removed on January 26, 2015, because the allowed time frame was exceeded. As a result, your previous service charges were reinstated. As you were enrolled in Credit Card AutoPay, the monthly service charges were debited from your credit card account. We do not show that you contacted us regarding this matter until October 16, 2015. At that time, your service was canceled. A total of $448.88 was returned via disputes from your financial institution and a refund provided by DISH Network. This resulted in a balance of $411.51 on your account since these funds had paid for services previously billed. When I spoke with you by phone today, I advised you that I removed the charges from your account, leaving a zero balance. I also requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because: they lied to me and will not come close to what I was told I was going to get! There was no confusion on my part. It was clear that this is what I was told. No confusion just a flat out lie! Unfortunately, dish won't honor anything and so I had to take the deal of not having to finish out my contract.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
June 30, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 24, 2015, we received your complaint, dated June 25, 2015, filed with...
the Revdex.com.
You said that you were not made aware of your DISH Network balance and requested that it be waived and removed from your credit file.
I attempted to reach you at (XXX) XXX-XXXX on June 25, 29 and 30, 2015, and I left three voicemails.
In my last message, I advised you that your account was disconnected due to non-payment on March 28, 2014. Statements were emailed to you at the address provided for the account, [redacted]@yahoo.com, in February, March, May, June, and July 2014. Two statements were emailed in March and July 2014. As we received no reply or payment, your account was referred for collections on July 29, 2014.
Your balance of $92.22 consists of a $70.00 early termination fee, a $17.00 box return fee and tax. While we sincerely regret any inconvenience, as DISH Network attempted to reach you at the address provided and your balance remains unpaid, we are unable to waive it or remove this item from your credit file.
Enclosed is a copy of your customer agreement for your records.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't receive any bill all my mail was forwarded to my new address no bill's from dish. I even checked with post office to make sure every piece of mail was being forwarded. My service was not shut off to non payment it was shut off due to relocation. I paid my final monthly bill and returned cable boxes. I've talked to dish several times about restarting services with them prior to this situation happening no one then over the phone told me about this bill. As far as dish contacting me I had three calls three different days in the morning all exactly at 9:15 am when I'm at work. I have returned all calls and left messages for this Dave guy.it's like playing cat & mouse with this guy. This issue is not resolved in anyway.
Final Business Response /* (4000, 9, 2015/07/10) */
July 8, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 8, 2015, we received your rebuttal, dated July 3, 2015, filed with the Revdex.com.
You maintain that you received no bills after you disconnected your DISH Network account.
As I explained my previous response, DISH Network emailed you several bills reflecting your past-due balance. As we received no payment, your balance was sent for collections on July 29, 2014. Enclosed are your May and June 2014 bills.
While we regret that you do not agree with our response, we are unable to waive your balance or remove it from your credit file.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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]
September 28, 2016 Dear Mr. Paprocki: On September 23, 2016, we received your complaint, dated September 21, 2016, filed with the Revdex.com. You said that your information was used to initiate a DISH Network account without your...
authorization. You indicated that you felt DISH Network does not have adequate security to prevent identity theft. Per the voicemail you left me, I did not attempt to contact you by phone any further. We sincerely regret that you do not agree with DISH Network’s policies and procedures. Our Identity Theft Team advised me that your claim was received and accepted. 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 ###-###-####
February 3, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] ...
Dear Mr. [redacted]: On January 30, 2017, we received your complaint, dated January 28, 2017, filed with the Revdex.com. You expressed concern about the level of customer service that you received. When we spoke, we discussed various package options for your account moving forward. Per our conversation, should you wish to restart your account, DISH Network would require a payment of $68.72 for service rendered. Here is a list of the packages and monthly fees we discussed for your records. Please note that taxes are not included. America’s Top 250 $94.99, including local channels Flex Pack $34.99, $29.99 with a monthly $5.00 credit with enrollment in E-autopay Locals Pack $10.00 Hopper receiver $15.00 each Joey receiver $7.00 each You may also find our packages and pricing at [redacted] We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and it will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/10/12) */
October 2, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 30, 2015, we received your complaint, dated September 29, 2015,...
filed with the Revdex.com.
You maintain that the DISH Network debt reported to your credit file is not yours.
When we spoke, I advised you that as you are claiming that the DISH Network account is not yours, our only recourse to resolve this issue is through our ID theft procedures. Enclosed is a copy of our ID theft packet. In order to bring a resolution to this issue, please complete it and return it to our ID Theft Team.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[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]
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]
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]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 3, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August...
31, 2015, filed with the Revdex.com.
You said that you didn't get the Hopper system you ordered. You stated that because you didn't receive it, you are unable to use the Netflix promotion. You requested that we provide you with the Hopper.
When we spoke, I advised you that I reviewed your sales call recording, as we record all of our calls, and didn't find any evidence that you requested the Hopper nor was one offered to you. Nevertheless, I asked if you would still like a Hopper system installed. We went over your options, but you decided to keep the equipment that you have. In addition, I agreed to provide you with a $10.00 monthly credit for the next 12 months. Furthermore, I explained how you can stream Netflix with any device that can connect to it through the internet.
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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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 ###-###-####
December 21, 2017 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com. You said that the early termination fee was disclosed to you incorrectly and you only received video service, even though your order was for both video and internet service. You requested that the early termination fee be waived and to receive a refund for the $49.99 debited from your credit card account. When we spoke today, I informed you that your order was placed by an independent retailer, [redacted]. DISH Network only received the order for your video service. We apologize for this and the issue will be addressed. You confirmed that the payment of $49.99 was made to [redacted]--not DISH Network--and you are working with your financial institution to reverse the payment. Although your early termination fee is valid, I made an exception and waived it. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7214. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/12) */
May 11, 2015
Mr. [redacted] W. [redacted] Ct., [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the...
Revdex.com.
You said that DISH Network sent you a bill for service when you don't have an account. You requested a letter of apology and confirmation that you do not have an account nor owe any money.
When we spoke, I explained that I was able to locate an account with your address on it; however, the bills are not being sent in your name and therefore, you are not responsible for the account. We are in the process of updating the account's address and ask for your patience in getting this matter resolved.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need an apology with a statement saying stating I do not and have not had an account with dish network, or owe dish network any money.
Final Business Response /* (4000, 8, 2015/05/19) */
May 14, 2015
Mr. [redacted] W. [redacted] Ct., # **
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 14, 2015, we received your rebuttal, dated May 13, 2015, filed with the Revdex.com.
You said that you would like a statement stating that you do not and have not had an account with DISH Network nor do you owe us any money. You are also requesting an apology.
I can confirm that the account in question doesn't belong to you nor are you responsible for the bill. However, in order to determine whether or not you have ever had service with us and don't owe us any money, I would need to research our system with your Social Security Number to be able to confirm your request.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 1, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [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 21, 2016 Dear Ms. [redacted]: On October 19, 2016, we received your complaint, dated October 14, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that your...
equipment was upgraded because the initial equipment that was provided to you was not working. Our records show that your concerns were addressed through the Federal Communications Commission. Enclosed is a copy of my correspondence. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### Enclosure
May 25, 2016 Ms. [redacted] [redacted]
* Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 20, 2016, we received your complaint, dated May 18, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on May 20, 23 and 24, 2016, were unsuccessful; however, I left three messages. You maintain that you are not being billed the amount you agreed to. You also stated that your monthly bill has never been the same, and you placed your service on DISH Pause because it was too high. You would like your 24-month commitment waived. Your service was activated on August 5, 2015, with a 24-month commitment. Your promotion included a monthly introductory savings credit of $12.00 and an E-bill AutoPay monthly credit of $10.00 for 24 months. You also received the Protection Plan free for six months and three movie channels (HBO, Cinemax and Showtime) as well as the DISH Movie package free for three months. These promotional offers made your monthly rate $74.99 plus tax. Our records show that a sales confirmation email was sent to you at [redacted] on August 4, 2015. This email disclosed the terms and conditions of your service and detailed the promotional offers that were included. Your initial installation included only one receiver (Hopper). On September 2, 2015, a second receiver (Joey) was installed in your home to provide service on a second television. Since this was not requested during the original installation, you were charged a $10.00 technician visit fee. We also show that you purchased a surge protector for $29.99 during the installation. Both of these charges were reflected on your billing statement of $127.96 that generated on September 5, 2015. We received a payment of $127.96 on September 29, 2015. As a courtesy, a credit of $29.99 was applied to your account on September 13, 2015, for the surge protector. On September 14, 2015, your Hopper receiver was upgraded to a Hopper with Sling. You were again charged a $10.00 technician visit fee and we show that an HDMI cable ($19.99) and screen cleaner ($15.99) were purchased during the installation. These charges were reflected on the billing statement of $101.04 that generated on October 5, 2015. Two payments totaling $104.03 were received on October 29, 2015. These payments covered the monthly charges of $101.04 and a Pay-Per-View (PPV) that was ordered on October 14, 2015, for $2.99. E-Bill AutoPay was removed from your account on October 22, 2015. As a result, your monthly $10.00 credit was also removed, increasing your monthly rate to $84.99 plus tax. The promotional offer for the movie channels and DISH Movie package expired on November 4, 2015. Since the services were not removed from your account, you began to be billed the regular monthly charges of $45.00. These charges were reflected on your billing statement of $139.51 that generated on November 5, 2015. We received a payment of $139.51 on December 3, 2015. Please be advised that notification of the promotional offers and their expiration was provided on your billing statements and you were notified via email on October 14, 2015. The billing statement that generated on December 5, 2015, also reflected $139.51. A PPV of $6.99 was applied to your account on December 13, 2015. We also applied a $10.00 credit to your account on December 15, 2015, reducing your balance to $136.50. We received a payment of $136.50 on December 31, 2015. Since you re-enrolled in E-Bill AutoPay on December 5, 2015, the monthly promotional E-Bill AutoPay credit of $10.00 was reinstated and was reflected on the billing statement of $129.51 that generated on January 5, 2016. We received a payment for this amount on February 2, 2016. On January 14, 2016, the price of your programming package (America’s Top 250) was increased by $5.00. However, your introductory savings credit was increased from $12.00 to $15.00 to offset the price increase during your 24-month promotional period. The movie channels were also increased by $5.00. Because the promotional offer for the Protection Plan ended on February 4, 2016, and the service was not removed from your account, you began to be billed the regular service charge of $8.00. This made your monthly rate $139.99 plus tax. The billing statement of $149.50 that generated on February 5, 2016, reflected these changes, as well three PPV charges. Please be advised that two of the PPVs were offset with PPV coupons; therefore, you were only charged $6.99 for one of them. A payment of $149.50 was received on March 3, 2016. Your service was placed on DISH Pause on March 3, 2016. DISH Pause is $5.00 a month and can be used for up to nine months. DISH Pause will also extend your term commitment by the number of months the service is paused, and you will forfeit any promotional offers or credits being applied to your account. Two billing statements (-$5.09 on March 5, 2016 and 0.36 on April 5, 2016) generated while your service was on DISH Pause. DISH Pause was removed on April 28, 2016. At that time, your service was restarted with a monthly rate of $111.99 plus tax for the following services: · America’s Top 120 package ($64.99) · HBO and Cinemax ($25.00) · Joey receiver fee ($7.00) · DVR service fee ($12.00) The billing statement of $140.62 that generated on May 5, 2016, included the regular monthly rate plus prorated charges from April 28, 2016, through May 4, 2016. Enclosed are copies of your billing statements for your review. On May 16, 2016, you opted to removed HBO and Cinemax and the second receiver on your account. You also changed your package to the Welcome package ($19.99). A monthly $10.00 credit was also applied to your account on May 20, 2016, for ten months, reducing your monthly rate to $24.99 plus tax. Although the charges on your account are correct for the services that we provided, I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] Enclosure
Initial Business Response /* (1000, 5, 2015/09/25) */
September 10, 2015
Mr. [redacted]
[redacted] St.
Littleton, CO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 9, 2015, we received your complaint, dated September 8, 2015,...
filed with the Revdex.com.
You said that you are being charged an early termination fee for your TV service after you had the service for three years.
When we spoke I informed you that your contract was for 24 months; however, you paused your service from February 7, 2013, to November 9, 2013, and again from November 11, 2013, to July 18, 2014. Your contractual commitment is extended by the number of months your service is paused. I enclosed a copy of your contract and highlighted the Service of Suspension condition. We consider the early termination fee of $87.50 to be accurate.
You also said that you are being charged an early termination fee for your internet service and that no contract was ever signed.
I advised you that although there is no physical contract for the internet service, when it was installed you were required to agree to the terms and conditions of the internet agreement online before being able to use your internet. Nevertheless, as a courtesy, we have waived the $110.00 early termination fee for the internet service.
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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You said that you were advised that your DISH Network account would not be under a 24-month commitment but you found that it was. When we spoke, I advised you that I had waived the DISH’n It Up 24-month commitment associated with your account. 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 [redacted]
*
Initial Business Response /* (1000, 4, 2015/11/20) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015,...
filed with the Revdex.com.
You said that you were offered a rate of $49.99 with an upgrade that carries a two-year agreement, but the offer was not honored.
When we spoke, I advised you that I will honor the offer and ensure that your rate is $49.99 for 24 months.
We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting this response as they are honoring the original offer made to me.
Dear Mr. [redacted]: On February 2, 2016, we received your complaint, dated February 2, 2016, filed with the Revdex.com. You maintain that you disconnected your service in April 2014, but you continued to be billed on your credit card account. You would like the balance of $411.51 removed...
from your account. Our records reveal that when you contacted us on April 17, 2014, you agreed to place your service on DISH Pause. DISH Pause can be used for up to nine months and costs $5.00 a month; however, our representative waived the monthly DISH Pause fee. DISH Pause was removed on January 26, 2015, because the allowed time frame was exceeded. As a result, your previous service charges were reinstated. As you were enrolled in Credit Card AutoPay, the monthly service charges were debited from your credit card account. We do not show that you contacted us regarding this matter until October 16, 2015. At that time, your service was canceled. A total of $448.88 was returned via disputes from your financial institution and a refund provided by DISH Network. This resulted in a balance of $411.51 on your account since these funds had paid for services previously billed. When I spoke with you by phone today, I advised you that I removed the charges from your account, leaving a zero balance. I also requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####