October 10, 2016 Dear Mr. [redacted]: On October 4, 2016, we received your complaint, dated September 29, 2016, filed with the Revdex.com. You said that you were provided with incorrect information concerning the services you would receive. You were...
advised that DISH Network could not provide you with a second phone line so you requested to have your TV early termination fee waived. When we spoke I advised you that, due to the confusion concerning your phone service, I waived your early termination fee. I also waived your balance of $66.05 for service rendered and shipping. 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 ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 8, 2018 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs. [redacted]: On January 8, 2018, we received your rebuttal, dated January 2, 2018, filed with the Revdex.com. You maintain you have not received the $200.00 gift card. When we corresponded via email on January 5, 2018, you advised me that you had received the gift card. I enclosed a copy of this email for your records. 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/21) */
September 9, 2015
Ms. [redacted]
[redacted]
Duncanville, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]
On September 4, 2015, we received your complaint, dated September 3,...
2015, filed with the Revdex.com.
You disputed the early termination fee associated with your DISH Network account. You said that DISH Network used the splitter installed in your home so when you had [redacted] installed, they unhooked your DISH Network service.
When we spoke, I offered to have your DISH Network service reinstalled but you declined.
As I explained when we spoke, it is common for technicians to use the existing cables and other hardware already installed in your home to avoid drilling additional holes. They will install new cable if it is requested by the customer.
As you agreed to the terms of our 24-month commitment and the non-performance of those terms is out of our control, we are unable to waive your early termination fee.
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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In good faith I did call to try to make the payments (altho much against my belief and was told that they weren't set up for payments.)
So being that this is NOT of my doing and its easy to see that all my bills are paid on time, this will be one exception to my rule. I will NOT be paying for something that I did not instigate.
This is totally down to DISH and their installer.
I DO NOT ACCEPT THEIR RESPONSE
Final Business Response /* (4000, 9, 2015/10/01) */
September 24, 2015
Ms. [redacted]
[redacted]
Duncanville, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]
On September 24, 2015, we received your rebuttal, dated September 22, 2015, filed with the Revdex.com.
You said that you would not pay your balance because the disconnection of your DISH Network account was not your doing.
As we discussed previously, DISH Network offered twice to reinstall your service after a [redacted] technician unhooked it. You declined. Additionally, DISH Network had no control over your decision to reinstall [redacted] As such, we are unable to waive your early termination fee. However, as a courtesy, I applied a one-time $100.00 credit to your account in the interest of coming to a 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 17, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 17, 2017, we received your correspondence, dated February 16, 2017, filed with the Revdex.com. You said you are experiencing technical issues with the service and you expressed concern with the customer service you received. When we spoke today, I informed you that I scheduled a technician visit for February 19, 2017, between the hours of 10:00 am and 12:00 pm, to address the technical issues. I also requested that a Field Service Manager or a Lead Technician be assigned this visit. In addition, I waived your DISH’n It Up term commitment. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted]
[redacted]
[redacted]
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]
Complaint: 11032285
I am rejecting this response because: these charges were not authorized by me and I am not sure what more information is needed to be refunded. I provided the each charge amount $63.30, $120 and $1.00. Clearly something is wrong with three separate charges to an account. The money needs to be refunded asap.
Sincerely,
[redacted]
Initial Business Response /* ([redacted], **, [redacted]/**/**) */
May *, [redacted]
Mr. [redacted]., # [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April **, [redacted], we received your complaint, dated April **, [redacted], filed with...
the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted] on May *, * and *, [redacted]. There was no option to leave a message.
You maintain you specifically asked the sales representative if we carried the Yes channel and the Yankees games. Because we do not, you disconnected both the TV and internet service provided by DISH Network.
DISH Network charges a $**.** activation fee. This fee is waived if you commit to a **-month agreement. Your account was activated under the Digital Home Advantage (DHA) **-month agreement. A review of the sales call recording reveals that the Yes channel was not mentioned and there were no questions regarding the Yankees games. However, as an exception, I removed the $[redacted].** early termination fee and reinstated the $**.** activation fee. Your current balance due is $[redacted].**.
You also mentioned that the internet is too slow. We show no record of you reporting any issues with the internet service.
Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a **-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a **-day period.
Common causes of high usage include the following:
Downloading or streaming media (movies, TV, music video, conferencing)
Using download or streaming services (YouTube, HBO Go, etc.)
Unsecured wireless router
Smartphone/tablet using wireless connection
There are different reasons that the internet speed may decrease. It would depend on the time of day and local traffic as well as the actual usage location.
However, as an exception, I removed the $[redacted].** early termination fee for the internet service.
Please return the receivers, remotes, TRIA and modem to avoid unreturned equipment fees. Boxes for the return of the equipment are scheduled for delivery today under UPS tracking number *Z[redacted]. Please keep the return tracking numbers for your records.
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 *:** am to *:** pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
[redacted] Cherokee St.
Denver, CO [redacted]
[redacted]
[redacted] Dear Ms. [redacted]: On March 5, 2018, we received your complaint, dated March 3, 2018, filed with the Revdex.com. You said that the ownership of your DISH Network account was supposed to have been switched to the person renting your house. You disputed the balance associated with your account, and you requested to have the account removed from collections. When we spoke, I informed you our records do not reflect that a transfer of ownership was requested. Your account billing name was changed in July 2013, but, as I explained, an account transfer requires that the transferee qualify for their own account through a credit check. However, as I am unable to review the recorded calls for your account during that time, I made an exception and waived the $104.89 balance and requested that it be removed from collections. 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 (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
October 26, 2016 Dear Ms. [redacted]: On October 17, 2016, we received your complaint, dated October 13, 2016, filed with the Better Business...
Bureau. You indicated that DISH Network collected $220.00 from your brother’s credit card account for the early termination fee. You requested that the $220.00 be refunded to your brother’s account. When we spoke, I informed you that your agreement states that DISH Network is authorized to collect fees from the credit card account used to qualify for the service. I made an exception and issued a refund of $220.00 to the credit card account ending in [redacted]. Please allow seven to ten business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
Initial Business Response /* (1000, 4, 2015/04/28) */
April 27, 2015
Ms. [redacted]., Apt. **
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed...
with the Revdex.com.
You maintain you have yet to receive a box for the return of the leased equipment and you requested a refund.
When we spoke today, I explained that the leased equipment was removed from your account on April 23, 2015, as it is obsolete. We do not require that it be returned to DI*H Network.
I submitted a credit card refund of $82.14. Please allow five business days for processing.
We apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
*incerely,
[redacted]
Dispute Resolution *pecialist
Executive Escalations Team
DI*H Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm M*T
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee *t.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/10/29) */
October 28, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 23, 2015, we received your complaint, dated October 22, 2015, filed with...
the Revdex.com.
You expressed concern regarding being billed for a technician visit. You requested that the balance be waived and the information be removed from your credit bureau file.
A review of your account reveals that I addressed your concern and sent you a written response. Enclosed is a copy 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
April 10, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 3, 2015, we received your correspondence, dated March 6, 2015. My attempts to reach you by phone on April 8, 9 and 10, 2015, have been unsuccessful. I was not given the option to leave a voice message.
You said that your DISH Network account was closed because you refuse to pay the $50.00 fee you were charged to have a technician come to your home. You state that snow sliding from your roof caused the issue and that our technician should have put your satellite dish in a better location. You feel that your satellite was not placed in a proper location on your roof and because if this you won't make any further payments to DISH Network.
Weather related issues are out of our control. Our installation and tech visits carry a 60 day warranty and if you're out of the warranty period, there will be a charge if you would like our technician to go to your home.
When an installation takes place, our technician will find a location for the satellite dish that will ensure you receive the strongest signal possible. Therefore, we consider the balance of $180.67 to be accurate. I have enclosed a copy of your signed contract 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would expect that when the technicians install equipment they should know what they are doing. If the equipment is placed in a position that may cause the equipment to become damaged, they should let the customer know this and advise the customer that they might need something to protect the equipment.I was never told that I might need something to protect the dish. Perhaps this is Dish's intention, so they can charge customers for service calls? I also paid for protection on my contract that should have made my service call $19 not $50. The contract copy that was sent was not even for the correct address. Dish does not care anything for it's customers,and also doesn't seem to care about losing them.
Final Business Response /* (4000, 13, 2015/11/18) */
November 16, 2015
[redacted]
PO Box [redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your rebuttal, dated November 12, 2015, filed with the Revdex.com.
You stated that you will not pay your balance and you continue to dispute it.
While we truly appreciated your business, I am unable to apply further credits to your account. We consider the balance to be valid.
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]
Final Consumer Response /* (4200, 15, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not pay for services not rendered. I did not cancel the account, the company did.
Initial Business Response /* (1000, 6, 2015/10/06) */
September 29, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 25, 2015, we received your complaint, dated September 24, 2015,...
filed with the Revdex.com.
You said that you closed your account due to technical issues. You said that the early termination fee should be waived because you were not receiving the service you paid for.
When we spoke, I informed you that, after a review of your account, I only found that you called twice regarding technical issues. Your first call was on September 26, 2014, and this was regarding your remote control not operating your television. The second call took place on June 10, 2015, and this was regarding your receiver being frozen. I explained that both of these issues were equipment-related and not signal-related. I was unable to verify that you contacted us regarding signal loss.
I informed you that we consider the balance to be valid. However, I offered to cut the balance in half as a gesture of good faith, but you declined my offer.
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 /* (3000, 8, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They will not admit to the problem and are not documenting my calls. I called in May, June, and July regarding service issues. They replaced the receiver and it still did not work so it obviously was not an equipment issue. I should not have to pay a termination fee for a service I was not receiving.
Final Business Response /* (4000, 10, 2015/10/16) */
October 13, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your rebuttal, dated October 7, 2015, filed with the Revdex.com.
You said that your receiver was replaced and the problem still existed; therefore, it was not an equipment issue.
A review of your account reveals that your receiver was replaced because the start-up screen didn't go away. We replaced your receiver and didn't receive any further trouble calls from you. Also, when you spoke with the agent who closed your account, you advised them that you were closing your account because you were unable to afford the service.
We consider the balance to be valid, but my offer still stands.
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]
[redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You said that you were told you had to pay $73.67 on January 3, 2016, but after the payment was made you were advised that more money was due. When we spoke by phone, I explained that the amount due increased due to the fact that a $100.00 payment made on December 3, 2015, was returned. This resulted in your balance due being higher than the original quote. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] [redacted]
[redacted]
[redacted]
[redacted]
Final Consumer Response /* (2000, 7, 2015/09/02) */
From:
[redacted]
Sent:
Wednesday, September 02, XXXX X:XX AM
To:
[redacted]
Subject:
Complaint #XXXXXXXX, Dish Network
Dear Ms. [redacted]
Regarding our complaint,
#
Complaint ID#: XXXXXXXX, against Dish Network, we have...
received a phone call from Dish Network and we are
satisfied with the handling of our complaint. In light of this, we are removing our complaint against Dish and feel that our letter to
the Revdex.com was instrumental in the handling of this
situation. At this time, Dish Network has worked to satisfy our problems.
Thank you for taking the time to do whatever you need to do on your end to
remove our complaint.
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, 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]
February 23, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On February 18, 2016, we received your rebuttal, dated February 17, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 18, 19 and 23, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding DISH Anywhere not working on your laptop. You also said no one has offered to replace your equipment, even though you pay for our Protection Plan. We’re currently working on resolving the issue with DISH Anywhere on laptops. Please ensure that your computer meets the necessary requirements: Browser: Safari 7.0 or later; Firefox 33.0 or later; Google Chrome 38.0 or later on Windows, up to 38.0 on Mac; Internet Explorer 10.0 or later Network Bandwidth of 800 Kbps or better for SD, 4Mbps or better for HD Active DISH account and mydish.com Online ID Flash Player 11.0 or above If you are experiencing technical issues with your DISH Network equipment, please contact me directly so I can send you a replacement receiver. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted]
*
[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 ###-###-####
March 13, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear Ms. [redacted]: On March 9, 2017, we received your complaint, dated March 8, 2017, filed with the Revdex.com. You disputed the adult Pay-Per-View movies that were ordered and billed to your account. You requested that we remove the charges, as you said you didn’t order them. A review of your account reveals that all of the adult Pay-Per-View movies that were ordered were done so through your remote control. However, as a one-time courtesy, we reversed the charges. You sent me an email indicating that your issue has been resolved to your satisfaction. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted]
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 ###-###-####
October 10, 2016 Dear Mr. [redacted]: On October 4, 2016, we received your complaint, dated September 29, 2016, filed with the Revdex.com. You said that you were provided with incorrect information concerning the services you would receive. You were...
advised that DISH Network could not provide you with a second phone line so you requested to have your TV early termination fee waived. When we spoke I advised you that, due to the confusion concerning your phone service, I waived your early termination fee. I also waived your balance of $66.05 for service rendered and shipping. 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 ###-###-####. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 8, 2018 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs. [redacted]: On January 8, 2018, we received your rebuttal, dated January 2, 2018, filed with the Revdex.com. You maintain you have not received the $200.00 gift card. When we corresponded via email on January 5, 2018, you advised me that you had received the gift card. I enclosed a copy of this email for your records. 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/21) */
September 9, 2015
Ms. [redacted]
[redacted]
Duncanville, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]
On September 4, 2015, we received your complaint, dated September 3,...
2015, filed with the Revdex.com.
You disputed the early termination fee associated with your DISH Network account. You said that DISH Network used the splitter installed in your home so when you had [redacted] installed, they unhooked your DISH Network service.
When we spoke, I offered to have your DISH Network service reinstalled but you declined.
As I explained when we spoke, it is common for technicians to use the existing cables and other hardware already installed in your home to avoid drilling additional holes. They will install new cable if it is requested by the customer.
As you agreed to the terms of our 24-month commitment and the non-performance of those terms is out of our control, we are unable to waive your early termination fee.
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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In good faith I did call to try to make the payments (altho much against my belief and was told that they weren't set up for payments.)
So being that this is NOT of my doing and its easy to see that all my bills are paid on time, this will be one exception to my rule. I will NOT be paying for something that I did not instigate.
This is totally down to DISH and their installer.
I DO NOT ACCEPT THEIR RESPONSE
Final Business Response /* (4000, 9, 2015/10/01) */
September 24, 2015
Ms. [redacted]
[redacted]
Duncanville, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]
On September 24, 2015, we received your rebuttal, dated September 22, 2015, filed with the Revdex.com.
You said that you would not pay your balance because the disconnection of your DISH Network account was not your doing.
As we discussed previously, DISH Network offered twice to reinstall your service after a [redacted] technician unhooked it. You declined. Additionally, DISH Network had no control over your decision to reinstall [redacted] As such, we are unable to waive your early termination fee. However, as a courtesy, I applied a one-time $100.00 credit to your account in the interest of coming to a 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 17, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 17, 2017, we received your correspondence, dated February 16, 2017, filed with the Revdex.com. You said you are experiencing technical issues with the service and you expressed concern with the customer service you received. When we spoke today, I informed you that I scheduled a technician visit for February 19, 2017, between the hours of 10:00 am and 12:00 pm, to address the technical issues. I also requested that a Field Service Manager or a Lead Technician be assigned this visit. In addition, I waived your DISH’n It Up term commitment. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
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]
Complaint: 11032285
I am rejecting this response because: these charges were not authorized by me and I am not sure what more information is needed to be refunded. I provided the each charge amount $63.30, $120 and $1.00. Clearly something is wrong with three separate charges to an account. The money needs to be refunded asap.
Sincerely,
[redacted]
Initial Business Response /* ([redacted], **, [redacted]/**/**) */
May *, [redacted]
Mr. [redacted]., # [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April **, [redacted], we received your complaint, dated April **, [redacted], filed with...
the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted] on May *, * and *, [redacted]. There was no option to leave a message.
You maintain you specifically asked the sales representative if we carried the Yes channel and the Yankees games. Because we do not, you disconnected both the TV and internet service provided by DISH Network.
DISH Network charges a $**.** activation fee. This fee is waived if you commit to a **-month agreement. Your account was activated under the Digital Home Advantage (DHA) **-month agreement. A review of the sales call recording reveals that the Yes channel was not mentioned and there were no questions regarding the Yankees games. However, as an exception, I removed the $[redacted].** early termination fee and reinstated the $**.** activation fee. Your current balance due is $[redacted].**.
You also mentioned that the internet is too slow. We show no record of you reporting any issues with the internet service.
Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a **-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a **-day period.
Common causes of high usage include the following:
Downloading or streaming media (movies, TV, music video, conferencing)
Using download or streaming services (YouTube, HBO Go, etc.)
Unsecured wireless router
Smartphone/tablet using wireless connection
There are different reasons that the internet speed may decrease. It would depend on the time of day and local traffic as well as the actual usage location.
However, as an exception, I removed the $[redacted].** early termination fee for the internet service.
Please return the receivers, remotes, TRIA and modem to avoid unreturned equipment fees. Boxes for the return of the equipment are scheduled for delivery today under UPS tracking number *Z[redacted]. Please keep the return tracking numbers for your records.
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 *:** am to *:** pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
[redacted] Cherokee St.
Denver, CO [redacted]
[redacted]
March 8, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 5, 2018, we received your complaint, dated March 3, 2018, filed with the Revdex.com. You said that the ownership of your DISH Network account was supposed to have been switched to the person renting your house. You disputed the balance associated with your account, and you requested to have the account removed from collections. When we spoke, I informed you our records do not reflect that a transfer of ownership was requested. Your account billing name was changed in July 2013, but, as I explained, an account transfer requires that the transferee qualify for their own account through a credit check. However, as I am unable to review the recorded calls for your account during that time, I made an exception and waived the $104.89 balance and requested that it be removed from collections. 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 (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
October 26, 2016 Dear Ms. [redacted]: On October 17, 2016, we received your complaint, dated October 13, 2016, filed with the Better Business...
Bureau. You indicated that DISH Network collected $220.00 from your brother’s credit card account for the early termination fee. You requested that the $220.00 be refunded to your brother’s account. When we spoke, I informed you that your agreement states that DISH Network is authorized to collect fees from the credit card account used to qualify for the service. I made an exception and issued a refund of $220.00 to the credit card account ending in [redacted]. Please allow seven to ten business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
Initial Business Response /* (1000, 4, 2015/04/28) */
April 27, 2015
Ms. [redacted]., Apt. **
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed...
with the Revdex.com.
You maintain you have yet to receive a box for the return of the leased equipment and you requested a refund.
When we spoke today, I explained that the leased equipment was removed from your account on April 23, 2015, as it is obsolete. We do not require that it be returned to DI*H Network.
I submitted a credit card refund of $82.14. Please allow five business days for processing.
We apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
*incerely,
[redacted]
Dispute Resolution *pecialist
Executive Escalations Team
DI*H Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm M*T
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee *t.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/10/29) */
October 28, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 23, 2015, we received your complaint, dated October 22, 2015, filed with...
the Revdex.com.
You expressed concern regarding being billed for a technician visit. You requested that the balance be waived and the information be removed from your credit bureau file.
A review of your account reveals that I addressed your concern and sent you a written response. Enclosed is a copy 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
April 10, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 3, 2015, we received your correspondence, dated March 6, 2015. My attempts to reach you by phone on April 8, 9 and 10, 2015, have been unsuccessful. I was not given the option to leave a voice message.
You said that your DISH Network account was closed because you refuse to pay the $50.00 fee you were charged to have a technician come to your home. You state that snow sliding from your roof caused the issue and that our technician should have put your satellite dish in a better location. You feel that your satellite was not placed in a proper location on your roof and because if this you won't make any further payments to DISH Network.
Weather related issues are out of our control. Our installation and tech visits carry a 60 day warranty and if you're out of the warranty period, there will be a charge if you would like our technician to go to your home.
When an installation takes place, our technician will find a location for the satellite dish that will ensure you receive the strongest signal possible. Therefore, we consider the balance of $180.67 to be accurate. I have enclosed a copy of your signed contract 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would expect that when the technicians install equipment they should know what they are doing. If the equipment is placed in a position that may cause the equipment to become damaged, they should let the customer know this and advise the customer that they might need something to protect the equipment.I was never told that I might need something to protect the dish. Perhaps this is Dish's intention, so they can charge customers for service calls? I also paid for protection on my contract that should have made my service call $19 not $50. The contract copy that was sent was not even for the correct address. Dish does not care anything for it's customers,and also doesn't seem to care about losing them.
Final Business Response /* (4000, 13, 2015/11/18) */
November 16, 2015
[redacted]
PO Box [redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your rebuttal, dated November 12, 2015, filed with the Revdex.com.
You stated that you will not pay your balance and you continue to dispute it.
While we truly appreciated your business, I am unable to apply further credits to your account. We consider the balance to be valid.
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]
Final Consumer Response /* (4200, 15, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not pay for services not rendered. I did not cancel the account, the company did.
Initial Business Response /* (1000, 6, 2015/10/06) */
September 29, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 25, 2015, we received your complaint, dated September 24, 2015,...
filed with the Revdex.com.
You said that you closed your account due to technical issues. You said that the early termination fee should be waived because you were not receiving the service you paid for.
When we spoke, I informed you that, after a review of your account, I only found that you called twice regarding technical issues. Your first call was on September 26, 2014, and this was regarding your remote control not operating your television. The second call took place on June 10, 2015, and this was regarding your receiver being frozen. I explained that both of these issues were equipment-related and not signal-related. I was unable to verify that you contacted us regarding signal loss.
I informed you that we consider the balance to be valid. However, I offered to cut the balance in half as a gesture of good faith, but you declined my offer.
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 /* (3000, 8, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They will not admit to the problem and are not documenting my calls. I called in May, June, and July regarding service issues. They replaced the receiver and it still did not work so it obviously was not an equipment issue. I should not have to pay a termination fee for a service I was not receiving.
Final Business Response /* (4000, 10, 2015/10/16) */
October 13, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your rebuttal, dated October 7, 2015, filed with the Revdex.com.
You said that your receiver was replaced and the problem still existed; therefore, it was not an equipment issue.
A review of your account reveals that your receiver was replaced because the start-up screen didn't go away. We replaced your receiver and didn't receive any further trouble calls from you. Also, when you spoke with the agent who closed your account, you advised them that you were closing your account because you were unable to afford the service.
We consider the balance to be valid, but my offer still stands.
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]
[redacted]
*
*
*
[redacted]
*
[redacted] [redacted]
...
[redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You said that you were told you had to pay $73.67 on January 3, 2016, but after the payment was made you were advised that more money was due. When we spoke by phone, I explained that the amount due increased due to the fact that a $100.00 payment made on December 3, 2015, was returned. This resulted in your balance due being higher than the original quote. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] [redacted]
[redacted]
[redacted]
[redacted]
Final Consumer Response /* (2000, 7, 2015/09/02) */
From:
[redacted]
Sent:
Wednesday, September 02, XXXX X:XX AM
To:
[redacted]
Subject:
Complaint #XXXXXXXX, Dish Network
Dear Ms. [redacted]
Regarding our complaint,
#
Complaint ID#: XXXXXXXX, against Dish Network, we have...
received a phone call from Dish Network and we are
satisfied with the handling of our complaint. In light of this, we are removing our complaint against Dish and feel that our letter to
the Revdex.com was instrumental in the handling of this
situation. At this time, Dish Network has worked to satisfy our problems.
Thank you for taking the time to do whatever you need to do on your end to
remove our complaint.
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, 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]
February 23, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On February 18, 2016, we received your rebuttal, dated February 17, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 18, 19 and 23, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding DISH Anywhere not working on your laptop. You also said no one has offered to replace your equipment, even though you pay for our Protection Plan. We’re currently working on resolving the issue with DISH Anywhere on laptops. Please ensure that your computer meets the necessary requirements: Browser: Safari 7.0 or later; Firefox 33.0 or later; Google Chrome 38.0 or later on Windows, up to 38.0 on Mac; Internet Explorer 10.0 or later Network Bandwidth of 800 Kbps or better for SD, 4Mbps or better for HD Active DISH account and mydish.com Online ID Flash Player 11.0 or above If you are experiencing technical issues with your DISH Network equipment, please contact me directly so I can send you a replacement receiver. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted]
*
[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 ###-###-####
March 13, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear Ms. [redacted]: On March 9, 2017, we received your complaint, dated March 8, 2017, filed with the Revdex.com. You disputed the adult Pay-Per-View movies that were ordered and billed to your account. You requested that we remove the charges, as you said you didn’t order them. A review of your account reveals that all of the adult Pay-Per-View movies that were ordered were done so through your remote control. However, as a one-time courtesy, we reversed the charges. You sent me an email indicating that your issue has been resolved to your satisfaction. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
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 ###-###-####