January 11, 2018 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. and Mrs. [redacted]: On January 5, 2018, we received your correspondence, dated January 4, 2018, filed with the Revdex.com. You said that you returned the leased equipment and you disputed the unreturned equipment fees. You mentioned that a payment was debited from your credit card account without authorization and you said that your account was sent to collections. Our records reveal that you established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through I Dish Com LLC, an independent retailer. To receive this promotion, the customer must agree to a credit check and provide a credit card account for qualification. A review of your sales call revealed that Mrs. [redacted] established the account and used the credit card account ending in [redacted] for qualification. Full disclosure of the terms of the promotion were also provided and accepted. Under the DHA promotion, the customer authorizes DISH Network to collect payment for any early termination and/or unreturned equipment fees with the credit card account used to qualify. Your account was disconnected due to nonpayment on April 1, 2017. Because your service was disconnected prior to the promotional fulfillment date, you were billed $420.00 for an early termination fee. You were also billed $397.00 for unreturned equipment. A payment was collect on November 2, 2017, for the unreturned equipment. As a courtesy, the $49.00 LNBF (eyepiece of the dish) fee was removed from your account on November 9, 2017. Please note that we sent an email notification to [redacted] on June 15, 2017, notifying you of our intent to collect a payment for the unreturned equipment fees. When we spoke today, I informed you that I made an exception and removed the early termination fee from your account and I submitted a refund of $397.00. Please allow five business days for processing. I explained that we have no record that the leased equipment was returned to DISH Network and I asked you to provide me with proof of the return. You advised me that you do not have a return tracking number to verify the return. You also mentioned that your aunt was the person who returned the equipment. Once the equipment is returned, the unreturned equipment fees will be reversed. The current balance due for service rendered and the unreturned equipment fees is $578.00. I requested that the collection agency cease contact with you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: Did the business even read the complaint? The reply from the business appear completely irrelevant to the complaint. Yes, some one from Dish did call me during my work hours a few times. But I called atleast 5-6 times and left messages to schedule a time so that we can talk. No one ever answered back to that. The calls were made just for formality. My complaint is not about the two year contract I signed. Below is the conversation between me and the Dish customer care rep.[redacted]: Iam interested in the hindi mega pack. I currently have the hindi elite pack. [redacted] (ID: [redacted]): Hi [redacted]. [redacted] (ID: [redacted]): Thank you for chatting us about adding the package. [redacted] (ID: [redacted]): We'd love to process it for you [redacted] (ID: [redacted]): To better assist you with, can I have the phone number on file so that we could pull up your account? [redacted]: I see that hindi mega pack goes back to 55 dollars after 12 months [redacted] (ID: [redacted]): Let me check. [redacted]: If you can offer 24 for 24 monthsi would like that [redacted]: [redacted]5 [redacted] (ID: [redacted]): That offer is for new customer, [redacted]. [redacted] (ID: [redacted]): What we have is half the price of the package for 6 months. [redacted] (ID: [redacted]): For security purposes, would you please verify the 4 digit Security Code on the account? [redacted] (ID: [redacted]): Code reminder is "shunya". [redacted]: Not on chat [redacted]: 0000 [redacted] (ID: [redacted]): Thank you. [redacted] (ID: [redacted]): Like all customers, you received a new customer offer at the time of activation; while the specifics of the offers may change, the value of the offer stays relatively consistent. [redacted]: Alright [redacted] (ID: [redacted]): Would you like to add HINDI MEGA half the price? [redacted]: Definetly dont want to pay 55 per month [redacted] (ID: [redacted]): It would be half the price, [redacted]. [redacted]: For how long [redacted] (ID: [redacted]): It is good for 6 months. [redacted] (ID: [redacted]): After 6 months, you can contact us back and check if the promotion is still available to be added for the next 6 months. [redacted]: I have a yr contract with you [redacted] (ID: [redacted]): DISH provides existing customers with extra benefits every month with DISH Perks. [redacted] (ID: [redacted]): It will not affect the contract. [redacted]: I never received any [redacted] (ID: [redacted]): I would like to tell you about DISH Perks. It is an exclusive program that provides DISH customers a lot of extras at no additional cost. You can visit www.mydish.com/perks to see a lineup of the latest freebies. Many perks are available for your benefit. [redacted] (ID: [redacted]): The half the price is one of the perks you are qualified to have/. [redacted]: But then you start charging if I dont remove the freebie [redacted] (ID: [redacted]): Instead we have it to you at the full amount, we can give it to you 50% off. [redacted]: I have to spend hours on phone [redacted] (ID: [redacted]): So, you can contact us before the promotion end or on the 5th month. [redacted] (ID: [redacted]): You can contact us via chat to check. [redacted]: Look [redacted] (ID: [redacted]): I apologize for having issues reaching customer service department via phone. [redacted]: If you can give mega pack for my remaining contract I will upgrade or else I have to any ways pay another 10 dollars to other providers to get those extra channels [redacted] (ID: [redacted]): I can add Mega pack on the account, half the price [redacted]. [redacted] (ID: [redacted]): It is good for 6 months and that is the remaining months on your contract as well. [redacted]: For the remaining period of my contract? [redacted] (ID: [redacted]): Yes, as I have checked, you have been with us for 1 year and 6 months. [redacted]: What happens after 6 months? You automatically start billing me 55? [redacted] (ID: [redacted]): Yes, [redacted]. But you can contact us before it ends so that we can check if the promotion to add it for another 6 months half the price is still available. [redacted]: For 6months half? How much is that including taxes [redacted] (ID: [redacted]): Yes. [redacted] (ID: [redacted]): If we change to Mega Pack, your monthly bill will be $86.99 beofre tax. [redacted]: Its 55 now [redacted] (ID: [redacted]): Let me check. [redacted]: I guess you would removethe current elite pack [redacted] (ID: [redacted]): Yes, that is correct. [redacted]: My billshould only increase by 10 [redacted] (ID: [redacted]): Let me double check. [redacted]: Half of55 is 27.5 [redacted] (ID: [redacted]): Ohh yes, sorry. There is a credit of $22 on the account. [redacted] (ID: [redacted]): So it would be for $64.99 [redacted]: Ok [redacted] (ID: [redacted]): Would you like to add it now? [redacted]: So what day I will have to call back after 6 months [redacted] (ID: [redacted]): It would be on the 30th or 31st. [redacted]: Of? [redacted] (ID: [redacted]): 30th of June. [redacted] (ID: [redacted]): I mean MAY sorry [redacted] (ID: [redacted]): MAY 31st or 30th is the best timing. [redacted]: I will also need a confirmation email of this 65 dollar price gaurentee [redacted] (ID: [redacted]): You will be notified whatever changes happens on the account. [redacted]: When [redacted] (ID: [redacted]): Within 30 mins after the changes. [redacted]: Can you send it right away. In the past I had bad experience [redacted] (ID: [redacted]): It is system generated, [redacted]. [redacted] (ID: [redacted]): You can copy paste our conversation if you like., [redacted]: Atleast send me quote now [redacted] (ID: [redacted]): There is a $5.00 Programming Change fee per service charged any time you change services within 30 days of adding them.With the changes made today, your new monthly rate will be $64.99. Your bill that will be created on 01/01 will be slightly HIGHER as prorated CHARGES/CREDITS will apply on that statement in addition to the new monthly rate. [redacted]: What is this 5 dollar charge [redacted] (ID: [redacted]): It will only apply, if you remove the package within 30 days of adding it. [redacted]: Have you made the changes? [redacted] (ID: [redacted]): Yes, [redacted]. [redacted] (ID: [redacted]): It will take effect within 15 minutes. [redacted]: What re the c [redacted]: New channel numbers [redacted] (ID: [redacted]): Let me check. [redacted]: Is there a refernce number to this transaction.? [redacted] (ID: [redacted]): No, [redacted]. [redacted] (ID: [redacted]): Copy paste the conversation for your convinience. [redacted] (ID: [redacted]): Still checking for channels. [redacted] (ID: [redacted]): https://www.mydish.com/hindi After this, I have never received a 65$ Bill. Dish has charged me sometimes 75, sometimes $92.I had to call almost every month to ask the dish customer care rep to not over charge me. Several hours on phone.
Sincerely,
[redacted]
February 15, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 9, 2018, we received your correspondence, dated February 8, 2018, filed with the Revdex.com. You said you experienced technical issues with the service and you expressed concern that a technician visit was not offered prior to disconnection. You disputed the early termination fee. When I spoke with you today, I made an exception and reduced the early termination fee by half to $150.00. We ask that the remaining balance of $101.99 be paid. You accepted this resolution. We appreciate your feedback and your concerns 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
They worked with me and I'm grateful for their quickness to resolve my complaint.
Sincerely,
[redacted]
November 10, 2016 Dear Mr. [redacted]: On November 9, 2016, we received your complaint, dated November 3, 2016, filed with the Revdex.com. You said that your account was not closed on October 27, 2016, when you requested. Instead it was...
closed on November 3, 2016, and you would like a credit for the days you were charged for after October 27, 2016. When we spoke by phone, I informed you that our records reflect that you terminated the call on October 27, 2016, before our agent could provide you with the final legal disclosures. However, I agreed to apply a $29.54 credit to your account to honor the disconnection date of October 27, 2016. You advised me that you are satisfied with the resolution. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your correspondence, dated September...
24, 2015, filed with the Revdex.com.
You said you moved and you maintain that in July 2015, you were told that the early termination fee would be waived.
When we spoke today, I advised you that I reviewed your recorded call that took place on July 12, 2015, and found that you requested to downgrade the programming package. During the call you disputed the Protection Plan and a monthly $8.00 credit was applied for eleven months.
You called again on July 21, 2015, and informed our agent that you were moving and you requested to cancel the service. During this call you requested that the satellite equipment be removed from your home and a free technician visit was scheduled and completed on July 27, 2015.
When you called on August 17, 2015, you were advised that the equipment was returned and you were billed $160.00 for the early termination fee, as the service was disconnected prior to the promotional fulfillment date.
Under the Digital Home Advantage (DHA) promotion, the customer agrees to be bound to the agreement if their residence changes. I have enclosed a copy of your signed DHA agreement for your records.
Please note that our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customer. In your case, you received a free installation, free activation, and free and discounted programming.
Although we have no record that we agreed to waive the early termination fee, I made an exception and reduced the fee by $80.00. We ask that the balance of $71.63 be paid. You disagreed and requested your account records.
To receive a copy of your account records, you may submit a subpoena to DISH Network. Please address it to Subpoena Requests at PO Box 6655, Englewood, CO XXXXX.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
During my conversation with the DISH rep on July 21, 2015, there was a discussion that an early termination fee would be waived based on the fact that the new residence I was moving to is in a contractual agreement with a local service provider and does not extend cable and internet service to other service providers .
In regards to DISH's service agreement, Section 6 paragraph D states "In the event that your Services are cancelled or disconnected for any reason, then you still must pay all unbilled and outstanding billed balances.."
However, in Section 6 paragraph B it states "..Although you may cancel your Services at any time by notifying us at the telephone number set forth in Section 1, you may be subject to certain prices, fees and/or charges (including, without limitation, an Early Termination Fee) and you will continue to have obligations with respect to the return of Equipment and certain other obligations as set forth in this Agreement and your applicable Promotion Agreement(s)..."
In Section 6 Paragraph D it explicitly states that if services are cancelled "for any reason" the customer is obligated to pay all unbilled outstanding and billed balances which are separate from an early termination fee.
However, Section 6 Paragraph B does not explicitly state "for any reason". Instead it states that the customer "may be subject to to certain prices, fees and/or charges.." and therefore leaves room for interpretation. In other words, if the customer provides a valid reason for terminating services ( i.e death), the customer should not be subject to an early termination fee. Furthermore, DISH does not explicitly state what reasons are or are not valid and therefore again leaves room for interpretation by either party.
I, however, contend that I have a valid reason. As I stated in my original complaint, the apartment complex where I moved to already has a contractual agreement with a local cable company and does not allow for other service providers to transfer their services to the complex. I've attached an email from property management that verifies this.
Final Business Response /* (4000, 9, 2015/10/08) */
October 7, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 7, 2015, we received your rebuttal, dated October 6, 2015, filed with the Revdex.com.
You disputed our response and referred to the DISH Network Residential Agreement.
When we spoke today, I advised you that I emailed you a copy of your signed Digital Home Advantage (DHA) agreement to [redacted]@juno.com. You said you will review the document at your convenience.
Because your service was disconnected prior to the promotional fulfillment date, you were billed $160.00 for the early termination fee. An exception was previously made and half of the fee was removed, leaving a balance due of $71.63.
Although the early termination fee is valid, in the interest of resolving this matter, I removed the balance from your account.
As of October 7, 2015, your DISH Network account is at a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: dish network is reporting on my credit report that owe them 99.00 dollars. This whole issue has been really stressful. I would like dishnetwork to keep there word and remove this fraudulent account from all 3 credit agencies immediately. When you immediately report the removal of the fraudulent account. I wish to have a copy of the communication from dish network to the credit agencies e-mailed to me also. I would also like dish network work to provide a billing statement showing that this fraudulent account has a zero balance. The request may seem harsh but I have no trust for dish network because of them setting up the fraudulent account in my name, also they I have said in previous response to the Revdex.com that I owe them zero dollars. They have done nothing further than that. When I receive the above mentioned documents I will be able to say this complaint is resolved until then I can not.
Sincerely,
[redacted]
January 17, 2017 Dear Mr. [redacted]: On January 17, 2017, we received your complaint, dated January 16, 2017, filed with the Revdex.com. You stated that you contacted DISH Network and requested that your account be placed on pause. Your account was...
removed from pause and later disconnected. As a result, a $280.00 charge for your early termination fee was applied your spouse’s credit card account. You indicated that the charge was not authorized, and you requested a refund. In our email correspondence, I offered to waive the early termination fee, as a courtesy, because your signature was not electronically captured on your contract. I have issued a refund for the charge. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
July 8, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You expressed further concern with the check payments that you attempted to make on June 21 and 22, 2016. You also stated that you are receiving another service interruption message on your television screen. As previously advised, the check payments that you attempted to make for the balance of $76.09 on June 21 and 22, 2016, were declined. We are unable to confirm the reason your check payments were declined. Please contact your bank for additional information. Additionally, you are enrolled in our Flex 24 promotion, which is a pay-in-advance promotion. Your payment is required to be received on or before your monthly due date (21st of each month). As a courtesy, DISH Network will notify you of the required payment to avoid service interruption. 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]
[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
[redacted] Dear Ms. [redacted]: On February 4, 2016, we received your complaint, dated February 3, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 4, 5 and 8, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding being charged for a Service Plan for equipment you do not own. You asked that we provide the Service Plan at no cost. Because you lease your equipment from us, we will always replace it at no cost if it is found to be defective. However, if leased equipment needs to be shipped to a customer, there is a shipping fee of $15.00. Also our installations and technician visits carry a 60-day warranty. If a technician is needed outside of the warranty period, there is a fee of $95.00. When a customer subscribes to our Service Plan, they receive free shipping and the cost of a technician visit is reduced to $10.00. We are unable to provide the Service Plan to you at no cost. 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
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]
*
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, 2015/09/17) */
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]
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]
February 19, 2016 Mr. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com. You expressed concern with the sale of your internet and TV services. You said you were told you would receive internet from Cox Cable and TV from DISH Network, which did not happen. You disconnected your account and you requested that we waive your early termination fee. When we spoke, I said that I reviewed your sales call recording and I found that when you asked the agent if we offered internet service, he advised you it is unavailable in your area. He then offered you service with companies that do offer internet in your area. You were advised that Cox Cable offers internet at a speed of 15Mbps for $39.99 (I have enclosed a screenshot of Cox Cable’s website which shows that they offer the Essential package with 15Mbps for $39.99 a month). However, you told our agent that you are already with Cox Cable and that you are not interested in continuing their service. The agent then proceeded to offer you television service from DISH Network, which you agreed to. I informed you that we consider the balance of $490.00 to be accurate. However, I’m willing to reduce it to $100.00 in the interest of customer service. You declined my offer. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 9, 2015/09/25) */
September 15, 2015
Ms. [redacted]
[redacted] St.
Denver, CO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 14, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
You maintain that the DISH Network technician did not install the equipment in the specific rooms as you requested. You said you wanted the Hopper receiver installed in your bedroom and the [redacted] receiver in the other bedroom but when you asked for the installation to be corrected, your request was denied. You also indicated that when your TV service was installed, your phone no longer worked. You maintain that you were told that in order for your new internet service to work with your existing phone would require the installation of a second phone line at a cost of $99.00. You requested a technician remove the satellite dish from your roof and the DISH Network equipment from your home, the early termination fee to be waived and your account reduced to a zero balance.
When we spoke today, I pointed out that we offered to resolve the concerns you had with the service, but you refused our offer. Since we were not afforded the opportunity to address these issues, the early termination fee is valid; however, I waived the fee in the interest of reaching a resolution. Your account has been canceled and it at a zero balance. While we are able to dispatch a technician to remove the dish and retrieve the equipment, there is a cost of $145.00 for this service. You opted to have DISH Network send you boxes with prepaid labels for the return. I waived the cost associated with this option.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our employees. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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]
Complaint: [redacted]
I am rejecting this response because:I call Dish I was told that my bill will be around a $115.00 a month and I don't even have a movie channel. I have learned a lesson look at your bill don't just pay it.
Sincerely,
[redacted]
December 11, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####180
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
Your sister-in-law,...
Ms. [redacted], filed this correspondence on your behalf. You expressed concern with the customer service you received, and you disputed the termination fee due.
When I spoke with Ms. [redacted] today, I advised her that I made an exception and waived the early termination fee from your account.
We strive to provide excellent service and we regret that your experience was unfavorable. 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 ###-###-####.
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
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 11, 2018 Mr. and Mrs. [redacted] and [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. and Mrs. [redacted]: On January 5, 2018, we received your correspondence, dated January 4, 2018, filed with the Revdex.com. You said that you returned the leased equipment and you disputed the unreturned equipment fees. You mentioned that a payment was debited from your credit card account without authorization and you said that your account was sent to collections. Our records reveal that you established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through I Dish Com LLC, an independent retailer. To receive this promotion, the customer must agree to a credit check and provide a credit card account for qualification. A review of your sales call revealed that Mrs. [redacted] established the account and used the credit card account ending in [redacted] for qualification. Full disclosure of the terms of the promotion were also provided and accepted. Under the DHA promotion, the customer authorizes DISH Network to collect payment for any early termination and/or unreturned equipment fees with the credit card account used to qualify. Your account was disconnected due to nonpayment on April 1, 2017. Because your service was disconnected prior to the promotional fulfillment date, you were billed $420.00 for an early termination fee. You were also billed $397.00 for unreturned equipment. A payment was collect on November 2, 2017, for the unreturned equipment. As a courtesy, the $49.00 LNBF (eyepiece of the dish) fee was removed from your account on November 9, 2017. Please note that we sent an email notification to [redacted] on June 15, 2017, notifying you of our intent to collect a payment for the unreturned equipment fees. When we spoke today, I informed you that I made an exception and removed the early termination fee from your account and I submitted a refund of $397.00. Please allow five business days for processing. I explained that we have no record that the leased equipment was returned to DISH Network and I asked you to provide me with proof of the return. You advised me that you do not have a return tracking number to verify the return. You also mentioned that your aunt was the person who returned the equipment. Once the equipment is returned, the unreturned equipment fees will be reversed. The current balance due for service rendered and the unreturned equipment fees is $578.00. I requested that the collection agency cease contact with you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: Did the business even read the complaint? The reply from the business appear completely irrelevant to the complaint. Yes, some one from Dish did call me during my work hours a few times. But I called atleast 5-6 times and left messages to schedule a time so that we can talk. No one ever answered back to that. The calls were made just for formality. My complaint is not about the two year contract I signed. Below is the conversation between me and the Dish customer care rep.[redacted]: Iam interested in the hindi mega pack. I currently have the hindi elite pack. [redacted] (ID: [redacted]): Hi [redacted]. [redacted] (ID: [redacted]): Thank you for chatting us about adding the package. [redacted] (ID: [redacted]): We'd love to process it for you [redacted] (ID: [redacted]): To better assist you with, can I have the phone number on file so that we could pull up your account? [redacted]: I see that hindi mega pack goes back to 55 dollars after 12 months [redacted] (ID: [redacted]): Let me check. [redacted]: If you can offer 24 for 24 monthsi would like that [redacted]: [redacted]5 [redacted] (ID: [redacted]): That offer is for new customer, [redacted]. [redacted] (ID: [redacted]): What we have is half the price of the package for 6 months. [redacted] (ID: [redacted]): For security purposes, would you please verify the 4 digit Security Code on the account? [redacted] (ID: [redacted]): Code reminder is "shunya". [redacted]: Not on chat [redacted]: 0000 [redacted] (ID: [redacted]): Thank you. [redacted] (ID: [redacted]): Like all customers, you received a new customer offer at the time of activation; while the specifics of the offers may change, the value of the offer stays relatively consistent. [redacted]: Alright [redacted] (ID: [redacted]): Would you like to add HINDI MEGA half the price? [redacted]: Definetly dont want to pay 55 per month [redacted] (ID: [redacted]): It would be half the price, [redacted]. [redacted]: For how long [redacted] (ID: [redacted]): It is good for 6 months. [redacted] (ID: [redacted]): After 6 months, you can contact us back and check if the promotion is still available to be added for the next 6 months. [redacted]: I have a yr contract with you [redacted] (ID: [redacted]): DISH provides existing customers with extra benefits every month with DISH Perks. [redacted] (ID: [redacted]): It will not affect the contract. [redacted]: I never received any [redacted] (ID: [redacted]): I would like to tell you about DISH Perks. It is an exclusive program that provides DISH customers a lot of extras at no additional cost. You can visit www.mydish.com/perks to see a lineup of the latest freebies. Many perks are available for your benefit. [redacted] (ID: [redacted]): The half the price is one of the perks you are qualified to have/. [redacted]: But then you start charging if I dont remove the freebie [redacted] (ID: [redacted]): Instead we have it to you at the full amount, we can give it to you 50% off. [redacted]: I have to spend hours on phone [redacted] (ID: [redacted]): So, you can contact us before the promotion end or on the 5th month. [redacted] (ID: [redacted]): You can contact us via chat to check. [redacted]: Look [redacted] (ID: [redacted]): I apologize for having issues reaching customer service department via phone. [redacted]: If you can give mega pack for my remaining contract I will upgrade or else I have to any ways pay another 10 dollars to other providers to get those extra channels [redacted] (ID: [redacted]): I can add Mega pack on the account, half the price [redacted]. [redacted] (ID: [redacted]): It is good for 6 months and that is the remaining months on your contract as well. [redacted]: For the remaining period of my contract? [redacted] (ID: [redacted]): Yes, as I have checked, you have been with us for 1 year and 6 months. [redacted]: What happens after 6 months? You automatically start billing me 55? [redacted] (ID: [redacted]): Yes, [redacted]. But you can contact us before it ends so that we can check if the promotion to add it for another 6 months half the price is still available. [redacted]: For 6months half? How much is that including taxes [redacted] (ID: [redacted]): Yes. [redacted] (ID: [redacted]): If we change to Mega Pack, your monthly bill will be $86.99 beofre tax. [redacted]: Its 55 now [redacted] (ID: [redacted]): Let me check. [redacted]: I guess you would removethe current elite pack [redacted] (ID: [redacted]): Yes, that is correct. [redacted]: My billshould only increase by 10 [redacted] (ID: [redacted]): Let me double check. [redacted]: Half of55 is 27.5 [redacted] (ID: [redacted]): Ohh yes, sorry. There is a credit of $22 on the account. [redacted] (ID: [redacted]): So it would be for $64.99 [redacted]: Ok [redacted] (ID: [redacted]): Would you like to add it now? [redacted]: So what day I will have to call back after 6 months [redacted] (ID: [redacted]): It would be on the 30th or 31st. [redacted]: Of? [redacted] (ID: [redacted]): 30th of June. [redacted] (ID: [redacted]): I mean MAY sorry [redacted] (ID: [redacted]): MAY 31st or 30th is the best timing. [redacted]: I will also need a confirmation email of this 65 dollar price gaurentee [redacted] (ID: [redacted]): You will be notified whatever changes happens on the account. [redacted]: When [redacted] (ID: [redacted]): Within 30 mins after the changes. [redacted]: Can you send it right away. In the past I had bad experience [redacted] (ID: [redacted]): It is system generated, [redacted]. [redacted] (ID: [redacted]): You can copy paste our conversation if you like., [redacted]: Atleast send me quote now [redacted] (ID: [redacted]): There is a $5.00 Programming Change fee per service charged any time you change services within 30 days of adding them.With the changes made today, your new monthly rate will be $64.99. Your bill that will be created on 01/01 will be slightly HIGHER as prorated CHARGES/CREDITS will apply on that statement in addition to the new monthly rate. [redacted]: What is this 5 dollar charge [redacted] (ID: [redacted]): It will only apply, if you remove the package within 30 days of adding it. [redacted]: Have you made the changes? [redacted] (ID: [redacted]): Yes, [redacted]. [redacted] (ID: [redacted]): It will take effect within 15 minutes. [redacted]: What re the c [redacted]: New channel numbers [redacted] (ID: [redacted]): Let me check. [redacted]: Is there a refernce number to this transaction.? [redacted] (ID: [redacted]): No, [redacted]. [redacted] (ID: [redacted]): Copy paste the conversation for your convinience. [redacted] (ID: [redacted]): Still checking for channels. [redacted] (ID: [redacted]): https://www.mydish.com/hindi After this, I have never received a 65$ Bill. Dish has charged me sometimes 75, sometimes $92.I had to call almost every month to ask the dish customer care rep to not over charge me. Several hours on phone.
Sincerely,
[redacted]
February 15, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 9, 2018, we received your correspondence, dated February 8, 2018, filed with the Revdex.com. You said you experienced technical issues with the service and you expressed concern that a technician visit was not offered prior to disconnection. You disputed the early termination fee. When I spoke with you today, I made an exception and reduced the early termination fee by half to $150.00. We ask that the remaining balance of $101.99 be paid. You accepted this resolution. We appreciate your feedback and your concerns 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
They worked with me and I'm grateful for their quickness to resolve my complaint.
Sincerely,
[redacted]
November 10, 2016 Dear Mr. [redacted]: On November 9, 2016, we received your complaint, dated November 3, 2016, filed with the Revdex.com. You said that your account was not closed on October 27, 2016, when you requested. Instead it was...
closed on November 3, 2016, and you would like a credit for the days you were charged for after October 27, 2016. When we spoke by phone, I informed you that our records reflect that you terminated the call on October 27, 2016, before our agent could provide you with the final legal disclosures. However, I agreed to apply a $29.54 credit to your account to honor the disconnection date of October 27, 2016. You advised me that you are satisfied with the resolution. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your correspondence, dated September...
24, 2015, filed with the Revdex.com.
You said you moved and you maintain that in July 2015, you were told that the early termination fee would be waived.
When we spoke today, I advised you that I reviewed your recorded call that took place on July 12, 2015, and found that you requested to downgrade the programming package. During the call you disputed the Protection Plan and a monthly $8.00 credit was applied for eleven months.
You called again on July 21, 2015, and informed our agent that you were moving and you requested to cancel the service. During this call you requested that the satellite equipment be removed from your home and a free technician visit was scheduled and completed on July 27, 2015.
When you called on August 17, 2015, you were advised that the equipment was returned and you were billed $160.00 for the early termination fee, as the service was disconnected prior to the promotional fulfillment date.
Under the Digital Home Advantage (DHA) promotion, the customer agrees to be bound to the agreement if their residence changes. I have enclosed a copy of your signed DHA agreement for your records.
Please note that our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customer. In your case, you received a free installation, free activation, and free and discounted programming.
Although we have no record that we agreed to waive the early termination fee, I made an exception and reduced the fee by $80.00. We ask that the balance of $71.63 be paid. You disagreed and requested your account records.
To receive a copy of your account records, you may submit a subpoena to DISH Network. Please address it to Subpoena Requests at PO Box 6655, Englewood, CO XXXXX.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
During my conversation with the DISH rep on July 21, 2015, there was a discussion that an early termination fee would be waived based on the fact that the new residence I was moving to is in a contractual agreement with a local service provider and does not extend cable and internet service to other service providers .
In regards to DISH's service agreement, Section 6 paragraph D states "In the event that your Services are cancelled or disconnected for any reason, then you still must pay all unbilled and outstanding billed balances.."
However, in Section 6 paragraph B it states "..Although you may cancel your Services at any time by notifying us at the telephone number set forth in Section 1, you may be subject to certain prices, fees and/or charges (including, without limitation, an Early Termination Fee) and you will continue to have obligations with respect to the return of Equipment and certain other obligations as set forth in this Agreement and your applicable Promotion Agreement(s)..."
In Section 6 Paragraph D it explicitly states that if services are cancelled "for any reason" the customer is obligated to pay all unbilled outstanding and billed balances which are separate from an early termination fee.
However, Section 6 Paragraph B does not explicitly state "for any reason". Instead it states that the customer "may be subject to to certain prices, fees and/or charges.." and therefore leaves room for interpretation. In other words, if the customer provides a valid reason for terminating services ( i.e death), the customer should not be subject to an early termination fee. Furthermore, DISH does not explicitly state what reasons are or are not valid and therefore again leaves room for interpretation by either party.
I, however, contend that I have a valid reason. As I stated in my original complaint, the apartment complex where I moved to already has a contractual agreement with a local cable company and does not allow for other service providers to transfer their services to the complex. I've attached an email from property management that verifies this.
Final Business Response /* (4000, 9, 2015/10/08) */
October 7, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 7, 2015, we received your rebuttal, dated October 6, 2015, filed with the Revdex.com.
You disputed our response and referred to the DISH Network Residential Agreement.
When we spoke today, I advised you that I emailed you a copy of your signed Digital Home Advantage (DHA) agreement to [redacted]@juno.com. You said you will review the document at your convenience.
Because your service was disconnected prior to the promotional fulfillment date, you were billed $160.00 for the early termination fee. An exception was previously made and half of the fee was removed, leaving a balance due of $71.63.
Although the early termination fee is valid, in the interest of resolving this matter, I removed the balance from your account.
As of October 7, 2015, your DISH Network account is at a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: dish network is reporting on my credit report that owe them 99.00 dollars. This whole issue has been really stressful. I would like dishnetwork to keep there word and remove this fraudulent account from all 3 credit agencies immediately. When you immediately report the removal of the fraudulent account. I wish to have a copy of the communication from dish network to the credit agencies e-mailed to me also. I would also like dish network work to provide a billing statement showing that this fraudulent account has a zero balance. The request may seem harsh but I have no trust for dish network because of them setting up the fraudulent account in my name, also they I have said in previous response to the Revdex.com that I owe them zero dollars. They have done nothing further than that. When I receive the above mentioned documents I will be able to say this complaint is resolved until then I can not.
Sincerely,
[redacted]
January 17, 2017 Dear Mr. [redacted]: On January 17, 2017, we received your complaint, dated January 16, 2017, filed with the Revdex.com. You stated that you contacted DISH Network and requested that your account be placed on pause. Your account was...
removed from pause and later disconnected. As a result, a $280.00 charge for your early termination fee was applied your spouse’s credit card account. You indicated that the charge was not authorized, and you requested a refund. In our email correspondence, I offered to waive the early termination fee, as a courtesy, because your signature was not electronically captured on your contract. I have issued a refund for the charge. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
July 8, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You expressed further concern with the check payments that you attempted to make on June 21 and 22, 2016. You also stated that you are receiving another service interruption message on your television screen. As previously advised, the check payments that you attempted to make for the balance of $76.09 on June 21 and 22, 2016, were declined. We are unable to confirm the reason your check payments were declined. Please contact your bank for additional information. Additionally, you are enrolled in our Flex 24 promotion, which is a pay-in-advance promotion. Your payment is required to be received on or before your monthly due date (21st of each month). As a courtesy, DISH Network will notify you of the required payment to avoid service interruption. 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]
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
February 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 4, 2016, we received your complaint, dated February 3, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 4, 5 and 8, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding being charged for a Service Plan for equipment you do not own. You asked that we provide the Service Plan at no cost. Because you lease your equipment from us, we will always replace it at no cost if it is found to be defective. However, if leased equipment needs to be shipped to a customer, there is a shipping fee of $15.00. Also our installations and technician visits carry a 60-day warranty. If a technician is needed outside of the warranty period, there is a fee of $95.00. When a customer subscribes to our Service Plan, they receive free shipping and the cost of a technician visit is reduced to $10.00. We are unable to provide the Service Plan to you at no cost. 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
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]
*
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, 2015/09/17) */
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]
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]
February 19, 2016 Mr. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com. You expressed concern with the sale of your internet and TV services. You said you were told you would receive internet from Cox Cable and TV from DISH Network, which did not happen. You disconnected your account and you requested that we waive your early termination fee. When we spoke, I said that I reviewed your sales call recording and I found that when you asked the agent if we offered internet service, he advised you it is unavailable in your area. He then offered you service with companies that do offer internet in your area. You were advised that Cox Cable offers internet at a speed of 15Mbps for $39.99 (I have enclosed a screenshot of Cox Cable’s website which shows that they offer the Essential package with 15Mbps for $39.99 a month). However, you told our agent that you are already with Cox Cable and that you are not interested in continuing their service. The agent then proceeded to offer you television service from DISH Network, which you agreed to. I informed you that we consider the balance of $490.00 to be accurate. However, I’m willing to reduce it to $100.00 in the interest of customer service. You declined my offer. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 9, 2015/09/25) */
September 15, 2015
Ms. [redacted]
[redacted] St.
Denver, CO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 14, 2015, we received your complaint, dated September 11, 2015,...
filed with the Revdex.com.
You maintain that the DISH Network technician did not install the equipment in the specific rooms as you requested. You said you wanted the Hopper receiver installed in your bedroom and the [redacted] receiver in the other bedroom but when you asked for the installation to be corrected, your request was denied. You also indicated that when your TV service was installed, your phone no longer worked. You maintain that you were told that in order for your new internet service to work with your existing phone would require the installation of a second phone line at a cost of $99.00. You requested a technician remove the satellite dish from your roof and the DISH Network equipment from your home, the early termination fee to be waived and your account reduced to a zero balance.
When we spoke today, I pointed out that we offered to resolve the concerns you had with the service, but you refused our offer. Since we were not afforded the opportunity to address these issues, the early termination fee is valid; however, I waived the fee in the interest of reaching a resolution. Your account has been canceled and it at a zero balance. While we are able to dispatch a technician to remove the dish and retrieve the equipment, there is a cost of $145.00 for this service. You opted to have DISH Network send you boxes with prepaid labels for the return. I waived the cost associated with this option.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our employees. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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]
Complaint: [redacted]
I am rejecting this response because:I call Dish I was told that my bill will be around a $115.00 a month and I don't even have a movie channel. I have learned a lesson look at your bill don't just pay it.
Sincerely,
[redacted]
December 11, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####180
Dear Mr. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
Your sister-in-law,...
Ms. [redacted], filed this correspondence on your behalf. You expressed concern with the customer service you received, and you disputed the termination fee due.
When I spoke with Ms. [redacted] today, I advised her that I made an exception and waived the early termination fee from your account.
We strive to provide excellent service and we regret that your experience was unfavorable. 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 ###-###-####.
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
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]