[redacted] Dear Ms. [redacted]: On March 15, 2016, we received your correspondence, dated March 12, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you provided bank account information for Credit Card AutoPay. This information was captured incorrectly, causing your payment to be returned. As a result, your service was interrupted and you lost your 3-Year Price Lock offer. The matter was corrected and your service was restored; however, your discount was only restored to 12 months. You requested that the full three-year offer be restored. When we spoke today, I agreed to extend the credits you are currently receiving so you will receive your discount for the full three years. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
June 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your correspondence, dated June 19, 2015, filed with the...
Revdex.com.
You maintain that you were unaware of the term commitment and you disputed the early termination fee.
I attempted to reach you at (XXX) XXX-XXXX on June 23, 24 and 30, 2015. I left two voice messages. On one occasion a gentleman answered and advised me that this phone number does not belong to you. This contact number is listed on your correspondence and your DISH Network account.
A review of your account shows that you participated in the DISH'n It Up equipment upgrade with a 24-month commitment on January 1, 2015. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $190.00 was applied.
I made an exception and reversed the early termination fee from your account. To avoid unreturned equipment fees, we ask that the leased receiver and remote control be returned to DISH Network. A return box with label was delivered to your home by UPS on June 15, 2015. As a courtesy, I waived the return shipping fee of $10.00.
A refund of $35.27 was also submitted for the credit amount for service. Please allow three weeks for processing.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 23, 2017 Mr. and Mrs. [redacted] and [redacted]
[redacted] [redacted]
...
[redacted] Dear Mr. and Mrs. [redacted] On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 17, 18 and 23, 2017, and I left three messages. I also emailed you at [redacted] with a request to contact me. You expressed concern that you are experiencing technical issues between your Hopper 3 and your external hard drive, and it has not been corrected. You requested more than $5.00 a month in compensation. Our records reveal that our engineers are currently working on this issue. A software update to resolve this issue is scheduled to be released sometime in February 2017. Although the $5.00 credit that you were provided for three months expired on your January 8, 2017, billing statement, you were provided with a one-time credit of $10.00 for the month of January 2017, and this credit will be reflected on your February 8, 2017, billing statement. No further compensation is due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...September 7, 2016 Dear Ms. [redacted]: On August 31, 2016, we received your complaint, dated August 30, 2016, filed with the Revdex.com. You said that you only received six months of service due to ongoing technical issues. You disconnected...
your account and you disputed $100.00 worth of payments. However, you are now being contacted by our collections agency regarding the balance due. You asked that we waive the balance and remove your account from our collection agency. A review of your account reveals that you spoke with Ms. Megan Frost today, an Executive Escalations Specialist. You agreed to make a $50.00 payment and she agreed to waive the remaining balance. Your account will be removed from our collection agency within 24 hours. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Initial Business Response /* (1000, 4, 2015/11/20) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015,...
filed with the Revdex.com.
You said that you were offered a rate of $49.99 with an upgrade that carries a two-year agreement, but the offer was not honored.
When we spoke, I advised you that I will honor the offer and ensure that your rate is $49.99 for 24 months.
We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting this response as they are honoring the original offer made to me.
January 5, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On December 29, 2017, we received your correspondence, dated December 28, 2017, filed with the Revdex.com. You said that you pay for service annually and you indicated that you have been receiving monthly bills for the last three months. You requested that your bill be corrected. Our records reveal that you enrolled in the Preferred Customer Offer with a 24-month commitment and eBill AutoPay. This offer provides a $15.00 discount for the core programming of the America’s Top 120+ package at $49.99. You also subscribe to the local channels and the DVR service. Your monthly billing rate with tax is $66.71. On December 29, 2017, a one-time credit of $60.00 was applied to your account and one late fee was reversed. On this same date, you made a payment of $825.09. When we spoke today, you confirmed that your billing issues were resolved. I explained that we do not offer an annual billing option. While you can pay for service in advance, the payment might not cover any programming changes that may occur during the year. We appreciate your feedback and your concerns will be reviewed internally. 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 (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]
September 29, 2016 Dear Mr. [redacted]: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You expressed concern regarding mail you are receiving from DISH Network and request that we remove your address from...
our system. When we spoke I told you that I have added your address to our Do Not Mail list which can take eight weeks to go into effect. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Dear Ms. [redacted]: On January 30, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You said you are experiencing technical issues with the Hopper equipment due to the software update. You expressed concern with the cost of a technician visit and the monthly fee for the DISH Protect Silver. You disputed the early termination fee and requested a free equipment upgrade. In addition, you provided feedback regarding your customer service experience. When we spoke today, you advised me that your concerns were resolved. Our records reveal that an installation for the DISH’n It Up (DIU) equipment upgrade for the Hopper w/Sling and two new Joey receivers was completed on February 2, 2018, at no cost and with no additional term commitment. However, when you enrolled in the Preferred Customer Offer with a price guarantee for 24 months on April 15, 2017, you agreed to a 24-month term commitment. This promotion will be fulfilled on April 14, 2019. Please note that we offer technician visits at no cost up to 60 days from the original installation date. If a technician visit is required after this time, the cost starts at $95.00. However, we offer the DISH Protect Silver at $8.99 per month, which reduces the technician visit fee to $10.00. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 (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]
[redacted] Dear Ms. [redacted]: On April 20, 2016, we received your complaint, dated April 19, 2016, filed with the Revdex.com. You said that your DISH Network billing is incorrect, and you requested to have your early termination fee waived. When we spoke, you maintained that you spoke with a DISH Network agent on March 12, 2016, who advised you that you would receive a credit of $16.41, and to pay only $80.58 toward your January 15, 2016, $96.99 balance. As I noted during our call, that payment was received on February 17, 2016, but it was due on January 30, 2016. I reviewed the calls associated with your account and found that you contacted us on February 13, 2016. During that call you removed Starz and the Protection Plan and downgraded your programming package from the America’s Top 120 to DISH America. After these changes, your balance was $80.58 and you remitted payment for that amount on February 17, 2016. However, as that payment was late, your next bill generated on February 15, 2016, with a balance of $152.05. After your $80.58 payment was applied, a balance of $71.47 remained. On March 1, 2016, we received a payment of $55.06, leaving a balance of $16.41. As no further payments were received, your account was interrupted on March 26, 2016, and disconnected due to non-payment on April 25, 2016. Please note that we received no calls on March 12, 2016, nor was your account accessed on that date. I reviewed your account notes and calls and found no offers for additional credits except prorated credits that result from programming changes. As our records indicate that your billing was correct, and as I was unable to locate any instances of misinformation, we are unable to waive your $249.98 balance which includes your $200.00 early termination fee. 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]
Although Mr. [redacted] response makes no sense - I received a check on January 13th. So I will consider this matter settled.
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.
Sincerely,
[redacted]
October 21, 2016 Dear Ms. [redacted]: On October 19, 2016, we received your complaint, dated October 14, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that your...
equipment was upgraded because the initial equipment that was provided to you was not working. Our records show that your concerns were addressed through the Federal Communications Commission. Enclosed is a copy of my correspondence. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### Enclosure
Complaint: [redacted]
I am rejecting this response because:The problems were not solved satisfactorily and I spent hours on the phone with people I could not understand. I emailed Dish immediately when after one day we knew we would not be able to use the system as it was just too complicated. Customer Service when I did talk to them were very condescending and refused to let me cancel our contract, even though it was only a couple of days of service that we had with Dish. It was so frustrating when my husband would change the channels on his t.v., but my t.v. in a different room would also change to whatever channel he was watching and would not stay on my channel. Customer Service refused to accept what I was saying was really happening and my husband was so upset, after just a few hours, went around and disconnected all the t.v.'s from their outlets on the walls. When I called and tried to cancel service they refused to let me do so, saying we were using the remotes incorrectly. Well, there's only so many ways you can use a remote and sending different remotes was not a satisfactory answer to the numerous problems we were having. The response I received from the "special agent" [redacted] was just as insulting as Customer Service had been. He refused to acknowledge the complaints I had, interrupting and talking over me, accusing me of lying in my initial report to the Revdex.com. I know what happened with the service, there was Dish software installed on my computer because I noticed my computer was slower and then I saw three different Dish programs installed. [redacted] accused me of lying, saying they "never use any computer equipment." Well I saw it with my own eyes. [redacted]'s justification for charging us over $500 was because Dish had to pay the technician to come out and install the equipment, even though they got all the equipment back. I said repeatedly we only had Dish service for a couple of days when we knew it was too complicated for us. He refused to acknowledge this and insisted we would have to pay the bill which is over $500, as they had already paid the technician. I cannot believe Dish has such horrible customer service when customers can't work their equipment. I found several reviews online after the fact, saying the same thing, other people had found that the service was too complicated and tried to cancel their service but Dish wouldn't let them, and that Dish has numerous complaints and a terrible reputation for bad customer service. I wish I had read those reviews before we ever signed up with them. We are old and on a fixed income and this is a terrible hardship for us.
Sincerely,
[redacted]
[redacted] Dear Mrs. [redacted]: On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com. You said that the early termination fee was disclosed to you incorrectly and you only received video service, even though your order was for both video and internet service. You requested that the early termination fee be waived and to receive a refund for the $49.99 debited from your credit card account. When we spoke today, I informed you that your order was placed by an independent retailer, [redacted]. DISH Network only received the order for your video service. We apologize for this and the issue will be addressed. You confirmed that the payment of $49.99 was made to [redacted]--not DISH Network--and you are working with your financial institution to reverse the payment. Although your early termination fee is valid, I made an exception and waived it. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7214. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
July 22, 2016 Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com. You expressed concern about the level of customer service you received. I attempted to reach you at [redacted]...
[redacted] on July 20, 21 and 22, 2016. Unfortunately, we were unable to speak directly. As I advised you in my last voicemail, I reviewed your calls from July 10, 2016, to July 13, 2016. I found that the initial technical support agent you spoke with advised you that your receiver needed to be replaced. He provided you with the correct procedure, which is: DISH Network will ship you a replacement receiver with instructions on activating it and you ship back the faulty receiver. As you declined to plug the replacement receiver in yourself and requested a technician, you were provided with the available days and times for a technician visit. As you indicated that the times that were provided would not work for you, the agent advised you that they would schedule you for a technician visit on Wednesday, July 13, 2016, but they would request that your appointment be moved forward to July 11, 2016. However, the agent also stated to you that she could not guarantee that the appointment would be moved. She advised you that if we were able to move your appointment forward to the 11th, you would be contacted. As we were not able to reschedule your appointment for July 11th, you received no follow-up call. As you indicated that you did not receive service while the receiver was shipped to you, a time-without-service credit of $51.55 was applied to your account. We sincerely regret that the service you received did not meet your expectations. Your feedback will be used to improve our agents’ interactions with our customers. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted] Dear Ms. [redacted]: On January 11, 2018, we received your correspondence, dated January 10, 2018, filed with the Revdex.com. There was no written concern listed on your correspondence or attachments for review. When we spoke today, you disputed the early termination fee. You said that you ordered a bundle service for TV and interment. However, the internet service was not installed, so you decided to cancel the TV service. I explained that while we offer a bundle billing option for TV and internet, these services carry separate 24-monht commitments. Because you chose to cancel the services, you were billed $240.00 and $480.00 for the dishNET internet and Digital Home Advantage (DHA) TV early termination fees, respectively. Our records reveal that the early termination fee for the internet service was removed from your account on December 14, 2017. I made an exception and removed the DHA TV early termination fee as well. When you enrolled in Credit Card AutoPay, you authorized DISH Network to collect the full balance due every month. The payment of $520.87 was collected on December 29, 2017. We received a payment dispute from your bank on January 8, 2018, and the funds were returned. However, on January 15, 2018, your bank returned the funds to DISH Network. As a result, I submitted a refund of $505.60. Please allow five business days for processing. This is for the DHA TV early termination fee and two $12.00 equipment return fees. Please note that the $15.27 is for service rendered. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (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]
November 17, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Ms. [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on November 15, 16 and 17, 2017, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the debit of $400.00 that was applied to your credit card account. You indicated that you only authorized your credit card account to be used for payments on your sister’s DISH Network account. You requested a refund. Your credit card account was provided as the qualifying credit card on your sister’s DISH Network account. As a result, the card will be automatically debited for any promotional fees including the early termination, unreturned equipment and/or shipping fees. A review of the sales call found that you agreed to be listed as a joint account holder. You were told that as a joint account holder, you would be charged for any early termination fees or any unreturned equipment fees in the event the account holder would not be able to fulfill the contractual agreement. Nevertheless, I made an exception and removed the early termination fee and submitted a refund of $400.00 to your credit card account. Please allow three to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/06/03) */
May 29, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 27, 2015, we received your complaint, dated May 26, 2015, filed with the Better...
Business Bureau.
My attempts to reach you by phone on May 27, 28 and 29, 2015, have been unsuccessful; however, I left a voice message on each attempt.
You expressed concern regarding paying more for your package than a new customer would. You asked that your rate be discounted.
You were provided with a one-year discount as advertised. You were advised that after your first year you would be subject to our normal rates. The advertisement you provided reflects new customer offers which are not available for existing customers. Your request is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
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]
May 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com. You expressed concern regarding a technical issue you experienced with your DVR. You said that you disconnected your service because of it. You requested that we waive the early termination fee applied to your account and provide you with a refund of the DVR fee you paid. When we spoke, I told you that although I am unable to meet your request for a refund, I will waive the early termination fee. You informed me that you are satisfied with the resolution and I provided you with your final account balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
March 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 15, 2016, we received your correspondence, dated March 12, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you provided bank account information for Credit Card AutoPay. This information was captured incorrectly, causing your payment to be returned. As a result, your service was interrupted and you lost your 3-Year Price Lock offer. The matter was corrected and your service was restored; however, your discount was only restored to 12 months. You requested that the full three-year offer be restored. When we spoke today, I agreed to extend the credits you are currently receiving so you will receive your discount for the full three years. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
June 30, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your correspondence, dated June 19, 2015, filed with the...
Revdex.com.
You maintain that you were unaware of the term commitment and you disputed the early termination fee.
I attempted to reach you at (XXX) XXX-XXXX on June 23, 24 and 30, 2015. I left two voice messages. On one occasion a gentleman answered and advised me that this phone number does not belong to you. This contact number is listed on your correspondence and your DISH Network account.
A review of your account shows that you participated in the DISH'n It Up equipment upgrade with a 24-month commitment on January 1, 2015. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $190.00 was applied.
I made an exception and reversed the early termination fee from your account. To avoid unreturned equipment fees, we ask that the leased receiver and remote control be returned to DISH Network. A return box with label was delivered to your home by UPS on June 15, 2015. As a courtesy, I waived the return shipping fee of $10.00.
A refund of $35.27 was also submitted for the credit amount for service. Please allow three weeks for processing.
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 23, 2017 Mr. and Mrs. [redacted] and [redacted]
[redacted] [redacted]
...
[redacted] Dear Mr. and Mrs. [redacted] On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 17, 18 and 23, 2017, and I left three messages. I also emailed you at [redacted] with a request to contact me. You expressed concern that you are experiencing technical issues between your Hopper 3 and your external hard drive, and it has not been corrected. You requested more than $5.00 a month in compensation. Our records reveal that our engineers are currently working on this issue. A software update to resolve this issue is scheduled to be released sometime in February 2017. Although the $5.00 credit that you were provided for three months expired on your January 8, 2017, billing statement, you were provided with a one-time credit of $10.00 for the month of January 2017, and this credit will be reflected on your February 8, 2017, billing statement. No further compensation is due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...September 7, 2016 Dear Ms. [redacted]: On August 31, 2016, we received your complaint, dated August 30, 2016, filed with the Revdex.com. You said that you only received six months of service due to ongoing technical issues. You disconnected...
your account and you disputed $100.00 worth of payments. However, you are now being contacted by our collections agency regarding the balance due. You asked that we waive the balance and remove your account from our collection agency. A review of your account reveals that you spoke with Ms. Megan Frost today, an Executive Escalations Specialist. You agreed to make a $50.00 payment and she agreed to waive the remaining balance. Your account will be removed from our collection agency within 24 hours. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Initial Business Response /* (1000, 4, 2015/11/20) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 16, 2015, we received your complaint, dated November 13, 2015,...
filed with the Revdex.com.
You said that you were offered a rate of $49.99 with an upgrade that carries a two-year agreement, but the offer was not honored.
When we spoke, I advised you that I will honor the offer and ensure that your rate is $49.99 for 24 months.
We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting this response as they are honoring the original offer made to me.
January 5, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On December 29, 2017, we received your correspondence, dated December 28, 2017, filed with the Revdex.com. You said that you pay for service annually and you indicated that you have been receiving monthly bills for the last three months. You requested that your bill be corrected. Our records reveal that you enrolled in the Preferred Customer Offer with a 24-month commitment and eBill AutoPay. This offer provides a $15.00 discount for the core programming of the America’s Top 120+ package at $49.99. You also subscribe to the local channels and the DVR service. Your monthly billing rate with tax is $66.71. On December 29, 2017, a one-time credit of $60.00 was applied to your account and one late fee was reversed. On this same date, you made a payment of $825.09. When we spoke today, you confirmed that your billing issues were resolved. I explained that we do not offer an annual billing option. While you can pay for service in advance, the payment might not cover any programming changes that may occur during the year. We appreciate your feedback and your concerns will be reviewed internally. 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 (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]
September 29, 2016 Dear Mr. [redacted]: On September 26, 2016, we received your complaint, dated September 23, 2016, filed with the Revdex.com. You expressed concern regarding mail you are receiving from DISH Network and request that we remove your address from...
our system. When we spoke I told you that I have added your address to our Do Not Mail list which can take eight weeks to go into effect. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
February 12, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 30, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You said you are experiencing technical issues with the Hopper equipment due to the software update. You expressed concern with the cost of a technician visit and the monthly fee for the DISH Protect Silver. You disputed the early termination fee and requested a free equipment upgrade. In addition, you provided feedback regarding your customer service experience. When we spoke today, you advised me that your concerns were resolved. Our records reveal that an installation for the DISH’n It Up (DIU) equipment upgrade for the Hopper w/Sling and two new Joey receivers was completed on February 2, 2018, at no cost and with no additional term commitment. However, when you enrolled in the Preferred Customer Offer with a price guarantee for 24 months on April 15, 2017, you agreed to a 24-month term commitment. This promotion will be fulfilled on April 14, 2019. Please note that we offer technician visits at no cost up to 60 days from the original installation date. If a technician visit is required after this time, the cost starts at $95.00. However, we offer the DISH Protect Silver at $8.99 per month, which reduces the technician visit fee to $10.00. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 (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]
April 26, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 20, 2016, we received your complaint, dated April 19, 2016, filed with the Revdex.com. You said that your DISH Network billing is incorrect, and you requested to have your early termination fee waived. When we spoke, you maintained that you spoke with a DISH Network agent on March 12, 2016, who advised you that you would receive a credit of $16.41, and to pay only $80.58 toward your January 15, 2016, $96.99 balance. As I noted during our call, that payment was received on February 17, 2016, but it was due on January 30, 2016. I reviewed the calls associated with your account and found that you contacted us on February 13, 2016. During that call you removed Starz and the Protection Plan and downgraded your programming package from the America’s Top 120 to DISH America. After these changes, your balance was $80.58 and you remitted payment for that amount on February 17, 2016. However, as that payment was late, your next bill generated on February 15, 2016, with a balance of $152.05. After your $80.58 payment was applied, a balance of $71.47 remained. On March 1, 2016, we received a payment of $55.06, leaving a balance of $16.41. As no further payments were received, your account was interrupted on March 26, 2016, and disconnected due to non-payment on April 25, 2016. Please note that we received no calls on March 12, 2016, nor was your account accessed on that date. I reviewed your account notes and calls and found no offers for additional credits except prorated credits that result from programming changes. As our records indicate that your billing was correct, and as I was unable to locate any instances of misinformation, we are unable to waive your $249.98 balance which includes your $200.00 early termination fee. 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]
Although Mr. [redacted] response makes no sense - I received a check on January 13th. So I will consider this matter settled.
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.
Sincerely,
[redacted]
October 21, 2016 Dear Ms. [redacted]: On October 19, 2016, we received your complaint, dated October 14, 2016, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that your...
equipment was upgraded because the initial equipment that was provided to you was not working. Our records show that your concerns were addressed through the Federal Communications Commission. Enclosed is a copy of my correspondence. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-#### Enclosure
Complaint: [redacted]
I am rejecting this response because:The problems were not solved satisfactorily and I spent hours on the phone with people I could not understand. I emailed Dish immediately when after one day we knew we would not be able to use the system as it was just too complicated. Customer Service when I did talk to them were very condescending and refused to let me cancel our contract, even though it was only a couple of days of service that we had with Dish. It was so frustrating when my husband would change the channels on his t.v., but my t.v. in a different room would also change to whatever channel he was watching and would not stay on my channel. Customer Service refused to accept what I was saying was really happening and my husband was so upset, after just a few hours, went around and disconnected all the t.v.'s from their outlets on the walls. When I called and tried to cancel service they refused to let me do so, saying we were using the remotes incorrectly. Well, there's only so many ways you can use a remote and sending different remotes was not a satisfactory answer to the numerous problems we were having. The response I received from the "special agent" [redacted] was just as insulting as Customer Service had been. He refused to acknowledge the complaints I had, interrupting and talking over me, accusing me of lying in my initial report to the Revdex.com. I know what happened with the service, there was Dish software installed on my computer because I noticed my computer was slower and then I saw three different Dish programs installed. [redacted] accused me of lying, saying they "never use any computer equipment." Well I saw it with my own eyes. [redacted]'s justification for charging us over $500 was because Dish had to pay the technician to come out and install the equipment, even though they got all the equipment back. I said repeatedly we only had Dish service for a couple of days when we knew it was too complicated for us. He refused to acknowledge this and insisted we would have to pay the bill which is over $500, as they had already paid the technician. I cannot believe Dish has such horrible customer service when customers can't work their equipment. I found several reviews online after the fact, saying the same thing, other people had found that the service was too complicated and tried to cancel their service but Dish wouldn't let them, and that Dish has numerous complaints and a terrible reputation for bad customer service. I wish I had read those reviews before we ever signed up with them. We are old and on a fixed income and this is a terrible hardship for us.
Sincerely,
[redacted]
December 21, 2017 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com. You said that the early termination fee was disclosed to you incorrectly and you only received video service, even though your order was for both video and internet service. You requested that the early termination fee be waived and to receive a refund for the $49.99 debited from your credit card account. When we spoke today, I informed you that your order was placed by an independent retailer, [redacted]. DISH Network only received the order for your video service. We apologize for this and the issue will be addressed. You confirmed that the payment of $49.99 was made to [redacted]--not DISH Network--and you are working with your financial institution to reverse the payment. Although your early termination fee is valid, I made an exception and waived it. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7214. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: it is unacceptable.
Sincerely,
[redacted]
July 22, 2016 Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com. You expressed concern about the level of customer service you received. I attempted to reach you at [redacted]...
[redacted] on July 20, 21 and 22, 2016. Unfortunately, we were unable to speak directly. As I advised you in my last voicemail, I reviewed your calls from July 10, 2016, to July 13, 2016. I found that the initial technical support agent you spoke with advised you that your receiver needed to be replaced. He provided you with the correct procedure, which is: DISH Network will ship you a replacement receiver with instructions on activating it and you ship back the faulty receiver. As you declined to plug the replacement receiver in yourself and requested a technician, you were provided with the available days and times for a technician visit. As you indicated that the times that were provided would not work for you, the agent advised you that they would schedule you for a technician visit on Wednesday, July 13, 2016, but they would request that your appointment be moved forward to July 11, 2016. However, the agent also stated to you that she could not guarantee that the appointment would be moved. She advised you that if we were able to move your appointment forward to the 11th, you would be contacted. As we were not able to reschedule your appointment for July 11th, you received no follow-up call. As you indicated that you did not receive service while the receiver was shipped to you, a time-without-service credit of $51.55 was applied to your account. We sincerely regret that the service you received did not meet your expectations. Your feedback will be used to improve our agents’ interactions with our customers. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
January 19, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 11, 2018, we received your correspondence, dated January 10, 2018, filed with the Revdex.com. There was no written concern listed on your correspondence or attachments for review. When we spoke today, you disputed the early termination fee. You said that you ordered a bundle service for TV and interment. However, the internet service was not installed, so you decided to cancel the TV service. I explained that while we offer a bundle billing option for TV and internet, these services carry separate 24-monht commitments. Because you chose to cancel the services, you were billed $240.00 and $480.00 for the dishNET internet and Digital Home Advantage (DHA) TV early termination fees, respectively. Our records reveal that the early termination fee for the internet service was removed from your account on December 14, 2017. I made an exception and removed the DHA TV early termination fee as well. When you enrolled in Credit Card AutoPay, you authorized DISH Network to collect the full balance due every month. The payment of $520.87 was collected on December 29, 2017. We received a payment dispute from your bank on January 8, 2018, and the funds were returned. However, on January 15, 2018, your bank returned the funds to DISH Network. As a result, I submitted a refund of $505.60. Please allow five business days for processing. This is for the DHA TV early termination fee and two $12.00 equipment return fees. Please note that the $15.27 is for service rendered. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (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]
November 17, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Ms. [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on November 15, 16 and 17, 2017, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the debit of $400.00 that was applied to your credit card account. You indicated that you only authorized your credit card account to be used for payments on your sister’s DISH Network account. You requested a refund. Your credit card account was provided as the qualifying credit card on your sister’s DISH Network account. As a result, the card will be automatically debited for any promotional fees including the early termination, unreturned equipment and/or shipping fees. A review of the sales call found that you agreed to be listed as a joint account holder. You were told that as a joint account holder, you would be charged for any early termination fees or any unreturned equipment fees in the event the account holder would not be able to fulfill the contractual agreement. Nevertheless, I made an exception and removed the early termination fee and submitted a refund of $400.00 to your credit card account. Please allow three to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/06/03) */
May 29, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 27, 2015, we received your complaint, dated May 26, 2015, filed with the Better...
Business Bureau.
My attempts to reach you by phone on May 27, 28 and 29, 2015, have been unsuccessful; however, I left a voice message on each attempt.
You expressed concern regarding paying more for your package than a new customer would. You asked that your rate be discounted.
You were provided with a one-year discount as advertised. You were advised that after your first year you would be subject to our normal rates. The advertisement you provided reflects new customer offers which are not available for existing customers. Your request is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
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]
May 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com. You expressed concern regarding a technical issue you experienced with your DVR. You said that you disconnected your service because of it. You requested that we waive the early termination fee applied to your account and provide you with a refund of the DVR fee you paid. When we spoke, I told you that although I am unable to meet your request for a refund, I will waive the early termination fee. You informed me that you are satisfied with the resolution and I provided you with your final account balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
Complaint: [redacted]
I am rejecting this response because company will not honor my resolution for the dispute.
Sincerely,
[redacted]