[redacted] Dear Mrs. [redacted]: On February 8, 2018, we received your complaint, dated February 7, 2018, filed with the Revdex.com. My attempts to reach you by phone on February 8, 2018, were unsuccessful because the individual who answered the phone at (409) 201-0960) advised me that I had the wrong phone number. I also sent an email to [redacted].[redacted]@gmail.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you fulfilled your initial contract and you did not agree to a new one. You also stated that you were advised you could view the agreement through your online DISH Network account. Furthermore, you mentioned that your price increased without notice. Your DISH Network service was activated on December 24, 2015, with a 24-month commitment though December 23, 2017. Although this term commitment was fulfilled, our records show that you accepted a new 24-month commitment for our Preferred Customer Offer on January 7, 2018, through your online DISH Network account. This offer included a $10.00 monthly discount and a monthly $5.00 eAutoPay discount with a price guarantee for 24 months. Please be advised that in order to add the offer, you have to specifically select the redeem button after logging into your online account. Once this button is selected, the offer details including the pricing and 24-month commitment information are disclosed. However, the offer will still not be added until the radio button accepting the term and conditions is selected and the submit button is chosen. Our records show that an email was sent on January 7, 2018, confirming the addition of the Preferred Customer Offer. As this is an offer that was added online, there is no signed agreement. We, like all other Pay-TV providers, must increase our prices to help cover increasing programming costs from channel owners. On January 16, 2018, the price of the America’s Top 200 package was increased by $3.00 and the price of the local channels was increased by $2.00. Notification of the increase was included in your January 24, 2018, billing statement. Even though your service was disconnected on February 7, 2018, and you were charged an early termination fee of $230.00, your service was restarted on February 8, 2018, and the fee was reversed. I made an exception and waived the remaining term commitment on your account. 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 (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
October 27, 2016 Dear Mr. [redacted]: On October 27, 2016, we received your complaint, dated October 25, 2016, filed with the Revdex.com. You said that you ordered a receiver for the Tailgater and you maintain you were not advised of the term commitment. You...
also disputed the signature on the agreement. Our records reveal that your wife called on July 7, 2016. She requested to lease a third receiver for the Tailgater. As a result, the DISH’n It Up (DIU) equipment upgrade was added to your account with a 24-month commitment. The agent advised your wife that a technician will deliver the receiver. The agreement was signed on July 9, 2016, (the date of delivery). Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted. When we spoke, I advised you that your original Digital Home Advantage (DHA) commitment will be fulfilled on December 1, 2016. When this agreement ends, I will made an exception and remove the DIU term commitment from your account. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Initial Business Response /* (1000, 4, 2015/11/23) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]
On November 18, 2015, we received your correspondence, dated November 17, 2015, filed...
with the Revdex.com.
You said two payments of $91.67 were made in the month of July 2015; however, only one was credited to your DISH Network account. You requested a refund or a credit.
When we spoke today, I informed you that we have no record that two payments were collected in July 2015. To resolve this matter, I applied a one-time credit of $91.67 to your account for programming.
Please know we value your business; therefore, I applied a $25.00 monthly credit for ten months to your account.
We apologize for any regret any inconvenience you may have experienced.
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
[redacted]
Denver, CO XXXXX
[redacted]
[redacted] Dear [redacted]: On June 28, 2017, we received your complaint, dated June 27, 2017, filed with the Revdex.com. You expressed concern regarding being charged an early termination fee you were not aware of. You requested that we waive this fee. When we spoke, I told you that I met your request and waived the early termination fee. You will receive a refund to your credit card account in the amount of $105.04 within the next five business days. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
September 7, 2016 Dear Ms. [redacted]: On August 30, 2016, we received your complaint, dated August 29, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 1, 2 and 7, 2016, have been unsuccessful. I was not given...
the option to leave a voice message. You said that you disconnected your DISH Network account due to the takedown of your local channel 13. You requested that we release your from your contract. We are pleased to announce that we reached an agreement with Tribune Broadcasting and their local channels have been restored. However, because we don’t own the channels we provide, our contract states that programming is subject to change. Although we are unwilling to waive your early termination fee, it can be waived if you restart your account. 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 ###-###-####
Dear Ms. [redacted]: On [redacted] 6, 2016, we received your complaint, dated [redacted] 5, 2016, filed with the Revdex.com. You maintain that a customer service chat agent told you they would give you an extension to make a payment until [redacted] 6, 2016. As I advised you in my previous response, we have no record of an extension being offered. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
March 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]
Dear Mr. [redacted]: On March 2, 2018, we received your complaint, dated March 1, 2018, filed with the Revdex.com. You indicated that payments were automatically deducted from your bank account by DISH Network for an early termination fee and equipment fees without your authorization. You said you did not receive a copy of the contract or boxes to return the equipment in a timely manner. My attempts to contact you by phone at ###-###-#### on March 9, 12 and 13, 2018, were unsuccessful, but I left you three messages. I have enclosed a copy of your signed contract. Additionally, you were sent an email at [redacted] on February 26, 2017. This email outlined the 24-month commitment and indicated that fees may be collected from the credit card account used to qualify for service. We sent you emails about both charges. The equipment has been received and a refund was submitted for $148.00; please allow up to seven days. The early termination fee is valid and will not be refunded. We received no contact from you between your account disconnection (November 11, 2017) and February 27, 2018, (the date of the first charge) to request return boxes. 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 thru Friday 9:00am - 6:00pm ###-###-#### Enclosure cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
February 4, 2016 Mr. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####450 Dear Mr. [redacted]: ...
On February 4, 2016, we received your correspondence, dated February 3, 2016, filed with the Revdex.com. You expressed concern that the local CBS channel for Fort Myers, FL was removed from the DISH Network channel lineup. You requested to cancel the service without penalty. When we spoke on February 1, 2016, I advised you that periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer you high-quality content at a fair value. If a deal cannot be reached, the channel may be removed until an agreement is made. DISH Network reserves the right to change programming, packages and prices. I enclosed a copy of your signed Digital Home Advantage (DHA) agreement for your records. You may also view our agreements online at http://www.dish.com/legal. We sent an over-the-air antenna to assist you with viewing your local CBS station at no cost. It was delivered to your address by UPS on February 3, 2016. As a courtesy, we also applied a $5.00 monthly credit to your account for six months. Your request to waive the early termination fee cannot be honored. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
[redacted] Dear Mr. [redacted]: On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.com. You expressed concern with your monthly billing. When we spoke today, I informed you that you are currently receiving a $20.00 courtesy credit for 12 months, making the price $58.22 per month. This rate includes DISH America, local channels, DVR service, and an HD receiver. When the credits end, the regular price will apply. I made an exception and removed the balance of $58.22 from your account, which covers service through March 3, 2017. You accepted this resolution. 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted] Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
June 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 22, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com. You expressed concern with the debit of $260.00 that was applied to your credit card account. You maintain that the debit was unauthorized and the account is in your wife’s name. Our records show that you are listed as an authorized user on your wife’s account. The service was activated on May 16, 2015, with a 24-month commitment. A sales confirmation email was sent prior to the installation, to the same email address ([redacted]@gmail.com) provided in your complaint. This email provided you with an opportunity to view the terms and conditions of our service. Your service was disconnected on April 20, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $260.00 was applied to your account. Per the promotional agreement, DISH Network may automatically debit the qualifying credit card account for any early termination, unreturned equipment and/or shipping fees applied. As a result, $260.00 was debited from your credit card account on May 12, 2016, for the early termination fee. Enclosed is a copy of the agreement wherein this is disclosed. When I spoke with you by phone on June 24, 2016, I advised you that we are unable to process a refund; however, the call was lost. My attempt to call you back was unsuccessful; however, I left a message. We suggest that you contact your financial institution for further options. 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 Enclosure cc:
Initial Business Response /* (1000, 5, 2015/08/13) */
August 5, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better Business...
Bureau.
You said that you were advised that your monthly rate would remain the same or be similar after your new customer promotion ended. You requested a copy of your customer agreement and to have your early termination fee waived.
When we spoke, I advised you that our records indicate you were sent a sales confirmation email prior to your installation which explained your first and second year pricing. Additionally, you agreed to the terms of our Digital Home Advantage customer agreement which provide for the 24-month commitment. I also advised you that each of your bills showed the credits you were receiving as a line item along with a countdown of how many credits you had remaining.
As I informed you, we have no record of any offers for additional adjustments; however, you were offered several monthly credits but you declined them.
While we regret any inconvenience, as a business, DISH Network is not able to provide continually discounted pricing.
Per your request, a copy of your customer agreement is enclosed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You maintain that you canceled your internet service with DISH Network over a year ago; however, you continued to be billed in error. You requested a refund for the amount that you were overcharged. When we spoke, I advised you that the internet service remained active due to an error that has since been corrected. I offered to refund you $451.59 in charges for internet service since September 2015. You accepted my resolution. We strive to provide excellent service and we regret that your experience was unfavorable. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
November 18, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On November 17, 2016, we received your complaint, dated November 15, 2016, filed with the Revdex.com. You said that when you agreed to our service, you did so at the [redacted]. You were told that you could bundle our service with your Frontier service to save money. You stated that you were quoted $49.00 for the America’s Top 200 channel package. You requested to be released from the contract as you were not billed the rate you were quoted. When we spoke by phone, I advised you that I sent your complaint to the company responsible for placing your order (Dish One LLC, 801-705-5353). They replied back with a recording of a Welcome call. A review of the call reveals that you were quoted $82.02. Nevertheless, in the interest of customer service. I offered you an $18.00 monthly credit until your contract expires. You agreed to my offer. In addition, I told you that I will apply a $54.00 credit for the months that you have already been billed. You advised me that you are satisfied with my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
September 25, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your correspondence, dated September 18, 2015,...
filed with the Revdex.com.
You disputed the early termination fee. You said that when you upgraded the equipment you were unable to receive an HD signal due to line of sight issues.
When we spoke today, I advised you that I reversed the early termination fee from your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 13, 2015/10/22) */
Received duplicate complaint 10/21/2015, merged information from CID#XXXXXXXX and closed as duplicate.
The refund on complaint #XXXXXXXX dated September 25, 2015 has not been recieved
Dish Network agreed to issue a refund for early termination after my complaint #XXXXXXXX to the Revdex.com.
I made a follow up call on October 15, 2015 but still have not had results.
Refund the $96.69 and remove me from their mailing list
$96.69
Final Business Response /* (4000, 15, 2015/11/04) */
October 27, 2015
Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
Re: Mr. [redacted]
File No. XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Sir or Madam:
On October 23, 2015, we received your correspondence, dated October 22, 2015, regarding Mr. [redacted].
You said you have not yet received the refund of $92.69 and you requested that your address be removed from the DISH Network mailing list.
The refund of $92.69 was applied to your credit card account ending in 3359 on October 23, 2015.
Per your request, I placed your address on the DISH Network internal Do Not Contact List.
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: [redacted]
Complaint: [redacted]
I am rejecting this response because: this is a lie [redacted] ask me to send advertisement and I mailed copy to day
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/11) */
June 9, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your complaint, dated June 6, 2015, filed with the Better...
Business Bureau.
You indicated that you were informed that you would have access to Video On Demand but you do not have access to it with the equipment that was installed. Therefore, you disconnected the service the same day it was installed and you disputed the $480.00 early termination fee. You also mentioned the initial payment of $40.62.
When I spoke with Mr. [redacted] by telephone today, I informed him that I waived the $480.00 early termination fee. I also submitted a refund for the initial payment of $40.62.
We regret that your initial experience was unfavorable.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
November 22, 2016 Dear Mr. [redacted]: On November 22, 2016, we received your complaint, dated November 21, 2016, filed with the Revdex.com. Your complaint did not include an attachment or complaint details; however, I have corresponded with you...
via email previously regarding your service interruption, and your request to change your billing due date. As indicated in my October 19 and 21, 2016, emails, in order to change your due date, your account needs to be at a zero balance. At that time, your account had a balance due of $96.91, for service from September 30, 2016, through October 29, 2016. Since a payment was not received, a billing statement of $201.41 was generated on November 1, 2016. This billing statement included the new month’s charges, a $7.00 late fee and the previous unpaid balance. In my November 3, 4 and 7, 2016, emails, I advised you of the charges on your account and I told you that a payment would be required to avoid a service interruption. We did not receive a payment. As a result, your service was interrupted on November 12, 2016. I followed up with emails on November 16 and 22, 2016, again advising you of the balance due and the options available to you to restore your service. I also explained that if your service was fully disconnected, you would be charged an early termination fee. To date, we have not received a payment. In order to restore your service, a payment of at least $76.91 is required. If a payment is not received, your service will be fully disconnected on December 12, 2016. At that point, an early termination fee of $280.00 will be applied for the non-fulfillment of your term commitment. You will also forfeit any account credits ($20.00 a month) being applied to your account. Enclosed are copies of your past billing statements and a copy of your 24-month agreement for your review. Additionally, in your emails you requested that DISH Network provide you with account credits. As this is not an issue that was caused by DISH Network, no credits are due. 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 ###-###-####
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]
Dear Ms. Booker-[redacted]: On February 18, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com. You mentioned that you want us to provide notification of changes to our customers. We strive to provide excellent service, and we regret that your experience was unsatisfactory. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because: I called my bank (Woodforest ) and I was told that they have not received any funds. I am not sure what happened but if it was sent back on Feb 26th I would think that it would be showing at my bank by now.
Sincerely,
[redacted]
February 13, 2018 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On February 8, 2018, we received your complaint, dated February 7, 2018, filed with the Revdex.com. My attempts to reach you by phone on February 8, 2018, were unsuccessful because the individual who answered the phone at (409) 201-0960) advised me that I had the wrong phone number. I also sent an email to [redacted].[redacted]@gmail.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you fulfilled your initial contract and you did not agree to a new one. You also stated that you were advised you could view the agreement through your online DISH Network account. Furthermore, you mentioned that your price increased without notice. Your DISH Network service was activated on December 24, 2015, with a 24-month commitment though December 23, 2017. Although this term commitment was fulfilled, our records show that you accepted a new 24-month commitment for our Preferred Customer Offer on January 7, 2018, through your online DISH Network account. This offer included a $10.00 monthly discount and a monthly $5.00 eAutoPay discount with a price guarantee for 24 months. Please be advised that in order to add the offer, you have to specifically select the redeem button after logging into your online account. Once this button is selected, the offer details including the pricing and 24-month commitment information are disclosed. However, the offer will still not be added until the radio button accepting the term and conditions is selected and the submit button is chosen. Our records show that an email was sent on January 7, 2018, confirming the addition of the Preferred Customer Offer. As this is an offer that was added online, there is no signed agreement. We, like all other Pay-TV providers, must increase our prices to help cover increasing programming costs from channel owners. On January 16, 2018, the price of the America’s Top 200 package was increased by $3.00 and the price of the local channels was increased by $2.00. Notification of the increase was included in your January 24, 2018, billing statement. Even though your service was disconnected on February 7, 2018, and you were charged an early termination fee of $230.00, your service was restarted on February 8, 2018, and the fee was reversed. I made an exception and waived the remaining term commitment on your account. 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 (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
October 27, 2016 Dear Mr. [redacted]: On October 27, 2016, we received your complaint, dated October 25, 2016, filed with the Revdex.com. You said that you ordered a receiver for the Tailgater and you maintain you were not advised of the term commitment. You...
also disputed the signature on the agreement. Our records reveal that your wife called on July 7, 2016. She requested to lease a third receiver for the Tailgater. As a result, the DISH’n It Up (DIU) equipment upgrade was added to your account with a 24-month commitment. The agent advised your wife that a technician will deliver the receiver. The agreement was signed on July 9, 2016, (the date of delivery). Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted. When we spoke, I advised you that your original Digital Home Advantage (DHA) commitment will be fulfilled on December 1, 2016. When this agreement ends, I will made an exception and remove the DIU term commitment from your account. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Initial Business Response /* (1000, 4, 2015/11/23) */
November 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]
On November 18, 2015, we received your correspondence, dated November 17, 2015, filed...
with the Revdex.com.
You said two payments of $91.67 were made in the month of July 2015; however, only one was credited to your DISH Network account. You requested a refund or a credit.
When we spoke today, I informed you that we have no record that two payments were collected in July 2015. To resolve this matter, I applied a one-time credit of $91.67 to your account for programming.
Please know we value your business; therefore, I applied a $25.00 monthly credit for ten months to your account.
We apologize for any regret any inconvenience you may have experienced.
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
[redacted]
Denver, CO XXXXX
[redacted]
July 2, 2017 *
[redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 28, 2017, we received your complaint, dated June 27, 2017, filed with the Revdex.com. You expressed concern regarding being charged an early termination fee you were not aware of. You requested that we waive this fee. When we spoke, I told you that I met your request and waived the early termination fee. You will receive a refund to your credit card account in the amount of $105.04 within the next five business days. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
September 7, 2016 Dear Ms. [redacted]: On August 30, 2016, we received your complaint, dated August 29, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 1, 2 and 7, 2016, have been unsuccessful. I was not given...
the option to leave a voice message. You said that you disconnected your DISH Network account due to the takedown of your local channel 13. You requested that we release your from your contract. We are pleased to announce that we reached an agreement with Tribune Broadcasting and their local channels have been restored. However, because we don’t own the channels we provide, our contract states that programming is subject to change. Although we are unwilling to waive your early termination fee, it can be waived if you restart your account. 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 ###-###-####
Dear Ms. [redacted]: On [redacted] 6, 2016, we received your complaint, dated [redacted] 5, 2016, filed with the Revdex.com. You maintain that a customer service chat agent told you they would give you an extension to make a payment until [redacted] 6, 2016. As I advised you in my previous response, we have no record of an extension being offered. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
March 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]
Dear Mr. [redacted]: On March 2, 2018, we received your complaint, dated March 1, 2018, filed with the Revdex.com. You indicated that payments were automatically deducted from your bank account by DISH Network for an early termination fee and equipment fees without your authorization. You said you did not receive a copy of the contract or boxes to return the equipment in a timely manner. My attempts to contact you by phone at ###-###-#### on March 9, 12 and 13, 2018, were unsuccessful, but I left you three messages. I have enclosed a copy of your signed contract. Additionally, you were sent an email at [redacted] on February 26, 2017. This email outlined the 24-month commitment and indicated that fees may be collected from the credit card account used to qualify for service. We sent you emails about both charges. The equipment has been received and a refund was submitted for $148.00; please allow up to seven days. The early termination fee is valid and will not be refunded. We received no contact from you between your account disconnection (November 11, 2017) and February 27, 2018, (the date of the first charge) to request return boxes. 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 thru Friday 9:00am - 6:00pm ###-###-#### Enclosure cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
February 4, 2016 Mr. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####450 Dear Mr. [redacted]: ...
On February 4, 2016, we received your correspondence, dated February 3, 2016, filed with the Revdex.com. You expressed concern that the local CBS channel for Fort Myers, FL was removed from the DISH Network channel lineup. You requested to cancel the service without penalty. When we spoke on February 1, 2016, I advised you that periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer you high-quality content at a fair value. If a deal cannot be reached, the channel may be removed until an agreement is made. DISH Network reserves the right to change programming, packages and prices. I enclosed a copy of your signed Digital Home Advantage (DHA) agreement for your records. You may also view our agreements online at http://www.dish.com/legal. We sent an over-the-air antenna to assist you with viewing your local CBS station at no cost. It was delivered to your address by UPS on February 3, 2016. As a courtesy, we also applied a $5.00 monthly credit to your account for six months. Your request to waive the early termination fee cannot be honored. 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 ###-###-####. 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 ###-###-####
February 9, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On February 8, 2017, we received your complaint, dated February 7, 2017, filed with the Revdex.com. You expressed concern with your monthly billing. When we spoke today, I informed you that you are currently receiving a $20.00 courtesy credit for 12 months, making the price $58.22 per month. This rate includes DISH America, local channels, DVR service, and an HD receiver. When the credits end, the regular price will apply. I made an exception and removed the balance of $58.22 from your account, which covers service through March 3, 2017. You accepted this resolution. 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted] Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
June 27, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 22, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com. You expressed concern with the debit of $260.00 that was applied to your credit card account. You maintain that the debit was unauthorized and the account is in your wife’s name. Our records show that you are listed as an authorized user on your wife’s account. The service was activated on May 16, 2015, with a 24-month commitment. A sales confirmation email was sent prior to the installation, to the same email address ([redacted]@gmail.com) provided in your complaint. This email provided you with an opportunity to view the terms and conditions of our service. Your service was disconnected on April 20, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $260.00 was applied to your account. Per the promotional agreement, DISH Network may automatically debit the qualifying credit card account for any early termination, unreturned equipment and/or shipping fees applied. As a result, $260.00 was debited from your credit card account on May 12, 2016, for the early termination fee. Enclosed is a copy of the agreement wherein this is disclosed. When I spoke with you by phone on June 24, 2016, I advised you that we are unable to process a refund; however, the call was lost. My attempt to call you back was unsuccessful; however, I left a message. We suggest that you contact your financial institution for further options. 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 Enclosure cc:
Initial Business Response /* (1000, 5, 2015/08/13) */
August 5, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better Business...
Bureau.
You said that you were advised that your monthly rate would remain the same or be similar after your new customer promotion ended. You requested a copy of your customer agreement and to have your early termination fee waived.
When we spoke, I advised you that our records indicate you were sent a sales confirmation email prior to your installation which explained your first and second year pricing. Additionally, you agreed to the terms of our Digital Home Advantage customer agreement which provide for the 24-month commitment. I also advised you that each of your bills showed the credits you were receiving as a line item along with a countdown of how many credits you had remaining.
As I informed you, we have no record of any offers for additional adjustments; however, you were offered several monthly credits but you declined them.
While we regret any inconvenience, as a business, DISH Network is not able to provide continually discounted pricing.
Per your request, a copy of your customer agreement is enclosed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On December 1, 2016, we received your complaint, dated November 30, 2016, filed with the Revdex.com. You maintain that you canceled your internet service with DISH Network over a year ago; however, you continued to be billed in error. You requested a refund for the amount that you were overcharged. When we spoke, I advised you that the internet service remained active due to an error that has since been corrected. I offered to refund you $451.59 in charges for internet service since September 2015. You accepted my resolution. We strive to provide excellent service and we regret that your experience was unfavorable. 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 [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
November 18, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On November 17, 2016, we received your complaint, dated November 15, 2016, filed with the Revdex.com. You said that when you agreed to our service, you did so at the [redacted]. You were told that you could bundle our service with your Frontier service to save money. You stated that you were quoted $49.00 for the America’s Top 200 channel package. You requested to be released from the contract as you were not billed the rate you were quoted. When we spoke by phone, I advised you that I sent your complaint to the company responsible for placing your order (Dish One LLC, 801-705-5353). They replied back with a recording of a Welcome call. A review of the call reveals that you were quoted $82.02. Nevertheless, in the interest of customer service. I offered you an $18.00 monthly credit until your contract expires. You agreed to my offer. In addition, I told you that I will apply a $54.00 credit for the months that you have already been billed. You advised me that you are satisfied with my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
September 25, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your correspondence, dated September 18, 2015,...
filed with the Revdex.com.
You disputed the early termination fee. You said that when you upgraded the equipment you were unable to receive an HD signal due to line of sight issues.
When we spoke today, I advised you that I reversed the early termination fee from your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 13, 2015/10/22) */
Received duplicate complaint 10/21/2015, merged information from CID#XXXXXXXX and closed as duplicate.
The refund on complaint #XXXXXXXX dated September 25, 2015 has not been recieved
Dish Network agreed to issue a refund for early termination after my complaint #XXXXXXXX to the Revdex.com.
I made a follow up call on October 15, 2015 but still have not had results.
Refund the $96.69 and remove me from their mailing list
$96.69
Final Business Response /* (4000, 15, 2015/11/04) */
October 27, 2015
Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
Re: Mr. [redacted]
File No. XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Sir or Madam:
On October 23, 2015, we received your correspondence, dated October 22, 2015, regarding Mr. [redacted].
You said you have not yet received the refund of $92.69 and you requested that your address be removed from the DISH Network mailing list.
The refund of $92.69 was applied to your credit card account ending in 3359 on October 23, 2015.
Per your request, I placed your address on the DISH Network internal Do Not Contact List.
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: [redacted]
Complaint: [redacted]
I am rejecting this response because: this is a lie [redacted] ask me to send advertisement and I mailed copy to day
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/11) */
June 9, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your complaint, dated June 6, 2015, filed with the Better...
Business Bureau.
You indicated that you were informed that you would have access to Video On Demand but you do not have access to it with the equipment that was installed. Therefore, you disconnected the service the same day it was installed and you disputed the $480.00 early termination fee. You also mentioned the initial payment of $40.62.
When I spoke with Mr. [redacted] by telephone today, I informed him that I waived the $480.00 early termination fee. I also submitted a refund for the initial payment of $40.62.
We regret that your initial experience was unfavorable.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
November 22, 2016 Dear Mr. [redacted]: On November 22, 2016, we received your complaint, dated November 21, 2016, filed with the Revdex.com. Your complaint did not include an attachment or complaint details; however, I have corresponded with you...
via email previously regarding your service interruption, and your request to change your billing due date. As indicated in my October 19 and 21, 2016, emails, in order to change your due date, your account needs to be at a zero balance. At that time, your account had a balance due of $96.91, for service from September 30, 2016, through October 29, 2016. Since a payment was not received, a billing statement of $201.41 was generated on November 1, 2016. This billing statement included the new month’s charges, a $7.00 late fee and the previous unpaid balance. In my November 3, 4 and 7, 2016, emails, I advised you of the charges on your account and I told you that a payment would be required to avoid a service interruption. We did not receive a payment. As a result, your service was interrupted on November 12, 2016. I followed up with emails on November 16 and 22, 2016, again advising you of the balance due and the options available to you to restore your service. I also explained that if your service was fully disconnected, you would be charged an early termination fee. To date, we have not received a payment. In order to restore your service, a payment of at least $76.91 is required. If a payment is not received, your service will be fully disconnected on December 12, 2016. At that point, an early termination fee of $280.00 will be applied for the non-fulfillment of your term commitment. You will also forfeit any account credits ($20.00 a month) being applied to your account. Enclosed are copies of your past billing statements and a copy of your 24-month agreement for your review. Additionally, in your emails you requested that DISH Network provide you with account credits. As this is not an issue that was caused by DISH Network, no credits are due. 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 ###-###-####
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]
Dear Ms. Booker-[redacted]: On February 18, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com. You mentioned that you want us to provide notification of changes to our customers. We strive to provide excellent service, and we regret that your experience was unsatisfactory. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Complaint: [redacted]
I am rejecting this response because: I called my bank (Woodforest ) and I was told that they have not received any funds. I am not sure what happened but if it was sent back on Feb 26th I would think that it would be showing at my bank by now.
Sincerely,
[redacted]