Initial Business Response /* (1000, 5, 2015/06/22) */
June 19, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that I would request a copy of your customer agreement for your records. Unfortunately, our local office was unable to provide me with a copy. As such, I waived your early termination fee. Additionally, I was able to locate the receiver associated with your account, so I removed the equipment from your account and waived the fee.
Your remaining balance of $79.38 is for service rendered, and we request that it be paid.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You for getting back to me. As per our phone conversation, I am willing to pay the balance of $79.38 only.
Can you please advise if it is appropriate to call customer service to take care of this matter or if I should be calling the collection agency that has put a collection on my credit file regarding this issue. Thank You
June 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com. You indicated that the monthly credit of $50.00 you were promised for 12 months is not being honored. A review of your account shows that credits totaling $30.00 were applied to your DISH Network account on April 1, 2016, for six months. When you contacted us on May 17, 2016, our representative applied an additional monthly credit of $20.00 for 12 months. Although this credit along with the existing credits totals $50.00, the $30.00 credits were not extended. Our records also show that your term commitment was waived. Please be advised that you will not be charged an early termination fee if you choose to disconnect your service. When I spoke with you by phone on June 7, 2016, I advised you that I will extend the $30.00 monthly credit for an additional six months once it ends on September 1, 2016. We strive to provide excellent service and we regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Ms. [redacted]: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to inquire about services and pricing. A credit inquiry was run without your consent. You requested that this inquiry be removed from your credit report. When we spoke on March 18, 2016, I agreed to submit a request to have the inquiry removed. I received confirmation today that the request was sent to the credit bureau for removal. Please allow 45 days for the update. 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]
February 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2016, we received your correspondence, dated February 5, 2016, filed with the Revdex.com. You said you canceled your service as your local CBS station out of Ft. Myers, FL, was removed from the DISH Network channel lineup. You disputed the early termination and return shipping fees. Our records show that this matter was previously addressed by letter correspondence, dated February 8, 2016, through the Florida Attorney General’s Office. I have enclosed a copy for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] February 8, 2016 Mr. [redacted]Office of Citizen ServicesConsumer Affairs and ProtectionOffice of the Attorney GeneralState of Florida[redacted] [redacted]
*Re: Mr. [redacted] Issue Number: [redacted] Dear Mr. [redacted]: On February 8, 2016, we received your correspondence, dated February 5, 2016, regarding Mr. [redacted]. Mr. [redacted] said he canceled his service as the Fort Myers, FL, CBS channel was removed from the channel lineup. He disputed the early termination fee and return shipping fee. When I spoke with Mr. [redacted] today, I informed him that because DISH Network and the owner of CBS Fort Myers, FL had not reached a contractual agreement, the channel was removed from the channel lineup. However, an agreement was subsequently reached and the channel was restored on February 5, 2016. I advised Mr. [redacted] that he established his service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. We reveal in all our agreements that DISH Network has the right to change, add, delete or rearrange programming at any time. The DHA agreement also states that the customer agrees to bear all costs and expenses of the equipment return. I have enclosed a copy of Mr. [redacted] signed DHA agreement for your review. Since Mr. [redacted] service was disconnected prior to the promotional fulfillment date, he was billed $440.00 for an early termination fee and a $10.00 return box fee for the equipment return. We ask that the balance of $505.28 (plus tax) be paid for these fees and service rendered. We regret any inconvenience Mr. [redacted] may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] Enclosure cc: Mr. [redacted] [redacted] [redacted] [redacted] [redacted]
August 15, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 11, 12 and 15, 2016, have been unsuccessful; however, I was able to leave a...
voice message on each attempt. You said that your credit card account was charged weekly, so you contacted our customer service and asked that we remove it from your account. However, you said that after your request, your credit card account was charged $320.00. You requested a refund and removal of the current balance due. Our records reflect that we removed Credit Card AutoPay from your account when you requested on May 2, 2016. However, your credit card account is kept on file due to the fact that you lease equipment from us. Your credit card information is totally removed from our system once your account is disconnected and the leased equipment has been returned. Because your account was disconnected before you fulfilled your contract, we consider the $320.00 early termination fee to be a valid charge. Your account was restarted on August 4, 2016. The early termination fee was waived and a refund was provided on August 9, 2016. Your request for a credit of $375.16 to remove the current balance due is denied. 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 February 4, 2016, we received your complaint, dated February 3, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 4, 5 and 8, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You...
expressed concern that you didn’t receive a refund for your credit balance. A review of your account reveals that a refund has been submitted. Please allow seven to ten business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [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 ###-###-####
April 26, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 22, 2016, we received your correspondence, dated April 21, 2016, filed with the Revdex.com. You stated that you purchased DISH Network service in February 2016. You were recently notified that your landlord doesn’t allow the service at your residence. This led you to disconnect your account. An early termination fee was applied to your account. When you contacted DISH Network to ask that the fee be waived, the customer service that you encountered didn’t meet your expectations. You requested that your early termination fee be waived and you would like a refund for your last month of service. When we spoke on April 25, 2016, I agreed to waive your early termination fee and I issued a refund for your last payment of $74.74. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. 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]
[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 14, 2016, filed with the Revdex.com. You indicated that you have experienced intermittent technical issues with two channels (ID and HLN) for several months. You stated that although you have contacted our Technical Support Department regarding the issues, they remain unresolved. You would like a refund for the past several months, and for your early termination fee to be waived. Your service was activated on March 2, 2016, with a 24-month commitment. Please be advised that to better assist you with the reported technical issue, the issue must be occurring at the time of the call. Our records show that because the issue was not occurring when you contacted us, we asked you to call us back. The basic programming package that you subscribe to is the America’s Top 200 for $64.99 a month. The two channels listed above cost approximately $0.32 each a month. As you indicated that you have experienced issues with these channels for the past three months, I applied a $10.00 credit to your account, as a courtesy. When I spoke with you by phone today, you accepted my offer to schedule a technician visit. I advised you that if the technician is unable to resolve your issues, I am willing to waive your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] [redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: We are contacting you regarding your correspondence, dated February 24, 2016, filed with the Revdex.com. Based on our investigation into the concerns raised in your complaint, we have determined that DISH Network L.L.C. ("DISH”) did not contact the telephone number [redacted] DISH Network takes violations of Do Not Call laws very seriously. We take great efforts to ensure compliance with all Do Not Call laws and do not condone any violation of these laws by any entity. Further, significant resources are expended in pursuit of perpetrators of improper solicitations who may hide behind the DISH Network® trade name. However, identifying an offending solicitor is not always possible. We regret that the perpetrator’s actions have inconvenienced you in any way. 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 [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/06/26) */
June 25, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 17, 2015, we received your correspondence, dated June 16, 2015, filed...
with the Revdex.com.
You indicated that you were overcharged on your June bill. Your service was pending disconnection due to the issue and you are displeased with the increased cost of your DISH Network service. You requested that the error be corrected. You would like a refund for the overpayment, and the return shipping charges waived.
In our June 17, 2015, email correspondence you confirmed that the issue was addressed and your service was not disconnected. You were also offered monthly discounts on your service. We reviewed the billing issues. You indicated that you were promised you would not be billed until July. I offered to resolve the $50.00 account balance for June. 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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 3, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March...
3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You expressed concern regarding your monthly rate. You called in and agreed to lower your package, but you said that the channels you wanted were not in the package as you were told they would be. You requested that your rate be reduced and the channels be restored. When we spoke, you told me that you have returned to the package that carries the channels you want. I agreed to provide you with a $30.00 credit towards your current balance and a $30.00 monthly credit for the next six months. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. 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 [redacted] [redacted] [redacted] [redacted]
March 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 9, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com. You maintain that your technician installed your dish on the roof after you asked him not to. You also said that you signed the Service Agreement (SA) because the dish was already installed. DISH Network provides the SA as an indication of your approval of the placement of your dish and the quality of your installation. As we are unable to verify any instructions provided to the technician verbally, we must rely on whether the SA was signed or not. When you signed the SA, you agreed that your technician visit was to your standards and the installation was correct. As I advised you previously, if you contact us to schedule a technician visit, we will gladly relocate your dish but we are unable to remove the footplate or replace your shingles. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
January 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 20, 2016, we received your complaint, dated January 17, 2016, filed with the Revdex.com. You expressed concern with your attempts to establish DISH Network service. DISH Network monitors all sales for suspicious and potentially fraudulent activity. Our system detected that the information you provided matched two of the attributes listed on an existing DISH Network account. Although we were unable to proceed with the order initially, our records confirm that a service order was established on January 17, 2016, with an installation date of January 18, 2016, but you opted to cancel the service order. Please be advised that the previous customer’s debt is not attached to your name. When I spoke with your wife by phone on January 20, 2016, she indicated that the matter was previously resolved. We strive to provide excellent service and regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc:
Initial Business Response /* (1000, 5, 2015/05/28) */
May 21, 2015
[redacted]
PO Box XXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Better...
Business Bureau.
You stated that you contacted DISH Network to add programming. You were told that the charges would be applied to your next bill. This was not the case. You were charged $67.00 when you were expecting a charge of $60.36, which created an unexpected financial hardship. Additionally, you were informed that you would be charged a fee for the equipment return should you disconnect the service. You do not feel that the customer service representatives have provided you with correct information. You requested a credit for a full month of service.
When we spoke today, we reviewed your billing and the credits that you were provided. I explained that these changes took place the day your auto-payment was generated, causing the prorated programming charge to be included in the payment total. I also informed you that I am unable to provide you credit for a full month of service; however, I applied a $20.00 credit to 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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 3, 2017, filed with the Revdex.com. You stated that on February 25, 2017, DISH Network collected a $295.01 payment without your authorization. You requested that this payment be refunded. When we spoke on March 9, 2017, I advised you that our records indicate that you called in and completed the payment using our automated phone system. You authorized the payment during that process. As the balance owed on your account was $295.01, the payment did not create a credit balance and we are unable to meet your request for a refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
March 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You said you were told that the monthly billing rate was supposed to $38.43 for six months. When we spoke today, I advised you that I will honor the price of $38.43 for six months. However, when the credit of $35.00 ends in August 2016, the regular programming price will apply. You accepted this resolution. In addition, to assist with the monthly cost you may downgrade your programming package at any time. We thank you for bringing this matter to our attention. 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] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Dear Ms. [redacted]: On June 21, 2016, we received your complaint, dated June 19, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You maintain that you have paid the agreed-upon monthly rate of $87.00; however, you continue to incur fees. A review of your account shows that you were previously receiving a total monthly credit of $60.00. These credits ended on March 24, 2016. As a result, you began to be billed the regular monthly rate of $130.49 plus tax. Although we have received monthly payments, they have not been for the full balance due. This has caused an unpaid balance to carry over each month and late fees to be applied to your account. On April 10, 2016, a billing statement of $163.02 generated for service from April 25, 2016, through May 24, 2016. Since we did not receive a payment, the billing statement of $275.11 that generated on May 10, 2016, included the previous unpaid balance, new month’s charges and a $7.00 late fee. We received two payments totaling $172.00 on May 12 and 27, 2016. This left your account with an unpaid balance of $103.11. The billing statement of $197.13 that generated on June 10, 2016, included the previous unpaid balance of $103.11, new month’s charges and a $7.00 late fee. On June 10, 2016, we received a payment of $25.13. Because the full past-due balance of $103.11 was not paid, your service was interrupted for non-payment on June 21, 2016. On April 13, 2016, a monthly credit of $5.00 was applied to your account for six months. An additional $40.00 monthly credit was applied on May 12, 2016, for 12 months. These credits reduce your monthly rate to $86.46 (including tax). When I spoke with you by phone on June 22, 2016, I advised you that I made an exception and I applied a credit of $172.00 to your account to cover the past-due balance. I also restarted your service. Your next billing statement will generate on July 10, 2016, for service from July 25, 2016, through August 24, 2016, and it will be for one month of service. To avoid an unpaid balance and late fees, please pay the statement balance by the due date. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
[redacted] Dear [redacted]: On June 30, 2017, we received your complaint, dated June 29, 2017, filed with the Revdex.com. You claim that you were not aware of the 24-month commitment. You believed that you were only signing for the installation when you signed the electronic tablet. You established this account through [redacted], an independent retailer. Since we were unable to verify the information you were provided, we waived the $480.00 early termination fee. Additionally, as an exception, I removed the remaining balance of $75.05. 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, 2015/06/22) */
June 19, 2015
Mr. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that I would request a copy of your customer agreement for your records. Unfortunately, our local office was unable to provide me with a copy. As such, I waived your early termination fee. Additionally, I was able to locate the receiver associated with your account, so I removed the equipment from your account and waived the fee.
Your remaining balance of $79.38 is for service rendered, and we request that it be paid.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You for getting back to me. As per our phone conversation, I am willing to pay the balance of $79.38 only.
Can you please advise if it is appropriate to call customer service to take care of this matter or if I should be calling the collection agency that has put a collection on my credit file regarding this issue. Thank You
June 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com. You indicated that the monthly credit of $50.00 you were promised for 12 months is not being honored. A review of your account shows that credits totaling $30.00 were applied to your DISH Network account on April 1, 2016, for six months. When you contacted us on May 17, 2016, our representative applied an additional monthly credit of $20.00 for 12 months. Although this credit along with the existing credits totals $50.00, the $30.00 credits were not extended. Our records also show that your term commitment was waived. Please be advised that you will not be charged an early termination fee if you choose to disconnect your service. When I spoke with you by phone on June 7, 2016, I advised you that I will extend the $30.00 monthly credit for an additional six months once it ends on September 1, 2016. We strive to provide excellent service and we regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
March 24, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. [redacted]: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to inquire about services and pricing. A credit inquiry was run without your consent. You requested that this inquiry be removed from your credit report. When we spoke on March 18, 2016, I agreed to submit a request to have the inquiry removed. I received confirmation today that the request was sent to the credit bureau for removal. Please allow 45 days for the update. 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]
February 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2016, we received your correspondence, dated February 5, 2016, filed with the Revdex.com. You said you canceled your service as your local CBS station out of Ft. Myers, FL, was removed from the DISH Network channel lineup. You disputed the early termination and return shipping fees. Our records show that this matter was previously addressed by letter correspondence, dated February 8, 2016, through the Florida Attorney General’s Office. I have enclosed a copy for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] February 8, 2016 Mr. [redacted]Office of Citizen ServicesConsumer Affairs and ProtectionOffice of the Attorney GeneralState of Florida[redacted] [redacted]
*Re: Mr. [redacted] Issue Number: [redacted] Dear Mr. [redacted]: On February 8, 2016, we received your correspondence, dated February 5, 2016, regarding Mr. [redacted]. Mr. [redacted] said he canceled his service as the Fort Myers, FL, CBS channel was removed from the channel lineup. He disputed the early termination fee and return shipping fee. When I spoke with Mr. [redacted] today, I informed him that because DISH Network and the owner of CBS Fort Myers, FL had not reached a contractual agreement, the channel was removed from the channel lineup. However, an agreement was subsequently reached and the channel was restored on February 5, 2016. I advised Mr. [redacted] that he established his service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. We reveal in all our agreements that DISH Network has the right to change, add, delete or rearrange programming at any time. The DHA agreement also states that the customer agrees to bear all costs and expenses of the equipment return. I have enclosed a copy of Mr. [redacted] signed DHA agreement for your review. Since Mr. [redacted] service was disconnected prior to the promotional fulfillment date, he was billed $440.00 for an early termination fee and a $10.00 return box fee for the equipment return. We ask that the balance of $505.28 (plus tax) be paid for these fees and service rendered. We regret any inconvenience Mr. [redacted] may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] Enclosure cc: Mr. [redacted] [redacted] [redacted] [redacted] [redacted]
August 15, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 11, 12 and 15, 2016, have been unsuccessful; however, I was able to leave a...
voice message on each attempt. You said that your credit card account was charged weekly, so you contacted our customer service and asked that we remove it from your account. However, you said that after your request, your credit card account was charged $320.00. You requested a refund and removal of the current balance due. Our records reflect that we removed Credit Card AutoPay from your account when you requested on May 2, 2016. However, your credit card account is kept on file due to the fact that you lease equipment from us. Your credit card information is totally removed from our system once your account is disconnected and the leased equipment has been returned. Because your account was disconnected before you fulfilled your contract, we consider the $320.00 early termination fee to be a valid charge. Your account was restarted on August 4, 2016. The early termination fee was waived and a refund was provided on August 9, 2016. Your request for a credit of $375.16 to remove the current balance due is denied. 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 February 4, 2016, we received your complaint, dated February 3, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 4, 5 and 8, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You...
expressed concern that you didn’t receive a refund for your credit balance. A review of your account reveals that a refund has been submitted. Please allow seven to ten business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [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 ###-###-####
April 26, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 22, 2016, we received your correspondence, dated April 21, 2016, filed with the Revdex.com. You stated that you purchased DISH Network service in February 2016. You were recently notified that your landlord doesn’t allow the service at your residence. This led you to disconnect your account. An early termination fee was applied to your account. When you contacted DISH Network to ask that the fee be waived, the customer service that you encountered didn’t meet your expectations. You requested that your early termination fee be waived and you would like a refund for your last month of service. When we spoke on April 25, 2016, I agreed to waive your early termination fee and I issued a refund for your last payment of $74.74. You accepted this resolution. We strive to provide excellent service and regret that your experience was unfavorable. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. 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]
May 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 14, 2016, filed with the Revdex.com. You indicated that you have experienced intermittent technical issues with two channels (ID and HLN) for several months. You stated that although you have contacted our Technical Support Department regarding the issues, they remain unresolved. You would like a refund for the past several months, and for your early termination fee to be waived. Your service was activated on March 2, 2016, with a 24-month commitment. Please be advised that to better assist you with the reported technical issue, the issue must be occurring at the time of the call. Our records show that because the issue was not occurring when you contacted us, we asked you to call us back. The basic programming package that you subscribe to is the America’s Top 200 for $64.99 a month. The two channels listed above cost approximately $0.32 each a month. As you indicated that you have experienced issues with these channels for the past three months, I applied a $10.00 credit to your account, as a courtesy. When I spoke with you by phone today, you accepted my offer to schedule a technician visit. I advised you that if the technician is unable to resolve your issues, I am willing to waive your term commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] [redacted] [redacted]
[redacted]
[redacted]
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[redacted]
March 2, 2016 Mr. [redacted] ...
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: We are contacting you regarding your correspondence, dated February 24, 2016, filed with the Revdex.com. Based on our investigation into the concerns raised in your complaint, we have determined that DISH Network L.L.C. ("DISH”) did not contact the telephone number [redacted] DISH Network takes violations of Do Not Call laws very seriously. We take great efforts to ensure compliance with all Do Not Call laws and do not condone any violation of these laws by any entity. Further, significant resources are expended in pursuit of perpetrators of improper solicitations who may hide behind the DISH Network® trade name. However, identifying an offending solicitor is not always possible. We regret that the perpetrator’s actions have inconvenienced you in any way. 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 [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/06/26) */
June 25, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 17, 2015, we received your correspondence, dated June 16, 2015, filed...
with the Revdex.com.
You indicated that you were overcharged on your June bill. Your service was pending disconnection due to the issue and you are displeased with the increased cost of your DISH Network service. You requested that the error be corrected. You would like a refund for the overpayment, and the return shipping charges waived.
In our June 17, 2015, email correspondence you confirmed that the issue was addressed and your service was not disconnected. You were also offered monthly discounts on your service. We reviewed the billing issues. You indicated that you were promised you would not be billed until July. I offered to resolve the $50.00 account balance for June. 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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 3, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March...
3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You expressed concern regarding your monthly rate. You called in and agreed to lower your package, but you said that the channels you wanted were not in the package as you were told they would be. You requested that your rate be reduced and the channels be restored. When we spoke, you told me that you have returned to the package that carries the channels you want. I agreed to provide you with a $30.00 credit towards your current balance and a $30.00 monthly credit for the next six months. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. 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 [redacted] [redacted] [redacted] [redacted]
March 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 9, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com. You maintain that your technician installed your dish on the roof after you asked him not to. You also said that you signed the Service Agreement (SA) because the dish was already installed. DISH Network provides the SA as an indication of your approval of the placement of your dish and the quality of your installation. As we are unable to verify any instructions provided to the technician verbally, we must rely on whether the SA was signed or not. When you signed the SA, you agreed that your technician visit was to your standards and the installation was correct. As I advised you previously, if you contact us to schedule a technician visit, we will gladly relocate your dish but we are unable to remove the footplate or replace your shingles. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
January 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 20, 2016, we received your complaint, dated January 17, 2016, filed with the Revdex.com. You expressed concern with your attempts to establish DISH Network service. DISH Network monitors all sales for suspicious and potentially fraudulent activity. Our system detected that the information you provided matched two of the attributes listed on an existing DISH Network account. Although we were unable to proceed with the order initially, our records confirm that a service order was established on January 17, 2016, with an installation date of January 18, 2016, but you opted to cancel the service order. Please be advised that the previous customer’s debt is not attached to your name. When I spoke with your wife by phone on January 20, 2016, she indicated that the matter was previously resolved. We strive to provide excellent service and regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc:
Initial Business Response /* (1000, 5, 2015/05/28) */
May 21, 2015
[redacted]
PO Box XXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Better...
Business Bureau.
You stated that you contacted DISH Network to add programming. You were told that the charges would be applied to your next bill. This was not the case. You were charged $67.00 when you were expecting a charge of $60.36, which created an unexpected financial hardship. Additionally, you were informed that you would be charged a fee for the equipment return should you disconnect the service. You do not feel that the customer service representatives have provided you with correct information. You requested a credit for a full month of service.
When we spoke today, we reviewed your billing and the credits that you were provided. I explained that these changes took place the day your auto-payment was generated, causing the prorated programming charge to be included in the payment total. I also informed you that I am unable to provide you credit for a full month of service; however, I applied a $20.00 credit to 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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
March 13, 2017 [redacted]
[redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 6, 2017, we received your complaint, dated March 3, 2017, filed with the Revdex.com. You stated that on February 25, 2017, DISH Network collected a $295.01 payment without your authorization. You requested that this payment be refunded. When we spoke on March 9, 2017, I advised you that our records indicate that you called in and completed the payment using our automated phone system. You authorized the payment during that process. As the balance owed on your account was $295.01, the payment did not create a credit balance and we are unable to meet your request for a refund. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
March 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com. You said you were told that the monthly billing rate was supposed to $38.43 for six months. When we spoke today, I advised you that I will honor the price of $38.43 for six months. However, when the credit of $35.00 ends in August 2016, the regular programming price will apply. You accepted this resolution. In addition, to assist with the monthly cost you may downgrade your programming package at any time. We thank you for bringing this matter to our attention. 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] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
June 23, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On June 21, 2016, we received your complaint, dated June 19, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You maintain that you have paid the agreed-upon monthly rate of $87.00; however, you continue to incur fees. A review of your account shows that you were previously receiving a total monthly credit of $60.00. These credits ended on March 24, 2016. As a result, you began to be billed the regular monthly rate of $130.49 plus tax. Although we have received monthly payments, they have not been for the full balance due. This has caused an unpaid balance to carry over each month and late fees to be applied to your account. On April 10, 2016, a billing statement of $163.02 generated for service from April 25, 2016, through May 24, 2016. Since we did not receive a payment, the billing statement of $275.11 that generated on May 10, 2016, included the previous unpaid balance, new month’s charges and a $7.00 late fee. We received two payments totaling $172.00 on May 12 and 27, 2016. This left your account with an unpaid balance of $103.11. The billing statement of $197.13 that generated on June 10, 2016, included the previous unpaid balance of $103.11, new month’s charges and a $7.00 late fee. On June 10, 2016, we received a payment of $25.13. Because the full past-due balance of $103.11 was not paid, your service was interrupted for non-payment on June 21, 2016. On April 13, 2016, a monthly credit of $5.00 was applied to your account for six months. An additional $40.00 monthly credit was applied on May 12, 2016, for 12 months. These credits reduce your monthly rate to $86.46 (including tax). When I spoke with you by phone on June 22, 2016, I advised you that I made an exception and I applied a credit of $172.00 to your account to cover the past-due balance. I also restarted your service. Your next billing statement will generate on July 10, 2016, for service from July 25, 2016, through August 24, 2016, and it will be for one month of service. To avoid an unpaid balance and late fees, please pay the statement balance by the due date. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
This issue has been resolved. Thank you very much!
July 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear [redacted]: On June 30, 2017, we received your complaint, dated June 29, 2017, filed with the Revdex.com. You claim that you were not aware of the 24-month commitment. You believed that you were only signing for the installation when you signed the electronic tablet. You established this account through [redacted], an independent retailer. Since we were unable to verify the information you were provided, we waived the $480.00 early termination fee. Additionally, as an exception, I removed the remaining balance of $75.05. 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]
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