Initial Business Response /* (1000, 5, 2015/07/02) */
June 25, 2015
Ms. [redacted]
1267 S. Ammons St.
Lakewood, CO XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 25, 2015, we received your complaint, dated June 23, 2015, filed...
with the Revdex.com.
You expressed concern with the following issues:
DISH Pause
Billing
Equipment
Collections
You indicated that you disconnected your DISH Network service, but it was placed on DISH Pause instead. When DISH Pause expired, the service was restarted and you were billed for three months without notification. Our records reveal that this account was on DISH Pause for nine months. An email was sent to [redacted]@chipotle.com on February 6, 2015, notifying you that your service was restarted.
When I spoke with you by telephone today, I informed you that a review of your account reveals that you contacted us on May 9, 2014, to disconnect your service. A one-time $50.00 credit was previously applied to your account for programming charges. I removed the remaining charges of $272.78.
You were charged for unreturned equipment and made a payment of $306.31. The equipment fees were reversed when the equipment was returned. I submitted a refund for $306.31.
You disputed that your account was referred to collections, even as you did not receive a billing statement. We show that billing statements were mailed to the address on the account on March 4, 2015; April 4, 2015; May 4, 2015; May 15, 2015, and June 15, 2015. The account was not referred to collections until June 16, 2015. Nevertheless, I requested that the account be removed from your credit report.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Gerri Santistevan
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on May 10, 11 and 12, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you were overcharged and you requested an immediate refund. A review of your account reveals that we provided you with a $270.75 refund on May 5, 2016. 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] 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]Dear Mr. [redacted]:On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.I unsuccessfully attempted to contact you at [redacted] on January 8, 12 and 14, 2016, and I left three messages. You indicated that you contacted Windstream for bundled service with [redacted] Network, but you canceled the order for [redacted] Network and you requested a $50.00 refund.A review of this account reveals that the order was canceled and we issued a $50.00 refund on September 17, 2015. The funds were returned to the credit card account ending in [redacted].Both the charge and the debit (which cancel each other out) are shown on your Windstream bill. Therefore, no further refund is due.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations Team[redacted] Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT###-###-####cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
September 30, 2015
Mr. [redacted]
[redacted]
Jefferson City, TN XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your complaint, dated...
September 23, 2015, filed with the Revdex.com.
You indicated that your DISH Network service was on DISH Pause since 2014 and when you called to have it disconnected, you were told that you had a balance of $252.52 for programming.
When I spoke with you by telephone today, I informed you that an account can only be in DISH Pause for up to nine months. When the nine months expires, the service is automatically restarted. As an exception, I removed the charges.
This account was established under the Digital Home Advantage (DHA) 24-month agreement. Since you did not fulfill the term commitment, you were charged a $400.00 early termination fee.
During our conversation, you mentioned that you moved to a housing unit where the satellite dish is not allowed. I waived your early termination fee and there is no balance due to DISH Network.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello thanks for contacting me back I was a little confused of the charges that were removed from the current amount. If you could contact me back with the current charges I owe I would greatly appreciate it.
Initial Business Response /* (1000, 9, 2015/04/28) */
April 27, 2015
Mr. [redacted] and Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted] and Ms. [redacted]:
On April 24, 2015, we received your...
correspondence, dated April 23, 2015, filed with the Revdex.com.
You requested a refund of $120.00.
Per your request, your account was disconnected on March 17, 2015. Our records show that $120.00 was collected for the early termination fee with the qualifying credit card on April 6, 2015. On this same date, as Credit Card AutoPay (CCA) was established on your account previously, a payment in the amount of $126.36 was collected. Please note that in order to prevent a CCA payment from processing, the payment option must be removed from the account a minimum of seven days prior to the payment due date.
When we spoke on April 24, 2015, I advised you that a refund of $120.00 was applied to your credit card account ending in 8528 on April 21, 2015.
I apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's sad that I had to go through all of this and file a complaint with Revdex.com before they would issued my money back. It sure would have been a lot easier if they would not have lied about the credit and just issued the credit back to me.
I am glad that there is a Revdex.com thanks for the help
Initial Business Response /* (1000, 10, 2015/05/28) */
May 24, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 15, 2015, filed with...
the Revdex.com.
You requested a payment arrangement until May 25, 2015. In addition, you indicated that the customer service was rude.
When I spoke with you by telephone today, I informed you that a Promise-To-Pay (PTP) cannot be offered as only one PTP is available per billing cycle. We regret that you do not agree with our policy and procedures.
During our conversation today, you indicated that you were unaware of a PTP being offered previously. You said that the only thing discussed was a reduction in programming.
A review of the call on March 31, 2015, the customer service agent offered to reduce your programming and accept a payment of $4.97. You said that you would discuss it with your husband and call back. You terminated the call and called the following day to make the suggested changes and the requested payment.
Since the account was still delinquent, your service was expected to be interrupted again. A review of a call on April 29, 2015, reveals that you said you could pay your bill on the following Friday, which was May 8, 2015. A PTP was provided for May 8, 2015, to avoid service interruption and you accepted the offer.
As an exception, I provided a PTP for Monday May 25, 2015, per your request, and I restored your service. I waived the $9.00 PTP fee. To avoid further interruption, please remit payment for the current amount due, which is $148.76, with the past-due balance of $117.80.
I also applied an adjustment of $14.41for the eleven days that your service was interrupted and, as a courtesy, I applied a total of $21.00 in credit for three late fees.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
([redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted]
[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 Ms. [redacted]: On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You said you were advised that your credit card account would not be debited until your service was installed and activated. You cancelled your installation but were charged, and you requested a refund. When we spoke, I advised you that your refund was sent to your bank account on December 21, 2015. A review of your sales call revealed that you were advised your credit card account would be debited during the call in order to secure installation. 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] Tell us why here...
Dear [redacted]: On November 18, 2016, we received your complaint, dated November 17, 2016, filed with the Revdex.com. You stated that you received a collection letter indicating that you owed DISH Network $1,304.50. You have never been a DISH Network customer and you requested that this matter be resolved. When we spoke today, you confirmed that you received the Identity Theft Affidavit and instructions I provided. We discussed the process and you indicated that you would complete the paperwork required to begin an identity theft investigation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...August 26, 2016 Dear Ms. [redacted]: On August 18, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 23, 25 and 26, 2016, have been unsuccessful; however, I was able to leave...
a voice message on each attempt. You said that when you agreed to an equipment upgrade with a two-year contract, you did so with the understanding that your monthly rate would be $73.93 for the contract period. However, you said that you have been billed more then what you were quoted and you would like us to honor the rate or release you from your contract. We will grant your request and release you from your contract. You may disconnect your account at any time without penalty. 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 ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Complaint: [redacted]
I am rejecting this response because: There ads are very misleading my credit is very good never had to pay any upfront fees till this they want us to pay a fee for a leased receiver I taked to there CS and so far the CR has been with the company for a year and have only given out 5 receivers at no cost this to me is bad advertising and just want you money for nothing I will never ever us there service for this and I warn anyone thinking of it be prepared to pay a fee on a leased receiver. Go to [redacted] no fees for good credit no misleading ads.
Initial Business Response /* (1000, 5, 2015/08/26) */
August 11, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear[redacted]:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed...
with the Revdex.com.
You said you were advised that your early termination fee would be waived if your service could not be installed.
When we spoke, I informed you that I reviewed your calls to DISH Network and I was unable to find an instance when you were advised that your early termination fee would be waived. Please note that installation restrictions by your landlord are not under DISH Network's control and as such, your early termination fee is valid. Nevertheless, as a courtesy, I waived your early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 19, 2018 Ms. [redacted] 234 Plantation Creek Rd. Fortson, GA 31808 Re: Revdex.com Complaint # [redacted] 3606552 Dear Ms. [redacted]: On February 13, 2018, we received your rebuttal, dated February 8, 2018, filed with the Revdex.com. You said you provided documents on January 26, 2018, and you requested an update. Your documents were previously forwarded to the appropriate personnel for further review. When I receive an update, I will contact you directly. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: First they have a recording of my original conversation clearing indicating the waiver of 24 months. One rep told me they had the record. After they discovered I was canceling service I'm told unfortunately they could not find. Second: My original contract expired in 2015. When the order was placed in my home in 2016 there was no contract to extend. An expired contract does not exist. I was on month to month. Third they have never sent me a agreement signed by myself agreeing to a new contract. One does not exist.
Sincerely,
June 30, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On June 29, 2016, we received your correspondence, dated June 27, 2016, filed with the Revdex.com. Our records reveal that this matter was previously addressed by letter correspondence through the Federal Communications Commission on June 30, 2016. I enclosed a copy of this letter 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 June 30, 2016 Mr. [redacted] Re: FCC Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On June 29, 2016, we received your correspondence dated June 27, 2016, filed with the Federal Communications Commission. You said that you were told you had a 15-day trial period during which you could cancel your DISH Network service without a penalty. Ms. [redacted] (the account holder) established her account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Dish One, an independent retailer. Please note that we do not offer a trial period. When I spoke with Ms. [redacted] on June 29, 2016, I advised her that I waived the early termination fee. Per her request, the account was disconnected. She agreed to return the leased equipment to DISH Network. A return box and label were sent to her address by UPS. 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
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.
After more than nine months the business sent me a check of $ 16.72 in satisfaction to my claim.
Sincerely,
[redacted]
December 17, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com.
You maintain that your billing statements from DISH Network were inconsistent and you were never charged the amount you were quoted at the time of sale. You said that your phone, internet and television service were unbundled without your request and you cancelled your phone and internet as a result. You indicated that when the unbundled balance was transferred to your television account, you decided to cancel the account. You disputed the early termination fee and remaining balance.
A review of our records reveals that your account was unbundled due to a system error which resulted in you receiving one bill for phone and internet service and a second bill for television service. When you cancelled the internet service, you were charged an early termination fee because you did not complete the 24-month commitment. The fee and remaining balance for phone and internet service was transferred to your television account. When you cancelled your television account, you were charged an early termination fee that was associated with that service's 24-month commitment.
When we spoke today, I advised you that I would waive both early termination fees and all remaining charges for phone, internet and television services. Your account now has a zero balance.
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. 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]
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
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Holiday
Dear Ms. [redacted]: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.com. You asked that DISH Network change your final bill to reflect that you requested your account disconnection. Additionally, you were displeased that the unpaid...
account balance was sent to collections. You requested a corrected bill and an apology. Our records indicate that this issue was addressed by Mr. [redacted], a DISH Network Customer Resolution Specialist, today. According to our records, your account disconnection was voluntary and took effect November 11, 2015. Our bills to not include the status of an account disconnection. A bill was generated on November 11, 2015, for the $76.19 balance owed on your account. Additional billing was generated on December 11, 2015, and again on December 24, 2015, before your account was sent to collections. Payment was received on January 7, 2016, to resolve the account balance. I have enclosed a copy of the bills for your records. Unfortunately, the collection is valid and cannot be reversed. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/11/23) */
November 18, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your correspondence, dated November 16,...
2015, filed with the Revdex.com.
You said you have had only one HD DVR 722 model receiver active. You disputed the unreturned equipment fee for a VIP 612 model receiver. However, you indicated that you signed the service agreement showing that both receivers were installed. You also maintain you were billed in error for receiver fees.
When we spoke today, I informed you that I made an exception and the unreturned equipment fees of $215.07 were reversed. As of November 18, 2015, your DISH Network account is at a zero balance.
I also advised you that we have no record of a billing dispute for the receiver fees until we received this correspondence; therefore, we are unable to provide credit for the receiver fees. 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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com: Although there were complaints from me even after the tech visit, AND the agreed upon amount was debited from my account without my consent, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is (with reservations) satisfactory to me.
If any more money is debited from my account, I will reopen this complaint.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/02) */
June 25, 2015
Ms. [redacted]
1267 S. Ammons St.
Lakewood, CO XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 25, 2015, we received your complaint, dated June 23, 2015, filed...
with the Revdex.com.
You expressed concern with the following issues:
DISH Pause
Billing
Equipment
Collections
You indicated that you disconnected your DISH Network service, but it was placed on DISH Pause instead. When DISH Pause expired, the service was restarted and you were billed for three months without notification. Our records reveal that this account was on DISH Pause for nine months. An email was sent to [redacted]@chipotle.com on February 6, 2015, notifying you that your service was restarted.
When I spoke with you by telephone today, I informed you that a review of your account reveals that you contacted us on May 9, 2014, to disconnect your service. A one-time $50.00 credit was previously applied to your account for programming charges. I removed the remaining charges of $272.78.
You were charged for unreturned equipment and made a payment of $306.31. The equipment fees were reversed when the equipment was returned. I submitted a refund for $306.31.
You disputed that your account was referred to collections, even as you did not receive a billing statement. We show that billing statements were mailed to the address on the account on March 4, 2015; April 4, 2015; May 4, 2015; May 15, 2015, and June 15, 2015. The account was not referred to collections until June 16, 2015. Nevertheless, I requested that the account be removed from your credit report.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Gerri Santistevan
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint Response Date bumped because: Holiday
May 12, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 6, 2016, filed with the Revdex.com. My attempts to reach you by phone on May 10, 11 and 12, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that you were overcharged and you requested an immediate refund. A review of your account reveals that we provided you with a $270.75 refund on May 5, 2016. 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] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
...
[redacted]Dear Mr. [redacted]:On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.I unsuccessfully attempted to contact you at [redacted] on January 8, 12 and 14, 2016, and I left three messages. You indicated that you contacted Windstream for bundled service with [redacted] Network, but you canceled the order for [redacted] Network and you requested a $50.00 refund.A review of this account reveals that the order was canceled and we issued a $50.00 refund on September 17, 2015. The funds were returned to the credit card account ending in [redacted].Both the charge and the debit (which cancel each other out) are shown on your Windstream bill. Therefore, no further refund is due.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations Team[redacted] Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT###-###-####cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
September 30, 2015
Mr. [redacted]
[redacted]
Jefferson City, TN XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your complaint, dated...
September 23, 2015, filed with the Revdex.com.
You indicated that your DISH Network service was on DISH Pause since 2014 and when you called to have it disconnected, you were told that you had a balance of $252.52 for programming.
When I spoke with you by telephone today, I informed you that an account can only be in DISH Pause for up to nine months. When the nine months expires, the service is automatically restarted. As an exception, I removed the charges.
This account was established under the Digital Home Advantage (DHA) 24-month agreement. Since you did not fulfill the term commitment, you were charged a $400.00 early termination fee.
During our conversation, you mentioned that you moved to a housing unit where the satellite dish is not allowed. I waived your early termination fee and there is no balance due to DISH Network.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello thanks for contacting me back I was a little confused of the charges that were removed from the current amount. If you could contact me back with the current charges I owe I would greatly appreciate it.
Initial Business Response /* (1000, 9, 2015/04/28) */
April 27, 2015
Mr. [redacted] and Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted] and Ms. [redacted]:
On April 24, 2015, we received your...
correspondence, dated April 23, 2015, filed with the Revdex.com.
You requested a refund of $120.00.
Per your request, your account was disconnected on March 17, 2015. Our records show that $120.00 was collected for the early termination fee with the qualifying credit card on April 6, 2015. On this same date, as Credit Card AutoPay (CCA) was established on your account previously, a payment in the amount of $126.36 was collected. Please note that in order to prevent a CCA payment from processing, the payment option must be removed from the account a minimum of seven days prior to the payment due date.
When we spoke on April 24, 2015, I advised you that a refund of $120.00 was applied to your credit card account ending in 8528 on April 21, 2015.
I apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's sad that I had to go through all of this and file a complaint with Revdex.com before they would issued my money back. It sure would have been a lot easier if they would not have lied about the credit and just issued the credit back to me.
I am glad that there is a Revdex.com thanks for the help
Initial Business Response /* (1000, 10, 2015/05/28) */
May 24, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 15, 2015, filed with...
the Revdex.com.
You requested a payment arrangement until May 25, 2015. In addition, you indicated that the customer service was rude.
When I spoke with you by telephone today, I informed you that a Promise-To-Pay (PTP) cannot be offered as only one PTP is available per billing cycle. We regret that you do not agree with our policy and procedures.
During our conversation today, you indicated that you were unaware of a PTP being offered previously. You said that the only thing discussed was a reduction in programming.
A review of the call on March 31, 2015, the customer service agent offered to reduce your programming and accept a payment of $4.97. You said that you would discuss it with your husband and call back. You terminated the call and called the following day to make the suggested changes and the requested payment.
Since the account was still delinquent, your service was expected to be interrupted again. A review of a call on April 29, 2015, reveals that you said you could pay your bill on the following Friday, which was May 8, 2015. A PTP was provided for May 8, 2015, to avoid service interruption and you accepted the offer.
As an exception, I provided a PTP for Monday May 25, 2015, per your request, and I restored your service. I waived the $9.00 PTP fee. To avoid further interruption, please remit payment for the current amount due, which is $148.76, with the past-due balance of $117.80.
I also applied an adjustment of $14.41for the eleven days that your service was interrupted and, as a courtesy, I applied a total of $21.00 in credit for three late fees.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
([redacted]
cc: [redacted] / Boulder Revdex.com
[redacted] St.
[redacted]
[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]
December 28, 2015 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You said you were advised that your credit card account would not be debited until your service was installed and activated. You cancelled your installation but were charged, and you requested a refund. When we spoke, I advised you that your refund was sent to your bank account on December 21, 2015. A review of your sales call revealed that you were advised your credit card account would be debited during the call in order to secure installation. 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] Tell us why here...
November 22, 2016 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear [redacted]: On November 18, 2016, we received your complaint, dated November 17, 2016, filed with the Revdex.com. You stated that you received a collection letter indicating that you owed DISH Network $1,304.50. You have never been a DISH Network customer and you requested that this matter be resolved. When we spoke today, you confirmed that you received the Identity Theft Affidavit and instructions I provided. We discussed the process and you indicated that you would complete the paperwork required to begin an identity theft investigation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted] DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...August 26, 2016 Dear Ms. [redacted]: On August 18, 2016, we received your complaint, dated August 16, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 23, 25 and 26, 2016, have been unsuccessful; however, I was able to leave...
a voice message on each attempt. You said that when you agreed to an equipment upgrade with a two-year contract, you did so with the understanding that your monthly rate would be $73.93 for the contract period. However, you said that you have been billed more then what you were quoted and you would like us to honor the rate or release you from your contract. We will grant your request and release you from your contract. You may disconnect your account at any time without penalty. 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 ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Complaint: [redacted]
I am rejecting this response because: There ads are very misleading my credit is very good never had to pay any upfront fees till this they want us to pay a fee for a leased receiver I taked to there CS and so far the CR has been with the company for a year and have only given out 5 receivers at no cost this to me is bad advertising and just want you money for nothing I will never ever us there service for this and I warn anyone thinking of it be prepared to pay a fee on a leased receiver. Go to [redacted] no fees for good credit no misleading ads.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/26) */
August 11, 2015
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear[redacted]:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed...
with the Revdex.com.
You said you were advised that your early termination fee would be waived if your service could not be installed.
When we spoke, I informed you that I reviewed your calls to DISH Network and I was unable to find an instance when you were advised that your early termination fee would be waived. Please note that installation restrictions by your landlord are not under DISH Network's control and as such, your early termination fee is valid. Nevertheless, as a courtesy, I waived your early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 19, 2018 Ms. [redacted] 234 Plantation Creek Rd. Fortson, GA 31808 Re: Revdex.com Complaint # [redacted] 3606552 Dear Ms. [redacted]: On February 13, 2018, we received your rebuttal, dated February 8, 2018, filed with the Revdex.com. You said you provided documents on January 26, 2018, and you requested an update. Your documents were previously forwarded to the appropriate personnel for further review. When I receive an update, I will contact you directly. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: First they have a recording of my original conversation clearing indicating the waiver of 24 months. One rep told me they had the record. After they discovered I was canceling service I'm told unfortunately they could not find. Second: My original contract expired in 2015. When the order was placed in my home in 2016 there was no contract to extend. An expired contract does not exist. I was on month to month. Third they have never sent me a agreement signed by myself agreeing to a new contract. One does not exist.
Sincerely,
June 30, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On June 29, 2016, we received your correspondence, dated June 27, 2016, filed with the Revdex.com. Our records reveal that this matter was previously addressed by letter correspondence through the Federal Communications Commission on June 30, 2016. I enclosed a copy of this letter 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 June 30, 2016 Mr. [redacted] Re: FCC Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On June 29, 2016, we received your correspondence dated June 27, 2016, filed with the Federal Communications Commission. You said that you were told you had a 15-day trial period during which you could cancel your DISH Network service without a penalty. Ms. [redacted] (the account holder) established her account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Dish One, an independent retailer. Please note that we do not offer a trial period. When I spoke with Ms. [redacted] on June 29, 2016, I advised her that I waived the early termination fee. Per her request, the account was disconnected. She agreed to return the leased equipment to DISH Network. A return box and label were sent to her address by UPS. 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
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.
After more than nine months the business sent me a check of $ 16.72 in satisfaction to my claim.
Sincerely,
[redacted]
December 17, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with...
the Revdex.com.
You maintain that your billing statements from DISH Network were inconsistent and you were never charged the amount you were quoted at the time of sale. You said that your phone, internet and television service were unbundled without your request and you cancelled your phone and internet as a result. You indicated that when the unbundled balance was transferred to your television account, you decided to cancel the account. You disputed the early termination fee and remaining balance.
A review of our records reveals that your account was unbundled due to a system error which resulted in you receiving one bill for phone and internet service and a second bill for television service. When you cancelled the internet service, you were charged an early termination fee because you did not complete the 24-month commitment. The fee and remaining balance for phone and internet service was transferred to your television account. When you cancelled your television account, you were charged an early termination fee that was associated with that service's 24-month commitment.
When we spoke today, I advised you that I would waive both early termination fees and all remaining charges for phone, internet and television services. Your account now has a zero balance.
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. 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]
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
[redacted]
[redacted]
[redacted]
Complaint Response Date bumped because: Holiday
Dear Ms. [redacted]: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.com. You asked that DISH Network change your final bill to reflect that you requested your account disconnection. Additionally, you were displeased that the unpaid...
account balance was sent to collections. You requested a corrected bill and an apology. Our records indicate that this issue was addressed by Mr. [redacted], a DISH Network Customer Resolution Specialist, today. According to our records, your account disconnection was voluntary and took effect November 11, 2015. Our bills to not include the status of an account disconnection. A bill was generated on November 11, 2015, for the $76.19 balance owed on your account. Additional billing was generated on December 11, 2015, and again on December 24, 2015, before your account was sent to collections. Payment was received on January 7, 2016, to resolve the account balance. I have enclosed a copy of the bills for your records. Unfortunately, the collection is valid and cannot be reversed. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 4, 2015/11/23) */
November 18, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your correspondence, dated November 16,...
2015, filed with the Revdex.com.
You said you have had only one HD DVR 722 model receiver active. You disputed the unreturned equipment fee for a VIP 612 model receiver. However, you indicated that you signed the service agreement showing that both receivers were installed. You also maintain you were billed in error for receiver fees.
When we spoke today, I informed you that I made an exception and the unreturned equipment fees of $215.07 were reversed. As of November 18, 2015, your DISH Network account is at a zero balance.
I also advised you that we have no record of a billing dispute for the receiver fees until we received this correspondence; therefore, we are unable to provide credit for the receiver fees. 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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com: Although there were complaints from me even after the tech visit, AND the agreed upon amount was debited from my account without my consent, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is (with reservations) satisfactory to me.
If any more money is debited from my account, I will reopen this complaint.
Sincerely,
[redacted]