(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a copy of the contract that they have on file as requested. I spent six weeks in argument with Dish and in that time I received more than one response to my question of what my bill should be. I would still like to see the contract that they have on file for this account. Thank you
July 7, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 21, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that DISH Network refused to exchange your equipment because you have only reported technical issues two times. I attempted to contact you at the number listed on your DISH Network account and I left various voicemails. I will be more than happy to exchange your equipment if it is warranted. Please contact me directly at [redacted] at your earliest convenience so we can troubleshoot your issue and if need be, schedule an equipment exchange. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT [redacted]
August 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com. You expressed concern with the balance on your DISH Network account. You maintain that you contacted us the same day your service was installed because you were unhappy with the picture quality. You also stated that you were told you could cancel without penalty. You would like the balance removed from your account. Your DISH Network service was initiated on March 11, 2017, with a 24-month commitment. When you contacted us on March 12, 2017, regarding your concerns with your picture, our agent offered to upgrade your equipment. The upgrade was completed on March 13, 2017. Your service was disconnected on April 13, 2017. Since your term commitment was not fulfilled, an early termination fee of $460.00 was applied to your account. On April 21, 2017, we received a payment of $200.00. This reduced your balance to $317.26. When I spoke with you by phone on August 9, 2017, I advised you that I made an exception and reversed the balance on your account, leaving a zero balance. We appreciate that you brought your customer service and installation 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] [redacted]
[redacted] 8[redacted]###-###-####878 Dear Ms. [redacted]: On December 20, 2017, we received your complaint, dated December 19, 2017, filed with the Revdex.com. You said that you were charged for unreturned equipment and you did not receive a refund after you returned your leased receivers. I attempted to reach you at ###-###-#### on December 27, 28 and 29, 2017. Each call was terminated without the option to leave a voicemail. I also emailed you at [redacted]@yahoo.com. Our records indicate that you contacted us on August 15, 2017, and requested to remove three receivers from your account. Due to a system issue, boxes were not immediately sent. A return kit was sent to you on August 31, 2017, and delivered on September 1, 2017, per UPS tracking numbers [redacted]4 and [redacted]3. You contacted us again on November 24, 2017, about the unreturned equipment fees applied to your account and you requested a refund. As the agent explained, we are unable to provide a refund until the equipment is received. Boxes were sent to you again and they were delivered on November 29, 2017. You disputed the unreturned equipment charges through your financial institution and $382.77 was returned to your bank account on December 4, 2017. As your payment was removed, your account was disconnected due to nonpayment on December 5, 2017. When we received your leased receivers on December 12, 2017, your account was restarted and the unreturned equipment fees were reversed. Please note that the $382.77 was never returned to DISH Network. As we never received those funds back, we are unable to provide a refund for this issue. Additionally, as the fees were debited in compliance with your customer agreement because your leased equipment was not returned in a timely manner, we are unable to provide reimbursement for non-sufficient funds fees. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On March 4, 2016, we received your rebuttal, dated March 3, 2016, filed with the Revdex.com. You said you are not the account holder and maintain you did not authorize your credit card to be debited. You also said you are receiving collection calls for the amount that was previously collected. I attempted to reach you at [redacted] on March 4, 7 and 8, 2016. I left three voice messages. Mr. [redacted] is listed as the account holder and you’re listed as an authorized user. The credit card ending in [redacted] was provided for qualification purposes at the time of sale. This is the same credit card used to collect the payment for the early termination fee on February 19, 2016. On February 11, 2016, your account was sent to collections for the amount due of $463.09. This balance includes the early termination and equipment return fees and charges for programming rendered. Because you disputed the payment of $340.00, the funds were returned to your financial institution on February 26, 2016. As a result, the amount now due is $ 463.09. I regret any confusion. I requested that the collection agency cease contact with you. When the balance of $463.09 is paid in full, I will also request that this information be removed from the credit bureaus. 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] [redacted]
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.com. You said that you did not give permission to have DISH Network service installed at your rental property. When we spoke, I explained that, as DISH Network is not able...
to research the ownership of each property, we require the customer setting up service to either have the authority or permission to install our service. As your tenant signed that she has this authority or permission, DISH Network relied on her statement and installed our service in good faith. While we sincerely regret any inconvenience this issue may have caused, we request that you speak with your tenant concerning this issue and have her call us for any changes to the installation. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/08/07) */
July 22, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 21, 2015, we received your complaint, dated July 17, 2015, filed with the...
Revdex.com.
You indicated that you acquired your DISH Network service through a door-to-door sales representative who told you there was no commitment. He also did not tell you that you were signing a 24-month agreement and you were unaware of the early termination fee when you chose to disconnect the service.
When I spoke with you by telephone today, I informed you that your account was established by Dish One. As an exception, I removed the $240.00 early termination fee and the $10.00 box return fee. I submitted a refund for $63.87, since you had a credit balance left from your last payment. There is no balance due to DISH Network.
Please return the Hopper and Joey receivers and remotes to avoid unreturned equipment fees.
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]
September 9, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 27, 2016, filed with the Revdex.com. You said you were told that you had a 30-day trial period in which to cancel without penalty. You expressed...
concern regarding ongoing technical issues and you would like to cancel your account without penalty. When we spoke by phone, I explained that you set up your DISH Network account through Alternative Entertainment INC (###-###-####), a retailer of ours. I sent your complaint to them and they provided a response. They indicated that you were told that your HughesNet service carried a 30-day trial period. We also discussed the technical issues you have been experiencing and I agreed to release you from your contract. I told you that you can cancel your account at any time without penalty. 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 ###-###-####
Ms. Speed: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You stated that you recently purchased DISH Network service. You received a reminder call prior to your service installation. The message offered you a $20.00 credit if your technician was late arriving for your installation. Your technician was delayed in completing your installation. You were displeased with the quality of the installation, and you experienced signal loss. Additionally, when you contacted DISH Network to obtain the $20.00 credit, the offer was disputed. This led you to disconnect your account. You requested that your early termination fee be waived, and you would like your $50.00 activation fee refunded. When we spoke today, I apologized for your experience. As a courtesy, I offered to waive your early termination fee and refund your $50.00 payment. You accepted this resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted]
[redacted]Tell us why here...
July 5, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 5, 2016, we received your rebuttal, dated July 5, 2016, filed with the Revdex.com. You disagreed with my previous response and you expressed concern with the customer service you received. It is not my intent to add to your frustration. Please note that when an agreement is reached with Tribune Broadcasting Company, the channels will be restored on our programming lineup. 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]
Dear Mr. [redacted]: On April 14, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You said that you were not receiving monthly credits that were promised to you on March 31, 2016. I attempted to reach you at ###-###-#### on April 15, 18 and 19, 2016, and...
I left three voicemails. In my last message, I explained that I reviewed the calls made to DISH Network on March 27, 2016, and found that you were offered a monthly $10.00 credit for six months. As the previous monthly $40.00 credit had not ended at that point, the agent quoted you a current price of $81.60, but an extension of the $40.00 credit was not offered. Please note that at no point did the agent state that they were in fear of losing their job. There were no calls associated with your account on March 31, 2016. Our records indicate that you are currently receiving HBO and Cinemax free for three months, as offered. As you are receiving all credits offered, and as you have received adjustments consistently each month since the installation, we are unable to provide any further credits. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 13, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your rebuttal, dated January 6, 2016, filed with the Revdex.com. You maintain that you did not receive the local channels that you requested. You also stated that you were not able to review your sales call. I contacted our team that works with independent retailers and they verified that DISH Network has no control over retailers’ policies or procedures. The team did send a request to National Satellite Systems to request that they allow you to review your sales call but, once again, we cannot make them do so or provide a copy of the call ourselves. Please contact National Satellite Systems to request to review your sales call. You also expressed concern about how your customer agreement was presented to you. Please note that the tablet you signed had a full copy of your Digital Home Advantage agreement for you to review by scanning up. You were also sent a sales confirmation email that provided pertinent information about your account, as well as links to our customer agreements online at DISH.com/legal. 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. [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 6, 2015
Mr. [redacted] E. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You maintain that you cancelled your internet service with DISH Network due to ongoing service issues; however, you were charged an early termination fee. You said that DISH Network did not uphold its agreement to provide you with internet service and you received poor customer service when you called for assistance. You requested that the fee be waived.
When we spoke today, I advised you that our records reveal that DISH Network was supplying you with the internet service you requested; however, there was a technical issue caused by your computer. As such, we consider the early termination fee to be valid, but I will waive the fee since you intend to retain your DISH Network TV service.
We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 23, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 16, 2018, we received your rebuttal, dated March 16, 2018, filed with the Revdex.com. You disagreed with the term commitment for the DISH’n It Up (DIU) equipment upgrade and mentioned your dissatisfaction with your current equipment. You requested a refund for the DISH Protect Silver plan and to receive programming credits. I regret that we were previously unable to speak directly. It is not my intent to add to your frustration. When we corresponded by email and spoke by phone today, I scheduled a free DIU Hopper 3 equipment upgrade with no term commitment for March 24, 2018, between the hours of 12:00 pm and 5:00 pm. I also applied a monthly credit of $10.00 for six months to your account. Please note that our technical support agents are available to troubleshoot with our customers and if necessary, they will replace equipment or schedule a technician visit at the applicable price. We have no record that you reported any ongoing technical concerns. As previously explained, the DISH Protect Silver plan provides a discount for the technician visit and covers the shipping cost for replacement equipment. We are unable to honor your refund request; however, you may remove this plan from your account at any time. We appreciate your feedback and I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/10) */
June 9, 2015
Ms. [redacted]
7171 Chestnut Church Rd.
Mechanicsville, VA 23116
Re: Revdex.com Complaint # 75256869
8255909735342781-3497926
Dear Ms. [redacted]:
On June 3, 2015, we received your complaint, dated June 2, 2015, filed...
with the Revdex.com.
You said that our Corporate Field Resolutions (CFR) Team advised you that DISH Network would not take care of your damage claim. You requested that DISH Network replace your door and include labor in the settlement.
I attempted to reach you at (804) 912-8922 on June 5, 8, and 9, 2015. I was unable to leave a message because your voice mailbox was full.
I contacted CFR and they advised me that as your claim is being settled by the technician's insurance company, they do not handle your claim. As such, DISH Network is not able to supplement your settlement. If you wish to dispute the amount of your settlement, please contact the insurance company directly.
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 (720) 514-7312.
Sincerely,
Dave Simons
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(720) 514-7312
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
February 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 31, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You indicated that you experienced ongoing technical issues and when a technician visit was offered, the call was lost and no one called you back to schedule it. Therefore, you disconnected your service and requested that the early termination fee be waived. You expressed concern that you were charged for an additional month of service. You also mention that obsolete equipment was installed. When I spoke with you by telephone today, I advised you that when calling DISH Network, it is to an inbound call center and the agents cannot call out. You did not call us back to complete the scheduling of the technician visit. Although there were no ongoing technical issues reported, I reversed the $460.00 early termination fee as an exception. Since the call was lost on January 5, 2018, and you were billed for service to February 4, 2018, I also reversed those service charges of $84.91. Because your leased equipment is now obsolete and you received an email indicating that it did not need to be returned, I removed it from your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]I have sent the completed requested identity theft packet on 9/22nd to [email protected]
attention to [redacted], Dispute Resolution Specialist, Executive Escalations TeamI left a voicemail requesting confirmation of the e-mail on Thursday, 9/22ndI have not received any confirmation backI have left a second voicemail on 9/23rd on the telephone numbers listed belowI spoke GC Services and they are awaiting contact from Dish NetworkDISH Network, L.L.C
Phone Hours: Monday – Friday, 6:am to 2:
pm MST
[redacted]
Dispute
Resolution Specialist
Executive
Escalations Team
Hours:Monday–Friday
2:pm to 11:pm MST
E-Mail:
[redacted]
Phone
###-###-#### Shelley Antrillo
Mail:
ID Theft Verification Team
PO Box
Littleton, CO
cc:
Denver / Boulder RevDex.com
EFlorida Avenue, Suite
Denver, CO
[redacted]
Sincerely,
[redacted]
May 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 17, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. My attempts to reach you by phone on May 18, 19 and 20, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network reported an account on your credit report that is not yours. You said that you have never had our service. In order to have your information removed from this account, you will need to file for ID theft with DISH Network. Please contact the Federal Trade Commission (FTC) to obtain an Identity Theft Affidavit by visiting their website http://www.ftc.gov/opa/2002/02/idtheft.shtm or by calling 1-877-IDTHEFT (1-877-438-4338). We suggest that you contact one or all three major credit bureaus to place a fraud alert on your credit file: Equifax PO Box 740256 Atlanta, GA 30374 (800)-685-1111 www.equifax.com Experian PO Box 2002 Allen, TX 75013 (888) 397-3742 www.experian.com TransUnion LLC PO Box 2000 Chester, PA 19022 (800) 888-4213 www.transunion.com To open an identity theft claim, you will need to send the following documentation to the DISH Network ID Theft Team: o Completed FTC Identity Theft Affidavit (must be signed and your full Social Security Number included) o Police Report o Copy of Driver’s License or Government Issued ID Card (front and back) o A phone number you may be reached at o Your email address (if applicable) The DISH Network ID Theft Team will not start the investigation process until all required documentation is received. Phone 720-514-8568 Fax 720-514-7440 Email [email protected] Mail DISH Network Attention: ID Theft Team PO Box 9040 Littleton, CO 80120 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]
Initial Business Response /* ([redacted], *, 2[redacted]/**/2*) */
*ay **, 2[redacted]
*r. [redacted], Apt. *
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear *r. [redacted]:
On *ay *2, 2[redacted], we received your complaint, dated *ay **, 2[redacted], filed...
with the Revdex.com.
You indicated that you fell behind in your payment due to unforeseen circumstances and that charges were not removed for the days that the service was interrupted.
When I spoke with you by telephone today, I agreed to remove the current balance of $[redacted].2* for the time that you were without service, and to assist you.
Additionally, because you have been a loyal customer since 2[redacted], I provided a monthly $**.** credit for *2 months.
Your billing cycles on the 2*th of each month and is due on the **th of the following month. You have the option to change your due date.
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: *onday through Friday *:** am to *:** pm *DT
([redacted]
cc: Denver / Boulder Revdex.com
**2* Cherokee St.
Denver, CO **2**
[redacted]
Initial Consumer Rebuttal /* (2[redacted], *, 2[redacted]/**/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
DISH response was timely and they offered a reconciliation that is very satisfactory.
February 27, 2018 Mrs. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mrs. [redacted]: On February 23, 2018, we received your correspondence, dated February 22, 2018, filed with the Revdex.com. You said that when you established your service in Florida, you told our agent that this was a temporarily home, as you will be moving to Athens, Greece and you do not want to be placed under a commitment. You indicated that you were not advised of the term commitment and you disputed the early termination fee. In addition, you provided feedback regarding your customer service experience. When I spoke with your daughter [redacted] today, I informed her that you had established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I reviewed your sales call from August 15, 2017. I found that you were provided with full disclosure for the DHA promotional terms, to which you agreed. During the call, the agent also explained that the account holder must sign the DHA agreement during the installation. There was no mention that this was a temporary address or that you would be moving. While I was talking to [redacted], she called you on another line and placed the call on speaker. I then advised both of you of our findings, but you disagreed and you requested to hear the recorded sales call. To listen to this call, please submit a subpoena to: DISH Network LLC Attn: Subpoena Request PO Box 6655 Englewood, CO 80155 You may also fax it to (720) 514-6359. 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]
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received a copy of the contract that they have on file as requested. I spent six weeks in argument with Dish and in that time I received more than one response to my question of what my bill should be. I would still like to see the contract that they have on file for this account. Thank you
July 7, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 21, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that DISH Network refused to exchange your equipment because you have only reported technical issues two times. I attempted to contact you at the number listed on your DISH Network account and I left various voicemails. I will be more than happy to exchange your equipment if it is warranted. Please contact me directly at [redacted] at your earliest convenience so we can troubleshoot your issue and if need be, schedule an equipment exchange. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT [redacted]
August 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On August 7, 2017, we received your complaint, dated August 5, 2017, filed with the Revdex.com. You expressed concern with the balance on your DISH Network account. You maintain that you contacted us the same day your service was installed because you were unhappy with the picture quality. You also stated that you were told you could cancel without penalty. You would like the balance removed from your account. Your DISH Network service was initiated on March 11, 2017, with a 24-month commitment. When you contacted us on March 12, 2017, regarding your concerns with your picture, our agent offered to upgrade your equipment. The upgrade was completed on March 13, 2017. Your service was disconnected on April 13, 2017. Since your term commitment was not fulfilled, an early termination fee of $460.00 was applied to your account. On April 21, 2017, we received a payment of $200.00. This reduced your balance to $317.26. When I spoke with you by phone on August 9, 2017, I advised you that I made an exception and reversed the balance on your account, leaving a zero balance. We appreciate that you brought your customer service and installation 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] [redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted]
[redacted]
Tell us why here...December 29, 2017 Ms. [redacted] Re: Revdex.com Complaint #...
[redacted] 8[redacted]###-###-####878 Dear Ms. [redacted]: On December 20, 2017, we received your complaint, dated December 19, 2017, filed with the Revdex.com. You said that you were charged for unreturned equipment and you did not receive a refund after you returned your leased receivers. I attempted to reach you at ###-###-#### on December 27, 28 and 29, 2017. Each call was terminated without the option to leave a voicemail. I also emailed you at [redacted]@yahoo.com. Our records indicate that you contacted us on August 15, 2017, and requested to remove three receivers from your account. Due to a system issue, boxes were not immediately sent. A return kit was sent to you on August 31, 2017, and delivered on September 1, 2017, per UPS tracking numbers [redacted]4 and [redacted]3. You contacted us again on November 24, 2017, about the unreturned equipment fees applied to your account and you requested a refund. As the agent explained, we are unable to provide a refund until the equipment is received. Boxes were sent to you again and they were delivered on November 29, 2017. You disputed the unreturned equipment charges through your financial institution and $382.77 was returned to your bank account on December 4, 2017. As your payment was removed, your account was disconnected due to nonpayment on December 5, 2017. When we received your leased receivers on December 12, 2017, your account was restarted and the unreturned equipment fees were reversed. Please note that the $382.77 was never returned to DISH Network. As we never received those funds back, we are unable to provide a refund for this issue. Additionally, as the fees were debited in compliance with your customer agreement because your leased equipment was not returned in a timely manner, we are unable to provide reimbursement for non-sufficient funds fees. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On March 4, 2016, we received your rebuttal, dated March 3, 2016, filed with the Revdex.com. You said you are not the account holder and maintain you did not authorize your credit card to be debited. You also said you are receiving collection calls for the amount that was previously collected. I attempted to reach you at [redacted] on March 4, 7 and 8, 2016. I left three voice messages. Mr. [redacted] is listed as the account holder and you’re listed as an authorized user. The credit card ending in [redacted] was provided for qualification purposes at the time of sale. This is the same credit card used to collect the payment for the early termination fee on February 19, 2016. On February 11, 2016, your account was sent to collections for the amount due of $463.09. This balance includes the early termination and equipment return fees and charges for programming rendered. Because you disputed the payment of $340.00, the funds were returned to your financial institution on February 26, 2016. As a result, the amount now due is $ 463.09. I regret any confusion. I requested that the collection agency cease contact with you. When the balance of $463.09 is paid in full, I will also request that this information be removed from the credit bureaus. 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] [redacted]
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated January 28, 2016, filed with the Revdex.com. You said that you did not give permission to have DISH Network service installed at your rental property. When we spoke, I explained that, as DISH Network is not able...
to research the ownership of each property, we require the customer setting up service to either have the authority or permission to install our service. As your tenant signed that she has this authority or permission, DISH Network relied on her statement and installed our service in good faith. While we sincerely regret any inconvenience this issue may have caused, we request that you speak with your tenant concerning this issue and have her call us for any changes to the installation. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/08/07) */
July 22, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 21, 2015, we received your complaint, dated July 17, 2015, filed with the...
Revdex.com.
You indicated that you acquired your DISH Network service through a door-to-door sales representative who told you there was no commitment. He also did not tell you that you were signing a 24-month agreement and you were unaware of the early termination fee when you chose to disconnect the service.
When I spoke with you by telephone today, I informed you that your account was established by Dish One. As an exception, I removed the $240.00 early termination fee and the $10.00 box return fee. I submitted a refund for $63.87, since you had a credit balance left from your last payment. There is no balance due to DISH Network.
Please return the Hopper and Joey receivers and remotes to avoid unreturned equipment fees.
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]
September 9, 2016 Dear Mr. [redacted]: On August 29, 2016, we received your complaint, dated August 27, 2016, filed with the Revdex.com. You said you were told that you had a 30-day trial period in which to cancel without penalty. You expressed...
concern regarding ongoing technical issues and you would like to cancel your account without penalty. When we spoke by phone, I explained that you set up your DISH Network account through Alternative Entertainment INC (###-###-####), a retailer of ours. I sent your complaint to them and they provided a response. They indicated that you were told that your HughesNet service carried a 30-day trial period. We also discussed the technical issues you have been experiencing and I agreed to release you from your contract. I told you that you can cancel your account at any time without penalty. 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 ###-###-####
March 3, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Ms. Speed: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You stated that you recently purchased DISH Network service. You received a reminder call prior to your service installation. The message offered you a $20.00 credit if your technician was late arriving for your installation. Your technician was delayed in completing your installation. You were displeased with the quality of the installation, and you experienced signal loss. Additionally, when you contacted DISH Network to obtain the $20.00 credit, the offer was disputed. This led you to disconnect your account. You requested that your early termination fee be waived, and you would like your $50.00 activation fee refunded. When we spoke today, I apologized for your experience. As a courtesy, I offered to waive your early termination fee and refund your $50.00 payment. You accepted this resolution. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted]
[redacted]Tell us why here...
July 5, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 5, 2016, we received your rebuttal, dated July 5, 2016, filed with the Revdex.com. You disagreed with my previous response and you expressed concern with the customer service you received. It is not my intent to add to your frustration. Please note that when an agreement is reached with Tribune Broadcasting Company, the channels will be restored on our programming lineup. 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]
Dear Mr. [redacted]: On April 14, 2016, we received your complaint, dated April 8, 2016, filed with the Revdex.com. You said that you were not receiving monthly credits that were promised to you on March 31, 2016. I attempted to reach you at ###-###-#### on April 15, 18 and 19, 2016, and...
I left three voicemails. In my last message, I explained that I reviewed the calls made to DISH Network on March 27, 2016, and found that you were offered a monthly $10.00 credit for six months. As the previous monthly $40.00 credit had not ended at that point, the agent quoted you a current price of $81.60, but an extension of the $40.00 credit was not offered. Please note that at no point did the agent state that they were in fear of losing their job. There were no calls associated with your account on March 31, 2016. Our records indicate that you are currently receiving HBO and Cinemax free for three months, as offered. As you are receiving all credits offered, and as you have received adjustments consistently each month since the installation, we are unable to provide any further credits. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 13, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your rebuttal, dated January 6, 2016, filed with the Revdex.com. You maintain that you did not receive the local channels that you requested. You also stated that you were not able to review your sales call. I contacted our team that works with independent retailers and they verified that DISH Network has no control over retailers’ policies or procedures. The team did send a request to National Satellite Systems to request that they allow you to review your sales call but, once again, we cannot make them do so or provide a copy of the call ourselves. Please contact National Satellite Systems to request to review your sales call. You also expressed concern about how your customer agreement was presented to you. Please note that the tablet you signed had a full copy of your Digital Home Advantage agreement for you to review by scanning up. You were also sent a sales confirmation email that provided pertinent information about your account, as well as links to our customer agreements online at DISH.com/legal. 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. [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 6, 2015
Mr. [redacted] E. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You maintain that you cancelled your internet service with DISH Network due to ongoing service issues; however, you were charged an early termination fee. You said that DISH Network did not uphold its agreement to provide you with internet service and you received poor customer service when you called for assistance. You requested that the fee be waived.
When we spoke today, I advised you that our records reveal that DISH Network was supplying you with the internet service you requested; however, there was a technical issue caused by your computer. As such, we consider the early termination fee to be valid, but I will waive the fee since you intend to retain your DISH Network TV service.
We strive to provide excellent service and regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 23, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 16, 2018, we received your rebuttal, dated March 16, 2018, filed with the Revdex.com. You disagreed with the term commitment for the DISH’n It Up (DIU) equipment upgrade and mentioned your dissatisfaction with your current equipment. You requested a refund for the DISH Protect Silver plan and to receive programming credits. I regret that we were previously unable to speak directly. It is not my intent to add to your frustration. When we corresponded by email and spoke by phone today, I scheduled a free DIU Hopper 3 equipment upgrade with no term commitment for March 24, 2018, between the hours of 12:00 pm and 5:00 pm. I also applied a monthly credit of $10.00 for six months to your account. Please note that our technical support agents are available to troubleshoot with our customers and if necessary, they will replace equipment or schedule a technician visit at the applicable price. We have no record that you reported any ongoing technical concerns. As previously explained, the DISH Protect Silver plan provides a discount for the technician visit and covers the shipping cost for replacement equipment. We are unable to honor your refund request; however, you may remove this plan from your account at any time. We appreciate your feedback and I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/10) */
June 9, 2015
Ms. [redacted]
7171 Chestnut Church Rd.
Mechanicsville, VA 23116
Re: Revdex.com Complaint # 75256869
8255909735342781-3497926
Dear Ms. [redacted]:
On June 3, 2015, we received your complaint, dated June 2, 2015, filed...
with the Revdex.com.
You said that our Corporate Field Resolutions (CFR) Team advised you that DISH Network would not take care of your damage claim. You requested that DISH Network replace your door and include labor in the settlement.
I attempted to reach you at (804) 912-8922 on June 5, 8, and 9, 2015. I was unable to leave a message because your voice mailbox was full.
I contacted CFR and they advised me that as your claim is being settled by the technician's insurance company, they do not handle your claim. As such, DISH Network is not able to supplement your settlement. If you wish to dispute the amount of your settlement, please contact the insurance company directly.
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 (720) 514-7312.
Sincerely,
Dave Simons
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(720) 514-7312
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
February 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 31, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You indicated that you experienced ongoing technical issues and when a technician visit was offered, the call was lost and no one called you back to schedule it. Therefore, you disconnected your service and requested that the early termination fee be waived. You expressed concern that you were charged for an additional month of service. You also mention that obsolete equipment was installed. When I spoke with you by telephone today, I advised you that when calling DISH Network, it is to an inbound call center and the agents cannot call out. You did not call us back to complete the scheduling of the technician visit. Although there were no ongoing technical issues reported, I reversed the $460.00 early termination fee as an exception. Since the call was lost on January 5, 2018, and you were billed for service to February 4, 2018, I also reversed those service charges of $84.91. Because your leased equipment is now obsolete and you received an email indicating that it did not need to be returned, I removed it from your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]I have sent the completed requested identity theft packet on 9/22nd to [email protected]
attention to [redacted], Dispute Resolution Specialist, Executive Escalations TeamI left a voicemail requesting confirmation of the e-mail on Thursday, 9/22ndI have not received any confirmation backI have left a second voicemail on 9/23rd on the telephone numbers listed belowI spoke GC Services and they are awaiting contact from Dish NetworkDISH Network, L.L.C
Phone Hours: Monday – Friday, 6:am to 2:
pm MST
[redacted]
Dispute
Resolution Specialist
Executive
Escalations Team
Hours:Monday–Friday
2:pm to 11:pm MST
E-Mail:
[redacted]
Phone
###-###-#### Shelley Antrillo
Mail:
ID Theft Verification Team
PO Box
Littleton, CO
cc:
Denver / Boulder RevDex.com
EFlorida Avenue, Suite
Denver, CO
[redacted]
Sincerely,
[redacted]
May 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 17, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. My attempts to reach you by phone on May 18, 19 and 20, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network reported an account on your credit report that is not yours. You said that you have never had our service. In order to have your information removed from this account, you will need to file for ID theft with DISH Network. Please contact the Federal Trade Commission (FTC) to obtain an Identity Theft Affidavit by visiting their website http://www.ftc.gov/opa/2002/02/idtheft.shtm or by calling 1-877-IDTHEFT (1-877-438-4338). We suggest that you contact one or all three major credit bureaus to place a fraud alert on your credit file: Equifax PO Box 740256 Atlanta, GA 30374 (800)-685-1111 www.equifax.com Experian PO Box 2002 Allen, TX 75013 (888) 397-3742 www.experian.com TransUnion LLC PO Box 2000 Chester, PA 19022 (800) 888-4213 www.transunion.com To open an identity theft claim, you will need to send the following documentation to the DISH Network ID Theft Team: o Completed FTC Identity Theft Affidavit (must be signed and your full Social Security Number included) o Police Report o Copy of Driver’s License or Government Issued ID Card (front and back) o A phone number you may be reached at o Your email address (if applicable) The DISH Network ID Theft Team will not start the investigation process until all required documentation is received. Phone 720-514-8568 Fax 720-514-7440 Email [email protected] Mail DISH Network Attention: ID Theft Team PO Box 9040 Littleton, CO 80120 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]
Initial Business Response /* ([redacted], *, 2[redacted]/**/2*) */
*ay **, 2[redacted]
*r. [redacted], Apt. *
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear *r. [redacted]:
On *ay *2, 2[redacted], we received your complaint, dated *ay **, 2[redacted], filed...
with the Revdex.com.
You indicated that you fell behind in your payment due to unforeseen circumstances and that charges were not removed for the days that the service was interrupted.
When I spoke with you by telephone today, I agreed to remove the current balance of $[redacted].2* for the time that you were without service, and to assist you.
Additionally, because you have been a loyal customer since 2[redacted], I provided a monthly $**.** credit for *2 months.
Your billing cycles on the 2*th of each month and is due on the **th of the following month. You have the option to change your due date.
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: *onday through Friday *:** am to *:** pm *DT
([redacted]
cc: Denver / Boulder Revdex.com
**2* Cherokee St.
Denver, CO **2**
[redacted]
Initial Consumer Rebuttal /* (2[redacted], *, 2[redacted]/**/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
DISH response was timely and they offered a reconciliation that is very satisfactory.
February 27, 2018 Mrs. [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mrs. [redacted]: On February 23, 2018, we received your correspondence, dated February 22, 2018, filed with the Revdex.com. You said that when you established your service in Florida, you told our agent that this was a temporarily home, as you will be moving to Athens, Greece and you do not want to be placed under a commitment. You indicated that you were not advised of the term commitment and you disputed the early termination fee. In addition, you provided feedback regarding your customer service experience. When I spoke with your daughter [redacted] today, I informed her that you had established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment. I reviewed your sales call from August 15, 2017. I found that you were provided with full disclosure for the DHA promotional terms, to which you agreed. During the call, the agent also explained that the account holder must sign the DHA agreement during the installation. There was no mention that this was a temporary address or that you would be moving. While I was talking to [redacted], she called you on another line and placed the call on speaker. I then advised both of you of our findings, but you disagreed and you requested to hear the recorded sales call. To listen to this call, please submit a subpoena to: DISH Network LLC Attn: Subpoena Request PO Box 6655 Englewood, CO 80155 You may also fax it to (720) 514-6359. 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]