January 13, 2017 Dear Ms. [redacted]: On January 9, 2017, we received your complaint, dated January 6, 2017, filed with the Revdex.com. You indicated that you rejected my previous response because your phone service was still not working. You requested that the service be restored. When we spoke on the evening of January 6, 2017, you confirmed that CenturyLink technicians repaired the damage and your phone service has been restored. We thank you for your patience while your phone service was being repaired. 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: 8:00 am-4:30 pm MST, MON-FRI ###-###-####
Initial Business Response /* (1000, 5, 2015/09/28) */
September 23, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your correspondence, dated September 17, 2015,...
filed with the Revdex.com.
You stated that you purchased your DISH Network service from a Dish One sales representative that came to your residence. You indicated that you were promised the promotional programming and pricing for the 24-month term of your contractual agreement. You have not received the programming you were promised and you are being billed at a higher rate than you agree to. You requested that you be provided the programming and pricing that you were promised.
We requested that Dish One review the recorded sales call. Their review of the call confirmed that you were informed that the price would increase after the first year. Additionally, an email showing the pricing and package information was also sent to the email address you provided.
When we spoke on September 18, 2015, we reviewed your programming and as a courtesy, I agreed to provide you the promotional pricing for the term of your contractual commitment. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...January 9, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2017, we received your complaint, dated December 27, 2017, filed with the Revdex.com. You expressed concern with being charged an early termination fee, as you claim that it was not disclosed you were entering a commitment when you upgraded your equipment. When I spoke with you today, I advised you that I made an exception and I waived your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gabriel R[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 9:00AM to 5:30PM MST Monday - Friday(720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/07/24) */
July 23, 2015-
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 17, 2015, we received your complaint, dated July 16, 2015, filed with the Better...
Business Bureau. My attempts to reach you by phone on July 20, 22 and 23, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were quoted a monthly rate of $65.00. You stated that you have made your payments but you have been told that you still have a balance due and you owe for late fees. You would like your contract to be voided, and for the equipment to be picked up.
A review of your DISH Network account reveals that your monthly rate before state and local taxes is $66.61. You have been submitting $65.00 payments, thereby causing a rolling balance. In addition, you have been ordering Pay-Per-View movies and not adjusting your monthly payments accordingly. Also, at the time of your installation, you purchased a Wireless Joey Access Point for $50.00 and have not made a payment for it. Your first payment was not made in full as you paid only $50.00.
I have enclosed copies of all your billing statements and your contract for your records. Your request to have your contract voided and to have the equipment picked up is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Business Response /* (4000, 19, 2015/08/31) */
August 20, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your rebuttal, dated August 18, 2015, filed with the Revdex.com.
In your rebuttal you expressed concern regarding your:
Contract
Pay-Per-View
Payments
A review of your DISH Network account reveals that I received your rebuttal letter directly from you and I sent a written response. I have enclosed a copy of my response for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Ms. [redacted]:On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com.You expressed further concern with the offer made to you by DISH Network and our requests that you refrain from making excessive contact to our Customer Service Department. Please be advised that we do not dispute the reasons you contact us–either for a payment extension or a discounted rate. Which is why we are willing to discount your service for five consecutive years. However, the condition of this offer is to limit the calls you currently make to one call per month. Any calls that warrant technical assistance may continue as normal. Please be advised that your account is not under any term commitment.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: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
Initial Business Response /* (1000, 5, 2015/10/21) */
October 9, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You indicated that you experienced technical issues and the technician visits that have been scheduled were canceled without your knowledge. You requested to be released from your 24-month commitment. You also mentioned that no discount has been provided for weather-related issues.
When I spoke with you by telephone today, I informed you that a review of your account reveals that the technician visits were canceled through the customer service application online. As an exception, I waived your 24-month commitment.
Since weather-related issues should be infrequent and are not normally long-term or ongoing, we do not provide compensation. If the issues continue, we will provide the customer a technician visit. However, we have no reports on your account of any ongoing technical issues related to weather. In addition, you were provided with a $40.00 discount for ten months in January 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did ask him if he would give me the money I lost and he said no. I think I deserve that back since I lost a day of work for there mistake. Also he said there was no record of me calling in because of bad weather and that is not true. I called in many times regarding bad weather. I just what I deserve . Some kind of respond to my lost day of work for $100.00 And that my monthly payment to be lower or stay the same for 1 year with the Hallmark Heartland channel 187.free for 1 year also.
Final Business Response /* (4000, 9, 2015/11/05) */
October 27, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 27, 2015, we received your complaint, dated October 24, 2015, filed with the Revdex.com.
You requested $100.00 compensation for missing work on the day of the scheduled installation. You also suggested a lower monthly bill and the Hallmark/Heartland programming free for one year.
As previously advised, the rescheduled technician visits were canceled through the online customer service application. This was not caused by DISH Network. However, as an exception, we released you from your 24-month commitment. We do not provide compensation for time spent.
When your 12-month introductory offer of $30.00 credits expired in January 2015, you were provided an additional 12 months of service credits in the amount of $40.00 per month. No further credits are due.
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]
May 17, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. You said that you paused your DISH Network service in January 2016, but you later received a bill for service. You requested to place your account on permanent pause without an early termination fee. When we spoke, I advised you that a review of your calls to DISH Network revealed that you placed your account on DISH Pause on February 3, 2016. At the same time, you scheduled to have your service installed at your new location on February 23, 2016. We received a call on February 22, 2016, during which you cancelled the installation work order, but you did not request your account be placed back on DISH Pause. As such, you were billed for programming from that date until April 14, 2016, when you placed your account back on DISH Pause. As a courtesy, I waived your current balance of $182.41, but I found that the agents with whom you spoke provided correct information and they did as you requested with your account. 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]
Hi,I had received a call from a Mr. [redacted] at Dish. The conversation was not a professional one but an accusing one on behalf of Dish. I made it very clear to Mr. [redacted] that the qualify viewing they advertise is not what I had experienced. I explained the periodic viewing events taking place such as: lag in channel changing, when changing from one channel to another everything would shut off, etc... Not the viewing experience I anticipated as advertised by Dish. When I explained this to Mr. [redacted], he said I should have been calling their Service center to fix the problems. My experience with TV vendors since the inception of cable never required calls to service centers to fix issues that should not be happening in the first place, per Mr. [redacted], "it happens with every vendor." So, my perception is that Mr. [redacted] was calling me a lier. I did sign a contract with Dish with the understanding that I would be receiving the quality service as of the implementation and, not having to call their service center for issues arising through out my viewing experience which was very poor. Mr. [redacted] made it very clear that the Revdex.com is just a consumer vendor and not one that Dish adheres or has to answer to. Mr. [redacted] made it very clear that I am liable for the termination fee and that was that. In the meantime, Dish withdrew $520.85 from my checking account after the termination of our contract without my authorization.In my observation of Dish, they are not a professional company that honors their customers but rather, entices them into contracts and then leaves them to deal with a poor viewing experience.Sincerely,[redacted]
January 22, 2018 Mr. [redacted] and Ms. Princess [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On January 15, 2018, we received your complaint, dated January 12, 2018, filed with the Revdex.com. You said that you did not authorize your subscription to our DISH Protect Silver. You requested a refund, an apology, and to disconnect your DISH Network account. When we spoke, I advised you that you received the Protection Plan (now DISH Protect Silver) free of charge for six months. You agreed to this service when you signed the enclosed Digital Home Advantage (DHA) customer agreement. Additionally, you were sent monthly emails with links to your bills, each of which showed the DISH Protect Silver as a line item on each monthly statement. Your bills also carried messages from DISH Network when your free promotion ended and when the monthly rate changed (enclosed). During our conversation, you claimed that you contacted us to remove the Protection Plan during the promotional period. As I advised you, I reviewed the recording of that call and found that Mr. [redacted] contacted us on March 13, 2016, and he specifically requested the removal of the free movie channels. The Protection Plan was not discussed. Per your request, I scheduled the disconnection of your account for January 28, 2018. While we regret that you do not agree with our response, as you were provided a monthly bill showing the charge and you agreed to the Protection Plan when you signed the DHA agreement, we are unable to provide a refund for this issue. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] 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 Enclosures (2) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted] Ave.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On June 1, 2015, we received your complaint, dated...
May 29, 2015, filed with the Revdex.com.
You said that a debt associated with your father's DISH Network account was reported to your credit file and you requested to have it removed.
I attempted to reach you at ([redacted]) [redacted] on June 1, 2 and 3, 2015, and I left three voicemails.
Please accept our sincere condolences for your loss.
As I advised you in my last message, our records indicate that a request to have this item removed from your credit file was sent to our Collections Team on May 26, 2015. Please allow six to eight weeks for your credit report to reflect any updates.
Please note that the account in question was initiated using your information, so you are considered the account holder and responsible for the account. As such, the unpaid debt was applied to your credit file.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Mrs. [redacted]: On March 25, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You said you agreed to the monthly programming price of $30.72 and you expressed concern with the increased rate. You received the HBO, Showtime, Starz, and Cinemax channels with the DISH Movie Pack free for three months. When the free trial ended, the regular price was applied. When we spoke today, I advised you that DISH Network bills for service in advance. Therefore, you were billed $60.00 for premium channels for the fourth month of service. Per your request, the channels were removed and a total credit of $60.00 was applied to your account for premium channels on March 18, 2016. The credit covered service rendered from March 27, 2016, through April 26, 2016. A credit balance of $29.28 remains on your account. I submitted a refund of this same amount. Please allow eight weeks for processing. I have enclosed copies of your February and March 2016 billing statements for your records. When you agreed to Credit Card AutoPay (CCA), you authorized DISH Network to collect the full amount due every month. During our conversation, you requested that the CCA be removed from your account. I informed you that if the CCA is removed, the monthly $10.00 CCA credit will no longer be applied. You ended the call before I could confirm that you agreed with this transaction. Therefore, the CCA remains active on your account. If you would like to remove the CCA, please visit www.mydish.com to process your request. 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]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 16, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 14, 2015, we received your complaint, dated September 11,...
2015, filed with the Revdex.com.
You expressed concern with the early termination fee that was applied to your account for internet service. You indicated that a technician was not sent to your home to install the service on the date promised. You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns.
I would like to apologize on behalf of DISH Network for the way that your issue was handled. We appreciate that you have brought this matter to our attention so that we may address it with the appropriate personnel.
Our records reveal that your internet service was canceled on September 11, 2015, and an early termination fee of $140.00 was applied to your account for the non-fulfillment of your term commitment.
When I spoke with you by phone on September 15, 2015, I advised you that I removed the early termination fee from your account. Because we value you as a customer, I applied a credit of $91.11 to your account to bring your current balance to zero.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have faxed them documentation but have yet received confirmation of delivery. The fax # given to me was 303-723-2063
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 4, 2016, we received your correspondence, dated January 31, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to explore options to reduce your monthly bill. You were offered a lower programming package. While still chatting with a...
representative, your programming package was changed. You determined that the package would not meet your needs. You requested that your previous package be restored and were told that you would be required to make a payment of $57.00 to restore your previous programming. You did not agreed with this charge and your attempts to resolve the matter were unsuccessful. The customer service you encountered did not meet your expectations. You would like this corrected at no cost to you. When we spoke today, you confirmed that the matter was resolved on January 31, 2016. I apologized for your experience and, as a courtesy, I offered you a $15.00 discount for twelve months. You accepted this resolution. 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, 9, 2015/05/22) */
May 15, 2015
Mr. [redacted]
[redacted]
La Follette, TN XXXXX
Re: [redacted] Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On [redacted] 15, 2015, we received your correspondence, dated [redacted] 14, 2015, filed with...
the [redacted]
You stated that when you purchased your [redacted] service from [redacted] an independent retail service provider, you were not provided the internet service you were promised. This led you to disconnect your service. You have now been billed for an early termination fee. You requested that this be waived. Additionally, you were charged $67.02 for your first month of service, a $49.99 processing fee and $12.95 for technical support service. You requested that these fees be refunded
When we spoke today, I agreed to waive your early termination fee and refund your $67.02 payment. I explained that the other fees you mention were collected by [redacted] You will need to contact them directly to address those charges. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
[redacted], L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder [redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: As stated on the phone with the dish network representative, I have continuously been misled during this entire process. It is clear that Dish network does not want to admit that I was misled and am now paying for more than I opted for. I was told that my final bill was going to be around $60 and it still hovers around $75. Dish network has continuously said one thing and showed another. I cannot waste anymore of my valuable time arguing with a company that lies.
Sincerely,
[redacted]
September 21, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 15, 2017, we received your complaint, dated September 14, 2017, filed with the Revdex.com. You disputed the debt reported to your credit file. In your email, you stated that you were not contacted concerning the balance associated with your DISH Network account. As I advised you, DISH Network attempted to contact you at the phone numbers and address on the account. As a review of the recorded calls associated with the account revealed some confusion, I requested to have the collections company remove this item from your credit file. Please allow six to eight weeks for any updates to be reflected by the credit bureaus. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:As noted by Dish, the earlier calls were dropped but NOT before they had been told the system was broken. On each call AFTER being told the receiver was broken and that I was thinking of just dropping them altogether, they transferred me to "customer retention". It was during the time that they were trying to convince me to just change packages that the calls were dropped. Hence, THEY WERE NOTIFIED OF THE BROKEN EQUIPMENT FROM THE VERY FIRST CALL and yet I was still billed. Sending a signal is not enough, you MUST have fully functional equipment to use the signal. Hence I still need to be paid back for now nine(9) months of service I was billed for. I was corrected by their corporate office that I'm only being billed $135 per month for the TV service so, with the refund offer from Dish of reimbursement of one months service of the original ten(10) requested I am still owed an additional $1,215 and still expect that to be reimbursed.
Sincerely,
[redacted]
August 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You expressed concern regarding being without service from August 8 to August 12, 2016. You were also dissatisfied with the assistance you received when troubleshooting your issue. You requested that we provide you with a credit for one month of service. When we spoke, you explained what took place with the first agent you spoke with. I apologized for the inconvenience and I agreed to forward this information to the appropriate personnel. You advised me that your service is working. I informed you that in addition to the $10.00 credit that has already been applied, I will add an additional $27.11. You advised me that you are satisfied with the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 5, 2015/10/27) */
October 26, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 22, 2015, we received your complaint, dated October 20, 2015,...
filed with the Revdex.com.
I attempted to speak with you today, but you terminated the call.
You indicated that DISH Network automatically debited your debit/credit card account for $200.00 and $446.00 without your authorization.
Your account was established on June 13, 2014, under the Digital Home Advantage (DHA) leased equipment promotion which includes a 24-month agreement. Authorization to automatically debit your debit/credit card account for the early termination fee and unreturned equipment is provided in the terms of the agreement. Enclosed is a copy for your review.
This account was disconnected due to non-payment on August 8, 2015. Because the 24-month agreement was not fulfilled you were charged a $200.00 early termination fee, and $446.00 plus tax for the unreturned equipment.
Since we received the 722 DVR receiver, $199.00 was reversed and refunded on October 14, 2015. I reversed the $49.00 LNBF fee. Once the two additional receivers are returned, we will reverse the two $99.00 fees, plus tax, and submit a refund.
The remaining balance of $140.16 is for programming service that was rendered.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
January 13, 2017 Dear Ms. [redacted]: On January 9, 2017, we received your complaint, dated January 6, 2017, filed with the Revdex.com. You indicated that you rejected my previous response because your phone service was still not working. You requested that the service be restored. When we spoke on the evening of January 6, 2017, you confirmed that CenturyLink technicians repaired the damage and your phone service has been restored. We thank you for your patience while your phone service was being repaired. 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: 8:00 am-4:30 pm MST, MON-FRI ###-###-####
Initial Business Response /* (1000, 5, 2015/09/28) */
September 23, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your correspondence, dated September 17, 2015,...
filed with the Revdex.com.
You stated that you purchased your DISH Network service from a Dish One sales representative that came to your residence. You indicated that you were promised the promotional programming and pricing for the 24-month term of your contractual agreement. You have not received the programming you were promised and you are being billed at a higher rate than you agree to. You requested that you be provided the programming and pricing that you were promised.
We requested that Dish One review the recorded sales call. Their review of the call confirmed that you were informed that the price would increase after the first year. Additionally, an email showing the pricing and package information was also sent to the email address you provided.
When we spoke on September 18, 2015, we reviewed your programming and as a courtesy, I agreed to provide you the promotional pricing for the term of your contractual commitment. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...January 9, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2017, we received your complaint, dated December 27, 2017, filed with the Revdex.com. You expressed concern with being charged an early termination fee, as you claim that it was not disclosed you were entering a commitment when you upgraded your equipment. When I spoke with you today, I advised you that I made an exception and I waived your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gabriel R[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 9:00AM to 5:30PM MST Monday - Friday(720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/07/24) */
July 23, 2015-
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 17, 2015, we received your complaint, dated July 16, 2015, filed with the Better...
Business Bureau. My attempts to reach you by phone on July 20, 22 and 23, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were quoted a monthly rate of $65.00. You stated that you have made your payments but you have been told that you still have a balance due and you owe for late fees. You would like your contract to be voided, and for the equipment to be picked up.
A review of your DISH Network account reveals that your monthly rate before state and local taxes is $66.61. You have been submitting $65.00 payments, thereby causing a rolling balance. In addition, you have been ordering Pay-Per-View movies and not adjusting your monthly payments accordingly. Also, at the time of your installation, you purchased a Wireless Joey Access Point for $50.00 and have not made a payment for it. Your first payment was not made in full as you paid only $50.00.
I have enclosed copies of all your billing statements and your contract for your records. Your request to have your contract voided and to have the equipment picked up is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Final Business Response /* (4000, 19, 2015/08/31) */
August 20, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your rebuttal, dated August 18, 2015, filed with the Revdex.com.
In your rebuttal you expressed concern regarding your:
Contract
Pay-Per-View
Payments
A review of your DISH Network account reveals that I received your rebuttal letter directly from you and I sent a written response. I have enclosed a copy of my response for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Ms. [redacted]:On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com.You expressed further concern with the offer made to you by DISH Network and our requests that you refrain from making excessive contact to our Customer Service Department. Please be advised that we do not dispute the reasons you contact us–either for a payment extension or a discounted rate. Which is why we are willing to discount your service for five consecutive years. However, the condition of this offer is to limit the calls you currently make to one call per month. Any calls that warrant technical assistance may continue as normal. Please be advised that your account is not under any term commitment.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: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
Initial Business Response /* (1000, 5, 2015/10/21) */
October 9, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You indicated that you experienced technical issues and the technician visits that have been scheduled were canceled without your knowledge. You requested to be released from your 24-month commitment. You also mentioned that no discount has been provided for weather-related issues.
When I spoke with you by telephone today, I informed you that a review of your account reveals that the technician visits were canceled through the customer service application online. As an exception, I waived your 24-month commitment.
Since weather-related issues should be infrequent and are not normally long-term or ongoing, we do not provide compensation. If the issues continue, we will provide the customer a technician visit. However, we have no reports on your account of any ongoing technical issues related to weather. In addition, you were provided with a $40.00 discount for ten months in January 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did ask him if he would give me the money I lost and he said no. I think I deserve that back since I lost a day of work for there mistake. Also he said there was no record of me calling in because of bad weather and that is not true. I called in many times regarding bad weather. I just what I deserve . Some kind of respond to my lost day of work for $100.00 And that my monthly payment to be lower or stay the same for 1 year with the Hallmark Heartland channel 187.free for 1 year also.
Final Business Response /* (4000, 9, 2015/11/05) */
October 27, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 27, 2015, we received your complaint, dated October 24, 2015, filed with the Revdex.com.
You requested $100.00 compensation for missing work on the day of the scheduled installation. You also suggested a lower monthly bill and the Hallmark/Heartland programming free for one year.
As previously advised, the rescheduled technician visits were canceled through the online customer service application. This was not caused by DISH Network. However, as an exception, we released you from your 24-month commitment. We do not provide compensation for time spent.
When your 12-month introductory offer of $30.00 credits expired in January 2015, you were provided an additional 12 months of service credits in the amount of $40.00 per month. No further credits are due.
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]
May 17, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. You said that you paused your DISH Network service in January 2016, but you later received a bill for service. You requested to place your account on permanent pause without an early termination fee. When we spoke, I advised you that a review of your calls to DISH Network revealed that you placed your account on DISH Pause on February 3, 2016. At the same time, you scheduled to have your service installed at your new location on February 23, 2016. We received a call on February 22, 2016, during which you cancelled the installation work order, but you did not request your account be placed back on DISH Pause. As such, you were billed for programming from that date until April 14, 2016, when you placed your account back on DISH Pause. As a courtesy, I waived your current balance of $182.41, but I found that the agents with whom you spoke provided correct information and they did as you requested with your account. 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]
Hi,I had received a call from a Mr. [redacted] at Dish. The conversation was not a professional one but an accusing one on behalf of Dish. I made it very clear to Mr. [redacted] that the qualify viewing they advertise is not what I had experienced. I explained the periodic viewing events taking place such as: lag in channel changing, when changing from one channel to another everything would shut off, etc... Not the viewing experience I anticipated as advertised by Dish. When I explained this to Mr. [redacted], he said I should have been calling their Service center to fix the problems. My experience with TV vendors since the inception of cable never required calls to service centers to fix issues that should not be happening in the first place, per Mr. [redacted], "it happens with every vendor." So, my perception is that Mr. [redacted] was calling me a lier. I did sign a contract with Dish with the understanding that I would be receiving the quality service as of the implementation and, not having to call their service center for issues arising through out my viewing experience which was very poor. Mr. [redacted] made it very clear that the Revdex.com is just a consumer vendor and not one that Dish adheres or has to answer to. Mr. [redacted] made it very clear that I am liable for the termination fee and that was that. In the meantime, Dish withdrew $520.85 from my checking account after the termination of our contract without my authorization.In my observation of Dish, they are not a professional company that honors their customers but rather, entices them into contracts and then leaves them to deal with a poor viewing experience.Sincerely,[redacted]
January 22, 2018 Mr. [redacted] and Ms. Princess [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. [redacted] and Ms. [redacted]: On January 15, 2018, we received your complaint, dated January 12, 2018, filed with the Revdex.com. You said that you did not authorize your subscription to our DISH Protect Silver. You requested a refund, an apology, and to disconnect your DISH Network account. When we spoke, I advised you that you received the Protection Plan (now DISH Protect Silver) free of charge for six months. You agreed to this service when you signed the enclosed Digital Home Advantage (DHA) customer agreement. Additionally, you were sent monthly emails with links to your bills, each of which showed the DISH Protect Silver as a line item on each monthly statement. Your bills also carried messages from DISH Network when your free promotion ended and when the monthly rate changed (enclosed). During our conversation, you claimed that you contacted us to remove the Protection Plan during the promotional period. As I advised you, I reviewed the recording of that call and found that Mr. [redacted] contacted us on March 13, 2016, and he specifically requested the removal of the free movie channels. The Protection Plan was not discussed. Per your request, I scheduled the disconnection of your account for January 28, 2018. While we regret that you do not agree with our response, as you were provided a monthly bill showing the charge and you agreed to the Protection Plan when you signed the DHA agreement, we are unable to provide a refund for this issue. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] 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 Enclosures (2) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted] Ave.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. and Mrs. [redacted]:
On June 1, 2015, we received your complaint, dated...
May 29, 2015, filed with the Revdex.com.
You said that a debt associated with your father's DISH Network account was reported to your credit file and you requested to have it removed.
I attempted to reach you at ([redacted]) [redacted] on June 1, 2 and 3, 2015, and I left three voicemails.
Please accept our sincere condolences for your loss.
As I advised you in my last message, our records indicate that a request to have this item removed from your credit file was sent to our Collections Team on May 26, 2015. Please allow six to eight weeks for your credit report to reflect any updates.
Please note that the account in question was initiated using your information, so you are considered the account holder and responsible for the account. As such, the unpaid debt was applied to your credit file.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 29, 2016 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On March 25, 2016, we received your correspondence, dated March 24, 2016, filed with the Revdex.com. You said you agreed to the monthly programming price of $30.72 and you expressed concern with the increased rate. You received the HBO, Showtime, Starz, and Cinemax channels with the DISH Movie Pack free for three months. When the free trial ended, the regular price was applied. When we spoke today, I advised you that DISH Network bills for service in advance. Therefore, you were billed $60.00 for premium channels for the fourth month of service. Per your request, the channels were removed and a total credit of $60.00 was applied to your account for premium channels on March 18, 2016. The credit covered service rendered from March 27, 2016, through April 26, 2016. A credit balance of $29.28 remains on your account. I submitted a refund of this same amount. Please allow eight weeks for processing. I have enclosed copies of your February and March 2016 billing statements for your records. When you agreed to Credit Card AutoPay (CCA), you authorized DISH Network to collect the full amount due every month. During our conversation, you requested that the CCA be removed from your account. I informed you that if the CCA is removed, the monthly $10.00 CCA credit will no longer be applied. You ended the call before I could confirm that you agreed with this transaction. Therefore, the CCA remains active on your account. If you would like to remove the CCA, please visit www.mydish.com to process your request. 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]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 16, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 14, 2015, we received your complaint, dated September 11,...
2015, filed with the Revdex.com.
You expressed concern with the early termination fee that was applied to your account for internet service. You indicated that a technician was not sent to your home to install the service on the date promised. You also expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concerns.
I would like to apologize on behalf of DISH Network for the way that your issue was handled. We appreciate that you have brought this matter to our attention so that we may address it with the appropriate personnel.
Our records reveal that your internet service was canceled on September 11, 2015, and an early termination fee of $140.00 was applied to your account for the non-fulfillment of your term commitment.
When I spoke with you by phone on September 15, 2015, I advised you that I removed the early termination fee from your account. Because we value you as a customer, I applied a credit of $91.11 to your account to bring your current balance to zero.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have faxed them documentation but have yet received confirmation of delivery. The fax # given to me was 303-723-2063
Sincerely,
[redacted]
Dear Ms. [redacted]: On February 4, 2016, we received your correspondence, dated January 31, 2016, filed with the Revdex.com. You stated that you contacted DISH Network to explore options to reduce your monthly bill. You were offered a lower programming package. While still chatting with a...
representative, your programming package was changed. You determined that the package would not meet your needs. You requested that your previous package be restored and were told that you would be required to make a payment of $57.00 to restore your previous programming. You did not agreed with this charge and your attempts to resolve the matter were unsuccessful. The customer service you encountered did not meet your expectations. You would like this corrected at no cost to you. When we spoke today, you confirmed that the matter was resolved on January 31, 2016. I apologized for your experience and, as a courtesy, I offered you a $15.00 discount for twelve months. You accepted this resolution. 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, 9, 2015/05/22) */
May 15, 2015
Mr. [redacted]
[redacted]
La Follette, TN XXXXX
Re: [redacted] Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On [redacted] 15, 2015, we received your correspondence, dated [redacted] 14, 2015, filed with...
the [redacted]
You stated that when you purchased your [redacted] service from [redacted] an independent retail service provider, you were not provided the internet service you were promised. This led you to disconnect your service. You have now been billed for an early termination fee. You requested that this be waived. Additionally, you were charged $67.02 for your first month of service, a $49.99 processing fee and $12.95 for technical support service. You requested that these fees be refunded
When we spoke today, I agreed to waive your early termination fee and refund your $67.02 payment. I explained that the other fees you mention were collected by [redacted] You will need to contact them directly to address those charges. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
[redacted], L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder [redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: As stated on the phone with the dish network representative, I have continuously been misled during this entire process. It is clear that Dish network does not want to admit that I was misled and am now paying for more than I opted for. I was told that my final bill was going to be around $60 and it still hovers around $75. Dish network has continuously said one thing and showed another. I cannot waste anymore of my valuable time arguing with a company that lies.
Sincerely,
[redacted]
September 21, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 15, 2017, we received your complaint, dated September 14, 2017, filed with the Revdex.com. You disputed the debt reported to your credit file. In your email, you stated that you were not contacted concerning the balance associated with your DISH Network account. As I advised you, DISH Network attempted to contact you at the phone numbers and address on the account. As a review of the recorded calls associated with the account revealed some confusion, I requested to have the collections company remove this item from your credit file. Please allow six to eight weeks for any updates to be reflected by the credit bureaus. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:As noted by Dish, the earlier calls were dropped but NOT before they had been told the system was broken. On each call AFTER being told the receiver was broken and that I was thinking of just dropping them altogether, they transferred me to "customer retention". It was during the time that they were trying to convince me to just change packages that the calls were dropped. Hence, THEY WERE NOTIFIED OF THE BROKEN EQUIPMENT FROM THE VERY FIRST CALL and yet I was still billed. Sending a signal is not enough, you MUST have fully functional equipment to use the signal. Hence I still need to be paid back for now nine(9) months of service I was billed for. I was corrected by their corporate office that I'm only being billed $135 per month for the TV service so, with the refund offer from Dish of reimbursement of one months service of the original ten(10) requested I am still owed an additional $1,215 and still expect that to be reimbursed.
Sincerely,
[redacted]
August 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You expressed concern regarding being without service from August 8 to August 12, 2016. You were also dissatisfied with the assistance you received when troubleshooting your issue. You requested that we provide you with a credit for one month of service. When we spoke, you explained what took place with the first agent you spoke with. I apologized for the inconvenience and I agreed to forward this information to the appropriate personnel. You advised me that your service is working. I informed you that in addition to the $10.00 credit that has already been applied, I will add an additional $27.11. You advised me that you are satisfied with the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 5, 2015/10/27) */
October 26, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 22, 2015, we received your complaint, dated October 20, 2015,...
filed with the Revdex.com.
I attempted to speak with you today, but you terminated the call.
You indicated that DISH Network automatically debited your debit/credit card account for $200.00 and $446.00 without your authorization.
Your account was established on June 13, 2014, under the Digital Home Advantage (DHA) leased equipment promotion which includes a 24-month agreement. Authorization to automatically debit your debit/credit card account for the early termination fee and unreturned equipment is provided in the terms of the agreement. Enclosed is a copy for your review.
This account was disconnected due to non-payment on August 8, 2015. Because the 24-month agreement was not fulfilled you were charged a $200.00 early termination fee, and $446.00 plus tax for the unreturned equipment.
Since we received the 722 DVR receiver, $199.00 was reversed and refunded on October 14, 2015. I reversed the $49.00 LNBF fee. Once the two additional receivers are returned, we will reverse the two $99.00 fees, plus tax, and submit a refund.
The remaining balance of $140.16 is for programming service that was rendered.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]