Initial Business Response /* (1000, 5, 2015/06/09) */
June 8, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]-[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 26, 2015, we received your complaint, dated May 22, 2015, filed with...
the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted]) [redacted]-[redacted] on June 4, 5 and 6, 2015, and I left three messages.
You indicated that the payment that you made on May 15, 2015, was rejected because the customer service representative used a different state routing number. You claim that because of this, you are restricted from making check payments using our automated system, online payments, or payments by check through our customer service agent.
Thank you for bringing this issue to our attention. It will be addressed internally.
A review of this situation reveals that the check was returned. I apologize for the inconvenience and the restriction on your accountwas lifted. I also applied a $28.00 credit to your account for four late fees.
In addition, you stated that your bank account number ends in #1458 and not #6906. Please note that the 6906 is the last four digits of your DISH Network account number--not your bank account number.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
([redacted]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: I received your response and was shocked to find that again the company does not have all of the information even at the executive level. I have attached a screenshot of my account that shows the credit of $158.36 on 11/18/2015 as you stated in your response. However on 11/30/2015 I was charged by Dish again in the same amount of $158.36. And to add insult to injury, I received a bill dated on 12/8/2015 that asks for an additional $158.36 after my card was charged on 11/30. I have attached that bill as well. Again, I am asking for this to be made right.
Sincerely,
[redacted]
December 28, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com.
You said that...
you were not advised of additional charges applied to your DISH Network account. You also expressed concern about the level of customer service that you received.
I attempted to reach you at [redacted] on December 21, 22, and 27, 2015. I was not able to leave a message as each call failed after eight rings.
A review of the call made on December 2, 2015, to add the Heartland package revealed that the agent advised you that your next bill would be higher due to prorated charges. As your bill for the period during which you added Heartland had already generated, a prorated charge of $4.62 was applied for service from December 2, 2015, to December 25, 2015. You were also charged for the Heartland package for your regular billing period from December 26, 2015, to January 25, 2016, bringing your balance to $72.05.
Enclosed is a copy of your December 2015 bill showing the prorated charge to which I referred.
We sincerely regret any confusion this issue may have caused. We also regret that the level of customer service you received did not meet your expectations.
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]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
January 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern regarding not being able to view two Philadelphia Flyer’s games due to blackouts. You requested that we release you from your contract. When we spoke, I explained that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on ESPN. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. However, we are unable to meet your request to release you from your contract. 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] Tell us why here...
Initial Business Response /* (1000, 5, 2015/11/09) */
November 6, 2015
[redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 26, 2015, we received your complaint, dated October...
22, 2015, filed with the Revdex.com.
You indicated that when you initiated your DISH Network service, your were supposed to receive a price lock for two years with 240 channels for $24.99 per month, a $5.00 monthly DVR fee and three months of free HBO and Cinemax. The offer also included the first month free. However, your first bill showed charges of $135.83 for the first month.
You are not enrolled in DISH Network's price-lock promotion. Your account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). You also enrolled in our 12-month introductory promotion.
When I spoke with you by telephone, I informed you that a review of your account reveals that you have received a DISH Network promotion which included your first month of service for free and a monthly discount of $35.00 for the first 12 months for the America's Top 200 package (240 channels). This price does not include additional programming or fees.
You are also receiving three months of free HBO and Cinemax. Since you were charged for the first month of service, we made the correction and applied the necessary credit to your account. It should appear on your next Frontier billing statement.
The DVR fee is an additional $12.00 per month with the Hopper system. DISH Network does not offer a $5.00 DVR fee.
Any additional equipment beyond the first receiver includes a monthly fee. This additional receiver fee is determined by the type of equipment active on the account. In your case, the Joey receiver is an additional $7.00 per month.
Since your account is bundled with Frontier, you also receive a $5.00 monthly bundle credit. With the monthly $40.00 credit ($5.00 bundle credit and $35.00 promotional credit), the America's Top 200 price ($74.99) is reduced to $34.99 for the first 12 months. Your total monthly charges are regularly priced at $93.99 plus tax and are reduced to $53.99 for the first 12 months.
I received the advertisement that you provided and it shows an expiration date of December 31, 2014. It also reveals that the offer is for six months with a $10.00 credit that is provided by Frontier. I have forwarded this information to Frontier for further research and I requested that they provide us with more information.
As you are receiving DISH Network's promotional offer, please contact Frontier directly for more information on their promotional offers.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer Dish says they have me on is NOT WHAT WAS OFFERED TO US NOR WHAT WE AGREED TO! THAT IS THE PROBLEM - WE WERE TOLD ONE THING AND ARE BEING BILLED SOMETHING COMPLETELY DIFFERENT. We received this flier in the middle part of SEPTEMBER 2015 - I NEVER NOTICED THE DATE ON IT, JUST CALLED IN IN RESPONSE TO THE FLIER. And I have stated what we were offered. Dish keeps trying to put this onto Frontier, but Frontier says they have nothing to do with Dish offers or Dish billing. Noone is willing to help me. On November 10th I spoke with [redacted], a supv. at Frontier and she verified that they listed to the recording of the call and verified that I was offered $29.99/month for 24 months including the DVR & 1st mo free. But she again said Dish has to handle their fees or cancellation. In early November [redacted] told me she would cancel out contract with no charge. So we decided that was best since they would not give us what they offered us. It is NOT OUR FAULT THEY WON'T DO WHAT THEY OFFERED & WE AGREED TO!! I called Dish 3 times telling them we were cancelling service on 11/9,11/10, &11/11. They keep telling me they want to charge a cancellation fee and I keep telling them I DO NOT AGREE to any further charges! IT IS THEIR FAULT THAT THEY'RE TRYING TO FORCE ON US SOMETHING DIFFERENT THAN WHAT THEY OFFERED, NOT OURS! Dish is partners with Frontier they need to work with them to cancel our account and with NO DISCONNECT FEES, SINCE I WAS NEVER SHOWN ANY CONTRACT TO SIGN. THEY FRAUDULENTLY HAD ME SIGN SOMETHING AND TOLD ME IT WAS JUST STATING THAT THE EQUIP WAS INSTALLED, NEVER SHOWED ME ANY AGRMT.Dish does everything dishonestly and fraudulently. Companies should not fraudulently induce people into services or contracts that they have never seen or reviewed and NEVER AGREED TO. To me that is fraud and I want out of this service and I'm NOT paying a cancellation fee for something I never agreed to.
Final Consumer Response /* (4200, 12, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept the above offer, because it was NOT what we had originally agreed to and what WAS INDEED offered to us. I finally did get Frontier to talk to Dish (a good idea since both were blaming each other and not communicating). Frontier verified that we WERE indeed offered the 240 channels for $24.99 + $5/mo for the DVR service. If they would have given us this, we would have kept this offer.
I spoke with a supervisor named [redacted] and she did offer to cancel our service and let us out of our contract since she would not give us what WAS OFFERED to us. So we cancelled our service and they FINALLY AGREED NOT TO CHARGE US any termination fees, since we never signed any agreement with them. We do agree to that resolution.
Final Business Response /* (4000, 14, 2015/12/01) */
November 19, 2015
Ms. [redacted]
XXXXX [redacted] Dr.
[redacted] MI XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed with the Revdex.com.
You continue to dispute the offer you received from DISH Network and the price you were quoted from Frontier. You indicate that you did not sign a DISH Network agreement.
This issue has already been resolved. Enclosed is a copy of my previous correspondence dated November 12, 2015.
As previously advised, the offer was not a DISH Network offerit was a Frontier offer. We sent Frontier a copy of the promotional advertisement you are referring to. After Frontier was able to research your claim and review the sales call, they confirmed that this is their offer that had expired. You were provide misinformation from one of their sales agents.
As I stated in a previous conversation, I could only release you from DISH Network's 24-month commitment once I received the results of Frontier's investigation. Because they provided misinformation, I released you from DISH Network's commitment and disconnected the service.
I previously provided you with a copy of your signed 24-month commitment to DISH Network. I have enclosed an additional copy for your review.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
January 11, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 2, 2018, we received your complaint, dated December 30, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. You also stated that although you were offered an equipment upgrade, you received different information regarding the associated fees. In addition, you said that you were charged for add-on services without your authorization. Your DISH Network service was activated on May 12, 2017, with a 24-month commitment. Your promotion included four movie channels (HBO, Cinemax, Showtime and Starz) and the DISH Movie Pack free for three months, as well as the Protection Plan free for six months. Since the movie channels were not removed after the free trial, you began to be charged the regular monthly price of $55.00. Notification of the upcoming charges were disclosed on your June 27, 2017, billing statement (enclosed). On August 12, 2017, Cinemax, Showtime, Starz and the DISH Movie Pack were removed from your account; however, you opted to keep HBO. A total credit of $55.00 was applied to your account for the removal and a refund of $65.00 was applied to your credit card account on August 15, 2017, for the previous charges. HBO was removed on August 29, 2017, and a total credit of $21.49 was applied to your account. The Protection Plan was removed from your account on November 5, 2017. Please be advised that a fee applies for an equipment upgrade. We also require a 24-month commitment. As DISH Network offers different models of our Hopper receivers, the upgrade fee can range from $50.00 to $150.00. However, the monthly DVR and additional receiver fees are the same. Our records show that our representative offered to waive the upgrade fee to replace your Hopper 2000 receiver with a Hopper with Sling receiver; however, you declined because of the term commitment. We appreciate that you brought this [redacted]er to our attention so we may address it internally with the appropriate personnel. When I spoke with you by phone on January 8, 2018, I advised you that I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.com. My attempts to reach you by phone on December 28, 29 and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network debited your credit card account without your authorization, and you requested a refund. In order to assist you, I need further information regarding the transactions in question. Please contact me at your convenience. We also recommend that you dispute the charges with your credit card provider. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]. [redacted] [redacted] [redacted]
I need a box sent to my house to return your equipment! I had dirctv come up and set me up with service because you company can't fix my service. And when they where out they informed on how everything should have been set up and line buried since it wasn't on the roof and that when the satellite on the roof it a little better reception! Directv took 2 hour to set up my house unlike Mitch who took 1 hour!and I got my bill with none of the credit giving again bad service! And if my bill is not credit to zero I will fill a small claim again you! Which will cost you more in attorney fee then to credit me for the bad service! Send me a box so you can have the junk equipment back! Thanks also I had dirctv in for 48 hour and had a sever weather during that time April 26 2016 with pea size hail and didn't lose my service what does that say about your company!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/11/12) */
November 11, 2015
[redacted]
7 [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 6, 2015, we received your correspondence, dated November 5, 2015,...
filed with the Revdex.com.
You requested that your ex-husband's (Mr. [redacted]) name be removed from your account.
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on November 9, 10 and 11, 2015. I left five voice messages. These contact numbers are listed on your correspondence and account.
As requested, I removed Mr. [redacted]'s name from your account.
Because we value your business, I applied a $25.00 monthly credit to your account for ten months and sent four free Pay-Per-View Certificates to your email address, [redacted]@ssa.gov.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to know the basis for their "rules". How are they protecting the account holder by requiring their permission to change the name on the account when ultimately the account holder is liable for the bill and equipment. I am the one who wishes the account to be changed to my name and would ultimately be liable for the bill and equipment.
Initial Business Response /* (1000, 5, 2015/06/18) */
June 17, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 16, 2015, we received your correspondence, dated June 15, 2015, filed with the Better Business...
Bureau.
You indicated that you experienced technical issues related to streaming Sling International programming. You requested a refund of $26.68 for one month of service.
A refund for $26.68 has been issued. **ease allow seven to ten business days to receive the refund.
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: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
April 4, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 1, 2016, we received your rebuttal, dated March 31, 2016, filed with the Revdex.com. You expressed concern that your $150.00 payment could not be located with your bank account information. We have been communicating via email since March 23, 2016. During our email correspondence, I informed you that were unable to locate the payment with the bank account or the debit card numbers you provided. I recommended that you dispute the payment with your bank. When the dispute is processed the funds will be returned to your financial institution. However, you declined this option. I also asked that you provide me with your bank phone number and the name of a contact person, so that I may research this matter further. As of today, I have not received this information. As a courtesy, I previously applied a $50.00 credit to your account for programming. 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]
[redacted] Dear Mr. [redacted]: On May 1, 2017, we received your complaint, dated April 29, 2017, filed with the Revdex.com. You indicated that you experienced signal issues and you requested to have them resolved. I attempted to reach you at [redacted] on May 4, 2017, however, I received your email requesting I correspond electronically. Our records indicate that we receive one technical assistance call on April 28, 2017, during which you reported that the signal issue had cleared up. We received no further contact concerning this issue until I received your complaint. I offered to send a technician for you free of charge. You accepted and I scheduled a technician visit to resolve this issue. 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]
Complaint: [redacted]
I am rejecting this response because: The rep I talked to when I disconnected the service did not inform me that I could disconnect (end billing) the day that I called in. They stated December 2nd was the soonest I could disconnect. This was false information that led to my bill being excessive.
Sincerely,
[redacted]
Dear Mr. [redacted]: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. You disputed the Protection Plan and DVR fees applied to your account. You also expressed concern about the level of customer service you received and the...
inconvenience of replacing your receiver. When we spoke, I advised you that you subscribed to the Protection Plan and had the DVR receiver on your account from installation. As we never received a request in the past to remove either, they remained on your account. DISH Network relies on our customers to alert us if they wish to add or remove services or equipment. Additionally, we provide a monthly itemized bill so our customer may ensure that they are receiving the service they ordered. Our records also show that you were sent a sales confirmation email on September 3, 2009, which listed the service and equipment that you would receive prior to installation. While we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with a refund or compensation. However, as we appreciate your business, I applied a monthly $5.00 credit for 20 months to your account. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because:The statement by Mr. [redacted] is interesting. I Returned his first call 2 minutes after his calling and went directly to message. That was 3/2/16. I never received a call from Mr. [redacted] 3/3/16/. 3/4/16 the same as the first call, returned it within minutes and went directly to message. Neither of my messages were addressed or returned. His communications were to basically blame everthing on computer glitches, and everything was returned to as it should be. How Nice! I was the one inconvenienced, I was the one insulted, with barely a recognition on their part of anything. I would be a fool to continue to give them my business and my money.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/05) */
September 25, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your complaint, dated September 23, 2015, filed...
with the Revdex.com.
You said that you did not approve DISH Network to check your credit twice.
When we spoke, I advised you that our records indicate that you contacted us for service on August 28, 2015, when your credit was checked the first time. You then attempted to initiate an account online on August 29, 2015, during which you approved another credit check. You then called us on September 22, 2015, to initiate an account and approved the credit check then as well.
You indicated that your credit card would not go through when you tried to get service previously, and a review of your sales call from September 22, 2015, indicated that the agent with whom you spoke had some issue getting your credit card qualification approved, but was successful and your account was created.
As our records indicate that you approved all the inquiries, we are unable to remove them.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
April 3, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Ms. [redacted]: On March 24, 2017, we received your complaint, dated March 24, 2017, filed with the Revdex.com. You indicated that the address on the Digital Home Advantage (DHA) agreement and the address on the Revdex.com response are incorrect. You stated that the system was installed at the [redacted] address. You maintain that your sister was present during the installation and you did not sign the agreement. The address of [redacted], is the address that was provided to us at the time of the initial activation on March 22, 2015. It was not changed to the [redacted], address until you scheduled a move on November 23, 2015, and the system was then installed at the new location on November 24, 2015. Our response is sent to the address that you list on your complaint. You indicated that you did not sign the Digital Home Advantage (DHA) agreement, but your sister was present during the installation. By allowing someone to be present during the installation, you are authorizing them to sign the agreement on your behalf. The $86.98 balance is for unpaid service that was rendered. It remains valid and due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted]
Dear Mr. [redacted]:On February 19, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com.You said that you had not received boxes in which to return your leased equipment.We sincerely regret any inconvenience, and I arranged to have boxes sent to you.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###-###-####
Tell us why here...June 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On June 8, 2016, we received your rebuttal, dated June 7, 2016, filed with the Revdex.com. You disagreed with my response. You provided feedback regarding retailers and indicated that you returned the leased equipment. We regret any inconvenience you may have experienced. The leased equipment was returned on June 2, 2016, and no return shipping fees were applied to your account. In addition, a refund of $79.88 was applied to your credit card account ending in 7270 on May 24, 2016. As of May 25, 2016, your DISH Network account is at a zero balance. We appreciate your feedback and your concerns will be shared for internal review. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST(720) 514-7082
Dear Ms. [redacted]: On April 13, 2016, we received your correspondence, dated April 12, 2016, filed with the Revdex.com. You maintain that you were not informed of the two-year commitment when you added a receiver to your account. You also expressed concern with the the signed agreement and you disputed the early termination fee. When we spoke on April 14, 2016, I advised you that I reviewed your recorded call that took place on December 26, 2015, when you requested a Joey receiver be added to your account. The agent disclosed that the DISH’n It Up (DIU) equipment upgrade requires a 24-month commitment and that the Joey receiver would cost an additional $7.00 per month. You agreed to these terms. During the installation on December 29, 2015, the technician presented you with an electronic pad to sign containing the DIU agreement. On this same date, a copy of the signed agreement was emailed to [redacted]@yahoo.com. Although the early termination fee is valid, I made an exception and removed it from your account. I also submitted a refund of $318.34. Please allow five business days for processing. 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
Initial Business Response /* (1000, 5, 2015/06/09) */
June 8, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]-[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 26, 2015, we received your complaint, dated May 22, 2015, filed with...
the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted]) [redacted]-[redacted] on June 4, 5 and 6, 2015, and I left three messages.
You indicated that the payment that you made on May 15, 2015, was rejected because the customer service representative used a different state routing number. You claim that because of this, you are restricted from making check payments using our automated system, online payments, or payments by check through our customer service agent.
Thank you for bringing this issue to our attention. It will be addressed internally.
A review of this situation reveals that the check was returned. I apologize for the inconvenience and the restriction on your accountwas lifted. I also applied a $28.00 credit to your account for four late fees.
In addition, you stated that your bank account number ends in #1458 and not #6906. Please note that the 6906 is the last four digits of your DISH Network account number--not your bank account number.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
([redacted]) [redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Complaint: [redacted]
I am rejecting this response because: I received your response and was shocked to find that again the company does not have all of the information even at the executive level. I have attached a screenshot of my account that shows the credit of $158.36 on 11/18/2015 as you stated in your response. However on 11/30/2015 I was charged by Dish again in the same amount of $158.36. And to add insult to injury, I received a bill dated on 12/8/2015 that asks for an additional $158.36 after my card was charged on 11/30. I have attached that bill as well. Again, I am asking for this to be made right.
Sincerely,
[redacted]
December 28, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 21, 2015, we received your complaint, dated December 18, 2015, filed with the Revdex.com.
You said that...
you were not advised of additional charges applied to your DISH Network account. You also expressed concern about the level of customer service that you received.
I attempted to reach you at [redacted] on December 21, 22, and 27, 2015. I was not able to leave a message as each call failed after eight rings.
A review of the call made on December 2, 2015, to add the Heartland package revealed that the agent advised you that your next bill would be higher due to prorated charges. As your bill for the period during which you added Heartland had already generated, a prorated charge of $4.62 was applied for service from December 2, 2015, to December 25, 2015. You were also charged for the Heartland package for your regular billing period from December 26, 2015, to January 25, 2016, bringing your balance to $72.05.
Enclosed is a copy of your December 2015 bill showing the prorated charge to which I referred.
We sincerely regret any confusion this issue may have caused. We also regret that the level of customer service you received did not meet your expectations.
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]
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
January 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern regarding not being able to view two Philadelphia Flyer’s games due to blackouts. You requested that we release you from your contract. When we spoke, I explained that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulations. Blackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-75 mile radius) is likely to be blacked out for that event. · National vs. Local Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights. If you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on ESPN. · Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games. I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue. However, we are unable to meet your request to release you from your contract. 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] Tell us why here...
Initial Business Response /* (1000, 5, 2015/11/09) */
November 6, 2015
[redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 26, 2015, we received your complaint, dated October...
22, 2015, filed with the Revdex.com.
You indicated that when you initiated your DISH Network service, your were supposed to receive a price lock for two years with 240 channels for $24.99 per month, a $5.00 monthly DVR fee and three months of free HBO and Cinemax. The offer also included the first month free. However, your first bill showed charges of $135.83 for the first month.
You are not enrolled in DISH Network's price-lock promotion. Your account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). You also enrolled in our 12-month introductory promotion.
When I spoke with you by telephone, I informed you that a review of your account reveals that you have received a DISH Network promotion which included your first month of service for free and a monthly discount of $35.00 for the first 12 months for the America's Top 200 package (240 channels). This price does not include additional programming or fees.
You are also receiving three months of free HBO and Cinemax. Since you were charged for the first month of service, we made the correction and applied the necessary credit to your account. It should appear on your next Frontier billing statement.
The DVR fee is an additional $12.00 per month with the Hopper system. DISH Network does not offer a $5.00 DVR fee.
Any additional equipment beyond the first receiver includes a monthly fee. This additional receiver fee is determined by the type of equipment active on the account. In your case, the Joey receiver is an additional $7.00 per month.
Since your account is bundled with Frontier, you also receive a $5.00 monthly bundle credit. With the monthly $40.00 credit ($5.00 bundle credit and $35.00 promotional credit), the America's Top 200 price ($74.99) is reduced to $34.99 for the first 12 months. Your total monthly charges are regularly priced at $93.99 plus tax and are reduced to $53.99 for the first 12 months.
I received the advertisement that you provided and it shows an expiration date of December 31, 2014. It also reveals that the offer is for six months with a $10.00 credit that is provided by Frontier. I have forwarded this information to Frontier for further research and I requested that they provide us with more information.
As you are receiving DISH Network's promotional offer, please contact Frontier directly for more information on their promotional offers.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer Dish says they have me on is NOT WHAT WAS OFFERED TO US NOR WHAT WE AGREED TO! THAT IS THE PROBLEM - WE WERE TOLD ONE THING AND ARE BEING BILLED SOMETHING COMPLETELY DIFFERENT. We received this flier in the middle part of SEPTEMBER 2015 - I NEVER NOTICED THE DATE ON IT, JUST CALLED IN IN RESPONSE TO THE FLIER. And I have stated what we were offered. Dish keeps trying to put this onto Frontier, but Frontier says they have nothing to do with Dish offers or Dish billing. Noone is willing to help me. On November 10th I spoke with [redacted], a supv. at Frontier and she verified that they listed to the recording of the call and verified that I was offered $29.99/month for 24 months including the DVR & 1st mo free. But she again said Dish has to handle their fees or cancellation. In early November [redacted] told me she would cancel out contract with no charge. So we decided that was best since they would not give us what they offered us. It is NOT OUR FAULT THEY WON'T DO WHAT THEY OFFERED & WE AGREED TO!! I called Dish 3 times telling them we were cancelling service on 11/9,11/10, &11/11. They keep telling me they want to charge a cancellation fee and I keep telling them I DO NOT AGREE to any further charges! IT IS THEIR FAULT THAT THEY'RE TRYING TO FORCE ON US SOMETHING DIFFERENT THAN WHAT THEY OFFERED, NOT OURS! Dish is partners with Frontier they need to work with them to cancel our account and with NO DISCONNECT FEES, SINCE I WAS NEVER SHOWN ANY CONTRACT TO SIGN. THEY FRAUDULENTLY HAD ME SIGN SOMETHING AND TOLD ME IT WAS JUST STATING THAT THE EQUIP WAS INSTALLED, NEVER SHOWED ME ANY AGRMT.Dish does everything dishonestly and fraudulently. Companies should not fraudulently induce people into services or contracts that they have never seen or reviewed and NEVER AGREED TO. To me that is fraud and I want out of this service and I'm NOT paying a cancellation fee for something I never agreed to.
Final Consumer Response /* (4200, 12, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept the above offer, because it was NOT what we had originally agreed to and what WAS INDEED offered to us. I finally did get Frontier to talk to Dish (a good idea since both were blaming each other and not communicating). Frontier verified that we WERE indeed offered the 240 channels for $24.99 + $5/mo for the DVR service. If they would have given us this, we would have kept this offer.
I spoke with a supervisor named [redacted] and she did offer to cancel our service and let us out of our contract since she would not give us what WAS OFFERED to us. So we cancelled our service and they FINALLY AGREED NOT TO CHARGE US any termination fees, since we never signed any agreement with them. We do agree to that resolution.
Final Business Response /* (4000, 14, 2015/12/01) */
November 19, 2015
Ms. [redacted]
XXXXX [redacted] Dr.
[redacted] MI XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 19, 2015, we received your complaint, dated November 18, 2015, filed with the Revdex.com.
You continue to dispute the offer you received from DISH Network and the price you were quoted from Frontier. You indicate that you did not sign a DISH Network agreement.
This issue has already been resolved. Enclosed is a copy of my previous correspondence dated November 12, 2015.
As previously advised, the offer was not a DISH Network offerit was a Frontier offer. We sent Frontier a copy of the promotional advertisement you are referring to. After Frontier was able to research your claim and review the sales call, they confirmed that this is their offer that had expired. You were provide misinformation from one of their sales agents.
As I stated in a previous conversation, I could only release you from DISH Network's 24-month commitment once I received the results of Frontier's investigation. Because they provided misinformation, I released you from DISH Network's commitment and disconnected the service.
I previously provided you with a copy of your signed 24-month commitment to DISH Network. I have enclosed an additional copy for your review.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
January 11, 2018 Mr. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 2, 2018, we received your complaint, dated December 30, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. You also stated that although you were offered an equipment upgrade, you received different information regarding the associated fees. In addition, you said that you were charged for add-on services without your authorization. Your DISH Network service was activated on May 12, 2017, with a 24-month commitment. Your promotion included four movie channels (HBO, Cinemax, Showtime and Starz) and the DISH Movie Pack free for three months, as well as the Protection Plan free for six months. Since the movie channels were not removed after the free trial, you began to be charged the regular monthly price of $55.00. Notification of the upcoming charges were disclosed on your June 27, 2017, billing statement (enclosed). On August 12, 2017, Cinemax, Showtime, Starz and the DISH Movie Pack were removed from your account; however, you opted to keep HBO. A total credit of $55.00 was applied to your account for the removal and a refund of $65.00 was applied to your credit card account on August 15, 2017, for the previous charges. HBO was removed on August 29, 2017, and a total credit of $21.49 was applied to your account. The Protection Plan was removed from your account on November 5, 2017. Please be advised that a fee applies for an equipment upgrade. We also require a 24-month commitment. As DISH Network offers different models of our Hopper receivers, the upgrade fee can range from $50.00 to $150.00. However, the monthly DVR and additional receiver fees are the same. Our records show that our representative offered to waive the upgrade fee to replace your Hopper 2000 receiver with a Hopper with Sling receiver; however, you declined because of the term commitment. We appreciate that you brought this [redacted]er to our attention so we may address it internally with the appropriate personnel. When I spoke with you by phone on January 8, 2018, I advised you that I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 30, 2015 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Ms. [redacted]: On December 23, 2015, we received your complaint, dated December 22, 2015, filed with the Revdex.com. My attempts to reach you by phone on December 28, 29 and 30, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network debited your credit card account without your authorization, and you requested a refund. In order to assist you, I need further information regarding the transactions in question. Please contact me at your convenience. We also recommend that you dispute the charges with your credit card provider. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]. [redacted] [redacted] [redacted]
I need a box sent to my house to return your equipment! I had dirctv come up and set me up with service because you company can't fix my service. And when they where out they informed on how everything should have been set up and line buried since it wasn't on the roof and that when the satellite on the roof it a little better reception! Directv took 2 hour to set up my house unlike Mitch who took 1 hour!and I got my bill with none of the credit giving again bad service! And if my bill is not credit to zero I will fill a small claim again you! Which will cost you more in attorney fee then to credit me for the bad service! Send me a box so you can have the junk equipment back! Thanks also I had dirctv in for 48 hour and had a sever weather during that time April 26 2016 with pea size hail and didn't lose my service what does that say about your company!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/11/12) */
November 11, 2015
[redacted]
7 [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 6, 2015, we received your correspondence, dated November 5, 2015,...
filed with the Revdex.com.
You requested that your ex-husband's (Mr. [redacted]) name be removed from your account.
I attempted to reach you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on November 9, 10 and 11, 2015. I left five voice messages. These contact numbers are listed on your correspondence and account.
As requested, I removed Mr. [redacted]'s name from your account.
Because we value your business, I applied a $25.00 monthly credit to your account for ten months and sent four free Pay-Per-View Certificates to your email address, [redacted]@ssa.gov.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to know the basis for their "rules". How are they protecting the account holder by requiring their permission to change the name on the account when ultimately the account holder is liable for the bill and equipment. I am the one who wishes the account to be changed to my name and would ultimately be liable for the bill and equipment.
Initial Business Response /* (1000, 5, 2015/06/18) */
June 17, 2015
Mr. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On June 16, 2015, we received your correspondence, dated June 15, 2015, filed with the Better Business...
Bureau.
You indicated that you experienced technical issues related to streaming Sling International programming. You requested a refund of $26.68 for one month of service.
A refund for $26.68 has been issued. **ease allow seven to ten business days to receive the refund.
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: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
April 4, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 1, 2016, we received your rebuttal, dated March 31, 2016, filed with the Revdex.com. You expressed concern that your $150.00 payment could not be located with your bank account information. We have been communicating via email since March 23, 2016. During our email correspondence, I informed you that were unable to locate the payment with the bank account or the debit card numbers you provided. I recommended that you dispute the payment with your bank. When the dispute is processed the funds will be returned to your financial institution. However, you declined this option. I also asked that you provide me with your bank phone number and the name of a contact person, so that I may research this matter further. As of today, I have not received this information. As a courtesy, I previously applied a $50.00 credit to your account for programming. 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]
May 4, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On May 1, 2017, we received your complaint, dated April 29, 2017, filed with the Revdex.com. You indicated that you experienced signal issues and you requested to have them resolved. I attempted to reach you at [redacted] on May 4, 2017, however, I received your email requesting I correspond electronically. Our records indicate that we receive one technical assistance call on April 28, 2017, during which you reported that the signal issue had cleared up. We received no further contact concerning this issue until I received your complaint. I offered to send a technician for you free of charge. You accepted and I scheduled a technician visit to resolve this issue. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: The rep I talked to when I disconnected the service did not inform me that I could disconnect (end billing) the day that I called in. They stated December 2nd was the soonest I could disconnect. This was false information that led to my bill being excessive.
Sincerely,
[redacted]
Dear Mr. [redacted]: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. You disputed the Protection Plan and DVR fees applied to your account. You also expressed concern about the level of customer service you received and the...
inconvenience of replacing your receiver. When we spoke, I advised you that you subscribed to the Protection Plan and had the DVR receiver on your account from installation. As we never received a request in the past to remove either, they remained on your account. DISH Network relies on our customers to alert us if they wish to add or remove services or equipment. Additionally, we provide a monthly itemized bill so our customer may ensure that they are receiving the service they ordered. Our records also show that you were sent a sales confirmation email on September 3, 2009, which listed the service and equipment that you would receive prior to installation. While we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with a refund or compensation. However, as we appreciate your business, I applied a monthly $5.00 credit for 20 months to your account. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because:The statement by Mr. [redacted] is interesting. I Returned his first call 2 minutes after his calling and went directly to message. That was 3/2/16. I never received a call from Mr. [redacted] 3/3/16/. 3/4/16 the same as the first call, returned it within minutes and went directly to message. Neither of my messages were addressed or returned. His communications were to basically blame everthing on computer glitches, and everything was returned to as it should be. How Nice! I was the one inconvenienced, I was the one insulted, with barely a recognition on their part of anything. I would be a fool to continue to give them my business and my money.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/05) */
September 25, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your complaint, dated September 23, 2015, filed...
with the Revdex.com.
You said that you did not approve DISH Network to check your credit twice.
When we spoke, I advised you that our records indicate that you contacted us for service on August 28, 2015, when your credit was checked the first time. You then attempted to initiate an account online on August 29, 2015, during which you approved another credit check. You then called us on September 22, 2015, to initiate an account and approved the credit check then as well.
You indicated that your credit card would not go through when you tried to get service previously, and a review of your sales call from September 22, 2015, indicated that the agent with whom you spoke had some issue getting your credit card qualification approved, but was successful and your account was created.
As our records indicate that you approved all the inquiries, we are unable to remove them.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
April 3, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Ms. [redacted]: On March 24, 2017, we received your complaint, dated March 24, 2017, filed with the Revdex.com. You indicated that the address on the Digital Home Advantage (DHA) agreement and the address on the Revdex.com response are incorrect. You stated that the system was installed at the [redacted] address. You maintain that your sister was present during the installation and you did not sign the agreement. The address of [redacted], is the address that was provided to us at the time of the initial activation on March 22, 2015. It was not changed to the [redacted], address until you scheduled a move on November 23, 2015, and the system was then installed at the new location on November 24, 2015. Our response is sent to the address that you list on your complaint. You indicated that you did not sign the Digital Home Advantage (DHA) agreement, but your sister was present during the installation. By allowing someone to be present during the installation, you are authorizing them to sign the agreement on your behalf. The $86.98 balance is for unpaid service that was rendered. It remains valid and due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted]:On February 19, 2016, we received your complaint, dated February 17, 2016, filed with the Revdex.com.You said that you had not received boxes in which to return your leased equipment.We sincerely regret any inconvenience, and I arranged to have boxes sent to you.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###-###-####
Tell us why here...June 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On June 8, 2016, we received your rebuttal, dated June 7, 2016, filed with the Revdex.com. You disagreed with my response. You provided feedback regarding retailers and indicated that you returned the leased equipment. We regret any inconvenience you may have experienced. The leased equipment was returned on June 2, 2016, and no return shipping fees were applied to your account. In addition, a refund of $79.88 was applied to your credit card account ending in 7270 on May 24, 2016. As of May 25, 2016, your DISH Network account is at a zero balance. We appreciate your feedback and your concerns will be shared for internal review. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST(720) 514-7082
April 15, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On April 13, 2016, we received your correspondence, dated April 12, 2016, filed with the Revdex.com. You maintain that you were not informed of the two-year commitment when you added a receiver to your account. You also expressed concern with the the signed agreement and you disputed the early termination fee. When we spoke on April 14, 2016, I advised you that I reviewed your recorded call that took place on December 26, 2015, when you requested a Joey receiver be added to your account. The agent disclosed that the DISH’n It Up (DIU) equipment upgrade requires a 24-month commitment and that the Joey receiver would cost an additional $7.00 per month. You agreed to these terms. During the installation on December 29, 2015, the technician presented you with an electronic pad to sign containing the DIU agreement. On this same date, a copy of the signed agreement was emailed to [redacted]@yahoo.com. Although the early termination fee is valid, I made an exception and removed it from your account. I also submitted a refund of $318.34. Please allow five business days for processing. 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