December 23, 2015
Ms. [redacted], TX 77378
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.
You expressed concern with the billing statement of $277.73 that you received.
The billing statement of $277.73 is for service through January 31, 2016. As indicated in my previous correspondence, your service is currently in a service interruption and is scheduled to be fully disconnected on December 31, 2015. Once the disconnection is complete, your service charges will be backdated to the interruption date of December 1, 2015. The final service balance will be approximately $44.41.
Because your service is being disconnected prior to the fulfillment of your 24-month commitment, an early termination fee of $140.00 will apply.
You also maintain that you purchased the Hopper and two Joey receivers. This equipment was not purchased--it was obtained through our DISH'n It Up lease promotion on February 6, 2015. Once the service is canceled, we will provide boxes for the return of the equipment. If the equipment is not returned, you will incur unreturned equipment fees ranging from $49.00 to $249.00 per receiver.
A copy of your 24-month agreement which discloses the term commitment and lease of the equipment was previously provided.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You expressed concern that your billing due date has not been changed after you requested this change three times. You indicated that you have brought your account balance to zero and it still was not changed. Our records reflect that a request to change your billing cycle was submitted on February 29, 2016. It takes up to two billing cycles for the change to take effect. There is no way to override or expedite this process. When I spoke with you by telephone today, I apologized for the inconvenience and provided you with a credit for this month’s bill ($62.77). If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:I was quoted over the phone by the Dishnetwork csr that the total cost would be $217.98 icluding taxes. I paid that amount with my credit card. Please, refund the $435.98 that was not part of the coversation with the csr and the case can be closed.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
June 15, 2015
Ms. [redacted] Elaine [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 11, 2015, we received your complaint, dated June 10, 2015,...
filed with the Revdex.com.
You requested that DISH Network remove the satellite dish from your residence.
When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the receivers and remotes and will provide UPS boxes for the return. We do not require the return of the satellite dish. If you choose to have it removed, the starting cost for the removal is $60.00. You may also wish to contact a local retailer for a quote.
When I spoke with you by phone today, I advised you that we are unable to waive the cost for the removal of the satellite dish. As a courtesy, I waived the $10.00 box return fee and submitted a refund of $10.81 to your credit card account. Please allow up to five business days for the refund to process.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. You expressed concern about not receiving a refund for the credit balance on your account. When we spoke by phone, I told you that you will receive a refund of $162.24 within five business days. We strive to provide excellent service, and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [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
Initial Business Response /* (1000, 5, 2015/06/29) */
June 24, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with...
the Revdex.com.
You said that you requested to disconnect your DISH Network account but it was not done. You requested that your bill be adjusted.
I attempted to reach you at (XXX) XXX-XXXX on June 22, 23, and 24, 2015, and I left three voicemails.
In my last message, I advised you that our records do not reflect any requests to disconnect your account until June 2, 2015. At that time, your account was already interrupted due to non-payment. As I explained, your account was disconnected on June 22, 2015, but, as service was interrupted, your bill was backdated to May 23, 2015. As our records indicate that your current balance of $203.95 is for service rendered and is correct, we are unable to provide any further adjustments.
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] Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/09/04) */
August 21, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your complaint, dated August 17, 2015,...
filed with the Revdex.com.
You mentioned the following issues:
Equipment failure
Billing
Due date
Although we replaced a Hopper receiver on July 19, 2015, because of some technical issue, our records do not reveal any ongoing technical issues reported prior to or since that date.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. The agreement states that we reserve the right to change programming, packages and prices.
You enrolled in a 12-month introductory promotion that provided a $30.00 monthly credit for 12 months. This $30.00 credit reduced the price of the America's Top 200 package which is currently priced at $74.99 (formerly $69.99). Nine of these credits have been applied to your account.
However, since we experienced a $5.00 a month price increase in February 2015, a $5.00 monthly price protection credit was applied to your account for the remaining ten of your first 12 months. Seven of these credits have been applied to your account.
You were also provided a $15.00 monthly courtesy credit for ten months because of a dispute with a Gift Certificate offer. Five of these credits have been applied to your account.
You currently subscribe to the following service:
America's Top 200 $74.99
2 wireless Joeys $7.00 each
DVR service fee $12.00
$100.99 before tax
Also included in the DHA promotion was six months free of the Protection Plan warranty. This offer expired on your May 14, 2015, billing statement, and you began to be billed the regular price and your bill increased by $8.00. I removed the warranty to reduce your bill. Please note that should you need the warranty, you may re-subscribe.
The Protection Plan provides a customer with in-home service if we are not able to solve a technical problem over the phone. It provides free standard shipping and handling on all Return Authorization and accessory orders and reduces the cost of a technician visit.
When I spoke with you by telephone today, I advised you that your bill will continue to change as the credits expire.
DISH Network's change in our billing process to move the due date five days earlier was to align your due date with the start of your service period. You are still paying for the same service dates.
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]
December 18, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com.
You said you returned the...
leased equipment to DISH Network after your account was sent to collections. You requested that the information be removed from your credit report.
I attempted to reach you at ###-###-#### on December 15, 16 and 17, 2015. I left three voice messages.
I was unable to locate your account with the information you provided in your correspondence. So that I may assist you with this matter, please contact me directly and provide your 16-digit DISH Network account number.
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: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 15, 2016, we received your rebuttal, dated January 13, 2016, filed with the Revdex.com. You asked what information we need from you in order for you to receive a refund. Please provide me with a copy of your credit card account statement reflecting the charges, so the funds can be located. You can fax it to my attention at [redacted] or you can email it to [redacted]. Once I have received the documentation, I will follow up with you regarding 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
October 29, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Mr. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed with the Revdex.com.
You said that you...
experienced technical issues. You stated that when you contacted us you were advised to troubleshoot the issue, so you requested to disconnect your account.
I attempted to reach you at ###-###-#### on October 27, 28 and 29, 2015, and I left three voicemails.
In my last message, I advised you that a review of your April 4, 2015, chat revealed that the agent with whom you chatted requested that you use your remote to turn your receiver on, but you declined and requested to disconnect your account. The agent requested that you contact our Loyalty Team by phone in order to disconnect your account.
You then contacted us by phone and a review of that call revealed that you declined to troubleshoot or have a technician visit and again requested disconnection.
Please note that we received no previous calls for technical issues. As you were advised when you disconnected your account, it was under a 24-month commitment with eight months remaining. As such, a $270.00 early termination fee was applied. As you had a credit balance after disconnection, your final payment was $203.62.
While we regret any inconvenience this issue may have caused, as we were not given an opportunity to resolve any technical issues and as we were not made aware of any alleged hazardous conditions present with your leased equipment until your disconnection, we are unable to provide any further adjustments or refunds.
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
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You indicated that you recently audited the DISH Network account at your [redacted] property, and you maintain that your programming was upgraded from the America’s Top 120 to the America’s Top 200 without authorization. You said that you have no record of receiving notification of price increases or a request to change your programming package. You requested reimbursement of the price difference from approximately 2012. You also expressed concern with the customer service you received. As previously advised, we have no documentation of a request to change programming. Please note that per our Commercial Customer Agreement (section 2-E, pages 3 and 4), you have 20 days to dispute a bill. Failure to timely notify us of a dispute constitutes your acceptance of the bill (copy enclosed). Since there have been no disputes prior to this, the charges are valid. You have been billed accurately for the package that is provided to you and you have not been overcharged. We are unable to honor your request for reimbursement of the price difference. However, as a courtesy, I offered a credit of $2,880.00 for six months of the price difference. We have also offered to reduce your programming to the America’s Top 120 programming package. Please contact me directly to accept these offers. I received an email from you advising me that you will contact us after you discuss this with the HOA. No action is to be taken until further notice. With regard to the price increase, DISH Network experiences an annual price increase. Our records reveal that your price increase takes effect in the month of August and prorated charges appear on the August billing statement. Notification of the price increase is included with the billing statement. We apologize that you were not satisfied with the customer service you received. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ([redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015, filed with the Better Business...
Bureau.
My attempts to contact you by phone at (XXX) XXX-XXXX on May 5, 6 and 7, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the unreturned equipment fee of $50.00 that was applied to your account. You indicated that you returned the receiver and you were told you would not be charged.
A review of your account shows that the defective receiver was received on February 17, 2015; however, it was missing the Smart Card. As a result, a $50.00 unreturned equipment fee was applied to your account on April 28, 2015. I apologized that this information was not previously provided.
The $50.00 fee was removed from your account on May 3, 2015. As a courtesy, I reversed the $15.00 shipping fee as you requested.
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]
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015,...
filed with the Revdex.com.
You said that you were advised that your DISH Network account balance was zero, but you were then sent to collections for an unpaid balance.
I attempted to reach you at (XXX) XXX-XXXX on July 27, 28 and 30, 2015. I was able to leave two messages. My call on July 28, 2015, was picked up but no one spoke.
As I explained in my last message, our records indicate that your DISH Network TV balance was waived by Mr. [redacted] on March 20, 2015; however, you also had a dishNET internet account. Our records indicate that your last two payments for service rendered were disputed by your bank and returned.
Your billing shows that your October 7, 2014, payment for $118.90 and November 6, 2014, payment of $107.77 were disputed and returned leaving a balance on your dishNET account. As these payments were for service rendered and remained unpaid, your balance was referred to collections. I requested that you contact me with more information concerning these disputed payments so we may better research this issue.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/09/17) */
Please see attachment
Final Business Response /* (4000, 13, 2015/09/24) */
September 18, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 18, 2015, we received your rebuttal, dated September 17, 2015, filed with the Revdex.com.
You expressed concern about the balance associated with your dishNET account.
As our work hours coincided and we were unable to speak, I asked Mr. [redacted] to contact you. He offered to provide you a credit and refund on your DISH Network account if you agreed to pay the balance associated with your dishNET account. You agreed to his resolution and he is waiting to hear back from you concerning your payment.
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 (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]
[redacted] XXXXX
[redacted]
Dear Mr. [redacted]: On February 15, 2016, we received your rebuttal, dated February 15, 2016, filed with the Revdex.com. You said that if you don’t have a refund check waiting for you when you return home, you will be taking DISH Network to small claims court. DISH Network’s refund policy dictates that we refund a customer in the same manner in which we received the payment. If your credit card provider rejects your refund, DISH Network will send a refund check. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com. You disputed the balance associated with your DISH Network account because [redacted] was unable to install their services at your home. When we spoke I advised you that, while DISH Network fulfilled your order as requested and provided you with service from March 2, 2017, to July 4, 2017, I made an exception and waived your $319.30 balance, as a courtesy. As I explained, DISH Network and [redacted] are separate companies, and we have no control over whether [redacted] is able to fulfill the order you placed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/11/20) */
November 17, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 12, 2015, we received your correspondence, dated November 11,...
2015, filed with the Revdex.com.
You stated that when you lost your residence in a fire, you placed your DISH Network account on pause while you relocated. When you moved to your new residence you had your service moved. You were not informed that you were starting a new contractual commitment. You asked that the new contract term be waived.
In our November 12, 2015, email correspondence, I agreed to waive the remaining term of your contract. This will allow you to disconnect your account without penalty. 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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
November 7, 2016 Dear Mr. [redacted]: On November 1, 2016, we received your complaint, dated October 29, 2016, filed with the Revdex.com. You expressed concern with the balance of $60.00 that was reported to collections. You indicated that you...
were not provided with a copy of the 24-month agreement for the internet service as requested. Our records show that internet service was added to your account on July 21, 2014, with a 24-month commitment. Please be advised that the term commitment was agreed to verbally by phone. Your services were canceled on January 20, 2016. Since the internet term commitment was not fulfilled, an early termination fee of $60.00 was applied to your account. When I spoke with you by phone today, I advised you that the fee was removed on November 1, 2016, leaving your account with a zero balance. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. 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: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/09/25) */
September 10, 2015
Ms. [redacted]
316 [redacted] Ave.
[redacted] WA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 10, 2015, we received your complaint, dated September 9, 2015,...
filed with the Revdex.com.
You expressed concern regarding your account not being closed on September 4, 2015. You state that you paid for services you didn't use and you requested a full refund of your last payment.
When we spoke I agreed to honor the original disconnection date of September 4, 2015, and provide you with a refund of $60.34. Please allow up to five business days to receive your funds.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the quick response to my complaint and the willingness to address my issues!
Initial Business Response /* (1000, 5, 2015/08/31) */
August 20, 2015
**. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You maintain you requested that the Credit Card AutoPay (CCA) be removed from your account and you disputed the payment of $63.64. You requested a refund and compensation for an overdraft fee.
When you established CCA you authorized DISH Network to access your credit card account every month to collect the balance due. We have no record of any request for the removal of CCA.
You participated in the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because your service was disconnected prior to the promotional fulfillment date, you were billed $40.00 for an early termination fee. You were also billed for two $10.00 box return fees for the return of the leased equipment. Under the DHA promotion, the customer agrees to bear all costs and expense of the equipment return. The payment of $63.64 includes these fees, plus tax.
I made an exception and reversed the early termination and box return fees from your account. I also submitted a refund of $63.64. Please allow five business days for processing. We are unable to honor your compensation request for an overdraft fee.
When we spoke today, you advised me that your account has been paid in full and you have no further concerns.
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, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was given crdit back to my account.
December 23, 2015
Ms. [redacted], TX 77378
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.
You expressed concern with the billing statement of $277.73 that you received.
The billing statement of $277.73 is for service through January 31, 2016. As indicated in my previous correspondence, your service is currently in a service interruption and is scheduled to be fully disconnected on December 31, 2015. Once the disconnection is complete, your service charges will be backdated to the interruption date of December 1, 2015. The final service balance will be approximately $44.41.
Because your service is being disconnected prior to the fulfillment of your 24-month commitment, an early termination fee of $140.00 will apply.
You also maintain that you purchased the Hopper and two Joey receivers. This equipment was not purchased--it was obtained through our DISH'n It Up lease promotion on February 6, 2015. Once the service is canceled, we will provide boxes for the return of the equipment. If the equipment is not returned, you will incur unreturned equipment fees ranging from $49.00 to $249.00 per receiver.
A copy of your 24-month agreement which discloses the term commitment and lease of the equipment was previously provided.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 9, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. You expressed concern that your billing due date has not been changed after you requested this change three times. You indicated that you have brought your account balance to zero and it still was not changed. Our records reflect that a request to change your billing cycle was submitted on February 29, 2016. It takes up to two billing cycles for the change to take effect. There is no way to override or expedite this process. When I spoke with you by telephone today, I apologized for the inconvenience and provided you with a credit for this month’s bill ($62.77). If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:I was quoted over the phone by the Dishnetwork csr that the total cost would be $217.98 icluding taxes. I paid that amount with my credit card. Please, refund the $435.98 that was not part of the coversation with the csr and the case can be closed.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/16) */
June 15, 2015
Ms. [redacted] Elaine [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 11, 2015, we received your complaint, dated June 10, 2015,...
filed with the Revdex.com.
You requested that DISH Network remove the satellite dish from your residence.
When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the receivers and remotes and will provide UPS boxes for the return. We do not require the return of the satellite dish. If you choose to have it removed, the starting cost for the removal is $60.00. You may also wish to contact a local retailer for a quote.
When I spoke with you by phone today, I advised you that we are unable to waive the cost for the removal of the satellite dish. As a courtesy, I waived the $10.00 box return fee and submitted a refund of $10.81 to your credit card account. Please allow up to five business days for the refund to process.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
July 22, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On July 21, 2016, we received your complaint, dated July 18, 2016, filed with the Revdex.com. You expressed concern about not receiving a refund for the credit balance on your account. When we spoke by phone, I told you that you will receive a refund of $162.24 within five business days. We strive to provide excellent service, and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [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
Initial Business Response /* (1000, 5, 2015/06/29) */
June 24, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with...
the Revdex.com.
You said that you requested to disconnect your DISH Network account but it was not done. You requested that your bill be adjusted.
I attempted to reach you at (XXX) XXX-XXXX on June 22, 23, and 24, 2015, and I left three voicemails.
In my last message, I advised you that our records do not reflect any requests to disconnect your account until June 2, 2015. At that time, your account was already interrupted due to non-payment. As I explained, your account was disconnected on June 22, 2015, but, as service was interrupted, your bill was backdated to May 23, 2015. As our records indicate that your current balance of $203.95 is for service rendered and is correct, we are unable to provide any further adjustments.
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] Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/09/04) */
August 21, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 19, 2015, we received your complaint, dated August 17, 2015,...
filed with the Revdex.com.
You mentioned the following issues:
Equipment failure
Billing
Due date
Although we replaced a Hopper receiver on July 19, 2015, because of some technical issue, our records do not reveal any ongoing technical issues reported prior to or since that date.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. The agreement states that we reserve the right to change programming, packages and prices.
You enrolled in a 12-month introductory promotion that provided a $30.00 monthly credit for 12 months. This $30.00 credit reduced the price of the America's Top 200 package which is currently priced at $74.99 (formerly $69.99). Nine of these credits have been applied to your account.
However, since we experienced a $5.00 a month price increase in February 2015, a $5.00 monthly price protection credit was applied to your account for the remaining ten of your first 12 months. Seven of these credits have been applied to your account.
You were also provided a $15.00 monthly courtesy credit for ten months because of a dispute with a Gift Certificate offer. Five of these credits have been applied to your account.
You currently subscribe to the following service:
America's Top 200 $74.99
2 wireless Joeys $7.00 each
DVR service fee $12.00
$100.99 before tax
Also included in the DHA promotion was six months free of the Protection Plan warranty. This offer expired on your May 14, 2015, billing statement, and you began to be billed the regular price and your bill increased by $8.00. I removed the warranty to reduce your bill. Please note that should you need the warranty, you may re-subscribe.
The Protection Plan provides a customer with in-home service if we are not able to solve a technical problem over the phone. It provides free standard shipping and handling on all Return Authorization and accessory orders and reduces the cost of a technician visit.
When I spoke with you by telephone today, I advised you that your bill will continue to change as the credits expire.
DISH Network's change in our billing process to move the due date five days earlier was to align your due date with the start of your service period. You are still paying for the same service dates.
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]
Final Consumer Response /* (2000, 5, 2015/05/11) */
Problem Solved with Dish by [redacted] ([redacted]). Please closed case. thank you
December 18, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 15, 2015, we received your correspondence, dated December 14, 2015, filed with the Revdex.com.
You said you returned the...
leased equipment to DISH Network after your account was sent to collections. You requested that the information be removed from your credit report.
I attempted to reach you at ###-###-#### on December 15, 16 and 17, 2015. I left three voice messages.
I was unable to locate your account with the information you provided in your correspondence. So that I may assist you with this matter, please contact me directly and provide your 16-digit DISH Network account number.
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: Monday - Friday, 6:00 am to 2:30 pm MST
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 15, 2016, we received your rebuttal, dated January 13, 2016, filed with the Revdex.com. You asked what information we need from you in order for you to receive a refund. Please provide me with a copy of your credit card account statement reflecting the charges, so the funds can be located. You can fax it to my attention at [redacted] or you can email it to [redacted]. Once I have received the documentation, I will follow up with you regarding 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
October 29, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Mr. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015, filed with the Revdex.com.
You said that you...
experienced technical issues. You stated that when you contacted us you were advised to troubleshoot the issue, so you requested to disconnect your account.
I attempted to reach you at ###-###-#### on October 27, 28 and 29, 2015, and I left three voicemails.
In my last message, I advised you that a review of your April 4, 2015, chat revealed that the agent with whom you chatted requested that you use your remote to turn your receiver on, but you declined and requested to disconnect your account. The agent requested that you contact our Loyalty Team by phone in order to disconnect your account.
You then contacted us by phone and a review of that call revealed that you declined to troubleshoot or have a technician visit and again requested disconnection.
Please note that we received no previous calls for technical issues. As you were advised when you disconnected your account, it was under a 24-month commitment with eight months remaining. As such, a $270.00 early termination fee was applied. As you had a credit balance after disconnection, your final payment was $203.62.
While we regret any inconvenience this issue may have caused, as we were not given an opportunity to resolve any technical issues and as we were not made aware of any alleged hazardous conditions present with your leased equipment until your disconnection, we are unable to provide any further adjustments or refunds.
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
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
January 21, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 11, 2016, filed with the Revdex.com. You indicated that you recently audited the DISH Network account at your [redacted] property, and you maintain that your programming was upgraded from the America’s Top 120 to the America’s Top 200 without authorization. You said that you have no record of receiving notification of price increases or a request to change your programming package. You requested reimbursement of the price difference from approximately 2012. You also expressed concern with the customer service you received. As previously advised, we have no documentation of a request to change programming. Please note that per our Commercial Customer Agreement (section 2-E, pages 3 and 4), you have 20 days to dispute a bill. Failure to timely notify us of a dispute constitutes your acceptance of the bill (copy enclosed). Since there have been no disputes prior to this, the charges are valid. You have been billed accurately for the package that is provided to you and you have not been overcharged. We are unable to honor your request for reimbursement of the price difference. However, as a courtesy, I offered a credit of $2,880.00 for six months of the price difference. We have also offered to reduce your programming to the America’s Top 120 programming package. Please contact me directly to accept these offers. I received an email from you advising me that you will contact us after you discuss this with the HOA. No action is to be taken until further notice. With regard to the price increase, DISH Network experiences an annual price increase. Our records reveal that your price increase takes effect in the month of August and prorated charges appear on the August billing statement. Notification of the price increase is included with the billing statement. We apologize that you were not satisfied with the customer service you received. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ([redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015, filed with the Better Business...
Bureau.
My attempts to contact you by phone at (XXX) XXX-XXXX on May 5, 6 and 7, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the unreturned equipment fee of $50.00 that was applied to your account. You indicated that you returned the receiver and you were told you would not be charged.
A review of your account shows that the defective receiver was received on February 17, 2015; however, it was missing the Smart Card. As a result, a $50.00 unreturned equipment fee was applied to your account on April 28, 2015. I apologized that this information was not previously provided.
The $50.00 fee was removed from your account on May 3, 2015. As a courtesy, I reversed the $15.00 shipping fee as you requested.
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]
Initial Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015,...
filed with the Revdex.com.
You said that you were advised that your DISH Network account balance was zero, but you were then sent to collections for an unpaid balance.
I attempted to reach you at (XXX) XXX-XXXX on July 27, 28 and 30, 2015. I was able to leave two messages. My call on July 28, 2015, was picked up but no one spoke.
As I explained in my last message, our records indicate that your DISH Network TV balance was waived by Mr. [redacted] on March 20, 2015; however, you also had a dishNET internet account. Our records indicate that your last two payments for service rendered were disputed by your bank and returned.
Your billing shows that your October 7, 2014, payment for $118.90 and November 6, 2014, payment of $107.77 were disputed and returned leaving a balance on your dishNET account. As these payments were for service rendered and remained unpaid, your balance was referred to collections. I requested that you contact me with more information concerning these disputed payments so we may better research this issue.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/09/17) */
Please see attachment
Final Business Response /* (4000, 13, 2015/09/24) */
September 18, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 18, 2015, we received your rebuttal, dated September 17, 2015, filed with the Revdex.com.
You expressed concern about the balance associated with your dishNET account.
As our work hours coincided and we were unable to speak, I asked Mr. [redacted] to contact you. He offered to provide you a credit and refund on your DISH Network account if you agreed to pay the balance associated with your dishNET account. You agreed to his resolution and he is waiting to hear back from you concerning your payment.
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 (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]
[redacted] XXXXX
[redacted]
Dear Mr. [redacted]: On February 15, 2016, we received your rebuttal, dated February 15, 2016, filed with the Revdex.com. You said that if you don’t have a refund check waiting for you when you return home, you will be taking DISH Network to small claims court. DISH Network’s refund policy dictates that we refund a customer in the same manner in which we received the payment. If your credit card provider rejects your refund, DISH Network will send a refund check. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
August 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On July 27, 2017, we received your complaint, dated July 26, 2017, filed with the Revdex.com. You disputed the balance associated with your DISH Network account because [redacted] was unable to install their services at your home. When we spoke I advised you that, while DISH Network fulfilled your order as requested and provided you with service from March 2, 2017, to July 4, 2017, I made an exception and waived your $319.30 balance, as a courtesy. As I explained, DISH Network and [redacted] are separate companies, and we have no control over whether [redacted] is able to fulfill the order you placed. 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]
Initial Business Response /* (1000, 4, 2015/11/20) */
November 17, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 12, 2015, we received your correspondence, dated November 11,...
2015, filed with the Revdex.com.
You stated that when you lost your residence in a fire, you placed your DISH Network account on pause while you relocated. When you moved to your new residence you had your service moved. You were not informed that you were starting a new contractual commitment. You asked that the new contract term be waived.
In our November 12, 2015, email correspondence, I agreed to waive the remaining term of your contract. This will allow you to disconnect your account without penalty. 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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
November 7, 2016 Dear Mr. [redacted]: On November 1, 2016, we received your complaint, dated October 29, 2016, filed with the Revdex.com. You expressed concern with the balance of $60.00 that was reported to collections. You indicated that you...
were not provided with a copy of the 24-month agreement for the internet service as requested. Our records show that internet service was added to your account on July 21, 2014, with a 24-month commitment. Please be advised that the term commitment was agreed to verbally by phone. Your services were canceled on January 20, 2016. Since the internet term commitment was not fulfilled, an early termination fee of $60.00 was applied to your account. When I spoke with you by phone today, I advised you that the fee was removed on November 1, 2016, leaving your account with a zero balance. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. 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: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/09/25) */
September 10, 2015
Ms. [redacted]
316 [redacted] Ave.
[redacted] WA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 10, 2015, we received your complaint, dated September 9, 2015,...
filed with the Revdex.com.
You expressed concern regarding your account not being closed on September 4, 2015. You state that you paid for services you didn't use and you requested a full refund of your last payment.
When we spoke I agreed to honor the original disconnection date of September 4, 2015, and provide you with a refund of $60.34. Please allow up to five business days to receive your funds.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (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
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the quick response to my complaint and the willingness to address my issues!
Initial Business Response /* (1000, 5, 2015/08/31) */
August 20, 2015
**. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On August 19, 2015, we received your correspondence, dated August 18, 2015,...
filed with the Revdex.com.
You maintain you requested that the Credit Card AutoPay (CCA) be removed from your account and you disputed the payment of $63.64. You requested a refund and compensation for an overdraft fee.
When you established CCA you authorized DISH Network to access your credit card account every month to collect the balance due. We have no record of any request for the removal of CCA.
You participated in the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because your service was disconnected prior to the promotional fulfillment date, you were billed $40.00 for an early termination fee. You were also billed for two $10.00 box return fees for the return of the leased equipment. Under the DHA promotion, the customer agrees to bear all costs and expense of the equipment return. The payment of $63.64 includes these fees, plus tax.
I made an exception and reversed the early termination and box return fees from your account. I also submitted a refund of $63.64. Please allow five business days for processing. We are unable to honor your compensation request for an overdraft fee.
When we spoke today, you advised me that your account has been paid in full and you have no further concerns.
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, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was given crdit back to my account.