February 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You expressed concern with the monthly billing rate. You requested service at $65.00 per month for the next two years and a refund. I attempted to reach you at [redacted] on February 22, 23 and 24, 2016. I left three voice messages. Although you returned my call we were unable to speak directly. When you agreed to the Digital Home Advantage (DHA) promotion with a 24-month commitment, we provided you with a monthly discount of $25.00 for 12 months, and a credit of $34.99 for three months for the international service. You also received HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months with the Protection Plan free for four months. When the free programming and discounts ended you were billed the regular price. As a courtesy, a monthly credit of $22.00 was applied to your account for six months starting in August 2015. When this credit ended the regular price applied. You currently subscribe to the America’s Top 120 package with the Hindi: Mega Pack. The monthly billing rate before tax and discounts is $119.98. On February 18, 2016, we applied a monthly $20.00 credit to your account through August 2016. You are also receiving the Hindi: Mega Pack at half price for six months. These credits reduce the monthly price to $72.49 before tax. While we appreciate your business, we are unable to apply additional credits to your account. Please note that you may downgrade your programming package at any time to assist with the cost of service. The billing is accurate and no refund is warranted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
February 25, 2016 Mr. and Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You said you are experiencing technical issues with the HD channels and you expressed concern with the cost of a technician visit. When we spoke February 22, 2016, I informed you that DISH Network offers a 60-day warranty from the date of installation. If a technician visit is requested after this date, the cost is $95.00. However, if the customer subscribes to the Protection Plan at $8.00 per month, the technician visit cost is reduced to $10.00. You disagreed with my explanation and I advised you I will follow-up with a letter response. If you would like to subscribe to the Protection Plan, I will make an exception and waive the $10.00 technician visit fee. Please note that if the Protection Plan is removed prior to 180 days after adding it, a $30.00 fee will apply. After our initial conversation, a free technician visit was completed today. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
[redacted] Dear Ms. Clark: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You said you moved and a new account was established. You disputed the early termination fee and collection attempts. When we spoke on March 3, 2016, you told me that a new DISH Network account was opened in your husband’s name when you moved. To resolve this matter, I removed the $220.00 early termination fee from your account. This information will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. You accepted this resolution. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: Why would I continue to ask for an extension when u don't give extensions the way the account was set up. You would cut my service off on the day that it was first set up. That should further prove my point that I did ask for my date to change. If you could not give me a extension and I stop getting paid on the day it was initionally set up then. I would clearly ask for days to be changed. As I did on many occasions. Because the way you set the account up that wouldnt allow me to get an extension and cutting my service off on the 16th and my pay date had changed. I explained all of that to the representative. What I don't understand that if u no all of that why u can't find the information that I have that states you would make the changes to my account. Months before August. When my credit card declined I called in an explained to you all that it did because I no longer got a check before the 16th that is why I requested the change in the first place. And yes after I talk to someone about that I did ask for an extension but I was told that my account set up wouldnt allow in which I was (still asking the same thing why my dates haven't been changed after I was told they would.) Either way you look at it. I still requested my dates to be changed way before August and your representative failed to change it after they got me to pay the bill after you all disconnected my service and call back to make the request. And after I called month after month about the same thing. If you can get all that information keep searching I'm pretty sure you will run across the conversations that ive had about changing my dates. Thank you and God bless!
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
Hilarious. Not the case or remotely close to the facts. I have evidence that I was re-enrolled in direct payment at least 6 times and I left DISH because of your incredibly bad service. It is a result of this which, when I was forced to cancel, no longer allowed me to watch the NHL network. All calls to DISH are recorded and you obviously did not take the time to listen to any or check the notes on my account. Your response is no better than the robots that answer your 800 number. This will get resolved in a legal manner. Your corporate Vice President is making every effort to settle this with me and they will get a kick out of your response. I can hardly contain myself
Complaint Response Date bumped because: Data Base Migration
Dear Ms. [redacted]: On April 27, 2016, we received your complaint, dated April 24, 2016, filed with the Revdex.com. You disputed the signature on, and the information contained within, your Digital Home Advantage (DHA) agreement. You also maintain that you were charged for moving your service. Please review your DHA agreement that I sent with my previous response and note the section on changes in pricing on the first page. Additionally, as I explained in my previous response, you were advised on the call that your promotional credits would be removed if you paused your service. Our records indicate that the same signature on your DHA agreement from March 4, 2015, is on your service agreement from March 11, 2015, seven days after your initial installation. Please note that as the service agreement and DHA agreement are both signed on an electronic tablet, your signature may appear distorted as the stylus may not track as quickly as a pen would. Please refer to your January 2016 bill and note that the fee for our Move-In Deal is $0.00, which means a charge was never applied for moving your service. While we regret any inconvenience, we’re unable to waive your early termination fee. 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 ###-###-####
[redacted] Dear Ms. [redacted]: On January 19, 2017, we received your complaint, dated January 18, 2017, filed with the Revdex.com. You disputed the $99.00 unreturned equipment fee that was applied to your account and you maintain that it is not a legitimate charge, as you returned the other equipment. When I spoke with you by telephone today, I informed you that we received the receivers and the modem but the $99.00 fee is for the unreturned TRIA, which is a piece of the internet satellite dish. The return boxes that you received provided instructions and the TRIA was included in the list of equipment that needed to be returned. You indicated that you did not receive the instructions. As an exception, I reversed the fee and I removed the TRIA from your account. The remaining balance is $44.73. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/12/02) */
November 25, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your correspondence, dated November 2*,...
2015, filed with the Revdex.com.
You indicated that you have been charged a higher rate for your DISH Network service then what you were quoted at the time of purchase. You addressed the matter and you understood that it was corrected; however, you claim you were charged the wrong amount on your current bill. You requested that this matter be corrected.
When we spoke today, I explained that the November 6, 2015, bill for $11*.69 included charges for your premium promotional programming. The promotion ended after the bill was generated and the necessary adjustments were applied to your account. The credit will be reflected on your next bill. We also reviewed your monthly charges and we confirmed that they were correct. 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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]
[redacted] Dear Ms. [redacted] and Mr. [redacted]: On March 24, 2017, we received your complaint, dated March 23, 2017, filed with the Revdex.com. You said DISH Network advised you that you owe a $100.00 although you were under the impression that your account was current. When we spoke today, I advised you that your account balance is currently $97.24. We reviewed your monthly bills and the payments posted to your account. I advised you that we did not receive a payment for your January 2017 bill. I emailed a copy of your monthly statements to [redacted] for your review. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response and would like to speak to someone besides you. You were also rude. My husband also stated he didn’t call yet you continued to tell me you were listening to a call and he did ask to cancel the protection plan that I cancelle. I canceled the service as I stated an asked for an apology for the rude customer service and still was not given one. I am happy my service is canceled but am not happy with the bad customer service. It is never ok to provide the customer service I have received regardless of your personal feelings.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We obviously agree to disagree, and the theory of the customer being right is not something DISH takes serious. I'm sorry your callsdon't log the conversation correctly and I hope it's not due to technician error. We spoke with several people at DISH about this and confirmed our decision to leave DISH was the right one, we have paid our account in full as agreed by the customer care team but we have since received another statement of 70.xx plus dollars due of an amount we do not owe (stating we have early termination fees), which we do not and it was agreed to by another agent (who was eagerly happy to cancel us as DISH clients). We expect these charges to be removed and the equipment will be sent back as soon as we receive our box to send them back in.
Sincerely,
[redacted]
December 17, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####017
Dear Mr. [redacted]:
On December 9, 2015, we received your correspondence, dated December 9, 2015, filed with the Revdex.com.
You indicated that...
you purchased your DISH Network service from [redacted] Group, an independent retailer. You also requested phone and internet service. You understood that these services would be provided for $69.00 a month. However, when the TV service was installed you were informed that this did not include internet and phone service. Your attempts to resolve the matter were unsuccessful.
You requested that the TV service be disconnected. At the time you were informed that you would be charged an early termination fee. You would like your service to be removed and disconnected without an early termination fee. Additionally, [redacted] charged you a $39.95 installation fee that you would like refunded.
When we spoke on December 14, 2015, I advised you that a review of the sales call revealed that the $69.00 quoted rate was for TV service only, and the process to order phone and internet service was not completed. However, as a courtesy, I have waived the early termination fee, scheduled a free deinstallation and agreed to resolve the account balance. I informed you that you would need to address the installation fee directly with [redacted] Group. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 28, 2015 [redacted] Mesquite, NV [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On...
December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You said that DISH Network is charging you for unreturned equipment that you returned. You requested that we reverse the charge and provide you with a refund of $95.79. When we spoke, I told you that I reversed the unreturned equipment fee and submitted a refund for the $95.79. You confirmed that you have received the 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 ###-###-####. 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 ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
The approval response was miss leading...would have paid them whatever needed for service but not willing to work out any thing with me...lost customer, frustrated
Initial Business Response /* (1000, 4, 2015/11/30) */
November 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 16, 2015, filed...
with the Revdex.com.
You disputed the early termination fees applied to your DISH Network account. You said that you were advised that you would receive Jonesborough, AR locals but you received Springfield, MO locals instead.
I attempted to reach you at (XXX) XXX-XXXX on November 19, 20 and 23, 2015, and I left four voicemails.
As I advised you in my last message, since you initiated your account through an independent retailer, I requested to have your sales call reviewed for misinformation. It was found that the salesperson assumed that you would receive the same locals that you had previously. Unfortunately, your zip code qualified you for different locals.
As there was confusion concerning your local channels, I made an exception and waived your early termination fees.
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]
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On February 10, 2016, we received your complaint, dated February 8, 2016, filed with the Revdex.com. You expressed concern about the following issue: BillingEquipmentCustomer serviceWhen we spoke, I advised you that we have no record of the $442.00 charge to which...
you referred, nor are we able to obtain your checking account and routing number from a debit or credit card number. I requested that you provide me with a copy of the bank statement showing this charge, but I have not received it as yet.Please note that DISH Network did not provide a price-lock promotion when your account was initiated. The enclosed copies of your bills show that your monthly billing fluctuated or increased because we either received partial payments or received no payment at all. Your account was disconnected due to non-payment on May 17, 2014, as we did not receive a payment after March 12, 2014.As I explained, we have no record of receiving the receivers or internet equipment associated with your account. I checked our records again after we spoke and I was still unable to locate any of the equipment associated with your account.The agents with whom you spoke were correct when they advised you that DISH Network is not able to alter the type of payment without you providing new information (checking account/routing number).While we sincerely regret any inconvenience this issue may have caused, we are unable to waive your current $1,407.87 balance. If we receive the leased equipment associated with your account or if you can provide proof that you returned it, the unreturned equipment fees will be waived.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###-###-####
Initial Business Response /* (1000, 5, 2015/07/16) */
July 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the speed and the technicians who were sent to your home were unable to resolve the issue.
A 24-month commitment was added to your account on June 21, 2015, when internet service was added as a bundle to your TV service.
Our records confirm that a technician was sent to your home on July 6, 8 and 12, 2015. Although they found no issues with the equipment, they replaced the cables and internet modem.
When I spoke with you by phone today, I advised you that I waived the term commitment for your internet service. As you requested, I disconnected the service. Credits totaling $98.26 were applied to your account for the time without service and the future services billed for but not received.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much I'm very satisfied in the way it was handled thank you very much.
[redacted] Dear Ms. [redacted]: On December 21, 2017, we received your complaint, dated December 20, 2017, filed with the Federal Communications Commission. You expressed concern that our records reveal that you entered into a new 24-month commitment on June 8, 2017, but you have no recollection of this. You requested a copy of the agreement. Our records reveal that you agreed to the Renewal Offer, which is a two-year price guarantee which requires a two-year agreement. Although we were unable to locate a call, the renewal email was sent to you twice: on June 7, 2017, at 2:44 pm and on June 8, 2017, at 4:04 pm. This email instructed you on how to redeem the price guarantee through your online account. We show that you accepted this offer on June 8, 2017. Nevertheless, on December 20, 2017, an exception was made and the early termination fee was waived. When I spoke with you by telephone today, you confirmed that this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Case Manager Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Federal Communications Commission 1270 Fairfield Road Gettysburg, PA 17325-7245
Initial Business Response /* (1000, 5, 2015/09/24) */
September 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On September 9, 2015, we received your complaint, dated September 8,...
2015, filed with the Revdex.com.
You indicated that you were unaware that a service order for DISH Network service was established, as the representative who contacted you gave the impression that your existing DIRECTV was being upgraded. You also stated that you were signed up for Credit Card AutoPay without authorization.
Our records show that the service order was canceled on September 2, 2015.
When I spoke with you by phone on September 9, 2015, I thanked you for bringing this matter to our attention. Please be assured that your concerns will be addressed internally with the appropriate personnel.
We regret any inconvenience that 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
February 24, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You expressed concern with the monthly billing rate. You requested service at $65.00 per month for the next two years and a refund. I attempted to reach you at [redacted] on February 22, 23 and 24, 2016. I left three voice messages. Although you returned my call we were unable to speak directly. When you agreed to the Digital Home Advantage (DHA) promotion with a 24-month commitment, we provided you with a monthly discount of $25.00 for 12 months, and a credit of $34.99 for three months for the international service. You also received HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months with the Protection Plan free for four months. When the free programming and discounts ended you were billed the regular price. As a courtesy, a monthly credit of $22.00 was applied to your account for six months starting in August 2015. When this credit ended the regular price applied. You currently subscribe to the America’s Top 120 package with the Hindi: Mega Pack. The monthly billing rate before tax and discounts is $119.98. On February 18, 2016, we applied a monthly $20.00 credit to your account through August 2016. You are also receiving the Hindi: Mega Pack at half price for six months. These credits reduce the monthly price to $72.49 before tax. While we appreciate your business, we are unable to apply additional credits to your account. Please note that you may downgrade your programming package at any time to assist with the cost of service. The billing is accurate and no refund is warranted. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
February 25, 2016 Mr. and Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On February 19, 2016, we received your correspondence, dated February 18, 2016, filed with the Revdex.com. You said you are experiencing technical issues with the HD channels and you expressed concern with the cost of a technician visit. When we spoke February 22, 2016, I informed you that DISH Network offers a 60-day warranty from the date of installation. If a technician visit is requested after this date, the cost is $95.00. However, if the customer subscribes to the Protection Plan at $8.00 per month, the technician visit cost is reduced to $10.00. You disagreed with my explanation and I advised you I will follow-up with a letter response. If you would like to subscribe to the Protection Plan, I will make an exception and waive the $10.00 technician visit fee. Please note that if the Protection Plan is removed prior to 180 days after adding it, a $30.00 fee will apply. After our initial conversation, a free technician visit was completed today. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
March 4, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. Clark: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You said you moved and a new account was established. You disputed the early termination fee and collection attempts. When we spoke on March 3, 2016, you told me that a new DISH Network account was opened in your husband’s name when you moved. To resolve this matter, I removed the $220.00 early termination fee from your account. This information will be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. You accepted this resolution. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because: Why would I continue to ask for an extension when u don't give extensions the way the account was set up. You would cut my service off on the day that it was first set up. That should further prove my point that I did ask for my date to change. If you could not give me a extension and I stop getting paid on the day it was initionally set up then. I would clearly ask for days to be changed. As I did on many occasions. Because the way you set the account up that wouldnt allow me to get an extension and cutting my service off on the 16th and my pay date had changed. I explained all of that to the representative. What I don't understand that if u no all of that why u can't find the information that I have that states you would make the changes to my account. Months before August. When my credit card declined I called in an explained to you all that it did because I no longer got a check before the 16th that is why I requested the change in the first place. And yes after I talk to someone about that I did ask for an extension but I was told that my account set up wouldnt allow in which I was (still asking the same thing why my dates haven't been changed after I was told they would.) Either way you look at it. I still requested my dates to be changed way before August and your representative failed to change it after they got me to pay the bill after you all disconnected my service and call back to make the request. And after I called month after month about the same thing. If you can get all that information keep searching I'm pretty sure you will run across the conversations that ive had about changing my dates. Thank you and God bless!
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
Hilarious. Not the case or remotely close to the facts. I have evidence that I was re-enrolled in direct payment at least 6 times and I left DISH because of your incredibly bad service. It is a result of this which, when I was forced to cancel, no longer allowed me to watch the NHL network. All calls to DISH are recorded and you obviously did not take the time to listen to any or check the notes on my account. Your response is no better than the robots that answer your 800 number. This will get resolved in a legal manner. Your corporate Vice President is making every effort to settle this with me and they will get a kick out of your response. I can hardly contain myself
Complaint Response Date bumped because: Data Base Migration
Dear Ms. [redacted]: On April 27, 2016, we received your complaint, dated April 24, 2016, filed with the Revdex.com. You disputed the signature on, and the information contained within, your Digital Home Advantage (DHA) agreement. You also maintain that you were charged for moving your service. Please review your DHA agreement that I sent with my previous response and note the section on changes in pricing on the first page. Additionally, as I explained in my previous response, you were advised on the call that your promotional credits would be removed if you paused your service. Our records indicate that the same signature on your DHA agreement from March 4, 2015, is on your service agreement from March 11, 2015, seven days after your initial installation. Please note that as the service agreement and DHA agreement are both signed on an electronic tablet, your signature may appear distorted as the stylus may not track as quickly as a pen would. Please refer to your January 2016 bill and note that the fee for our Move-In Deal is $0.00, which means a charge was never applied for moving your service. While we regret any inconvenience, we’re unable to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
January 20, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 19, 2017, we received your complaint, dated January 18, 2017, filed with the Revdex.com. You disputed the $99.00 unreturned equipment fee that was applied to your account and you maintain that it is not a legitimate charge, as you returned the other equipment. When I spoke with you by telephone today, I informed you that we received the receivers and the modem but the $99.00 fee is for the unreturned TRIA, which is a piece of the internet satellite dish. The return boxes that you received provided instructions and the TRIA was included in the list of equipment that needed to be returned. You indicated that you did not receive the instructions. As an exception, I reversed the fee and I removed the TRIA from your account. The remaining balance is $44.73. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/12/02) */
November 25, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your correspondence, dated November 2*,...
2015, filed with the Revdex.com.
You indicated that you have been charged a higher rate for your DISH Network service then what you were quoted at the time of purchase. You addressed the matter and you understood that it was corrected; however, you claim you were charged the wrong amount on your current bill. You requested that this matter be corrected.
When we spoke today, I explained that the November 6, 2015, bill for $11*.69 included charges for your premium promotional programming. The promotion ended after the bill was generated and the necessary adjustments were applied to your account. The credit will be reflected on your next bill. We also reviewed your monthly charges and we confirmed that they were correct. 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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 30, 2017 [redacted]
[redacted] *
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Ms. [redacted] and Mr. [redacted]: On March 24, 2017, we received your complaint, dated March 23, 2017, filed with the Revdex.com. You said DISH Network advised you that you owe a $100.00 although you were under the impression that your account was current. When we spoke today, I advised you that your account balance is currently $97.24. We reviewed your monthly bills and the payments posted to your account. I advised you that we did not receive a payment for your January 2017 bill. I emailed a copy of your monthly statements to [redacted] for your review. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response and would like to speak to someone besides you. You were also rude. My husband also stated he didn’t call yet you continued to tell me you were listening to a call and he did ask to cancel the protection plan that I cancelle. I canceled the service as I stated an asked for an apology for the rude customer service and still was not given one. I am happy my service is canceled but am not happy with the bad customer service. It is never ok to provide the customer service I have received regardless of your personal feelings.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We obviously agree to disagree, and the theory of the customer being right is not something DISH takes serious. I'm sorry your callsdon't log the conversation correctly and I hope it's not due to technician error. We spoke with several people at DISH about this and confirmed our decision to leave DISH was the right one, we have paid our account in full as agreed by the customer care team but we have since received another statement of 70.xx plus dollars due of an amount we do not owe (stating we have early termination fees), which we do not and it was agreed to by another agent (who was eagerly happy to cancel us as DISH clients). We expect these charges to be removed and the equipment will be sent back as soon as we receive our box to send them back in.
Sincerely,
[redacted]
December 17, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####017
Dear Mr. [redacted]:
On December 9, 2015, we received your correspondence, dated December 9, 2015, filed with the Revdex.com.
You indicated that...
you purchased your DISH Network service from [redacted] Group, an independent retailer. You also requested phone and internet service. You understood that these services would be provided for $69.00 a month. However, when the TV service was installed you were informed that this did not include internet and phone service. Your attempts to resolve the matter were unsuccessful.
You requested that the TV service be disconnected. At the time you were informed that you would be charged an early termination fee. You would like your service to be removed and disconnected without an early termination fee. Additionally, [redacted] charged you a $39.95 installation fee that you would like refunded.
When we spoke on December 14, 2015, I advised you that a review of the sales call revealed that the $69.00 quoted rate was for TV service only, and the process to order phone and internet service was not completed. However, as a courtesy, I have waived the early termination fee, scheduled a free deinstallation and agreed to resolve the account balance. I informed you that you would need to address the installation fee directly with [redacted] Group. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
December 28, 2015 [redacted] Mesquite, NV [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On...
December 22, 2015, we received your complaint, dated December 21, 2015, filed with the Revdex.com. You said that DISH Network is charging you for unreturned equipment that you returned. You requested that we reverse the charge and provide you with a refund of $95.79. When we spoke, I told you that I reversed the unreturned equipment fee and submitted a refund for the $95.79. You confirmed that you have received the 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 ###-###-####. 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 ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
The approval response was miss leading...would have paid them whatever needed for service but not willing to work out any thing with me...lost customer, frustrated
Initial Business Response /* (1000, 4, 2015/11/30) */
November 23, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 16, 2015, filed...
with the Revdex.com.
You disputed the early termination fees applied to your DISH Network account. You said that you were advised that you would receive Jonesborough, AR locals but you received Springfield, MO locals instead.
I attempted to reach you at (XXX) XXX-XXXX on November 19, 20 and 23, 2015, and I left four voicemails.
As I advised you in my last message, since you initiated your account through an independent retailer, I requested to have your sales call reviewed for misinformation. It was found that the salesperson assumed that you would receive the same locals that you had previously. Unfortunately, your zip code qualified you for different locals.
As there was confusion concerning your local channels, I made an exception and waived your early termination fees.
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]
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On February 10, 2016, we received your complaint, dated February 8, 2016, filed with the Revdex.com. You expressed concern about the following issue: BillingEquipmentCustomer serviceWhen we spoke, I advised you that we have no record of the $442.00 charge to which...
you referred, nor are we able to obtain your checking account and routing number from a debit or credit card number. I requested that you provide me with a copy of the bank statement showing this charge, but I have not received it as yet.Please note that DISH Network did not provide a price-lock promotion when your account was initiated. The enclosed copies of your bills show that your monthly billing fluctuated or increased because we either received partial payments or received no payment at all. Your account was disconnected due to non-payment on May 17, 2014, as we did not receive a payment after March 12, 2014.As I explained, we have no record of receiving the receivers or internet equipment associated with your account. I checked our records again after we spoke and I was still unable to locate any of the equipment associated with your account.The agents with whom you spoke were correct when they advised you that DISH Network is not able to alter the type of payment without you providing new information (checking account/routing number).While we sincerely regret any inconvenience this issue may have caused, we are unable to waive your current $1,407.87 balance. If we receive the leased equipment associated with your account or if you can provide proof that you returned it, the unreturned equipment fees will be waived.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###-###-####
Initial Business Response /* (1000, 5, 2015/07/16) */
July 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the speed and the technicians who were sent to your home were unable to resolve the issue.
A 24-month commitment was added to your account on June 21, 2015, when internet service was added as a bundle to your TV service.
Our records confirm that a technician was sent to your home on July 6, 8 and 12, 2015. Although they found no issues with the equipment, they replaced the cables and internet modem.
When I spoke with you by phone today, I advised you that I waived the term commitment for your internet service. As you requested, I disconnected the service. Credits totaling $98.26 were applied to your account for the time without service and the future services billed for but not received.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much I'm very satisfied in the way it was handled thank you very much.
December 28, 2017 Ms. [redacted] Re: FCC Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 21, 2017, we received your complaint, dated December 20, 2017, filed with the Federal Communications Commission. You expressed concern that our records reveal that you entered into a new 24-month commitment on June 8, 2017, but you have no recollection of this. You requested a copy of the agreement. Our records reveal that you agreed to the Renewal Offer, which is a two-year price guarantee which requires a two-year agreement. Although we were unable to locate a call, the renewal email was sent to you twice: on June 7, 2017, at 2:44 pm and on June 8, 2017, at 4:04 pm. This email instructed you on how to redeem the price guarantee through your online account. We show that you accepted this offer on June 8, 2017. Nevertheless, on December 20, 2017, an exception was made and the early termination fee was waived. When I spoke with you by telephone today, you confirmed that this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Case Manager Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Federal Communications Commission 1270 Fairfield Road Gettysburg, PA 17325-7245
Initial Business Response /* (1000, 5, 2015/09/24) */
September 10, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On September 9, 2015, we received your complaint, dated September 8,...
2015, filed with the Revdex.com.
You indicated that you were unaware that a service order for DISH Network service was established, as the representative who contacted you gave the impression that your existing DIRECTV was being upgraded. You also stated that you were signed up for Credit Card AutoPay without authorization.
Our records show that the service order was canceled on September 2, 2015.
When I spoke with you by phone on September 9, 2015, I thanked you for bringing this matter to our attention. Please be assured that your concerns will be addressed internally with the appropriate personnel.
We regret any inconvenience that 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]