September 26, 2016 Dear Mr. [redacted]: On September 12, 2016, we received your complaint, dated September 10, 2016, filed with the Revdex.com. You requested to have your Early Termination Fee (ETF) waived, stating that the price on your second...
bill was incorrect and that some of the channels were not clear. You also indicated you were told that the cost of leaving your old provider would be covered by DISH Network. When I spoke with you, I informed you that we currently don’t have an offer that covers the fee assessed by your previous provider. You told me that the salesman provided you with a lot of misinformation and you wanted a refund of your ETF. I made an exception and reduced your ETF to $99.00 and I issued a refund of $351.59. 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: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
November 30, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com.
You said that you have been...
charged for unreturned equipment, but you never received a box to return it. You would like the charges removed from your account.
When we spoke, I advised you that I removed the unreturned equipment charges. Your account now has a zero balance. We will remove your account from collections and have the debt removed from your credit report. Please allow up to eight weeks for processing.
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 [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]
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]
December 9, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated November 30, 2015, filed with the Better Business...
Bureau.
You indicated that your monthly bill was to be $64.99 for the Two-Year Price Lock promotion and you believed that enrollment in our automatic payment option would reduce your bill by an additional $10.00.
When I spoke with you by telephone today, I informed you that you are receiving the advertised offer. Our Two-Year Price Lock promotion advertises the America's Top 200 package for $64.99 and it is disclosed that this promotion requires credit qualification, a 24-month commitment with early termination fee and e-bill autopay. This offer ensures that your programming price will not increase for two years. There are not further introductory credits.
Since you removed your bank information from autopay, you will not receive the $10.00 discount and you will be billed at the regular rate of $74.99 before tax. You may re-enroll in autopay to receive the $10.00 monthly credit.
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]
They were contacted so many times I can't even count. The first time was in July right after the equipment was installed and I started receiving programming. That's when I learned that the package was nothing like I agreed to. I have tried to work with the multiple times and they kept adding fees to my account when I was told that the Blockbuster package would be free on my account for the duration of my contract. They are liars and they never seem to keep the same employee's and their phone numbers change often. I have already sent back their equipment but the amount that they have me owing is not correct.
August 10, 2016 Dear Mr. [redacted]: On August 4, 2016, we received your correspondence, dated August 1, 2016, filed with the Revdex.com. You provided feedback regarding your customer service experience when you called to inquire about the internet...
service. When we spoke, I informed you that our frontline agents and/or supervisors are unable to place outbound calls. We apologize for any inconvenience you may have experienced. I applied a one-time credit of $95.28 to your account for one month of service. You accepted this resolution. We thank you for your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/08/14) */
July 31, 2015
**. [redacted]
XXXX XXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better...
Business Bureau.
You expressed concern regarding ongoing technical issues with your internet service and you requested that you be released from your contract.
I addressed your concerns through a complaint **. [redacted] filed with the Revdex.com. Enclosed is a copy of my written response.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
July 28, 2015
**. [redacted] and **. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted] and **. [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com.
You expressed concern regarding technical issues with your internet service. You requested that we release you from your internet contract agreement.
When I spoke with your daughter, [redacted], I advised her that I will release you from your contract. You may cancel at any time without penalty.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have been emailing Mrs. [redacted]. I told her I had received an email regarding us owing them $64.28 and that they would automatically withdraw it on July 3. Then a few days later I received another bill that said we owed them immediately! I contacted Mrs. [redacted] because we are set up for auto payments and I wasn't sure why we were being bullied. She said that there weren't going to be any fees and that I should disregard that email. Any fees will be waived or credited. I assume after we get the shipping box and return the Hopper we will be credited if we are charged any fees at all. It might take as long as next month to make sure we are credited. I hate that their company tried to brush me aside when I first contacted them. They should take complaints from their customers more seriously. It wasn't until I contacted the Revdex.com that they started listening. I wish they could have fixed the issue. It is really inconvenient to have to go through all of this because they refuse to fix the problem! If they charge us I will contact you. Here is the last email from Mrs. [redacted] regarding the "we require immediate payment bully email":Dear [redacted],Thank you for your email.Please disregard the statement dated June 18, 2016. The account has been disconnected as of June 24, 2016, and all charges have been waived. You will see the credits on your next statement dated July 18, 2016. If there are further questions or concerns about this issue, please feel free to contact me at the number listed below. Sincerely, [redacted]Case ManagerExecutive EscalationsDISH Network, L.L.C.Phone: [redacted]Fax: (303) 723-2063Email: megan.[redacted]@dish.com Office Hours: Monday-Friday8:00AM-4:30 PM (MST)-----Original Message-----From: [redacted] McDaniel [mailto:[redacted] Sent: Sunday, June 26, 2016 7:52 AMTo: [redacted], Megan <Megan.[redacted]@dish.com>Subject: What?First I received this bill as usual
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not oredered aditional GB that they kept saying I oredered I told I will not pay anything I did not di. Also the monthly was sulose to be 139.98 package. I amd still not satisfy with ther poposal.
[redacted] Dear Mrs. [redacted]: On December 18, 2017, we received your complaint, dated December 15, 2017, filed with the Revdex.com. You expressed concern that you were offered a refund of $99.00 after being charged $237.17 when your service was automatically restored after being on DISH Pause. You said you spoke to a DISH Network agent on December 13, 2017, who advised you that you could call us for a full refund once the payment had cleared your bank. You requested a full refund. A review of your account reveals that the agent advised you on December 13, 2017, to call back once your payment cleared to see about getting a refund; however, you were not promised a full refund. On December 20, 2017, you spoke with another agent who provided a larger refund. When I spoke with you today, you advised me that your concerns were addressed on December 20, 2017, and you had no other concerns. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your rebuttal, dated December 26, 2015, filed with the Revdex.com. You stated that you continue to receive mailing materials from DISH Network. You indicated that the matter was not resolved. When we spoke on December 29, 2015, I advised you that your information was placed on our Do Not Contact list. I also explained that our marketing department has been contacted and the process would take 30 days from the day we spoke to take effect. If you receive any mailing after January 30, 2016, please contact me so the matter can be further addressed. 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 ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You said you that you were informed your monthly programming price would be $69.99 for two years. You disputed the increased rate after ten months. When we...
spoke today, I advised you that I reviewed your sales call that took place on August 17, 2015. The call revealed that the sales agent offered you the Digital Home Advantage (DHA) promotion and the two-year price lock with the America’s Top 120 Plus Package and Encore at $69.99 per month before tax. This price included a Hopper with Sling and two Joey receivers and the monthly $5.00 referral credit for ten months. When you called in on August 25, 2015 (the date of activation) you requested the America’s Top 250 package, which increased the programming price. As a courtesy, we applied a $14.00 credit for ten months to your account reducing your monthly price of $69.99 (plus tax) for ten months. I regret any confusion. I made an exception and waived your early termination fee. You may cancel your service at any time without penalty. 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 ###-###-####. 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 ###-###-####
Dear Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern with the balance of $317.28 that was referred to collections by DISH Network. You maintain that you experienced unresolved technical issues...
and you were told that the early termination fee would be waived. Your service was activated on June 23, 2011, with a 24-month commitment. As indicated in your complaint, you opted to cancel your service on November 9, 2011, because you were unhappy with the length of time that it would take for a technician to be sent to your home. As a result, you did not give DISH Network the opportunity to resolve your issues. Since your term commitment was not fulfilled, an early termination fee of $350.00 was applied to your account. Our records reveal that billing statements showing the balance were sent to your home on December 9, 2011, and January 9, 2012. Enclosed are copies of the billing statements for your review. I also enclosed a copy of your 24-month agreement. When I spoke with you by phone today, I advised you that the balance on your account is valid. You did not agree with my explanation. 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, 6:30 am – 3:00 pm MDT ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am still awaiting the box with the pre paid label so that I can return this non working dvr..
Sincerely,
[redacted]
Dear Mr. [redacted]: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.com. You maintain that you have three televisions and you disputed the additional receiver fees. You also disputed the early termination fee and expressed concern with...
the customer service you received. When we spoke today, I attempted to explain that you participated in the DISH’n It Up promotion with a 24-month commitment on June 15, 2015. Therefore, an early termination fee is associated with this promotion if the service is disconnected prior to the promotional fulfillment date. You currently have a Hopper w/Sling and three wireless Joey receivers active that supports four television connections. Our receiver fees are based on the number of receivers active and the receiver functionality. These fees cannot be waived. Our records show that you previously received a $20.00 monthly credit for ten months and the last credit was applied on December 3, 2015. As a result, you were billed the regular programming price. When you called on January 11, 2016, an exception was made and an additional $20.00 monthly credit was applied to your account for 12 months. When this credit ends the regular price will apply. Although the early termination fee is valid, I made an exception and waived your term commitment. You may cancel the service at any time without penalty. I also reviewed your recorded calls and found that our agents addressed your concerns in a professional manner. I regret any inconvenience you may have experienced. 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 ###-###-####
[redacted] Dear Ms. [redacted]: On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.com. You disputed the commitment and early termination fee because you only had an additional receiver installed. You also disputed the shipping fees. When I spoke with you by telephone today, I agreed to waive the $110.00 early termination fee. Although the shipping fees remain valid, I removed the balance of $13.30, as an exception. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (4000, 8, 2015/08/18) */
August 4, 2015
**. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on July 30, 2015, and August 1 and 2, 2015, were unsuccessful; however, I left three messages.
You indicated that your checking account was debited after you made a payment, and the debit caused you to incur an overdraft fee. You also expressed dissatisfaction with the refund processing time.
Our records reveal that you made a manual EFT payment of $86.91 on July 9, 2015. Since you are enrolled in AutoPay, a debit of $86.91 was automatically withdrawn from your checking account on July 11, 2015. Please be advised that in order to prevent AutoPay from collecting a payment automatically, a manual payment must be made or AutoPay must be removed at least seven business days before the due date.
On July 13, 2015, a credit of $35.00 was applied to your DISH Network account for the overdraft fee. A refund of $86.91 was also submitted to your checking account. The refund was completed and applied to your checking account electronically on July 27, 2015.
We 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
Just a quick update... Two days after I filed my complaint with the Revdex.com dish issued my refund. My matter has now been resolved.
[redacted] Dear Ms. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on March 2, 5 and 6, 2018, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the charges that were applied to your credit card account. You indicated that you have not had our service since you moved and at that time, your service was supposed to be placed on hold or disconnected. You maintain that you were unaware there was a time limit for DISH Pause. You requested a refund. Our records confirm that an installer was sent to your home on November 27, 2016, to install the service. It was determined that the only way to receive a signal would be to mount the satellite dish on the balcony. However, we were unable to place the dish on your balcony due to landlord restrictions. During your call to us on November 27, 2016, you indicated that you would keep the service at your previous address as you still owned the residence and you wanted to avoid being charged an early termination fee of $240.00. There was no request to cancel your service or place it on DISH Pause at that time. As your account was enrolled in Credit Card AutoPay, your monthly charges were automatically debited from your credit card account. When you contacted us on August 29, 2017, regarding the charges to your credit card account, you agreed to place your service on DISH Pause for three months (through November 29, 2017). During this call you stated that you did not want to return the equipment and that you may have it moved to a different location in the future. Your service was disconnected on September 5, 2017, as you requested. At that time, a refund of $21.14 was submitted to your credit card account. The refund was completed on September 7, 2017. Although you were charged unreturned equipment fees totaling $298.00 on October 10, 2017, the charges were removed on January 4, 2018, when the equipment was received. I made an exception and applied a credit of $379.26 for the previous charges. A refund for this amount was applied to your credit card account on March 8, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 29, 2016 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You said that you recently experienced technical issues with your receiver which resulted in you being sent a replacement. You were told about our Hopper equipment, but you expressed concern regarding the additional monthly cost you would incur with the new system. You asked that we provide you with the new system and ensure that your rate would not increase for five years. When we spoke, I offered to provide you with a Hopper 3 system with four Joey 2.0 receivers at no upfront cost and no commitment. I advised you that the Hopper 3 system would increase your monthly rate by $19.00 and that I would be willing to apply a $20.00 monthly credit to your account for 18 months. You said that you would consider my offer and let me know if you would like to accept it. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:No matter how the business claims the payment was taken I DID NOT AUTHORIZE it which is the only thing that matters. Payment can not be taken from anyone's account without authorization. I called to get technical support and was speaking to a representative that could not even resolve my issue. I was never on the automated system to make a payment or even in the payment matrix. If I made a mistake I would easily own up to it and not go thru this extent over this amount of time. The fact that a payment can be taken and not authorized is the only reason I am pursuing this. It was unfair and illegal. It also put me in a bad situation for no fault of my own. The company did not even try to resolve my issue. They called me and actually started an argument without even addressing the concern. I am not satisfied with the service and the way I have been treated and am looking to pursue further.
Sincerely,
[redacted]
September 26, 2016 Dear Mr. [redacted]: On September 12, 2016, we received your complaint, dated September 10, 2016, filed with the Revdex.com. You requested to have your Early Termination Fee (ETF) waived, stating that the price on your second...
bill was incorrect and that some of the channels were not clear. You also indicated you were told that the cost of leaving your old provider would be covered by DISH Network. When I spoke with you, I informed you that we currently don’t have an offer that covers the fee assessed by your previous provider. You told me that the salesman provided you with a lot of misinformation and you wanted a refund of your ETF. I made an exception and reduced your ETF to $99.00 and I issued a refund of $351.59. 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: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
November 30, 2015
Mr. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com.
You said that you have been...
charged for unreturned equipment, but you never received a box to return it. You would like the charges removed from your account.
When we spoke, I advised you that I removed the unreturned equipment charges. Your account now has a zero balance. We will remove your account from collections and have the debt removed from your credit report. Please allow up to eight weeks for processing.
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 [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]
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]
December 9, 2015
Ms. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated November 30, 2015, filed with the Better Business...
Bureau.
You indicated that your monthly bill was to be $64.99 for the Two-Year Price Lock promotion and you believed that enrollment in our automatic payment option would reduce your bill by an additional $10.00.
When I spoke with you by telephone today, I informed you that you are receiving the advertised offer. Our Two-Year Price Lock promotion advertises the America's Top 200 package for $64.99 and it is disclosed that this promotion requires credit qualification, a 24-month commitment with early termination fee and e-bill autopay. This offer ensures that your programming price will not increase for two years. There are not further introductory credits.
Since you removed your bank information from autopay, you will not receive the $10.00 discount and you will be billed at the regular rate of $74.99 before tax. You may re-enroll in autopay to receive the $10.00 monthly credit.
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]
They were contacted so many times I can't even count. The first time was in July right after the equipment was installed and I started receiving programming. That's when I learned that the package was nothing like I agreed to. I have tried to work with the multiple times and they kept adding fees to my account when I was told that the Blockbuster package would be free on my account for the duration of my contract. They are liars and they never seem to keep the same employee's and their phone numbers change often. I have already sent back their equipment but the amount that they have me owing is not correct.
August 10, 2016 Dear Mr. [redacted]: On August 4, 2016, we received your correspondence, dated August 1, 2016, filed with the Revdex.com. You provided feedback regarding your customer service experience when you called to inquire about the internet...
service. When we spoke, I informed you that our frontline agents and/or supervisors are unable to place outbound calls. We apologize for any inconvenience you may have experienced. I applied a one-time credit of $95.28 to your account for one month of service. You accepted this resolution. We thank you for your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/08/14) */
July 31, 2015
**. [redacted]
XXXX XXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better...
Business Bureau.
You expressed concern regarding ongoing technical issues with your internet service and you requested that you be released from your contract.
I addressed your concerns through a complaint **. [redacted] filed with the Revdex.com. Enclosed is a copy of my written response.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
July 28, 2015
**. [redacted] and **. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted] and **. [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the Revdex.com.
You expressed concern regarding technical issues with your internet service. You requested that we release you from your internet contract agreement.
When I spoke with your daughter, [redacted], I advised her that I will release you from your contract. You may cancel at any time without penalty.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have been emailing Mrs. [redacted]. I told her I had received an email regarding us owing them $64.28 and that they would automatically withdraw it on July 3. Then a few days later I received another bill that said we owed them immediately! I contacted Mrs. [redacted] because we are set up for auto payments and I wasn't sure why we were being bullied. She said that there weren't going to be any fees and that I should disregard that email. Any fees will be waived or credited. I assume after we get the shipping box and return the Hopper we will be credited if we are charged any fees at all. It might take as long as next month to make sure we are credited. I hate that their company tried to brush me aside when I first contacted them. They should take complaints from their customers more seriously. It wasn't until I contacted the Revdex.com that they started listening. I wish they could have fixed the issue. It is really inconvenient to have to go through all of this because they refuse to fix the problem! If they charge us I will contact you. Here is the last email from Mrs. [redacted] regarding the "we require immediate payment bully email":Dear [redacted],Thank you for your email.Please disregard the statement dated June 18, 2016. The account has been disconnected as of June 24, 2016, and all charges have been waived. You will see the credits on your next statement dated July 18, 2016. If there are further questions or concerns about this issue, please feel free to contact me at the number listed below. Sincerely, [redacted]Case ManagerExecutive EscalationsDISH Network, L.L.C.Phone: [redacted]Fax: (303) 723-2063Email: megan.[redacted]@dish.com Office Hours: Monday-Friday8:00AM-4:30 PM (MST)-----Original Message-----From: [redacted] McDaniel [mailto:[redacted] Sent: Sunday, June 26, 2016 7:52 AMTo: [redacted], Megan <Megan.[redacted]@dish.com>Subject: What?First I received this bill as usual
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not oredered aditional GB that they kept saying I oredered I told I will not pay anything I did not di. Also the monthly was sulose to be 139.98 package. I amd still not satisfy with ther poposal.
December 27, 2017 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 18, 2017, we received your complaint, dated December 15, 2017, filed with the Revdex.com. You expressed concern that you were offered a refund of $99.00 after being charged $237.17 when your service was automatically restored after being on DISH Pause. You said you spoke to a DISH Network agent on December 13, 2017, who advised you that you could call us for a full refund once the payment had cleared your bank. You requested a full refund. A review of your account reveals that the agent advised you on December 13, 2017, to call back once your payment cleared to see about getting a refund; however, you were not promised a full refund. On December 20, 2017, you spoke with another agent who provided a larger refund. When I spoke with you today, you advised me that your concerns were addressed on December 20, 2017, and you had no other concerns. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 12, 2016, we received your rebuttal, dated December 26, 2015, filed with the Revdex.com. You stated that you continue to receive mailing materials from DISH Network. You indicated that the matter was not resolved. When we spoke on December 29, 2015, I advised you that your information was placed on our Do Not Contact list. I also explained that our marketing department has been contacted and the process would take 30 days from the day we spoke to take effect. If you receive any mailing after January 30, 2016, please contact me so the matter can be further addressed. 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 ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You said you that you were informed your monthly programming price would be $69.99 for two years. You disputed the increased rate after ten months. When we...
spoke today, I advised you that I reviewed your sales call that took place on August 17, 2015. The call revealed that the sales agent offered you the Digital Home Advantage (DHA) promotion and the two-year price lock with the America’s Top 120 Plus Package and Encore at $69.99 per month before tax. This price included a Hopper with Sling and two Joey receivers and the monthly $5.00 referral credit for ten months. When you called in on August 25, 2015 (the date of activation) you requested the America’s Top 250 package, which increased the programming price. As a courtesy, we applied a $14.00 credit for ten months to your account reducing your monthly price of $69.99 (plus tax) for ten months. I regret any confusion. I made an exception and waived your early termination fee. You may cancel your service at any time without penalty. 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 ###-###-####. 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 ###-###-####
Dear Ms. [redacted]: On February 8, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern with the balance of $317.28 that was referred to collections by DISH Network. You maintain that you experienced unresolved technical issues...
and you were told that the early termination fee would be waived. Your service was activated on June 23, 2011, with a 24-month commitment. As indicated in your complaint, you opted to cancel your service on November 9, 2011, because you were unhappy with the length of time that it would take for a technician to be sent to your home. As a result, you did not give DISH Network the opportunity to resolve your issues. Since your term commitment was not fulfilled, an early termination fee of $350.00 was applied to your account. Our records reveal that billing statements showing the balance were sent to your home on December 9, 2011, and January 9, 2012. Enclosed are copies of the billing statements for your review. I also enclosed a copy of your 24-month agreement. When I spoke with you by phone today, I advised you that the balance on your account is valid. You did not agree with my explanation. 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, 6:30 am – 3:00 pm MDT ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am still awaiting the box with the pre paid label so that I can return this non working dvr..
Sincerely,
[redacted]
Dear Mr. [redacted]: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.com. You maintain that you have three televisions and you disputed the additional receiver fees. You also disputed the early termination fee and expressed concern with...
the customer service you received. When we spoke today, I attempted to explain that you participated in the DISH’n It Up promotion with a 24-month commitment on June 15, 2015. Therefore, an early termination fee is associated with this promotion if the service is disconnected prior to the promotional fulfillment date. You currently have a Hopper w/Sling and three wireless Joey receivers active that supports four television connections. Our receiver fees are based on the number of receivers active and the receiver functionality. These fees cannot be waived. Our records show that you previously received a $20.00 monthly credit for ten months and the last credit was applied on December 3, 2015. As a result, you were billed the regular programming price. When you called on January 11, 2016, an exception was made and an additional $20.00 monthly credit was applied to your account for 12 months. When this credit ends the regular price will apply. Although the early termination fee is valid, I made an exception and waived your term commitment. You may cancel the service at any time without penalty. I also reviewed your recorded calls and found that our agents addressed your concerns in a professional manner. I regret any inconvenience you may have experienced. 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 ###-###-####
Tell us why here...July 8, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 1, 2016, we received your complaint, dated June 29, 2016, filed with the Revdex.com. You disputed the commitment and early termination fee because you only had an additional receiver installed. You also disputed the shipping fees. When I spoke with you by telephone today, I agreed to waive the $110.00 early termination fee. Although the shipping fees remain valid, I removed the balance of $13.30, as an exception. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (4000, 8, 2015/08/18) */
August 4, 2015
**. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear **. [redacted]:
On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on July 30, 2015, and August 1 and 2, 2015, were unsuccessful; however, I left three messages.
You indicated that your checking account was debited after you made a payment, and the debit caused you to incur an overdraft fee. You also expressed dissatisfaction with the refund processing time.
Our records reveal that you made a manual EFT payment of $86.91 on July 9, 2015. Since you are enrolled in AutoPay, a debit of $86.91 was automatically withdrawn from your checking account on July 11, 2015. Please be advised that in order to prevent AutoPay from collecting a payment automatically, a manual payment must be made or AutoPay must be removed at least seven business days before the due date.
On July 13, 2015, a credit of $35.00 was applied to your DISH Network account for the overdraft fee. A refund of $86.91 was also submitted to your checking account. The refund was completed and applied to your checking account electronically on July 27, 2015.
We 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 6, 2015/08/11) */
Just a quick update... Two days after I filed my complaint with the Revdex.com dish issued my refund. My matter has now been resolved.
March 9, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 27, 2018, we received your complaint, dated February 27, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on March 2, 5 and 6, 2018, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the charges that were applied to your credit card account. You indicated that you have not had our service since you moved and at that time, your service was supposed to be placed on hold or disconnected. You maintain that you were unaware there was a time limit for DISH Pause. You requested a refund. Our records confirm that an installer was sent to your home on November 27, 2016, to install the service. It was determined that the only way to receive a signal would be to mount the satellite dish on the balcony. However, we were unable to place the dish on your balcony due to landlord restrictions. During your call to us on November 27, 2016, you indicated that you would keep the service at your previous address as you still owned the residence and you wanted to avoid being charged an early termination fee of $240.00. There was no request to cancel your service or place it on DISH Pause at that time. As your account was enrolled in Credit Card AutoPay, your monthly charges were automatically debited from your credit card account. When you contacted us on August 29, 2017, regarding the charges to your credit card account, you agreed to place your service on DISH Pause for three months (through November 29, 2017). During this call you stated that you did not want to return the equipment and that you may have it moved to a different location in the future. Your service was disconnected on September 5, 2017, as you requested. At that time, a refund of $21.14 was submitted to your credit card account. The refund was completed on September 7, 2017. Although you were charged unreturned equipment fees totaling $298.00 on October 10, 2017, the charges were removed on January 4, 2018, when the equipment was received. I made an exception and applied a credit of $379.26 for the previous charges. A refund for this amount was applied to your credit card account on March 8, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 29, 2016 Mr. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 23, 2016, we received your complaint, dated December 22, 2016, filed with the Revdex.com. You said that you recently experienced technical issues with your receiver which resulted in you being sent a replacement. You were told about our Hopper equipment, but you expressed concern regarding the additional monthly cost you would incur with the new system. You asked that we provide you with the new system and ensure that your rate would not increase for five years. When we spoke, I offered to provide you with a Hopper 3 system with four Joey 2.0 receivers at no upfront cost and no commitment. I advised you that the Hopper 3 system would increase your monthly rate by $19.00 and that I would be willing to apply a $20.00 monthly credit to your account for 18 months. You said that you would consider my offer and let me know if you would like to accept it. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:No matter how the business claims the payment was taken I DID NOT AUTHORIZE it which is the only thing that matters. Payment can not be taken from anyone's account without authorization. I called to get technical support and was speaking to a representative that could not even resolve my issue. I was never on the automated system to make a payment or even in the payment matrix. If I made a mistake I would easily own up to it and not go thru this extent over this amount of time. The fact that a payment can be taken and not authorized is the only reason I am pursuing this. It was unfair and illegal. It also put me in a bad situation for no fault of my own. The company did not even try to resolve my issue. They called me and actually started an argument without even addressing the concern. I am not satisfied with the service and the way I have been treated and am looking to pursue further.
Sincerely,
[redacted]