January 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You said you experienced technical issues with the equipment that were not resolved by the technician, and you disputed the early termination fee. You maintain that the technician took the equipment from your home. You requested that the equipment fees be removed. You also indicated that you did not sign the Digital Home Advantage (DHA) agreement. When we spoke on January 21, 2016, I informed you that I reviewed your recorded calls and found that the technical issues occurred as you had requested that a Joey receiver be located over 200 feet away from the Hopper Sling at a different location. Nevertheless, I made an exception and removed the $460.00 early termination fee from your account. We have no record that the equipment was returned to DISH Network. I advised you that your concerns were forwarded to the DISH Network Retail Service Department for further investigation of the location of the equipment. When I receive confirmation that the equipment was retrieved by the retailer, I will remove the balance of $652.71 from your account. Please note that your concern regarding the signature on your agreement was also reported to the appropriate personnel for internal review. 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
December 30, 2016 [redacted], ** [redacted] Re: Revdex.com Complaint # 11863563 8255909085628250-3568244 Dear [redacted]: On December 30, 2016, we received your rebuttal, dated December 29, 2016, filed with the Revdex.com. You maintain that you experienced technical issues and poor customer service. A review of your account shows that no technical issues were reported between September 2015 and October 2016. A technician was sent out on October 9, 2016, because you said that you were experiencing signal issues. The technician found nothing wrong with your system, and it was then that you reported the signal issues were weather-related. The receiver that was associated with your account was one of our newest models and was not outdated. Our records indicate that your balance was $259.98 when you changed your package to the Flex Pack and $227.81 when you disconnected your account. The lower balance at disconnection was due to the prorated credits applied to your account. As no refund was due, no refund was issued. DISH Network sent paper bills to you, but they were repeatedly returned as undeliverable. As such, your account was placed on paperless billing until an updated address was provided. While we regret any inconvenience, we are unable to waive any part of your $453.75 balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 10, 2016, we received your correspondence dated February 9, 2016, filed with the Revdex.com. You expressed concern with the increased monthly rate. You requested that the monthly rate you were promised be honored or that you be released from your term commitment. When we spoke on February 10, 2016, I advised you that you established your service under the Digital Home Advantage (DHA) promotion with a 12-month programming discount, free premium channels for three months and the Protection Plan free for six months. When the free service and discounts ended, you were billed the regular programming price. In the interest of resolving this matter, I waived the early termination fee. You accepted this resolution. Per your request, the service will be disconnected on March 3, 2016. You agreed to return the leased equipment to DISH Network. Return boxes with labels will be delivered to your home by UPS. I also waived the shipping fees for the equipment return. 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...
June 10, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On June 9, 2016, we received your rebuttal, dated June 8, 2016, filed with the Revdex.com. You disagreed with my response. You maintain you were offered DISH Pause at no cost. Please reference your original correspondence wherein you requested the cancellation of service. I reviewed your recorded calls and found that our agents did not make an offer such as you described. You may restore your service and place your account on DISH Pause at $5.00 per month for up to nine months. Please note that your term commitment will be extended by the number of days your account is on hold. When the service is reinstated, the early termination fee will be reversed. We will also move your service to your new home at no cost when you are ready. This will allow you to fulfill your two-year term commitment. 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]
March 8, 2016 Ms. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. Castillo: On March 8, 2016, we received your complaint, dated March 6, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our resolution. The increase in your bill is a result of previous credits ending. You are being billed correctly for the services you are receiving. Due to the credits that you have already received, you are not currently eligible for any additional discounts. While we regret that you do not agree, this matter has been fully addressed in our previous correspondence and we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: Dish Network caused the damage to my property. They were neglectful in verifying documentation of ownership of the home or written permission from the landlord giving permission to make modifications to the property. They refuse to provided the landlord any documentation of the tenants signature accepting responsibility for the installation of the satellite dish outside the home, or to drill holes in the siding of the home, the foundation, or the interior walls of the home. Therefore Dish Network is responsible for the damages to the property
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 30, 2015
Mr. [redacted] W. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You maintain that a DISH Network account was established with your personal information without your authorization. However, you also mentioned that the account was supposed to be transferred to someone else. You would like for the outstanding balance to be removed from your name.
Our records reveal that although you contacted us and inquired about transferring the service to another person, the transfer of the account was never completed. As a result, the account remained in your name and you are responsible for the outstanding balance.
On April 28, 2015, you spoke with Ms. [redacted]. She explained that if you claim that you have never had DISH Network service or authorized the account to be set up with your personal information, you will need to open an identity theft claim by sending the following documentation to the DISH Network Identity Theft Team:
Identity Theft Affidavit: A fully completed identity theft affidavit (enclosed). The affidavit must be signed to be valid.
Police Report: A copy of an official police report or police incident report regarding this instance of identity theft.
Photocopy of valid State or U.S. issued ID: A legible photocopy of a valid U.S. government issued identification card (e.g., driver's license or ID card, passport or military ID card).
Please send the required documents to:
DISH Network
Identity Theft Team
PO Box 9040
Littleton, CO [redacted]
Fax: ([redacted]
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish employees transferred this service not me and kept it in my name against my express authorization, to settle this claim I will get the equipment mailed back to them, and they and they will take 50% off the bill and the remaining unpaid bill to Debbie and John McDaniel at 2247 county road 12, headland, Alabama 36345 (334)889-0021 as they are responsible for the unpaid bill and equipment not me.
Final Business Response /* (4000, 8, 2015/05/18) */
May 13, 2015
Mr. [redacted] W. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the Revdex.com.
You expressed further concern with the DISH Network balance in your name.
As previously advised, this account was never transferred to someone else because we were not contacted to finalize the transfer. Since the service was initially established in your name, the account remained in your name. As a result, you are responsible for any outstanding balance or unreturned equipment.
Although you maintain that half of the outstanding balance will be waived once the equipment is returned and will be billed to a third party, our records do not confirm this. I am willing to waive the entire balance once the equipment is received. You may contact me directly to accept this offer.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (2000, 10, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You said you received the wrong equipment and you expressed concern with the customer service you received. You disputed the early termination fee and the balance due for service. When we spoke today, I advised you that you established your account under the Flex24 Pay-In-Advance promotion with SD equipment through Planet Dish LLC, an independent retailer. Because this is a Pay-In-Advance account, there is an upfront cost for HD DVR equipment. Since the service was disconnected prior to the promotional fulfillment date, you were billed $480.00 for the early termination fee. Please note that DISH Network does not offer a trial period to cancel service without a penalty. Nevertheless, I made an exception and reversed the early termination fee and the $50.00 activation fee from your account. No refund is due, as no funds were collected. As of January 26, 2016, your account is at a zero balance. The 622 and 311 model receivers are not required to be returned to DISH Network. These receivers have been removed from your account. Your concerns regarding the sale of service were forwarded to the appropriate personnel for internal review. 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
February 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On February 23, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. You indicated that you do not agree with our response. While we sincerely regret that you do not agree with our response, please review my previous response wherein I advised you that you were not provided incorrect information, other than for one fee, which I reversed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/10/16) */
October 13, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed...
with the Revdex.com.
You expressed concern regarding the loss of your local ABC station. You said that you feel that you should be allowed to break your contract due to the loss of ABC.
DISH Network's contractual agreement states that programming is subject to change. Therefore, I am unable to meet your requests. However, we did reach an agreement with Tegna and your ABC (WZZM) station has been restored.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 9, 2015/05/07) */
April 28, 2015
Mr. [redacted]
[redacted]. [redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 24, 2015, we received your complaint, dated April 23, 2015, filed with the...
Revdex.com.
You said that you have been charged an early termination fee for a contract that should have been voided. You requested that the early termination fee be waived.
When we spoke I advised you that although we have a signed contact on file for the upgrade that took place, I waived the early termination fee, leaving your DISH Network account with a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
*xecutive *scalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/05/11) */
(The consumer indicated he/she ACC*PT*D the response from the business.)
I accept the "waiver". The upgrades were voided and therefore the reportedly contract should have been voided. Thank you Revdex.com V*RY MUCH.
Initial Business Response /[redacted]/
April 23, 2015
Ms. [redacted]
138 Rivermont Dr.
Sheffield, AL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 22, 2015, we received your complaint, dated April 21, 2015, filed with the...
Revdex.com.
You said that you closed your account due to poor reception and that you paid your final bill and returned the equipment. However, you have been billed for unreturned equipment and you asked that the charges be waived.
When we spoke by phone I informed you that we received your equipment as of April 22, 2015, and the charges have been reversed.
I also advised you that because of the issues you experienced with our service, I waived your early termination fee. A $340.00 refund will be applied to your credit card account within the next three business days.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
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]
January 10, 2017 Dear Ms. [redacted]: On January 9, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.com. You disputed that your sales call was reviewed, and the information that the review provided. We regret that you do not agree with our response; however, your sales call was reviewed and no misinformation was found. If you wish to dispute this information, you may contact Sterling Commerce Group directly at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
October 11, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your correspondence, dated October 2, 2016, filed with the Revdex.com. You disputed the equipment return fee. I attempted to reach you at ###-###-#### on October 6, 10 and 11,...
2016. I left three voice messages. You participated in the Digital Home Advantage (DHA) promotional agreement. Under this promotion, you agreed to return the leased equipment and bear all costs and expense of the return. I enclosed a copy of your signed DHA agreement for your records. The equipment return fee of $10.00 is valid. 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 ###-###-#### Enclosure
Initial Business Response /* (*000, *0, 20**/0*/28) */
May 2*, 20**
Ms. [redacted] St., # *
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 2*, 20**, we received your correspondence, dated May 20, 20**, filed...
with the Revdex.com.
You indicated that the dishNET internet service is not meeting your needs. You are not receiving the speed or service you were promised. Your attempts to resolve the matter have been unsuccessful. You requested that the early termination fee be waived so you can disconnect the service without penalty. Additionally, you would like a refund for the service.
When we spoke today, I agreed to waive the early termination fee. I explained that I was unable to provide a refund for the service; however, I offered a free technician visit and a monthly $*0.00 credit for *2 months for your TV service. You declined the technician visit but accepted the credit. We scheduled the internet service disconnection for May 2*, 20**. You accepted this resolution.
I am happy we were able to resolve this issue to your satisfaction. DISH Network values you as a customer and we appreciate your continued loyalty.
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: 2:** pm to**:** pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
*020 Cherokee St.
Denver, CO 8020*
[redacted]
Initial Consumer Rebuttal /* (2000, *2, 20**/0*/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with their response, as we went about a better internet service with time warner cable, the technician found that our wires were not grounded at all, and told us they are suppose to, which he then grounded himself. Shown in the picture is the wires dish did not ground when they installed their service of July 20**.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is okay not what I was wanting but what can I do?
Sincerely,
[redacted]
[redacted] Dear [redacted]: On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com. Your sister, [redacted], filed this correspondence on your behalf. You maintain you requested that your account be put on DISH Pause for nine months on December 28, 2015, and you disputed the Credit Card AutoPay (CCA) collection for service. You requested a refund of $592.08. Please note that when you established CCA, you authorized DISH Network to access your credit card account every month to collect the full amount due. When I spoke with [redacted] today, I informed her that I reviewed your account and recorded calls. Your call from December 7, 2015, reveals that our agent advised you that your account was currently on DISH Pause, and to call back when the pause ended on December 26, 2015, to extend the account hold. When the pause ended, the service was automatically restored. We have no record that you called DISH Network until September 30, 2016. During this call, you requested DISH Pause for six months. On December 8, 2016, your granddaughter, [redacted], called on your behalf. The agent explained to her your account history and applied a courtesy credit of $160.00 to your account. A total refund of $144.00 was also applied to the credit card account ending in 4155 on December 13, 2016. Per your request, your service was restored on January 30, 2017, and disconnected on March 23, 2017. The balance of $112.30 is for service rendered. Although the billing is accurate, I made an exception and removed the balance from your account. I regret that your experience did not meet your expectations. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is the companies fault, I cant credit my BB&T BANK ACCOUNT for you all making a major error. Crediting an account that is not mine does not take away the fact I have had to suffer financially.
Sincerely,
[redacted]
Dear Ms. [redacted]: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You said that you did not receive the offer you were promised. We apologize for the misinformation you received; however, we’re unable to honor the offer you referred to as we do not have a promotion which matches those parameters. As such, I offered to waive your early termination fee and you accepted. You may disconnect your service at any time without penalty. We regret that your experience was unfavorable and your feedback has been forwarded to the correct department for internal review. 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 ###-###-####
Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. In your rebuttal, you stated that when the DISH Network installer came to your home to update your service, he damaged your entertainment unit and you opened a damage claim....
Our Corporate Field Resolutions Department denied your claim. However, you were offered a $150.00 account credit, as a courtesy. You declined this offer. In our March 31, 2016, email correspondence, you requested that you receive a check payment for the damage. I explained that the claim was denied by the installing office so we can only provide the $150.00 account credit previously offered. You again declined this resolution and indicated that you intended to pursue the matter further. If you have any questions regarding your claim, please contact [redacted] in the Corporate Field Resolutions Department directly at 1-866-946-5710, ext. [redacted]. If I may be of any further assistance, please feel free to contact me at [redacted]. Sincerely,
January 22, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You said you experienced technical issues with the equipment that were not resolved by the technician, and you disputed the early termination fee. You maintain that the technician took the equipment from your home. You requested that the equipment fees be removed. You also indicated that you did not sign the Digital Home Advantage (DHA) agreement. When we spoke on January 21, 2016, I informed you that I reviewed your recorded calls and found that the technical issues occurred as you had requested that a Joey receiver be located over 200 feet away from the Hopper Sling at a different location. Nevertheless, I made an exception and removed the $460.00 early termination fee from your account. We have no record that the equipment was returned to DISH Network. I advised you that your concerns were forwarded to the DISH Network Retail Service Department for further investigation of the location of the equipment. When I receive confirmation that the equipment was retrieved by the retailer, I will remove the balance of $652.71 from your account. Please note that your concern regarding the signature on your agreement was also reported to the appropriate personnel for internal review. 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
December 30, 2016 [redacted], ** [redacted] Re: Revdex.com Complaint # 11863563 8255909085628250-3568244 Dear [redacted]: On December 30, 2016, we received your rebuttal, dated December 29, 2016, filed with the Revdex.com. You maintain that you experienced technical issues and poor customer service. A review of your account shows that no technical issues were reported between September 2015 and October 2016. A technician was sent out on October 9, 2016, because you said that you were experiencing signal issues. The technician found nothing wrong with your system, and it was then that you reported the signal issues were weather-related. The receiver that was associated with your account was one of our newest models and was not outdated. Our records indicate that your balance was $259.98 when you changed your package to the Flex Pack and $227.81 when you disconnected your account. The lower balance at disconnection was due to the prorated credits applied to your account. As no refund was due, no refund was issued. DISH Network sent paper bills to you, but they were repeatedly returned as undeliverable. As such, your account was placed on paperless billing until an updated address was provided. While we regret any inconvenience, we are unable to waive any part of your $453.75 balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 10, 2016, we received your correspondence dated February 9, 2016, filed with the Revdex.com. You expressed concern with the increased monthly rate. You requested that the monthly rate you were promised be honored or that you be released from your term commitment. When we spoke on February 10, 2016, I advised you that you established your service under the Digital Home Advantage (DHA) promotion with a 12-month programming discount, free premium channels for three months and the Protection Plan free for six months. When the free service and discounts ended, you were billed the regular programming price. In the interest of resolving this matter, I waived the early termination fee. You accepted this resolution. Per your request, the service will be disconnected on March 3, 2016. You agreed to return the leased equipment to DISH Network. Return boxes with labels will be delivered to your home by UPS. I also waived the shipping fees for the equipment return. 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...
June 10, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On June 9, 2016, we received your rebuttal, dated June 8, 2016, filed with the Revdex.com. You disagreed with my response. You maintain you were offered DISH Pause at no cost. Please reference your original correspondence wherein you requested the cancellation of service. I reviewed your recorded calls and found that our agents did not make an offer such as you described. You may restore your service and place your account on DISH Pause at $5.00 per month for up to nine months. Please note that your term commitment will be extended by the number of days your account is on hold. When the service is reinstated, the early termination fee will be reversed. We will also move your service to your new home at no cost when you are ready. This will allow you to fulfill your two-year term commitment. 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]
March 8, 2016 Ms. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. Castillo: On March 8, 2016, we received your complaint, dated March 6, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept our resolution. The increase in your bill is a result of previous credits ending. You are being billed correctly for the services you are receiving. Due to the credits that you have already received, you are not currently eligible for any additional discounts. While we regret that you do not agree, this matter has been fully addressed in our previous correspondence and we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: Dish Network caused the damage to my property. They were neglectful in verifying documentation of ownership of the home or written permission from the landlord giving permission to make modifications to the property. They refuse to provided the landlord any documentation of the tenants signature accepting responsibility for the installation of the satellite dish outside the home, or to drill holes in the siding of the home, the foundation, or the interior walls of the home. Therefore Dish Network is responsible for the damages to the property
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 30, 2015
Mr. [redacted] W. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed with the...
Revdex.com.
You maintain that a DISH Network account was established with your personal information without your authorization. However, you also mentioned that the account was supposed to be transferred to someone else. You would like for the outstanding balance to be removed from your name.
Our records reveal that although you contacted us and inquired about transferring the service to another person, the transfer of the account was never completed. As a result, the account remained in your name and you are responsible for the outstanding balance.
On April 28, 2015, you spoke with Ms. [redacted]. She explained that if you claim that you have never had DISH Network service or authorized the account to be set up with your personal information, you will need to open an identity theft claim by sending the following documentation to the DISH Network Identity Theft Team:
Identity Theft Affidavit: A fully completed identity theft affidavit (enclosed). The affidavit must be signed to be valid.
Police Report: A copy of an official police report or police incident report regarding this instance of identity theft.
Photocopy of valid State or U.S. issued ID: A legible photocopy of a valid U.S. government issued identification card (e.g., driver's license or ID card, passport or military ID card).
Please send the required documents to:
DISH Network
Identity Theft Team
PO Box 9040
Littleton, CO [redacted]
Fax: ([redacted]
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish employees transferred this service not me and kept it in my name against my express authorization, to settle this claim I will get the equipment mailed back to them, and they and they will take 50% off the bill and the remaining unpaid bill to Debbie and John McDaniel at 2247 county road 12, headland, Alabama 36345 (334)889-0021 as they are responsible for the unpaid bill and equipment not me.
Final Business Response /* (4000, 8, 2015/05/18) */
May 13, 2015
Mr. [redacted] W. [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the Revdex.com.
You expressed further concern with the DISH Network balance in your name.
As previously advised, this account was never transferred to someone else because we were not contacted to finalize the transfer. Since the service was initially established in your name, the account remained in your name. As a result, you are responsible for any outstanding balance or unreturned equipment.
Although you maintain that half of the outstanding balance will be waived once the equipment is returned and will be billed to a third party, our records do not confirm this. I am willing to waive the entire balance once the equipment is received. You may contact me directly to accept this offer.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (2000, 10, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 26, 2016 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 25, 2016, we received your correspondence, dated January 22, 2016, filed with the Revdex.com. You said you received the wrong equipment and you expressed concern with the customer service you received. You disputed the early termination fee and the balance due for service. When we spoke today, I advised you that you established your account under the Flex24 Pay-In-Advance promotion with SD equipment through Planet Dish LLC, an independent retailer. Because this is a Pay-In-Advance account, there is an upfront cost for HD DVR equipment. Since the service was disconnected prior to the promotional fulfillment date, you were billed $480.00 for the early termination fee. Please note that DISH Network does not offer a trial period to cancel service without a penalty. Nevertheless, I made an exception and reversed the early termination fee and the $50.00 activation fee from your account. No refund is due, as no funds were collected. As of January 26, 2016, your account is at a zero balance. The 622 and 311 model receivers are not required to be returned to DISH Network. These receivers have been removed from your account. Your concerns regarding the sale of service were forwarded to the appropriate personnel for internal review. 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
February 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On February 23, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. You indicated that you do not agree with our response. While we sincerely regret that you do not agree with our response, please review my previous response wherein I advised you that you were not provided incorrect information, other than for one fee, which I reversed. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/10/16) */
October 13, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed...
with the Revdex.com.
You expressed concern regarding the loss of your local ABC station. You said that you feel that you should be allowed to break your contract due to the loss of ABC.
DISH Network's contractual agreement states that programming is subject to change. Therefore, I am unable to meet your requests. However, we did reach an agreement with Tegna and your ABC (WZZM) station has been restored.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 9, 2015/05/07) */
April 28, 2015
Mr. [redacted]
[redacted]. [redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April 24, 2015, we received your complaint, dated April 23, 2015, filed with the...
Revdex.com.
You said that you have been charged an early termination fee for a contract that should have been voided. You requested that the early termination fee be waived.
When we spoke I advised you that although we have a signed contact on file for the upgrade that took place, I waived the early termination fee, leaving your DISH Network account with a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
*xecutive *scalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/05/11) */
(The consumer indicated he/she ACC*PT*D the response from the business.)
I accept the "waiver". The upgrades were voided and therefore the reportedly contract should have been voided. Thank you Revdex.com V*RY MUCH.
Initial Business Response /[redacted]/
April 23, 2015
Ms. [redacted]
138 Rivermont Dr.
Sheffield, AL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 22, 2015, we received your complaint, dated April 21, 2015, filed with the...
Revdex.com.
You said that you closed your account due to poor reception and that you paid your final bill and returned the equipment. However, you have been billed for unreturned equipment and you asked that the charges be waived.
When we spoke by phone I informed you that we received your equipment as of April 22, 2015, and the charges have been reversed.
I also advised you that because of the issues you experienced with our service, I waived your early termination fee. A $340.00 refund will be applied to your credit card account within the next three business days.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
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]
January 10, 2017 Dear Ms. [redacted]: On January 9, 2017, we received your rebuttal, dated January 4, 2017, filed with the Revdex.com. You disputed that your sales call was reviewed, and the information that the review provided. We regret that you do not agree with our response; however, your sales call was reviewed and no misinformation was found. If you wish to dispute this information, you may contact Sterling Commerce Group directly at ###-###-####. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
October 11, 2016 Dear Mr. [redacted]: On October 5, 2016, we received your correspondence, dated October 2, 2016, filed with the Revdex.com. You disputed the equipment return fee. I attempted to reach you at ###-###-#### on October 6, 10 and 11,...
2016. I left three voice messages. You participated in the Digital Home Advantage (DHA) promotional agreement. Under this promotion, you agreed to return the leased equipment and bear all costs and expense of the return. I enclosed a copy of your signed DHA agreement for your records. The equipment return fee of $10.00 is valid. 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 ###-###-#### Enclosure
Initial Business Response /* (*000, *0, 20**/0*/28) */
May 2*, 20**
Ms. [redacted] St., # *
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 2*, 20**, we received your correspondence, dated May 20, 20**, filed...
with the Revdex.com.
You indicated that the dishNET internet service is not meeting your needs. You are not receiving the speed or service you were promised. Your attempts to resolve the matter have been unsuccessful. You requested that the early termination fee be waived so you can disconnect the service without penalty. Additionally, you would like a refund for the service.
When we spoke today, I agreed to waive the early termination fee. I explained that I was unable to provide a refund for the service; however, I offered a free technician visit and a monthly $*0.00 credit for *2 months for your TV service. You declined the technician visit but accepted the credit. We scheduled the internet service disconnection for May 2*, 20**. You accepted this resolution.
I am happy we were able to resolve this issue to your satisfaction. DISH Network values you as a customer and we appreciate your continued loyalty.
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: 2:** pm to**:** pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
*020 Cherokee St.
Denver, CO 8020*
[redacted]
Initial Consumer Rebuttal /* (2000, *2, 20**/0*/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with their response, as we went about a better internet service with time warner cable, the technician found that our wires were not grounded at all, and told us they are suppose to, which he then grounded himself. Shown in the picture is the wires dish did not ground when they installed their service of July 20**.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is okay not what I was wanting but what can I do?
Sincerely,
[redacted]
June 6, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com. Your sister, [redacted], filed this correspondence on your behalf. You maintain you requested that your account be put on DISH Pause for nine months on December 28, 2015, and you disputed the Credit Card AutoPay (CCA) collection for service. You requested a refund of $592.08. Please note that when you established CCA, you authorized DISH Network to access your credit card account every month to collect the full amount due. When I spoke with [redacted] today, I informed her that I reviewed your account and recorded calls. Your call from December 7, 2015, reveals that our agent advised you that your account was currently on DISH Pause, and to call back when the pause ended on December 26, 2015, to extend the account hold. When the pause ended, the service was automatically restored. We have no record that you called DISH Network until September 30, 2016. During this call, you requested DISH Pause for six months. On December 8, 2016, your granddaughter, [redacted], called on your behalf. The agent explained to her your account history and applied a courtesy credit of $160.00 to your account. A total refund of $144.00 was also applied to the credit card account ending in 4155 on December 13, 2016. Per your request, your service was restored on January 30, 2017, and disconnected on March 23, 2017. The balance of $112.30 is for service rendered. Although the billing is accurate, I made an exception and removed the balance from your account. I regret that your experience did not meet your expectations. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is the companies fault, I cant credit my BB&T BANK ACCOUNT for you all making a major error. Crediting an account that is not mine does not take away the fact I have had to suffer financially.
Sincerely,
[redacted]
Dear Ms. [redacted]: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You said that you did not receive the offer you were promised. We apologize for the misinformation you received; however, we’re unable to honor the offer you referred to as we do not have a promotion which matches those parameters. As such, I offered to waive your early termination fee and you accepted. You may disconnect your service at any time without penalty. We regret that your experience was unfavorable and your feedback has been forwarded to the correct department for internal review. 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 ###-###-####
Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. In your rebuttal, you stated that when the DISH Network installer came to your home to update your service, he damaged your entertainment unit and you opened a damage claim....
Our Corporate Field Resolutions Department denied your claim. However, you were offered a $150.00 account credit, as a courtesy. You declined this offer. In our March 31, 2016, email correspondence, you requested that you receive a check payment for the damage. I explained that the claim was denied by the installing office so we can only provide the $150.00 account credit previously offered. You again declined this resolution and indicated that you intended to pursue the matter further. If you have any questions regarding your claim, please contact [redacted] in the Corporate Field Resolutions Department directly at 1-866-946-5710, ext. [redacted]. If I may be of any further assistance, please feel free to contact me at [redacted]. Sincerely,