Initial Business Response /* (1000, 9, 2015/05/22) */
May 19, 2015
Mr. and Mrs. [redacted] and [redacted]
540 Spring Beach Dr.
Rome City, IN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On May 15, 2015, we received your complaint, dated...
May 14, 2015, filed with the Revdex.com.
You said that DISH Network is charging you for unreturned equipment after you sent your equipment back with the box and label we provided. You requested that the unreturned equipment fee be reversed, and an updated statement so that you can submit your final payment.
When we spoke I explained that you have been billed for the TRIA located on your internet satellite dish. You advised me that the TRIA was returned and you provided me with a tracking number. I told you that I reversed the unreturned equipment fee and I informed you that a new bill will be sent on May 29, 2015.
I also advised you that once we have received and posted your final payment, I will ensure that the debt is removed from your credit bureau file.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 14, 2015
**. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear **. [redacted]:
On August 13, 2015, we received your correspondence, dated August 12, 2015, filed with the Better...
Business Bureau.
You stated that you contacted DISH Network on August 9, 2015, and inquired about installing service at your second residence. You had difficulty obtaining the pricing information you requested and you indicated that the salesperson was not forthcoming with the terms and conditions of the new customer promotional offer. Additionally, your customer service experience did not meet your expectations. You requested that your concerns be investigated.
When we spoke today, I advised you that I reviewed your recorded sales conversation. I apologized for your experience and informed you that the matter has been forward to the appropriate department for further action. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 23, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 29, 2016, and August 8 and 11, 2016, and I left three messages. You maintain that the sales representative provided you with inaccurate information and you were not aware that your local channels would be from New York. As a result, you disconnected your service. Because of this, you were charged an early termination fee of $480.00. You disputed the fee and you also requested a refund for the wireless Joey receiver. Our records reveal that the early termination fee was waived on July 23, 2016, and a refund for $26.58 was issued on July 26, 2016. I apologize for the information you received. 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
January 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the Revdex.com. You stated that when you recently purchased your DISH Network service, you were not provided information on the programming available in your selected package. Additionally, you received the Netflix offer but you are unable to access Netflix through the receiver that you were provided. You are dissatisfied with your service and you would like your early termination fee waived so you can disconnect without penalty. I reviewed your sales call and determined that all disclosures were provided. When we spoke today, I informed you that a copy of your contract was unavailable; therefore, as an exception I waived your early termination fee. Once you have obtained a new service provider you agreed to contact DISH Network to complete the disconnection process. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
January 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You said that you were promised a $100.00 gift card and Netflix free for a year, but you did not receive either. I attempted to reach you at [redacted] on January 19, 20 and 21, 2016, and I left three voicemails. In my last message, I advised you that I added the Netflix offer to your account and an email with instructions on how to redeem the offer was sent to you on January 19, 2016. As I explained, I requested to have a $100.00 gift card be sent to you; however, as the offer was made by an independent retailer rather than DISH Network directly, we are unable to provide you with a gift card. As such I applied a one-time $100.00 credit to your account. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [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]
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You expressed concern with the early termination fees to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. Your TV and internet services were activated on July 26, 2015, with a 24-month commitment for each service. A review of your account shows that the technical issues you reported were weather-related. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, your service will return after the weather condition has passed. Our records reveal that your service is scheduled to be disconnected on February 25, 2016. When I spoke with you by phone on February 24, 2016, I advised you that I made an exception and waived the term commitment for your internet service; however, the term commitment for your TV service will remain valid. The early termination fee for this service is $340.00. 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 [redacted] [redacted]
[redacted] Tell us why here...
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. Please be advised that the signature on the attached contract is NOT my signature.
Sincerely,
[redacted]
Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you were guaranteed that your service would not be interrupted due to weather and you expressed concern that your local CBS affiliate was temporarily removed. When we spoke, I advised you that as DISH Network has no control over weather, DISH Network’s customer agreement provides for weather-related outages. Additionally, as we do not own the channels that we carry, our customer agreement also provide for changes in programming. As a courtesy and to bring a resolution to this issue without further inconvenience, I made an exception and waived your early termination fee. As I advised you, I requested to have your sales call reviewed for misinformation. 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] Tell us why here...
[redacted] Dear Ms. [redacted]: On April 29, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You disputed the $85.64 collection item you received for your DISH Network account. You maintain that you never received a bill for this amount. You requested that we waive the balance, remove the information from collections and clear any related information from the credit bureaus. A review of your account reveals that the $85.64 balance was added to your account on January 27, 2016, due to a system error. The amount has since been removed from your account and I requested that the collection item be closed and that any related information be removed from your credit file. We strive to provide excellent service and we regret that your experience was unfavorable. 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: 7:00 am-3:30 pm MST, MON-FRI
February 19, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that you contacted Frontier and you agreed to a bundle package. However, you said that they failed to provide you with all of the billing details, as you said you were billed for more then what you were quoted. You asked that we release you from your contract. When we spoke by phone, I advised you that I am unable to determine what you were told as you didn’t place your order with us. However, in the interest of customer service, I agreed to release you from your contract. At your request, I disconnected your account and I provided you with the equipment return disclosures. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted] Tell us why here...
April 27, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 27, 2016, we received your rebuttal, dated April 26, 2016, filed with the Revdex.com. You said you did not receive a copy of your Digital Home Advantage (DHA) agreement as you requested. I scanned and emailed a copy of your signed DHA agreement to [redacted]@gmail.com. This is the email address listed on your correspondence. I also enclosed a second copy for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Christina Atencio Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com
Initial Business Response /* (1000, 5, 2015/07/14) */
July 9, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 30, 2015, we received your complaint, dated June 27, 2015, filed with the...
Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on July 1, 7 and 9, 2015, and I left three messages.
You requested to be released from DISH Network's 24-month agreement because of the scheduled technician visits that were missed.
A review of this account indicates that the missed technician visits were because of an issue with the address that was listed on your account.
Our records reveal that your email address and phone number were updated on June 21, 2015, but your physical address was not updated until June 26, 2015. Once the address was corrected, the technician visit was completed on June 28, 2015.
I apologize on behalf of DISH Network. I removed the current account balance of $124.22 as well as the $10.00 technician visit fee. However, the 24-month agreement remains valid.
You mentioned that you signed up to receive a gift card but never received it. Our records reveal that the gift card was processed on January 16, 2015, and was sent to the address that was previously on the account. If you did not receive it, you may contact Citibank at X-XXX-XXX-XXXX for more information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/10/02) */
September 11, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 11, 2015, we received your complaint, dated September 10, 2015,...
filed with the Revdex.com.
You maintain you have yet to receive a final billing statement from DISH Network. You disputed the balance due and the collection attempts.
We corresponded today via email. I have enclosed a copy of the email correspondence for your records. I also sent you copies of your November and December 2014 and January 2015 bills (enclosed) to [redacted]@GMAIL.COM for your review.
I advised you that our records reveal monthly billing statements were sent to your address (1603 Running Deer Dr. NW, Conover, NC XXXXX). We have no record that returned mail was received from your address.
Per your request, we also sent additional billing statements to the same address on December 20, 2014, and August 26, 2015. We have no record that these statements were returned.
I informed you that you participated in the Digital Home Advantage (DHA) promotion with 24-month commitment. You were billed $17.50 for the early termination fee, as service was disconnected prior to the promotional fulfillment date. Under the DHA agreement the customer agrees to return the leased equipment to DISH Network and to pay all costs and expenses of the return. You were billed $17.00 for the return. Although these fees are valid, I made an exception and reversed them from your account.
Please note that your account was disconnected due to nonpayment on October 13, 2014. The balance for service rendered through this date is $103.87. I advised you that when the balance is paid in full, I will reverse the information from your credit report.
During our correspondence, you requested that DISH Network honor your new cable provider's promotional offer to zero out your account balance. I explained that DISH Network and other independent TV providers set their own business policies and procedures. We are unable to honor your request. We encourage you to contact your TV provider regarding their promotional offers.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because the fact of the matter is I had it set up to where I wouldn't have to pay anything out of my pocket if they would have sent me the correct information when I requested it. Now that opportunity is no longer available. They claim that they sent me what I wanted but when I asked them to look at the calls to see what I was calling about which was to request my final bill multiple times they never answer my question and told me I need a subpoena to get the transcripts of the calls.
Final Business Response /* (4000, 14, 2015/10/13) */
October 7, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 7, 2015, we received your rebuttal, dated October 6, 2015, filed with the Revdex.com.
You disagreed with our response. You maintain that you did not receive copies of your billing statements and you said that the offer from your new TV provider is no longer available. You requested that your recorded calls be reviewed and expressed concern as a subpoena is required to release your account records.
As previously explained, we mailed your billing statements to your address every month. Per your request, we also sent additional copies of your bill to the same address on December 20, 2014, and August 26, 2015. Your recorded calls were reviewed and we found that there was no request for copies of your billing statements prior to December 20, 2014. We also have no record that mail was returned from your address.
We are unable to honor an offer presented to you by another company not controlled by DISH. However, when the balance of $103.87 is paid in full for service rendered, I will remove the debt from your credit report.
If you wish to have copies of account records, a subpoena is required. We regret that you do not agree with our policy.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
October 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28,...
2015, filed with the Revdex.com. My attempts to reach you by phone on September 30 and October 1 and 2, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you are due a credit and refund for six days you were charged for service but didn't receive it.
I have applied a credit for five days of service which is for the 25, 26, 27, 28 and 29 of September 2015. You will receive a refund of $18.74 within the next seven to ten business days.
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 Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] Dear Ms. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You maintain that you did not receive the monthly rate you were promised and you have been overcharged on your credit card account. You also maintain that Credit Card AutoPay (CCA) was not removed as you requested. You would like a refund. Your service was activated on December 10, 2012. At that time, you were enrolled in CCA and paperless billing to receive our HD Free for Life offer. This offer waived the monthly fee of $10.00 for the HD package. Our records do not show that we received a request to remove CCA. On October 8, 2014, two credits totaling $40.00 were applied to your account for 16 months as a courtesy. The DISH Movie package (formerly Blockbuster @Home) was also added to your account at half price ($5.00) for six months. This made your monthly rate $48.99 plus tax. While the account credits and offers are guaranteed, the package prices are subject to change at any time. Although the offer for the Dish Movie package ended on April 8, 2015, it was extended for an additional six months on April 23, 2015. On February 1, 2015, DISH Network experienced a $5.00 price increase, increasing your monthly rate to $53.99 plus tax; however, a $5.00 monthly credit was applied to your account on April 25, 2015, for six months. This reduced your monthly rate to $48.99 plus tax. Due to the expiration of the Dish Movie package offer on October 23, 2015, you began to be billed the regular service charge of $10.00 a month, making your monthly rate $58.99 plus tax. On January 14, 2016, DISH Network experienced another $5.00 price increase. This along with the expiration of the monthly $40.00 credit on February 8, 2016, caused you to be billed at the regular monthly rate of $103.99 plus tax. Your monthly rate was reduced to $98.99 when the DISH Movie package was added to your account at half price on February 3, 2016. Your service was disconnected on March 14, 2016, at your request. On March 16, 2016, a refund of $101.07 was applied to your credit card account for your last payment. I waived the final balance of $34.89 on your account, leaving your account at zero. No additional refunds are due as your charges are correct for the services that you subscribed to. 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 [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 13, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with the...
Revdex.com.
You stated that you recently purchased DISH Network service for your home. You were displeased with the service and understood that you had 30 days to disconnect without penalty. You have been charged a $460.00 early termination fee. You requested that this fee be refunded.
When we spoke today, I explained that we do not offer a 30-day trial period. We also reviewed the sales call and there was no mention of it. The contract signed when the service was installed was for a 24-month commitment; however, as a courtesy, I offered to discount the fee $200.00. I issued a $200.00 refund. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Tell us why here...March 6, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 1, 2018, we received your complaint, dated March 1, 2018, filed with the Revdex.com. You continue to maintain that you only called to inquire about service and that you did not get the channels you requested. You stated that you told the representative you were traveling, and you would need to call back later. You also claim that you have not received any calls from our Corporate Field Resolutions (CFR) Department. You once again mentioned the removal of the satellite dish. Although you stated that you were aware you should call back, you continued with the sales call and placed the order. You agreed to the prices and packages that were disclosed during that initial sales call. You were provided with the channels you mentioned (no kid’s channels were mentioned) and you agreed to a monthly price of $65.99. Our records reveal that Mr. B[redacted] from the CFR spoke with you on February 22, 2018. Please contact him directly for more information regarding your damage claim. As previously advised, once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned: we do not remove it without a fee. The starting cost to remove a satellite dish is $95.00. You may also contact a local retailer for the removal of the dish. As I previously advised you, I reduced your early termination fee to $200.00 as an exception. Because we received a dispute for the initial payment for the equipment upgrade ($53.38), I reversed the two $25.00 upgrade fees. The remaining balance due on your account is $253.65. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT(720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 3, 2016, filed with the Revdex.com. You said you requested that your account be closed; however, it was placed on DISH Pause. Your service was subsequently restored and you are disputing the balance due. You asked that we waive the balance due and remove your account information from our collection agency. When we spoke by phone, I informed you that I reviewed the call recording that took place on March 9, 2015. I found that you agreed to our DISH Pause option for nine months and you were told to call in on December 8, 2015, to reinstate the DISH Pause for another six months. Because we didn’t receive a call from you, your service was restored. We also sent you an email on December 9, 2015, at [redacted]@YAHOO.COM indicating that your service was restored. We consider the balance to be accurate, but I offered to waive half of the balance to settle the account. You declined my offer. We ask that the balance be paid in full. 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]
Initial Business Response /* (1000, 9, 2015/05/22) */
May 19, 2015
Mr. and Mrs. [redacted] and [redacted]
540 Spring Beach Dr.
Rome City, IN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On May 15, 2015, we received your complaint, dated...
May 14, 2015, filed with the Revdex.com.
You said that DISH Network is charging you for unreturned equipment after you sent your equipment back with the box and label we provided. You requested that the unreturned equipment fee be reversed, and an updated statement so that you can submit your final payment.
When we spoke I explained that you have been billed for the TRIA located on your internet satellite dish. You advised me that the TRIA was returned and you provided me with a tracking number. I told you that I reversed the unreturned equipment fee and I informed you that a new bill will be sent on May 29, 2015.
I also advised you that once we have received and posted your final payment, I will ensure that the debt is removed from your credit bureau file.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 14, 2015
**. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear **. [redacted]:
On August 13, 2015, we received your correspondence, dated August 12, 2015, filed with the Better...
Business Bureau.
You stated that you contacted DISH Network on August 9, 2015, and inquired about installing service at your second residence. You had difficulty obtaining the pricing information you requested and you indicated that the salesperson was not forthcoming with the terms and conditions of the new customer promotional offer. Additionally, your customer service experience did not meet your expectations. You requested that your concerns be investigated.
When we spoke today, I advised you that I reviewed your recorded sales conversation. I apologized for your experience and informed you that the matter has been forward to the appropriate department for further action. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...August 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 27, 2016, we received your complaint, dated July 23, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on July 29, 2016, and August 8 and 11, 2016, and I left three messages. You maintain that the sales representative provided you with inaccurate information and you were not aware that your local channels would be from New York. As a result, you disconnected your service. Because of this, you were charged an early termination fee of $480.00. You disputed the fee and you also requested a refund for the wireless Joey receiver. Our records reveal that the early termination fee was waived on July 23, 2016, and a refund for $26.58 was issued on July 26, 2016. I apologize for the information you received. 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
January 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 5, 2016, we received your correspondence, dated January 4, 2016, filed with the Revdex.com. You stated that when you recently purchased your DISH Network service, you were not provided information on the programming available in your selected package. Additionally, you received the Netflix offer but you are unable to access Netflix through the receiver that you were provided. You are dissatisfied with your service and you would like your early termination fee waived so you can disconnect without penalty. I reviewed your sales call and determined that all disclosures were provided. When we spoke today, I informed you that a copy of your contract was unavailable; therefore, as an exception I waived your early termination fee. Once you have obtained a new service provider you agreed to contact DISH Network to complete the disconnection process. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
January 21, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You said that you were promised a $100.00 gift card and Netflix free for a year, but you did not receive either. I attempted to reach you at [redacted] on January 19, 20 and 21, 2016, and I left three voicemails. In my last message, I advised you that I added the Netflix offer to your account and an email with instructions on how to redeem the offer was sent to you on January 19, 2016. As I explained, I requested to have a $100.00 gift card be sent to you; however, as the offer was made by an independent retailer rather than DISH Network directly, we are unable to provide you with a gift card. As such I applied a one-time $100.00 credit to your account. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [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]
February 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You expressed concern with the early termination fees to disconnect your service. You maintain that you experienced unresolved technical issues with your equipment. Your TV and internet services were activated on July 26, 2015, with a 24-month commitment for each service. A review of your account shows that the technical issues you reported were weather-related. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, your service will return after the weather condition has passed. Our records reveal that your service is scheduled to be disconnected on February 25, 2016. When I spoke with you by phone on February 24, 2016, I advised you that I made an exception and waived the term commitment for your internet service; however, the term commitment for your TV service will remain valid. The early termination fee for this service is $340.00. 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 [redacted] [redacted]
[redacted] Tell us why here...
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. Please be advised that the signature on the attached contract is NOT my signature.
Sincerely,
[redacted]
January 15, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you were guaranteed that your service would not be interrupted due to weather and you expressed concern that your local CBS affiliate was temporarily removed. When we spoke, I advised you that as DISH Network has no control over weather, DISH Network’s customer agreement provides for weather-related outages. Additionally, as we do not own the channels that we carry, our customer agreement also provide for changes in programming. As a courtesy and to bring a resolution to this issue without further inconvenience, I made an exception and waived your early termination fee. As I advised you, I requested to have your sales call reviewed for misinformation. 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] Tell us why here...
May 10, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 29, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You disputed the $85.64 collection item you received for your DISH Network account. You maintain that you never received a bill for this amount. You requested that we waive the balance, remove the information from collections and clear any related information from the credit bureaus. A review of your account reveals that the $85.64 balance was added to your account on January 27, 2016, due to a system error. The amount has since been removed from your account and I requested that the collection item be closed and that any related information be removed from your credit file. We strive to provide excellent service and we regret that your experience was unfavorable. 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: 7:00 am-3:30 pm MST, MON-FRI
February 19, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that you contacted Frontier and you agreed to a bundle package. However, you said that they failed to provide you with all of the billing details, as you said you were billed for more then what you were quoted. You asked that we release you from your contract. When we spoke by phone, I advised you that I am unable to determine what you were told as you didn’t place your order with us. However, in the interest of customer service, I agreed to release you from your contract. At your request, I disconnected your account and I provided you with the equipment return disclosures. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted] Tell us why here...
April 27, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 27, 2016, we received your rebuttal, dated April 26, 2016, filed with the Revdex.com. You said you did not receive a copy of your Digital Home Advantage (DHA) agreement as you requested. I scanned and emailed a copy of your signed DHA agreement to [redacted]@gmail.com. This is the email address listed on your correspondence. I also enclosed a second copy for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Christina Atencio Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] Enclosure cc: Denver / Boulder Revdex.com
Initial Business Response /* (1000, 5, 2015/07/14) */
July 9, 2015
Ms. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 30, 2015, we received your complaint, dated June 27, 2015, filed with the...
Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on July 1, 7 and 9, 2015, and I left three messages.
You requested to be released from DISH Network's 24-month agreement because of the scheduled technician visits that were missed.
A review of this account indicates that the missed technician visits were because of an issue with the address that was listed on your account.
Our records reveal that your email address and phone number were updated on June 21, 2015, but your physical address was not updated until June 26, 2015. Once the address was corrected, the technician visit was completed on June 28, 2015.
I apologize on behalf of DISH Network. I removed the current account balance of $124.22 as well as the $10.00 technician visit fee. However, the 24-month agreement remains valid.
You mentioned that you signed up to receive a gift card but never received it. Our records reveal that the gift card was processed on January 16, 2015, and was sent to the address that was previously on the account. If you did not receive it, you may contact Citibank at X-XXX-XXX-XXXX for more information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Initial Business Response /* (1000, 10, 2015/10/02) */
September 11, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 11, 2015, we received your complaint, dated September 10, 2015,...
filed with the Revdex.com.
You maintain you have yet to receive a final billing statement from DISH Network. You disputed the balance due and the collection attempts.
We corresponded today via email. I have enclosed a copy of the email correspondence for your records. I also sent you copies of your November and December 2014 and January 2015 bills (enclosed) to [redacted]@GMAIL.COM for your review.
I advised you that our records reveal monthly billing statements were sent to your address (1603 Running Deer Dr. NW, Conover, NC XXXXX). We have no record that returned mail was received from your address.
Per your request, we also sent additional billing statements to the same address on December 20, 2014, and August 26, 2015. We have no record that these statements were returned.
I informed you that you participated in the Digital Home Advantage (DHA) promotion with 24-month commitment. You were billed $17.50 for the early termination fee, as service was disconnected prior to the promotional fulfillment date. Under the DHA agreement the customer agrees to return the leased equipment to DISH Network and to pay all costs and expenses of the return. You were billed $17.00 for the return. Although these fees are valid, I made an exception and reversed them from your account.
Please note that your account was disconnected due to nonpayment on October 13, 2014. The balance for service rendered through this date is $103.87. I advised you that when the balance is paid in full, I will reverse the information from your credit report.
During our correspondence, you requested that DISH Network honor your new cable provider's promotional offer to zero out your account balance. I explained that DISH Network and other independent TV providers set their own business policies and procedures. We are unable to honor your request. We encourage you to contact your TV provider regarding their promotional offers.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because the fact of the matter is I had it set up to where I wouldn't have to pay anything out of my pocket if they would have sent me the correct information when I requested it. Now that opportunity is no longer available. They claim that they sent me what I wanted but when I asked them to look at the calls to see what I was calling about which was to request my final bill multiple times they never answer my question and told me I need a subpoena to get the transcripts of the calls.
Final Business Response /* (4000, 14, 2015/10/13) */
October 7, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 7, 2015, we received your rebuttal, dated October 6, 2015, filed with the Revdex.com.
You disagreed with our response. You maintain that you did not receive copies of your billing statements and you said that the offer from your new TV provider is no longer available. You requested that your recorded calls be reviewed and expressed concern as a subpoena is required to release your account records.
As previously explained, we mailed your billing statements to your address every month. Per your request, we also sent additional copies of your bill to the same address on December 20, 2014, and August 26, 2015. Your recorded calls were reviewed and we found that there was no request for copies of your billing statements prior to December 20, 2014. We also have no record that mail was returned from your address.
We are unable to honor an offer presented to you by another company not controlled by DISH. However, when the balance of $103.87 is paid in full for service rendered, I will remove the debt from your credit report.
If you wish to have copies of account records, a subpoena is required. We regret that you do not agree with our policy.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/06) */
October 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28,...
2015, filed with the Revdex.com. My attempts to reach you by phone on September 30 and October 1 and 2, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you are due a credit and refund for six days you were charged for service but didn't receive it.
I have applied a credit for five days of service which is for the 25, 26, 27, 28 and 29 of September 2015. You will receive a refund of $18.74 within the next seven to ten business days.
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 Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 18, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You maintain that you did not receive the monthly rate you were promised and you have been overcharged on your credit card account. You also maintain that Credit Card AutoPay (CCA) was not removed as you requested. You would like a refund. Your service was activated on December 10, 2012. At that time, you were enrolled in CCA and paperless billing to receive our HD Free for Life offer. This offer waived the monthly fee of $10.00 for the HD package. Our records do not show that we received a request to remove CCA. On October 8, 2014, two credits totaling $40.00 were applied to your account for 16 months as a courtesy. The DISH Movie package (formerly Blockbuster @Home) was also added to your account at half price ($5.00) for six months. This made your monthly rate $48.99 plus tax. While the account credits and offers are guaranteed, the package prices are subject to change at any time. Although the offer for the Dish Movie package ended on April 8, 2015, it was extended for an additional six months on April 23, 2015. On February 1, 2015, DISH Network experienced a $5.00 price increase, increasing your monthly rate to $53.99 plus tax; however, a $5.00 monthly credit was applied to your account on April 25, 2015, for six months. This reduced your monthly rate to $48.99 plus tax. Due to the expiration of the Dish Movie package offer on October 23, 2015, you began to be billed the regular service charge of $10.00 a month, making your monthly rate $58.99 plus tax. On January 14, 2016, DISH Network experienced another $5.00 price increase. This along with the expiration of the monthly $40.00 credit on February 8, 2016, caused you to be billed at the regular monthly rate of $103.99 plus tax. Your monthly rate was reduced to $98.99 when the DISH Movie package was added to your account at half price on February 3, 2016. Your service was disconnected on March 14, 2016, at your request. On March 16, 2016, a refund of $101.07 was applied to your credit card account for your last payment. I waived the final balance of $34.89 on your account, leaving your account at zero. No additional refunds are due as your charges are correct for the services that you subscribed to. 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 [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 13, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 12, 2015, we received your correspondence, dated May 11, 2015, filed with the...
Revdex.com.
You stated that you recently purchased DISH Network service for your home. You were displeased with the service and understood that you had 30 days to disconnect without penalty. You have been charged a $460.00 early termination fee. You requested that this fee be refunded.
When we spoke today, I explained that we do not offer a 30-day trial period. We also reviewed the sales call and there was no mention of it. The contract signed when the service was installed was for a 24-month commitment; however, as a courtesy, I offered to discount the fee $200.00. I issued a $200.00 refund. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Tell us why here...March 6, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 1, 2018, we received your complaint, dated March 1, 2018, filed with the Revdex.com. You continue to maintain that you only called to inquire about service and that you did not get the channels you requested. You stated that you told the representative you were traveling, and you would need to call back later. You also claim that you have not received any calls from our Corporate Field Resolutions (CFR) Department. You once again mentioned the removal of the satellite dish. Although you stated that you were aware you should call back, you continued with the sales call and placed the order. You agreed to the prices and packages that were disclosed during that initial sales call. You were provided with the channels you mentioned (no kid’s channels were mentioned) and you agreed to a monthly price of $65.99. Our records reveal that Mr. B[redacted] from the CFR spoke with you on February 22, 2018. Please contact him directly for more information regarding your damage claim. As previously advised, once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned: we do not remove it without a fee. The starting cost to remove a satellite dish is $95.00. You may also contact a local retailer for the removal of the dish. As I previously advised you, I reduced your early termination fee to $200.00 as an exception. Because we received a dispute for the initial payment for the equipment upgrade ($53.38), I reversed the two $25.00 upgrade fees. The remaining balance due on your account is $253.65. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT(720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 10, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 3, 2016, filed with the Revdex.com. You said you requested that your account be closed; however, it was placed on DISH Pause. Your service was subsequently restored and you are disputing the balance due. You asked that we waive the balance due and remove your account information from our collection agency. When we spoke by phone, I informed you that I reviewed the call recording that took place on March 9, 2015. I found that you agreed to our DISH Pause option for nine months and you were told to call in on December 8, 2015, to reinstate the DISH Pause for another six months. Because we didn’t receive a call from you, your service was restored. We also sent you an email on December 9, 2015, at [redacted]@YAHOO.COM indicating that your service was restored. We consider the balance to be accurate, but I offered to waive half of the balance to settle the account. You declined my offer. We ask that the balance be paid in full. 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]