Dear Ms. [redacted]: On December 29, 2017, we received your correspondence, dated December 28, 2017, filed with the Revdex.com. You said that you established your service for $70.00 per month with a two-year price guarantee. You indicated that you moved and placed your account on DISH Pause. You expressed concern with the cost for the DISH Move In-Deal installation. You also disputed the monthly bill of $210.96. You requested to cancel the service without penalty and to receive a refund. I attempted to reach you at [redacted] on January 2, 3 and 4, 2018. There was no option to leave a voice message. I also sent an email to [redacted] Our records reveal that you established your service under the Flex 24 promotion with a 24-month commitment and a two-year price guarantee on December 9, 2017. I reviewed your call from December 16, 2017. I found that our agent explained to you that the DISH Move In-Deal is $100.00 to customers who move prior to having service for one year. The agent also explained that after the first year of service, the move is provided at no cost. You disagreed with this explanation. The agent offered DISH Pause and advised you that the promotional credits would be forfeited. You agreed to place your account on hold. When you called later the same day, the agent made an exception and reduced the Move In-Deal cost to $50.00, which you accepted. The installation was completed on December 19, 2017. In order to schedule the installation, the regular service is required to be restored. Please note that we bill for service in advance. In addition, the promotional credits were forfeited. These account changes made your bill $210.96 for the service period of January 9, 2018, through February 8, 2018. On December 26, 2017, the programming package was downgraded to the Smart Pack making the balance due $70.41. I regret any confusion. In the interest of resolving this matter, I made an exception and waived your term commitment. You may cancel your service at any time without penalty. We are unable to honor your refund request. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:It is not true. When I called DISH they would not tell me whether or not they service the new house that I was moving to unless I paid a fee, which I refused to pay. Furthermore, I had DISH as BUNDLE with [redacted] on the same BILL every month. I disconnected the [redacted] services which INCLUDED DISH. [redacted] continued to produce bills after the disconnection and that is why it FALSELY appeared that I owed DISH money. I do not owe DISH network money. They made this whole thing up. None of it is true. If they are going to offer a bundle with [redacted] and I pay ONE bill to [redacted], then it would only make sense to customers of the [redacted] bundle with DISH that one phone call is needed for disconnection. This is really absolutely ridiculous, inefficient, not intelligent and bad business.
Sincerely,
[redacted]
Tell us why here...September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com. You expressed concern that the internet service you have from DISH Network does not meet your...
needs due to data cap limitations, and it restricts your ability to do research and homework. You requested to be able to cancel the internet service without penalty. A review of your account reveals that your internet service was activated on November 3, 2015, and there is a 24-month commitment associated with the service. While DISH Network considers the commitment to be valid, I made an exception and I waived the early termination fee associated with your internet account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 7:00 am-3:30 pm MST, MON-FRI###-###-####
[redacted] Dear Ms. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You indicated that your billing statement did not reflect the billing address of [redacted] and it was required in order to receive the $100.00 gift card. You expressed concern with the information provided by the customer service agents. This account was activated through Infinity Sales Group, an independent retailer, on November 25, 2017. Your first billing statement generated on December 1, 2017, after the service was installed and activated. The bill generated with the information provided at the time of sale. On December 17, 2017, you logged into your online account to add a billing address but by that time, the monthly bill had already generated and it would not take effect until your next billing statement. Your January 1, 2017, billing statement (copy enclosed) reflects a billing address of [redacted]. Our records indicate that on December 26, 2017, you were advised that the information was updated and that it would take effect on your January 1, 2017, billing statement. Please note that to view your monthly billing statements, you may log onto your online account. All billing statements are available on the My Bill History tab on the left side of the screen. When I spoke with you by telephone today, I advised you that when you removed your billing from eBill on December 26, 2017, you forfeited the $5.00 monthly eAutopay credit. I re-enrolled you with eBilling so that you would continue to receive the discount. I apologize for the confusion. With regard to the $100.00 gift card, please refer to Infinity Sales Group as this is not a DISH Network offer. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On February 25, 2016, we received your correspondence, dated February 24, 2016, filed with the Revdex.com. You expressed dissatisfaction with the installation and you said that the technician damaged your roof, copper gutter and he defaced your property. You requested that the installation be corrected and the damage be repaired. When we spoke today, you advised me that a technician has corrected the installation. I informed you that a member of the Corporate Field Resolutions Team will also contact you regarding the damage claim. 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]
Complaint: [redacted]
I am rejecting this response because: my sisters name is not [redacted]. I don't know any [redacted]. I authorized my sister only not any random person. It could be a made up person is there an ID or something for this person on file??
Sincerely,
[redacted]
February 14, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On February 13, 2017, we received your complaint, dated February 10, 2017, filed with the Revdex.com. You maintain that a satellite dish was installed on your property without permission. You stated that when you contacted DISH Network to remove the satellite dish, you were provided with incorrect contact information for the removal. I was unable to locate a DISH Network account to confirm if the installation in question was completed by DISH Network directly. When I spoke with you by phone on February 13, 2017, you indicated that your concerns were resolved and you did not wish to pursue the complaint further. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. We also appreciate your suggestion regarding our installation policies. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 6, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 5, 2016, we received your correspondence, dated April 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your programming rate, and you disputed the early termination fee. When we spoke today, I advised you that your service was established under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment, we provided you with a monthly discount of $30.00 for 12 months, and the Protection Plan free for six months. When the free service and credits expire, the regular price is applied. A sales confirmation was emailed to you at [redacted]@rocketmail.com on March 3, 2015 (the date of sale). The email detailed the terms and conditions of the DHA promotion and the billing. Our records reveal that our agents offered to downgrade your programming package to lower the monthly rate. They also offered to apply a $10.00 monthly credit to your account for 12 months to assist with the cost of service, but you declined these options. Your account was disconnected on April 4, 2016. Because the service was canceled prior to the promotional fulfillment date, an early termination fee of $240.00 was applied. The early termination fee is valid. Although no credit is warranted, an exception was made and a $54.00 credit was applied to your account, making the balance due $293.98. We ask that this balance be paid in full. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. A return box with label will be delivered to your home by UPS. 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
March 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You stated that you were displeased with your current DISH Network programming package and monthly cost. You requested that your early termination fee be waived and that your service be disconnected. My attempts to address your concerns were unsuccessful. You indicated in your email response that you did not wish to discuss the matter. Our records indicate that you received the standard new customer promotional discount for 12 months with a 24-month contractual commitment. You reduced your programming packages when your discounts ended, to reduce cost. Unfortunately, the current package you selected ($19.99 a month) provides very limited programming. In addition to your new customer discounts, you received a $20.00 monthly credit for five months and you are currently receiving a $10.00 monthly credit for six months. There are seven months remaining in your contract. Should you decide to disconnect your service prior to completing your contractual commitment, your current prorated early termination fee is $140.00 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ALMOST satisfactory to me.
What happens over the telephone and what happens on the online account are two different stories. Over the telephone, the representative agreed to waive the fees, according to the agreement I originally made with an account representative. On the website, my account did not show any sort of correction. However, on the next month's billing, the erroneous late fee was canceled, and the agreed-upon monthly fees seemed to have returned. While I lack confidence in DISH to keep from errors in their favor, I will consider the current issue settled satisfactorily, with thanks to the Revdex.com for looking into the matter.
Sincerely,
[redacted]
October 5, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your correspondence, dated September 27, 2016, filed with the Revdex.com. You said you are moving and you are unable to retain the service at your new residence. You disputed...
the early termination fee. When we spoke today, I advised you that, under the Digital Home Advantage promotion, the customer agrees to be bound to the agreement even if their residence changes. I made an exception and I reduced the early termination fee to $200.00, which is half of the original $400.00 fee. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your bill-to address by UPS. As a courtesy, I also waived the LNBF (eyepiece of the dish) and equipment return fees from your account. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business and after speaking with them over the phone in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 30, 2016[redacted]Re: Revdex.com Complaint # [redacted]Dear Mrs. [redacted]:On November 29, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com.You said you canceled your...
service on October 1, 2016, because of signal loss due to rain. You disputed the payments collected through Credit Card AutoPay (CCA) after this date and the early termination fee. In addition, you provided feedback regarding your customer service experience. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. We disclose weather-related outages in our Customer Residential Agreement at www.dish.com/legal. When we spoke today, I advised you that I reviewed the recorded call from September 29, 2016. I found that you reported signal loss and requested to cancel the service. However, Mr. [redacted] took over the conversation and he agreed to schedule a technician visit to address the signal concerns. Our records show that you canceled the technician visit on October 1, 2016. While the appointment was canceled with the technician, we have no record that you called customer service to cancel the TV service. You disagreed and terminated the call. I reviewed your call from October 26, 2016. Our agent was unable to provide full disclosures for the disconnection, as Mr. [redacted] ended the call. As a result, the account remained active. Your account was disconnected on November 28, 2016. I reviewed the call from this date and found that our agent advised Mr. [redacted] of the history of your account. Mr. [redacted] again ended the call before the proper disconnection disclosures could be given. Nevertheless, our agent disconnected the service. I made an exception and applied a credit of $97.74 to your account for one month of service.Because your service was disconnected prior to the promotional fulfillment date, you were billed $400.00 for an early termination fee. I enclosed a copy of your signed Digital Home Advantage agreement for your records. In the interest of coming to an agreement, I also reduced the early termination fee to $200.00. The programming credit of $97.74 was applied toward the early termination fee. We ask that the balance of $88.56 be paid. I found that our agents addressed your concerns in a professional m[redacted]r. We appreciate your feedback and 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]Enclosurecc: Denver / Boulder Revdex.com 3**1 E. Florida Avenue, Suite 350 Denver, CO **210 [redacted]
Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You requested that we honor the offer you were provided for a monthly rate of $38.99 and that we provide you with a credit for the months you overpaid. DISH Network records all of our calls. I reviewed the call that took place on May 18, 2015. You asked the agent if she could give you the new customer rate of $39.99. She told you that she was unable to offer you that rate, but she offered a $40.00 monthly discount for six months. We have honored the offer and no further credits will be applied. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
February 6, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 23, 2018, we received your complaint, dated January 22, 2018, filed with the Revdex.com. You expressed concern with the following issues: · Disconnection · Price · Shipping equipment return · Equipment return fee · Collections · Customer service Because of technical issues that you experienced, you requested that your account be disconnected. However, it was not and you continued to be billed. Our records reveal that your account could not be disconnected because you were unable to verify the account information. I apologize for the inconvenience; however, per our policy, we require that account verification be performed in order to prevent any fraudulent activity. You said that you were quoted a rate of $48.52 but your bill was $58.52. Our records reveal that the $10.00 adjustment to reduce your price did not post to your account until after your bill cycled. You equipment was received on December 29, 2017. You mentioned the return of the equipment and the $12.00 equipment return fees. DISH Network does not retrieve the equipment. We provide boxes and return labels to return the equipment. We regret that you do not agree with our policy and procedures. Your account was referred to collections because an unpaid balance remained on your account. As an exception, I removed the $33.89 balance and notified collections to remove the account from the credit reporting agencies. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer. 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 6, 2016 Dear Ms. [redacted]: On December 6, 2016, we received your rebuttal, dated November 28, 2016, filed with the Revdex.com. You maintain that a DISH Network agent said that Cartoon Network West was included in the Flex Pack and you requested a monthly $10.00 credit for ten months as compensation for this misinformation. Our records indicate that you initiated your account through an independent retailer, Sterling Commerce Group, but the advertisement you sent was from Infinity Sales. DISH Network, Sterling, and Infinity are all separate, independent companies. I reviewed your calls to DISH Network and I could not find any instance where a DISH Network agent said that Cartoon Network West was included in the Flex Pack. You were advised that the channel to which you refer is included in the Kid’s Pack. Additionally, our records indicate that you contacted us on November 18, 2016, and requested to upgrade your package to the America’s Top 200 and you received a monthly $20.00 credit for 12 months. 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 ###-###-####
April 6, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On April 3, 2017, we received your complaint, dated April 1, 2017, filed with the Revdex.com. You said that you were told you would receive [redacted] for 12 months free of charge, but you only received it free for three months. When we spoke, I advised you that I added the [redacted] free for 12 months promotion to your account. We appreciate you bringing this issue to our attention and we regret any inconvenience it may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted]
March 22, 2016 Mr. [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 22, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You indicated that when you established your DISH Network service you agreed to receive the lowest package that we offered, but you received a higher package and when you attempted to reduce it, it was not honored. As a result, you disconnected both your internet and TV services and you disputed the early termination fees. You also expressed concern with the automatic payments and you requested that your account be removed from collections. Your account was activated with our mid-level programming package, the America’s Top 200, and a new customer introductory monthly credit of $30.00 for 12 months. You received eleven of the 12 credits. We have no record of a request to reduce the package. A review of your account reveals that on May 12, 2015, we offered to downgrade your service, but you declined the offer. When I spoke with you by telephone today, I informed you that as an exception, I removed the $300.00 early termination fee for your TV service and the $262.50 early termination fee for the internet service. There is no balance on your account. Authorization to automatically debit your debit/credit card for the early termination fee and/or unreturned equipment fees, is provided in the 24-month commitments. Enclosed are copies for your review. I notified collections to update their records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/09/23) */
September 14, 2015
[redacted]
[redacted]
[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 said that you didn't agree to our AutoPay system and you were not told any details about paying for service upfront.
When we spoke I advised you that I reviewed your sales call recording and found that the agent disclosed the AutoPay requirement and you agreed to it. In addition, he explained our billing practices and your monthly rate which again was agreed upon. I offered to remove AutoPay from your account, but informed you that this would increase your monthly rate by $10.00. You agreed to maintain AutoPay and you said that you will pay your bill before the due date.
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]
[redacted] Dear Ms. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You indicated that you were unable to make a check payment even though your financial institution confirmed there were no issues on their end. You also stated that you are receiving a service interruption message on your screen even though you made a payment. Your service was activated on August 23, 2014, with a 24-month commitment through our Flex 24 promotion. This is a pay-in-advance promotion that requires your monthly payment to be received on or before the due date. Your due date is on the 21st of each month. Our records confirm that you attempted to make a check payment for the balance of $76.09 on June 21 and 22, 2016; however, the payment was declined. Since a payment was not received, your service was interrupted for non-payment on June 23, 2016. As a courtesy, a $40.00 credit was applied to your account on June 22, 2016. Your service was restarted on June 23, 2016, when the remaining balance of $36.09 was paid. When I spoke with you by phone today, I advised you that we are unable to confirm the reason your check payments were declined. Please contact your bank for additional information. Additionally, you expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. 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]
January 4, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On December 29, 2017, we received your correspondence, dated December 28, 2017, filed with the Revdex.com. You said that you established your service for $70.00 per month with a two-year price guarantee. You indicated that you moved and placed your account on DISH Pause. You expressed concern with the cost for the DISH Move In-Deal installation. You also disputed the monthly bill of $210.96. You requested to cancel the service without penalty and to receive a refund. I attempted to reach you at [redacted] on January 2, 3 and 4, 2018. There was no option to leave a voice message. I also sent an email to [redacted] Our records reveal that you established your service under the Flex 24 promotion with a 24-month commitment and a two-year price guarantee on December 9, 2017. I reviewed your call from December 16, 2017. I found that our agent explained to you that the DISH Move In-Deal is $100.00 to customers who move prior to having service for one year. The agent also explained that after the first year of service, the move is provided at no cost. You disagreed with this explanation. The agent offered DISH Pause and advised you that the promotional credits would be forfeited. You agreed to place your account on hold. When you called later the same day, the agent made an exception and reduced the Move In-Deal cost to $50.00, which you accepted. The installation was completed on December 19, 2017. In order to schedule the installation, the regular service is required to be restored. Please note that we bill for service in advance. In addition, the promotional credits were forfeited. These account changes made your bill $210.96 for the service period of January 9, 2018, through February 8, 2018. On December 26, 2017, the programming package was downgraded to the Smart Pack making the balance due $70.41. I regret any confusion. In the interest of resolving this matter, I made an exception and waived your term commitment. You may cancel your service at any time without penalty. We are unable to honor your refund request. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:It is not true. When I called DISH they would not tell me whether or not they service the new house that I was moving to unless I paid a fee, which I refused to pay. Furthermore, I had DISH as BUNDLE with [redacted] on the same BILL every month. I disconnected the [redacted] services which INCLUDED DISH. [redacted] continued to produce bills after the disconnection and that is why it FALSELY appeared that I owed DISH money. I do not owe DISH network money. They made this whole thing up. None of it is true. If they are going to offer a bundle with [redacted] and I pay ONE bill to [redacted], then it would only make sense to customers of the [redacted] bundle with DISH that one phone call is needed for disconnection. This is really absolutely ridiculous, inefficient, not intelligent and bad business.
Sincerely,
[redacted]
Tell us why here...September 15, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com. You expressed concern that the internet service you have from DISH Network does not meet your...
needs due to data cap limitations, and it restricts your ability to do research and homework. You requested to be able to cancel the internet service without penalty. A review of your account reveals that your internet service was activated on November 3, 2015, and there is a 24-month commitment associated with the service. While DISH Network considers the commitment to be valid, I made an exception and I waived the early termination fee associated with your internet account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 7:00 am-3:30 pm MST, MON-FRI###-###-####
January 5, 2018 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You indicated that your billing statement did not reflect the billing address of [redacted] and it was required in order to receive the $100.00 gift card. You expressed concern with the information provided by the customer service agents. This account was activated through Infinity Sales Group, an independent retailer, on November 25, 2017. Your first billing statement generated on December 1, 2017, after the service was installed and activated. The bill generated with the information provided at the time of sale. On December 17, 2017, you logged into your online account to add a billing address but by that time, the monthly bill had already generated and it would not take effect until your next billing statement. Your January 1, 2017, billing statement (copy enclosed) reflects a billing address of [redacted]. Our records indicate that on December 26, 2017, you were advised that the information was updated and that it would take effect on your January 1, 2017, billing statement. Please note that to view your monthly billing statements, you may log onto your online account. All billing statements are available on the My Bill History tab on the left side of the screen. When I spoke with you by telephone today, I advised you that when you removed your billing from eBill on December 26, 2017, you forfeited the $5.00 monthly eAutopay credit. I re-enrolled you with eBilling so that you would continue to receive the discount. I apologize for the confusion. With regard to the $100.00 gift card, please refer to Infinity Sales Group as this is not a DISH Network offer. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 1, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 25, 2016, we received your correspondence, dated February 24, 2016, filed with the Revdex.com. You expressed dissatisfaction with the installation and you said that the technician damaged your roof, copper gutter and he defaced your property. You requested that the installation be corrected and the damage be repaired. When we spoke today, you advised me that a technician has corrected the installation. I informed you that a member of the Corporate Field Resolutions Team will also contact you regarding the damage claim. 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]
Complaint: [redacted]
I am rejecting this response because: my sisters name is not [redacted]. I don't know any [redacted]. I authorized my sister only not any random person. It could be a made up person is there an ID or something for this person on file??
Sincerely,
[redacted]
February 14, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On February 13, 2017, we received your complaint, dated February 10, 2017, filed with the Revdex.com. You maintain that a satellite dish was installed on your property without permission. You stated that when you contacted DISH Network to remove the satellite dish, you were provided with incorrect contact information for the removal. I was unable to locate a DISH Network account to confirm if the installation in question was completed by DISH Network directly. When I spoke with you by phone on February 13, 2017, you indicated that your concerns were resolved and you did not wish to pursue the complaint further. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. We also appreciate your suggestion regarding our installation policies. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 6, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 5, 2016, we received your correspondence, dated April 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your programming rate, and you disputed the early termination fee. When we spoke today, I advised you that your service was established under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment, we provided you with a monthly discount of $30.00 for 12 months, and the Protection Plan free for six months. When the free service and credits expire, the regular price is applied. A sales confirmation was emailed to you at [redacted]@rocketmail.com on March 3, 2015 (the date of sale). The email detailed the terms and conditions of the DHA promotion and the billing. Our records reveal that our agents offered to downgrade your programming package to lower the monthly rate. They also offered to apply a $10.00 monthly credit to your account for 12 months to assist with the cost of service, but you declined these options. Your account was disconnected on April 4, 2016. Because the service was canceled prior to the promotional fulfillment date, an early termination fee of $240.00 was applied. The early termination fee is valid. Although no credit is warranted, an exception was made and a $54.00 credit was applied to your account, making the balance due $293.98. We ask that this balance be paid in full. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. A return box with label will be delivered to your home by UPS. 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
March 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 3, 2016, we received your correspondence, dated March 2, 2016, filed with the Revdex.com. You stated that you were displeased with your current DISH Network programming package and monthly cost. You requested that your early termination fee be waived and that your service be disconnected. My attempts to address your concerns were unsuccessful. You indicated in your email response that you did not wish to discuss the matter. Our records indicate that you received the standard new customer promotional discount for 12 months with a 24-month contractual commitment. You reduced your programming packages when your discounts ended, to reduce cost. Unfortunately, the current package you selected ($19.99 a month) provides very limited programming. In addition to your new customer discounts, you received a $20.00 monthly credit for five months and you are currently receiving a $10.00 monthly credit for six months. There are seven months remaining in your contract. Should you decide to disconnect your service prior to completing your contractual commitment, your current prorated early termination fee is $140.00 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ALMOST satisfactory to me.
What happens over the telephone and what happens on the online account are two different stories. Over the telephone, the representative agreed to waive the fees, according to the agreement I originally made with an account representative. On the website, my account did not show any sort of correction. However, on the next month's billing, the erroneous late fee was canceled, and the agreed-upon monthly fees seemed to have returned. While I lack confidence in DISH to keep from errors in their favor, I will consider the current issue settled satisfactorily, with thanks to the Revdex.com for looking into the matter.
Sincerely,
[redacted]
October 5, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your correspondence, dated September 27, 2016, filed with the Revdex.com. You said you are moving and you are unable to retain the service at your new residence. You disputed...
the early termination fee. When we spoke today, I advised you that, under the Digital Home Advantage promotion, the customer agrees to be bound to the agreement even if their residence changes. I made an exception and I reduced the early termination fee to $200.00, which is half of the original $400.00 fee. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to your bill-to address by UPS. As a courtesy, I also waived the LNBF (eyepiece of the dish) and equipment return fees from your account. 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 ###-###-####
Revdex.com:
I have reviewed the response made by the business and after speaking with them over the phone in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
November 30, 2016[redacted]Re: Revdex.com Complaint # [redacted]Dear Mrs. [redacted]:On November 29, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com.You said you canceled your...
service on October 1, 2016, because of signal loss due to rain. You disputed the payments collected through Credit Card AutoPay (CCA) after this date and the early termination fee. In addition, you provided feedback regarding your customer service experience. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. We disclose weather-related outages in our Customer Residential Agreement at www.dish.com/legal. When we spoke today, I advised you that I reviewed the recorded call from September 29, 2016. I found that you reported signal loss and requested to cancel the service. However, Mr. [redacted] took over the conversation and he agreed to schedule a technician visit to address the signal concerns. Our records show that you canceled the technician visit on October 1, 2016. While the appointment was canceled with the technician, we have no record that you called customer service to cancel the TV service. You disagreed and terminated the call. I reviewed your call from October 26, 2016. Our agent was unable to provide full disclosures for the disconnection, as Mr. [redacted] ended the call. As a result, the account remained active. Your account was disconnected on November 28, 2016. I reviewed the call from this date and found that our agent advised Mr. [redacted] of the history of your account. Mr. [redacted] again ended the call before the proper disconnection disclosures could be given. Nevertheless, our agent disconnected the service. I made an exception and applied a credit of $97.74 to your account for one month of service.Because your service was disconnected prior to the promotional fulfillment date, you were billed $400.00 for an early termination fee. I enclosed a copy of your signed Digital Home Advantage agreement for your records. In the interest of coming to an agreement, I also reduced the early termination fee to $200.00. The programming credit of $97.74 was applied toward the early termination fee. We ask that the balance of $88.56 be paid. I found that our agents addressed your concerns in a professional m[redacted]r. We appreciate your feedback and 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]Enclosurecc: Denver / Boulder Revdex.com 3**1 E. Florida Avenue, Suite 350 Denver, CO **210 [redacted]
Dear Ms. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. You requested that we honor the offer you were provided for a monthly rate of $38.99 and that we provide you with a credit for the months you overpaid. DISH Network records all of our calls. I reviewed the call that took place on May 18, 2015. You asked the agent if she could give you the new customer rate of $39.99. She told you that she was unable to offer you that rate, but she offered a $40.00 monthly discount for six months. We have honored the offer and no further credits will be applied. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
February 6, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 23, 2018, we received your complaint, dated January 22, 2018, filed with the Revdex.com. You expressed concern with the following issues: · Disconnection · Price · Shipping equipment return · Equipment return fee · Collections · Customer service Because of technical issues that you experienced, you requested that your account be disconnected. However, it was not and you continued to be billed. Our records reveal that your account could not be disconnected because you were unable to verify the account information. I apologize for the inconvenience; however, per our policy, we require that account verification be performed in order to prevent any fraudulent activity. You said that you were quoted a rate of $48.52 but your bill was $58.52. Our records reveal that the $10.00 adjustment to reduce your price did not post to your account until after your bill cycled. You equipment was received on December 29, 2017. You mentioned the return of the equipment and the $12.00 equipment return fees. DISH Network does not retrieve the equipment. We provide boxes and return labels to return the equipment. We regret that you do not agree with our policy and procedures. Your account was referred to collections because an unpaid balance remained on your account. As an exception, I removed the $33.89 balance and notified collections to remove the account from the credit reporting agencies. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer. 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 6, 2016 Dear Ms. [redacted]: On December 6, 2016, we received your rebuttal, dated November 28, 2016, filed with the Revdex.com. You maintain that a DISH Network agent said that Cartoon Network West was included in the Flex Pack and you requested a monthly $10.00 credit for ten months as compensation for this misinformation. Our records indicate that you initiated your account through an independent retailer, Sterling Commerce Group, but the advertisement you sent was from Infinity Sales. DISH Network, Sterling, and Infinity are all separate, independent companies. I reviewed your calls to DISH Network and I could not find any instance where a DISH Network agent said that Cartoon Network West was included in the Flex Pack. You were advised that the channel to which you refer is included in the Kid’s Pack. Additionally, our records indicate that you contacted us on November 18, 2016, and requested to upgrade your package to the America’s Top 200 and you received a monthly $20.00 credit for 12 months. 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 ###-###-####
April 6, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On April 3, 2017, we received your complaint, dated April 1, 2017, filed with the Revdex.com. You said that you were told you would receive [redacted] for 12 months free of charge, but you only received it free for three months. When we spoke, I advised you that I added the [redacted] free for 12 months promotion to your account. We appreciate you bringing this issue to our attention and we regret any inconvenience it may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
March 22, 2016 Mr. [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 22, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com. You indicated that when you established your DISH Network service you agreed to receive the lowest package that we offered, but you received a higher package and when you attempted to reduce it, it was not honored. As a result, you disconnected both your internet and TV services and you disputed the early termination fees. You also expressed concern with the automatic payments and you requested that your account be removed from collections. Your account was activated with our mid-level programming package, the America’s Top 200, and a new customer introductory monthly credit of $30.00 for 12 months. You received eleven of the 12 credits. We have no record of a request to reduce the package. A review of your account reveals that on May 12, 2015, we offered to downgrade your service, but you declined the offer. When I spoke with you by telephone today, I informed you that as an exception, I removed the $300.00 early termination fee for your TV service and the $262.50 early termination fee for the internet service. There is no balance on your account. Authorization to automatically debit your debit/credit card for the early termination fee and/or unreturned equipment fees, is provided in the 24-month commitments. Enclosed are copies for your review. I notified collections to update their records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/09/23) */
September 14, 2015
[redacted]
[redacted]
[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 said that you didn't agree to our AutoPay system and you were not told any details about paying for service upfront.
When we spoke I advised you that I reviewed your sales call recording and found that the agent disclosed the AutoPay requirement and you agreed to it. In addition, he explained our billing practices and your monthly rate which again was agreed upon. I offered to remove AutoPay from your account, but informed you that this would increase your monthly rate by $10.00. You agreed to maintain AutoPay and you said that you will pay your bill before the due date.
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]
June 28, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 27, 2016, we received your complaint, dated June 23, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You indicated that you were unable to make a check payment even though your financial institution confirmed there were no issues on their end. You also stated that you are receiving a service interruption message on your screen even though you made a payment. Your service was activated on August 23, 2014, with a 24-month commitment through our Flex 24 promotion. This is a pay-in-advance promotion that requires your monthly payment to be received on or before the due date. Your due date is on the 21st of each month. Our records confirm that you attempted to make a check payment for the balance of $76.09 on June 21 and 22, 2016; however, the payment was declined. Since a payment was not received, your service was interrupted for non-payment on June 23, 2016. As a courtesy, a $40.00 credit was applied to your account on June 22, 2016. Your service was restarted on June 23, 2016, when the remaining balance of $36.09 was paid. When I spoke with you by phone today, I advised you that we are unable to confirm the reason your check payments were declined. Please contact your bank for additional information. Additionally, you expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. 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]