November 1, 2016 Dear Ms. [redacted]: On October 31, 2016, we received your complaint, dated October 28, 2016, filed with the Revdex.com. You stated that you recently added the dishNET internet service to your DISH Network account. You did not...
receive the service or pricing that you were promised. This led you to disconnect your services. You have been charged an early termination fee for the internet disconnection, and you requested that this fee be waived and your account balance be resolved. When we spoke on October 31, 2016, I agreed to resolve the early termination fee and account balance, as a courtesy. You accepted this resolution. 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 member of the DISH Network family. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 5, 2015/06/04) */
June 2, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with the...
Revdex.com.
You stated that two payments were collected from your bank account on May 25, 2015, by DISH Network. You only authorized one payment of $195.71. You did not authorize the $195.80 payment. You have incurred bank charges related to this error. Additionally, the customer service you encountered while attempting to address the matter did not meet your expectations. You requested that the $195.80 payment and the fees you incurred be refunded.
When we spoke today, I apologized for the difficulty you experienced. I agreed to refund $80.00 for the bank charges that you incurred. You indicated that you did not wish to have the $195.80 refund any longer and 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]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 22, 2015
Ms. [redacted]
XXX-XXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 18, 2015, we received your complaint, dated September 17,...
2015, filed with the Revdex.com.
You disputed the early termination fee applied to your DISH Network and credit card accounts. You said that you were provided with different information depending on the person with whom you spoke. You requested to have the termination fee waived and your last payment refunded.
I attempted to reach you at (XXX) XXX-XXXX on September 18, 21 and 22, 2015, and I left you three voicemails. I received your return voicemails but we were unable to speak directly.
In my last message, I advised you that I had made an exception and waived your early termination fee. I also backdated the disconnection of your account and refunded your $240.00 early termination fee payment and $94.01 for service.
In addition, I reviewed the records and calls on your account and I will forward your concerns to the appropriate department concerning the information you were provided and the level of customer service that you received.
We sincerely regret any confusion or inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com, regarding Mr. [redacted]. You said that our employees made a promise by phone that was not honored. You requested that we provide you with copies of all correspondence between Mr. [redacted] and DISH Network and any written agreements. When we spoke by phone you told me that Mr. [redacted] was offered a 12-month discount, making his rate $58.99. I reviewed the call recording that took place on May 7, 2015, and I found that our agent offered a $20.00 monthly credit for ten months which Mr. [redacted] accepted. As a courtesy, I added a $20.00 credit to Mr. [redacted]’s account for the next two months. I advised you that I can provide you with copies of Mr. [redacted]’s signed agreements. However, the phone call recordings can only be obtained by subpoena. You may send the subpoena to: Fax: 720-514-6359 Attn: Subpoena Request Mail: DISH Network LLC Attn: Subpoena Request PO Box 6655 Englewood, CO 80155 Please note that the processing time for a subpoena is three to four weeks. 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] Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. Roberts: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You disputed the denial of your damage claim and said that DISH Network tried to debit your bank account without your authorization. Our records indicate that you received a standard pole-mount installation. During the installation, the technician installs a pole to mount the dish on and buries the cable from the dish to your house. We do not provide additional landscaping after the installation is completed. Enclosed is a copy of your signed service agreement, wherein you agreed that your pole installation was satisfactory. You disconnected your service on December 21, 2015, and, as you signed a 24-month agreement (enclosed), an early termination fee of $460.00 was applied to your account. Per the terms of the enclosed Digital Home Advantage agreement, DISH Network may automatically debit the fee. On December 22, 2015, you were emailed notice that DISH Network may do so beginning January 11, 2016. Additionally, as your account is enrolled in automatic payments, our system attempted to debit your balance of $505.04 on your January 5, 2016, due date. As you approved the installation of the pole and burying of the cable and as it was found that you received service that would be expected for this type of installation, we are unable to provide reimbursement for your landscaper. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
The original response stated that [redacted] applied the $20 off a month. He did not. I still did not receive a document verifying that [redacted] released me from the contract. [redacted] informed me that it was not signed by ME. Not "the best interest of customer service." Therefore, he lied in the original notice. The $20 a month for 10 months was on my account prior to me even contacting the Revdex.com. I do not understand where he stated he did so BECAUSE of the Revdex.com contact....
Complaint Response Date bumped because: Holiday
Complaint: [redacted]
I am rejecting this response because: As I said in the first rejection, I was not just inconvenience it cost $10.50 for shipping/repackaging. I sent back the $20 power strip as well and received no credit for that. Since my first complaint and first rejection, I have continued to receive robo telephone calls from DISH network offering me the same package you were unable to deliver initially. These calls come in the evening when I am trying to relax. The last call I received was 6/09/16 and I explained to the young lady that I had already ask 4 different times to be placed on the do not call list. Your company had better get their act together. My next call will be to the Florida attorney general for harassment.
Sincerely,
[redacted]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.com. You stated that your homeowners’ association no longer allows satellite dishes on your property. Your DISH Network satellite dish was removed. You requested that your account be disconnected and that your early termination fee be waived. When we spoke today, I agreed to waive your early termination fee as a courtesy, and I disconnected your account. You accepted this resolution. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. 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]
Dear Mrs. [redacted]: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said you were billed twice for a UFC Pay-Per-View event and you disputed the $59.99 charge. When I spoke with your husband (Mr. [redacted]) today, he informed me...
that he ordered the same UFC event in both SD and HD through the remote control by mistake. I reversed the $59.99 fee for the HD UFC event from your account. He accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
February 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com. You said that you agreed to television and internet service, but you only received television service. You disconnected your account and requested that the early termination fee be waived. When we spoke, I confirmed that your account was closed without penalty. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
[redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
[redacted] Dear Ms. [redacted]: On March 11, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 11, 14 and 15, 2016, were unsuccessful; however, I left three messages. You expressed concern with the billing statement of $787.78 that you received. You maintain that your service was supposed to be placed on DISH Pause in late November 2015. You would like the balance removed and an address to return the equipment. Your internet and phone services were established on April 18, 2014, with a 24-month commitment. A second 24-month commitment was added on April 23, 2014, for the addition of TV service. Please be advised that while your TV service can be placed on DISH Pause, there is no DISH Pause option for our internet or phone services. Our records do not show that DISH Pause was requested. Although we show that you contacted us via email on December 17 and 19, 2015, and February 17, 2016, regarding your service charges, you were told to contact us by phone or via chat; however, we were not contacted. As a result, your service continued as normal. Please note that your billing statements and delinquency notifications were provided via email to [redacted]@yahoo.com. Please be advised that your service is currently interrupted for non-payment. Once it is fully disconnected on March 18, 2016, your account will be left with balance of $278.20. Additionally, you will be charged early termination fees of $10.00 and $60.00 for the non-fulfillment of your internet and TV term commitments, respectively. DISH Network will provide boxes within ten business for the return of the equipment upon disconnection of your service. A $10.00 box return fee will apply for each box. All charges are valid; therefore, we are unable to honor your request to remove the balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
September 16, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You expressed concern with an ongoing technical issue that has been preventing you from receiving...
programming. You maintain that you notified DISH Network of the issue multiple times, but it has not been resolved, and it was only after you threatened to cancel your service that anyone offered to send a technician to resolve it. You requested to either cancel your account without penalty or to receive a credit for the period of time that you've been without service. When we spoke, you indicated that the technical issue has since been resolved and your service is working properly. I advised you that your account has been credited for the period you were without service. Additionally, I added seven Pay-Per-View movie coupons to your account. Please go to www.mydish.com/mycertificates to redeem them. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You said that when you canceled your DISH Network service, you had a zero balance. You disputed the collection attempts and you requested a refund. When we spoke today, I advised you that the balance of $77.60 is for service rendered by dishNET Wireline. Nevertheless, I removed the balance from your account. As of March 22, 2016, your DISH Network account is at a zero balance. A refund of $77.60 was applied to your credit card account ending in 1065 on March 24, 2016. This information will be updated with the credit bureaus; please allow eight weeks for processing. 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]
Initial Business Response /* (1000, 5, 2015/09/21) */
September 11, 2015
Ms. [redacted] and Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted] and Mr. [redacted]:
On September 1, 2015,...
we received your correspondence, dated August 31, 2015, filed with the Revdex.com.
You stated that you recently ordered DISH Network service. However, we were unable to establish the necessary line of sight at your residence to receive service. The order was cancelled. You requested that the credit inquiries that were run when you purchased the service be removed.
When I spoke with Mr. Monaskhin on September 4, 2015, I agreed to submit a request to our collection department asking that the inquiries be removed from your credit report. He 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]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response as they state they have agreed to my required resolution to this issue, which is to delete the request from the credit reports.
Thank you for your assistance with this matter.
September 8, 2016 Dear Ms. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You requested to be released from your 24-month commitment due to the loss of your local Fox channel. ...
This account was established under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). It is disclosed in the DHA agreement that we reserve the right to change prices, programming and packages. The commitment remains valid. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
Dear Mr. [redacted]: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com. You said you returned the leased equipment and you have yet to receive a refund. I attempted to reach you at ###-###-#### on January 8, 11 and 12, 2016. I left three voice messages. While the equipment was returned on December 2, 2015, our system will not automatically generate a refund. As a result, the refund was not submitted on this date. The refund of $347.00 was applied to your credit card account ending in 1007 on December 31, 2015. This refund is the amount that was previously collected for the unreturned equipment We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/08/03) */
July 27, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 14, 2015, filed with the Better...
Business Bureau.
You requested to be released from the internet service agreement because it is too slow and you have experienced many technical issues.
A review of your account reveals that there have been several technical issues reported. Therefore, I released you from the 24-month commitment to internet service. You will not be charged an early termination fee for the internet service.
The TV service was disconnected and there was no early termination fee for the TV service. Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees and keep the return tracking numbers for your records.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
October 26, 2016 Dear Ms. [redacted]: On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the Revdex.com. You said that your refrigerator was damaged during the installation and you would like it to be...
repaired. When we spoke, I informed you that an investigation was unable to validate your claim. Our field office has decided to deny your claim and we will be standing behind their decision. Enclosed is a copy of your denial letter. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 9, 2015/05/07) */
April 27, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your correspondence, dated April 24, 2015, filed with...
the Revdex.com.
You expressed dissatisfaction with Hopper features and with the customer service you received. You disputed the early termination fee.
I regret that the Hopper system and service were not to your satisfaction.
When we spoke today, I advised you that I made an exception and reversed the $480.00 early termination fee from your account. In addition, a refund of $73.35 was submitted. Please allow five business days for processing. This refund is for the payment collected for the first month of programming. You accepted this resolution.
We strive to provide excellent service 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 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
1020 Cherokee St.
Denver, CO 80204
[redacted]
August 5, 2016 Dear Ms. [redacted]: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. You said that you contacted our customer service to have your information removed from our system as you have...
been getting unwanted mail from us, but your request was denied. You requested that we remove your information from our system. I have processed your request and it can take eight weeks to be completed. 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 ###-###-####
November 1, 2016 Dear Ms. [redacted]: On October 31, 2016, we received your complaint, dated October 28, 2016, filed with the Revdex.com. You stated that you recently added the dishNET internet service to your DISH Network account. You did not...
receive the service or pricing that you were promised. This led you to disconnect your services. You have been charged an early termination fee for the internet disconnection, and you requested that this fee be waived and your account balance be resolved. When we spoke on October 31, 2016, I agreed to resolve the early termination fee and account balance, as a courtesy. You accepted this resolution. 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 member of the DISH Network family. 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: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 5, 2015/06/04) */
June 2, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with the...
Revdex.com.
You stated that two payments were collected from your bank account on May 25, 2015, by DISH Network. You only authorized one payment of $195.71. You did not authorize the $195.80 payment. You have incurred bank charges related to this error. Additionally, the customer service you encountered while attempting to address the matter did not meet your expectations. You requested that the $195.80 payment and the fees you incurred be refunded.
When we spoke today, I apologized for the difficulty you experienced. I agreed to refund $80.00 for the bank charges that you incurred. You indicated that you did not wish to have the $195.80 refund any longer and 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]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 22, 2015
Ms. [redacted]
XXX-XXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 18, 2015, we received your complaint, dated September 17,...
2015, filed with the Revdex.com.
You disputed the early termination fee applied to your DISH Network and credit card accounts. You said that you were provided with different information depending on the person with whom you spoke. You requested to have the termination fee waived and your last payment refunded.
I attempted to reach you at (XXX) XXX-XXXX on September 18, 21 and 22, 2015, and I left you three voicemails. I received your return voicemails but we were unable to speak directly.
In my last message, I advised you that I had made an exception and waived your early termination fee. I also backdated the disconnection of your account and refunded your $240.00 early termination fee payment and $94.01 for service.
In addition, I reviewed the records and calls on your account and I will forward your concerns to the appropriate department concerning the information you were provided and the level of customer service that you received.
We sincerely regret any confusion or inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
April 1, 2016 [redacted]
[redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On March 30, 2016, we received your complaint, dated March 29, 2016, filed with the Revdex.com, regarding Mr. [redacted]. You said that our employees made a promise by phone that was not honored. You requested that we provide you with copies of all correspondence between Mr. [redacted] and DISH Network and any written agreements. When we spoke by phone you told me that Mr. [redacted] was offered a 12-month discount, making his rate $58.99. I reviewed the call recording that took place on May 7, 2015, and I found that our agent offered a $20.00 monthly credit for ten months which Mr. [redacted] accepted. As a courtesy, I added a $20.00 credit to Mr. [redacted]’s account for the next two months. I advised you that I can provide you with copies of Mr. [redacted]’s signed agreements. However, the phone call recordings can only be obtained by subpoena. You may send the subpoena to: Fax: 720-514-6359 Attn: Subpoena Request Mail: DISH Network LLC Attn: Subpoena Request PO Box 6655 Englewood, CO 80155 Please note that the processing time for a subpoena is three to four weeks. 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] Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]
*
*
*
[redacted]
*
[redacted] [redacted]
...
[redacted] Dear Ms. Roberts: On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You disputed the denial of your damage claim and said that DISH Network tried to debit your bank account without your authorization. Our records indicate that you received a standard pole-mount installation. During the installation, the technician installs a pole to mount the dish on and buries the cable from the dish to your house. We do not provide additional landscaping after the installation is completed. Enclosed is a copy of your signed service agreement, wherein you agreed that your pole installation was satisfactory. You disconnected your service on December 21, 2015, and, as you signed a 24-month agreement (enclosed), an early termination fee of $460.00 was applied to your account. Per the terms of the enclosed Digital Home Advantage agreement, DISH Network may automatically debit the fee. On December 22, 2015, you were emailed notice that DISH Network may do so beginning January 11, 2016. Additionally, as your account is enrolled in automatic payments, our system attempted to debit your balance of $505.04 on your January 5, 2016, due date. As you approved the installation of the pole and burying of the cable and as it was found that you received service that would be expected for this type of installation, we are unable to provide reimbursement for your landscaper. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
The original response stated that [redacted] applied the $20 off a month. He did not. I still did not receive a document verifying that [redacted] released me from the contract. [redacted] informed me that it was not signed by ME. Not "the best interest of customer service." Therefore, he lied in the original notice. The $20 a month for 10 months was on my account prior to me even contacting the Revdex.com. I do not understand where he stated he did so BECAUSE of the Revdex.com contact....
Complaint Response Date bumped because: Holiday
Complaint: [redacted]
I am rejecting this response because: As I said in the first rejection, I was not just inconvenience it cost $10.50 for shipping/repackaging. I sent back the $20 power strip as well and received no credit for that. Since my first complaint and first rejection, I have continued to receive robo telephone calls from DISH network offering me the same package you were unable to deliver initially. These calls come in the evening when I am trying to relax. The last call I received was 6/09/16 and I explained to the young lady that I had already ask 4 different times to be placed on the do not call list. Your company had better get their act together. My next call will be to the Florida attorney general for harassment.
Sincerely,
[redacted]
March 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.com. You stated that your homeowners’ association no longer allows satellite dishes on your property. Your DISH Network satellite dish was removed. You requested that your account be disconnected and that your early termination fee be waived. When we spoke today, I agreed to waive your early termination fee as a courtesy, and I disconnected your account. You accepted this resolution. It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change. 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]
Dear Mrs. [redacted]: On February 8, 2016, we received your complaint, dated February 5, 2016, filed with the Revdex.com. You said you were billed twice for a UFC Pay-Per-View event and you disputed the $59.99 charge. When I spoke with your husband (Mr. [redacted]) today, he informed me...
that he ordered the same UFC event in both SD and HD through the remote control by mistake. I reversed the $59.99 fee for the HD UFC event from your account. He accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
February 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com. You said that you agreed to television and internet service, but you only received television service. You disconnected your account and requested that the early termination fee be waived. When we spoke, I confirmed that your account was closed without penalty. We strive to provide excellent service, and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
[redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
March 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 11, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 11, 14 and 15, 2016, were unsuccessful; however, I left three messages. You expressed concern with the billing statement of $787.78 that you received. You maintain that your service was supposed to be placed on DISH Pause in late November 2015. You would like the balance removed and an address to return the equipment. Your internet and phone services were established on April 18, 2014, with a 24-month commitment. A second 24-month commitment was added on April 23, 2014, for the addition of TV service. Please be advised that while your TV service can be placed on DISH Pause, there is no DISH Pause option for our internet or phone services. Our records do not show that DISH Pause was requested. Although we show that you contacted us via email on December 17 and 19, 2015, and February 17, 2016, regarding your service charges, you were told to contact us by phone or via chat; however, we were not contacted. As a result, your service continued as normal. Please note that your billing statements and delinquency notifications were provided via email to [redacted]@yahoo.com. Please be advised that your service is currently interrupted for non-payment. Once it is fully disconnected on March 18, 2016, your account will be left with balance of $278.20. Additionally, you will be charged early termination fees of $10.00 and $60.00 for the non-fulfillment of your internet and TV term commitments, respectively. DISH Network will provide boxes within ten business for the return of the equipment upon disconnection of your service. A $10.00 box return fee will apply for each box. All charges are valid; therefore, we are unable to honor your request to remove the balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
September 16, 2016 Dear Mr. [redacted]: On September 7, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You expressed concern with an ongoing technical issue that has been preventing you from receiving...
programming. You maintain that you notified DISH Network of the issue multiple times, but it has not been resolved, and it was only after you threatened to cancel your service that anyone offered to send a technician to resolve it. You requested to either cancel your account without penalty or to receive a credit for the period of time that you've been without service. When we spoke, you indicated that the technical issue has since been resolved and your service is working properly. I advised you that your account has been credited for the period you were without service. Additionally, I added seven Pay-Per-View movie coupons to your account. Please go to www.mydish.com/mycertificates to redeem them. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
March 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. You said that when you canceled your DISH Network service, you had a zero balance. You disputed the collection attempts and you requested a refund. When we spoke today, I advised you that the balance of $77.60 is for service rendered by dishNET Wireline. Nevertheless, I removed the balance from your account. As of March 22, 2016, your DISH Network account is at a zero balance. A refund of $77.60 was applied to your credit card account ending in 1065 on March 24, 2016. This information will be updated with the credit bureaus; please allow eight weeks for processing. 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]
Initial Business Response /* (1000, 5, 2015/09/21) */
September 11, 2015
Ms. [redacted] and Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted] and Mr. [redacted]:
On September 1, 2015,...
we received your correspondence, dated August 31, 2015, filed with the Revdex.com.
You stated that you recently ordered DISH Network service. However, we were unable to establish the necessary line of sight at your residence to receive service. The order was cancelled. You requested that the credit inquiries that were run when you purchased the service be removed.
When I spoke with Mr. Monaskhin on September 4, 2015, I agreed to submit a request to our collection department asking that the inquiries be removed from your credit report. He 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]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response as they state they have agreed to my required resolution to this issue, which is to delete the request from the credit reports.
Thank you for your assistance with this matter.
September 8, 2016 Dear Ms. [redacted]: On September 1, 2016, we received your complaint, dated August 31, 2016, filed with the Revdex.com. You requested to be released from your 24-month commitment due to the loss of your local Fox channel. ...
This account was established under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed). It is disclosed in the DHA agreement that we reserve the right to change prices, programming and packages. The commitment remains valid. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
[redacted]
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[redacted]
[redacted]
[redacted] [redacted]
*
[redacted] [redacted] [redacted]
[redacted] ...
Dear Mr. [redacted]: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.com. You said you returned the leased equipment and you have yet to receive a refund. I attempted to reach you at ###-###-#### on January 8, 11 and 12, 2016. I left three voice messages. While the equipment was returned on December 2, 2015, our system will not automatically generate a refund. As a result, the refund was not submitted on this date. The refund of $347.00 was applied to your credit card account ending in 1007 on December 31, 2015. This refund is the amount that was previously collected for the unreturned equipment We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/08/03) */
July 27, 2015
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 14, 2015, filed with the Better...
Business Bureau.
You requested to be released from the internet service agreement because it is too slow and you have experienced many technical issues.
A review of your account reveals that there have been several technical issues reported. Therefore, I released you from the 24-month commitment to internet service. You will not be charged an early termination fee for the internet service.
The TV service was disconnected and there was no early termination fee for the TV service. Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees and keep the return tracking numbers for your records.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
October 26, 2016 Dear Ms. [redacted]: On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the Revdex.com. You said that your refrigerator was damaged during the installation and you would like it to be...
repaired. When we spoke, I informed you that an investigation was unable to validate your claim. Our field office has decided to deny your claim and we will be standing behind their decision. Enclosed is a copy of your denial letter. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Initial Business Response /* (1000, 9, 2015/05/07) */
April 27, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 27, 2015, we received your correspondence, dated April 24, 2015, filed with...
the Revdex.com.
You expressed dissatisfaction with Hopper features and with the customer service you received. You disputed the early termination fee.
I regret that the Hopper system and service were not to your satisfaction.
When we spoke today, I advised you that I made an exception and reversed the $480.00 early termination fee from your account. In addition, a refund of $73.35 was submitted. Please allow five business days for processing. This refund is for the payment collected for the first month of programming. You accepted this resolution.
We strive to provide excellent service 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 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
1020 Cherokee St.
Denver, CO 80204
[redacted]
August 5, 2016 Dear Ms. [redacted]: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com. You said that you contacted our customer service to have your information removed from our system as you have...
been getting unwanted mail from us, but your request was denied. You requested that we remove your information from our system. I have processed your request and it can take eight weeks to be completed. 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 ###-###-####