[redacted] Dear Mrs. [redacted]: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You indicated that you are not receiving the monthly rate of $49.00 that was promised. You also stated that you were told you would keep the same channels. Our records reveal that your package was changed from the America’s Top 200 ($79.99) to Latino Plus ($47.99) on February 24, 2016. A monthly credit of $12.00 was applied to your account for ten months, making your monthly rate $45.99 plus tax (includes $5.00 bundle credit). Additionally, HBO and Cinemax were added to your account free for six months. When I spoke with you by phone on March 4, 2016, I offered to change your package back to the America’s Top 200 and apply a credit of $33.00 for ten months. This will total a monthly credit of $45.00 for ten months and make your monthly rate $44.99 plus tax. I also added Starz free for three months. Please be advised that only the monthly credits are guaranteed because our prices are subject to change. Once the credits end, you will be billed the regular monthly rate. You also disputed the monthly fee of $5.00 that was previously applied to your account. Per your promotion, a $5.00 a month no phone line fee is charged to a customer’s DISH Network account for each dual tuner receiver on the account. The fee can be waived on a monthly basis for each receiver that is continuously connected to a landline. This fee was removed from your account on July 14, 2014. Although we do not show that any credits were promised for the phone line fee, a monthly credit of $40.00 was applied toward your service charges for 12 months on July 14, 2014. An additional $10.00 monthly credit was applied to your account for six months on May 22, 2015. 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]
Dear Ms. [redacted]: On April 3, 2017, we received your complaint, dated March 31, 2017, filed with the Revdex.com. You expressed concern about your programming and billing after the transfer of your DISH Network account. I attempted to reach you at [redacted] on April 6, 7 and 10, 2017, and I left your three voicemails. I also emailed you at [redacted] In my last message, I advised you that I reviewed your transfer of ownership call and found that you requested and you were set up with our Flex Pack with the Variety Pack. Your current monthly rate is $77.40, but once the account is enrolled in eAutoPay, you will receive a monthly $5.00 credit bringing your rate to $72.40. Please contact us at [redacted] or log in to your myDISH.com account to add eAutoPay. As I explained, the agent with whom you spoke provided the incorrect rate of $66.40 for service with the Renewal Offer. We sincerely regret any inconvenience or confusion this issue may have caused and we appreciate you bringing it to our attention. 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]
Complaint: [redacted]
I am rejecting this response because: I was little upset after the work was completed. I called Mr Scott to let him know what was all done and it seemed like I was bothering him. This was rather rude to me. I also inquired a charge of $50 for a card that I was told they didn't need. I have stuck by Dish with issue that came to me. I love the Hooper and the fact that I don't have record prime time.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The response is not acceptable however ABC programming has been restored in my area - it is still channel 8. Thank you.
Sincerely,
[redacted]
March 14, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 7, 2018, we received your correspondence, dated March 6, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience. When we spoke today, I thanked you for your feedback and I informed you that your concerns will be investigated internally. I made an exception and removed the balance due for programming of $76.42 from your account. You agreed to return the leased receivers to DISH Network. I also waived the LNBF (eyepiece of the dish) fee. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. 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]
January 11, 2016Ms. [redacted], KY [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On January 4,...
2016, we received your complaint, dated December 31, 2015, filed with the Revdex.com.My attempts to contact you by phone at ([redacted] on January 7, 8 and 11, 2016, were unsuccessful; however, I left three messages. You indicated that you have not received the $200.00 gift card you were promised with your DISH Network service. A review of the sales call recording found that the offer code ([redacted]) that you initially provided was applied to your account. The agent advised you that this offer was a referral, not a gift card, and it would provide you with a monthly account credit of $5.00 for ten months. When you called back the same day, you provided offer code ** for a $200.00 gift card. Please note that since only one offer code is allowed on an account, the initial service order would have had to be canceled and a new order with the appropriate offer code would have had to be established. However, the second representative did not add the second offer code. I apologize for this oversight. Our records reveal that you contacted us on January 1, 2016, via email regarding this matter. At that time you accepted the representative’s offer to apply a monthly credit of $25.00 to your account for the next ten months. However, since your desired resolution is to be provided with the $200.00 gift card, the account credit offer will not apply. I submitted a request for the $200.00 gift card to be issued. Please allow six to eight weeks for processing. We strive to provide excellent service and regret that your experience was unfavorable.If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
May 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On April 29, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You disputed the early termination fee associated with Ms. Sarah Harp’s DISH Network account. You indicated that you experienced technical issues. When we spoke, you stated that your signal issues were weather-related or due to foliage blocking the signal. I explained that, as weather conditions are out of DISH Network’s control, our Digital Home Advantage (DHA) Plan Agreement provides for weather related outages. Likewise, DISH Network has no control over foliage growing in front of the dish. As such, we are unable to waive your early termination fee for this issue. Enclosed is a copy of the DHA for the account for your 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
March 26, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 19, 2018, we received your complaint, dated March 16, 2018, filed with the Revdex.com. You stated that after contacting DISH Network and speaking with me, you were told that you would receive an adjusted bill and you would not be charged for the return of the antenna. You said you did not receive the adjusted bill but you were aware that you had to pay for the return of the antenna, so you paid a neighbor to retrieve it. You maintain that you were told this would not affect your credit, but you received a letter stating your credit report would be updated. My attempts to contact you by phone at ([redacted] on March 20, 22 and 23, 2018, were unsuccessful, but I left you three messages. I regret that the letter you received caused you concern. The letter explained that your bill was adjusted for the antenna, as the charge had already been added by the time we spoke. I advised you of this during the phone call, as well. I would have been happy to resend the adjusted bill if I had been aware you had not received it. The letter you received informed you that we would remove the charges from our credit files once you made a final payment, and that if it was sent to collections or the credit bureau, I would have it removed. The letter is enclosed. This has since been done. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 2, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 2, 3 and 4, 2016, have been unsuccessful; however, I was able to leave two voice messages. You expressed concern that you lost a $10.00 credit we were providing you for signing up for AutoPay. You were told it would be reinstated and that you will receive a refund for the months you didn’t receive the credit. Our records reflect that the $10.00 credit has been reinstated. In addition, we provided you with a $20.00 refund on March 2, 2016. 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]
Initial Business Response /* (1000, 5, 2016/01/04) */
December 29, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 23, 2015, we received your complaint, dated December 22, 2015, filed...
with the Revdex.com.
You said that your father, Mr. [redacted] moved and he was not able to take his DISH Network service with him. You requested to disconnect his account without early termination fees.
When we spoke, I advised you I was unable to find the documents that you sent, but that I had waived Mr. Holly's early termination fees and backdated his disconnection to September 15, 2015.
I submitted a refund totaling $355.18. We will attempt to send Mr. [redacted] refund electronically; however, if his bank does not accept it, I set it up so the refund check would be sent to your address.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (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
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you [redacted] and Dish Network for finally resolving my Dad's account!
Complaint: [redacted]
I am rejecting this response because the customer service is still very poor and Dish only supports its employees. They're not supportive of the customer and our complaints.
Sincerely,
[redacted]
October 11, 2016 Dear Ms. [redacted]: On October 10, 2016, we received your complaint, dated October 9, 2016, filed with the Revdex.com. You stated that your DISH Network TV and dishNET internet services were disconnected. You have received a...
collection notice for the balance owed. You feel that the balance is incorrect and you indicated that you had unresolved service issues with the internet. You want the balance owed to be corrected. When we spoke on October 10, 2016, I agreed to waive your internet early termination fee, as a courtesy, and I made some adjustments for equipment charges. This reduced the account balance to $459.24. I explained that the TV early termination fee is correct and you owe for services received. You accepted this resolution. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because: I asked that I not be called about this bill and you have continued to call me on my cell and at work ( which is illegal if I ask you to stop ) I knew I owed the last bill, but was not going to pay until you got my equipment right.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
July 27, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the...
Revdex.com.
You stated that when you purchased your DISH Network service, you were promised the new customer promotional discount for the 24-month term of your contract. Your monthly bill recently increased and you requested that the discount be restored.
When we spoke on July 24, 2015, I explained that you received our standard advertised new customer promotion. You were provided a programming discount for the first 12 months of service with a 24-month contractual commitment. This was disclosed at the point of sale when your service was established in August 2014. In addition, you received emails confirming the sales, which also included disclosures, at [redacted]@att.net. Also, the term of your promotional discount is provided in your monthly billing statement. We are unable to provide the additional discounts that you requested. You indicated that you intended to pursue your complaint.
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, 2015/07/08) */
July 7, 2015
[redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 1, 2015, we received your complaint, dated June 28, 2015, filed with...
the Revdex.com.
You indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due without your service being interrupted. Your account was established under the Flex 24 lease promotion. This is a Pay-In-Advance (PIA) lease promotion that requires full payment before service are rendered. Accounts are established based on credit qualification and you qualified for a PIA account. We regret that you do not agree with our policy and procedures. Please note, if payment is not made on the due date, service will be interrupted. PIA accounts are not eligible for payment arrangements. I apologize for the information you received and applied a one-time $30.00 courtesy credit to your account.
You mentioned that the correct equipment was not installed. A review of your sales call reveals that you were not informed that you did not qualify for a free Hopper system and you were quoted the prices that included the Hopper system. However, you only qualified only for a PIA account, which included the use of a leased standard-definition receiver with extra charges for additional receivers or upgrades that are due in advance. The sales agent did not advise you of this either.
Because of the information you received during this initial sales call, I released you from your 24-month agreement. Although you are no longer obligated to DISH Network, you may continue your service with no commitment.
I apologize on behalf of DISH Network for the information you received.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all they missed the point of my entire complaint. Grateful for the $30 credit until I got my bill this morning and they actually charged me $30 instead of crediting my account. They also now have changed my bill date to 5 days earlier. It's just total incompetency.
Final Business Response /* (4000, 9, 2015/07/27) */
July 22, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 21, 2015, we received your complaint, dated July 15, 2015, filed with the Revdex.com.
In your initial complaint, you indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due to prevent service interruptionyet the service was interrupted.
As previously advised, this is a Pay-In-Advance (PIA) account and it requires full payment before service is rendered. PIA accounts are not eligible for payment arrangements. I apologized for the information you received.
You stated that the $30.00 credit that was provided appeared as a charge rather than a credit. This was an error that was corrected during a phone call on July 15, 2015. This correction will be reflected on your next billing statement. I sincerely apologize for this oversight.
In addition, you said that your due date has been changed and your payment is now due five days earlier. DISH Network has made a business decision to change to billing due dates by five days for post-pay account. Since this is a PIA account, the change does not currently affect you. Your payment is still due on the 26th of the month. Please note that if payment is not made on the due date, your service will be interrupted.
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]
January 6, 2016Mr. and Mrs. [redacted] and [redacted] [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear...
Mr. and Mrs. [redacted]:On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.You said that you were not told that you needed an internet connection in order to view our On-Demand programming. You requested we provide you with an unlimited internet data plan or that you be released from your contract. When we spoke, I informed you that I reviewed the recording of your sales call and I found that our agent advised you that we don’t recommend that you use streaming services with our internet service. However, I offered to release you from your internet contract at no cost. I also explained that if you would like to cancel your television service, there will be a $99.00 early termination fee. You said that you will consider my offers and call back with your decision. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]cc: Denver / Boulder Revdex.com [redacted] Denver, CO [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] I am NOT satisfied but have spoken with them and explained. I will NEVER acquire their services ever again as I have advised others to do the same. I have friends who have had similar problems and are just as upset but I guess they can just pocket [redacted] us!! Their service is so bad as well as the customer service. They keep BEGGING me to come back!! I guess that is the only way they make money....by making it so noone can get a break for crappy service. They basically say...."Sorry Sucker!!! We got you!!!"
Initial Business Response /* (1000, 4, 2015/05/26) */
May 22, 2015
Ms. [redacted]
Forest Lake, MN XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXXon May 14, 15 and 21, 2015, and I left three messages.
You maintain that you did not agree to a commitment and that your DISH Network service should have been disconnected in April 2014.
This account was established under the Digital Home Advantage (DHA) 24-month agreement. Enclosed is a copy for your review.
A sales confirmation email was sent to [redacted]@yahoo.com on October 8, 2013. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation.
After the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic device used with the tablet may not track as quickly as a pen and the signature may look distorted. We emailed you a copy of the signed agreement on October 11, 2013, to the same email address. The $300.00 early termination fee remains valid.
A review of this account reveals that on April 8, 2014, you agreed to place it in a pause status because you were moving and were unsure of the address.
DISH Network offers a pause option for temporary situations when the service cannot be used. It is not a long-term solution and once the service is restarted, the commitment is extended for the time that it was on pause to fulfill the 24-month commitment. Your nine months of pause expired on January 29, 2015, and notification was sent via an email to [redacted]@yahoo.com. However, as an exception, I removed the $184.18 programming charges from your account.
Since we have not received the receiver and remotes, $248.00 has been charged to your account for unreturned equipment. A return box for the equipment was delivered on May 14, 2015, at 3:22 pm under UPS tracking number 1ZXXXXXFXXXXXXXXXX. Once the equipment is returned, the charges will be removed.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I returned(sent in) the equipment to dish network,and I now that my balance will be Zero amount owed I [redacted] except this complaint to be closed/done
thank you
sincerely
[redacted]
Final Business Response /* (4000, 16, 2015/09/08) */
September 4, 2015
Ms. [redacted]
Monticello, MN XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with the Revdex.com.
You expressed concern that your DISH Network account was referred to the credit reporting agencies. You maintain that if the equipment was returned the debt would be dropped.
As previously advised in my correspondence dated May 22, 2015 (copy enclosed), you were advised that a $300.00 early termination fee was applied to your account and that it remained valid.
Also in that correspondence, you were advised that the equipment fees of $248.00 would be removed once the equipment was returned. The equipment was received on May 26, 2015, and the equipment fees were removed.
Our records do not reveal an agreement to waive the balance. The remaining balance of $308.68 is for the unpaid early termination fee, plus tax.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 27, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no contract and I contacted the business 2 months before I moved. I only used business for 7 months before calling to disconnect and close my account. I was told to return equipment and account would be closed. I am not paying for any termination fee.
Initial Business Response /* (1000, 4, 2015/05/22) */
May 18, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better...
Business Bureau.
You stated that you are having issues with your dishNET internet service. Your Off-peak usage is being deducted from your Anytime usage. You requested that this be resolved.
Our records indicate that you had an email conversation today with Mr. Mark Duffy for our Executive Resolutions Department. He explained to you that Viasat is unable to apply Off-peak usage for our customers. He offered to provide you with a $25.00 credit for 12 months. 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 Consumer Rebuttal /* (3000, 6, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DID NOT acccept this offer!
On May 18, 2015 my response to this offer was:
"While a $25 per month credit might be nice, delivering on what Dish advertises OR pulling the bonus 5Gb advertising come on is preferred...your choice.
Keep the $25/month credit, I want the 'bonus' 5Gb or I want the bait and switch advertising dropped. I believe the FTC would agree."
I have saved all the email correspondence.
IF Dish Network acknowledges Viastat is unable to "apply off peak usage for our customers..." WHY DOES DISH NETWORK CONTINUE TO HAVE THIS PERK IN THEIR ADVERTISING, IF IT CAN NOT BE PROVIDED?
Final Consumer Response /* (4200, 10, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution offered, just a statement indicating "...there was an error with the specific versions of software you were provided by Viastat." If that is the case, just update the software, which is not mentioned.
This is NOT a resolution, just another excuse, one of several I've received over the past year plus.
They indicated we reached a resolution which we have not AND that I accepted a $25.00 per month credit for the next 12 billings...I DID NOT ACCEPT THIS! My response to this offer from Mark Duffy was as follows:
"While a $25 per month credit might be nice, delivering on what Dish advertises OR pulling the bonus 5Gb advertising 'come on' is preferred...your choice.
Keep the $25/month credit, I want the 'bonus' 5Gb or I want the bait and switch advertising dropped. I believe the FTC would agree."
My Dish Network account page still displays a bar graph indicating 5Gb BONUS/OFF PEAK usage and their web site still references this OFF PEAK data availability (2am - 8am). Despite this, DishNetwork does not provide this. If they can not deliver on this, why does it still appear on my account and in their advertising?
It occurred to me their offer of a $25/month credit is basically an admission of guilt.
Final Business Response /* (4000, 12, 2015/06/15) */
June 11, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 5, 2015, we received your rebuttal, dated June 4, 2015, filed with the Revdex.com.
You continue to request reporting on your off-peak 5GB bonus usage. You declined the offer of a $25.00 courtesy credit for 12 months. You continue to claim that you are not receiving the 5GB off-peak bonus as advertised and you feel that our advertising regarding this matter is false and needs to be removed.
When we spoke yesterday, per your suggestion in your rebuttal, you were offered an increase to a 10GB package, and the $25.00 credit for twelve months. You declined this offer.
There is a correction to my previous response: tracking of the off-peak usage is not a software-related issue as previously stated.
Viasat, the 3rd party provider for dishNET internet in your area, does not track/monitor off-peak usage. Your off-peak usage is therefore unrestricted and exceeds the bonus 5GB off-peak offer. As I explained, this has no impact on your 5GB of anytime usage.
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]
March 7, 2016 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You indicated that you are not receiving the monthly rate of $49.00 that was promised. You also stated that you were told you would keep the same channels. Our records reveal that your package was changed from the America’s Top 200 ($79.99) to Latino Plus ($47.99) on February 24, 2016. A monthly credit of $12.00 was applied to your account for ten months, making your monthly rate $45.99 plus tax (includes $5.00 bundle credit). Additionally, HBO and Cinemax were added to your account free for six months. When I spoke with you by phone on March 4, 2016, I offered to change your package back to the America’s Top 200 and apply a credit of $33.00 for ten months. This will total a monthly credit of $45.00 for ten months and make your monthly rate $44.99 plus tax. I also added Starz free for three months. Please be advised that only the monthly credits are guaranteed because our prices are subject to change. Once the credits end, you will be billed the regular monthly rate. You also disputed the monthly fee of $5.00 that was previously applied to your account. Per your promotion, a $5.00 a month no phone line fee is charged to a customer’s DISH Network account for each dual tuner receiver on the account. The fee can be waived on a monthly basis for each receiver that is continuously connected to a landline. This fee was removed from your account on July 14, 2014. Although we do not show that any credits were promised for the phone line fee, a monthly credit of $40.00 was applied toward your service charges for 12 months on July 14, 2014. An additional $10.00 monthly credit was applied to your account for six months on May 22, 2015. 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]
April 10, 2017 *
[redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear Ms. [redacted]: On April 3, 2017, we received your complaint, dated March 31, 2017, filed with the Revdex.com. You expressed concern about your programming and billing after the transfer of your DISH Network account. I attempted to reach you at [redacted] on April 6, 7 and 10, 2017, and I left your three voicemails. I also emailed you at [redacted] In my last message, I advised you that I reviewed your transfer of ownership call and found that you requested and you were set up with our Flex Pack with the Variety Pack. Your current monthly rate is $77.40, but once the account is enrolled in eAutoPay, you will receive a monthly $5.00 credit bringing your rate to $72.40. Please contact us at [redacted] or log in to your myDISH.com account to add eAutoPay. As I explained, the agent with whom you spoke provided the incorrect rate of $66.40 for service with the Renewal Offer. We sincerely regret any inconvenience or confusion this issue may have caused and we appreciate you bringing it to our attention. 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]
Complaint: [redacted]
I am rejecting this response because: I was little upset after the work was completed. I called Mr Scott to let him know what was all done and it seemed like I was bothering him. This was rather rude to me. I also inquired a charge of $50 for a card that I was told they didn't need. I have stuck by Dish with issue that came to me. I love the Hooper and the fact that I don't have record prime time.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The response is not acceptable however ABC programming has been restored in my area - it is still channel 8. Thank you.
Sincerely,
[redacted]
March 14, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 7, 2018, we received your correspondence, dated March 6, 2018, filed with the Revdex.com. You expressed dissatisfaction with your customer service experience. When we spoke today, I thanked you for your feedback and I informed you that your concerns will be investigated internally. I made an exception and removed the balance due for programming of $76.42 from your account. You agreed to return the leased receivers to DISH Network. I also waived the LNBF (eyepiece of the dish) fee. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. 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]
January 11, 2016Ms. [redacted], KY [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On January 4,...
2016, we received your complaint, dated December 31, 2015, filed with the Revdex.com.My attempts to contact you by phone at ([redacted] on January 7, 8 and 11, 2016, were unsuccessful; however, I left three messages. You indicated that you have not received the $200.00 gift card you were promised with your DISH Network service. A review of the sales call recording found that the offer code ([redacted]) that you initially provided was applied to your account. The agent advised you that this offer was a referral, not a gift card, and it would provide you with a monthly account credit of $5.00 for ten months. When you called back the same day, you provided offer code ** for a $200.00 gift card. Please note that since only one offer code is allowed on an account, the initial service order would have had to be canceled and a new order with the appropriate offer code would have had to be established. However, the second representative did not add the second offer code. I apologize for this oversight. Our records reveal that you contacted us on January 1, 2016, via email regarding this matter. At that time you accepted the representative’s offer to apply a monthly credit of $25.00 to your account for the next ten months. However, since your desired resolution is to be provided with the $200.00 gift card, the account credit offer will not apply. I submitted a request for the $200.00 gift card to be issued. Please allow six to eight weeks for processing. We strive to provide excellent service and regret that your experience was unfavorable.If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
May 2, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On April 29, 2016, we received your complaint, dated April 28, 2016, filed with the Revdex.com. You disputed the early termination fee associated with Ms. Sarah Harp’s DISH Network account. You indicated that you experienced technical issues. When we spoke, you stated that your signal issues were weather-related or due to foliage blocking the signal. I explained that, as weather conditions are out of DISH Network’s control, our Digital Home Advantage (DHA) Plan Agreement provides for weather related outages. Likewise, DISH Network has no control over foliage growing in front of the dish. As such, we are unable to waive your early termination fee for this issue. Enclosed is a copy of the DHA for the account for your 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
March 26, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 19, 2018, we received your complaint, dated March 16, 2018, filed with the Revdex.com. You stated that after contacting DISH Network and speaking with me, you were told that you would receive an adjusted bill and you would not be charged for the return of the antenna. You said you did not receive the adjusted bill but you were aware that you had to pay for the return of the antenna, so you paid a neighbor to retrieve it. You maintain that you were told this would not affect your credit, but you received a letter stating your credit report would be updated. My attempts to contact you by phone at ([redacted] on March 20, 22 and 23, 2018, were unsuccessful, but I left you three messages. I regret that the letter you received caused you concern. The letter explained that your bill was adjusted for the antenna, as the charge had already been added by the time we spoke. I advised you of this during the phone call, as well. I would have been happy to resend the adjusted bill if I had been aware you had not received it. The letter you received informed you that we would remove the charges from our credit files once you made a final payment, and that if it was sent to collections or the credit bureau, I would have it removed. The letter is enclosed. This has since been done. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 2, 2016, we received your complaint, dated March 1, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 2, 3 and 4, 2016, have been unsuccessful; however, I was able to leave two voice messages. You expressed concern that you lost a $10.00 credit we were providing you for signing up for AutoPay. You were told it would be reinstated and that you will receive a refund for the months you didn’t receive the credit. Our records reflect that the $10.00 credit has been reinstated. In addition, we provided you with a $20.00 refund on March 2, 2016. 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]
Initial Business Response /* (1000, 5, 2016/01/04) */
December 29, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 23, 2015, we received your complaint, dated December 22, 2015, filed...
with the Revdex.com.
You said that your father, Mr. [redacted] moved and he was not able to take his DISH Network service with him. You requested to disconnect his account without early termination fees.
When we spoke, I advised you I was unable to find the documents that you sent, but that I had waived Mr. Holly's early termination fees and backdated his disconnection to September 15, 2015.
I submitted a refund totaling $355.18. We will attempt to send Mr. [redacted] refund electronically; however, if his bank does not accept it, I set it up so the refund check would be sent to your address.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (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
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you [redacted] and Dish Network for finally resolving my Dad's account!
Complaint: [redacted]
I am rejecting this response because the customer service is still very poor and Dish only supports its employees. They're not supportive of the customer and our complaints.
Sincerely,
[redacted]
October 11, 2016 Dear Ms. [redacted]: On October 10, 2016, we received your complaint, dated October 9, 2016, filed with the Revdex.com. You stated that your DISH Network TV and dishNET internet services were disconnected. You have received a...
collection notice for the balance owed. You feel that the balance is incorrect and you indicated that you had unresolved service issues with the internet. You want the balance owed to be corrected. When we spoke on October 10, 2016, I agreed to waive your internet early termination fee, as a courtesy, and I made some adjustments for equipment charges. This reduced the account balance to $459.24. I explained that the TV early termination fee is correct and you owe for services received. You accepted this resolution. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because: I asked that I not be called about this bill and you have continued to call me on my cell and at work ( which is illegal if I ask you to stop ) I knew I owed the last bill, but was not going to pay until you got my equipment right.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/12) */
July 27, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On July 23, 2015, we received your complaint, dated July 22, 2015, filed with the...
Revdex.com.
You stated that when you purchased your DISH Network service, you were promised the new customer promotional discount for the 24-month term of your contract. Your monthly bill recently increased and you requested that the discount be restored.
When we spoke on July 24, 2015, I explained that you received our standard advertised new customer promotion. You were provided a programming discount for the first 12 months of service with a 24-month contractual commitment. This was disclosed at the point of sale when your service was established in August 2014. In addition, you received emails confirming the sales, which also included disclosures, at [redacted]@att.net. Also, the term of your promotional discount is provided in your monthly billing statement. We are unable to provide the additional discounts that you requested. You indicated that you intended to pursue your complaint.
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, 2015/07/08) */
July 7, 2015
[redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 1, 2015, we received your complaint, dated June 28, 2015, filed with...
the Revdex.com.
You indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due without your service being interrupted. Your account was established under the Flex 24 lease promotion. This is a Pay-In-Advance (PIA) lease promotion that requires full payment before service are rendered. Accounts are established based on credit qualification and you qualified for a PIA account. We regret that you do not agree with our policy and procedures. Please note, if payment is not made on the due date, service will be interrupted. PIA accounts are not eligible for payment arrangements. I apologize for the information you received and applied a one-time $30.00 courtesy credit to your account.
You mentioned that the correct equipment was not installed. A review of your sales call reveals that you were not informed that you did not qualify for a free Hopper system and you were quoted the prices that included the Hopper system. However, you only qualified only for a PIA account, which included the use of a leased standard-definition receiver with extra charges for additional receivers or upgrades that are due in advance. The sales agent did not advise you of this either.
Because of the information you received during this initial sales call, I released you from your 24-month agreement. Although you are no longer obligated to DISH Network, you may continue your service with no commitment.
I apologize on behalf of DISH Network for the information you received.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all they missed the point of my entire complaint. Grateful for the $30 credit until I got my bill this morning and they actually charged me $30 instead of crediting my account. They also now have changed my bill date to 5 days earlier. It's just total incompetency.
Final Business Response /* (4000, 9, 2015/07/27) */
July 22, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 21, 2015, we received your complaint, dated July 15, 2015, filed with the Revdex.com.
In your initial complaint, you indicated that your service was interrupted after a customer service representative told you that you could pay half the amount due to prevent service interruptionyet the service was interrupted.
As previously advised, this is a Pay-In-Advance (PIA) account and it requires full payment before service is rendered. PIA accounts are not eligible for payment arrangements. I apologized for the information you received.
You stated that the $30.00 credit that was provided appeared as a charge rather than a credit. This was an error that was corrected during a phone call on July 15, 2015. This correction will be reflected on your next billing statement. I sincerely apologize for this oversight.
In addition, you said that your due date has been changed and your payment is now due five days earlier. DISH Network has made a business decision to change to billing due dates by five days for post-pay account. Since this is a PIA account, the change does not currently affect you. Your payment is still due on the 26th of the month. Please note that if payment is not made on the due date, your service will be interrupted.
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]
January 6, 2016Mr. and Mrs. [redacted] and [redacted] [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear...
Mr. and Mrs. [redacted]:On January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.You said that you were not told that you needed an internet connection in order to view our On-Demand programming. You requested we provide you with an unlimited internet data plan or that you be released from your contract. When we spoke, I informed you that I reviewed the recording of your sales call and I found that our agent advised you that we don’t recommend that you use streaming services with our internet service. However, I offered to release you from your internet contract at no cost. I also explained that if you would like to cancel your television service, there will be a $99.00 early termination fee. You said that you will consider my offers and call back with your decision. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]cc: Denver / Boulder Revdex.com [redacted] Denver, CO [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] I am NOT satisfied but have spoken with them and explained. I will NEVER acquire their services ever again as I have advised others to do the same. I have friends who have had similar problems and are just as upset but I guess they can just pocket [redacted] us!! Their service is so bad as well as the customer service. They keep BEGGING me to come back!! I guess that is the only way they make money....by making it so noone can get a break for crappy service. They basically say...."Sorry Sucker!!! We got you!!!"
Initial Business Response /* (1000, 4, 2015/05/26) */
May 22, 2015
Ms. [redacted]
Forest Lake, MN XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed...
with the Revdex.com.
I unsuccessfully attempted to contact you at (XXX) XXX-XXXXon May 14, 15 and 21, 2015, and I left three messages.
You maintain that you did not agree to a commitment and that your DISH Network service should have been disconnected in April 2014.
This account was established under the Digital Home Advantage (DHA) 24-month agreement. Enclosed is a copy for your review.
A sales confirmation email was sent to [redacted]@yahoo.com on October 8, 2013. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation.
After the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic device used with the tablet may not track as quickly as a pen and the signature may look distorted. We emailed you a copy of the signed agreement on October 11, 2013, to the same email address. The $300.00 early termination fee remains valid.
A review of this account reveals that on April 8, 2014, you agreed to place it in a pause status because you were moving and were unsure of the address.
DISH Network offers a pause option for temporary situations when the service cannot be used. It is not a long-term solution and once the service is restarted, the commitment is extended for the time that it was on pause to fulfill the 24-month commitment. Your nine months of pause expired on January 29, 2015, and notification was sent via an email to [redacted]@yahoo.com. However, as an exception, I removed the $184.18 programming charges from your account.
Since we have not received the receiver and remotes, $248.00 has been charged to your account for unreturned equipment. A return box for the equipment was delivered on May 14, 2015, at 3:22 pm under UPS tracking number 1ZXXXXXFXXXXXXXXXX. Once the equipment is returned, the charges will be removed.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I returned(sent in) the equipment to dish network,and I now that my balance will be Zero amount owed I [redacted] except this complaint to be closed/done
thank you
sincerely
[redacted]
Final Business Response /* (4000, 16, 2015/09/08) */
September 4, 2015
Ms. [redacted]
Monticello, MN XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 27, 2015, filed with the Revdex.com.
You expressed concern that your DISH Network account was referred to the credit reporting agencies. You maintain that if the equipment was returned the debt would be dropped.
As previously advised in my correspondence dated May 22, 2015 (copy enclosed), you were advised that a $300.00 early termination fee was applied to your account and that it remained valid.
Also in that correspondence, you were advised that the equipment fees of $248.00 would be removed once the equipment was returned. The equipment was received on May 26, 2015, and the equipment fees were removed.
Our records do not reveal an agreement to waive the balance. The remaining balance of $308.68 is for the unpaid early termination fee, plus tax.
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
Enclosures (2)
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 27, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no contract and I contacted the business 2 months before I moved. I only used business for 7 months before calling to disconnect and close my account. I was told to return equipment and account would be closed. I am not paying for any termination fee.
Initial Business Response /* (1000, 4, 2015/05/22) */
May 18, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better...
Business Bureau.
You stated that you are having issues with your dishNET internet service. Your Off-peak usage is being deducted from your Anytime usage. You requested that this be resolved.
Our records indicate that you had an email conversation today with Mr. Mark Duffy for our Executive Resolutions Department. He explained to you that Viasat is unable to apply Off-peak usage for our customers. He offered to provide you with a $25.00 credit for 12 months. 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 Consumer Rebuttal /* (3000, 6, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I DID NOT acccept this offer!
On May 18, 2015 my response to this offer was:
"While a $25 per month credit might be nice, delivering on what Dish advertises OR pulling the bonus 5Gb advertising come on is preferred...your choice.
Keep the $25/month credit, I want the 'bonus' 5Gb or I want the bait and switch advertising dropped. I believe the FTC would agree."
I have saved all the email correspondence.
IF Dish Network acknowledges Viastat is unable to "apply off peak usage for our customers..." WHY DOES DISH NETWORK CONTINUE TO HAVE THIS PERK IN THEIR ADVERTISING, IF IT CAN NOT BE PROVIDED?
Final Consumer Response /* (4200, 10, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no resolution offered, just a statement indicating "...there was an error with the specific versions of software you were provided by Viastat." If that is the case, just update the software, which is not mentioned.
This is NOT a resolution, just another excuse, one of several I've received over the past year plus.
They indicated we reached a resolution which we have not AND that I accepted a $25.00 per month credit for the next 12 billings...I DID NOT ACCEPT THIS! My response to this offer from Mark Duffy was as follows:
"While a $25 per month credit might be nice, delivering on what Dish advertises OR pulling the bonus 5Gb advertising 'come on' is preferred...your choice.
Keep the $25/month credit, I want the 'bonus' 5Gb or I want the bait and switch advertising dropped. I believe the FTC would agree."
My Dish Network account page still displays a bar graph indicating 5Gb BONUS/OFF PEAK usage and their web site still references this OFF PEAK data availability (2am - 8am). Despite this, DishNetwork does not provide this. If they can not deliver on this, why does it still appear on my account and in their advertising?
It occurred to me their offer of a $25/month credit is basically an admission of guilt.
Final Business Response /* (4000, 12, 2015/06/15) */
June 11, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 5, 2015, we received your rebuttal, dated June 4, 2015, filed with the Revdex.com.
You continue to request reporting on your off-peak 5GB bonus usage. You declined the offer of a $25.00 courtesy credit for 12 months. You continue to claim that you are not receiving the 5GB off-peak bonus as advertised and you feel that our advertising regarding this matter is false and needs to be removed.
When we spoke yesterday, per your suggestion in your rebuttal, you were offered an increase to a 10GB package, and the $25.00 credit for twelve months. You declined this offer.
There is a correction to my previous response: tracking of the off-peak usage is not a software-related issue as previously stated.
Viasat, the 3rd party provider for dishNET internet in your area, does not track/monitor off-peak usage. Your off-peak usage is therefore unrestricted and exceeds the bonus 5GB off-peak offer. As I explained, this has no impact on your 5GB of anytime usage.
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]