Complaint: [redacted]
I am rejecting this response because: I submitted the documents on 26 January. I have contacted Ms. A[redacted] again about the documents. Hopefully this will be resolved soon.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On March 7, 2018, we received your complaint, dated March 6, 2018, filed with the Revdex.com. You expressed concern with the reporting of this account to the credit bureaus. You maintain that the account belonged to your son and the balance was paid. You also stated that you requested documentation showing where you agreed to open the account in your name, but your request was not honored. Furthermore, you mentioned that your son’s name is also showing on your current DISH Network account. Our records show that this account was established on August 15, 2007, through AEI, an independent company. Although the service may have been used by your son, the account was established with your personal information. Since the service was not established directly through DISH Network, we have no record of the original paperwork or information that was provided. When the service was disconnected, it had an unpaid balance of $189.83. As the balance was paid after it was reported to a collection agency, the information was only updated to show as “paid”. When I spoke with you by phone on March 12, 2018, I advised you that I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. A review of your current DISH Network account shows that your son is listed as the joint account holder. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...October 27, 2016 Dear Ms. [redacted]: On October 20, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com. You indicated that you rejected my previous response and you maintain that you made multiple requests to change the due date that were not honored. A review of our records reveals that while you made a few requests for payment extensions, there were no other requests for a due date change. As I previously stated, we first received a request to change your billing date to the 23rd on August 23, 2016. Due to system limitations, we require two monthly billing cycles before the billing date change is fully processed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 7:00 am-3:30 pm MST, MON-FRI###-###-####
Dish has placed 2 Hard Inquiries on my credit file. I would like them to produce my credit score and my credit report showing my credit score lower than 580 which was basis of them trying to charge me $50 for Hopper 3 in first chat and then $25 in the second chat. This is nothing but "Bait...
& Switch" business practice. Since I already have inquiries on my report placed by DISH, it should not only have them removed ASAP but compensate me somehow for committing fraud and accessing my credit file under false pretense and deceptive business model.
(The consumer indicated he/she DID NOT accept the response from the business.)
I just received a bill for $277 I guess this is my "final bill" so now I wonder why it is this much.
Part of this bill is for services in December. The services were disconnected in November so I didn't even have access in December.
Also, when I obtained the Hopper and the Joey's I paid close to $300 for them (in advance) and were told they were MINE since I paid that much for them.
So why is my bill $277
March 3, 2016 Mr. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On March 3, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.com. You indicated that you recently experienced some billing and payment problems with your DISH Network service. Additionally, you are not receiving the pricing and programming you were offered. You requested that these matters be corrected. When we spoke today we reviewed your billing, pricing and programming. I made the necessary corrections to your billing and restored your promotional programming offers that had expired. Additionally, we reviewed your payment processing concerns. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I have not receive the funds yet. I'm waiting patiently the funds to be returned on my credit card or send me a check. I think the credit card has been changed. Thank you Revdex.com for helping me resolve this issue.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/13) */
October 8, 2015
Mr. [redacted]
32081 Anna Marie Lane
Bonsall, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 1, 2015, we received your complaint, dated September...
30, 2015, filed with the Revdex.com.
You stated that you recently purchased dishNET satellite internet service. When you purchased the service you were told that your service would be throttled down to 1.5 MBPS when you exceeded your data cap for the month. You experienced lower speeds than you were promised when this occurred. You requested that this be corrected so you receive the speed that you were promised when you purchased your service.
We have reviewed your sales call and our records indicate that incorrect information was provided regarding the speed that you could expect after you exceeded your monthly limits. This matter has been addressed internally.
When we spoke on October 7, 2015, I agreed to provide you a monthly $10.00 credit for the 24-month term of your internet contract. You accepted this resolution. I have enclosed a copy of the dishNET Fair Access Policy for your review.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You expressed concern with an offer made to you by DISH Network and our requests that you refrain from making excessive contact or demands to our Customer Service...
Department. Over the past 18 months (beginning in June 2014), DISH Network has provided you with account credits totaling $1,031.72. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. DISH Network strives to provide the best value and service, and your repeated contact with our Customer Service Department negatively impacts our ability to provide best-in-class customer service to all of our customers. We are willing to offer you 30% off your core programming costs for the next five years. As a condition of this offer, we ask that you limit all unnecessary contact with our Customer Service Department. While live agents will always be here for you if you experience technical issues, we ask that do not call DISH Network more than one time per month for non-technical reasons. Your account does not qualify for any additional offers or discounts. If repeated contact to our Customer Service Department continues, your service will be disconnected. If you would like to accept this five-year discount offer or if you have 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, 6:30 am – 3:00 pm MDT ###-###-####
[redacted] Dear Ms. [redacted]: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com. You stated that your DISH Network account was disconnected with a $1,127.23 balance owed. This account was sent to a collection agency and on January 29, 2016, you agreed to settle the account with a $338.71 payment. You recently received a new collection notice from a different agency requesting payment for the remaining $788.52 balance. You requested that the balance be cleared and removed from collections as you were promised when you paid the settlement you were offered. When we spoke on January 12, 2017, I offered to address your concerns with our collection department. I received confirmation today that they resolved the remaining $788.52 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 7, 2016, we received your complaint, dated April 6, 2016, filed with the Revdex.com. You said that you had not received your refund. I attempted to reach you at [redacted] on April 11, 12 and 13, 2016, and I left you three voicemails. I also received your message but, unfortunately, our schedules kept us from speaking. As I advised you in my last message, your refund was submitted but it wasn’t processed due to a system issue. I resubmitted your refund and I will monitor your account to ensure it is sent as soon as possible. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
[redacted] Dear Mrs. [redacted]: On August 1, 2016, we received your correspondence, dated July 27, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company (owner of WTKR and WGNT) takedown. You also disputed the early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected our proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. As a courtesy, we previously provided you with a free over-the-air antenna and a monthly $5.00 credit for six months. You are participating in the Digital Home Advantage (DHA) and DISH’n It Up promotions with separate 24-month commitments. We disclose in our agreements that we reserve the right to change or remove programming at any time. I enclosed your signed agreements for your records. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 10, 2015/07/02) */
June 30, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with the...
Revdex.com.
Your service was interrupted for non-payment. You contacted DISH Network and requested credit for the time that you were without service. You were denied a credit and you asked that your request be honored.
When we spoke today, we reviewed your account and discussed options to assist you with your monthly bill. I agreed to provide you a $75.00 credit that I applied to your past-due balance. 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]
Complaint Response Date bumped because: Holiday
[redacted] Dear Ms. [redacted]: On January 11, 2017, we received your correspondence, dated January 10, 2017, filed with the Revdex.com. You requested that DISH Network remove low-hanging cables from your yard. I reported this matter to the local installation office. On January 12, 2017, a Field Service Manager removed the DISH Network cable attached to your home. However, the technician found that the additional cables hanging from the pole in the alley belong to [redacted]. When we spoke today, you confirmed that the technician fixed the DISH Network cable and you said that you called [redacted] regarding their cables. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/16) */
December 14, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 1, 2015, filed...
with the Revdex.com.
You indicated that the limited data available for your internet service is being used up too quickly. You expressed concern that we do not have an application that identifies specifically how the data is distributed. You requested to be released from your 24-month agreement to internet service.
DISH Network uses multiple providers and not all of these are able to identify each packet of information and categorize it. We apologize for the inconvenience. As an exception, I released you from your 24-month agreement to internet service.
You will need to contact us if you choose to disconnect the internet service. You will not be charged an early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Mr. [redacted]: On February 22, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You maintain that you never received a modem from DISH Network. You said that you purchased your modem from [redacted] and that is what you have used with the internet service. You requested that the leased modem be removed from your account, and a credit for the lease fees that you have been charged. A review of your account reveals that DISH Network shipped you a dishNET modem via UPS when you ordered the TV and internet service. When we spoke, I advised you that I made an exception and removed the modem from your account and applied a credit to reverse the modem lease fees. I submitted a request to refund you $240.00. Please allow five to seven days for processing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
August 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On August 5, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You indicated that you were provided false information and that my response stated differently. You requested to be released from both the TV and the internet and phone commitment because of this. Your previous complaint did not mention your concerns regarding access to our internet service through CenturyLink, which was your previous provider. Therefore, I did not mentioned it in my response. When I spoke with you by telephone today, I informed you that I have released you from both 24-month commitments. I also advised you that you are paid to September 3, 2016, and to contact me if you decide to disconnect your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted] Dear [redacted]: On May 9, 2017, we received your complaint, dated May 8, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 17, 18 and 19, 2017, and I left three messages. I also sent an email to [redacted] with a request to contact me. You indicated that you disconnected your service because your price increased after one year of service when you had a two-year contract. You disputed the $371.29 balance and indicated that you experienced technical issues. Your account was initiated through Satellite Sales and Service under the Digital Home Advantage 24-month agreement, which includes an early termination fee if the commitment was not fulfilled. You also took advantage of the 12-month introductory offer which provided you with a monthly $50.00 monthly discount for the first year of service. After the first year, you began to be billed the regular price. Satellite Sales and Service informed us that they did not offer you a two-year price guarantee. They also have no record of you contacting them with any technical issues. We also have no record of technical issues being reported. Nonetheless, as an exception I removed the $220.00 early termination fee and the $10.00 equipment return fee from your account. The remaining balance of $115.43 is for unpaid service rendered. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You indicated that you did not receive the channels that you expected and as a result, you had to upgrade your programming package. You requested information for the return of the equipment. When I spoke with you by telephone today, you stated that you did not have time to talk as you were on your way to work and you would call me back. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (enclosed). A review of your sales call reveals that specific programming was not discussed. You were advised of the 24-month agreement and early termination fee. Therefore, the 24-month commitment and early termination fee remain valid. Since the service was interrupted on January 12, 2016, due to non-payment, all charges from that day forward were reversed. The remaining balance due is $370.31, which includes the $280.00 early termination fee. To avoid unreturned equipment fees, please return the receivers and remotes in the allotted time-frame. Boxes for the return of the receivers and remotes were delivered on January 19, 2016, at 5:35 pm under UPS tracking number 1Z40388F[redacted]1. Please 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]: On January 19, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.com. You said that DISH Network debited your credit card account without your permission. You said that you allowed your brother in-law to use it to make a one-time...
payment. You requested a refund. When we spoke, I advised you that your credit card account information was provided to us to qualify for Mr. [redacted]’s account. I reviewed the sales call and found that your permission was obtained to use this information. Therefore, we consider the charges to be accurate. However, I advised you that a refund of $248.00 will be provided once the leased equipment has been received. You agreed to call me once the equipment has shipped, so I can start the refund process. I also offered to reduce the early termination fee from $400.00 to $99.00, and you agreed. I informed you that I will be providing you with a refund of $301.00 within the next three business days. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because: I submitted the documents on 26 January. I have contacted Ms. A[redacted] again about the documents. Hopefully this will be resolved soon.
Sincerely,
[redacted]
March 13, 2018 Ms. [redacted] . [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 7, 2018, we received your complaint, dated March 6, 2018, filed with the Revdex.com. You expressed concern with the reporting of this account to the credit bureaus. You maintain that the account belonged to your son and the balance was paid. You also stated that you requested documentation showing where you agreed to open the account in your name, but your request was not honored. Furthermore, you mentioned that your son’s name is also showing on your current DISH Network account. Our records show that this account was established on August 15, 2007, through AEI, an independent company. Although the service may have been used by your son, the account was established with your personal information. Since the service was not established directly through DISH Network, we have no record of the original paperwork or information that was provided. When the service was disconnected, it had an unpaid balance of $189.83. As the balance was paid after it was reported to a collection agency, the information was only updated to show as “paid”. When I spoke with you by phone on March 12, 2018, I advised you that I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. A review of your current DISH Network account shows that your son is listed as the joint account holder. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Tell us why here...October 27, 2016 Dear Ms. [redacted]: On October 20, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com. You indicated that you rejected my previous response and you maintain that you made multiple requests to change the due date that were not honored. A review of our records reveals that while you made a few requests for payment extensions, there were no other requests for a due date change. As I previously stated, we first received a request to change your billing date to the 23rd on August 23, 2016. Due to system limitations, we require two monthly billing cycles before the billing date change is fully processed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 7:00 am-3:30 pm MST, MON-FRI###-###-####
Dish has placed 2 Hard Inquiries on my credit file. I would like them to produce my credit score and my credit report showing my credit score lower than 580 which was basis of them trying to charge me $50 for Hopper 3 in first chat and then $25 in the second chat. This is nothing but "Bait...
& Switch" business practice. Since I already have inquiries on my report placed by DISH, it should not only have them removed ASAP but compensate me somehow for committing fraud and accessing my credit file under false pretense and deceptive business model.
(The consumer indicated he/she DID NOT accept the response from the business.)
I just received a bill for $277 I guess this is my "final bill" so now I wonder why it is this much.
Part of this bill is for services in December. The services were disconnected in November so I didn't even have access in December.
Also, when I obtained the Hopper and the Joey's I paid close to $300 for them (in advance) and were told they were MINE since I paid that much for them.
So why is my bill $277
March 3, 2016 Mr. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On March 3, 2016, we received your complaint, dated March 3, 2016, filed with the Revdex.com. You indicated that you recently experienced some billing and payment problems with your DISH Network service. Additionally, you are not receiving the pricing and programming you were offered. You requested that these matters be corrected. When we spoke today we reviewed your billing, pricing and programming. I made the necessary corrections to your billing and restored your promotional programming offers that had expired. Additionally, we reviewed your payment processing concerns. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I have not receive the funds yet. I'm waiting patiently the funds to be returned on my credit card or send me a check. I think the credit card has been changed. Thank you Revdex.com for helping me resolve this issue.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/13) */
October 8, 2015
Mr. [redacted]
32081 Anna Marie Lane
Bonsall, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 1, 2015, we received your complaint, dated September...
30, 2015, filed with the Revdex.com.
You stated that you recently purchased dishNET satellite internet service. When you purchased the service you were told that your service would be throttled down to 1.5 MBPS when you exceeded your data cap for the month. You experienced lower speeds than you were promised when this occurred. You requested that this be corrected so you receive the speed that you were promised when you purchased your service.
We have reviewed your sales call and our records indicate that incorrect information was provided regarding the speed that you could expect after you exceeded your monthly limits. This matter has been addressed internally.
When we spoke on October 7, 2015, I agreed to provide you a monthly $10.00 credit for the 24-month term of your internet contract. You accepted this resolution. I have enclosed a copy of the dishNET Fair Access Policy for your review.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You expressed concern with an offer made to you by DISH Network and our requests that you refrain from making excessive contact or demands to our Customer Service...
Department. Over the past 18 months (beginning in June 2014), DISH Network has provided you with account credits totaling $1,031.72. As a result, your account has been identified due to the repeated and excessive requests for service credits or discounts. DISH Network strives to provide the best value and service, and your repeated contact with our Customer Service Department negatively impacts our ability to provide best-in-class customer service to all of our customers. We are willing to offer you 30% off your core programming costs for the next five years. As a condition of this offer, we ask that you limit all unnecessary contact with our Customer Service Department. While live agents will always be here for you if you experience technical issues, we ask that do not call DISH Network more than one time per month for non-technical reasons. Your account does not qualify for any additional offers or discounts. If repeated contact to our Customer Service Department continues, your service will be disconnected. If you would like to accept this five-year discount offer or if you have 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, 6:30 am – 3:00 pm MDT ###-###-####
January 16, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On January 11, 2017, we received your complaint, dated January 10, 2017, filed with the Revdex.com. You stated that your DISH Network account was disconnected with a $1,127.23 balance owed. This account was sent to a collection agency and on January 29, 2016, you agreed to settle the account with a $338.71 payment. You recently received a new collection notice from a different agency requesting payment for the remaining $788.52 balance. You requested that the balance be cleared and removed from collections as you were promised when you paid the settlement you were offered. When we spoke on January 12, 2017, I offered to address your concerns with our collection department. I received confirmation today that they resolved the remaining $788.52 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
April 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 7, 2016, we received your complaint, dated April 6, 2016, filed with the Revdex.com. You said that you had not received your refund. I attempted to reach you at [redacted] on April 11, 12 and 13, 2016, and I left you three voicemails. I also received your message but, unfortunately, our schedules kept us from speaking. As I advised you in my last message, your refund was submitted but it wasn’t processed due to a system issue. I resubmitted your refund and I will monitor your account to ensure it is sent as soon as possible. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted]
August 3, 2016 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On August 1, 2016, we received your correspondence, dated July 27, 2016, filed with the Revdex.com. You expressed concern with the Tribune Broadcasting Company (owner of WTKR and WGNT) takedown. You also disputed the early termination fee. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune, which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected our proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. As a courtesy, we previously provided you with a free over-the-air antenna and a monthly $5.00 credit for six months. You are participating in the Digital Home Advantage (DHA) and DISH’n It Up promotions with separate 24-month commitments. We disclose in our agreements that we reserve the right to change or remove programming at any time. I enclosed your signed agreements for your records. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
Initial Business Response /* (1000, 10, 2015/07/02) */
June 30, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 29, 2015, we received your correspondence, dated June 26, 2015, filed with the...
Revdex.com.
Your service was interrupted for non-payment. You contacted DISH Network and requested credit for the time that you were without service. You were denied a credit and you asked that your request be honored.
When we spoke today, we reviewed your account and discussed options to assist you with your monthly bill. I agreed to provide you a $75.00 credit that I applied to your past-due balance. 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]
Complaint Response Date bumped because: Holiday
January 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On January 11, 2017, we received your correspondence, dated January 10, 2017, filed with the Revdex.com. You requested that DISH Network remove low-hanging cables from your yard. I reported this matter to the local installation office. On January 12, 2017, a Field Service Manager removed the DISH Network cable attached to your home. However, the technician found that the additional cables hanging from the pole in the alley belong to [redacted]. When we spoke today, you confirmed that the technician fixed the DISH Network cable and you said that you called [redacted] regarding their cables. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/12/16) */
December 14, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 4, 2015, we received your complaint, dated December 1, 2015, filed...
with the Revdex.com.
You indicated that the limited data available for your internet service is being used up too quickly. You expressed concern that we do not have an application that identifies specifically how the data is distributed. You requested to be released from your 24-month agreement to internet service.
DISH Network uses multiple providers and not all of these are able to identify each packet of information and categorize it. We apologize for the inconvenience. As an exception, I released you from your 24-month agreement to internet service.
You will need to contact us if you choose to disconnect the internet service. You will not be charged an early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Mr. [redacted]: On February 22, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. You maintain that you never received a modem from DISH Network. You said that you purchased your modem from [redacted] and that is what you have used with the internet service. You requested that the leased modem be removed from your account, and a credit for the lease fees that you have been charged. A review of your account reveals that DISH Network shipped you a dishNET modem via UPS when you ordered the TV and internet service. When we spoke, I advised you that I made an exception and removed the modem from your account and applied a credit to reverse the modem lease fees. I submitted a request to refund you $240.00. Please allow five to seven days for processing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
August 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On August 5, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You indicated that you were provided false information and that my response stated differently. You requested to be released from both the TV and the internet and phone commitment because of this. Your previous complaint did not mention your concerns regarding access to our internet service through CenturyLink, which was your previous provider. Therefore, I did not mentioned it in my response. When I spoke with you by telephone today, I informed you that I have released you from both 24-month commitments. I also advised you that you are paid to September 3, 2016, and to contact me if you decide to disconnect your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
May 19, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 9, 2017, we received your complaint, dated May 8, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 17, 18 and 19, 2017, and I left three messages. I also sent an email to [redacted] with a request to contact me. You indicated that you disconnected your service because your price increased after one year of service when you had a two-year contract. You disputed the $371.29 balance and indicated that you experienced technical issues. Your account was initiated through Satellite Sales and Service under the Digital Home Advantage 24-month agreement, which includes an early termination fee if the commitment was not fulfilled. You also took advantage of the 12-month introductory offer which provided you with a monthly $50.00 monthly discount for the first year of service. After the first year, you began to be billed the regular price. Satellite Sales and Service informed us that they did not offer you a two-year price guarantee. They also have no record of you contacting them with any technical issues. We also have no record of technical issues being reported. Nonetheless, as an exception I removed the $220.00 early termination fee and the $10.00 equipment return fee from your account. The remaining balance of $115.43 is for unpaid service rendered. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
*
*
*
[redacted]
*
[redacted] [redacted]
...
[redacted] Dear Ms. [redacted]: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com. You indicated that you did not receive the channels that you expected and as a result, you had to upgrade your programming package. You requested information for the return of the equipment. When I spoke with you by telephone today, you stated that you did not have time to talk as you were on your way to work and you would call me back. This account was activated under the Digital Home Advantage (DHA) 24-month agreement (enclosed). A review of your sales call reveals that specific programming was not discussed. You were advised of the 24-month agreement and early termination fee. Therefore, the 24-month commitment and early termination fee remain valid. Since the service was interrupted on January 12, 2016, due to non-payment, all charges from that day forward were reversed. The remaining balance due is $370.31, which includes the $280.00 early termination fee. To avoid unreturned equipment fees, please return the receivers and remotes in the allotted time-frame. Boxes for the return of the receivers and remotes were delivered on January 19, 2016, at 5:35 pm under UPS tracking number 1Z40388F[redacted]1. Please 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]: On January 19, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.com. You said that DISH Network debited your credit card account without your permission. You said that you allowed your brother in-law to use it to make a one-time...
payment. You requested a refund. When we spoke, I advised you that your credit card account information was provided to us to qualify for Mr. [redacted]’s account. I reviewed the sales call and found that your permission was obtained to use this information. Therefore, we consider the charges to be accurate. However, I advised you that a refund of $248.00 will be provided once the leased equipment has been received. You agreed to call me once the equipment has shipped, so I can start the refund process. I also offered to reduce the early termination fee from $400.00 to $99.00, and you agreed. I informed you that I will be providing you with a refund of $301.00 within the next three business days. 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 ###-###-####