Initial Business Response /* (1000, 4, 2015/05/13) */
May 12, 2015
[redacted]
[redacted]
[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...
Revdex.com.
You said DISH Network signed you up for service that did not work for you. You requested a refund of all payments made.
I attempted to reach you at (XXX) XXX-XXXX on May 8, 11, and 12, 2015, and I left three voicemails.
In my last message, I advised you that our records indicate that you contacted us concerning dishNET internet service not providing you with streaming capabilities. Please note that our satellite internet disclosures provide that the service is not intended for streaming or online gaming due to data restrictions. As such, we are unable to provide you with a refund. However, I made an exception and waived your internet 24-month commitment so you may seek service that better suits your needs.
Please note that DISH Network did not sign you up for this service, as the installation of internet equipment was requested.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I was not told this when I signed up!
Final Business Response /* (4000, 12, 2015/05/27) */
May 26, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 20, 2015, we received your complaint, dated May 19, 2015, filed with the Revdex.com.
You maintain that you were advised that dishNET internet service would work in your area.
Our records indicate that the service works in your area; however, you reported issues with streaming. As you were advised during your sales call, dishNET satellite internet is not intended for streaming due to data caps. As you were made aware of this prior to initiating your account and chose to continue setting up one, we are unable to provide you with compensation or refunds.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (3000, 17, 2015/10/28) */
Received duplicate complaint 10/27/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Dish Network's Deceptive practices
I have had a problem with Dish Network now for a while, With issues concering their service and deceptive practices. I was promised that because of all of this the early termination fee would be waived, Now they are claiming they can not find my account! If you value your time and do not wish to enter into a web of lies and being taken advantage of DO NOT SUBSCRIBE TO DISH NETWORK!
I want to be compensated for my time! I have spent countles hours on their stupid automated systems and had to write numerous letters! This company has no service what so ever!
$300.00
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. Dish is the only good service available in my area. So I have not other option but to accept the response.
Sincerely,
[redacted]
December 15, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####194
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com.
My attempts to...
contact you by phone at ###-###-#### on December 11, 14 and 15, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your service. You stated that you experienced unresolved technical issues.
Your service was activated on July 29, 2014, with a 24-month commitment.
Our records confirm ongoing technical issues and our attempts to resolve them. On December 2, 2015, your term commitment was waived and your service was disconnected.
I submitted a total refund check of $169.14 for your last two payments. Please allow two to four weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/04) */
July 29, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 29, 2015, we received your correspondence, dated July 28, 2015, filed with the...
Revdex.com.
You said that the saleperson advised you that there is a grace period to cancel your service without a penalty.
When we spoke today, I explained that you established your account through Dish One Satellite LLC, an independent retailer. DISH Network does not offer a grace period to cancel service without a penalty. Nevertheless, I reversed the $480.00 early termination fee applied to your account. You accepted this resolution.
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to cancel the $480 cancellation fee.
Initial Business Response /* (1000, 4, 2015/12/17) */
December 11, 2015
Mr. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your correspondence, dated December 3, 2015,...
filed with the Revdex.com.
You indicated that your mother, Ms. [redacted] moved to a nursing facility and she would like her DISH Network account disconnected. You made several unsuccessful attempts to disconnect the service. Additionally, the customer service that you encountered did not meet your expectations. You requested that this matter be resolved.
There was no contact phone number provided in your correspondence and I have not received a reply to my three attempts to reach you via your [redacted]@gmail.com email address (copy enclosed).
As a courtesy, I waived the early termination fee on your mother's account. Please contact me at your earliest convenience to complete the account disconnection.
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
[redacted]
[redacted] XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only option available to me.
Sincerely,
[redacted]
March 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com. You said that you did not agree to place your account on DISH Pause and that you never gave DISH Network permission to debit your bank account. Our records indicate that you placed your account on DISH Pause; however, as I was unable to review that call, I waived your programming balance. Please refer to the Digital Home Advantage customer agreement I enclosed in my previous response wherein you agreed to our terms of service. Included in those terms is that your early termination fee could be automatically debited from the credit or debit card account used to qualify for your account. While we regret that you do not agree with our response, we are unable to waive and refund your early termination fee. 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]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Diane [redacted] Oh yes I knew they would say that well, I have been in touch with the tv stations and it is not on their end. How come the field representative that was here told me that they have had a couple of other people with the same problem It is very frustrating when every show I watch it happens and I mean every one. All I can say is this is some way to treat your long time customers. Really good way to run a business. And another thing they come out with a bigger hopper to record more shows at once, like I told them you would think they would get one perfected before they put another one out. But I have heard from the techs that they don't care at all and I am seeing that now. It is a poor way to handle a problem if you don't like it leave that really sounds good.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/18) */
August 10, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
Dear Mr. [redacted]:
On July 31, 2015, we received your correspondence, dated July 30, 2015, filed with the Better...
Business Bureau.
You stated that your DISH Network account was not disconnected on [redacted] 26, 2015, as you requested. You experienced difficulty with the leased equipment return requirements. Early termination fees were collected from your bank account, causing financial hardship, and the customer service you encountered while attempting to resolve this matter did not meet your expectations. You have received calls regarding the balance on your disconnected account, and you requested that this contact cease.
When we spoke on August 7, 2015, I resolved the balance on your disconnected account, confirmed that the leased equipment was returned and, as a courtesy, I agreed to waive your early termination fee since you were unable to retain the service at your new residence. I have also issued refunds for the early termination fees. I offered to assist with the banking fees you incurred if you would provide the required supporting documentation. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
Dear Mr. and Mrs. [redacted]: On January 28, 2016, we received your correspondence, dated January 27, 2016, filed with the Revdex.com. You maintain you were overcharged for programming. You said you were to receive a refund for one month of service, and you expressed concern with the...
customer service you received. You requested to cancel your service without an early termination fee. I attempted to reach you at ###-###-#### on January 28, 2016, and February 1 and 3, 2016. I left one voice message. On the other two occasions there was no option to leave a message. Our records show that we provided you with the HBO, Cinemax, Showtime and DISH Movie Pack channels free for three months. When the free service ended you were billed the regular price for the premium channels. For this reason, a payment of $119.99 was collected on December 21, 2015. To correct this matter, the channels were removed on December 22, 2015, and a total credit of $45.31 was applied to your account, which covered the amount you were billed for the premium channels. A refund of $74.69 was applied to your credit card account ending in 2078 on December 28, 2015. This transaction made the amount due for the next month $104.37. As a result, a payment for the same amount was collected on January 21, 2016. As a courtesy, a credit of $104.37 was applied to your account and a refund of $104.37 was returned to your credit card account ending in 2078 on January 26, 2016. No additional credit or refund is warranted. Although the early termination fee is valid, I made an exception and waived your $400.00 early termination fee. You may cancel your service at any time without penalty. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [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] Dear Ms. [redacted]: On January 31, 2017, we received your complaint, dated January 30, 2017, filed with the Revdex.com. You stated that DISH Network was providing you [redacted] at no additional charge. You recently lost this programming when changes were made to your account. Your attempts to resolve the matter have been unsuccessful and the customer service you encountered did not meet your expectations. You would like the programming you were receiving prior to this change restored at the $135.00 price you were quoted. When we spoke on February 1, 2017, I agreed to make the necessary programming changes. I applied a monthly $20.33 credit to your account for ten months to provide the price that you were quoted. Additionally, I waived the charge for your speaker purchase in light of your customer service experience. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/12/24) */
December 18, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 17, 2015, we received your correspondence, dated...
December 16, 2015, filed with the Revdex.com.
You said your service was disconnected although you had made a payment. You also expressed dissatisfaction with the customer service you received. You requested that the service be disconnected and to receive a refund.
When we spoke on December 17, 2015, I advised you that we found that the incorrect routing number and/or account number was entered incorrectly for the Electronic Funds Transfer (EFT) payment. As a result, the $174.95 was not collected, causing the system to interrupt your service.
I offered to restore your service and apply 12 months of promotional credits and you declined.
Per your request, I disconnected your service and waived the satellite TV and internet early termination fees. I also submitted a refund of $184.95 for the credit card payment collected on November 30, 2015. Please allow five business days for processing. You accepted this resolution.
You agreed to return the leased equipment to DISH Network. Return boxes with labels will be sent to your address by UPS. I waived the return shipping fees.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. Frisby: On February 10, 2017, we received your correspondence, dated February 9, 2017, filed with the Revdex.com. You maintain you were misinformed about DISH Pause and you paid for it for 17 months. You indicated that you received a $40.00 credit. You requested that an additional credit be applied to your account. When we spoke today, I informed you that I applied a credit of $86.99 to your account for one month of service. 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 [redacted]. Sincerely, [redacted]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I specifically was told what I'd be getting and it only changed after I gave my social security number, which is exactly what other reports about DISH have said. They are very shady in their business practice and since I have concrete evidence, I'll be taking it to the media.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 6, 2015, we received your correspondence, dated November 5, 2015, filed...
with the Revdex.com.
You stated that you are moving overseas and will no longer be able to use your DISH Network service. You disconnected your account and you have been billed a $158.69 early termination fee, per the terms of your contractual agreement. You requested that the fee be waived.
In our November 6, 2015, email correspondence, I offered to waive your early termination fee as a courtesy. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. 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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish Network responded:Hello [redacted]
Thank you for your reply.
The contract signature was capture on a tablet presented by the installing tech.
However, due to the circumstances of your relocation, I have made an exceptions and resolved the $158.69 balance on your disconnected account.
Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
Please reply to this email with your acceptance of this resolution.
And I concurred.
[redacted]-[redacted] Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 5, 9 and 10, 2016, and I left three messages. You indicated that you do not qualify for a $100.00 gift card but the advertisement does not state that you need to qualify. To qualify for the gift card, the offer code must be used during the initial sale. It cannot be added to the account once the account is established. However, as an exception, I applied a $100.00 credit to your account in place of the gift card. 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 Ms. [redacted]: On February 1, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You indicated that a $74.45 online payment on September 29, 2015, was collected twice and that a block was placed on your account for credit card payments. You...
expressed concern that your monthly bill increased in January 2016, and you questioned why you were billed twice in January 2016. Our records reveal that this issue was addressed through the Federal Communications Commission on January 27, 2016. Enclosed is a copy of that correspondence for your review. 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 ###-###-####
Initial Business Response /* (1000, 4, 2015/05/13) */
May 12, 2015
[redacted]
[redacted]
[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...
Revdex.com.
You said DISH Network signed you up for service that did not work for you. You requested a refund of all payments made.
I attempted to reach you at (XXX) XXX-XXXX on May 8, 11, and 12, 2015, and I left three voicemails.
In my last message, I advised you that our records indicate that you contacted us concerning dishNET internet service not providing you with streaming capabilities. Please note that our satellite internet disclosures provide that the service is not intended for streaming or online gaming due to data restrictions. As such, we are unable to provide you with a refund. However, I made an exception and waived your internet 24-month commitment so you may seek service that better suits your needs.
Please note that DISH Network did not sign you up for this service, as the installation of internet equipment was requested.
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]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I was not told this when I signed up!
Final Business Response /* (4000, 12, 2015/05/27) */
May 26, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 20, 2015, we received your complaint, dated May 19, 2015, filed with the Revdex.com.
You maintain that you were advised that dishNET internet service would work in your area.
Our records indicate that the service works in your area; however, you reported issues with streaming. As you were advised during your sales call, dishNET satellite internet is not intended for streaming due to data caps. As you were made aware of this prior to initiating your account and chose to continue setting up one, we are unable to provide you with compensation or refunds.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (3000, 17, 2015/10/28) */
Received duplicate complaint 10/27/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Dish Network's Deceptive practices
I have had a problem with Dish Network now for a while, With issues concering their service and deceptive practices. I was promised that because of all of this the early termination fee would be waived, Now they are claiming they can not find my account! If you value your time and do not wish to enter into a web of lies and being taken advantage of DO NOT SUBSCRIBE TO DISH NETWORK!
I want to be compensated for my time! I have spent countles hours on their stupid automated systems and had to write numerous letters! This company has no service what so ever!
$300.00
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. Dish is the only good service available in my area. So I have not other option but to accept the response.
Sincerely,
[redacted]
Complaint: 11032548
I am rejecting this response because: I will only accept a refund due to misrepresentation.
Sincerely,
[redacted]
December 15, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####194
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com.
My attempts to...
contact you by phone at ###-###-#### on December 11, 14 and 15, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the early termination fee to disconnect your service. You stated that you experienced unresolved technical issues.
Your service was activated on July 29, 2014, with a 24-month commitment.
Our records confirm ongoing technical issues and our attempts to resolve them. On December 2, 2015, your term commitment was waived and your service was disconnected.
I submitted a total refund check of $169.14 for your last two payments. Please allow two to four weeks for processing.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/04) */
July 29, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 29, 2015, we received your correspondence, dated July 28, 2015, filed with the...
Revdex.com.
You said that the saleperson advised you that there is a grace period to cancel your service without a penalty.
When we spoke today, I explained that you established your account through Dish One Satellite LLC, an independent retailer. DISH Network does not offer a grace period to cancel service without a penalty. Nevertheless, I reversed the $480.00 early termination fee applied to your account. You accepted this resolution.
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to cancel the $480 cancellation fee.
Initial Business Response /* (1000, 4, 2015/12/17) */
December 11, 2015
Mr. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your correspondence, dated December 3, 2015,...
filed with the Revdex.com.
You indicated that your mother, Ms. [redacted] moved to a nursing facility and she would like her DISH Network account disconnected. You made several unsuccessful attempts to disconnect the service. Additionally, the customer service that you encountered did not meet your expectations. You requested that this matter be resolved.
There was no contact phone number provided in your correspondence and I have not received a reply to my three attempts to reach you via your [redacted]@gmail.com email address (copy enclosed).
As a courtesy, I waived the early termination fee on your mother's account. Please contact me at your earliest convenience to complete the account disconnection.
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
[redacted]
[redacted] XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the only option available to me.
Sincerely,
[redacted]
March 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2016, we received your rebuttal, dated March 5, 2016, filed with the Revdex.com. You said that you did not agree to place your account on DISH Pause and that you never gave DISH Network permission to debit your bank account. Our records indicate that you placed your account on DISH Pause; however, as I was unable to review that call, I waived your programming balance. Please refer to the Digital Home Advantage customer agreement I enclosed in my previous response wherein you agreed to our terms of service. Included in those terms is that your early termination fee could be automatically debited from the credit or debit card account used to qualify for your account. While we regret that you do not agree with our response, we are unable to waive and refund your early termination fee. 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]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Diane [redacted] Oh yes I knew they would say that well, I have been in touch with the tv stations and it is not on their end. How come the field representative that was here told me that they have had a couple of other people with the same problem It is very frustrating when every show I watch it happens and I mean every one. All I can say is this is some way to treat your long time customers. Really good way to run a business. And another thing they come out with a bigger hopper to record more shows at once, like I told them you would think they would get one perfected before they put another one out. But I have heard from the techs that they don't care at all and I am seeing that now. It is a poor way to handle a problem if you don't like it leave that really sounds good.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/18) */
August 10, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
Dear Mr. [redacted]:
On July 31, 2015, we received your correspondence, dated July 30, 2015, filed with the Better...
Business Bureau.
You stated that your DISH Network account was not disconnected on [redacted] 26, 2015, as you requested. You experienced difficulty with the leased equipment return requirements. Early termination fees were collected from your bank account, causing financial hardship, and the customer service you encountered while attempting to resolve this matter did not meet your expectations. You have received calls regarding the balance on your disconnected account, and you requested that this contact cease.
When we spoke on August 7, 2015, I resolved the balance on your disconnected account, confirmed that the leased equipment was returned and, as a courtesy, I agreed to waive your early termination fee since you were unable to retain the service at your new residence. I have also issued refunds for the early termination fees. I offered to assist with the banking fees you incurred if you would provide the required supporting documentation. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
Dear Mr. and Mrs. [redacted]: On January 28, 2016, we received your correspondence, dated January 27, 2016, filed with the Revdex.com. You maintain you were overcharged for programming. You said you were to receive a refund for one month of service, and you expressed concern with the...
customer service you received. You requested to cancel your service without an early termination fee. I attempted to reach you at ###-###-#### on January 28, 2016, and February 1 and 3, 2016. I left one voice message. On the other two occasions there was no option to leave a message. Our records show that we provided you with the HBO, Cinemax, Showtime and DISH Movie Pack channels free for three months. When the free service ended you were billed the regular price for the premium channels. For this reason, a payment of $119.99 was collected on December 21, 2015. To correct this matter, the channels were removed on December 22, 2015, and a total credit of $45.31 was applied to your account, which covered the amount you were billed for the premium channels. A refund of $74.69 was applied to your credit card account ending in 2078 on December 28, 2015. This transaction made the amount due for the next month $104.37. As a result, a payment for the same amount was collected on January 21, 2016. As a courtesy, a credit of $104.37 was applied to your account and a refund of $104.37 was returned to your credit card account ending in 2078 on January 26, 2016. No additional credit or refund is warranted. Although the early termination fee is valid, I made an exception and waived your $400.00 early termination fee. You may cancel your service at any time without penalty. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
February 3, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On January 31, 2017, we received your complaint, dated January 30, 2017, filed with the Revdex.com. You stated that DISH Network was providing you [redacted] at no additional charge. You recently lost this programming when changes were made to your account. Your attempts to resolve the matter have been unsuccessful and the customer service you encountered did not meet your expectations. You would like the programming you were receiving prior to this change restored at the $135.00 price you were quoted. When we spoke on February 1, 2017, I agreed to make the necessary programming changes. I applied a monthly $20.33 credit to your account for ten months to provide the price that you were quoted. Additionally, I waived the charge for your speaker purchase in light of your customer service experience. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/12/24) */
December 18, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 17, 2015, we received your correspondence, dated...
December 16, 2015, filed with the Revdex.com.
You said your service was disconnected although you had made a payment. You also expressed dissatisfaction with the customer service you received. You requested that the service be disconnected and to receive a refund.
When we spoke on December 17, 2015, I advised you that we found that the incorrect routing number and/or account number was entered incorrectly for the Electronic Funds Transfer (EFT) payment. As a result, the $174.95 was not collected, causing the system to interrupt your service.
I offered to restore your service and apply 12 months of promotional credits and you declined.
Per your request, I disconnected your service and waived the satellite TV and internet early termination fees. I also submitted a refund of $184.95 for the credit card payment collected on November 30, 2015. Please allow five business days for processing. You accepted this resolution.
You agreed to return the leased equipment to DISH Network. Return boxes with labels will be sent to your address by UPS. I waived the return shipping fees.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. Frisby: On February 10, 2017, we received your correspondence, dated February 9, 2017, filed with the Revdex.com. You maintain you were misinformed about DISH Pause and you paid for it for 17 months. You indicated that you received a $40.00 credit. You requested that an additional credit be applied to your account. When we spoke today, I informed you that I applied a credit of $86.99 to your account for one month of service. 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 [redacted]. Sincerely, [redacted]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I specifically was told what I'd be getting and it only changed after I gave my social security number, which is exactly what other reports about DISH have said. They are very shady in their business practice and since I have concrete evidence, I'll be taking it to the media.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/11) */
November 9, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 6, 2015, we received your correspondence, dated November 5, 2015, filed...
with the Revdex.com.
You stated that you are moving overseas and will no longer be able to use your DISH Network service. You disconnected your account and you have been billed a $158.69 early termination fee, per the terms of your contractual agreement. You requested that the fee be waived.
In our November 6, 2015, email correspondence, I offered to waive your early termination fee as a courtesy. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. 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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish Network responded:Hello [redacted]
Thank you for your reply.
The contract signature was capture on a tablet presented by the installing tech.
However, due to the circumstances of your relocation, I have made an exceptions and resolved the $158.69 balance on your disconnected account.
Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus.
Please reply to this email with your acceptance of this resolution.
And I concurred.
May 10, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 5, 9 and 10, 2016, and I left three messages. You indicated that you do not qualify for a $100.00 gift card but the advertisement does not state that you need to qualify. To qualify for the gift card, the offer code must be used during the initial sale. It cannot be added to the account once the account is established. However, as an exception, I applied a $100.00 credit to your account in place of the gift card. 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 Ms. [redacted]: On February 1, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You indicated that a $74.45 online payment on September 29, 2015, was collected twice and that a block was placed on your account for credit card payments. You...
expressed concern that your monthly bill increased in January 2016, and you questioned why you were billed twice in January 2016. Our records reveal that this issue was addressed through the Federal Communications Commission on January 27, 2016. Enclosed is a copy of that correspondence for your review. 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 ###-###-####