Dear Mr. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept my response because we were unable to connect in order that I might address your concerns. Our records indicate that your complaint was addressed by Mr. [redacted], a DISH Network Dispute Resolution Specialist, today. You were provided a free technician visit scheduled for February 5, 2016. Additionally, you were provided a one-time $200.00 credit and a monthly $20.00 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You said that you were supposed to receive a $200.00 gift card for initiating a DISH Network account. I attempted to reach you at [redacted] on March 9, 10 and 11, 2016. Each call was terminated after ringing twice, so I was unable to leave a message. A review of your sales call recording revealed that the gift card offer was never mentioned during the call. However, as you advised our agents that you were supposed to receive a gift card, they made an exception and one is being processed for you. 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]
Complaint: [redacted]
I am rejecting this response because:Your VoD menu options has a Section titled "Available with Upgrade." Gee, that's not all misleading. I know I have to pay more for those shows.So, explain the difference that has [redacted] listed in the Free on Demand section -- but requires extra payment.As you said, "this is a great way to let customers know of the perks they can receive by subscribing to a premium movie channel." But it's very misleading. Move the icon to "Available with Upgrade" list and I can't complain about your bait-and-switch tactics. Meanwhile, I have been experiencing terrible reception for the past week. During attempts to reset my receiver, my entire DVD was erased. Even after it was erased, I still kept getting messages that the DVD needed to be erased. (All of this happened since I filed the original complaint, above. Coincidence? Since I've had no particular problems in the past, I don't think so.)I placed multiple calls to Customer Service yesterday (July 30), but the problem is still not resolved. One of the reps said that several people had called with similar service complaints and it was being investigated. He offered no insights as to when the situation would be resolved. As a result of these service failures, I have decided to seek out another service provider. Look for a notice to discontinue service within the next 7 -10 days. [redacted]
Sincerely,
Karen [redacted]
Initial Business Response /* (1000, 15, 2015/06/05) */
June 2, 2015
Ms. [redacted] C. [redacted]
[redacted] N. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 2, 2015, we received your complaint, dated June 1, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your DISH Network service. You indicated that the service was established through Frontier, but you were not informed of the required 24-month commitment. You also stated that the service was never installed and the technician took the equipment.
Our records reveal that your DISH Network service was activated on May 3, 2015, with a 24-month commitment. On May 19, 2015, the service was canceled and our representative agreed to waive the term commitment and associated early termination fee; however, an early termination fee of $480.00 was still applied. Additionally, two $10.00 box return fees were applied.
When I spoke with you by phone today, I advised you that I reversed the charges, leaving a zero balance on your account.
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]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/06/22) */
June 19, 2015
Mr. [redacted] and Ms[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted] and Ms. Schilinski:
On June 16, 2015, we received...
your complaint, dated June 15, 2015, filed with the Revdex.com.
You said that DISH Network charged your credit card without your authorization. You also expressed concern that you are being double billed. In addition, you requested that we waive the fee you were charged for a router, as you said you used your own equipment.
When we spoke by phone, I explained that I reviewed the recording of your sales call and found that our agent gained your permission to charge your credit card $105.52 for your first month of service. I advised you that your payment of $105.52 taken on April 21, 2015, was for service from April 22 to May 21, 2015. On May 7, 2017, we sent you your [redacted] due on May 27, 2015, for service from May 22 to June 21, 2015.
Furthermore, we provided you with a $50.00 credit on June 15, 2015, to offset the router fee you were charged.
I agreed to release you from your TV and internet contracts as a courtesy. You may close your DISH Network account at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 1, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 25, 2016, we received your complaint, dated February 23, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You indicated that you experienced technical issues which led you to disconnect your TV and internet service. I attempted to reach you at [redacted] on February 29 and 29, 2016, and on March 1, 2016. I left three voicemails. In my last message, I advised you that our records indicate that an agent in our Office of the President offered to waive your internet early termination fee on April 24, 2014, but you declined. You then contacted us to place your internet and TV services on DISH Pause, but you were advised that we are unable to pause the internet service. You requested to disconnect both services and you declined to pay either early termination fee. As a courtesy, I waived the $262.50 internet early termination fee; however, as you received the benefits of the 24-month TV commitment (including a free iPad) and as we have no record of any calls for technical issues, your TV early termination fee of $600.00 is valid. We request that your balance of $639.35 be paid. 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]
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed with the...
Revdex.com.
You expressed concern regarding unreturned equipment charges and the early termination fee, as well as our customer service.
When we spoke by phone, I advised you that the charges for unreturned equipment and the early termination fees have been waived.
I am unable to offer any additional compensation, as we agreed to waive the early termination fee although we consider it to be a valid charge.
I apologized for the level of customer service you received and I provided you with my contact information should you need assistance in the future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 16, 2016 Dear Mr. [redacted]: On August 12, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com. You said that you agreed to TV and internet, but you only received TV service. You disconnected your account and you...
disputed the early termination fee. A review of your account reveals that you placed your order for our service through Infinity Sales Group LLC (###-###-####), a partner of ours. I forwarded a copy of your complaint to them. I also waived your early termination fee and upfront installation cost. You will receive a refund of $614.77. Mr. [redacted] contacted you by phone and he explained our resolution, to which you agreed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
[redacted] Dear Mr. [redacted]: On September 7, 2017, we received your complaint, dated September 6, 2017, filed with the Revdex.com. You said you have yet to receive your gift card. You also indicated that the promised receiver was not installed. When we spoke today, I informed you that I will honor the $25.00 gift card offer. Please allow eight weeks for processing and mailing. Our records reveal that during the installation, our technician called in and requested that the receiver be modified to the 211 model receiver, as your TV was not compatible with the [redacted]. We appreciate your feedback and your concerns will be addressed internally. 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]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 17, 2015, we received your correspondence, dated August 14, 2015, filed with the...
Revdex.com.
You stated that you contacted DISH Network on August 6, 2015, to disconnect your account. You were advised at that time that you would receive a final bill and return shipping materials. On August 12, 2015, you received a notice that requested that your account balance be paid to prevent further collections. You requested confirmation that your account is disconnected and nothing was sent to collections.
When we spoke today, I informed you that your account was not disconnected on August 6, 2015, as you requested. I confirmed that the account disconnection did occur on August 14, 2015. Return shipping material have been provided and as a courtesy, I waived the $21.65 balance. Nothing was sent to collections and the return of the leased equipment will finalize your account disconnection. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/08) */
October 2, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28, 2015,...
filed with the Revdex.com.
You indicated that you have not received a refund as promised and you were given different information on when the refund would be completed.
Two Electronic Funds Transfer (EFT) payments ($161.39 and $161.51) were made through your online DISH Network account on September 6, 2015. An EFT refund for one of the payments was submitted on September 11, 2015. Please note that the processing time for this type of refund is 23 days, which includes a hold time of 12 days to ensure that the payment is not returned. Our records show that the refund was applied to your checking account on September 25, 2015.
As a courtesy, two credits totaling $199.31 were applied to your account on September 16, 2015, to cover the current balance due.
When I spoke with you by phone on October 1, 2015, you confirmed that you received the refund.
We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel. 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dear Mr. [redacted],Before addressing your response, I want to inform you that I notified Dish by phone to inform Dish why I was not paying my most recent invoice. Also, after receiving a voice mail today from Dish, which indicated I had not paid my invoice, I phoned Dish again to inform the agent why I was not paying my invoice. Now to the subject of your response, I did not phone back Mr. [redacted] because his voice mail merely asked me to call him back and contained no information. Notwithstanding, I prefer communication in writing. Regarding Your offer to waive a cost during a technician visit, it does not give me any details regarding cost, or costs, which would be waived. You indicate an understanding of my request for either (1) replacing my old receiver box, which remains untouched where your technician placed it, or (2) installing two receiver boxes for my other two tvs at no cost, including additional monthly costs in the future. However, your response to my "transmitter" and not my "Dish transmitter," seems unclear that you know that the transmitter is a Dish product that has served my other two tvs for nearly the same number of years I have been with Dish. I would like to add that the Dish supervisor I spoke with a month ago told me that, besides paying a monthly fee for additional boxes, I would have to sign a two-year contract. So, in addition to not wanting to pay additional costs, I also do not want to sign any such contract.I appreciate your offer to set up a technician visit. Before doing that, however, I request written stipulations in detail so that you and I do not have to spend more time going back and forth to clarify details. I look forward to your response and trust that you understand that I am not paying Dish invoices now because I have not had the use of my other two tvs since your technician replaced my box and thus have lost about 80% of my tv viewing.
Sincerely,
[redacted]
January 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. You said you were told that three technician visits for technical issues needed to be completed before we would release you from your commitment. As you have met this requirement, you would like your service cancelled without penalty. A review of your account does not reveal a record of ongoing technical issues that have been reported. The only mention of technical issues was made when you contacted us to disconnect your account. As a courtesy, several technician visits were scheduled for you without troubleshooting the issue first. When I spoke with you by telephone on January 18, 2017, I scheduled a free technician visit for Saturday, January 19, 2017. The technician found that [redacted] interrupted your satellite service when they installed the internet service. It was corrected at the time. I also provided you with one month free of the America’s Top 120 Plus package ($59.99) for the inconvenience. Additionally, the notes on the account indicate that you also requested to be released from the 24-month agreement because you were being deployed. We requested a copy of your deployment papers, but we have not received them. As no ongoing technical issues have occurred and as we have not received a copy of your deployment paperwork, your commitment remains valid. 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] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted] Dear Mrs. [redacted]: On December 4, 2017, we received your complaint, dated December 3, 2017, filed with the Revdex.com. You indicated that your Refer-a-Friend certificate did not work since you initiated your account and now you are not eligible for the rewards. I apologize for the confusion and we have re-activated the certificate. When I spoke with you by telephone today, you informed me that both you and the person who referred you redeemed the offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 30, 2016 Dear Mrs. [redacted]: On September 27, 2016, we received your complaint, dated September 24, 2016, filed with the Revdex.com. You continue to dispute the early termination fee due to the temporary loss of your local Fox and CW channels. You also mentioned the customer service you received. As previously advised, this account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled. It is disclosed in your signed DHA agreement (copy enclosed) that we reserve the right to change programming, prices and packages at any time. The early termination fee remains valid. We apologize that you were not satisfied with the customer service you received. 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 ###-###-#### Enclosure
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You said that you initiated your DISH Network account under our price guarantee promotion, but your monthly rate...
increased. When we spoke, I advised you that your price guarantee only applied to your core programming package and your DVR fee. When you disconnected your account on August 12, 2016, you were still receiving the price guarantee promotion. Your monthly rate fluctuated, however, when you removed automatic payments from your account ($10.00 monthly discount) and when the monthly courtesy credit ($20.00 for ten months) ended. As your monthly rate was correct for the service you were receiving, we are unable to honor your request to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
January 23, 2018 Mr. [redacted] .* [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2018, we received your complaint, dated January 13, 2018, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 17, 18 and 19, 2018, were unsuccessful; however, I left three messages. I also sent an email to [redacted] You mentioned the following concerns: · Account credits · Monthly rate · Local channels · Pay-Per-View (PPV) channel locks · Equipment return · Advertisement · Refund request You expressed concern that DISH Network no longer provides “customer satisfaction” discounts. You indicated that your account would be reduced to offset higher prices and although you were quoted a certain amount, your monthly rate would be higher. A review of your account shows that monthly credits ranging from $15.00 to $50.00 were applied to your account. When the credits expired after a certain number of months (e.g., six, ten and 12 months), your monthly rate increased by the amount of the expired monthly credit. As we also experience price increases, we cannot guarantee the monthly rate quoted with the monthly credits provided. Only the amount of the credit and length of time that it is applied is guaranteed. We decided as a business to no longer provide large amounts of credits; instead, we make offers with new customer pricing available to our existing customers. You maintain that the monthly rate of $74.99 that was promised when you agreed to a new 24-month commitment was not honored. On June 1, 2017, you took advantage of our Preferred Customer Offer. This offer provides the same package pricing and a two-year guarantee that is available to new customers. You accepted the offer and the associated 24-month commitment through our automated phone system. A review of the customer service call from June 1, 2017, found that the monthly rate that was quoted was $79.94 for the following services: · America’s Top 120 Plus $49.99 (regularly $67.99) · Hopper DVR service fee $15.00 · Local channels $12.00 (previously $10.00) · Joey receiver ...⇄ $7.00 The $79.94 monthly rate includes a monthly discount of $5.00 for enrollment in eAutoPay. [redacted] was added through your online DISH Network account on July 18, 2017, for $10.00 a month. This made your monthly rate $89.94. This, along with the PPVs ordered on your account, have resulted in higher monthly bills. [redacted] and eAutoPay were removed from your DISH Network account on December 3, 2017. As a result, the monthly $5.00 eAutoPay discount was forfeited. DISH Network experienced a $3.00 price increase for the America’s Top 120 Plus and a $2.00 price increase for local channels on January 16, 2018. Because of the Preferred Customer Offer on your account, the rate for the America’s Top 120 Plus did not change and you were provided with a $2.00 credit to offset the local channel increase for the duration of your term commitment. Your service was interrupted for non-payment on January 12, 2018, and is scheduled to be fully disconnected on February 11, 2018, if a payment is not received. Please be advised that an early termination fee of $170.00 will apply if your term commitment is not fulfilled. Should you choose to restart your service, you will be billed the current monthly rate of $84.49. If you re-enroll in eAutoPay, your monthly rate will be $79.49 due to the addition of the $5.00 monthly discount. You expressed concern with the monthly charge for local channels. Please note that you are not required to subscribe to this, and these channels may be removed from your account at any time. You said that DISH Network does not offer channels locks. Please note you have the option to add channel locks for PPV channels. You declined to return our equipment. We will provide boxes for the return of our receivers and remotes within ten days from the date of disconnection. If the equipment is not returned, you will be charged unreturned equipment fees. Enclosed is a copy of our Residential Customer Agreement wherein this is disclosed. You expressed concern with our advertisements and you provided a web link from our website (www. dish.com). The web link that you provided was for a new customer offer, which is now expired. You requested a refund. The charges that were applied to your account are valid for the services that you received; therefore, no refund is due. 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 Enclosure (will be included in mail due to size of attachment) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 20, 2016, filed with the Revdex.com. You expressed concern with the removal of Russian programming from DISH Network’s channel lineup. You do not agree with the early termination fee to disconnect your service. Your service was activated on December 4, 2014, with a 24-month commitment. We regret any inconvenience; however, DISH Network reserves the right to add, delete, rearrange and/or change any and all programming and/or programming packages. When I spoke with you by phone today, I advised you that I made an exception and waived your term commitment. As you requested, I disconnected your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/07/16) */
July 15, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You said that your account was paid in full when it was canceled. You expressed concern regarding the balance due and not being eligible for service.
When we spoke, I explained that the last payment you made paid for your service from August 4, 2013, to September 3, 2013. We did not receive any contact from you and your account was closed due to nonpayment on October 15, 2013. I advised you that we consider the balance to be valid. Per your request, I have enclosed copies of your billing statements from August 2013 to October 2013.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (4200, 12, 2015/08/21) */
[redacted]Document Attached[redacted]
Dear Revdex.com, please don't close the case. I received a bill from Dish. The total amount due includes the service for those days for which I didn't even have the service. The total amount due $161.94 includes charges from 10/04/2013 to 11/03/2013 and as far as I remember my service was suspended starting in late September or early October and it was finally cancelled by Dish on October 15th. Please see image of the bill attached. The correct amount that is due is $80.97 which I still believe includes the days that I didn't have the service but I am willing to pay it to settle this account.
Final Business Response /* (4000, 14, 2015/08/28) */
August 24, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 24, 2015, we received your rebuttal, dated August 21, 2015, filed with the Revdex.com.
You said that you are being billed for services that you didn't receive and you asked that the balance due be reduced to $80.97.
As I stated in my previous correspondence, the last payment you made paid for your service from August 4, to September 3, 2013. Your service continued until October 15, 2013, at which point your account was closed due to nonpayment. I have enclosed your July 19 and November 1, 2013, billing statements for your records. The July 2013 billing statement is the bill you last paid and the November 1, 2013, billing statements reflects your final balance of $116.22 and it reflects the credit you received from October 15 to December 3, 2013.
We consider the balance of $116.22 to be accurate.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On February 26, 2016, we received your complaint, dated February 25, 2016, filed with the Revdex.com. You disputed the balance reported on your credit file. When I spoke with your sister-in-law, Ms. [redacted], I advised her that our records indicate that your DISH Network account is linked to your Social Security Number and therefore, cannot be transferred to Ms. [redacted] without her qualifying for her own account. Our records indicate that Ms. [redacted] was listed on the billing address but as she never qualified for her own account, you remain the account holder. I advised Ms. [redacted] that the balance is valid and we expect it to be paid, but that I would request that the collection company ceases contact with you. While we regret any inconvenience this issue may have caused, we are unable to reverse the balance or remove it from your name from the 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: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Dear Mr. [redacted]: On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com. In your rebuttal, you indicated that you do not accept my response because we were unable to connect in order that I might address your concerns. Our records indicate that your complaint was addressed by Mr. [redacted], a DISH Network Dispute Resolution Specialist, today. You were provided a free technician visit scheduled for February 5, 2016. Additionally, you were provided a one-time $200.00 credit and a monthly $20.00 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
March 11, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You said that you were supposed to receive a $200.00 gift card for initiating a DISH Network account. I attempted to reach you at [redacted] on March 9, 10 and 11, 2016. Each call was terminated after ringing twice, so I was unable to leave a message. A review of your sales call recording revealed that the gift card offer was never mentioned during the call. However, as you advised our agents that you were supposed to receive a gift card, they made an exception and one is being processed for you. 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]
Complaint: [redacted]
I am rejecting this response because:Your VoD menu options has a Section titled "Available with Upgrade." Gee, that's not all misleading. I know I have to pay more for those shows.So, explain the difference that has [redacted] listed in the Free on Demand section -- but requires extra payment.As you said, "this is a great way to let customers know of the perks they can receive by subscribing to a premium movie channel." But it's very misleading. Move the icon to "Available with Upgrade" list and I can't complain about your bait-and-switch tactics. Meanwhile, I have been experiencing terrible reception for the past week. During attempts to reset my receiver, my entire DVD was erased. Even after it was erased, I still kept getting messages that the DVD needed to be erased. (All of this happened since I filed the original complaint, above. Coincidence? Since I've had no particular problems in the past, I don't think so.)I placed multiple calls to Customer Service yesterday (July 30), but the problem is still not resolved. One of the reps said that several people had called with similar service complaints and it was being investigated. He offered no insights as to when the situation would be resolved. As a result of these service failures, I have decided to seek out another service provider. Look for a notice to discontinue service within the next 7 -10 days. [redacted]
Sincerely,
Karen [redacted]
Initial Business Response /* (1000, 15, 2015/06/05) */
June 2, 2015
Ms. [redacted] C. [redacted]
[redacted] N. [redacted] St.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 2, 2015, we received your complaint, dated June 1, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your DISH Network service. You indicated that the service was established through Frontier, but you were not informed of the required 24-month commitment. You also stated that the service was never installed and the technician took the equipment.
Our records reveal that your DISH Network service was activated on May 3, 2015, with a 24-month commitment. On May 19, 2015, the service was canceled and our representative agreed to waive the term commitment and associated early termination fee; however, an early termination fee of $480.00 was still applied. Additionally, two $10.00 box return fees were applied.
When I spoke with you by phone today, I advised you that I reversed the charges, leaving a zero balance on your account.
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]) [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]) [redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/06/22) */
June 19, 2015
Mr. [redacted] and Ms[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted] and Ms. Schilinski:
On June 16, 2015, we received...
your complaint, dated June 15, 2015, filed with the Revdex.com.
You said that DISH Network charged your credit card without your authorization. You also expressed concern that you are being double billed. In addition, you requested that we waive the fee you were charged for a router, as you said you used your own equipment.
When we spoke by phone, I explained that I reviewed the recording of your sales call and found that our agent gained your permission to charge your credit card $105.52 for your first month of service. I advised you that your payment of $105.52 taken on April 21, 2015, was for service from April 22 to May 21, 2015. On May 7, 2017, we sent you your [redacted] due on May 27, 2015, for service from May 22 to June 21, 2015.
Furthermore, we provided you with a $50.00 credit on June 15, 2015, to offset the router fee you were charged.
I agreed to release you from your TV and internet contracts as a courtesy. You may close your DISH Network account at any time without penalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 1, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 25, 2016, we received your complaint, dated February 23, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. You indicated that you experienced technical issues which led you to disconnect your TV and internet service. I attempted to reach you at [redacted] on February 29 and 29, 2016, and on March 1, 2016. I left three voicemails. In my last message, I advised you that our records indicate that an agent in our Office of the President offered to waive your internet early termination fee on April 24, 2014, but you declined. You then contacted us to place your internet and TV services on DISH Pause, but you were advised that we are unable to pause the internet service. You requested to disconnect both services and you declined to pay either early termination fee. As a courtesy, I waived the $262.50 internet early termination fee; however, as you received the benefits of the 24-month TV commitment (including a free iPad) and as we have no record of any calls for technical issues, your TV early termination fee of $600.00 is valid. We request that your balance of $639.35 be paid. 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]
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 10, 2015, we received your complaint, dated August 7, 2015, filed with the...
Revdex.com.
You expressed concern regarding unreturned equipment charges and the early termination fee, as well as our customer service.
When we spoke by phone, I advised you that the charges for unreturned equipment and the early termination fees have been waived.
I am unable to offer any additional compensation, as we agreed to waive the early termination fee although we consider it to be a valid charge.
I apologized for the level of customer service you received and I provided you with my contact information should you need assistance in the future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
August 16, 2016 Dear Mr. [redacted]: On August 12, 2016, we received your complaint, dated August 10, 2016, filed with the Revdex.com. You said that you agreed to TV and internet, but you only received TV service. You disconnected your account and you...
disputed the early termination fee. A review of your account reveals that you placed your order for our service through Infinity Sales Group LLC (###-###-####), a partner of ours. I forwarded a copy of your complaint to them. I also waived your early termination fee and upfront installation cost. You will receive a refund of $614.77. Mr. [redacted] contacted you by phone and he explained our resolution, to which you agreed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
September 14, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 7, 2017, we received your complaint, dated September 6, 2017, filed with the Revdex.com. You said you have yet to receive your gift card. You also indicated that the promised receiver was not installed. When we spoke today, I informed you that I will honor the $25.00 gift card offer. Please allow eight weeks for processing and mailing. Our records reveal that during the installation, our technician called in and requested that the receiver be modified to the 211 model receiver, as your TV was not compatible with the [redacted]. We appreciate your feedback and your concerns will be addressed internally. 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]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 17, 2015, we received your correspondence, dated August 14, 2015, filed with the...
Revdex.com.
You stated that you contacted DISH Network on August 6, 2015, to disconnect your account. You were advised at that time that you would receive a final bill and return shipping materials. On August 12, 2015, you received a notice that requested that your account balance be paid to prevent further collections. You requested confirmation that your account is disconnected and nothing was sent to collections.
When we spoke today, I informed you that your account was not disconnected on August 6, 2015, as you requested. I confirmed that the account disconnection did occur on August 14, 2015. Return shipping material have been provided and as a courtesy, I waived the $21.65 balance. Nothing was sent to collections and the return of the leased equipment will finalize your account disconnection. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/10/08) */
October 2, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September 28, 2015,...
filed with the Revdex.com.
You indicated that you have not received a refund as promised and you were given different information on when the refund would be completed.
Two Electronic Funds Transfer (EFT) payments ($161.39 and $161.51) were made through your online DISH Network account on September 6, 2015. An EFT refund for one of the payments was submitted on September 11, 2015. Please note that the processing time for this type of refund is 23 days, which includes a hold time of 12 days to ensure that the payment is not returned. Our records show that the refund was applied to your checking account on September 25, 2015.
As a courtesy, two credits totaling $199.31 were applied to your account on September 16, 2015, to cover the current balance due.
When I spoke with you by phone on October 1, 2015, you confirmed that you received the refund.
We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel. 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: Dear Mr. [redacted],Before addressing your response, I want to inform you that I notified Dish by phone to inform Dish why I was not paying my most recent invoice. Also, after receiving a voice mail today from Dish, which indicated I had not paid my invoice, I phoned Dish again to inform the agent why I was not paying my invoice. Now to the subject of your response, I did not phone back Mr. [redacted] because his voice mail merely asked me to call him back and contained no information. Notwithstanding, I prefer communication in writing. Regarding Your offer to waive a cost during a technician visit, it does not give me any details regarding cost, or costs, which would be waived. You indicate an understanding of my request for either (1) replacing my old receiver box, which remains untouched where your technician placed it, or (2) installing two receiver boxes for my other two tvs at no cost, including additional monthly costs in the future. However, your response to my "transmitter" and not my "Dish transmitter," seems unclear that you know that the transmitter is a Dish product that has served my other two tvs for nearly the same number of years I have been with Dish. I would like to add that the Dish supervisor I spoke with a month ago told me that, besides paying a monthly fee for additional boxes, I would have to sign a two-year contract. So, in addition to not wanting to pay additional costs, I also do not want to sign any such contract.I appreciate your offer to set up a technician visit. Before doing that, however, I request written stipulations in detail so that you and I do not have to spend more time going back and forth to clarify details. I look forward to your response and trust that you understand that I am not paying Dish invoices now because I have not had the use of my other two tvs since your technician replaced my box and thus have lost about 80% of my tv viewing.
Sincerely,
[redacted]
January 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. You said you were told that three technician visits for technical issues needed to be completed before we would release you from your commitment. As you have met this requirement, you would like your service cancelled without penalty. A review of your account does not reveal a record of ongoing technical issues that have been reported. The only mention of technical issues was made when you contacted us to disconnect your account. As a courtesy, several technician visits were scheduled for you without troubleshooting the issue first. When I spoke with you by telephone on January 18, 2017, I scheduled a free technician visit for Saturday, January 19, 2017. The technician found that [redacted] interrupted your satellite service when they installed the internet service. It was corrected at the time. I also provided you with one month free of the America’s Top 120 Plus package ($59.99) for the inconvenience. Additionally, the notes on the account indicate that you also requested to be released from the 24-month agreement because you were being deployed. We requested a copy of your deployment papers, but we have not received them. As no ongoing technical issues have occurred and as we have not received a copy of your deployment paperwork, your commitment remains valid. 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] cc: [redacted]
[redacted]
[redacted] [redacted]
December 13, 2017 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 4, 2017, we received your complaint, dated December 3, 2017, filed with the Revdex.com. You indicated that your Refer-a-Friend certificate did not work since you initiated your account and now you are not eligible for the rewards. I apologize for the confusion and we have re-activated the certificate. When I spoke with you by telephone today, you informed me that both you and the person who referred you redeemed the offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 30, 2016 Dear Mrs. [redacted]: On September 27, 2016, we received your complaint, dated September 24, 2016, filed with the Revdex.com. You continue to dispute the early termination fee due to the temporary loss of your local Fox and CW channels. You also mentioned the customer service you received. As previously advised, this account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if the commitment is not fulfilled. It is disclosed in your signed DHA agreement (copy enclosed) that we reserve the right to change programming, prices and packages at any time. The early termination fee remains valid. We apologize that you were not satisfied with the customer service you received. 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 ###-###-#### Enclosure
August 16, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. You said that you initiated your DISH Network account under our price guarantee promotion, but your monthly rate...
increased. When we spoke, I advised you that your price guarantee only applied to your core programming package and your DVR fee. When you disconnected your account on August 12, 2016, you were still receiving the price guarantee promotion. Your monthly rate fluctuated, however, when you removed automatic payments from your account ($10.00 monthly discount) and when the monthly courtesy credit ($20.00 for ten months) ended. As your monthly rate was correct for the service you were receiving, we are unable to honor your request to waive your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
January 23, 2018 Mr. [redacted] .* [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 15, 2018, we received your complaint, dated January 13, 2018, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 17, 18 and 19, 2018, were unsuccessful; however, I left three messages. I also sent an email to [redacted] You mentioned the following concerns: · Account credits · Monthly rate · Local channels · Pay-Per-View (PPV) channel locks · Equipment return · Advertisement · Refund request You expressed concern that DISH Network no longer provides “customer satisfaction” discounts. You indicated that your account would be reduced to offset higher prices and although you were quoted a certain amount, your monthly rate would be higher. A review of your account shows that monthly credits ranging from $15.00 to $50.00 were applied to your account. When the credits expired after a certain number of months (e.g., six, ten and 12 months), your monthly rate increased by the amount of the expired monthly credit. As we also experience price increases, we cannot guarantee the monthly rate quoted with the monthly credits provided. Only the amount of the credit and length of time that it is applied is guaranteed. We decided as a business to no longer provide large amounts of credits; instead, we make offers with new customer pricing available to our existing customers. You maintain that the monthly rate of $74.99 that was promised when you agreed to a new 24-month commitment was not honored. On June 1, 2017, you took advantage of our Preferred Customer Offer. This offer provides the same package pricing and a two-year guarantee that is available to new customers. You accepted the offer and the associated 24-month commitment through our automated phone system. A review of the customer service call from June 1, 2017, found that the monthly rate that was quoted was $79.94 for the following services: · America’s Top 120 Plus $49.99 (regularly $67.99) · Hopper DVR service fee $15.00 · Local channels $12.00 (previously $10.00) · Joey receiver ...⇄ $7.00 The $79.94 monthly rate includes a monthly discount of $5.00 for enrollment in eAutoPay. [redacted] was added through your online DISH Network account on July 18, 2017, for $10.00 a month. This made your monthly rate $89.94. This, along with the PPVs ordered on your account, have resulted in higher monthly bills. [redacted] and eAutoPay were removed from your DISH Network account on December 3, 2017. As a result, the monthly $5.00 eAutoPay discount was forfeited. DISH Network experienced a $3.00 price increase for the America’s Top 120 Plus and a $2.00 price increase for local channels on January 16, 2018. Because of the Preferred Customer Offer on your account, the rate for the America’s Top 120 Plus did not change and you were provided with a $2.00 credit to offset the local channel increase for the duration of your term commitment. Your service was interrupted for non-payment on January 12, 2018, and is scheduled to be fully disconnected on February 11, 2018, if a payment is not received. Please be advised that an early termination fee of $170.00 will apply if your term commitment is not fulfilled. Should you choose to restart your service, you will be billed the current monthly rate of $84.49. If you re-enroll in eAutoPay, your monthly rate will be $79.49 due to the addition of the $5.00 monthly discount. You expressed concern with the monthly charge for local channels. Please note that you are not required to subscribe to this, and these channels may be removed from your account at any time. You said that DISH Network does not offer channels locks. Please note you have the option to add channel locks for PPV channels. You declined to return our equipment. We will provide boxes for the return of our receivers and remotes within ten days from the date of disconnection. If the equipment is not returned, you will be charged unreturned equipment fees. Enclosed is a copy of our Residential Customer Agreement wherein this is disclosed. You expressed concern with our advertisements and you provided a web link from our website (www. dish.com). The web link that you provided was for a new customer offer, which is now expired. You requested a refund. The charges that were applied to your account are valid for the services that you received; therefore, no refund is due. 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 Enclosure (will be included in mail due to size of attachment) cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 24, 2016 Ms. [redacted] [redacted]
Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 20, 2016, filed with the Revdex.com. You expressed concern with the removal of Russian programming from DISH Network’s channel lineup. You do not agree with the early termination fee to disconnect your service. Your service was activated on December 4, 2014, with a 24-month commitment. We regret any inconvenience; however, DISH Network reserves the right to add, delete, rearrange and/or change any and all programming and/or programming packages. When I spoke with you by phone today, I advised you that I made an exception and waived your term commitment. As you requested, I disconnected your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/07/16) */
July 15, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed with the...
Revdex.com.
You said that your account was paid in full when it was canceled. You expressed concern regarding the balance due and not being eligible for service.
When we spoke, I explained that the last payment you made paid for your service from August 4, 2013, to September 3, 2013. We did not receive any contact from you and your account was closed due to nonpayment on October 15, 2013. I advised you that we consider the balance to be valid. Per your request, I have enclosed copies of your billing statements from August 2013 to October 2013.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (4200, 12, 2015/08/21) */
[redacted]Document Attached[redacted]
Dear Revdex.com, please don't close the case. I received a bill from Dish. The total amount due includes the service for those days for which I didn't even have the service. The total amount due $161.94 includes charges from 10/04/2013 to 11/03/2013 and as far as I remember my service was suspended starting in late September or early October and it was finally cancelled by Dish on October 15th. Please see image of the bill attached. The correct amount that is due is $80.97 which I still believe includes the days that I didn't have the service but I am willing to pay it to settle this account.
Final Business Response /* (4000, 14, 2015/08/28) */
August 24, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 24, 2015, we received your rebuttal, dated August 21, 2015, filed with the Revdex.com.
You said that you are being billed for services that you didn't receive and you asked that the balance due be reduced to $80.97.
As I stated in my previous correspondence, the last payment you made paid for your service from August 4, to September 3, 2013. Your service continued until October 15, 2013, at which point your account was closed due to nonpayment. I have enclosed your July 19 and November 1, 2013, billing statements for your records. The July 2013 billing statement is the bill you last paid and the November 1, 2013, billing statements reflects your final balance of $116.22 and it reflects the credit you received from October 15 to December 3, 2013.
We consider the balance of $116.22 to be accurate.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 29, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 26, 2016, we received your complaint, dated February 25, 2016, filed with the Revdex.com. You disputed the balance reported on your credit file. When I spoke with your sister-in-law, Ms. [redacted], I advised her that our records indicate that your DISH Network account is linked to your Social Security Number and therefore, cannot be transferred to Ms. [redacted] without her qualifying for her own account. Our records indicate that Ms. [redacted] was listed on the billing address but as she never qualified for her own account, you remain the account holder. I advised Ms. [redacted] that the balance is valid and we expect it to be paid, but that I would request that the collection company ceases contact with you. While we regret any inconvenience this issue may have caused, we are unable to reverse the balance or remove it from your name from the 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: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...