Tell us why here...October 25, 2016 Dear Mr. [redacted]: On October 13, 2016, we received your complaint, dated October 13, 2016, filed with the Revdex.com. My attempts to reach you by phone on October 21, 24 and 25, 2016, have been unsuccessful; however, I was...
able to leave a voice message on each attempt. You said that you agreed to our two-year price lock; however, your rate was increased after a year. You asked that we honor the two-year price lock. A review of your account reveals that you placed your order for our service through Go Dish.com (###-###-####). I forwarded a copy of your complaint to them, but we were unable to validate your claim. We will honor the two-year price lock. I added a $70.00 credit to your account for the two months you didn’t receive the promotional credit, and I added a $35.00 monthly credit for the next ten months. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Initial Business Response /* (1000, 5, 2015/08/25) */
August 12, 2015
[redacted]
XXXXX[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 11, 2015, we received your complaint, dated August 10, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the usage limitations because you were not told that our On Demand services required an internet connection.
Your TV and internet services were activated on August 1, 2015, with a 24-month commitment for each service.
Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
We appreciate that you brought your concerns regarding the internet service to our attention so that we may address them internally with the appropriate personnel.
When I spoke with you by phone on August 11, 2015, I advised you that I waived the term commitment for your internet service. As you requested, I canceled the service. Please note that your TV service will continue as normal.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/10/05) */
October 1, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 25, 2015, we received your complaint, dated September 24, 2015, filed with...
the Revdex.com.
You expressed concern with the debit of $24.95 that was applied to your credit card account. You maintain that the debit was not disclosed and it caused you to incur overdraft fees. You also maintain that you were not aware that you were establishing service through a retailer.
Your service was established on August 19, 2015, with a 24-month commitment through Infinity Sales Group LLC (XXX-XXX-XXXX), an independent company.
A review of the sales call recording found that the agent told you a one-time processing fee of $49.99 from Infinity would apply. However, the agent agreed to reduce the fee to $24.95 and provide a $50.00 gift card. You agreed to proceed with the order.
When I spoke with you by phone on October 1, 2015, I advised you that while DISH Network did not debit the funds, we provided you with a total refund of $88.99 to reimburse you for the debit of $24.95 and the overdraft fees incurred. We also provided you with account credits totaling $80.00. As you expressed dissatisfaction with our service, I offered to waive your 24-month commitment and disconnect your service. You indicated that you would contact me directly if you choose to accept this offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First I do not agree with the agent telling me he was from infinity and second my bank card was never credited 88.99$ and yes I received the 80.00 to my dish account but then was taken off within a week or two when my bill was not even due yet because I already paid dor that month. My bank account was credit around 50.00$ the 5.00$ a DAY it was overdrawn until the money got put back into my account was never paid by dish or anyone affiliated with dish services. And yes I have cancelled my services with dish as I am not a satisfied customer.
Final Business Response /* (4000, 10, 2015/10/20) */
October 13, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with the Revdex.com.
You maintain that you did not receive a refund of $88.99. You also stated that you were not told you were establishing DISH Network service through Infinity Sales Group LLC.
A previously advised, a review of the sales call revealed the sales agent disclosed that a processing fee of $24.95 would apply through Infinity Sales Group LLC.
While the bank fees that you incurred were not caused by DISH Network, we made an exception and applied credits totaling $80.00 to your DISH Network account and provided a total refund of $88.99 to your credit card account in the following increments:
$44.01 on September 16, 2015
$5.99 on September 16, 2015
$38.99 on September 24, 2015
When I spoke with you by phone on October 5, 2015, I made an exception and waived your 24-month commitment. I also disconnected your service.
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:I was assured, by the gentleman, that the form I was signing was to be turned in and THEN there would be a determination on the damages. He lead me to believe the form was nothing more than a sort of time sheet for him to turn in to get paid for his time. I would have never signed any form waiving the fact or the liability of the damages, that would be fraudulent because they are responsible, I am not . Yes, I have a copy of a form with what appears to be my signature on it. I would have never said the hole 5 feet up my wall and so close to the window you couldn't even mount a tv there was no big deal. My home is a log home, you can not correct that kind of a mistake with a cheap and simple fix.
Sincerely,
[redacted]
[redacted] Dear Mr. [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. You said that you are experiencing technical issues and you expressed concern with the cost of a technical visit. You also indicated that you currently pay monthly receiver fees. When we spoke on November 1, 2017, I informed you that I waived the $10.00 technician visit fee from your account. Our records show that the technician visit was completed on November 2, 2017. Please note that we offer a 60-day warranty from the original installation date. The cost for a technician visit after this date is $95.00. However, if you subscribe to DISH Protect Silver for $8.99 per month, the technician visit is discounted to $10.00. I advised you that we charge monthly receiver fees based on the number of receivers active and the receiver function. You have a Hopper 3 and a Joey receiver active on your account. These monthly receiver fees total $17.00 with the DVR discount for 24 months. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com. You maintain that you were provided an offer, but when you called back the offer was no longer available to you. You indicated that you have experienced technical issues and they haven’t been corrected. You also mentioned that your yard was dug up. Our records reveal that we have attempted many times to address your technical issues. We have scheduled several technical visits that you have canceled. We have also applied numerous credit adjustments to your account. No further technician visits or account credits will be provided. On March 3, 2016, you were offered a 30% discount on your programming. Since you did not accept the offer during that call, when you called the following day to inquire, it was no longer available. Please note that the Office of The President is an existing department and the final destination of our escalation process. It is not the department that addresses Revdex.com complaints. The issue with your yard was resolved. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
January 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. You said you agreed to a bundle service with satellite TV, phone and internet services for the monthly price of $150.00 per month. You disputed the amount collected with Credit Card AutoPay (CCA) and the early termination fees. I attempted to reach you at [redacted] on January 18, 19 and 20, 2016. I left two voice messages. Today a woman answered my call; however, she was unable to take a message. You initiated your satellite TV service under the Digital Home Advantage (DHA) promotion with a 24- month commitment on February 10, 2015. I have enclosed a copy of your signed DHA agreement. Since you agreed to the term commitment, we provided you with a monthly discount of $35.00 for 12 months and the Protection Plan free for six months. We also provided you with free equipment and a free installation. When the free service and credits ended, you were billed the regular price. You established phone and internet service on December 9, 2015, with a separate 24-month commitment. Because you previously had satellite TV service, we provide you with an additional monthly $35.00 bundle discount. You previously subscribed to the following services: America’s Top 200 package $74.99 Encore Movies $6.00 Epix ...⇄ $0.00 (free for 12 months) Two Joey receivers $14.00 ($7.00 per Joey) dishNET internet 7Mbps $49.99 Primary phone $35.00 The monthly billing rate before tax, surcharges and discounts was $179.98. Please note that when service is added, a prorated charge will apply. A review of your account shows that the billing is accurate. Because you canceled the internet services, you were billed $230.00 for the early termination fee. You also canceled the TV service and the phone service remains active. The early termination fee for the TV service is $260.00. When you agreed to CCA, you authorized DISH Network to collect the full amount due for service. The payment of $268.74 was collected on January 10, 2016, which included the $230.00 early termination fee. Although the early termination fee for the internet and TV service is valid, I made an exception and waived these fees. I submitted a refund of $230.00. Please allow five business days for processing. We ask that the leased equipment be returned to DISH Network to prevent unreturned equipment fees from applying to your account. A return box with label will be delivered to your home by UPS. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
September 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 8, 2015, we received your correspondence, dated...
September 7, 2015, filed with the Revdex.com.
You stated that you contacted DISH Network regarding the recent change to your billing due date. You requested that you retain your due date of the 5th of the month. You were assured that the change would be made, but your payment was drafted on the 31st. You requested a credit for five extra days of service.
When we spoke today, I explained that you were still being billed for the same number of service days so a credit was not due. I offered to return your due date to the 5th of the month. 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 /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative from Dish refused to provide credit for moving up the bill payment date 5 days without my authorization, stating that I was still being billed for the same number of billing days. She offered to change the billing date back to the original date, which I did accept.
However, I prompty received the following email -
Account Number: [redacted]
Dear [redacted],
According to our records, you recently requested to change your bill due date.
It will take two months for this change to go into effect. Your next bill will cover the service period from XXXX-XX-XX-XXXX-XX-XX and will be due on XXXX-XX-XX. If this service period is shorter than 30 days, the amount due will be a bit less than you usually pay; if it is longer than 30 days, the amount due will be a bit more.
The following bill you receive will reflect your new bill due date and will resume normal monthly charges. The actual bill due date will vary slightly depending on the month.
On 9/22/15, I received a partial bill in the amount of $43.73 due on Oct 5, 2015. So despite Dish's claim that the number of service days did not change, clearly they did - otherwise it would not be necessary to bill on a partial basis to set the due date back to the 5th of each month. At this time, it's not possible for my to calculate the overcharge, due to the tqo month waiting period to switch the billing date back to the 5th. The partial billing for September is proof positive of Dish's deceptive billing practices.
Final Business Response /* (4000, 9, 2015/10/07) */
October 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com.
You continue to dispute DISH Network's recent billing date change. You expressed concern that you are losing five days of service in your billing cycle. Although we are restoring your original billing date, you continue to request a credit.
When we spoke on September 30, 2015, we reviewed the billing date change. As a courtesy, I agreed to provide a credit of $43.73 on your current bill. 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]
Complaint: [redacted]
I am rejecting this response because: I have tried that a couple of times. They wind up between 60-90 minutes fruitless calls of the customer service stating to call her back directly, so do the emails that I sent customer service. [redacted] returns again on Aug 8 and I understand that she does not have access to phone or email until then. She did call me in July, I returned her call and emailed her the same day but she was already out of the office for a few weeks. If you wish to contact me, this would probably be a lot easier than me being transferred a bunch of times to no avail. Thank you.
Sincerely,
[redacted]
[redacted] Dear Mrs. [redacted]: On January 24, 2018, we received your complaint, dated January 23, 2018, filed with the Revdex.com. You expressed concern with the appointment that was scheduled for an upgrade for your HughesNet service. You stated you were told that a technician would be sent on January 23, 2018, but the technician missed the appointment. You said that when you checked your online account, the appointment was scheduled for January 30, 2018. You requested a credit for the time without service. You also expressed dissatisfaction with our Customer Service Department. Our records confirm that the installation appointment was scheduled for January 30, 2018. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. We apologize for any inconvenience this issue may have caused. When I spoke with you by phone on January 26, 2018, I advised you that the scheduled date was the soonest available. I applied a credit of $143.52 to your account for your inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
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]
October 5, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said you experienced technical issues with the service. You disputed the early termination fee and requested a...
refund. Our records reveal that the early termination fee was waived on October 2, 2016. When we spoke on October 4, 2016, I advised you that I removed the balance of $39.75 from your account. This is for the equipment return fees. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to you address by UPS. We are unable to honor your refund request. We strive to provide excellent service and regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
September 7, 2016 Dear Ms. [redacted]: On September 2, 2016, we received your rebuttal, dated September 1, 2016, filed with the Revdex.com. You maintain that you did not make the payments applied to your DISH Network and bank account. Please refer to my previous response wherein I explained that three payments were received: one, for $283.79, was processed manually through your online account on July 20, 2016, and two, $283.79 and $10.02, were made manually through your receiver on July 22, 2016. Emails were sent on July 20 and 22, 2016, to [redacted], confirming that these payments were received. One refund of $283.79 was sent to you on August 9, 2016, and the other two payments were declined by your bank. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
October 11, 2016 Dear Ms. [redacted]: On October 5, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. When we spoke, I advised you...
that our records indicate that you disconnected your account due to technical issues. The agent with whom you spoke offered to troubleshoot your issue, but you declined. As DISH Network was not provided any opportunity to resolve your technical issue, 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
February 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 14, 2016, filed with the Revdex.com. You maintain that when you added an additional receiver to your account on July 5, 2015, you made a verbal agreement that there was no commitment included. You also stated that you were told that your monthly bill would be $75.00 per month. After reviewing your July 5, 2015, call, we found that the agent disclosed the 24-month commitment and you did not dispute it. There was no verbal agreement for service without a commitment. In addition, the agent didn’t tell you that the monthly bill would be $75.00 per month, but he provided you with a $5.00 credit for six months. However, the credits did not post to the account; therefore, I applied a lump-sum credit of $30.00 for the six months that you did not receive the credit. The agent also informed you that the previous bill was $65.80 after the credits. Your service is regularly priced at $117.99 plus tax a month. You have received a monthly $40.00 courtesy credit since August 25, 2014, which expired on your November 19, 2015, billing statement and you are now billed at the regular rate. I am unable to honor your request to continue to reduce your price; therefore, I released you from the 24-month agreement and I removed the $340.00 early termination fee. When I spoke with you by telephone today, I informed you that the remaining balance is $60.37 because the $73.76 payment made on January 6, 2016, did not cover the full balance and it carried over to the next month’s bill. Following our conversation, you called in and reduced your programming package to the America’s Top 120 Plus and you restarted your account with a minimal payment of $28.31. The agent you spoke with provided you with a $30.00 credit for six months. Although restarting the service did not include an additional commitment, it reinstated the original commitment, which does not expire until July 12, 2017. I’ve enclosed a copy of your agreement for the 24-month commitment for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your correspondence, dated...
September 24, 2015, filed with the Revdex.com.
You expressed concern with the increased programming rate after the first year and with the state and local taxes.
When we spoke today, you said you do not want to speak with DISH Network.
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment we provided you with free equipment, free installation and with free and discounted service.
You subscribe to the America's Top 120 Plus package at $64.99 per month before the applicable 6% state sales tax and the 11.44% unique state sales tax rate for Florida.
You received a monthly discount of $25.00 for 12 months, HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for six months.
In January 2015, DISH Network experienced a $5.00 price increase for the America's Top 120 Plus package. To offset the increase, a $5.00 price protection credit was applied to your account for six months. When the free service and credits ended, you were billed the regular program price. The monthly rate is correct and the applicable state and local taxes have applied.
Please note that your monthly billing statements show the billing rate and the promotional credit countdown.
As a courtesy, I made an exception and applied a one-time credit of $10.00 to your account. I also added a $5.00 monthly credit for ten months. These credits offset the $5.00 price increase for one year.
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]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 1, 2015, we received your correspondence, dated April 30, 2015, filed with the Better...
Business Bureau.
You stated that dishNET billed you $350.00 for an early termination fee. You indicated that you were provided incorrect information regarding the balance owed on your account and due to financial hardship you were forced to disconnect your service. You requested that your early termination fee be waived and removed from collections.
When we spoke today, I agreed to waive your early termination fee. 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.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: as as stated in my rebuttal, I refuse to give business to a company that speaks to me in the rude manner of which you did. You have completely ignored that portion of my rebuttal. You work with frustrated people all the time and should know better than to speak to a customer the way you did to me. For that reason, I wish to exit my contract with dish and you to waive the cancellation fee. You are condescending and rude to work with. Poor excuse for a person who works with public.
Sincerely,
[redacted]
April 20, 2016 Ms. [redacted] Freeland, PA 18224 Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted] : On April 19, 2016, we received your complaint, dated April 18, 2016, filed with the Revdex.com. You expressed concern with the programming offer that was made to you by DISH Network. You maintain that you were not given sufficient time to accept or decline the offer. You would like the offer added to your account and for DISH Network to provide additional compensation. Our records reveal that we offered to provide you with 30% off of your core programming costs for the next five years. This offer was initially made to you and your father on February 25, 2016. Since the offer was not accepted at that time, it is no longer available. When I spoke with you by phone today, I advised you that I am willing to apply the offer to your account. You accepted. This offer will reduce your monthly rate to $73.67. We are unable to honor your request for additional compensation. As a condition of this offer, we ask that you limit all unnecessary contact with our Customer Service Department. DISH Network offers many ways to self-service your account by logging on to mydish.com, using our automated phone system, or by downloading our mobile application. While live agents will always be here for you if you experience technical issues, we ask that you not call DISH Network more than one time per month for non-technical reasons. We also request that your monthly bill be paid on time each month. Please be advised that your account does not qualify for any additional offers or discounts. If the repeated contact to our Customer Service Department continues, your service will be disconnected. 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]
Tell us why here...October 25, 2016 Dear Mr. [redacted]: On October 13, 2016, we received your complaint, dated October 13, 2016, filed with the Revdex.com. My attempts to reach you by phone on October 21, 24 and 25, 2016, have been unsuccessful; however, I was...
able to leave a voice message on each attempt. You said that you agreed to our two-year price lock; however, your rate was increased after a year. You asked that we honor the two-year price lock. A review of your account reveals that you placed your order for our service through Go Dish.com (###-###-####). I forwarded a copy of your complaint to them, but we were unable to validate your claim. We will honor the two-year price lock. I added a $70.00 credit to your account for the two months you didn’t receive the promotional credit, and I added a $35.00 monthly credit for the next ten months. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Initial Business Response /* (1000, 5, 2015/08/25) */
August 12, 2015
[redacted]
XXXXX[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 11, 2015, we received your complaint, dated August 10, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the usage limitations because you were not told that our On Demand services required an internet connection.
Your TV and internet services were activated on August 1, 2015, with a 24-month commitment for each service.
Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
We appreciate that you brought your concerns regarding the internet service to our attention so that we may address them internally with the appropriate personnel.
When I spoke with you by phone on August 11, 2015, I advised you that I waived the term commitment for your internet service. As you requested, I canceled the service. Please note that your TV service will continue as normal.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/10/05) */
October 1, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 25, 2015, we received your complaint, dated September 24, 2015, filed with...
the Revdex.com.
You expressed concern with the debit of $24.95 that was applied to your credit card account. You maintain that the debit was not disclosed and it caused you to incur overdraft fees. You also maintain that you were not aware that you were establishing service through a retailer.
Your service was established on August 19, 2015, with a 24-month commitment through Infinity Sales Group LLC (XXX-XXX-XXXX), an independent company.
A review of the sales call recording found that the agent told you a one-time processing fee of $49.99 from Infinity would apply. However, the agent agreed to reduce the fee to $24.95 and provide a $50.00 gift card. You agreed to proceed with the order.
When I spoke with you by phone on October 1, 2015, I advised you that while DISH Network did not debit the funds, we provided you with a total refund of $88.99 to reimburse you for the debit of $24.95 and the overdraft fees incurred. We also provided you with account credits totaling $80.00. As you expressed dissatisfaction with our service, I offered to waive your 24-month commitment and disconnect your service. You indicated that you would contact me directly if you choose to accept this offer.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First I do not agree with the agent telling me he was from infinity and second my bank card was never credited 88.99$ and yes I received the 80.00 to my dish account but then was taken off within a week or two when my bill was not even due yet because I already paid dor that month. My bank account was credit around 50.00$ the 5.00$ a DAY it was overdrawn until the money got put back into my account was never paid by dish or anyone affiliated with dish services. And yes I have cancelled my services with dish as I am not a satisfied customer.
Final Business Response /* (4000, 10, 2015/10/20) */
October 13, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On October 13, 2015, we received your complaint, dated October 12, 2015, filed with the Revdex.com.
You maintain that you did not receive a refund of $88.99. You also stated that you were not told you were establishing DISH Network service through Infinity Sales Group LLC.
A previously advised, a review of the sales call revealed the sales agent disclosed that a processing fee of $24.95 would apply through Infinity Sales Group LLC.
While the bank fees that you incurred were not caused by DISH Network, we made an exception and applied credits totaling $80.00 to your DISH Network account and provided a total refund of $88.99 to your credit card account in the following increments:
$44.01 on September 16, 2015
$5.99 on September 16, 2015
$38.99 on September 24, 2015
When I spoke with you by phone on October 5, 2015, I made an exception and waived your 24-month commitment. I also disconnected your service.
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:I was assured, by the gentleman, that the form I was signing was to be turned in and THEN there would be a determination on the damages. He lead me to believe the form was nothing more than a sort of time sheet for him to turn in to get paid for his time. I would have never signed any form waiving the fact or the liability of the damages, that would be fraudulent because they are responsible, I am not . Yes, I have a copy of a form with what appears to be my signature on it. I would have never said the hole 5 feet up my wall and so close to the window you couldn't even mount a tv there was no big deal. My home is a log home, you can not correct that kind of a mistake with a cheap and simple fix.
Sincerely,
[redacted]
November 6, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. You said that you are experiencing technical issues and you expressed concern with the cost of a technical visit. You also indicated that you currently pay monthly receiver fees. When we spoke on November 1, 2017, I informed you that I waived the $10.00 technician visit fee from your account. Our records show that the technician visit was completed on November 2, 2017. Please note that we offer a 60-day warranty from the original installation date. The cost for a technician visit after this date is $95.00. However, if you subscribe to DISH Protect Silver for $8.99 per month, the technician visit is discounted to $10.00. I advised you that we charge monthly receiver fees based on the number of receivers active and the receiver function. You have a Hopper 3 and a Joey receiver active on your account. These monthly receiver fees total $17.00 with the DVR discount for 24 months. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
March 22, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com. You maintain that you were provided an offer, but when you called back the offer was no longer available to you. You indicated that you have experienced technical issues and they haven’t been corrected. You also mentioned that your yard was dug up. Our records reveal that we have attempted many times to address your technical issues. We have scheduled several technical visits that you have canceled. We have also applied numerous credit adjustments to your account. No further technician visits or account credits will be provided. On March 3, 2016, you were offered a 30% discount on your programming. Since you did not accept the offer during that call, when you called the following day to inquire, it was no longer available. Please note that the Office of The President is an existing department and the final destination of our escalation process. It is not the department that addresses Revdex.com complaints. The issue with your yard was resolved. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
January 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your complaint, dated January 14, 2016, filed with the Revdex.com. You said you agreed to a bundle service with satellite TV, phone and internet services for the monthly price of $150.00 per month. You disputed the amount collected with Credit Card AutoPay (CCA) and the early termination fees. I attempted to reach you at [redacted] on January 18, 19 and 20, 2016. I left two voice messages. Today a woman answered my call; however, she was unable to take a message. You initiated your satellite TV service under the Digital Home Advantage (DHA) promotion with a 24- month commitment on February 10, 2015. I have enclosed a copy of your signed DHA agreement. Since you agreed to the term commitment, we provided you with a monthly discount of $35.00 for 12 months and the Protection Plan free for six months. We also provided you with free equipment and a free installation. When the free service and credits ended, you were billed the regular price. You established phone and internet service on December 9, 2015, with a separate 24-month commitment. Because you previously had satellite TV service, we provide you with an additional monthly $35.00 bundle discount. You previously subscribed to the following services: America’s Top 200 package $74.99 Encore Movies $6.00 Epix ...⇄ $0.00 (free for 12 months) Two Joey receivers $14.00 ($7.00 per Joey) dishNET internet 7Mbps $49.99 Primary phone $35.00 The monthly billing rate before tax, surcharges and discounts was $179.98. Please note that when service is added, a prorated charge will apply. A review of your account shows that the billing is accurate. Because you canceled the internet services, you were billed $230.00 for the early termination fee. You also canceled the TV service and the phone service remains active. The early termination fee for the TV service is $260.00. When you agreed to CCA, you authorized DISH Network to collect the full amount due for service. The payment of $268.74 was collected on January 10, 2016, which included the $230.00 early termination fee. Although the early termination fee for the internet and TV service is valid, I made an exception and waived these fees. I submitted a refund of $230.00. Please allow five business days for processing. We ask that the leased equipment be returned to DISH Network to prevent unreturned equipment fees from applying to your account. A return box with label will be delivered to your home by UPS. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
September 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 8, 2015, we received your correspondence, dated...
September 7, 2015, filed with the Revdex.com.
You stated that you contacted DISH Network regarding the recent change to your billing due date. You requested that you retain your due date of the 5th of the month. You were assured that the change would be made, but your payment was drafted on the 31st. You requested a credit for five extra days of service.
When we spoke today, I explained that you were still being billed for the same number of service days so a credit was not due. I offered to return your due date to the 5th of the month. 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 /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative from Dish refused to provide credit for moving up the bill payment date 5 days without my authorization, stating that I was still being billed for the same number of billing days. She offered to change the billing date back to the original date, which I did accept.
However, I prompty received the following email -
Account Number: [redacted]
Dear [redacted],
According to our records, you recently requested to change your bill due date.
It will take two months for this change to go into effect. Your next bill will cover the service period from XXXX-XX-XX-XXXX-XX-XX and will be due on XXXX-XX-XX. If this service period is shorter than 30 days, the amount due will be a bit less than you usually pay; if it is longer than 30 days, the amount due will be a bit more.
The following bill you receive will reflect your new bill due date and will resume normal monthly charges. The actual bill due date will vary slightly depending on the month.
On 9/22/15, I received a partial bill in the amount of $43.73 due on Oct 5, 2015. So despite Dish's claim that the number of service days did not change, clearly they did - otherwise it would not be necessary to bill on a partial basis to set the due date back to the 5th of each month. At this time, it's not possible for my to calculate the overcharge, due to the tqo month waiting period to switch the billing date back to the 5th. The partial billing for September is proof positive of Dish's deceptive billing practices.
Final Business Response /* (4000, 9, 2015/10/07) */
October 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com.
You continue to dispute DISH Network's recent billing date change. You expressed concern that you are losing five days of service in your billing cycle. Although we are restoring your original billing date, you continue to request a credit.
When we spoke on September 30, 2015, we reviewed the billing date change. As a courtesy, I agreed to provide a credit of $43.73 on your current bill. 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]
Complaint: [redacted]
I am rejecting this response because: I have tried that a couple of times. They wind up between 60-90 minutes fruitless calls of the customer service stating to call her back directly, so do the emails that I sent customer service. [redacted] returns again on Aug 8 and I understand that she does not have access to phone or email until then. She did call me in July, I returned her call and emailed her the same day but she was already out of the office for a few weeks. If you wish to contact me, this would probably be a lot easier than me being transferred a bunch of times to no avail. Thank you.
Sincerely,
[redacted]
January 30, 2018 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On January 24, 2018, we received your complaint, dated January 23, 2018, filed with the Revdex.com. You expressed concern with the appointment that was scheduled for an upgrade for your HughesNet service. You stated you were told that a technician would be sent on January 23, 2018, but the technician missed the appointment. You said that when you checked your online account, the appointment was scheduled for January 30, 2018. You requested a credit for the time without service. You also expressed dissatisfaction with our Customer Service Department. Our records confirm that the installation appointment was scheduled for January 30, 2018. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. We apologize for any inconvenience this issue may have caused. When I spoke with you by phone on January 26, 2018, I advised you that the scheduled date was the soonest available. I applied a credit of $143.52 to your account for your inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
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]
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]
October 5, 2016 Dear Ms. [redacted]: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said you experienced technical issues with the service. You disputed the early termination fee and requested a...
refund. Our records reveal that the early termination fee was waived on October 2, 2016. When we spoke on October 4, 2016, I advised you that I removed the balance of $39.75 from your account. This is for the equipment return fees. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. A return box and label will be delivered to you address by UPS. We are unable to honor your refund request. We strive to provide excellent service and regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
September 7, 2016 Dear Ms. [redacted]: On September 2, 2016, we received your rebuttal, dated September 1, 2016, filed with the Revdex.com. You maintain that you did not make the payments applied to your DISH Network and bank account. Please refer to my previous response wherein I explained that three payments were received: one, for $283.79, was processed manually through your online account on July 20, 2016, and two, $283.79 and $10.02, were made manually through your receiver on July 22, 2016. Emails were sent on July 20 and 22, 2016, to [redacted], confirming that these payments were received. One refund of $283.79 was sent to you on August 9, 2016, and the other two payments were declined by your bank. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
October 11, 2016 Dear Ms. [redacted]: On October 5, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. When we spoke, I advised you...
that our records indicate that you disconnected your account due to technical issues. The agent with whom you spoke offered to troubleshoot your issue, but you declined. As DISH Network was not provided any opportunity to resolve your technical issue, 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
February 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 14, 2016, filed with the Revdex.com. You maintain that when you added an additional receiver to your account on July 5, 2015, you made a verbal agreement that there was no commitment included. You also stated that you were told that your monthly bill would be $75.00 per month. After reviewing your July 5, 2015, call, we found that the agent disclosed the 24-month commitment and you did not dispute it. There was no verbal agreement for service without a commitment. In addition, the agent didn’t tell you that the monthly bill would be $75.00 per month, but he provided you with a $5.00 credit for six months. However, the credits did not post to the account; therefore, I applied a lump-sum credit of $30.00 for the six months that you did not receive the credit. The agent also informed you that the previous bill was $65.80 after the credits. Your service is regularly priced at $117.99 plus tax a month. You have received a monthly $40.00 courtesy credit since August 25, 2014, which expired on your November 19, 2015, billing statement and you are now billed at the regular rate. I am unable to honor your request to continue to reduce your price; therefore, I released you from the 24-month agreement and I removed the $340.00 early termination fee. When I spoke with you by telephone today, I informed you that the remaining balance is $60.37 because the $73.76 payment made on January 6, 2016, did not cover the full balance and it carried over to the next month’s bill. Following our conversation, you called in and reduced your programming package to the America’s Top 120 Plus and you restarted your account with a minimal payment of $28.31. The agent you spoke with provided you with a $30.00 credit for six months. Although restarting the service did not include an additional commitment, it reinstated the original commitment, which does not expire until July 12, 2017. I’ve enclosed a copy of your agreement for the 24-month commitment for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your correspondence, dated...
September 24, 2015, filed with the Revdex.com.
You expressed concern with the increased programming rate after the first year and with the state and local taxes.
When we spoke today, you said you do not want to speak with DISH Network.
Our records show that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Because you agreed to the term commitment we provided you with free equipment, free installation and with free and discounted service.
You subscribe to the America's Top 120 Plus package at $64.99 per month before the applicable 6% state sales tax and the 11.44% unique state sales tax rate for Florida.
You received a monthly discount of $25.00 for 12 months, HBO, Showtime, Starz, Cinemax and Blockbuster @Home free for three months, along with the Protection Plan free for six months.
In January 2015, DISH Network experienced a $5.00 price increase for the America's Top 120 Plus package. To offset the increase, a $5.00 price protection credit was applied to your account for six months. When the free service and credits ended, you were billed the regular program price. The monthly rate is correct and the applicable state and local taxes have applied.
Please note that your monthly billing statements show the billing rate and the promotional credit countdown.
As a courtesy, I made an exception and applied a one-time credit of $10.00 to your account. I also added a $5.00 monthly credit for ten months. These credits offset the $5.00 price increase for one year.
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]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
May 7, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 1, 2015, we received your correspondence, dated April 30, 2015, filed with the Better...
Business Bureau.
You stated that dishNET billed you $350.00 for an early termination fee. You indicated that you were provided incorrect information regarding the balance owed on your account and due to financial hardship you were forced to disconnect your service. You requested that your early termination fee be waived and removed from collections.
When we spoke today, I agreed to waive your early termination fee. 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.
It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: as as stated in my rebuttal, I refuse to give business to a company that speaks to me in the rude manner of which you did. You have completely ignored that portion of my rebuttal. You work with frustrated people all the time and should know better than to speak to a customer the way you did to me. For that reason, I wish to exit my contract with dish and you to waive the cancellation fee. You are condescending and rude to work with. Poor excuse for a person who works with public.
Sincerely,
[redacted]
April 20, 2016 Ms. [redacted] Freeland, PA 18224 Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted] : On April 19, 2016, we received your complaint, dated April 18, 2016, filed with the Revdex.com. You expressed concern with the programming offer that was made to you by DISH Network. You maintain that you were not given sufficient time to accept or decline the offer. You would like the offer added to your account and for DISH Network to provide additional compensation. Our records reveal that we offered to provide you with 30% off of your core programming costs for the next five years. This offer was initially made to you and your father on February 25, 2016. Since the offer was not accepted at that time, it is no longer available. When I spoke with you by phone today, I advised you that I am willing to apply the offer to your account. You accepted. This offer will reduce your monthly rate to $73.67. We are unable to honor your request for additional compensation. As a condition of this offer, we ask that you limit all unnecessary contact with our Customer Service Department. DISH Network offers many ways to self-service your account by logging on to mydish.com, using our automated phone system, or by downloading our mobile application. While live agents will always be here for you if you experience technical issues, we ask that you not call DISH Network more than one time per month for non-technical reasons. We also request that your monthly bill be paid on time each month. Please be advised that your account does not qualify for any additional offers or discounts. If the repeated contact to our Customer Service Department continues, your service will be disconnected. 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]