[redacted] Dear Mr. [redacted]: On July 17, 2017, we received your complaint, dated July 15, 2017, filed with the Revdex.com. You said that you were being charged for a receiver that was retrieved by a DISH Network technician. You also disputed the 24-month commitment associated with your equipment upgrade. When we spoke, I advised you that our records indicate that two receivers were installed during the technician visit to which you referred. Nonetheless, I made an exception and removed the receiver from your account and I waived the $199.00 unreturned equipment fee. As I explained, I reviewed your equipment upgrade call and found that you were advised of, and agreed to, the new 24-month commitment associated with your account. As such, we are unable to roll back your commitment to your original installation date. 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]
cc: [redacted]
[redacted]
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because:My service was installed on a Saturday. I called Dish the following Monday to inquire about my internet service. This was when I was informed I was not able to get the service I requested, so I cancelled immediately. Dish never upheld their end of the contract so I should not be held liable for any charges. The $10 equipment return fee was supposed ot have been waived per the rep at the president's office that I spoke with. I do not recall his name at this point.
Sincerely,
[redacted]
September 18, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 5, 2017, we received your complaint, dated September 2, 2017, filed with the Revdex.com. You said that you received a collection letter regarding an account that is not yours. You requested that we remove the debt from your name. When we spoke, I told you that we will meet your request and remove your information from our collection agency and your credit file. Keep in mind that it can take up to eight weeks for your credit file to be fully amended. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:I did call and talk to dish and had a talk with [redacted] on this issue and instead of wanting to help she made it clear that her company did nothing wrong and she was more concerned about how her company does no wrong when I explained to her how her companies customer service treated me was in inappropriate and I never received the contract until I ask her for it and I also asked her customer service dept it took me turning them into the Revdex.com to get my contract and results
Sincerely,
[redacted]
December 5, 2017 Mr. [redacted]
Re: Revdex.com Complaint # [redacted] ...
8[redacted]###-###-####663 Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 24, 2017, filed with the Revdex.com. You expressed concern with the date that your payment was taken from the bank and you requested a refund. When we spoke today, I advised you that two refunds were issued by a previous agent. On November 28, 2017, $492.27 was refunded to your credit card account ending in 1269, and on November 29, 2017, $105.00 was refunded to your credit card account ending in 7073. 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: 9:00AM to 5:30PM MST Monday - Friday ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 31, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 25, 2017, we received your correspondence, dated May 24, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on May 25, 30, and 31, 2017. I left three voice messages. You maintain you were not provided credit for the return of the leased equipment and you are owed a refund of $23.00. A review of your account reveals that your service was disconnected due to nonpayment on April 12, 2017. You were billed a total of $546.00 for the unreturned leased equipment. On May 16, 2017, one Hopper and two Joey receivers were removed from the account and a credit of $447.00 was applied, leaving a balance of $226.07. On May 24, 2017, the remaining $99.00 Joey fee was removed, leaving a balance of $120.63 for service rendered. Although the balance is valid, an exception was made and the programming fees were removed from your account. Your refund request cannot be honored. I regret that your experience did not meet your expectations. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted]
Initial Business Response /* (1000, 4, 201*/0*/20) */
May 1*, 201*
Mr. [redacted]
[redacted] Rd.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
*ear Mr. [redacted]:
On May 1*, 201*, we received your correspondence, dated May 14, 201*, filed with...
the Revdex.com.
You indicated that you have experienced ongoing and unresolved signal loss issues with your *ISH Network service since installation. You feel that this is a result of weak signal in your area. This led to you disconnect the service. You were charged an early termination fee but you have not been provided a copy of your contract. You requested that your early termination fee be waived and refunded.
When we spoke today, I agreed to waive your early termination fee. I explained that the charge was processed twice and I requested a refund for both payments. Additionally, I emailed a copy of your contract to [redacted].com. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
*ispute Resolution Specialist
Executive Escalations Team
*ISH Network, L.L.C.
Phone Hours: 2:4* pm to11:1* pm M*T, MON-*RI
([redacted]) [redacted]
cc: *enver / Boulder Revdex.com
1020 Cherokee St.
*enver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 201*/0*/21) */
*rom: *ave [redacted] (mailto:[redacted].com)
Sent: Thursday, May 21, 201* 11:06 AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref*-[redacted]-*-[redacted])
Gentlemen:
I am pleased to respond concerning my dispute with *ISH TV. I received a call and an e-mail from [redacted], dispute Resolution Specialist for *ISH TV. We had a good conversation and she had obviously done her homework, as she let me know that the disputed amount had been debited twice. (I had made my objection based only on the May 6 debit, unaware of the May 7 similar debit.) She said these would be reversed and I see, this morning, that both items have been credited back to my VISA credit card.
Thank you for your help. My praise goes out to Ms. [redacted] for her careful work.
December 7, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com.You said that your December 2017 bill was...
double your normal billing rate. You maintain that you were not notified that the promotional price was ending. You also expressed concern with the equipment return fee.Our records reveal that you established your account under the Digital Home Advantage (DHA) promotion. We provided you with a monthly credits totaling $37.00 for 24 months. These credits include the Intro Saving credit and the eBill AutoPay credit. When these credits ended, the regular price was applied. Under the DHA promotion, the customer agrees to return the leased equipment to DISH Network and bear all costs and expenses to do so. A return box and label will be delivered to your address by [redacted]. If you choose to return the equipment through a different provider, you are responsible for the shipping cost. I enclosed a copy of your signed DHA agreement for your records. When we spoke today, I informed you that we sent monthly billing statements to [redacted], which provided details of your account activity. These monthly statements included a countdown of the monthly credits you received (e.g., 1 of 24, 2 of 24). You disagreed with my explanation and you terminated the call. Per your request, your service was disconnected on December 2, 2017. You were only billed for service rendered through the disconnection date and for an equipment return fee. The billing is accurate. We ask that the final balance of $62.17 be paid. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082.Sincerely,Christina A[redacted]Dispute Resolution Specialist[redacted]Enclosurecc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David L[redacted]
8[redacted] Dear Mrs. [redacted]: On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com. You maintain that you have yet to receive a $200.00 gift card that was offered at the time of sale. You requested the gift card or a programming credit. You expressed dissatisfaction with your customer service experience. When we spoke today, you informed me that your husband called the customer service number for the gift card and he was told the $200.00 gift card was processed and you should receive it in a week. As a courtesy, I applied a one-time credit of $85.81 to your account for one month of service. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:Dish network has not yet agreed to pay for The damages to my home done by a Dish InstallerAs the Rep stated I have been contacted by Dish and they will come out to my Home to look at Damages on 3/12 This major damaged to my home by Dish Network has not been solved yet
March 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You maintain that you lost your credit card. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. You would like a free month of service, and to have your service restored. We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel. Your service was activated on February 5, 2016, with a 24-month commitment through our Flex 24 promotion. This is a pay-in-advance promotion that requires a payment to be received on or before the due date. An email was sent to you at [redacted]@GMAIL.COM on February 4, 2015, disclosing the terms and conditions of your promotion. Your account is currently enrolled in paperless billing and Credit Card AutoPay (CCA). As a result, a billing statement of $57.31 was provided via email on February 22, 2016, for the services from March 5, 2016, through April 4, 2016. Although the billing statement notified you that your credit card account would be debited on your March 3, 2016, due date, we were not notified that the credit card account on file was not valid. Enclosed is a copy of the billing statement for your review. Although we attempted to collect the funds on March 4, 2016, we received a declined response. We notified you via email regarding the declined response on March 5, 2016. Your service was also interrupted for non-payment on this date. When I spoke with Ms. [redacted] by phone today, I advised her that we are unable to honor your adjustment request. A payment is required to restore 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
March 14, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 6, 2018, we received your complaint, dated March 5, 2018, filed with the Revdex.com. You disputed the 24-month commitment required to upgrade your receivers. When we spoke, I made an exception and waived the 24-month commitment associated with your DISH Network account. We sincerely appreciate your business and regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 21, 2017 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On December 20, 2017, we received your complaint, dated December 17, 2017, filed with the Revdex.com. You once again requested compensation for the time your grandson spent with our installers and on the phone to obtain DISH Network service. As previously advised, we are unable to honor your request for compensation. We again apologize for any inconvenience that you experienced as a result of this issue. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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]
Complaint: [redacted]
I am rejecting this response because: This is a separate issue whiIe it is connected to it considering you gave us faulty equipment which is my complaint this time I expect a generous (on your part) agreement to rectify this. In addition your customer service department was incredibly rude to me when I tried to get this corrected directly.As far as compensation I expect FREE SERVICES for an extended period (60-90 days minimum)
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: You have still not addressed the original issue. I never asked for this protection plan in the first place. Your refusal to make this situation right in the first place has lead to the situation. I am simply standing on principal at this point. What you did to me is WRONG. I have no intention of changing my mind about this complaint as long as your company continues to defend this action. It's not about the money, although, it was hard earned money, wrongfully taken from my family. I would suggest that you look at the big picture and do the right thing instead of doubling down on a bad decision. Otherwise, this complaint will stay for anyone who considers using your company, to view. As it should. Learn something about customer service. I have worked in retail for well over a decade and would never even consider treating a customer this way. I want customers to feel they are treated fairly, adding charges for unwanted services is not fair. I hope common sense enters in somewhere, but by now I don't expect it. I am amazed at the length your company is willing to go to keep money you took from me for a service I never asked for. Unbelievable, and still NOT ACCEPTABLE.
Sincerely,
[redacted]
February 16, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 13, 2017, we received your complaint, dated February 12, 2017, filed with the Revdex.com. You said you were advised that your monthly rate would remain the same for 24 months, but your rate increased by $5.00 per month. When we spoke, I advised you that I reviewed your sales call and found there may have been some confusion about your programming package. You contacted us about an advertisement for the Flex Pack, but you received the Smart Pack instead. As the Smart Pack does not qualify for the 24-month Price Guarantee promotion, your monthly rate increased by $5.00 in January 2017. As I explained, I applied a monthly $5.00 credit for 24 months and I waived the 24-month commitment associated with your account. We sincerely regret any confusion this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
November 1, 2016 Dear Mr. [redacted]: On October 25, 2016, we received your complaint, dated October 21, 2016, filed with the Revdex.com. You indicated that the cable for your installation service was not buried. You also expressed dissatisfaction with the...
customer service you received while you were attempting to resolve your concerns. When I spoke with you by phone on October 31, 2016, you indicated that the cable was buried on October 24, 2016. I made an exception and waived your internet term commitment. You may disconnect this service without penalty at any time. The 24-month commitment for your TV service will still apply. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel. We apologize for any inconvenience this issue may have caused. 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: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
Tell us why here...June 29, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On June 29, 2016, we received your rebuttal, dated June 24, 2016, filed with the Revdex.com. You said that you filed for ID theft with us when you found an account in your name. You stated that you sent in the necessary documentation. I contacted our ID Theft Team and they advised me that they have not received any documentation from you. Please resubmit the requested documentation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Initial Business Response /* (1000, 5, 2015/07/24) */
July 23, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 14, 2015, we received your complaint, dated July 13, 2015, filed with the...
Revdex.com. My attempts to reach you by phone on July 17, 22 and 23, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you sent in a payment of $87.23 and didn't receive credit for it. You request that your payment be applied to your account and to be compensated for your inconvenience.
Your payment was located and applied to your DISH Network account on July 19, 2015. We provided you with a one month credit of $87.23 and we waived your $7.00 late fee and $9.00 Promise-To-Pay fee as compensation for the issue.
We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near 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]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is stated that I was given a one month credit which is not true. I just received my bill from Dish and what they are saying was a credit given was actually my payment for the next payment period (period 7/9 to 8/8) of $87.23. I made payment with a check ([redacted]) on 7/11/15. That payment was taken out of my checking account on 7/20/15. There was no month credit given to my account. My statement that I just received in the mail has a due date of 8/8/15 so I am not getting a credit for that period either. He states that my payment was located and applied to my account which is true and I was given the other credits he stated except the one month credit. I feel if you are going to say that you are going to provide me with a month credit I should be given it.
Final Business Response /* (4000, 9, 2015/08/12) */
August 3, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 3, 2015, we received your rebuttal, filed with the Revdex.com, dated July 31, 2015.
You said that you have not received a credit of $87.23.
Your bill is printed and mailed on the 24th of each month. The credit we provided you with was applied on July 28, 2015. You will see the credit reflected on your August 24, 2015, billing statement.
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]
July 21, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On July 17, 2017, we received your complaint, dated July 15, 2017, filed with the Revdex.com. You said that you were being charged for a receiver that was retrieved by a DISH Network technician. You also disputed the 24-month commitment associated with your equipment upgrade. When we spoke, I advised you that our records indicate that two receivers were installed during the technician visit to which you referred. Nonetheless, I made an exception and removed the receiver from your account and I waived the $199.00 unreturned equipment fee. As I explained, I reviewed your equipment upgrade call and found that you were advised of, and agreed to, the new 24-month commitment associated with your account. As such, we are unable to roll back your commitment to your original installation date. 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]
cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:My service was installed on a Saturday. I called Dish the following Monday to inquire about my internet service. This was when I was informed I was not able to get the service I requested, so I cancelled immediately. Dish never upheld their end of the contract so I should not be held liable for any charges. The $10 equipment return fee was supposed ot have been waived per the rep at the president's office that I spoke with. I do not recall his name at this point.
Sincerely,
[redacted]
September 18, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On September 5, 2017, we received your complaint, dated September 2, 2017, filed with the Revdex.com. You said that you received a collection letter regarding an account that is not yours. You requested that we remove the debt from your name. When we spoke, I told you that we will meet your request and remove your information from our collection agency and your credit file. Keep in mind that it can take up to eight weeks for your credit file to be fully amended. 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]
Complaint: [redacted]
I am rejecting this response because:I did call and talk to dish and had a talk with [redacted] on this issue and instead of wanting to help she made it clear that her company did nothing wrong and she was more concerned about how her company does no wrong when I explained to her how her companies customer service treated me was in inappropriate and I never received the contract until I ask her for it and I also asked her customer service dept it took me turning them into the Revdex.com to get my contract and results
Sincerely,
[redacted]
December 5, 2017 Mr. [redacted]
Re: Revdex.com Complaint # [redacted] ...
8[redacted]###-###-####663 Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 24, 2017, filed with the Revdex.com. You expressed concern with the date that your payment was taken from the bank and you requested a refund. When we spoke today, I advised you that two refunds were issued by a previous agent. On November 28, 2017, $492.27 was refunded to your credit card account ending in 1269, and on November 29, 2017, $105.00 was refunded to your credit card account ending in 7073. 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: 9:00AM to 5:30PM MST Monday - Friday ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 31, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 25, 2017, we received your correspondence, dated May 24, 2017, filed with the Revdex.com. I attempted to reach you at [redacted] on May 25, 30, and 31, 2017. I left three voice messages. You maintain you were not provided credit for the return of the leased equipment and you are owed a refund of $23.00. A review of your account reveals that your service was disconnected due to nonpayment on April 12, 2017. You were billed a total of $546.00 for the unreturned leased equipment. On May 16, 2017, one Hopper and two Joey receivers were removed from the account and a credit of $447.00 was applied, leaving a balance of $226.07. On May 24, 2017, the remaining $99.00 Joey fee was removed, leaving a balance of $120.63 for service rendered. Although the balance is valid, an exception was made and the programming fees were removed from your account. Your refund request cannot be honored. I regret that your experience did not meet your expectations. 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]
Initial Business Response /* (1000, 4, 201*/0*/20) */
*-[redacted]-*-[redacted])
May 1*, 201*
Mr. [redacted]
[redacted] Rd.
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
*ear Mr. [redacted]:
On May 1*, 201*, we received your correspondence, dated May 14, 201*, filed with...
the Revdex.com.
You indicated that you have experienced ongoing and unresolved signal loss issues with your *ISH Network service since installation. You feel that this is a result of weak signal in your area. This led to you disconnect the service. You were charged an early termination fee but you have not been provided a copy of your contract. You requested that your early termination fee be waived and refunded.
When we spoke today, I agreed to waive your early termination fee. I explained that the charge was processed twice and I requested a refund for both payments. Additionally, I emailed a copy of your contract to [redacted].com. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
*ispute Resolution Specialist
Executive Escalations Team
*ISH Network, L.L.C.
Phone Hours: 2:4* pm to11:1* pm M*T, MON-*RI
([redacted]) [redacted]
cc: *enver / Boulder Revdex.com
1020 Cherokee St.
*enver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 201*/0*/21) */
*rom: *ave [redacted] (mailto:[redacted].com)
Sent: Thursday, May 21, 201* 11:06 AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref
Gentlemen:
I am pleased to respond concerning my dispute with *ISH TV. I received a call and an e-mail from [redacted], dispute Resolution Specialist for *ISH TV. We had a good conversation and she had obviously done her homework, as she let me know that the disputed amount had been debited twice. (I had made my objection based only on the May 6 debit, unaware of the May 7 similar debit.) She said these would be reversed and I see, this morning, that both items have been credited back to my VISA credit card.
Thank you for your help. My praise goes out to Ms. [redacted] for her careful work.
Sincerely, *. *. [redacted]
December 7, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com.You said that your December 2017 bill was...
double your normal billing rate. You maintain that you were not notified that the promotional price was ending. You also expressed concern with the equipment return fee.Our records reveal that you established your account under the Digital Home Advantage (DHA) promotion. We provided you with a monthly credits totaling $37.00 for 24 months. These credits include the Intro Saving credit and the eBill AutoPay credit. When these credits ended, the regular price was applied. Under the DHA promotion, the customer agrees to return the leased equipment to DISH Network and bear all costs and expenses to do so. A return box and label will be delivered to your address by [redacted]. If you choose to return the equipment through a different provider, you are responsible for the shipping cost. I enclosed a copy of your signed DHA agreement for your records. When we spoke today, I informed you that we sent monthly billing statements to [redacted], which provided details of your account activity. These monthly statements included a countdown of the monthly credits you received (e.g., 1 of 24, 2 of 24). You disagreed with my explanation and you terminated the call. Per your request, your service was disconnected on December 2, 2017. You were only billed for service rendered through the disconnection date and for an equipment return fee. The billing is accurate. We ask that the final balance of $62.17 be paid. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082.Sincerely,Christina A[redacted]Dispute Resolution Specialist[redacted]Enclosurecc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 David L[redacted]
December 22, 2017 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
8[redacted] Dear Mrs. [redacted]: On December 15, 2017, we received your complaint, dated December 14, 2017, filed with the Revdex.com. You maintain that you have yet to receive a $200.00 gift card that was offered at the time of sale. You requested the gift card or a programming credit. You expressed dissatisfaction with your customer service experience. When we spoke today, you informed me that your husband called the customer service number for the gift card and he was told the $200.00 gift card was processed and you should receive it in a week. As a courtesy, I applied a one-time credit of $85.81 to your account for one month of service. The quality of our customers' experiences is of great importance to DISH Network. I apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-#### cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:Dish network has not yet agreed to pay for The damages to my home done by a Dish InstallerAs the Rep stated I have been contacted by Dish and they will come out to my Home to look at Damages on 3/12 This major damaged to my home by Dish Network has not been solved yet
Sincerely,
[redacted]
March 8, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You expressed concern with the interruption of your DISH Network service. You maintain that you lost your credit card. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. You would like a free month of service, and to have your service restored. We appreciate that you brought your customer service concerns to our attention so that we may address them internally with the appropriate personnel. Your service was activated on February 5, 2016, with a 24-month commitment through our Flex 24 promotion. This is a pay-in-advance promotion that requires a payment to be received on or before the due date. An email was sent to you at [redacted]@GMAIL.COM on February 4, 2015, disclosing the terms and conditions of your promotion. Your account is currently enrolled in paperless billing and Credit Card AutoPay (CCA). As a result, a billing statement of $57.31 was provided via email on February 22, 2016, for the services from March 5, 2016, through April 4, 2016. Although the billing statement notified you that your credit card account would be debited on your March 3, 2016, due date, we were not notified that the credit card account on file was not valid. Enclosed is a copy of the billing statement for your review. Although we attempted to collect the funds on March 4, 2016, we received a declined response. We notified you via email regarding the declined response on March 5, 2016. Your service was also interrupted for non-payment on this date. When I spoke with Ms. [redacted] by phone today, I advised her that we are unable to honor your adjustment request. A payment is required to restore 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
March 14, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 6, 2018, we received your complaint, dated March 5, 2018, filed with the Revdex.com. You disputed the 24-month commitment required to upgrade your receivers. When we spoke, I made an exception and waived the 24-month commitment associated with your DISH Network account. We sincerely appreciate your business and regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 21, 2017 Ms. [redacted]. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On December 20, 2017, we received your complaint, dated December 17, 2017, filed with the Revdex.com. You once again requested compensation for the time your grandson spent with our installers and on the phone to obtain DISH Network service. As previously advised, we are unable to honor your request for compensation. We again apologize for any inconvenience that you experienced as a result of this issue. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. 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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: This is a separate issue whiIe it is connected to it considering you gave us faulty equipment which is my complaint this time I expect a generous (on your part) agreement to rectify this. In addition your customer service department was incredibly rude to me when I tried to get this corrected directly.As far as compensation I expect FREE SERVICES for an extended period (60-90 days minimum)
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: You have still not addressed the original issue. I never asked for this protection plan in the first place. Your refusal to make this situation right in the first place has lead to the situation. I am simply standing on principal at this point. What you did to me is WRONG. I have no intention of changing my mind about this complaint as long as your company continues to defend this action. It's not about the money, although, it was hard earned money, wrongfully taken from my family. I would suggest that you look at the big picture and do the right thing instead of doubling down on a bad decision. Otherwise, this complaint will stay for anyone who considers using your company, to view. As it should. Learn something about customer service. I have worked in retail for well over a decade and would never even consider treating a customer this way. I want customers to feel they are treated fairly, adding charges for unwanted services is not fair. I hope common sense enters in somewhere, but by now I don't expect it. I am amazed at the length your company is willing to go to keep money you took from me for a service I never asked for. Unbelievable, and still NOT ACCEPTABLE.
Sincerely,
[redacted]
February 16, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 13, 2017, we received your complaint, dated February 12, 2017, filed with the Revdex.com. You said you were advised that your monthly rate would remain the same for 24 months, but your rate increased by $5.00 per month. When we spoke, I advised you that I reviewed your sales call and found there may have been some confusion about your programming package. You contacted us about an advertisement for the Flex Pack, but you received the Smart Pack instead. As the Smart Pack does not qualify for the 24-month Price Guarantee promotion, your monthly rate increased by $5.00 in January 2017. As I explained, I applied a monthly $5.00 credit for 24 months and I waived the 24-month commitment associated with your account. We sincerely regret any confusion this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted]
November 1, 2016 Dear Mr. [redacted]: On October 25, 2016, we received your complaint, dated October 21, 2016, filed with the Revdex.com. You indicated that the cable for your installation service was not buried. You also expressed dissatisfaction with the...
customer service you received while you were attempting to resolve your concerns. When I spoke with you by phone on October 31, 2016, you indicated that the cable was buried on October 24, 2016. I made an exception and waived your internet term commitment. You may disconnect this service without penalty at any time. The 24-month commitment for your TV service will still apply. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel. We apologize for any inconvenience this issue may have caused. 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: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
Tell us why here...June 29, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On June 29, 2016, we received your rebuttal, dated June 24, 2016, filed with the Revdex.com. You said that you filed for ID theft with us when you found an account in your name. You stated that you sent in the necessary documentation. I contacted our ID Theft Team and they advised me that they have not received any documentation from you. Please resubmit the requested documentation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Initial Business Response /* (1000, 5, 2015/07/24) */
July 23, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 14, 2015, we received your complaint, dated July 13, 2015, filed with the...
Revdex.com. My attempts to reach you by phone on July 17, 22 and 23, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you sent in a payment of $87.23 and didn't receive credit for it. You request that your payment be applied to your account and to be compensated for your inconvenience.
Your payment was located and applied to your DISH Network account on July 19, 2015. We provided you with a one month credit of $87.23 and we waived your $7.00 late fee and $9.00 Promise-To-Pay fee as compensation for the issue.
We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near 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]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is stated that I was given a one month credit which is not true. I just received my bill from Dish and what they are saying was a credit given was actually my payment for the next payment period (period 7/9 to 8/8) of $87.23. I made payment with a check ([redacted]) on 7/11/15. That payment was taken out of my checking account on 7/20/15. There was no month credit given to my account. My statement that I just received in the mail has a due date of 8/8/15 so I am not getting a credit for that period either. He states that my payment was located and applied to my account which is true and I was given the other credits he stated except the one month credit. I feel if you are going to say that you are going to provide me with a month credit I should be given it.
Final Business Response /* (4000, 9, 2015/08/12) */
August 3, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 3, 2015, we received your rebuttal, filed with the Revdex.com, dated July 31, 2015.
You said that you have not received a credit of $87.23.
Your bill is printed and mailed on the 24th of each month. The credit we provided you with was applied on July 28, 2015. You will see the credit reflected on your August 24, 2015, billing statement.
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]