Complaint: [redacted]
I am rejecting this response because: The company in question did not resolve this complaint. The representative from Dish Network was rude and disrespectful, along with being unclear about the course of action Dish would take to correct this issue. It is not acceptable for any company to take money from a former customer. I was not a cunsumer of Dish Network for at least 4 months when the money was taken out of my account. I personally, did not owe any money to Dish. Whatever balance that they felt was owed to them was not my responsibility. My estranged wife was a Dish Network consumer and she had used my card to initially set up the account. Furthermore, the technician who installed the equipment and service had never went over terms and conditions and was more interested in getting great reviews for his work to Dish Network Corporate Office
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.
The processing fee has been refunded.
Sincerely,
[redacted]
*
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]This was dated 3/25/2016T and haven't heard from them since. They stated that the 70 and 10 dollar fee caused the fees and that was not what I stated. It was a payment for 15.93 that they kept running thru my bank that caused the fees. They ran the payment 8 times and on two separate arate occasions they tried running it twice for a double payment. I had already made a payment with another source but they just kept running it through my bank. When I called them they stated that it was not them and that my bank was doing it Untrue
Re: Revdex.com Complaint # [redacted] 8[redacted]8 Dear Mr. [redacted]: On April 26, 2016, we received your complaint, dated April 25, 2016, filed with...
the Revdex.com. You expressed concern that your Sling Adapter has been replaced two times and you are still not able to get access to DISH Anywhere. You have not received a promised call back from our technical support department. When I spoke with you by telephone today, I apologized for the inconvenience. Our records show that the technical support department has attempted to contact you with no success, and they left a message. I scheduled a free technician visit for Monday May 2, 2016, between the hours of 12:00 pm and 5:00 pm. Due to the inconvenience, I provided one month free of your core programming ($64.99). If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/21) */
July 8, 2015
Mrs. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On July 8, 2015, we received your correspondence, dated July 7, 2015, filed with the...
Revdex.com.
You said your account was on hold and you maintain that the service was disconnected without authorization. You disputed the early termination fee and said that your mother, Ms. [redacted] was also billed for an early termination fee.
When we spoke today, I explained that your account was in a pause status for the maximum of nine months. When the pause ended on May 7, 2015, the programming was restored. Our records reveal that monthly email notices were sent to [redacted]@hotmail.com advising of the status of your account.
Because your account was established with Credit Card AutoPay (CCA), a payment of $133.71 was collected on June 8, 2015.
When the leased equipment was returned to DISH Network on June 19, 2015, your account was disconnected. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $400.00 was applied.
I advised you that I made an exception and reversed the early termination fee from your account. I also submitted a credit card refund of $133.71. Please allow five business days for processing. You accepted this resolution.
In addition, your "Bill To" address was listed as 3485 Kendale Acres Rd., Tamora, IL XXXXX This is the same address listed on your mother's (Ms. [redacted] DISH Network account. As a result a bill was sent for the early termination fee for you to your mother's address. Ms. [redacted] was not billed for an early termination fee. I updated your billing address to PO Box 27, Saint Libory, IL XXXXX on your account. I regret any confusion.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...July 12, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 11, 2016, we received your rebuttal dated July 11, 2016, filed with the Revdex.com. You disputed the bill of $58.59. The bill you received was generated prior to the disconnection of service. When the service was disconnected on July 1, 2016, a prorated credit was applied your account which covered the amount due reducing the balance to zero. I regret any confusion. 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: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
Tell us why here...October 10, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You said that your DISH Network service was restored without your permission. You asked that the charges be...
reversed. When we spoke by phone, I advised you that we have removed all charges and your account has a zero balance due. 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###-###-####
November 29, 2016 Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On November 29, 2016, we received your rebuttal, dated November 28, 2016, filed with the Revdex.com. You disagreed with my previous response. You maintain that the information on our website is false. When we spoke on November 23, 2016, I advised you that your address qualifies to receive dishNET satellite internet service through Hughes. I regret any confusion. Our online internet offer at www.dish.com is accurate. 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, 6:00 am to 2:30 pm MST###-###-####
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.
I will make arrangements to cancel my service. All I ask is that the early termination fee waiver be notated on my account.
Sincerely,
[redacted]
September 29, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You said you were told that you would have access to all NFL games, but you did not. You requested...
to have your early termination fee waived. When we spoke, I advised you that I reviewed your sales call and found no promise such as you describe. You requested ESPN, which is included in the America’s Top 200 package. As you subscribed to that package, you received that channel. The sales agent also offered you our Multi Sport with RedZone package free for six months. At no time were you promised access to all NFL games, nor was there any discussion of the accessibility of games. As you were provided no misinformation during your sales call, and as you received what you ordered, we are unable to waive your early termination fee. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/06/25) */
June 24, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 19, 2015, we received your correspondence, dated June 18, 2015, filed with the...
Revdex.com.
You maintain you have experienced technical issues with the service over the last year and the issues have not been corrected. You requested to cancel the service with no early termination fee.
Our records reveal that a technician visit was completed on March 27, 2015. We have no record that technical issues have been reported after this date until we received this correspondence. Your account records reveal that on May 23, 2015, and June 22, 2015, your service was interrupted due to nonpayment. Your service has since been restored.
When we spoke today, you informed me that you had been experiencing loss of HD signal and partial recordings on occasion. I asked that you call DISH Network when the issue is occurring so that we may troubleshoot this matter with you over the phone. If necessary, a technician visit will be scheduled.
We regret any inconvenience you may have experienced. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
[redacted] Dear Ms. [redacted]: On January 26, 2018, we received your correspondence, dated January 25, 2018, filed with the Revdex.com. You maintain that you did not extend your term commitment, and you requested a copy of your signed agreement. You disputed the early termination fee and requested that the account balance be removed. You said you will not accept any phone contact attempts from DISH Network. Per your request, I will address your concerns in writing. I also placed your contact phone numbers [redacted] and ([redacted] on our internal Do Not Contact list. Our records reveal that your father (Mr. [redacted]) is listed as the authorized user on your account. When Mr. [redacted] called on October 22, 2017, he accepted the Preferred Customer promotion with a 24-month commitment through the IVR phone system. This promotion provides a two-year price guarantee for the core programming. You received a monthly $15.00 credit for 24 months. Our records show that the term commitment was previously waived. You formerly subscribed to the America’s Top 120+ package with locals, DVR service and a Joey receiver. The monthly billing rate before tax was $78.99. Your account was disconnected due to nonpayment on January 2, 2018. We ask that the balance of $64.97 be paid. This balance is for service rendered through the disconnection date, and a return equipment fee. I enclosed copies of your billing statements from October 2017 through January 2018 for your review. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. A return box and label will be delivered to your address by [redacted]. 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 Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On February 17, 2016, we received your correspondence, dated February 13, 2016, filed with the Revdex.com. You stated that you recently contacted DISH Network regarding an issue you were having with your remote. You were offered a free equipment upgrade. However,...
you were not informed that the upgrade required a contractual commitment. You requested that the commitment be waived. The review of your February 7, 2016, phone call confirmed your claim. In our email correspondence today, I offered to remove the contractual commitment. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 5, 2015/08/10) */
August 6, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 30, 2015, we received your complaint, dated July 25, 2015, filed with...
the Revdex.com.
You maintain that you are billed every 23 days for 30 days of service. You disputed late fees because your credit card information was not changed.
When I spoke with you by telephone today, I explained that your bill generates on the 19th of each month and you are billed for one month of service in advance. Although the due date has been moved up by five days, the dates of service are still for 30 days.
You indicated that you updated your new credit card information for AutoPay enrollment via your online account. However, we have no record of you logging into your online account.
When you called on July 6, 2015, to place the account on DISH Pause, your new credit card information was also not provided.
There have been no late fees applied to your account. The balance of $16.20 included two $5.00 programming change fees which are charged when your programming is changed within a 30-day period. The fees were applied to your account when you placed your service on DISH Pause after your account was restarted. Also included in the $16.20 balance was the monthly $5.00 DISH Pause fee plus tax. I removed the balance.
I also updated your credit card information for AutoPay.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 23, 2015
Ms. [redacted]
[redacted].
[redacted], NC 27288
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You maintain that you...
are not receiving the monthly rate of $39.99 that you were quoted for the America's Top 200 programming package.
Your service was activated on December 7, 2015, with a 24-month commitment through [redacted] ([redacted]), an independent company.
Please be advised that DISH Network has two offers: an introductory savings offer that includes a total discount of $420.00 for the first 12 months and a two-year price-lock offer with a total savings of $528.00.
A review of your sales call found that the agent advised you of a $64.99 price for the two-year price-lock offer. Although you mentioned the flyer that you had for the advertised price of $39.99 for the America's Top 200 package, the agent explained that this is for the first-year savings offer. The agent also told you that the prices were based on one TV only. Because you requested two receivers along with DVR functions, you were told that the pricing would be $58.99 plus tax for the first year and $93.99 for the second year with the first-year savings offer. The agent indicated that the two-year price-lock offer would include more savings and provided the disclosures for this offer. The price quoted was $71.99 plus tax for two years.
Our records show that you opted to change your package to the America's Top 120 Plus on December 8, 2015, making your monthly rate $56.99 plus tax.
When I spoke with you by phone today, I advised you that you are receiving the price quoted as you are being provided our two-year price-lock offer. You did not agree.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
September 9, 2016 Dear Mr. [redacted]: On September 1, 2016, we received your correspondence, dated September 1, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. ...
You said you returned a leased receiver, but it was not received by DISH Network. You indicated that you were charged for unreturned equipment and you made payments towards the balance. You disputed the collection attempts. Please note that we do not offer an option to make payment arrangements to prevent a balance due from being sent to collections. We have no record that the Hopper with Sling receiver was returned to DISH Network. As a result, you were billed $298.00 plus tax for the unreturned equipment. The balance of $488.66 is for unreturned equipment and the early termination fees plus tax. Although you made partial payments, because the balance was not paid in full in a timely manner, your account was sent to collections. The billing is accurate and we are unable to remove the balance due from your account. 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 6, 2015/09/08) */
August 31, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 25, 2015, we received your correspondence, dated August 24, 2015, filed...
with the Revdex.com.
You requested that your service be disconnected.
I attempted to reach you at (XXX) XXX-XXXX on August 27, 28 and 31, 2015. I left three voice messages.
Our records show that your service was interrupted due to nonpayment on August 13, 2015. Please note that the system provides our customers the option to make a payment within 30 days after the interruption before completing the disconnection process.
Per your request, I disconnected your account. You were only billed for service rendered through August 13, 2015. I also made an exception and reversed the balance due of $56.86 from your account. This amount is for service rendered and the return shipping fee.
To avoid additional fees from applying, please return the leased equipment with the return box and label we have provided through UPS.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
April 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 20, 2016, we received your correspondence, dated April 19, 2016, filed with the Revdex.com. You said you were told that the early termination fee would not be applied to your account and you requested a refund. When we spoke today, I advised you that the early termination and box return fees were removed from your account. Today, a refund of $78.92 was applied to your credit card account ending in 8797. You accepted this resolution. I apologize for any inconvenience you may have experienced. Your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Christina Atencio Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com
June 20, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On June 13, 2017, we received your correspondence, dated June 12, 2017, filed with the Revdex.com. You said you moved and placed your account on DISH Pause. You maintain you were not informed that you would lose the promotional credits. You disputed the early termination fee. In addition, you mentioned the $100.00 Move-In Deal fee. When we spoke on June 15, 2017, I informed you that I reviewed your call from February 11, 2017. Per your request, the service was placed on DISH Pause for nine months. During this call, our agent informed you that the promotional credits would be forfeited. As a courtesy, I applied a $20.00 credit to your account for 12 months. You accepted this resolution. Please note that when an installation is required at new location due to a move within the first year of service, the cost for the Move-In Deal is $100.00. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
March 13, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 7, 2018, we received your complaint, dated March 6, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you were enrolled in a new 24-month commitment without your knowledge. You also stated that the term commitment was added for replacement equipment that was provided to resolve technical issues with your existing equipment. A review of the customer service call from August 18, 2016, revealed that your wife contacted us regarding issues with the wireless Joey on your account. At that time, she inquired about exchanging it for a wired Joey. Our representative disclosed that a 24-month commitment would be required if the equipment was exchanged for a different model and gave the option to purchase the receiver to avoid the term commitment. Our representative also stated that the wireless Joey could be replaced with the same model type, which would not require any term commitment. Your wife contacted us on August 24, 2018, and opted to schedule an appointment to exchange the wireless Joey for a wired Joey. As a result, your account was enrolled in a 24-month commitment when the installation was completed on August 24, 2016. Your service was canceled on March 6, 2018. Since your term commitment was not fulfilled, an early termination fee of $160.00 was applied to your account. When I spoke with you by phone on March 8, 2018, I advised you that I made an exception and removed the early termination fee from your account. I submitted a total refund of $164.80 to your credit card account, which was completed on March 12, 2018. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at (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]
Complaint: [redacted]
I am rejecting this response because: The company in question did not resolve this complaint. The representative from Dish Network was rude and disrespectful, along with being unclear about the course of action Dish would take to correct this issue. It is not acceptable for any company to take money from a former customer. I was not a cunsumer of Dish Network for at least 4 months when the money was taken out of my account. I personally, did not owe any money to Dish. Whatever balance that they felt was owed to them was not my responsibility. My estranged wife was a Dish Network consumer and she had used my card to initially set up the account. Furthermore, the technician who installed the equipment and service had never went over terms and conditions and was more interested in getting great reviews for his work to Dish Network Corporate Office
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.
The processing fee has been refunded.
Sincerely,
[redacted]
*
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]This was dated 3/25/2016T and haven't heard from them since. They stated that the 70 and 10 dollar fee caused the fees and that was not what I stated. It was a payment for 15.93 that they kept running thru my bank that caused the fees. They ran the payment 8 times and on two separate arate occasions they tried running it twice for a double payment. I had already made a payment with another source but they just kept running it through my bank. When I called them they stated that it was not them and that my bank was doing it Untrue
Re: Revdex.com Complaint # [redacted] 8[redacted]8 Dear Mr. [redacted]: On April 26, 2016, we received your complaint, dated April 25, 2016, filed with...
the Revdex.com. You expressed concern that your Sling Adapter has been replaced two times and you are still not able to get access to DISH Anywhere. You have not received a promised call back from our technical support department. When I spoke with you by telephone today, I apologized for the inconvenience. Our records show that the technical support department has attempted to contact you with no success, and they left a message. I scheduled a free technician visit for Monday May 2, 2016, between the hours of 12:00 pm and 5:00 pm. Due to the inconvenience, I provided one month free of your core programming ($64.99). If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/07/21) */
July 8, 2015
Mrs. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On July 8, 2015, we received your correspondence, dated July 7, 2015, filed with the...
Revdex.com.
You said your account was on hold and you maintain that the service was disconnected without authorization. You disputed the early termination fee and said that your mother, Ms. [redacted] was also billed for an early termination fee.
When we spoke today, I explained that your account was in a pause status for the maximum of nine months. When the pause ended on May 7, 2015, the programming was restored. Our records reveal that monthly email notices were sent to [redacted]@hotmail.com advising of the status of your account.
Because your account was established with Credit Card AutoPay (CCA), a payment of $133.71 was collected on June 8, 2015.
When the leased equipment was returned to DISH Network on June 19, 2015, your account was disconnected. Because the service was disconnected prior to the promotional fulfillment date, an early termination fee of $400.00 was applied.
I advised you that I made an exception and reversed the early termination fee from your account. I also submitted a credit card refund of $133.71. Please allow five business days for processing. You accepted this resolution.
In addition, your "Bill To" address was listed as 3485 Kendale Acres Rd., Tamora, IL XXXXX This is the same address listed on your mother's (Ms. [redacted] DISH Network account. As a result a bill was sent for the early termination fee for you to your mother's address. Ms. [redacted] was not billed for an early termination fee. I updated your billing address to PO Box 27, Saint Libory, IL XXXXX on your account. I regret any confusion.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...July 12, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On July 11, 2016, we received your rebuttal dated July 11, 2016, filed with the Revdex.com. You disputed the bill of $58.59. The bill you received was generated prior to the disconnection of service. When the service was disconnected on July 1, 2016, a prorated credit was applied your account which covered the amount due reducing the balance to zero. I regret any confusion. 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: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
Tell us why here...October 10, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 4, 2016, filed with the Revdex.com. You said that your DISH Network service was restored without your permission. You asked that the charges be...
reversed. When we spoke by phone, I advised you that we have removed all charges and your account has a zero balance due. 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###-###-####
November 29, 2016 Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On November 29, 2016, we received your rebuttal, dated November 28, 2016, filed with the Revdex.com. You disagreed with my previous response. You maintain that the information on our website is false. When we spoke on November 23, 2016, I advised you that your address qualifies to receive dishNET satellite internet service through Hughes. I regret any confusion. Our online internet offer at www.dish.com is accurate. 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, 6:00 am to 2:30 pm MST###-###-####
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.
I will make arrangements to cancel my service. All I ask is that the early termination fee waiver be notated on my account.
Sincerely,
[redacted]
September 29, 2016 Dear Ms. [redacted]: On September 20, 2016, we received your complaint, dated September 16, 2016, filed with the Revdex.com. You said you were told that you would have access to all NFL games, but you did not. You requested...
to have your early termination fee waived. When we spoke, I advised you that I reviewed your sales call and found no promise such as you describe. You requested ESPN, which is included in the America’s Top 200 package. As you subscribed to that package, you received that channel. The sales agent also offered you our Multi Sport with RedZone package free for six months. At no time were you promised access to all NFL games, nor was there any discussion of the accessibility of games. As you were provided no misinformation during your sales call, and as you received what you ordered, we are unable to waive your early termination fee. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/06/25) */
June 24, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 19, 2015, we received your correspondence, dated June 18, 2015, filed with the...
Revdex.com.
You maintain you have experienced technical issues with the service over the last year and the issues have not been corrected. You requested to cancel the service with no early termination fee.
Our records reveal that a technician visit was completed on March 27, 2015. We have no record that technical issues have been reported after this date until we received this correspondence. Your account records reveal that on May 23, 2015, and June 22, 2015, your service was interrupted due to nonpayment. Your service has since been restored.
When we spoke today, you informed me that you had been experiencing loss of HD signal and partial recordings on occasion. I asked that you call DISH Network when the issue is occurring so that we may troubleshoot this matter with you over the phone. If necessary, a technician visit will be scheduled.
We regret any inconvenience you may have experienced. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
February 2, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 26, 2018, we received your correspondence, dated January 25, 2018, filed with the Revdex.com. You maintain that you did not extend your term commitment, and you requested a copy of your signed agreement. You disputed the early termination fee and requested that the account balance be removed. You said you will not accept any phone contact attempts from DISH Network. Per your request, I will address your concerns in writing. I also placed your contact phone numbers [redacted] and ([redacted] on our internal Do Not Contact list. Our records reveal that your father (Mr. [redacted]) is listed as the authorized user on your account. When Mr. [redacted] called on October 22, 2017, he accepted the Preferred Customer promotion with a 24-month commitment through the IVR phone system. This promotion provides a two-year price guarantee for the core programming. You received a monthly $15.00 credit for 24 months. Our records show that the term commitment was previously waived. You formerly subscribed to the America’s Top 120+ package with locals, DVR service and a Joey receiver. The monthly billing rate before tax was $78.99. Your account was disconnected due to nonpayment on January 2, 2018. We ask that the balance of $64.97 be paid. This balance is for service rendered through the disconnection date, and a return equipment fee. I enclosed copies of your billing statements from October 2017 through January 2018 for your review. To avoid unreturned equipment fees, please return the leased equipment to DISH Network. A return box and label will be delivered to your address by [redacted]. 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 Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On February 17, 2016, we received your correspondence, dated February 13, 2016, filed with the Revdex.com. You stated that you recently contacted DISH Network regarding an issue you were having with your remote. You were offered a free equipment upgrade. However,...
you were not informed that the upgrade required a contractual commitment. You requested that the commitment be waived. The review of your February 7, 2016, phone call confirmed your claim. In our email correspondence today, I offered to remove the contractual commitment. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
Initial Business Response /* (1000, 5, 2015/08/10) */
August 6, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 30, 2015, we received your complaint, dated July 25, 2015, filed with...
the Revdex.com.
You maintain that you are billed every 23 days for 30 days of service. You disputed late fees because your credit card information was not changed.
When I spoke with you by telephone today, I explained that your bill generates on the 19th of each month and you are billed for one month of service in advance. Although the due date has been moved up by five days, the dates of service are still for 30 days.
You indicated that you updated your new credit card information for AutoPay enrollment via your online account. However, we have no record of you logging into your online account.
When you called on July 6, 2015, to place the account on DISH Pause, your new credit card information was also not provided.
There have been no late fees applied to your account. The balance of $16.20 included two $5.00 programming change fees which are charged when your programming is changed within a 30-day period. The fees were applied to your account when you placed your service on DISH Pause after your account was restarted. Also included in the $16.20 balance was the monthly $5.00 DISH Pause fee plus tax. I removed the balance.
I also updated your credit card information for AutoPay.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 23, 2015
Ms. [redacted]
[redacted].
[redacted], NC 27288
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the Revdex.com.
You maintain that you...
are not receiving the monthly rate of $39.99 that you were quoted for the America's Top 200 programming package.
Your service was activated on December 7, 2015, with a 24-month commitment through [redacted] ([redacted]), an independent company.
Please be advised that DISH Network has two offers: an introductory savings offer that includes a total discount of $420.00 for the first 12 months and a two-year price-lock offer with a total savings of $528.00.
A review of your sales call found that the agent advised you of a $64.99 price for the two-year price-lock offer. Although you mentioned the flyer that you had for the advertised price of $39.99 for the America's Top 200 package, the agent explained that this is for the first-year savings offer. The agent also told you that the prices were based on one TV only. Because you requested two receivers along with DVR functions, you were told that the pricing would be $58.99 plus tax for the first year and $93.99 for the second year with the first-year savings offer. The agent indicated that the two-year price-lock offer would include more savings and provided the disclosures for this offer. The price quoted was $71.99 plus tax for two years.
Our records show that you opted to change your package to the America's Top 120 Plus on December 8, 2015, making your monthly rate $56.99 plus tax.
When I spoke with you by phone today, I advised you that you are receiving the price quoted as you are being provided our two-year price-lock offer. You did not agree.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
September 9, 2016 Dear Mr. [redacted]: On September 1, 2016, we received your correspondence, dated September 1, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on September 7, 8 and 9, 2016. I left three voice messages. ...
You said you returned a leased receiver, but it was not received by DISH Network. You indicated that you were charged for unreturned equipment and you made payments towards the balance. You disputed the collection attempts. Please note that we do not offer an option to make payment arrangements to prevent a balance due from being sent to collections. We have no record that the Hopper with Sling receiver was returned to DISH Network. As a result, you were billed $298.00 plus tax for the unreturned equipment. The balance of $488.66 is for unreturned equipment and the early termination fees plus tax. Although you made partial payments, because the balance was not paid in full in a timely manner, your account was sent to collections. The billing is accurate and we are unable to remove the balance due from your account. 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 6, 2015/09/08) */
August 31, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On August 25, 2015, we received your correspondence, dated August 24, 2015, filed...
with the Revdex.com.
You requested that your service be disconnected.
I attempted to reach you at (XXX) XXX-XXXX on August 27, 28 and 31, 2015. I left three voice messages.
Our records show that your service was interrupted due to nonpayment on August 13, 2015. Please note that the system provides our customers the option to make a payment within 30 days after the interruption before completing the disconnection process.
Per your request, I disconnected your account. You were only billed for service rendered through August 13, 2015. I also made an exception and reversed the balance due of $56.86 from your account. This amount is for service rendered and the return shipping fee.
To avoid additional fees from applying, please return the leased equipment with the return box and label we have provided through UPS.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
April 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 20, 2016, we received your correspondence, dated April 19, 2016, filed with the Revdex.com. You said you were told that the early termination fee would not be applied to your account and you requested a refund. When we spoke today, I advised you that the early termination and box return fees were removed from your account. Today, a refund of $78.92 was applied to your credit card account ending in 8797. You accepted this resolution. I apologize for any inconvenience you may have experienced. Your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Christina Atencio Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com
June 20, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On June 13, 2017, we received your correspondence, dated June 12, 2017, filed with the Revdex.com. You said you moved and placed your account on DISH Pause. You maintain you were not informed that you would lose the promotional credits. You disputed the early termination fee. In addition, you mentioned the $100.00 Move-In Deal fee. When we spoke on June 15, 2017, I informed you that I reviewed your call from February 11, 2017. Per your request, the service was placed on DISH Pause for nine months. During this call, our agent informed you that the promotional credits would be forfeited. As a courtesy, I applied a $20.00 credit to your account for 12 months. You accepted this resolution. Please note that when an installation is required at new location due to a move within the first year of service, the cost for the Move-In Deal is $100.00. 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]
March 13, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 7, 2018, we received your complaint, dated March 6, 2018, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you were enrolled in a new 24-month commitment without your knowledge. You also stated that the term commitment was added for replacement equipment that was provided to resolve technical issues with your existing equipment. A review of the customer service call from August 18, 2016, revealed that your wife contacted us regarding issues with the wireless Joey on your account. At that time, she inquired about exchanging it for a wired Joey. Our representative disclosed that a 24-month commitment would be required if the equipment was exchanged for a different model and gave the option to purchase the receiver to avoid the term commitment. Our representative also stated that the wireless Joey could be replaced with the same model type, which would not require any term commitment. Your wife contacted us on August 24, 2018, and opted to schedule an appointment to exchange the wireless Joey for a wired Joey. As a result, your account was enrolled in a 24-month commitment when the installation was completed on August 24, 2016. Your service was canceled on March 6, 2018. Since your term commitment was not fulfilled, an early termination fee of $160.00 was applied to your account. When I spoke with you by phone on March 8, 2018, I advised you that I made an exception and removed the early termination fee from your account. I submitted a total refund of $164.80 to your credit card account, which was completed on March 12, 2018. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at (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]