Complaint: [redacted]
I am rejecting this response because:
This response is clearly a scripted written response to upon which there was no verification of the background data used. As far as attempting to reach us at the phone number listed above [redacted] NOT TRUE! At least no messages were left nor does caller id show a single missed call from DISHTV.....yet MORE lies I think yes! So once again NO I DO NOT ACCEPT THEIR RESPONSE
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/06/15) */
June 11, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 11, 2015, we received your correspondence, dated June 10, 2015, filed with...
the Revdex.com.
You requested a box to return the leased equipment and you expressed concern with the collection attempts.
When we spoke today, I advised you that the 322 model receiver is obsolete and it is not required to be returned to DISH Network. I removed the $49.00 receiver fee from your account.
As of June 11, 2015, your DISH Network account is at a zero balance. The negative mark [redacted] be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
We 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/07/30) */
July 22, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 22, 2015, we received your complaint, dated July 21, 2015, filed with the...
Revdex.com.
You said that you were experiencing technical issues and you disputed the cost to move your service. You requested to have your 24-month commitment waived.
When we spoke, I advised you that our records do not show any calls for technical issues. I reviewed your calls to us and found that the first mention of signal issues was after you were advised of the cost to have your service relocated. As I explained, DISH Network requests the opportunity to resolve any technical issues prior to disconnection.
I also explained that a review of your calls showed that you were offered $50.00 off the $100.00 Move-In Deal price but you declined. You indicated that DISH Network advertises that moving is free and I advised you that our advertisements also provide for restrictions due to the cost we incur reinstalling your service.
While we regret any inconvenience, we are unable to waive your 24-month commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
October 26, 2016 Dear Dr. [redacted]: On October 18, 2016, we received your complaint, dated October 14, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. When we spoke I advised...
you that your balance is due to your early termination fee, as your account was under a 24-month commitment when you disconnected it. Please note that your account was a Pay-In-Advance account. As such, any unpaid balance due after your due date will cause the account to be interrupted. We appreciate your feedback concerning your experience; however, as your 24-month commitment was not completed, we are unable to honor your request to waive your balance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because :
First the dates stated upon receiving any so called Flex account is not a valid nor a true statement. In addition, I never had nor even at this time have any inkling of what a so.called flex account.espouses nor did I agree to something I had no knowledge of.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/09) */
November 5, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 28, 2015, we received your complaint, dated October 27, 2015,...
filed with the Revdex.com.
I attempted to contact you at (XXX) XXX-XXXX on October 28 and November 4 and 5, 2015, and I left three messages.
You maintain that you continue to receive bills for your internet service, but when you attempted to pay the bill online, you were unable to access the account. You called DISH Network to make the payment, but you were unable to do so. You indicated that the employees you spoke with told you your account was not active and that you were receiving the calls in error. You said you have no way to pay for the service you are receiving, and you requested that your service be cancelled without an early termination fee.
A review of your account reveals that when you cancelled your video service in July 2015, your account was unbundled to provide billing for internet service only. Because of this, you were no longer able to access your bundle account online to make a payment. However, you were provided the information on how to make a payment on the billing statement you received. Additionally, you were able to make payments with agents over the phone on August 29, 2015, and September 25, 2015.
Per your request, I cancelled your account and, while the commitment is valid, I waived the early termination fee for internet service. In addition, I backdated the billing to October 5, 2015. The final balance is $135.93. That amount will be reduced to $51.40 once the leased modem is returned.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and are we disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Modem and equipment was sent back on Thursday 11/12/15. I appreciate your guys' response to the issue here. Thank you again.
Complaint: [redacted]
I am rejecting this response because:After going back and forth with this individual, I do not believe he truly desires resolution. Whether or not he chooses to admit that my account was accessed without my consent in the responses he has chosen to send, he did admit such during our telephone conversation. Simply the admission of such a thing confirms an illegal action on the part of Dish Network. The representative has also sent the submitted response in writing to our home multiple times this week. I'm uncertain if the repetition in sending the same information repeatedly is some form of intimidation, but do not at all consider Mr. [redacted]'s lack of professionalism and deplorable behavior appropriate in the least. While I appreciate the effort of the Revdex.com to find resolution in this matter, I have subsequently filed a complaint with the FTC in hopes that this issue can be resolved without a final step of legal action.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The 2 customer service representatives were rude. Their refund site clearly states that I do not have to return remotes. The sales rep was intentionally rude and added the 10 return fee, i've never had to pay in the past, and said find the remotes and return them too. CONFLICTING INFORMATION From the service rep, and the rude customer service rep. I have been with the company for many times many years, and it is out of my control my new place can't have dish network. I want the 110 refunded.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We made.more than 2.calls in February. My husband called, then I called then we called together. I was.told there.was , otherwise in would not have taken it, not knowing if.it was feasible for my needs. I am not.going to keep.going back and forth with you about it.
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. Christina was very helpful dealing with my concerns.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/11) */
May 1, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 30, 2015, we received your complaint, dated April 29, 2015, filed with the Better Business...
Bureau.
You said that your account was not closed when you requested. You asked that your account be closed and a box be sent to return your equipment.
I was unable to locate your account with the information you provided. Also, I called [redacted] and a gentleman advised me that this is not your number. Please contact me so that I may assist you.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 25, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 17, 2015, filed...
with the Revdex.com.
You indicated that you disconnected your DISH Network service because of technical issues. Therefore, you disputed the $440.00 early termination fee that posted to your account.
Although this account was activated under the Digital Home Advantage (DHA) 24-month agreement, because your account reveals ongoing technical issues reported, I removed the $440.00 early termination fee.
Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees. Keep the return tracking numbers for your records.
Additionally, you mentioned your dissatisfaction with the customer service you received. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:They are not being truthful and continue tonot answer in a manner that does not clarify what transpired. I have a message todate(July 1, 2016) # 803 from this business warning me of discontinuation of my service.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/12/11) */
December 3, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 8, 2015, we received your complaint, dated November 24, 2015,...
filed with the Revdex.com.
You expressed concern that your bill due date changed without notification and your bill is now due five days earlier. You asked that your bank information be removed from our Credit Card AutoPay option, but you were charged anyway. You requested to be released from your 24-month agreement.
When I spoke with you by telephone today, I advised you that it was a DISH Network business decision to change all due dates. This change now aligns your due date with the start of your service period; it did not impact the amount due or any service on your account.
Since your payment was due on November 23, 2015, and you did not request the removal of the bank information until November 22, 2015, there was not enough time for the transaction to be stopped. I apologize on behalf of DISH Network that you were not informed of the process. As an exception, I provided a credit for this month's service ($130.37).
Although you indicated that we did not provide notification of the change of the due date, it was disclosed on your July 8, 2015, billing statement. Notification that your billing statement is ready to be viewed is emailed monthly to you at [redacted]@gmail.com, which is the email address attached to the account.
The 24-month agreement remains valid.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Revdex.com: This email is to take back my complaint. Dish has sent a technician our for free and replaced my router. I am sorry for wasting your time thank you and have a great day.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/27) */
October 19, 2015
[redacted] and [redacted] and [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On October 14, 2015, we received your complaint, dated...
October 13, 2015, filed with the Revdex.com.
You said you were told there was no cost to relocate your service to a new location. You disputed the $100.00 fee and requested a refund.
I attempted to reach you at (XXX) XXX-XXXX on October 14, 16 and 19, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
I reviewed your call that took place on July 20, 2015. We found that you (Mr. [redacted]) scheduled a Move-In-Deal for the relocation of the service. During this call, our agent advised you that you will be billed $100.00 for the Move-In-Deal. This fee was applied to your bundled Frontier account.
Our records show that your service was unbundled with Frontier on August 4, 2015, and you are now being billed for TV service only through DISH Network. Because your service was unbundled with Frontier, we cannot transfer a credit.
Although no misinformation was provided, I made an exception and applied a $100.00 credit to your DISH Network account. Your refund request cannot be honored. Please contact Frontier directly regarding their billing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Individuals that hold jobs might not have availability to speak to someone on the phone during your business hours. I received two, short, and rude voicemails and did return the call. I never received a third call after my returned call. I was the one who called to have services transferred, we had four separate dates attempted to which services were not installed. That is why services were unbundled. Upon further investigation and calling to speak with Dish and Frontier more than several times we were informed of the 100.00 charge. I find this interesting that you were able to go back and retrieve this information, however, when we called and spent approximately 5-7 hours on the phone that no one was able to provide any similar information and we were told by several representatives not to pay the bill at all. Thank you for making an "exception" and applying a credit towards our account.
August 25, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 22, 2016, filed with the Revdex.com. You indicated that DISH Network has failed to provide you with CBS and Fox since June 12, 2016. You would like your...
commitment waived, so you can cancel your service without penalty. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. As we were unable to locate a copy of your contract on file, I made an exception and I waived your commitment and associated early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
Initial Business Response /* (1000, 4, 2015/09/25) */
September 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your complaint, dated September...
22, 2015, filed with the Revdex.com.
You said that you were charged for our services when your order was cancelled. You requested that we provide you with a refund.
When we spoke, I advised you that your refund of $110.88 was approved today and that it will be available for you within the next three business days.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This response is clearly a scripted written response to upon which there was no verification of the background data used. As far as attempting to reach us at the phone number listed above [redacted] NOT TRUE! At least no messages were left nor does caller id show a single missed call from DISHTV.....yet MORE lies I think yes! So once again NO I DO NOT ACCEPT THEIR RESPONSE
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/06/15) */
June 11, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 11, 2015, we received your correspondence, dated June 10, 2015, filed with...
the Revdex.com.
You requested a box to return the leased equipment and you expressed concern with the collection attempts.
When we spoke today, I advised you that the 322 model receiver is obsolete and it is not required to be returned to DISH Network. I removed the $49.00 receiver fee from your account.
As of June 11, 2015, your DISH Network account is at a zero balance. The negative mark [redacted] be removed from your credit report. Please allow eight weeks for processing with the credit bureaus.
We 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 6, 2015/07/30) */
July 22, 2015
Ms. [redacted]
XXXXX [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 22, 2015, we received your complaint, dated July 21, 2015, filed with the...
Revdex.com.
You said that you were experiencing technical issues and you disputed the cost to move your service. You requested to have your 24-month commitment waived.
When we spoke, I advised you that our records do not show any calls for technical issues. I reviewed your calls to us and found that the first mention of signal issues was after you were advised of the cost to have your service relocated. As I explained, DISH Network requests the opportunity to resolve any technical issues prior to disconnection.
I also explained that a review of your calls showed that you were offered $50.00 off the $100.00 Move-In Deal price but you declined. You indicated that DISH Network advertises that moving is free and I advised you that our advertisements also provide for restrictions due to the cost we incur reinstalling your service.
While we regret any inconvenience, we are unable to waive your 24-month commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
October 26, 2016 Dear Dr. [redacted]: On October 18, 2016, we received your complaint, dated October 14, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. When we spoke I advised...
you that your balance is due to your early termination fee, as your account was under a 24-month commitment when you disconnected it. Please note that your account was a Pay-In-Advance account. As such, any unpaid balance due after your due date will cause the account to be interrupted. We appreciate your feedback concerning your experience; however, as your 24-month commitment was not completed, we are unable to honor your request to waive your balance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because :
First the dates stated upon receiving any so called Flex account is not a valid nor a true statement. In addition, I never had nor even at this time have any inkling of what a so.called flex account.espouses nor did I agree to something I had no knowledge of.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/09) */
November 5, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 28, 2015, we received your complaint, dated October 27, 2015,...
filed with the Revdex.com.
I attempted to contact you at (XXX) XXX-XXXX on October 28 and November 4 and 5, 2015, and I left three messages.
You maintain that you continue to receive bills for your internet service, but when you attempted to pay the bill online, you were unable to access the account. You called DISH Network to make the payment, but you were unable to do so. You indicated that the employees you spoke with told you your account was not active and that you were receiving the calls in error. You said you have no way to pay for the service you are receiving, and you requested that your service be cancelled without an early termination fee.
A review of your account reveals that when you cancelled your video service in July 2015, your account was unbundled to provide billing for internet service only. Because of this, you were no longer able to access your bundle account online to make a payment. However, you were provided the information on how to make a payment on the billing statement you received. Additionally, you were able to make payments with agents over the phone on August 29, 2015, and September 25, 2015.
Per your request, I cancelled your account and, while the commitment is valid, I waived the early termination fee for internet service. In addition, I backdated the billing to October 5, 2015. The final balance is $135.93. That amount will be reduced to $51.40 once the leased modem is returned.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and are we disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Modem and equipment was sent back on Thursday 11/12/15. I appreciate your guys' response to the issue here. Thank you again.
Complaint: [redacted]
I am rejecting this response because:After going back and forth with this individual, I do not believe he truly desires resolution. Whether or not he chooses to admit that my account was accessed without my consent in the responses he has chosen to send, he did admit such during our telephone conversation. Simply the admission of such a thing confirms an illegal action on the part of Dish Network. The representative has also sent the submitted response in writing to our home multiple times this week. I'm uncertain if the repetition in sending the same information repeatedly is some form of intimidation, but do not at all consider Mr. [redacted]'s lack of professionalism and deplorable behavior appropriate in the least. While I appreciate the effort of the Revdex.com to find resolution in this matter, I have subsequently filed a complaint with the FTC in hopes that this issue can be resolved without a final step of legal action.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The 2 customer service representatives were rude. Their refund site clearly states that I do not have to return remotes. The sales rep was intentionally rude and added the 10 return fee, i've never had to pay in the past, and said find the remotes and return them too. CONFLICTING INFORMATION From the service rep, and the rude customer service rep. I have been with the company for many times many years, and it is out of my control my new place can't have dish network. I want the 110 refunded.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We made.more than 2.calls in February. My husband called, then I called then we called together. I was.told there.was , otherwise in would not have taken it, not knowing if.it was feasible for my needs. I am not.going to keep.going back and forth with you about it.
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. Christina was very helpful dealing with my concerns.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/11) */
May 1, 2015
Ms. [redacted]
[redacted].
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 30, 2015, we received your complaint, dated April 29, 2015, filed with the Better Business...
Bureau.
You said that your account was not closed when you requested. You asked that your account be closed and a box be sent to return your equipment.
I was unable to locate your account with the information you provided. Also, I called [redacted] and a gentleman advised me that this is not your number. Please contact me so that I may assist you.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (2000, 11, 2015/09/04) */
This matter has been resolved. I have received all money that was owed to me. Thanks for you help
Initial Business Response /* (1000, 5, 2015/06/29) */
June 25, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 17, 2015, filed...
with the Revdex.com.
You indicated that you disconnected your DISH Network service because of technical issues. Therefore, you disputed the $440.00 early termination fee that posted to your account.
Although this account was activated under the Digital Home Advantage (DHA) 24-month agreement, because your account reveals ongoing technical issues reported, I removed the $440.00 early termination fee.
Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees. Keep the return tracking numbers for your records.
Additionally, you mentioned your dissatisfaction with the customer service you received. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:They are not being truthful and continue tonot answer in a manner that does not clarify what transpired. I have a message todate(July 1, 2016) # 803 from this business warning me of discontinuation of my service.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 11, 2015/08/25) */
Dish settled complaint to my satisfaction after receiving my complaint through Revdex.com
Initial Business Response /* (1000, 4, 2015/12/11) */
December 3, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 8, 2015, we received your complaint, dated November 24, 2015,...
filed with the Revdex.com.
You expressed concern that your bill due date changed without notification and your bill is now due five days earlier. You asked that your bank information be removed from our Credit Card AutoPay option, but you were charged anyway. You requested to be released from your 24-month agreement.
When I spoke with you by telephone today, I advised you that it was a DISH Network business decision to change all due dates. This change now aligns your due date with the start of your service period; it did not impact the amount due or any service on your account.
Since your payment was due on November 23, 2015, and you did not request the removal of the bank information until November 22, 2015, there was not enough time for the transaction to be stopped. I apologize on behalf of DISH Network that you were not informed of the process. As an exception, I provided a credit for this month's service ($130.37).
Although you indicated that we did not provide notification of the change of the due date, it was disclosed on your July 8, 2015, billing statement. Notification that your billing statement is ready to be viewed is emailed monthly to you at [redacted]@gmail.com, which is the email address attached to the account.
The 24-month agreement remains valid.
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
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Revdex.com: This email is to take back my complaint. Dish has sent a technician our for free and replaced my router. I am sorry for wasting your time thank you and have a great day.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/27) */
October 19, 2015
[redacted] and [redacted] and [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On October 14, 2015, we received your complaint, dated...
October 13, 2015, filed with the Revdex.com.
You said you were told there was no cost to relocate your service to a new location. You disputed the $100.00 fee and requested a refund.
I attempted to reach you at (XXX) XXX-XXXX on October 14, 16 and 19, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
I reviewed your call that took place on July 20, 2015. We found that you (Mr. [redacted]) scheduled a Move-In-Deal for the relocation of the service. During this call, our agent advised you that you will be billed $100.00 for the Move-In-Deal. This fee was applied to your bundled Frontier account.
Our records show that your service was unbundled with Frontier on August 4, 2015, and you are now being billed for TV service only through DISH Network. Because your service was unbundled with Frontier, we cannot transfer a credit.
Although no misinformation was provided, I made an exception and applied a $100.00 credit to your DISH Network account. Your refund request cannot be honored. Please contact Frontier directly regarding their billing.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Individuals that hold jobs might not have availability to speak to someone on the phone during your business hours. I received two, short, and rude voicemails and did return the call. I never received a third call after my returned call. I was the one who called to have services transferred, we had four separate dates attempted to which services were not installed. That is why services were unbundled. Upon further investigation and calling to speak with Dish and Frontier more than several times we were informed of the 100.00 charge. I find this interesting that you were able to go back and retrieve this information, however, when we called and spent approximately 5-7 hours on the phone that no one was able to provide any similar information and we were told by several representatives not to pay the bill at all. Thank you for making an "exception" and applying a credit towards our account.
August 25, 2016 Dear Mr. [redacted]: On August 23, 2016, we received your complaint, dated August 22, 2016, filed with the Revdex.com. You indicated that DISH Network has failed to provide you with CBS and Fox since June 12, 2016. You would like your...
commitment waived, so you can cancel your service without penalty. I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored. We appreciate your patience and we thank you for your loyalty. As we were unable to locate a copy of your contract on file, I made an exception and I waived your commitment and associated early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT ###-###-####
Initial Business Response /* (1000, 4, 2015/09/25) */
September 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 23, 2015, we received your complaint, dated September...
22, 2015, filed with the Revdex.com.
You said that you were charged for our services when your order was cancelled. You requested that we provide you with a refund.
When we spoke, I advised you that your refund of $110.88 was approved today and that it will be available for you within the next three business days.
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
[redacted]
Denver, CO XXXXX
[redacted]