Initial Business Response /* (1000, 5, 2015/09/28) */
September 21, 2015
Mr.[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your complaint, dated September...
17, 2015, filed with the Revdex.com.
You indicated that when your receiver was replaced, the technician took the old receiver with him, yet you have been charged for unreturned equipment. When you contacted us, you were informed that the current balance due was $130.00.
When I spoke with you by telephone today, I informed you that the $199.00 fee was removed but the remaining balance was for programming. The promotional offer for free movies channels expired on September 19, 2015. Since we bill one month in advance, your current bill dated September 5, 2015, was for service from September 20, 2015, to October 19, 2015. Therefore, the charges reflected on this bill.
You informed me that you requested that the free channels be removed since August 25, 2015. I apologized for the inconvenience and removed the HBO, Cinemax, Showtime, Starz and DISH Movie Pack (formerly Blockbuster @Home) and the charges were removed. I also provided you with one month of service credits ($61.99).
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Gerri Santistevan,(Dish Personnel) Did help me to clear out the issues and extra charges. At this point, I have not further complains. Thank you for the time taken to address my complain and to fast get a solution.
Thank you again,
[redacted]
October 28, 2016 Dear Mr. [redacted]: On October 28, 2016, we received your complaint, dated October 26, 2016, filed with the Revdex.com. The retailer also collected the $50.00 processing fee. We are unable to honor your refund request. We appreciate your...
feedback and your concerns will be investigated internally. 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###-###-####
February 23, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that you are not being billed the rate of $65.00 that you were quoted for your second year of service. You want your account closed without penalty. When we spoke I explained that our promotion offers a one-year discount. However, we agreed to provide you with a $15.00 monthly credit for your second year of service, in order to extend the $65.00 rate. DISH Network experienced a $5.00 a month rate increase in February 2016. I agreed to add an additional $5.00 monthly credit to your account until your commitment expires. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted] [redacted] [redacted]
* [redacted]Tell us why here...
March 9, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2017, we received your rebuttal, dated March 7, 2017, filed with the Revdex.com. You expressed dissatisfaction with our customer service. We regret that your initial 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 [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 24, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 18, 2015, filed with the...
Revdex.com.
You requested to be released from the 24-month commitment for the internet service that is provided by DISH Network. The speed is too slow for your online schooling.
When I spoke with you by telephone today, I agreed to release you from the internet agreement. I scheduled the removal of the TRIA for July 5, 2015, between 8:00 am and 12:00 pm.
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 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]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You said that you experienced ongoing technical issues that were not resolved. You closed your account and expressed concern regarding being charged an early termination fee. When we spoke by phone, I told you that I waived your early termination fee and your account now has a zero balance. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are 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 [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]
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Ms. [redacted]
[redacted]
Marietta, GA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed with the Better...
Business Bureau.
My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on April 28, 29 and 30, 2015, were unsuccessful; however, I left three messages at (XXX) XXX-XXXX.
You expressed concern with the balance on your account. You maintain that you canceled your service on March 31, 2014, when you moved. You also said that DISH Network was unable to provide service at your new residence.
Your service was activated on March 24, 2013, with a 24-month commitment. Per your promotion, you are still bound to the term commitment if you change your residence. Enclosed is a copy of the 24-month agreement for your review.
Please be advised that our records do not show that a technician attempted to install service at your new residence. When you contacted us on March 25, 2014, you declined our offer to install the service at your new residence, but accepted placing your service on DISH Pause. DISH Pause is $5.00 a month and can be used for up to nine months. DISH Pause will also extend your term commitment by the number of months that the service is paused.
DISH Pause was removed on January 2, 2015, because the allowed time frame was reached. At that time, your previous service charges were reinstated.
Your DISH Network service was canceled on April 1, 2015, when we received your letter. The balance of $362.74 on your account includes a service balance of $172.74, an early termination fee of $180.00 and a $10.00 box return fee.
I made an exception and removed the service balance of $172.74; however, the early termination and box return fees are 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-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/05/20) */
I received your letter on May 9, 2015 but haven't been able to respond by May 15 th because I don't have a computer.
I received a letter from [redacted] Dispute Resolution Specialist with Dish Network on May 8, 2015, stating that she had attempted to phone me at (XXX) XXX-XXXX; that is NOT my phone #!! She also stated that her records do not show that a technician attempted to install service at my new address in Quitman, GA, where I moved to last year. I called the Dish C/S toll # and they sent a technician to my residence. It does not concern me that she has no record of this order, and she can certainly check with the Dish office in Quitman where I picked-up a "box" but then had to return it after the technician said that he could NOT install Dish service to my house because it was more than 150 feet from the Dish pole. Therefore I had to contact another servicer for my cable/satellite service. I had not attempted to have my Dish service transferred from my Marietta, GA address to the Quitman, GA address because I thought my son had made arrangements for the service in Quitman, already.
[redacted] stated in her letter that she had removed the $ 172.74 for "service" (that I didn't have anyway). She said there remains a $ 180.00 charge for early termination fee and a $ 10.00 box return fee. I don't feel that I should have to pay the termination charge because I DID attempt to continue with the Dish service at my new address but was unable to do so because Dish could NOT provide the service to me there!!
Final Business Response /* (4000, 13, 2015/05/26) */
May 22, 2015
Ms. [redacted]
[redacted]
Marietta, GA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Revdex.com.
You expressed further concern with the balance on your account. You indicated that a technician was sent to your home and confirmed that you were unable to receive the service.
As previously advised, our records do not show that a DISH Network technician was sent in an attempt to establish service at your new residence. However, I made an exception and removed the early termination fee and box return fee from your account.
Please be advised that you are currently being charged $248.00 for unreturned equipment. Once the leased equipment is returned the fees will be removed, leaving your account at zero.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 21, 2015/08/18) */
Marietta, Ga [redacted]
July 27, 2015
[redacted], Dispute Resolution Specialist
Dish Network, L.L.C
P.O. Box [redacted]
Littleton, CO 80120
Re: [redacted]
Dear Ms. [redacted]:
I received your note on JUNE 19, 2015, dated June 8, 2015, stating that there is no local Dish drop-off location for my convenience of dropping off the Dish "box" and 2 remote controls. You stated that Dish would provide me with a box and shipping label for UPS pick-up and that I should receive the box immediately. However, as of this date, I have NOT received a shipping box. I have no use for Dish's equipment and am anxious to get it shipped to Dish ASAP.
I also want to make you aware of another problem with Dish: my son, who lives 250 miles from me, recently attempted to obtain Dish's TV service recently and was told that he had an outstanding balance on his account of about $ 260. and that he would have to pay that. He explained to the representative that that was impossible because he had NEVER had Dish's service. The representative insisted that he had and that he owed this balance. I can certainly verify that my son has NEVER had ANY service with Dish and he is surely NOT responsible or accountable for any of my problems with Dish!!
Your immediate attention to these two problems will be greatly appreciated. Thank you.
Sincerely,
[redacted]. [redacted]
February 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted]: On February 1, 2017, we received your rebuttal, dated February 13, 2017, filed with the Revdex.com. You continue to request that we release you from the 24-month agreement. You maintain that the technician issues have continued after the technician visit which was completed on January 19, 2017. You also indicated that your nephew is no longer being deployed. Our records do not reveal any ongoing technical issues were reported. There are no reports of troubleshooting and as previously advised, the only time we show that technical issues are mentioned was during calls made to request that your service be disconnected. There were no technical issues reported following the January 19, 2017, technician visit. As we are unable to verify any ongoing technical issues, the commitment remains valid. Nevertheless, I will reduce the early termination fee by half. Please if you contact me at the phone number provided below to accept my offer. We will only release the customer from their contract if the account holder and/or his or her spouse is being deployed. 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 through Friday 7:00 am to 3:30 pm MDT[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
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 your DISH Network bill increased from $63.00 to $103.00 per month without any notice. You said that you...
were informed when you called in of the two-year contract and the early termination fee that would apply if you cancelled your service. You requested a refund for the last two months of service and a price much closer to what you were paying or for you to be released from your contract without penalty. When we spoke, I explained how you received a promotional price for the first year of service in the form of monthly credits which have now ended, resulting in the new increased rate. A review of your sales call indicates that this information, including your 24-month agreement, was disclosed to you. As an exception, I offered you a $10.00 monthly credit for six months to help you with your bill, and you accepted. 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 ###-###-####
April 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You stated that you recently added a Joey receiver to your DISH Network account. You indicated that you were not informed that this equipment addition would require a new contract on your account. You would like to return the equipment and requested that your previous contract be restored. When we spoke on April 15, 2016, I advised you that I reviewed your recorded call, which confirmed the commitment was disclosed. However, as a courtesy, I offered to waive the commitment and reactivate the Joey receiver. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Initial Business Response /* (1000, 4, 2015/04/29) */
April 28, 2015
Ms. [redacted]
[redacted]., [redacted]. [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 28, 2015, we received your correspondence, dated April 27,...
2015, filed with the Revdex.com.
You said that you are experiencing technical issues with the DVR service and requested that these issues be fixed.
Our records show that a replacement receiver was requested and a free technician visit was scheduled to resolve your technical issues.
When we spoke today, per your request, I rescheduled the technician visit date for May 2, 2015, between the hours of 8:00 am and 12:00 pm. I contacted the installation office and advised them of this change and requested that the technician contact you one hour before their time of arrival.
Because we value your business, I applied a $25.00 credit to your account for ten months.
I apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee **.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/10) */
August 4, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 29, 2015, we received your complaint, dated July 23, 2015, filed with the Better...
Business Bureau.
You expressed concern that you received a collection letter from Enhanced Recovery Company, LLC (ERC) for $40.52. You said that an offer was made on April 21, 2014, to settle a debt for a payment of $121.69, yet the account remained in collections for the remaining balance of $40.52.
When I spoke with you by telephone today, you provided me with copies of the settlement offer. I forwarded this information to collections and requested that this debt be removed from your credit report. Please allow six to eight week for the bureaus to be updated.
A review of your account reveals that it was sent to collections on September 2, 2013, because of an unpaid balance that carried over monthly since June 19, 2013. Because of the unpaid balance of $48.80, the service was disconnected due to non-payment on July 15, 2013, and the $192.50 early termination fee was applied to the account on July 31, 2013.
Then on August 7, 2013, $550.00 plus tax for unreturned equipment fees were applied to the account. When a payment was not made, the account was sent to collections on September 2, 2013.
The leased equipment was returned on September 19, 2013, and the unreturned equipment fees were reversed.
A payment was not received until May 9, 2014. This account was in the collections process for nearly eight months before it was settled. However, DISH Network was unaware of the offer made my ERC and since they did not remove the remaining balance, when you contacted DISH Network directly on July 23, 2015, we removed the balance and requested that the account be removed from your credit report.
There is no balance due on your DISH Network account.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (4000, 8, 2015/08/18) */
August 10, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On August 3, 2015, we received your correspondence, dated July 31, 2015, filed with...
the Revdex.com.
You stated that you have been overcharged for your DISH Network service. You requested that your early termination fee be waived so your service can be disconnected without penalty. You would also like a refund for the overpayment.
In our August 6, 2015, email correspondence, I informed you that your bill increased because your free promotional programming offer ended and you failed to remove the programming. As a result, you were billed for the services. I am unable to waive your early termination fee as you requested; however, I have applied a credit to your account for the programming. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(720) 514-7249
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
Final Consumer Response /* (4200, 6, 2015/08/11) */
I just found out that this company has changed my payment due date from the 22nd of each month to the 6th of each month. I just paid $98.39 on July 29th. Now , I'm required to pay AGAIN on 08/06 ?! I spoke to 3 people today 08/04 , 2 would not change my payment due date to where it has been for the last year , the last one said it would go back to what it was ( operator Ashley , ID # [redacted]). I was assured by this person that no money would be taken out from my account on 08/06. When I asked that this promise be put in writing and mailed to or emailed to me, Ashley said that there was no way for her company to do so.
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. There seems to be no other way to respond. It is true that dish sent me emails regarding the services, however I was not informed. Many items were left out, when I spoke with the rep. The verbal agreement was complete. I didn't think I had any other recourse. The TV service was constantly repetitive. I called dish numerous times. I was miss-informed, to the point of exhaustion. I had to accept the offer. No other choice was given. This experience was extremely frustrating. I appreciate the help provided by the Revdex.com.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/15) */
May 13, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the...
Revdex.com.
You said that you missed a payment and when you called in to set up an extension, the agent provided you with a channel package you did not like. You expressed concern over the level of customer service you received and would like your previous programming restored.
When we spoke, I explained that we can only offer a payment extension when a customer has a balance of $300.00 or less. Because your balance was higher than $300.00, the agent reduced your programming package in order to lower the balance due to set up the extension.
Our records reflect that you made a $200.00 payment and upgraded your package back to the one you had previously. In the interest of customer service, I applied a $50.00 monthly credit to your account for four months.
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]
July 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On July 19, 2016, we received your complaint, dated July 17, 2016, filed with the Revdex.com. You indicated that your neighbor had a DISH Network system installed in your yard and the technician would not remove it. You requested that the satellite dish be removed. When I spoke with you by telephone today, I informed you that I require your neighbor’s account information to research your claim, so we can determine who completed the installation. I was unable to locate an account with the address you provided and I requested that you notify your neighbor to contact me with the information I need. You declined my request. As I am unable to continue to assist you without more information, I forwarded your claim for investigation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
March 17, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You expressed dissatisfaction with the customer service you received while you were attempting to disconnect your service. You would like your service disconnected on March 26, 2015, and the equipment retrieved. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. Our records show that your service was scheduled for disconnection on March 31, 2016. As you requested, I changed the disconnection date to March 26, 2016. Please be assured that no service charges will be applied after this date. Your receiver (model 625) is obsolete; therefore, it does not need to be returned. As DISH Network does not require the satellite dish to be returned, we will not send a technician to remove it. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: I was holdover the phone by the dish representative that they do not Bill in advance. (which they do) I was refused my refund. Do to their negligence as a business, I am being punished. I was told over the phone they would send a technition out to retireive the tria and that I would not be responsible for it. Dish says their conversations are recorded so they need to go back and listen. This is only one of many lies I was told by dish. I am not happy with the reponse I received. Dish had made up their mind before even talking to me what their response was going to be and the gentleman o, the phone only wished to argue and call me a liar.
Sincerely,
[redacted]
September 28, 2016 Dear Mr. [redacted]: On September 21, 2016, we received your complaint, dated September 19, 2016, filed with the Revdex.com. You maintain that you received misinformation regarding our pricing and the term commitment. You disputed the early...
termination fee. You provided feedback regarding the customer service you received. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Infinity Sales Group LLC, an independent retailer. Under this promotion, you received free equipment and a free installation with the 2-Year Price Guarantee. You previously subscribed to the America’s Top 120+ package for $59.99 plus tax. Our records reveal that eAutoPay was established at the time of sale and you received a $10.00 monthly discount. When it was removed on July 14, 2016, you were no longer eligible to receive the $10.00 discount, which caused the monthly price to increase. I regret any confusion. Because your account was disconnected prior to the promotional fulfillment date, you were billed $440.00 for an early termination fee. When we spoke today, I advised you that I made an exception and I reduced the early termination fee to $100.00. I also submitted a refund of $295.13. Please allow five business days for processing. You accepted this resolution. After further review of your sales call, we found that your daughter established this account on your behalf. She was provided with full disclosure of the DHA terms and pricing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 ###-###-####. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because: The payment was taken out illegally (without my authorization) .. I would like a copy of that chat ....
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
September 21, 2015
Mr.[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 21, 2015, we received your complaint, dated September...
17, 2015, filed with the Revdex.com.
You indicated that when your receiver was replaced, the technician took the old receiver with him, yet you have been charged for unreturned equipment. When you contacted us, you were informed that the current balance due was $130.00.
When I spoke with you by telephone today, I informed you that the $199.00 fee was removed but the remaining balance was for programming. The promotional offer for free movies channels expired on September 19, 2015. Since we bill one month in advance, your current bill dated September 5, 2015, was for service from September 20, 2015, to October 19, 2015. Therefore, the charges reflected on this bill.
You informed me that you requested that the free channels be removed since August 25, 2015. I apologized for the inconvenience and removed the HBO, Cinemax, Showtime, Starz and DISH Movie Pack (formerly Blockbuster @Home) and the charges were removed. I also provided you with one month of service credits ($61.99).
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]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Gerri Santistevan,(Dish Personnel) Did help me to clear out the issues and extra charges. At this point, I have not further complains. Thank you for the time taken to address my complain and to fast get a solution.
Thank you again,
[redacted]
October 28, 2016 Dear Mr. [redacted]: On October 28, 2016, we received your complaint, dated October 26, 2016, filed with the Revdex.com. The retailer also collected the $50.00 processing fee. We are unable to honor your refund request. We appreciate your...
feedback and your concerns will be investigated internally. 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###-###-####
February 23, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that you are not being billed the rate of $65.00 that you were quoted for your second year of service. You want your account closed without penalty. When we spoke I explained that our promotion offers a one-year discount. However, we agreed to provide you with a $15.00 monthly credit for your second year of service, in order to extend the $65.00 rate. DISH Network experienced a $5.00 a month rate increase in February 2016. I agreed to add an additional $5.00 monthly credit to your account until your commitment expires. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted] [redacted] [redacted]
* [redacted]Tell us why here...
March 9, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 8, 2017, we received your rebuttal, dated March 7, 2017, filed with the Revdex.com. You expressed dissatisfaction with our customer service. We regret that your initial 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 [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 24, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 18, 2015, filed with the...
Revdex.com.
You requested to be released from the 24-month commitment for the internet service that is provided by DISH Network. The speed is too slow for your online schooling.
When I spoke with you by telephone today, I agreed to release you from the internet agreement. I scheduled the removal of the TRIA for July 5, 2015, between 8:00 am and 12:00 pm.
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the future.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 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]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 30, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You said that you experienced ongoing technical issues that were not resolved. You closed your account and expressed concern regarding being charged an early termination fee. When we spoke by phone, I told you that I waived your early termination fee and your account now has a zero balance. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are 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 [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]
Initial Business Response /* (1000, 4, 2015/05/04) */
May 1, 2015
Ms. [redacted]
[redacted]
Marietta, GA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On April 27, 2015, we received your complaint, dated April 24, 2015, filed with the Better...
Business Bureau.
My attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX on April 28, 29 and 30, 2015, were unsuccessful; however, I left three messages at (XXX) XXX-XXXX.
You expressed concern with the balance on your account. You maintain that you canceled your service on March 31, 2014, when you moved. You also said that DISH Network was unable to provide service at your new residence.
Your service was activated on March 24, 2013, with a 24-month commitment. Per your promotion, you are still bound to the term commitment if you change your residence. Enclosed is a copy of the 24-month agreement for your review.
Please be advised that our records do not show that a technician attempted to install service at your new residence. When you contacted us on March 25, 2014, you declined our offer to install the service at your new residence, but accepted placing your service on DISH Pause. DISH Pause is $5.00 a month and can be used for up to nine months. DISH Pause will also extend your term commitment by the number of months that the service is paused.
DISH Pause was removed on January 2, 2015, because the allowed time frame was reached. At that time, your previous service charges were reinstated.
Your DISH Network service was canceled on April 1, 2015, when we received your letter. The balance of $362.74 on your account includes a service balance of $172.74, an early termination fee of $180.00 and a $10.00 box return fee.
I made an exception and removed the service balance of $172.74; however, the early termination and box return fees are 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-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/05/20) */
I received your letter on May 9, 2015 but haven't been able to respond by May 15 th because I don't have a computer.
I received a letter from [redacted] Dispute Resolution Specialist with Dish Network on May 8, 2015, stating that she had attempted to phone me at (XXX) XXX-XXXX; that is NOT my phone #!! She also stated that her records do not show that a technician attempted to install service at my new address in Quitman, GA, where I moved to last year. I called the Dish C/S toll # and they sent a technician to my residence. It does not concern me that she has no record of this order, and she can certainly check with the Dish office in Quitman where I picked-up a "box" but then had to return it after the technician said that he could NOT install Dish service to my house because it was more than 150 feet from the Dish pole. Therefore I had to contact another servicer for my cable/satellite service. I had not attempted to have my Dish service transferred from my Marietta, GA address to the Quitman, GA address because I thought my son had made arrangements for the service in Quitman, already.
[redacted] stated in her letter that she had removed the $ 172.74 for "service" (that I didn't have anyway). She said there remains a $ 180.00 charge for early termination fee and a $ 10.00 box return fee. I don't feel that I should have to pay the termination charge because I DID attempt to continue with the Dish service at my new address but was unable to do so because Dish could NOT provide the service to me there!!
Final Business Response /* (4000, 13, 2015/05/26) */
May 22, 2015
Ms. [redacted]
[redacted]
Marietta, GA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the Revdex.com.
You expressed further concern with the balance on your account. You indicated that a technician was sent to your home and confirmed that you were unable to receive the service.
As previously advised, our records do not show that a DISH Network technician was sent in an attempt to establish service at your new residence. However, I made an exception and removed the early termination fee and box return fee from your account.
Please be advised that you are currently being charged $248.00 for unreturned equipment. Once the leased equipment is returned the fees will be removed, leaving your account at zero.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 21, 2015/08/18) */
Marietta, Ga [redacted]
July 27, 2015
[redacted], Dispute Resolution Specialist
Dish Network, L.L.C
P.O. Box [redacted]
Littleton, CO 80120
Re: [redacted]
Dear Ms. [redacted]:
I received your note on JUNE 19, 2015, dated June 8, 2015, stating that there is no local Dish drop-off location for my convenience of dropping off the Dish "box" and 2 remote controls. You stated that Dish would provide me with a box and shipping label for UPS pick-up and that I should receive the box immediately. However, as of this date, I have NOT received a shipping box. I have no use for Dish's equipment and am anxious to get it shipped to Dish ASAP.
I also want to make you aware of another problem with Dish: my son, who lives 250 miles from me, recently attempted to obtain Dish's TV service recently and was told that he had an outstanding balance on his account of about $ 260. and that he would have to pay that. He explained to the representative that that was impossible because he had NEVER had Dish's service. The representative insisted that he had and that he owed this balance. I can certainly verify that my son has NEVER had ANY service with Dish and he is surely NOT responsible or accountable for any of my problems with Dish!!
Your immediate attention to these two problems will be greatly appreciated. Thank you.
Sincerely,
[redacted]. [redacted]
February 8, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear [redacted]: On February 1, 2017, we received your rebuttal, dated February 13, 2017, filed with the Revdex.com. You continue to request that we release you from the 24-month agreement. You maintain that the technician issues have continued after the technician visit which was completed on January 19, 2017. You also indicated that your nephew is no longer being deployed. Our records do not reveal any ongoing technical issues were reported. There are no reports of troubleshooting and as previously advised, the only time we show that technical issues are mentioned was during calls made to request that your service be disconnected. There were no technical issues reported following the January 19, 2017, technician visit. As we are unable to verify any ongoing technical issues, the commitment remains valid. Nevertheless, I will reduce the early termination fee by half. Please if you contact me at the phone number provided below to accept my offer. We will only release the customer from their contract if the account holder and/or his or her spouse is being deployed. 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 through Friday 7:00 am to 3:30 pm MDT[redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
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 your DISH Network bill increased from $63.00 to $103.00 per month without any notice. You said that you...
were informed when you called in of the two-year contract and the early termination fee that would apply if you cancelled your service. You requested a refund for the last two months of service and a price much closer to what you were paying or for you to be released from your contract without penalty. When we spoke, I explained how you received a promotional price for the first year of service in the form of monthly credits which have now ended, resulting in the new increased rate. A review of your sales call indicates that this information, including your 24-month agreement, was disclosed to you. As an exception, I offered you a $10.00 monthly credit for six months to help you with your bill, and you accepted. 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 ###-###-####
April 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On April 15, 2016, we received your correspondence, dated April 14, 2016, filed with the Revdex.com. You stated that you recently added a Joey receiver to your DISH Network account. You indicated that you were not informed that this equipment addition would require a new contract on your account. You would like to return the equipment and requested that your previous contract be restored. When we spoke on April 15, 2016, I advised you that I reviewed your recorded call, which confirmed the commitment was disclosed. However, as a courtesy, I offered to waive the commitment and reactivate the Joey receiver. You accepted this resolution. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Initial Business Response /* (1000, 4, 2015/04/29) */
April 28, 2015
Ms. [redacted]
[redacted]., [redacted]. [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 28, 2015, we received your correspondence, dated April 27,...
2015, filed with the Revdex.com.
You said that you are experiencing technical issues with the DVR service and requested that these issues be fixed.
Our records show that a replacement receiver was requested and a free technician visit was scheduled to resolve your technical issues.
When we spoke today, per your request, I rescheduled the technician visit date for May 2, 2015, between the hours of 8:00 am and 12:00 pm. I contacted the installation office and advised them of this change and requested that the technician contact you one hour before their time of arrival.
Because we value your business, I applied a $25.00 credit to your account for ten months.
I apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee **.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/08/10) */
August 4, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 29, 2015, we received your complaint, dated July 23, 2015, filed with the Better...
Business Bureau.
You expressed concern that you received a collection letter from Enhanced Recovery Company, LLC (ERC) for $40.52. You said that an offer was made on April 21, 2014, to settle a debt for a payment of $121.69, yet the account remained in collections for the remaining balance of $40.52.
When I spoke with you by telephone today, you provided me with copies of the settlement offer. I forwarded this information to collections and requested that this debt be removed from your credit report. Please allow six to eight week for the bureaus to be updated.
A review of your account reveals that it was sent to collections on September 2, 2013, because of an unpaid balance that carried over monthly since June 19, 2013. Because of the unpaid balance of $48.80, the service was disconnected due to non-payment on July 15, 2013, and the $192.50 early termination fee was applied to the account on July 31, 2013.
Then on August 7, 2013, $550.00 plus tax for unreturned equipment fees were applied to the account. When a payment was not made, the account was sent to collections on September 2, 2013.
The leased equipment was returned on September 19, 2013, and the unreturned equipment fees were reversed.
A payment was not received until May 9, 2014. This account was in the collections process for nearly eight months before it was settled. However, DISH Network was unaware of the offer made my ERC and since they did not remove the remaining balance, when you contacted DISH Network directly on July 23, 2015, we removed the balance and requested that the account be removed from your credit report.
There is no balance due on your DISH Network account.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (4000, 8, 2015/08/18) */
August 10, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On August 3, 2015, we received your correspondence, dated July 31, 2015, filed with...
the Revdex.com.
You stated that you have been overcharged for your DISH Network service. You requested that your early termination fee be waived so your service can be disconnected without penalty. You would also like a refund for the overpayment.
In our August 6, 2015, email correspondence, I informed you that your bill increased because your free promotional programming offer ended and you failed to remove the programming. As a result, you were billed for the services. I am unable to waive your early termination fee as you requested; however, I have applied a credit to your account for the programming. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(720) 514-7249
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
Final Consumer Response /* (4200, 6, 2015/08/11) */
I just found out that this company has changed my payment due date from the 22nd of each month to the 6th of each month. I just paid $98.39 on July 29th. Now , I'm required to pay AGAIN on 08/06 ?! I spoke to 3 people today 08/04 , 2 would not change my payment due date to where it has been for the last year , the last one said it would go back to what it was ( operator Ashley , ID # [redacted]). I was assured by this person that no money would be taken out from my account on 08/06. When I asked that this promise be put in writing and mailed to or emailed to me, Ashley said that there was no way for her company to do so.
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. There seems to be no other way to respond. It is true that dish sent me emails regarding the services, however I was not informed. Many items were left out, when I spoke with the rep. The verbal agreement was complete. I didn't think I had any other recourse. The TV service was constantly repetitive. I called dish numerous times. I was miss-informed, to the point of exhaustion. I had to accept the offer. No other choice was given. This experience was extremely frustrating. I appreciate the help provided by the Revdex.com.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/15) */
May 13, 2015
Ms. [redacted] Rd.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 13, 2015, we received your complaint, dated May 12, 2015, filed with the...
Revdex.com.
You said that you missed a payment and when you called in to set up an extension, the agent provided you with a channel package you did not like. You expressed concern over the level of customer service you received and would like your previous programming restored.
When we spoke, I explained that we can only offer a payment extension when a customer has a balance of $300.00 or less. Because your balance was higher than $300.00, the agent reduced your programming package in order to lower the balance due to set up the extension.
Our records reflect that you made a $200.00 payment and upgraded your package back to the one you had previously. In the interest of customer service, I applied a $50.00 monthly credit to your account for four months.
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]
July 22, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On July 19, 2016, we received your complaint, dated July 17, 2016, filed with the Revdex.com. You indicated that your neighbor had a DISH Network system installed in your yard and the technician would not remove it. You requested that the satellite dish be removed. When I spoke with you by telephone today, I informed you that I require your neighbor’s account information to research your claim, so we can determine who completed the installation. I was unable to locate an account with the address you provided and I requested that you notify your neighbor to contact me with the information I need. You declined my request. As I am unable to continue to assist you without more information, I forwarded your claim for investigation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
March 17, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on March 15, 16 and 17, 2016, were unsuccessful; however, I left three messages. You expressed dissatisfaction with the customer service you received while you were attempting to disconnect your service. You would like your service disconnected on March 26, 2015, and the equipment retrieved. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. Our records show that your service was scheduled for disconnection on March 31, 2016. As you requested, I changed the disconnection date to March 26, 2016. Please be assured that no service charges will be applied after this date. Your receiver (model 625) is obsolete; therefore, it does not need to be returned. As DISH Network does not require the satellite dish to be returned, we will not send a technician to remove it. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: I was holdover the phone by the dish representative that they do not Bill in advance. (which they do) I was refused my refund. Do to their negligence as a business, I am being punished. I was told over the phone they would send a technition out to retireive the tria and that I would not be responsible for it. Dish says their conversations are recorded so they need to go back and listen. This is only one of many lies I was told by dish. I am not happy with the reponse I received. Dish had made up their mind before even talking to me what their response was going to be and the gentleman o, the phone only wished to argue and call me a liar.
Sincerely,
[redacted]
September 28, 2016 Dear Mr. [redacted]: On September 21, 2016, we received your complaint, dated September 19, 2016, filed with the Revdex.com. You maintain that you received misinformation regarding our pricing and the term commitment. You disputed the early...
termination fee. You provided feedback regarding the customer service you received. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Infinity Sales Group LLC, an independent retailer. Under this promotion, you received free equipment and a free installation with the 2-Year Price Guarantee. You previously subscribed to the America’s Top 120+ package for $59.99 plus tax. Our records reveal that eAutoPay was established at the time of sale and you received a $10.00 monthly discount. When it was removed on July 14, 2016, you were no longer eligible to receive the $10.00 discount, which caused the monthly price to increase. I regret any confusion. Because your account was disconnected prior to the promotional fulfillment date, you were billed $440.00 for an early termination fee. When we spoke today, I advised you that I made an exception and I reduced the early termination fee to $100.00. I also submitted a refund of $295.13. Please allow five business days for processing. You accepted this resolution. After further review of your sales call, we found that your daughter established this account on your behalf. She was provided with full disclosure of the DHA terms and pricing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 ###-###-####. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because: The payment was taken out illegally (without my authorization) .. I would like a copy of that chat ....
Sincerely,
[redacted]