February 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 5, 2018, we received your complaint, dated February 3, 2018, filed with the Revdex.com. You said that you pay for local channels as part of your television package. You indicated that in late January and early February, DISH Network failed to provide local channels and did not provide a refund for those days when you requested it. When I spoke with you today, I advised you that last year we separated the local channels from the core programming package for all of our customers. As a result, you see a $10.00 monthly fee on your bill. This was done so that our customers could see the impact of rising fees demanded by local channel owners. At that time, your core package was reduced by $5.00. I added a credit of $2.76 for the time without service. You stated that you were satisfied and your concerns were resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
March 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 10, 2017, we received your complaint, dated March 9, 2017, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you specifically requested an explanation of the DISH Pause policy. You were assured that your account could be placed on DISH Pause without penalty. You recently restored your service after pausing it and you were given an increased price. You were also informed that your promotional discounts would not resume. You requested that your discounts and monthly price of $71.70 be restored. A review of your sales call revealed that an explanation of how DISH Pause would impact your commitment was given; however, the loss of promotional discounts was not discussed. In our March 14, 2017, email correspondence, I offered to restore your discounts and to provide you with the $71.70 price for the remaining term of your contract. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[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. 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]
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.
Scott says he reviewed the voice tapes of me being sold their 'Hopper' service upgrade, and agreed that I was never told that I was going to have to sign a two year contract to get it. They admitted their error and refunded my early termination fee, so I am satisfied with the result.
Sincerely,
[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, 5, 2015/10/29) */
October 26, 2015
[redacted] and Mrs. [redacted]
XXXXX [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On October 26, 2015, we received your...
complaint, dated October 22, 2015, filed with the Revdex.com.
You expressed concern regarding your bundled account for TV, internet and phone. You now receive two separate bills and you find it difficult to make payments on the internet and telephone account. You requested that your services be rebundled.
When I spoke with you by telephone today, I explained that the services were unbundled because of a system change and at this time we are unable to bundle the account until further notice. I apologized for the inconvenience.
DishNET Wireline offers several options to make a payment. You may log into dishNETWireline.com, mail payments to PO Box XXXXX, Phoenix, AZ XXXXX-XXXX or call the customer service center.
Additionally, you were charged a $95.00 installation fee and a $50.00 custom order fee to relocate your system. As an exception, I removed these charges from your DISH Network TV 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
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Going to dishNETWireline.com takes me right back to the TV portion of my bill. My issue is NOT with paying the TV portion of my bill. I am NOT able to pay the PHONE and INTERNET. Did anyone even read this complaint?
Final Business Response /* (4000, 14, 2015/11/23) */
November 16, 2015
[redacted] and [redacted] and [redacted]
XXXXX [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted] and [redacted]:
On November 16, 2015, we received your complaint, dated November 12, 2015, filed with the Revdex.com.
You requested to be released from your commitments to DISH Network TV and internet service because you currently receive separate bills and you are unable to make an online payment to dishNET Wireline.
As previously advised, we are currently merging all accounts to a new system. We apologize for any inconvenience this may have caused.
The bundle option is not included in the agreements. Although you are currently receiving two separate bills, you are also receiving the bundled discount credit of $35.00 per month, which appears on your dishNET Wireline billing statement.
As stated in my previous responses, we offer other options to make a payment. The commitments remain 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
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 16, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You sold me the convenience of a bundled product and you are not holding up your end of this agreement. Having to pay by mail is not convenient. I do not accept your lame response and do not relieve you of your responsibility in the agreement.
Complaint: [redacted]
I am rejecting this response because: One of my main issues is that there was a piece of equipment that was never properly operating installed on my property from Dish Network, and their answer is to just want to leave it or I can have it hauled away for $95. I strongly think that the responsibility of removing the satellite dish should be the responsibility of Dish Network because it was never properly functioning. I never had a working product. I would like to ask DISH Network to explain to me why it is my responsibility to remove the DISH and not theirs. Please help me understand this. Further, I am asking them again to please remove it. I want to thank Dish Network for providing me with written documentation regarding my account being closed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:excuse me I gave no information to anybody I only want you to stop sending a bill that I do not owe I fulfilled the obligation and owe you no money you bill in advance and the bill I received would have been for the next month service the service was turned off and I no longer owe you anything. thank you so much !! I have no intention of paying this company another penny. I think I have been harassed enough.
Sincerely,
[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.)
Complaint: [redacted]
I am rejecting this response because: until Dish credits my account I am still responsible for all charges they made to my Centurylink account. Dish credited the $24.20 and it was in my account within 2 days, there is no reason it takes 3 weeks for the credit of $76.15 to show on my account. Until I receive this credit I will not accept. Once they credited my account I will accept, until then they are not trustworthy.
Sincerely,
[redacted]
January 16, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 8, 2018, we received your complaint, dated January 6, 2018, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on January 9, 10 and 15, 2018, were unsuccessful; however, I left three messages. I also sent you an email at [redacted] You maintain that you began to experience unresolved technical issues with your service after your equipment was upgraded. You requested a refund. Your equipment was upgraded on May 31, 2017, through our DISH’n It Up promotion. At that time, your account was enrolled in a new 24-month commitment. A review of the recorded calls on your account found that you contacted us about the following issues: · Receiver not connecting to internet · Unable to access Netflix · Remote issues · Assistance with programming remote to TV and receiver · Receivers requiring reset As you requested, a replacement receiver was sent to you on November 9, 2017. Please be advised that we tested the receiver once you returned it and did not find any issues. On December 13, 2017, you accepted our representative’s offer to apply a credit of $66.08 to your account for these issues that you experienced. Although you requested that your Joey receiver be replaced, our records do not show that a replacement was requested. I apologize for this oversight. Your DISH Network service was disconnected on January 5, 2018. At that time, the term commitment and associated early termination fee were waived. As DISH Network provided you with the services that you paid for, we are unable to honor your refund request. As a courtesy, I submitted a refund for two of your payments ($50.03 and $56.36). These refunds were applied to your credit card account on January 12, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/08/26) */
August 21, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 17, 2015, we received your complaint, dated August 18, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that the balance associated with your account was due to unreturned equipment. You advised me that you could not fit the equipment into the box we sent you and that you declined to pay for postage. You advised me to have someone pick up the equipment. As I explained, our technicians do not retrieve equipment due to our customer agreements providing that a box will be sent to you for its return.
As I informed you, we have no record of any offers to waive your balance or remove this item from your credit file.
As a courtesy, I waived half of the $420.00 balance, but you advised me that you would not pay the remaining $210.00 balance.
While we regret any inconvenience, as your leased equipment was never returned, we are unable to waive your remaining balance.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business response.
I was told by their representative that they would remove the items from my credit report in November, 2011. They removed it. They are now in 2015 wanting to change this agreement. I will not pay $210 or $420 because I do not owe it and I expect that Dish Network would be held to their word.
I'll wait another 5 business days to see if Dish resolves to remove the item from my credit report. After which, I will escalate this matter further and pursue legal action against Dish Network. They've caused me great harm and I have very nicely requested an amicable resolution.
Final Business Response /* (4000, 9, 2015/09/08) */
September 2, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 31, 2015, we received your rebuttal, dated August 28, 2015, filed with the Revdex.com.
You maintain that you were told that you did not have to return your leased equipment because you could not fit it in the box provided and that the information would be removed from your credit file.
When we spoke, I again advised you that our records from November 2011 show that your balance is valid and no offer to remove this item from your credit file or waive your balance.
I requested that you either pay your adjusted balance of $210.00 or return the receiver; however, you declined to do either.
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]
Final Consumer Response /* (4200, 11, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business' response.
Thank you Revdex.com for the attempt to resolve this matter. As Dish Network has refused to resolve by completely removing the item from my credit report, I'll end the back and forth now and proceed to taking legal action.
Again thank you for your efforts. If you decide to publish, please remove any of my personal before doing s0.
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, 4, 2015/10/20) */
October 14, 2015
Mr. [redacted]
Chicago, IL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You requested that your early termination fee (ETF) be waived since you canceled your service after four days because of signal problems. You also mentioned that when you requested the service, you were told that you could cancel it within ten days without penalty.
On October 7, 2015, Ms. [redacted] contacted you to inform you that your ETF was waived and that your DISH Network account now has a zero balance. However, you requested a Spanish-speaking representative. I attempted to contact you on October 9, 12 and 14, 2015, but I was unable to leave a voicemail.
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 - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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 ###-###-####
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.)
Initial Business Response /* (1000, 5, 2015/12/14) */
December 8, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015,...
filed with the Revdex.com.
You indicated that DISH Network did not honor the internet advertisement for 15 mbps and 50 GB of anytime usage and instead offered 10 mbps and 10 GB of usage. You requested that DISH Network provide you with the advertised offer.
In your voicemail on December 4, 2015, you indicated that you are no longer interested in internet service and you stated that you did not wish to be contacted by phone.
Please be advised that speeds and data allowances vary based on geographic location and the plan selected. Additionally, all plans are subject to availability. This is disclosed on all DISH Network advertisements.
Because we value you as a customer, I applied a monthly credit of $30.00 to your account for the next twelve months. I also requested that the credit inquiry for the internet service be removed. Please allow 45 days for processing.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
March 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs. [redacted]: On March 20, 2017, we received your rebuttal, dated March 17, 2017, filed with the Revdex.com. You disagreed with my response regarding the billing. You said you attempted to obtain service with another provider and the installation could not be completed without rewiring your home at an additional cost. I attempted to reach you at [redacted] on March 22, 23 and 24, 2017, and I left three voice messages. To assist you with the cost of service, your programming was downgraded and we provided monthly credits for ten months. We did not agree to remove the balance owed for service rendered. Because you are making partial payments, the unpaid balance is being carried over and causing late fees to apply to your account. Our records reveal that your account has not been paid in full since November 2015. The billing is accurate and no additional credit is warranted. We are unable to cover the cost for your home to be rewired. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
[redacted]
[redacted]
February 13, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 5, 2018, we received your complaint, dated February 3, 2018, filed with the Revdex.com. You said that you pay for local channels as part of your television package. You indicated that in late January and early February, DISH Network failed to provide local channels and did not provide a refund for those days when you requested it. When I spoke with you today, I advised you that last year we separated the local channels from the core programming package for all of our customers. As a result, you see a $10.00 monthly fee on your bill. This was done so that our customers could see the impact of rising fees demanded by local channel owners. At that time, your core package was reduced by $5.00. I added a credit of $2.76 for the time without service. You stated that you were satisfied and your concerns were resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
March 15, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On March 10, 2017, we received your complaint, dated March 9, 2017, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you specifically requested an explanation of the DISH Pause policy. You were assured that your account could be placed on DISH Pause without penalty. You recently restored your service after pausing it and you were given an increased price. You were also informed that your promotional discounts would not resume. You requested that your discounts and monthly price of $71.70 be restored. A review of your sales call revealed that an explanation of how DISH Pause would impact your commitment was given; however, the loss of promotional discounts was not discussed. In our March 14, 2017, email correspondence, I offered to restore your discounts and to provide you with the $71.70 price for the remaining term of your contract. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] cc: [redacted]
[redacted]
[redacted]
[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. 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]
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.
Scott says he reviewed the voice tapes of me being sold their 'Hopper' service upgrade, and agreed that I was never told that I was going to have to sign a two year contract to get it. They admitted their error and refunded my early termination fee, so I am satisfied with the result.
Sincerely,
[redacted]
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, 5, 2015/10/29) */
October 26, 2015
[redacted] and Mrs. [redacted]
XXXXX [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On October 26, 2015, we received your...
complaint, dated October 22, 2015, filed with the Revdex.com.
You expressed concern regarding your bundled account for TV, internet and phone. You now receive two separate bills and you find it difficult to make payments on the internet and telephone account. You requested that your services be rebundled.
When I spoke with you by telephone today, I explained that the services were unbundled because of a system change and at this time we are unable to bundle the account until further notice. I apologized for the inconvenience.
DishNET Wireline offers several options to make a payment. You may log into dishNETWireline.com, mail payments to PO Box XXXXX, Phoenix, AZ XXXXX-XXXX or call the customer service center.
Additionally, you were charged a $95.00 installation fee and a $50.00 custom order fee to relocate your system. As an exception, I removed these charges from your DISH Network TV 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
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Going to dishNETWireline.com takes me right back to the TV portion of my bill. My issue is NOT with paying the TV portion of my bill. I am NOT able to pay the PHONE and INTERNET. Did anyone even read this complaint?
Final Business Response /* (4000, 14, 2015/11/23) */
November 16, 2015
[redacted] and [redacted] and [redacted]
XXXXX [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted] and [redacted]:
On November 16, 2015, we received your complaint, dated November 12, 2015, filed with the Revdex.com.
You requested to be released from your commitments to DISH Network TV and internet service because you currently receive separate bills and you are unable to make an online payment to dishNET Wireline.
As previously advised, we are currently merging all accounts to a new system. We apologize for any inconvenience this may have caused.
The bundle option is not included in the agreements. Although you are currently receiving two separate bills, you are also receiving the bundled discount credit of $35.00 per month, which appears on your dishNET Wireline billing statement.
As stated in my previous responses, we offer other options to make a payment. The commitments remain 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
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (4200, 16, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You sold me the convenience of a bundled product and you are not holding up your end of this agreement. Having to pay by mail is not convenient. I do not accept your lame response and do not relieve you of your responsibility in the agreement.
Complaint: [redacted]
I am rejecting this response because: One of my main issues is that there was a piece of equipment that was never properly operating installed on my property from Dish Network, and their answer is to just want to leave it or I can have it hauled away for $95. I strongly think that the responsibility of removing the satellite dish should be the responsibility of Dish Network because it was never properly functioning. I never had a working product. I would like to ask DISH Network to explain to me why it is my responsibility to remove the DISH and not theirs. Please help me understand this. Further, I am asking them again to please remove it. I want to thank Dish Network for providing me with written documentation regarding my account being closed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:excuse me I gave no information to anybody I only want you to stop sending a bill that I do not owe I fulfilled the obligation and owe you no money you bill in advance and the bill I received would have been for the next month service the service was turned off and I no longer owe you anything. thank you so much !! I have no intention of paying this company another penny. I think I have been harassed enough.
Sincerely,
[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.)
Complaint: [redacted]
I am rejecting this response because: until Dish credits my account I am still responsible for all charges they made to my Centurylink account. Dish credited the $24.20 and it was in my account within 2 days, there is no reason it takes 3 weeks for the credit of $76.15 to show on my account. Until I receive this credit I will not accept. Once they credited my account I will accept, until then they are not trustworthy.
Sincerely,
[redacted]
January 16, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 8, 2018, we received your complaint, dated January 6, 2018, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on January 9, 10 and 15, 2018, were unsuccessful; however, I left three messages. I also sent you an email at [redacted] You maintain that you began to experience unresolved technical issues with your service after your equipment was upgraded. You requested a refund. Your equipment was upgraded on May 31, 2017, through our DISH’n It Up promotion. At that time, your account was enrolled in a new 24-month commitment. A review of the recorded calls on your account found that you contacted us about the following issues: · Receiver not connecting to internet · Unable to access Netflix · Remote issues · Assistance with programming remote to TV and receiver · Receivers requiring reset As you requested, a replacement receiver was sent to you on November 9, 2017. Please be advised that we tested the receiver once you returned it and did not find any issues. On December 13, 2017, you accepted our representative’s offer to apply a credit of $66.08 to your account for these issues that you experienced. Although you requested that your Joey receiver be replaced, our records do not show that a replacement was requested. I apologize for this oversight. Your DISH Network service was disconnected on January 5, 2018. At that time, the term commitment and associated early termination fee were waived. As DISH Network provided you with the services that you paid for, we are unable to honor your refund request. As a courtesy, I submitted a refund for two of your payments ($50.03 and $56.36). These refunds were applied to your credit card account on January 12, 2018. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/08/26) */
August 21, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 17, 2015, we received your complaint, dated August 18, 2015, filed with the...
Revdex.com.
You disputed the balance associated with your DISH Network account.
When we spoke, I advised you that the balance associated with your account was due to unreturned equipment. You advised me that you could not fit the equipment into the box we sent you and that you declined to pay for postage. You advised me to have someone pick up the equipment. As I explained, our technicians do not retrieve equipment due to our customer agreements providing that a box will be sent to you for its return.
As I informed you, we have no record of any offers to waive your balance or remove this item from your credit file.
As a courtesy, I waived half of the $420.00 balance, but you advised me that you would not pay the remaining $210.00 balance.
While we regret any inconvenience, as your leased equipment was never returned, we are unable to waive your remaining balance.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business response.
I was told by their representative that they would remove the items from my credit report in November, 2011. They removed it. They are now in 2015 wanting to change this agreement. I will not pay $210 or $420 because I do not owe it and I expect that Dish Network would be held to their word.
I'll wait another 5 business days to see if Dish resolves to remove the item from my credit report. After which, I will escalate this matter further and pursue legal action against Dish Network. They've caused me great harm and I have very nicely requested an amicable resolution.
Final Business Response /* (4000, 9, 2015/09/08) */
September 2, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 31, 2015, we received your rebuttal, dated August 28, 2015, filed with the Revdex.com.
You maintain that you were told that you did not have to return your leased equipment because you could not fit it in the box provided and that the information would be removed from your credit file.
When we spoke, I again advised you that our records from November 2011 show that your balance is valid and no offer to remove this item from your credit file or waive your balance.
I requested that you either pay your adjusted balance of $210.00 or return the receiver; however, you declined to do either.
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]
Final Consumer Response /* (4200, 11, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business' response.
Thank you Revdex.com for the attempt to resolve this matter. As Dish Network has refused to resolve by completely removing the item from my credit report, I'll end the back and forth now and proceed to taking legal action.
Again thank you for your efforts. If you decide to publish, please remove any of my personal before doing s0.
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, 4, 2015/10/20) */
October 14, 2015
Mr. [redacted]
Chicago, IL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You requested that your early termination fee (ETF) be waived since you canceled your service after four days because of signal problems. You also mentioned that when you requested the service, you were told that you could cancel it within ten days without penalty.
On October 7, 2015, Ms. [redacted] contacted you to inform you that your ETF was waived and that your DISH Network account now has a zero balance. However, you requested a Spanish-speaking representative. I attempted to contact you on October 9, 12 and 14, 2015, but I was unable to leave a voicemail.
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 - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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 ###-###-####
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.)
Initial Business Response /* (1000, 5, 2015/12/14) */
December 8, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 3, 2015,...
filed with the Revdex.com.
You indicated that DISH Network did not honor the internet advertisement for 15 mbps and 50 GB of anytime usage and instead offered 10 mbps and 10 GB of usage. You requested that DISH Network provide you with the advertised offer.
In your voicemail on December 4, 2015, you indicated that you are no longer interested in internet service and you stated that you did not wish to be contacted by phone.
Please be advised that speeds and data allowances vary based on geographic location and the plan selected. Additionally, all plans are subject to availability. This is disclosed on all DISH Network advertisements.
Because we value you as a customer, I applied a monthly credit of $30.00 to your account for the next twelve months. I also requested that the credit inquiry for the internet service be removed. Please allow 45 days for processing.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
March 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mrs. [redacted]: On March 20, 2017, we received your rebuttal, dated March 17, 2017, filed with the Revdex.com. You disagreed with my response regarding the billing. You said you attempted to obtain service with another provider and the installation could not be completed without rewiring your home at an additional cost. I attempted to reach you at [redacted] on March 22, 23 and 24, 2017, and I left three voice messages. To assist you with the cost of service, your programming was downgraded and we provided monthly credits for ten months. We did not agree to remove the balance owed for service rendered. Because you are making partial payments, the unpaid balance is being carried over and causing late fees to apply to your account. Our records reveal that your account has not been paid in full since November 2015. The billing is accurate and no additional credit is warranted. We are unable to cover the cost for your home to be rewired. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]