[redacted] Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you have been getting a black screen on your TV and that it is affecting your recordings. You requested that we release you from your contract. When we spoke, I advised you that I will send a technician to attempt to resolve the issue. I scheduled a free appointment and I requested that you contact me if the problem continues after the visit is completed. If the issue persists, I will honor your request. 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]
October 20, 2016 Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On October 17, 2016, we received your rebuttal, dated October 13, 2016, filed with the Revdex.com. You indicated that the funds debited from your bank account for a payment for your father’s (Mr. [redacted]) account was a DISH Network error and you declined the $40.00 credit that was applied to his account. You requested reimbursement for the Non-Sufficient Fund (NSF) fees that you incurred from your bank. When we spoke on September 27, 2016, I informed you that your credit card information was not saved in our system for automatic payments. However, your father used our automated telephone system to authorize the $97.33 payment through the form of payment last used. A refund of $97.33 was issued on September 21, 2016. This is not a DISH Network error and we cannot honor your request for reimbursements of NSF fees. You declined the courtesy credit that I had applied to your father’s account; therefore, I removed it. 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 - 2:30 pm MDT ###-###-####
Initial Business Response /* (1000, 4, 2015/11/25) */
November 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 20, 2015, we received your correspondence, dated November 19, 2015, filed with...
the Revdex.com.
You stated that DISH Network charged you $75.00 for service that the technician was unable to install. You expressed concern with the time required to receive your refund and the technician's failure to provide you with notification that the installation was not completed. You requested that these concerns be addressed.
When I spoke with Mr. [redacted] today, he confirmed that you received your refund and that they consider the matters to be closed.
We apologize for your experience and any inconvenience that our refund approval process may have caused.
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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
December 9, 2016 Dear Mr. [redacted]: On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com. You said that you were advised that you owed DISH Network nothing but you were then billed. When we...
spoke, I informed you that a review of your calls to DISH Network revealed that you were advised that your account was under a 24-month commitment and that its disconnection prior to the end of the commitment would incur an early termination fee. As I advised you, your current balance of $202.56 includes your $140.00 early termination fee, two $10.00 shipping and handling fees for your leased equipment and charges for service rendered. Once DISH Network receives payment for the full balance owed, your account will have a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
[redacted] Dear Ms. [redacted]: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you understood you would have access to all the same programming you received from your previous provider. You have found this not to be true. Additionally, you indicated that when you attempted to address the matter, the customer service you experienced did not meet your expectations. You requested access to the programming in question or that your account be disconnected without penalty. When we spoke, I advised you that DISH Network does not offer the programming that you requested and I apologized for your experience. As your signature was not electronically captured on your contract, I waived your early termination fee. You accepted this resolution and you agreed to contact DISH Network when you’re ready to disconnect your account 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]
Complaint: [redacted]
I am rejecting this response because: Again what is being stated is incorrect. If all the calls are recorded then going to the initial call would prove what I am saying to be correct and true but of course THAT call is unavailable. Again, there was never a service issue. We've lost signal maybe once or twice but never called to complain about it. The account is cancelled and I am happier knowing that I no longer have to deal with such a dishonest company and dishonest people such as this person who comes in at the end of the conversation and pretends to know everything that happened since day one but hasn't the slightest clue and can't even get the complaint correct.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/06/05) */
June 4, 2015
Mr. [redacted]
XXXXX W. Bates Ave.
Lakewood, CO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with the Better...
Business Bureau.
I attempted to contact you at (XXX) XXX-XXXX on June 2, 3 and 4, 2014, and I left three messages.
You maintain that you canceled your DISH Network services because you are moving out of the country. You requested that the early termination fees be waived.
I listened to the call recording from May 3, 2015. The reason you provided for canceling your account was that your wife works for Comcast and you will be receiving a significant discount for their service. There was no mention of you moving out of the country.
A review of your account reveals that the commitment associated with the internet service is valid; however, I waived the early termination fee in the interest of customer service. 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 (XXX) XXX-XXXX.
Sincerely,
John McPhaul
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
June 3, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 31, 2016, we received your complaint, dated May 28, 2016, filed with the Revdex.com. You said that you were told you had been released from your contract; however, when you called to disconnect your account, you were advised that you would be charged an early termination fee. You requested that you are not charged a fee for disconnecting your account. Our records reflect that you spoke with Mr. [redacted] in our Executive Escalations Department yesterday and he agreed to release you from your contract. He also set up your account to be disconnected on June 7, 2016, at your request. 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, 2015/08/12) */
July 24, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with...
the Revdex.com.
You maintain that your father-in-law, Mr. [redacted], has been without phone service since June 6, 2015. You said that Mr. [redacted] is elderly and in poor health, and he must have access to a phone line in case of an emergency. You have had several promises that the service would be restored, but nothing has been done yet. You requested that the service be restored, a credit on Mr. [redacted]'s account, and an apology to Mr. [redacted].
A review of Mr. [redacted]'s account reveals that a phone line was severed by a construction crew, causing a service outage to his area on June 6, 2015. The service lines belong to [redacted] and they have recently repaired the line and restored service to the area. However, Mr. [redacted] was still without phone service. DISH Network dispatched a [redacted] technician on July 18, 2015, and restored his phone service.
When I spoke to Mr. [redacted] on July 20, 2015, I offered him a $50.16 credit for the period of time he was without service and a $25.00 monthly credit for the next 12 months. He accepted my offer and agreed to contact me directly with any issue he may have in the future.
We strive to provide excellent service and regret that Mr. [redacted]'s experience was unfavorable. I sincerely apologize for the delay in restoring Mr. [redacted]'s phone service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like an explanation of the times we were told there would be a technician out there to repair the service and none showed up, this went on for about a week with no explanation or apology. on July 18, 2015 no technician showed up, instead a switch was flipped and the tech called them on their landline number to let them know the service was back on, and it was done in a very cold, rude almost surly manner. what I want to know is why they went without service for so long when all it took was a flip of the switch to transfer them to a another working line in the first place??? why wasn't that done early on and avoid all this hassle and the bad feelings ?????
Final Business Response /* (4000, 9, 2015/09/01) */
August 31, 2015
[redacted]
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 20, 2015, we received your rebuttal, dated August 19, 2015, filed with the Revdex.com.
You requested an explanation of why you were told that a [redacted] technician would be sent out to your father-in-law's home to repair the phone line, but no one showed up.
A review of your father's account reveals that [redacted] was dispatched for the repair; however, it was determined that the outage to his phone service was caused by a construction crew cutting a direct buried phone line in the area. This damage caused a major outage in his area, not just to his service. After the line was repaired, a [redacted] technician was dispatched to the service pole near his home. This technician was able to switch the service lines to your father's residence, which restored service.
Mr. [redacted] agreed to contact me directly should he experience any other issues with his service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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.
Sincerely,
[redacted]
[redacted] Dear [redacted]: On April 21, 2017, we received your complaint, dated April 20, 2017, filed with the Revdex.com. You expressed concern with the reporting of your account balance to collections. You maintain that although you received notification that your credit card account would be charged for an early termination fee, it was not charged and you did not receive a final bill. Our records show that your service was disconnected on November 16, 2016. At that time, your account was left with an unpaid service balance of $74.30. Since your term commitment was not fulfilled, an early termination fee of $60.00 was applied to your account. You were also charged a $10.00 equipment return fee. While DISH Network will make attempts to debit your credit card account for any promotional fees (e.g., early termination, unreturned equipment, and shipping) our attempts beginning on December 6, 2016, were unsuccessful. Billing statements showing the balance due were mailed to your home on November 16, 2016, and December 16, 2016. Although the service address on your account is incorrect, the billing address is correct and this is the address that the billing statements were mailed to. Enclosed are copies of these billing statements for your review. Because the balance was not paid, it was reported to a collection agency on December 28, 2016. When I spoke with you by phone on April 21, 2017, I advised you that I am willing to make an exception and remove the information from the credit bureaus once the balance is paid in full. You agreed to contact me directly to make a payment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
December 28, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Better Business...
Bureau.
You disputed the monthly billing, as you maintain you are supposed to be billed at the same rate for the duration of your 24-month commitment.
I attempted to reach you at [redacted] on December 22, 23 and 28, 2015. I left three voice messages.
We have no record of an offer that matches what you described. Because you agreed to the Digital Home Advantage (DHA) promotion with a 24-month commitment, you are provided you with a monthly discount of $20.00 for 12 months. When the credit ended, you were billed the regular price for programming.
Please note that your monthly bills show a countdown of credits, e.g., 1 of 12, 2 of 12, 3 of 12, etc. I have enclosed a copy of your November 2014 and September and October 2015 billing statements for your review. I also enclosed a copy of your signed DHA agreement for your records.
The billing is accurate. While no additional credits or refund is warranted, I made an exception and applied a $10.00 monthly credit to your account for ten months.
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, 6:00 am to 2:30 pm MST
[redacted]
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
January 18, 2017 Dear Dr. [redacted]: On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you experienced unresolved...
technical issues. On August 8, 2015, you were enrolled in a 24-month commitment when your equipment was upgraded through our DISH’n It Up promotion. Our records show that the technical issues that you reported were weather-related. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming. However, your service will return after the weather condition has passed. As you requested, a technician was sent to your home on December 21, 2016. He confirmed that your service was working when he left. Although you stated that your service only worked for two days, we do not show that you contacted us until January 5, 2017. At that time, you opted to cancel your service. Since your term commitment was not fulfilled, an early termination fee of $160.00 was applied to your account. You were also charged two $10.00 unreturned equipment fees. When I spoke with you by phone on January 17, 2017, I advised you that I made an exception and reversed the fees from your account, leaving a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
Complaint: [redacted]
I am rejecting this response because: a fair resolution is not being provided. I understand that the signatures are sometimes collected via an electronic stylus, but I will reiterate once more that a signature from me was NEVER obtained. Not through any means whatsoever, therefore the contract is not valid nor binding and the only FAIR resolution would be to allow me to walk away without ANY monetary penalty. I hope that Dish cuts off all connections with the people at [redacted] working on their behalf as they are obviously not hesitant to commit fraud and forgery. The signature on the contract is not even my name, it is printed under "[redacted]" which is my first name and middle name. It is easy to prove that these people forged my name unto this document.
Sincerely,
[redacted]
March 23, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] & [redacted] ...
[redacted] Dear Mr. [redacted]: On March 16, 2018, we received your rebuttal, dated March 16, 2018, filed with the Revdex.com. You disagreed with the term commitment for the DISH’n It Up (DIU) equipment upgrade and mentioned your dissatisfaction with your current equipment. You requested a refund for the DISH Protect Silver plan and to receive programming credits. I regret that we were previously unable to speak directly. It is not my intent to add to your frustration. When we corresponded by email and spoke by phone today, I scheduled a free DIU Hopper 3 equipment upgrade with no term commitment for March 24, 2018, between the hours of 12:00 pm and 5:00 pm. I also applied a monthly credit of $10.00 for six months to your account. Please note that our technical support agents are available to troubleshoot with our customers and if necessary, they will replace equipment or schedule a technician visit at the applicable price. We have no record that you reported any ongoing technical concerns. As previously explained, the DISH Protect Silver plan provides a discount for the technician visit and covers the shipping cost for replacement equipment. We are unable to honor your refund request; however, you may remove this plan from your account at any time. We appreciate your feedback and 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. In your complaint, you expressed concern regarding: Known receiver issuesHopper 3 upgradeTaxCredit Card AutoPayA review of your account reveals that I addressed your concerns through a complaint you filed with the Florida Attorney General’s Office. Enclosed is a copy of my response for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted].Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]February 19, 2016Mr. [redacted]Office of Citizen ServicesConsumer Affairs and ProtectionOffice of the Attorney GeneralState of FloridaThe Capitol, PL-01Tallahassee, FL 32399Re: Mr. [redacted] Issue Number: [redacted]Dear Mr. [redacted]:On February 16, 2016, we received your correspondence, dated February 16, 2016, regarding Mr. [redacted].In Mr. Milian’s complaint, he expressed concern regarding:Known receiver issuesHopper 3 upgradeTaxesAutoPayWhen I spoke with Mr. [redacted] by phone, I informed him that we are currently working on a software patch to resolve his receiver issue. However, I don’t have a date to provide Mr. [redacted] as to when the patch will be released. I offered to disconnect Mr. Milian’s account without penalty as an exception. I also offered Mr. [redacted] a Hopper 3 equipment upgrade with no contract and I agreed to waive the additional $3.00 which would be added to his bill for the remainder of his contract period. I advised Mr. [redacted] that the taxes we have billed him are accurate. I recommended that he visit the Florida Department of Revenue’s website (http://dor.myflorida.com/dor/taxes/cst.html) for further information. We also discussed the Autopay option. I informed Mr. [redacted] that AutoPay can be reinstated on his account; however, the balance would need to be zeroed out first. Mr. [redacted] said that he will consider my offers and he will call me back with his decision. If there are further questions or concerns about this issue, please feel free to contact me at [redacted].Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]cc: Mr. [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/10/02) */
October 1, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September...
28, 2015, filed with the Revdex.com.
You disputed the early termination fees applied to your DISH Network account. You indicated that you experienced technical issues with your internet service and you did not accept the placement of the dish.
When we spoke, I advised you that DISH Network has no control over where you move or whether your new property will have a line of sight. I also explained that our customer agreement provides that your 24-month commitment applies even if you change locations.
A review of your account reveals that we were not contacted concerning technical issues with your internet service.
As DISH Network is able to provide you with service and as we were not given an opportunity to resolve any technical issues you may have experienced, I am unable to waive your early termination fees.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]still not being given what I signed up for or paying. Also dish is false advertising in there paper flyers in the news paper saying local channels included. There is only two options that will satisfy me are resuming programming for channel 2 and 31 or releasing me from my contact with no early termination fees
September 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 27, 2017, we received your complaint, dated September 26, 2017, filed with the Revdex.com. You expressed concern with the balance that was reported to collections by DISH Network for unreturned equipment. You maintain that the equipment was returned to [redacted]. You would like the balance removed. Your DISH Network service was activated on December 26, 2015, with a 24-month commitment through [redacted]. Although DISH Network’s service charges were sent to [redacted] for billing purposes, your service and equipment was still provided by DISH Network. Therefore, the equipment was required to be returned to DISH Network upon disconnected. Your service was unbundled from [redacted] on February 24, 2017. As a result, DISH Network began to bill you directly for our services. Your service was disconnected on May 6, 2017. Since the equipment was not returned to DISH Network, you were charged $298.00. When I spoke with you by phone on September 27, 2017, I advised you that I removed the equipment charges from your account, leaving a zero balance. I also submitted a refund of $298.00 to your credit card account. Please allow up to five business days for processing. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because: They have simply used the same wording everyone else on the customer service department is been trained to use. I am going to be on the lookout for the competition which should be releasing similar technology soon and remember about how DISH works to retain current customers.
Sincerely,
[redacted]
January 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you have been getting a black screen on your TV and that it is affecting your recordings. You requested that we release you from your contract. When we spoke, I advised you that I will send a technician to attempt to resolve the issue. I scheduled a free appointment and I requested that you contact me if the problem continues after the visit is completed. If the issue persists, I will honor your request. 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]
October 20, 2016 Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On October 17, 2016, we received your rebuttal, dated October 13, 2016, filed with the Revdex.com. You indicated that the funds debited from your bank account for a payment for your father’s (Mr. [redacted]) account was a DISH Network error and you declined the $40.00 credit that was applied to his account. You requested reimbursement for the Non-Sufficient Fund (NSF) fees that you incurred from your bank. When we spoke on September 27, 2016, I informed you that your credit card information was not saved in our system for automatic payments. However, your father used our automated telephone system to authorize the $97.33 payment through the form of payment last used. A refund of $97.33 was issued on September 21, 2016. This is not a DISH Network error and we cannot honor your request for reimbursements of NSF fees. You declined the courtesy credit that I had applied to your father’s account; therefore, I removed it. 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 - 2:30 pm MDT ###-###-####
Initial Business Response /* (1000, 4, 2015/11/25) */
November 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 20, 2015, we received your correspondence, dated November 19, 2015, filed with...
the Revdex.com.
You stated that DISH Network charged you $75.00 for service that the technician was unable to install. You expressed concern with the time required to receive your refund and the technician's failure to provide you with notification that the installation was not completed. You requested that these concerns be addressed.
When I spoke with Mr. [redacted] today, he confirmed that you received your refund and that they consider the matters to be closed.
We apologize for your experience and any inconvenience that our refund approval process may have caused.
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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
December 9, 2016 Dear Mr. [redacted]: On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com. You said that you were advised that you owed DISH Network nothing but you were then billed. When we...
spoke, I informed you that a review of your calls to DISH Network revealed that you were advised that your account was under a 24-month commitment and that its disconnection prior to the end of the commitment would incur an early termination fee. As I advised you, your current balance of $202.56 includes your $140.00 early termination fee, two $10.00 shipping and handling fees for your leased equipment and charges for service rendered. Once DISH Network receives payment for the full balance owed, your account will have a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
April 7, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you understood you would have access to all the same programming you received from your previous provider. You have found this not to be true. Additionally, you indicated that when you attempted to address the matter, the customer service you experienced did not meet your expectations. You requested access to the programming in question or that your account be disconnected without penalty. When we spoke, I advised you that DISH Network does not offer the programming that you requested and I apologized for your experience. As your signature was not electronically captured on your contract, I waived your early termination fee. You accepted this resolution and you agreed to contact DISH Network when you’re ready to disconnect your account 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]
Complaint: [redacted]
I am rejecting this response because: Again what is being stated is incorrect. If all the calls are recorded then going to the initial call would prove what I am saying to be correct and true but of course THAT call is unavailable. Again, there was never a service issue. We've lost signal maybe once or twice but never called to complain about it. The account is cancelled and I am happier knowing that I no longer have to deal with such a dishonest company and dishonest people such as this person who comes in at the end of the conversation and pretends to know everything that happened since day one but hasn't the slightest clue and can't even get the complaint correct.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/06/05) */
June 4, 2015
Mr. [redacted]
XXXXX W. Bates Ave.
Lakewood, CO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with the Better...
Business Bureau.
I attempted to contact you at (XXX) XXX-XXXX on June 2, 3 and 4, 2014, and I left three messages.
You maintain that you canceled your DISH Network services because you are moving out of the country. You requested that the early termination fees be waived.
I listened to the call recording from May 3, 2015. The reason you provided for canceling your account was that your wife works for Comcast and you will be receiving a significant discount for their service. There was no mention of you moving out of the country.
A review of your account reveals that the commitment associated with the internet service is valid; however, I waived the early termination fee in the interest of customer service. 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 (XXX) XXX-XXXX.
Sincerely,
John McPhaul
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
June 3, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 31, 2016, we received your complaint, dated May 28, 2016, filed with the Revdex.com. You said that you were told you had been released from your contract; however, when you called to disconnect your account, you were advised that you would be charged an early termination fee. You requested that you are not charged a fee for disconnecting your account. Our records reflect that you spoke with Mr. [redacted] in our Executive Escalations Department yesterday and he agreed to release you from your contract. He also set up your account to be disconnected on June 7, 2016, at your request. 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, 2015/08/12) */
July 24, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with...
the Revdex.com.
You maintain that your father-in-law, Mr. [redacted], has been without phone service since June 6, 2015. You said that Mr. [redacted] is elderly and in poor health, and he must have access to a phone line in case of an emergency. You have had several promises that the service would be restored, but nothing has been done yet. You requested that the service be restored, a credit on Mr. [redacted]'s account, and an apology to Mr. [redacted].
A review of Mr. [redacted]'s account reveals that a phone line was severed by a construction crew, causing a service outage to his area on June 6, 2015. The service lines belong to [redacted] and they have recently repaired the line and restored service to the area. However, Mr. [redacted] was still without phone service. DISH Network dispatched a [redacted] technician on July 18, 2015, and restored his phone service.
When I spoke to Mr. [redacted] on July 20, 2015, I offered him a $50.16 credit for the period of time he was without service and a $25.00 monthly credit for the next 12 months. He accepted my offer and agreed to contact me directly with any issue he may have in the future.
We strive to provide excellent service and regret that Mr. [redacted]'s experience was unfavorable. I sincerely apologize for the delay in restoring Mr. [redacted]'s phone service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like an explanation of the times we were told there would be a technician out there to repair the service and none showed up, this went on for about a week with no explanation or apology. on July 18, 2015 no technician showed up, instead a switch was flipped and the tech called them on their landline number to let them know the service was back on, and it was done in a very cold, rude almost surly manner. what I want to know is why they went without service for so long when all it took was a flip of the switch to transfer them to a another working line in the first place??? why wasn't that done early on and avoid all this hassle and the bad feelings ?????
Final Business Response /* (4000, 9, 2015/09/01) */
August 31, 2015
[redacted]
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 20, 2015, we received your rebuttal, dated August 19, 2015, filed with the Revdex.com.
You requested an explanation of why you were told that a [redacted] technician would be sent out to your father-in-law's home to repair the phone line, but no one showed up.
A review of your father's account reveals that [redacted] was dispatched for the repair; however, it was determined that the outage to his phone service was caused by a construction crew cutting a direct buried phone line in the area. This damage caused a major outage in his area, not just to his service. After the line was repaired, a [redacted] technician was dispatched to the service pole near his home. This technician was able to switch the service lines to your father's residence, which restored service.
Mr. [redacted] agreed to contact me directly should he experience any other issues with his service.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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.
Sincerely,
[redacted]
April 25, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On April 21, 2017, we received your complaint, dated April 20, 2017, filed with the Revdex.com. You expressed concern with the reporting of your account balance to collections. You maintain that although you received notification that your credit card account would be charged for an early termination fee, it was not charged and you did not receive a final bill. Our records show that your service was disconnected on November 16, 2016. At that time, your account was left with an unpaid service balance of $74.30. Since your term commitment was not fulfilled, an early termination fee of $60.00 was applied to your account. You were also charged a $10.00 equipment return fee. While DISH Network will make attempts to debit your credit card account for any promotional fees (e.g., early termination, unreturned equipment, and shipping) our attempts beginning on December 6, 2016, were unsuccessful. Billing statements showing the balance due were mailed to your home on November 16, 2016, and December 16, 2016. Although the service address on your account is incorrect, the billing address is correct and this is the address that the billing statements were mailed to. Enclosed are copies of these billing statements for your review. Because the balance was not paid, it was reported to a collection agency on December 28, 2016. When I spoke with you by phone on April 21, 2017, I advised you that I am willing to make an exception and remove the information from the credit bureaus once the balance is paid in full. You agreed to contact me directly to make a payment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
December 28, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Better Business...
Bureau.
You disputed the monthly billing, as you maintain you are supposed to be billed at the same rate for the duration of your 24-month commitment.
I attempted to reach you at [redacted] on December 22, 23 and 28, 2015. I left three voice messages.
We have no record of an offer that matches what you described. Because you agreed to the Digital Home Advantage (DHA) promotion with a 24-month commitment, you are provided you with a monthly discount of $20.00 for 12 months. When the credit ended, you were billed the regular price for programming.
Please note that your monthly bills show a countdown of credits, e.g., 1 of 12, 2 of 12, 3 of 12, etc. I have enclosed a copy of your November 2014 and September and October 2015 billing statements for your review. I also enclosed a copy of your signed DHA agreement for your records.
The billing is accurate. While no additional credits or refund is warranted, I made an exception and applied a $10.00 monthly credit to your account for ten months.
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, 6:00 am to 2:30 pm MST
[redacted]
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
January 18, 2017 Dear Dr. [redacted]: On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You maintain that you experienced unresolved...
technical issues. On August 8, 2015, you were enrolled in a 24-month commitment when your equipment was upgraded through our DISH’n It Up promotion. Our records show that the technical issues that you reported were weather-related. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming. However, your service will return after the weather condition has passed. As you requested, a technician was sent to your home on December 21, 2016. He confirmed that your service was working when he left. Although you stated that your service only worked for two days, we do not show that you contacted us until January 5, 2017. At that time, you opted to cancel your service. Since your term commitment was not fulfilled, an early termination fee of $160.00 was applied to your account. You were also charged two $10.00 unreturned equipment fees. When I spoke with you by phone on January 17, 2017, I advised you that I made an exception and reversed the fees from your account, leaving a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT###-###-####
Complaint: [redacted]
I am rejecting this response because: a fair resolution is not being provided. I understand that the signatures are sometimes collected via an electronic stylus, but I will reiterate once more that a signature from me was NEVER obtained. Not through any means whatsoever, therefore the contract is not valid nor binding and the only FAIR resolution would be to allow me to walk away without ANY monetary penalty. I hope that Dish cuts off all connections with the people at [redacted] working on their behalf as they are obviously not hesitant to commit fraud and forgery. The signature on the contract is not even my name, it is printed under "[redacted]" which is my first name and middle name. It is easy to prove that these people forged my name unto this document.
Sincerely,
[redacted]
March 23, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] & [redacted] ...
[redacted] Dear Mr. [redacted]: On March 16, 2018, we received your rebuttal, dated March 16, 2018, filed with the Revdex.com. You disagreed with the term commitment for the DISH’n It Up (DIU) equipment upgrade and mentioned your dissatisfaction with your current equipment. You requested a refund for the DISH Protect Silver plan and to receive programming credits. I regret that we were previously unable to speak directly. It is not my intent to add to your frustration. When we corresponded by email and spoke by phone today, I scheduled a free DIU Hopper 3 equipment upgrade with no term commitment for March 24, 2018, between the hours of 12:00 pm and 5:00 pm. I also applied a monthly credit of $10.00 for six months to your account. Please note that our technical support agents are available to troubleshoot with our customers and if necessary, they will replace equipment or schedule a technician visit at the applicable price. We have no record that you reported any ongoing technical concerns. As previously explained, the DISH Protect Silver plan provides a discount for the technician visit and covers the shipping cost for replacement equipment. We are unable to honor your refund request; however, you may remove this plan from your account at any time. We appreciate your feedback and 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 25, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
[redacted]: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com. In your complaint, you expressed concern regarding: Known receiver issuesHopper 3 upgradeTaxCredit Card AutoPayA review of your account reveals that I addressed your concerns through a complaint you filed with the Florida Attorney General’s Office. Enclosed is a copy of my response for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted].Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]February 19, 2016Mr. [redacted]Office of Citizen ServicesConsumer Affairs and ProtectionOffice of the Attorney GeneralState of FloridaThe Capitol, PL-01Tallahassee, FL 32399Re: Mr. [redacted] Issue Number: [redacted]Dear Mr. [redacted]:On February 16, 2016, we received your correspondence, dated February 16, 2016, regarding Mr. [redacted].In Mr. Milian’s complaint, he expressed concern regarding:Known receiver issuesHopper 3 upgradeTaxesAutoPayWhen I spoke with Mr. [redacted] by phone, I informed him that we are currently working on a software patch to resolve his receiver issue. However, I don’t have a date to provide Mr. [redacted] as to when the patch will be released. I offered to disconnect Mr. Milian’s account without penalty as an exception. I also offered Mr. [redacted] a Hopper 3 equipment upgrade with no contract and I agreed to waive the additional $3.00 which would be added to his bill for the remainder of his contract period. I advised Mr. [redacted] that the taxes we have billed him are accurate. I recommended that he visit the Florida Department of Revenue’s website (http://dor.myflorida.com/dor/taxes/cst.html) for further information. We also discussed the Autopay option. I informed Mr. [redacted] that AutoPay can be reinstated on his account; however, the balance would need to be zeroed out first. Mr. [redacted] said that he will consider my offers and he will call me back with his decision. If there are further questions or concerns about this issue, please feel free to contact me at [redacted].Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]cc: Mr. [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/10/02) */
October 1, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 29, 2015, we received your complaint, dated September...
28, 2015, filed with the Revdex.com.
You disputed the early termination fees applied to your DISH Network account. You indicated that you experienced technical issues with your internet service and you did not accept the placement of the dish.
When we spoke, I advised you that DISH Network has no control over where you move or whether your new property will have a line of sight. I also explained that our customer agreement provides that your 24-month commitment applies even if you change locations.
A review of your account reveals that we were not contacted concerning technical issues with your internet service.
As DISH Network is able to provide you with service and as we were not given an opportunity to resolve any technical issues you may have experienced, I am unable to waive your early termination fees.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]still not being given what I signed up for or paying. Also dish is false advertising in there paper flyers in the news paper saying local channels included. There is only two options that will satisfy me are resuming programming for channel 2 and 31 or releasing me from my contact with no early termination fees
September 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 27, 2017, we received your complaint, dated September 26, 2017, filed with the Revdex.com. You expressed concern with the balance that was reported to collections by DISH Network for unreturned equipment. You maintain that the equipment was returned to [redacted]. You would like the balance removed. Your DISH Network service was activated on December 26, 2015, with a 24-month commitment through [redacted]. Although DISH Network’s service charges were sent to [redacted] for billing purposes, your service and equipment was still provided by DISH Network. Therefore, the equipment was required to be returned to DISH Network upon disconnected. Your service was unbundled from [redacted] on February 24, 2017. As a result, DISH Network began to bill you directly for our services. Your service was disconnected on May 6, 2017. Since the equipment was not returned to DISH Network, you were charged $298.00. When I spoke with you by phone on September 27, 2017, I advised you that I removed the equipment charges from your account, leaving a zero balance. I also submitted a refund of $298.00 to your credit card account. Please allow up to five business days for processing. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: They have simply used the same wording everyone else on the customer service department is been trained to use. I am going to be on the lookout for the competition which should be releasing similar technology soon and remember about how DISH works to retain current customers.
Sincerely,
[redacted]