Initial Business Response /* (1000, 5, 2015/10/27) */
October 26, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 23, 2015, we received your complaint, dated October 22, 2015, filed...
with the Revdex.com.
You said that you experienced technical issues which led to you disconnecting your account.
When we spoke, I advised you that I waived your $480.00 early termination fee due to the issues that you experienced, and I refunded $510.48 to your credit card account.
We sincerely regret any inconvenience this issue 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[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 ###-###-####
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]
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]
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]
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 4, 2017 Dear Mr. [redacted]: On January 4, 2017, we received your complaint, dated January 3, 2017, filed with the Revdex.com. You indicated that you did not sign a new 24-month agreement and although you requested a copy of a signed...
agreement, you have not received it. You mentioned your dissatisfaction with the customer service you received and that you only received copies of expired agreements. We were unable to locate a new 24-month agreement. However, the documented sales chat reveals that you agreed to a new two-year agreement when you exchanged your Hopper for Wally receivers and the 24-month commitment was disclosed during this chat. When I spoke with you by telephone today, I informed you that as an exception, I waived the new 24-month agreement. Boxes for the return of the Wally receivers are scheduled to be delivered on Thursday, January 5, 2017. Please return them along with the remotes to avoid unreturned equipment fees. With regard to the customer service you received, I apologize for the confusion. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
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###-###-####
Initial Business Response /* (1000, 4, 2015/05/15) */
May 7, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the...
Revdex.com.
You said that when you placed your order for our service, you did so with the understanding that you would have a bundled account with DISH Network and Century Link. You said that you have received separate bills and you would like to close your DISH Network account without penalty.
A review of your account reveals that you placed your order for our service through Altitude Marketing LLC (XXX-XXX-XXXX), a DISH Network sales partner. We reviewed your sales call recording and didn't find that you were told the services were going to be bundled. Because you agreed to the services, we ask that you fulfill your contractual obligation. I enclosed a copy of your contract for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason I signed up for dish was to get the bundled package. I didnt want just dish because I have no use for it. That is the only reason I signed up for it and I was told by your customer service that is what I was getting. I was transferred several times but they did tell me that. I have not had dish service for over two weeks. I did not call it in because I assumed it had been cancelled like I requested. Since you have already cancelled my service I am still requesting cancellation with no further charges. I was told by dish and even transferred to another department by dish that they used crntury link for their internet and that I would have bundled service. I do have century internet set up by your customer service. I have bills from them as well as dish. I did not call century link and add service, I was transferred to them by your customer service. Are you telling me you do not offer bundled services? I still believe your company is fradulently billing me for services I did not want. Your company was not honest and falsly lead me to believe I was getting a service you do not provide. I am now be billed for services I do not even have.
Final Business Response /* (4000, 12, 2015/05/29) */
May 28, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 28, 2015, we received your rebuttal, dated May 25, 2015, filed with the Revdex.com.
You want to know why your DISH Network account was disconnected.
Your service has been interrupted due to nonpayment. If a payment is not made, your account will be closed on June 23, 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (3000, 18, 2015/09/29) */
Received duplicate complaint 09/28/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Dish network told me they provided bundled service for dish tv and internet. They failed to provide the service I was told I would get.
Dish network told me when I signed up they would provide satellite tv and internet service for a bundled price. They sent a technician out to my house and installed the service. After my service was installed I began recieving bills from dish network and century link internet service. I continued to call Dish network to find out why my service was not bundled like I was told and they informed me they did not provide bundled service like I was told. The only reason I signed up for dish was to get the bundled service. I did not want satellite TV without the internet service. I tried several times to contact dish network and would get different answers each time. Some customer service reps I talked to said they did not offer bundled service and others said they did but had to go through a different internet company due to our location. Nobody would give me a straight answer. I told them I wanted to cancel my account since they did not provide the service they said would and I was told if I cancelled they would charge me a cancellation fee. I would have continued to pay for my service but I was getting billed by 3 different companies. I was getting billed by 2 internet companies and then dish network and I had no idea who I was suppose to be paying. I was supposed to be one bill, all bundled service. Dish shut my service off without telling me. I am not going to pay for service I was not getting. I have not had service for several months and all of a sudden I get a bill from dish for 449.40 for early termination video.
I want a rrefund towards my account in the amount of $449.40
$449.40
June 20, 2016 Mr. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On June 20, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that DISH Network is sending you advertisements that you do not wish to receive. You indicated that you continue to receive them even after you contacted DISH Network and requested that they cease. You would like this resolved. When we spoke today, I apologized for the inconvenience and I offered to place your information on our Do Not Contact list. Additionally, our Marketing Department was notified. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
January 10, 2017 Ms. [redacted], ID [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 9, 2017, we received your rebuttal, dated January 5, 2017, filed with the Revdex.com. You said that I advised you that DISH Network agents may charge or credit an account up to $25.00. You also expressed concern about the level of customer service you received and the information you were provided concerning your [redacted] receiver. When we spoke, I never advised you that agents could charge or credit your account up to $25.00. I informed you that our agents are empowered to apply monthly credits to accounts based on the situation presented and within our business rules. I reviewed several of your calls to us and found that you were provided several options concerning your receiver. Twice you were offered to have the receiver switched to purchased free of charge, but you declined. If the receiver is marked leased and you choose to disable it, it must be returned. Otherwise, if it is enabled, you are charged a monthly fee for having the receiver active on your account. If it is marked purchased, you may enable and disable it when you wish. Either way, you are only charged when the receiver is active. You were provided this information several times during your calls to us. If you wish to have the receiver marked as purchased, please contact me directly. Currently, it is marked leased and disabled, so it must be returned. Please note that in the past, you have contacted DISH Network several times to request that you not be charged for the [redacted] receiver and agents have applied credits as a courtesy. When you subscribed to automatic payments, you agreed that DISH Network would debit your bank account for your DISH Network balance. It was not my intention to add to your frustration. We sincerely regret any inconvenience this issue may have caused. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
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]
Initial Business Response /* (1000, 9, 2015/05/11) */
May 5, 2015
Ms. [redacted]
[redacted].
[redacted]
Re: Revdex.com Complaint # 75254585
8255909188318049-3495720
Dear Ms. [redacted]:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed with the...
Revdex.com.
You said you had a house fire in November 2014 and you paid for service you did not receive. You maintain you returned the equipment and you disputed the unreturned equipment fees. You requested a refund.
When we spoke today, I explained that our records reveal there is a history of partial payments being made for service, causing a past-due amount to be carried over.
I also advised you that we have no record that the two Hopper Sling receivers were returned. I made an exception and reversed a $299.00 equipment fee and the $315.00 early termination fee for the internet service from your account.
Per your request, I restored your service and submitted a refund of $207.48. Please allow five days for processing. In addition, I applied a $20.00 monthly credit for 12 months.
We apologize for any inconvenience you may have experienced. Your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082.
Sincerely,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(720) 514-7082
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
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 [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]
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]
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]
October 4, 2016 Dear Mr. [redacted]: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said that you were told that you didn’t have to return your leased equipment, but you were charged for it. You requested that the unreturned equipment fees be waived. When we spoke by phone I advised you that I will meet your request and waive the unreturned equipment fees. Your DISH Network account now has a zero balance. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
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]
*
Initial Business Response /* (1000, 5, 2015/10/27) */
October 26, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]
On October 23, 2015, we received your complaint, dated October 22, 2015, filed...
with the Revdex.com.
You said that you experienced technical issues which led to you disconnecting your account.
When we spoke, I advised you that I waived your $480.00 early termination fee due to the issues that you experienced, and I refunded $510.48 to your credit card account.
We sincerely regret any inconvenience this issue 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[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 ###-###-####
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]
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]
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]
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 4, 2017 Dear Mr. [redacted]: On January 4, 2017, we received your complaint, dated January 3, 2017, filed with the Revdex.com. You indicated that you did not sign a new 24-month agreement and although you requested a copy of a signed...
agreement, you have not received it. You mentioned your dissatisfaction with the customer service you received and that you only received copies of expired agreements. We were unable to locate a new 24-month agreement. However, the documented sales chat reveals that you agreed to a new two-year agreement when you exchanged your Hopper for Wally receivers and the 24-month commitment was disclosed during this chat. When I spoke with you by telephone today, I informed you that as an exception, I waived the new 24-month agreement. Boxes for the return of the Wally receivers are scheduled to be delivered on Thursday, January 5, 2017. Please return them along with the remotes to avoid unreturned equipment fees. With regard to the customer service you received, I apologize for the confusion. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
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###-###-####
Initial Business Response /* (1000, 4, 2015/05/15) */
May 7, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the...
Revdex.com.
You said that when you placed your order for our service, you did so with the understanding that you would have a bundled account with DISH Network and Century Link. You said that you have received separate bills and you would like to close your DISH Network account without penalty.
A review of your account reveals that you placed your order for our service through Altitude Marketing LLC (XXX-XXX-XXXX), a DISH Network sales partner. We reviewed your sales call recording and didn't find that you were told the services were going to be bundled. Because you agreed to the services, we ask that you fulfill your contractual obligation. I enclosed a copy of your contract for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason I signed up for dish was to get the bundled package. I didnt want just dish because I have no use for it. That is the only reason I signed up for it and I was told by your customer service that is what I was getting. I was transferred several times but they did tell me that. I have not had dish service for over two weeks. I did not call it in because I assumed it had been cancelled like I requested. Since you have already cancelled my service I am still requesting cancellation with no further charges. I was told by dish and even transferred to another department by dish that they used crntury link for their internet and that I would have bundled service. I do have century internet set up by your customer service. I have bills from them as well as dish. I did not call century link and add service, I was transferred to them by your customer service. Are you telling me you do not offer bundled services? I still believe your company is fradulently billing me for services I did not want. Your company was not honest and falsly lead me to believe I was getting a service you do not provide. I am now be billed for services I do not even have.
Final Business Response /* (4000, 12, 2015/05/29) */
May 28, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 28, 2015, we received your rebuttal, dated May 25, 2015, filed with the Revdex.com.
You want to know why your DISH Network account was disconnected.
Your service has been interrupted due to nonpayment. If a payment is not made, your account will be closed on June 23, 2015.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (3000, 18, 2015/09/29) */
Received duplicate complaint 09/28/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Dish network told me they provided bundled service for dish tv and internet. They failed to provide the service I was told I would get.
Dish network told me when I signed up they would provide satellite tv and internet service for a bundled price. They sent a technician out to my house and installed the service. After my service was installed I began recieving bills from dish network and century link internet service. I continued to call Dish network to find out why my service was not bundled like I was told and they informed me they did not provide bundled service like I was told. The only reason I signed up for dish was to get the bundled service. I did not want satellite TV without the internet service. I tried several times to contact dish network and would get different answers each time. Some customer service reps I talked to said they did not offer bundled service and others said they did but had to go through a different internet company due to our location. Nobody would give me a straight answer. I told them I wanted to cancel my account since they did not provide the service they said would and I was told if I cancelled they would charge me a cancellation fee. I would have continued to pay for my service but I was getting billed by 3 different companies. I was getting billed by 2 internet companies and then dish network and I had no idea who I was suppose to be paying. I was supposed to be one bill, all bundled service. Dish shut my service off without telling me. I am not going to pay for service I was not getting. I have not had service for several months and all of a sudden I get a bill from dish for 449.40 for early termination video.
I want a rrefund towards my account in the amount of $449.40
$449.40
June 20, 2016 Mr. [redacted] [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On June 20, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You stated that DISH Network is sending you advertisements that you do not wish to receive. You indicated that you continue to receive them even after you contacted DISH Network and requested that they cease. You would like this resolved. When we spoke today, I apologized for the inconvenience and I offered to place your information on our Do Not Contact list. Additionally, our Marketing Department was notified. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
January 10, 2017 Ms. [redacted], ID [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 9, 2017, we received your rebuttal, dated January 5, 2017, filed with the Revdex.com. You said that I advised you that DISH Network agents may charge or credit an account up to $25.00. You also expressed concern about the level of customer service you received and the information you were provided concerning your [redacted] receiver. When we spoke, I never advised you that agents could charge or credit your account up to $25.00. I informed you that our agents are empowered to apply monthly credits to accounts based on the situation presented and within our business rules. I reviewed several of your calls to us and found that you were provided several options concerning your receiver. Twice you were offered to have the receiver switched to purchased free of charge, but you declined. If the receiver is marked leased and you choose to disable it, it must be returned. Otherwise, if it is enabled, you are charged a monthly fee for having the receiver active on your account. If it is marked purchased, you may enable and disable it when you wish. Either way, you are only charged when the receiver is active. You were provided this information several times during your calls to us. If you wish to have the receiver marked as purchased, please contact me directly. Currently, it is marked leased and disabled, so it must be returned. Please note that in the past, you have contacted DISH Network several times to request that you not be charged for the [redacted] receiver and agents have applied credits as a courtesy. When you subscribed to automatic payments, you agreed that DISH Network would debit your bank account for your DISH Network balance. It was not my intention to add to your frustration. We sincerely regret any inconvenience this issue may have caused. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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]
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]
Initial Business Response /* (1000, 9, 2015/05/11) */
May 5, 2015
Ms. [redacted]
[redacted].
[redacted]
Re: Revdex.com Complaint # 75254585
8255909188318049-3495720
Dear Ms. [redacted]:
On May 5, 2015, we received your correspondence, dated May 4, 2015, filed with the...
Revdex.com.
You said you had a house fire in November 2014 and you paid for service you did not receive. You maintain you returned the equipment and you disputed the unreturned equipment fees. You requested a refund.
When we spoke today, I explained that our records reveal there is a history of partial payments being made for service, causing a past-due amount to be carried over.
I also advised you that we have no record that the two Hopper Sling receivers were returned. I made an exception and reversed a $299.00 equipment fee and the $315.00 early termination fee for the internet service from your account.
Per your request, I restored your service and submitted a refund of $207.48. Please allow five days for processing. In addition, I applied a $20.00 monthly credit for 12 months.
We apologize for any inconvenience you may have experienced. Your concerns will be used to improve our customers' interactions with our agents.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082.
Sincerely,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(720) 514-7082
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
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 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]
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]
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]
October 4, 2016 Dear Mr. [redacted]: On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com. You said that you were told that you didn’t have to return your leased equipment, but you were charged for it. You requested that the unreturned equipment fees be waived. When we spoke by phone I advised you that I will meet your request and waive the unreturned equipment fees. Your DISH Network account now has a zero balance. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
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]
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