Dear Mr. [redacted]: On February 4, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges. You maintain you were told that your monthly rate would be locked in for two years. You also stated...
that you were told Credit Card AutoPay was required. Your service was activated on February 5, 2015, with a 24-month commitment through I Dish (###-###-####), an independent company. Please note that DISH Network reserves the right to change prices at any time. Your promotion included a discount of $45.00 for the first 12 months. You began to be billed the regular monthly rate of $108.99 plus tax on February 5, 2016. Please be advised that this monthly rate included a $5.00 price increase that we experienced on January 14, 2016. Additionally, the monthly rate did not include the movie channels (HBO and Starz) that you subscribed to. On January 30, 2016, you changed your programming to the America’s Top 200 package. You were also provided with Encore at half price for six months. This made your monthly rate $101.99 plus tax. When I spoke with you by phone today, I advised you that we are unable to extend the $45.00 monthly discount for the second year of service. As a result, I waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. You also mentioned that your initial installation was not completed properly and the Hopper and On Demand features were not explained accurately. We appreciate that you brought these issues to our attention so that we may address them internally with the appropriate personnel. 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, 6:30 am – 3:00 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/05/29) */
May 27, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On May 22, 2015, we received your complaint, dated May 21, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on May 22, 26 and 27, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the debit of $349.00 that was applied to your checking account for a Smart Surround Sound System. You maintain that you requested just the sound bar for $199.00 and you provided a credit card account number for the payment. You also said that you are awaiting a return box for the Surround Sound system; however, you requested an immediate refund.
Our records reveal that a Smart Surround Sound System was installed by our technician on May 18, 2015. Enclosed is a copy of the signed receipt authorizing the payment from your checking account. On May 22, 2015, the EFT payment of $349.00 was reversed and the funds were returned. As a result, you were charged a $10.00 unreturned check fee. As a courtesy, I reversed this fee.
Because we value you as a customer, I applied a credit of $150.00 to your account for the difference in cost between the sound bar and the Surround Sound system. Please be advised that DISH Network will not provide a box or return label for the return of the equipment. Should you choose to return the Surround Sound system, the remaining charge of $199.00 will be removed from your account. Otherwise, you may keep the equipment and the remaining balance due will be shown on your next billing statement.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2015/06/29) */
June 25, 2015
Mr. and Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 19, 2015, we received your complaint, dated June...
18, 2015, filed with the Revdex.com. My attempts to reach you by phone on June 19, 22 and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you closed your account due to technical issues. You expressed concern about being charged a fee to ship your leased equipment back to DISH Network and you said that you were not informed that your account was sent to a collection agency. You requested that the debt be removed from your credit bureau file, and to have the return shipping fees waived.
A review of your account reveals that you contacted us on November 27, 2013, and reported a technical issue. We sent a technician to your home on November 28, 2013, and he was able to resolve your issue. He repointed your satellite dish, which may be required if severe weather knocks it out of alignment.
Our records reflect that your account was sent to our collection agency on August 3, 2014, due to nonpayment. At that point, Convergent Outsourcing Inc (X-XXX-XXX-XXXX) contacted you regarding the debt.
I have met your request to waive the Box Return fees of $17.00. Your new balance due is $200.10. However, I am unable to remove the debt from your credit bureau file until it has been paid in full. Once you have paid the balance due, contact me directly so that I can start the process of getting the debt removed.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no reason the bill should of been sent to collections. I've been making payments monthly to every other month. I told them I was on disability and would send money monthly to every other month. It should be in their phone records (maybe)I don't trust anything they say or due to the many conversations we have had. How can you turn someone in when their making payments. Taking it off after paying in full will show paid in full. It will still show being sent to collection.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 16, 2015/07/07) */
July 6, 2015
Mr. [redacted]
8596 State Route 415
Campbell, NY XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your rebuttal, dated June 30, 2015, filed with the Revdex.com.
You said that you have been making payments towards your balance and that we should have not reported the debt to the credit bureaus. You requested that the debt be removed from your credit report.
Although you have been making payments towards your balance, our policy is to report your account to our collection agency after it has gone unpaid for more than 45 days. I'm unable to meet your request to remove the debt from collection at this time. As I stated in my previous correspondence, contact me once the debt has been paid in full so I can start the process of having it removed from your credit report.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/19) */
May 12, 2015
Mr. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the...
Revdex.com.
You maintain that you never had internet installed by DISH Network and when you had your phone service switched back to TCI, you were charged an early termination fee. You requested that the early termination fee be waived.
A review of your account reveals that the phone and internet service were activated on March 30, 2015, and were disconnected on April 13, 2015, when you switched your service back to TCI. Further investigation reveals that neither service was used during this time. For this reason, I waived the early termination fee and service charges from your account. When the leased modem is returned, you will have a zero balance.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted]: On March 17, 2016, we received your complaint, dated March 16, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 17, 24 and 25, 2016, and I left three messages. You indicated that you received an advertisement from [redacted] offering the America’s Top 120 Plus with no DVR fees, yet you are billed for the DVR service fee. The offer that you are referring to is the 2-Year Price Lock promotion, which expired on January 14, 2016. You contacted us to initiate your service on January 20, 2016. The sales call recording from that day reveals that when you mentioned the offer, the sales representative informed you that our promotions had changed, and you were offered the new 3-Year Price Guarantee promotion. You are being billed correctly. You subscribed to the following monthly service: · America’s Top 120 Plus $49.99 (regular price $69.99) · Super Joey receiver $10.00 · DVR service fee $15.00 $74.99 plus tax You were enrolled with the [redacted] $100.00 gift card. We apologize for the confusion. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 2, 2016, we received your correspondence, dated July 30, 2016, filed with the Revdex.com. You said you were offered the DISH’n It Up equipment upgrade without a term commitment. When we spoke today, I informed you that the early termination fee was waived. You may cancel your service at any time without penalty. You advised me that the technical issues you experienced have been corrected and you have chosen to restart your service. We appreciate your feedback and 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 [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
December 23, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 18, 2015, we received your correspondence, dated December 17, 2015, filed with the Revdex.com.
You said that you...
experienced technical issues with your ViP612 receiver for two months and you requested that these issues be resolved.
I attempted to reach you at [redacted] on December 22, 2015, and left a voice message. You returned my call and left me a message, indicating that the receiver was replaced and the technical issues have been resolved.
Because we appreciate your business, I applied a $40.00 monthly credit to your account for 12 months.
Your concerns will be used to improve our customers' interactions with our agents. We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at [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]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]: On March 25, 2016, we received your rebuttal, dated March 24, 2016, filed with the Revdex.com. In your rebuttal, you continue to dispute the $82.71 balance owed on your disconnected DISH Network account. You claim that you were promised four $75.00 credits for time that you were without service and you only received two of them, and that the $150.00 credit less the $82.71 balance would result in a refund owed to you of $67.09. As I previously advised you, you were only offered two $75.00 credits--not four--to compensate for your time without service. Again, these credits posted to your account in August and September 2015. I have enclosed a copy of your bill. All other credits you were offered were posted to your account. You made a payment of $82.91 in July 2015, but you later disputed it with your bank. While we regret that you do not agree, this payment was owed to DISH Network. The balance of $82.71 is valid and no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Tell us why here...April 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 29, 2016, we received your rebuttal, dated April 28, 2016, filed with the Revdex.com. You continue to dispute the early termination fees charges applied to your credit card account. You are now disputing your signature on the contracts and you requested that the charges be refunded. Our records of your sales call indicated that you contacted DISH Network to establish TV service. You provided your Social Security Number and credit card information and the account was created in your name. You then asked to add internet service; however, you did not qualify for the additional service so the account was changed to Mr. [redacted] name. As a courtesy, since you claim that you did not sign the contracts, I have issued a refund for the two early termination fees. 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: 2:45 pm to11:15 pm MDT, MON-FRI[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
On 11/17/15 when ordering DISH from National Satellite Systems, had we been told of those circumstances by the third party sales agent - National Satellite Systems, we would have NEVER considered DISH as an option for our TV viewing. Our whole attempt to change companies solely was for financial purposes so to keep our original "local" stations from Manhattan we would have changed our plan with Directv. The problem with resolving this is getting to listen to our recorded phone conversations with National Satellite Systems which DISH says they cannot provide however, claiming that there was no indication in our conversation about the channels we requested. We keep getting bounced back and forth between DISH and the "third party" National Satellite Systems, who installed our equipment. It is a stalling tactic, I believe, and so for our satisfaction to be met, we NEED to listen to our phone conversations, the reason they are recorded in the first place. Since we are in a DISH contract, and our billing is from DISH, and our money gets paid to them, we feel it is their responsibility to provide us with those recordings so we can hear for ourselves OUR original conversations. I would trust their word after putting us through all this aggravation of a dispute WHY?! The only resolution to this is for DISH to let us hear for ourselves the sales conversation. A simple logical request and if they have nothing to hide - which I doubt is the case - then we will be able to listen to those phone conversations. There are a few because my husband and I spoke to "Matthew" who actually completed the sale. We have been unable to contact "Matthew" even though we have called the number and extension given at the time of sale. Also in attempts to communicate with them by mail, no address can be found for this "third party". We have had 3 different technicians come out, one in an attempt to supply us with the local channels they say are unavailable yet they ship us out an inside antenna " OTA USB adapter" and we attempt ourselves, along with a phone conversation with instructions from a representative and finally by sending a technician for the same purpose. All unsuccessful and as a matter of fact, the technician actually went to the internet, pulled up a site and entered our zip code to reveal our area with DISH was not accessible to "Manhattan" local channels. This should have been part of the process when we were ordering DISH in specifying which local channels we requested.
When we signed our "contract" we were could not read the whole contract as the only part of the contract visible on a small tablet, approximately measuring 4 x 6, was our signature. So in until we get to hear those actual conversations and are let out of our contract because of the content, there is no resolution! DISH claims they cannot provide those conversations because National Satellite System recorded them; DISH is in contract with National Satellite Systems to sell their product and since National Satellite System readily and conveniently, for their sake, shuffle us back to DISH for the same request, it can only signal a stalling tactic for me. No satisfaction with conclusion to this very avoidable annoyance and deception will be met until the actual phone conversations are heard and I am released from the contract!
Complaint Response Date bumped because: Data Base Migration
November 16, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On November 9, 2016, we received your complaint, dated November 7, 2016, filed with the Revdex.com. You expressed concern that your DVR receiver needed to be replaced because you lost your recorded programs, and we would not extend the free premium movie channels offer as compensation. You also mentioned your dissatisfaction with the customer service you received. As you were provided three months free of the premium movie channels, we honored the promotional offer. The recording option is a feature within our system and is not related to this. When I spoke with you by telephone today, I apologized for the customer service you received and I agreed to extend the free premium movie channels offer for three months. You declined and you requested that the service be disconnected because you chose to have another provider installed as a result of the customer service you received. I informed you that the $460.00 early termination fee remains valid and you said that you will pay it. I also advised you that boxes for the return of the equipment will ship to the address on the account. Please return the Hopper and Joey receivers to avoid unreturned equipment fees and keep the return tracking numbers 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 9, 2016, filed with the Revdex.com. You expressed concern that you were billed for 18 Pay-Per-Views (PPVs). You indicated that although you were provided the dates that they were purchased, we did not provide you with the time of the purchases. Therefore, you said that you would not pay for them. When I spoke with you by telephone today, I reiterated that the PPVs were ordered via your remote and the possibility of any interference with the purchase from somewhere else is very unlikely. Our system only shows the date of purchase and not the actual time. As an exception, I waived half of your $218.07 account balance. The remaining amount due is $109.04. 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: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (1000, 5, 2015/05/15) */
May 7, 2015
Mr. [redacted]
[redacted]r., Apt. *
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
*ear Mr. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015,...
filed with the Revdex.com.
You expressed concern that an automatic payment of $262.13 was debited from your bank account after you had made a partial payment of $130.00. These payments were for the $260.00 early termination fee and you maintain you had requested that your bank account be removed from the Electronic Funds Transfer (EFT) option.
In order to prevent an EFT from automatically debiting your bank account on the due date, a one-time payment may be made or EFT must be removed at least seven days prior to the billing due date. When I spoke with you by telephone today, I informed you that when you made the $130.00 payment online on April 28, 2015, it was not enough in advance to prevent the scheduled EFT on April 30, 2015.
Additionally, when an account is enrolled in EFT, the amount due will be collected. Since the $130.00 payment was not for the full amount due, EFT would have collected the remaining balance anyway.
On April 15, 2015, you called to disconnect your service. A review of that call recording reveals that you were informed of the $260.00 early termination fee but there was no mention of your EFT enrollment.
*uring the call on May 1, 2015, you stated that the EFT should have been removed but the agent informed you that your account was still enrolled in EFT and offered to remove it. Also during that call, the agent removed the $260.00 early termination fee and agreed to issue a refund for the $262.13. He informed you that it would take 23 days to process a refund.
Please note that we allow up to ten business days for a check payment's funds to clear the bank before a refund can be issued. The refund of $262.13 was submitted on May 1, 2015; please allow 19-23 days for processing. We regret that you do not agree with this process. However, your refund of $262.13 was processed on May 7, 2015.
*uring our conversation, you mentioned that there are two $130.00 debits appearing on your bank statement. I explained that we only show one $130.00 payment that posted to your account on April 29, 2015. I requested a copy of your bank statement so that I could further research your claim.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
*ispute Resolution Specialist
Executive Escalations Team
*ISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm M*T
([redacted]) [redacted]
Enclosure
cc: *enver / Boulder Revdex.com
1020 Cherokee St.
*enver, CO 80204
[redacted]
Initial Business Response /* (1[redacted], 16, **15/*5/15) */
May 1*, **15
Ms. [redacted]
[redacted]. *, [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 1*, **15, we received your complaint, dated May *, **15,...
filed with the Revdex.com.
You said that the agent that sold you our service told you that he would call customer service each month for the first six months to lower the amount due to $18.**. Because this didn't take place you closed your account, which resulted in you being charged an early termination fee. You feel that the fee should be waived due to the misinformation.
Your service was set up by Dish One Satellite, an authorized retailer. When we spoke by phone, I explained that I am unable to confirm the information you were given, as the Dish One sales agent came to your door. I waived the remaining $**8.**. Your account now has a zero balance.
I forwarded your complaint to our Retail Department for review.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH *etwork, L.L.C.
Phone Hours: Mon - Fri 6:** a.m. to *:** p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1[redacted] Cherokee St.
Denver, CO 8[redacted]4
[redacted]
Initial Consumer Rebuttal /* ([redacted], 18, **15/*5/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept Dish *etwork's response, as they have promised to totally waive any charges they had been billing me, due to misinformation from their agent. I now feel this case has been successfully dealt with.
[redacted]
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 28, 2015, we received your complaint, dated October 27, 2015,...
filed with the Revdex.com.
You said that you were offered a $50.00 gift card when you placed your order for our service, but you have not received it. You requested that we honor the offer and provide you with a $50.00 gift card.
When we spoke I informed you that you placed your order for our service through I Dish.com LLC (XXX-XXX-XXXX). I sent your complaint to them and I asked that they call you directly.
We are unable to honor a promotion that is not a direct DISH Network offer. I advised you to contact me should you not hear from I Dish.com.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contracted by Dish and they played the blame game and said it wasn't me it was the other guy. The other company leaves me a voice mail and say to call them. I can't get that person n the line.
Direct TV hasn't honored anything. If I knew this company was so very poor about honoring the promises that they made I would not have signed up for the 2 year promotion. Consumer beware of this company!!!
Final Business Response /* (4000, 9, 2015/11/11) */
November 5, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 5, 2015, we received your rebuttal, dated November 4, 2015, filed with the Revdex.com.
You said that you received a call from I Dish.com, but you have not heard back from them.
When we spoke, I advised you that I am unable to honor a promotion that is not from DISH Network; however, I offered you a $50.00 account credit, which you accepted.
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]
[redacted]
[redacted] Dear Ms. [redacted]: On January 25, 2017, we received your complaint, dated December 5, 2016, filed with the Revdex.com. You said that you have been experiencing issues with your DVR service and your internet. You ask that we correct the issues or release you from your contract. When we spoke, I informed you that the technician visit that took place on January 11, 2017, confirmed no issues were found with your equipment and that the problem may be electrical. I offered to release you from your contractual agreements for TV and internet service, which you accepted. You told me that you will call back once you are 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On March 12, 2018, we received your correspondence, dated February 12, 2018, filed with the Revdex.com. You said you are experiencing technical issues with [redacted] and you requested that this matter be resolved. You also provided feedback regarding your customer service experience. Please note that while we do offer the [redacted] application, we do not provide the streaming service. When we spoke on March 21, 2018, I scheduled a free DISH’n It Up equipment upgrade for the Hopper 3 receiver with no term commitment for March 22, 2018, between noon and 5 pm. The quality of our customers' experiences is of great importance to DISH Network. 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]
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 11, 2015, we received your correspondence, dated August 10, 2015, filed with the...
Revdex.com.
You expressed dissatisfaction with the customer service you received, as your installation date was rescheduled. You also provided feedback regarding your experience.
Per your request, your account was canceled and a refund of $231.92 was applied to your credit card account ending in 5932 on August 11, 2015.
When we spoke on August 13, 2015, I apologized for the customer service you received. Your concerns will be addressed internally with the appropriate personnel.
We appreciate your feedback and 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...March 31, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com.You maintain that you contacted the company who initially established your service to cancel your account.Although your service was set up through Walking Retailers LLC, you must contact DISH Network directly to cancel service. As previously advised, our records do not show that we received a disconnection request. Your service was interrupted for non-payment on February 28, 2016, and was fully disconnected on March 29, 2016. Since your 24-month commitment was not fulfilled, and as DISH Network provided service through the interruption date (February 28, 2016), the charges on your account remain valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
[redacted] Dear Mr. [redacted]: On August 25, 2017, we received your complaint, dated August 24, 2017, filed with the Revdex.com. You said that your account was not disconnected when you requested, resulting in charges for services you didn’t receive. You asked that we waive any balances due, close your account, and refund [redacted] for any charges they paid. When we communicated through email, I told you that we will meet your request and provide you with a refund of $434.35. We are unable to transfer any funds or send a credit to [redacted] due to your DISH Network account being closed. Your account has been disconnected as of August 22, 2017. 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]
Dear Mr. [redacted]: On February 4, 2016, we received your complaint, dated February 4, 2016, filed with the Revdex.com. You expressed concern with the increase in your monthly charges. You maintain you were told that your monthly rate would be locked in for two years. You also stated...
that you were told Credit Card AutoPay was required. Your service was activated on February 5, 2015, with a 24-month commitment through I Dish (###-###-####), an independent company. Please note that DISH Network reserves the right to change prices at any time. Your promotion included a discount of $45.00 for the first 12 months. You began to be billed the regular monthly rate of $108.99 plus tax on February 5, 2016. Please be advised that this monthly rate included a $5.00 price increase that we experienced on January 14, 2016. Additionally, the monthly rate did not include the movie channels (HBO and Starz) that you subscribed to. On January 30, 2016, you changed your programming to the America’s Top 200 package. You were also provided with Encore at half price for six months. This made your monthly rate $101.99 plus tax. When I spoke with you by phone today, I advised you that we are unable to extend the $45.00 monthly discount for the second year of service. As a result, I waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. You also mentioned that your initial installation was not completed properly and the Hopper and On Demand features were not explained accurately. We appreciate that you brought these issues to our attention so that we may address them internally with the appropriate personnel. 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, 6:30 am – 3:00 pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/05/29) */
May 27, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrs. [redacted]:
On May 22, 2015, we received your complaint, dated May 21, 2015, filed with the...
Revdex.com.
My attempts to contact you by phone at (XXX) XXX-XXXX on May 22, 26 and 27, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the debit of $349.00 that was applied to your checking account for a Smart Surround Sound System. You maintain that you requested just the sound bar for $199.00 and you provided a credit card account number for the payment. You also said that you are awaiting a return box for the Surround Sound system; however, you requested an immediate refund.
Our records reveal that a Smart Surround Sound System was installed by our technician on May 18, 2015. Enclosed is a copy of the signed receipt authorizing the payment from your checking account. On May 22, 2015, the EFT payment of $349.00 was reversed and the funds were returned. As a result, you were charged a $10.00 unreturned check fee. As a courtesy, I reversed this fee.
Because we value you as a customer, I applied a credit of $150.00 to your account for the difference in cost between the sound bar and the Surround Sound system. Please be advised that DISH Network will not provide a box or return label for the return of the equipment. Should you choose to return the Surround Sound system, the remaining charge of $199.00 will be removed from your account. Otherwise, you may keep the equipment and the remaining balance due will be shown on your next billing statement.
We strive to provide excellent service and regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 10, 2015/06/29) */
June 25, 2015
Mr. and Mrs. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On June 19, 2015, we received your complaint, dated June...
18, 2015, filed with the Revdex.com. My attempts to reach you by phone on June 19, 22 and 25, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you closed your account due to technical issues. You expressed concern about being charged a fee to ship your leased equipment back to DISH Network and you said that you were not informed that your account was sent to a collection agency. You requested that the debt be removed from your credit bureau file, and to have the return shipping fees waived.
A review of your account reveals that you contacted us on November 27, 2013, and reported a technical issue. We sent a technician to your home on November 28, 2013, and he was able to resolve your issue. He repointed your satellite dish, which may be required if severe weather knocks it out of alignment.
Our records reflect that your account was sent to our collection agency on August 3, 2014, due to nonpayment. At that point, Convergent Outsourcing Inc (X-XXX-XXX-XXXX) contacted you regarding the debt.
I have met your request to waive the Box Return fees of $17.00. Your new balance due is $200.10. However, I am unable to remove the debt from your credit bureau file until it has been paid in full. Once you have paid the balance due, contact me directly so that I can start the process of getting the debt removed.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no reason the bill should of been sent to collections. I've been making payments monthly to every other month. I told them I was on disability and would send money monthly to every other month. It should be in their phone records (maybe)I don't trust anything they say or due to the many conversations we have had. How can you turn someone in when their making payments. Taking it off after paying in full will show paid in full. It will still show being sent to collection.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 16, 2015/07/07) */
July 6, 2015
Mr. [redacted]
8596 State Route 415
Campbell, NY XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your rebuttal, dated June 30, 2015, filed with the Revdex.com.
You said that you have been making payments towards your balance and that we should have not reported the debt to the credit bureaus. You requested that the debt be removed from your credit report.
Although you have been making payments towards your balance, our policy is to report your account to our collection agency after it has gone unpaid for more than 45 days. I'm unable to meet your request to remove the debt from collection at this time. As I stated in my previous correspondence, contact me once the debt has been paid in full so I can start the process of having it removed from your credit report.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 4, 2015/05/19) */
May 12, 2015
Mr. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the...
Revdex.com.
You maintain that you never had internet installed by DISH Network and when you had your phone service switched back to TCI, you were charged an early termination fee. You requested that the early termination fee be waived.
A review of your account reveals that the phone and internet service were activated on March 30, 2015, and were disconnected on April 13, 2015, when you switched your service back to TCI. Further investigation reveals that neither service was used during this time. For this reason, I waived the early termination fee and service charges from your account. When the leased modem is returned, you will have a zero balance.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 25, 2016 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms....
[redacted]: On March 17, 2016, we received your complaint, dated March 16, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 17, 24 and 25, 2016, and I left three messages. You indicated that you received an advertisement from [redacted] offering the America’s Top 120 Plus with no DVR fees, yet you are billed for the DVR service fee. The offer that you are referring to is the 2-Year Price Lock promotion, which expired on January 14, 2016. You contacted us to initiate your service on January 20, 2016. The sales call recording from that day reveals that when you mentioned the offer, the sales representative informed you that our promotions had changed, and you were offered the new 3-Year Price Guarantee promotion. You are being billed correctly. You subscribed to the following monthly service: · America’s Top 120 Plus $49.99 (regular price $69.99) · Super Joey receiver $10.00 · DVR service fee $15.00 $74.99 plus tax You were enrolled with the [redacted] $100.00 gift card. We apologize for the confusion. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On August 2, 2016, we received your correspondence, dated July 30, 2016, filed with the Revdex.com. You said you were offered the DISH’n It Up equipment upgrade without a term commitment. When we spoke today, I informed you that the early termination fee was waived. You may cancel your service at any time without penalty. You advised me that the technical issues you experienced have been corrected and you have chosen to restart your service. We appreciate your feedback and 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 [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
December 23, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 18, 2015, we received your correspondence, dated December 17, 2015, filed with the Revdex.com.
You said that you...
experienced technical issues with your ViP612 receiver for two months and you requested that these issues be resolved.
I attempted to reach you at [redacted] on December 22, 2015, and left a voice message. You returned my call and left me a message, indicating that the receiver was replaced and the technical issues have been resolved.
Because we appreciate your business, I applied a $40.00 monthly credit to your account for 12 months.
Your concerns will be used to improve our customers' interactions with our agents. We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at [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]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]: On March 25, 2016, we received your rebuttal, dated March 24, 2016, filed with the Revdex.com. In your rebuttal, you continue to dispute the $82.71 balance owed on your disconnected DISH Network account. You claim that you were promised four $75.00 credits for time that you were without service and you only received two of them, and that the $150.00 credit less the $82.71 balance would result in a refund owed to you of $67.09. As I previously advised you, you were only offered two $75.00 credits--not four--to compensate for your time without service. Again, these credits posted to your account in August and September 2015. I have enclosed a copy of your bill. All other credits you were offered were posted to your account. You made a payment of $82.91 in July 2015, but you later disputed it with your bank. While we regret that you do not agree, this payment was owed to DISH Network. The balance of $82.71 is valid and no refund is due. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Tell us why here...April 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 29, 2016, we received your rebuttal, dated April 28, 2016, filed with the Revdex.com. You continue to dispute the early termination fees charges applied to your credit card account. You are now disputing your signature on the contracts and you requested that the charges be refunded. Our records of your sales call indicated that you contacted DISH Network to establish TV service. You provided your Social Security Number and credit card information and the account was created in your name. You then asked to add internet service; however, you did not qualify for the additional service so the account was changed to Mr. [redacted] name. As a courtesy, since you claim that you did not sign the contracts, I have issued a refund for the two early termination fees. 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: 2:45 pm to11:15 pm MDT, MON-FRI[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
On 11/17/15 when ordering DISH from National Satellite Systems, had we been told of those circumstances by the third party sales agent - National Satellite Systems, we would have NEVER considered DISH as an option for our TV viewing. Our whole attempt to change companies solely was for financial purposes so to keep our original "local" stations from Manhattan we would have changed our plan with Directv. The problem with resolving this is getting to listen to our recorded phone conversations with National Satellite Systems which DISH says they cannot provide however, claiming that there was no indication in our conversation about the channels we requested. We keep getting bounced back and forth between DISH and the "third party" National Satellite Systems, who installed our equipment. It is a stalling tactic, I believe, and so for our satisfaction to be met, we NEED to listen to our phone conversations, the reason they are recorded in the first place. Since we are in a DISH contract, and our billing is from DISH, and our money gets paid to them, we feel it is their responsibility to provide us with those recordings so we can hear for ourselves OUR original conversations. I would trust their word after putting us through all this aggravation of a dispute WHY?! The only resolution to this is for DISH to let us hear for ourselves the sales conversation. A simple logical request and if they have nothing to hide - which I doubt is the case - then we will be able to listen to those phone conversations. There are a few because my husband and I spoke to "Matthew" who actually completed the sale. We have been unable to contact "Matthew" even though we have called the number and extension given at the time of sale. Also in attempts to communicate with them by mail, no address can be found for this "third party". We have had 3 different technicians come out, one in an attempt to supply us with the local channels they say are unavailable yet they ship us out an inside antenna " OTA USB adapter" and we attempt ourselves, along with a phone conversation with instructions from a representative and finally by sending a technician for the same purpose. All unsuccessful and as a matter of fact, the technician actually went to the internet, pulled up a site and entered our zip code to reveal our area with DISH was not accessible to "Manhattan" local channels. This should have been part of the process when we were ordering DISH in specifying which local channels we requested.
When we signed our "contract" we were could not read the whole contract as the only part of the contract visible on a small tablet, approximately measuring 4 x 6, was our signature. So in until we get to hear those actual conversations and are let out of our contract because of the content, there is no resolution! DISH claims they cannot provide those conversations because National Satellite System recorded them; DISH is in contract with National Satellite Systems to sell their product and since National Satellite System readily and conveniently, for their sake, shuffle us back to DISH for the same request, it can only signal a stalling tactic for me. No satisfaction with conclusion to this very avoidable annoyance and deception will be met until the actual phone conversations are heard and I am released from the contract!
Complaint Response Date bumped because: Data Base Migration
November 16, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On November 9, 2016, we received your complaint, dated November 7, 2016, filed with the Revdex.com. You expressed concern that your DVR receiver needed to be replaced because you lost your recorded programs, and we would not extend the free premium movie channels offer as compensation. You also mentioned your dissatisfaction with the customer service you received. As you were provided three months free of the premium movie channels, we honored the promotional offer. The recording option is a feature within our system and is not related to this. When I spoke with you by telephone today, I apologized for the customer service you received and I agreed to extend the free premium movie channels offer for three months. You declined and you requested that the service be disconnected because you chose to have another provider installed as a result of the customer service you received. I informed you that the $460.00 early termination fee remains valid and you said that you will pay it. I also advised you that boxes for the return of the equipment will ship to the address on the account. Please return the Hopper and Joey receivers to avoid unreturned equipment fees and keep the return tracking numbers 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 Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 17, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On May 10, 2016, we received your complaint, dated May 9, 2016, filed with the Revdex.com. You expressed concern that you were billed for 18 Pay-Per-Views (PPVs). You indicated that although you were provided the dates that they were purchased, we did not provide you with the time of the purchases. Therefore, you said that you would not pay for them. When I spoke with you by telephone today, I reiterated that the PPVs were ordered via your remote and the possibility of any interference with the purchase from somewhere else is very unlikely. Our system only shows the date of purchase and not the actual time. As an exception, I waived half of your $218.07 account balance. The remaining amount due is $109.04. 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: Monday through Friday 7:00 am to 3:30 pm MDT
Initial Business Response /* (1000, 5, 2015/05/15) */
May 7, 2015
Mr. [redacted]
[redacted]r., Apt. *
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
*ear Mr. [redacted]:
On May 4, 2015, we received your complaint, dated May 1, 2015,...
filed with the Revdex.com.
You expressed concern that an automatic payment of $262.13 was debited from your bank account after you had made a partial payment of $130.00. These payments were for the $260.00 early termination fee and you maintain you had requested that your bank account be removed from the Electronic Funds Transfer (EFT) option.
In order to prevent an EFT from automatically debiting your bank account on the due date, a one-time payment may be made or EFT must be removed at least seven days prior to the billing due date. When I spoke with you by telephone today, I informed you that when you made the $130.00 payment online on April 28, 2015, it was not enough in advance to prevent the scheduled EFT on April 30, 2015.
Additionally, when an account is enrolled in EFT, the amount due will be collected. Since the $130.00 payment was not for the full amount due, EFT would have collected the remaining balance anyway.
On April 15, 2015, you called to disconnect your service. A review of that call recording reveals that you were informed of the $260.00 early termination fee but there was no mention of your EFT enrollment.
*uring the call on May 1, 2015, you stated that the EFT should have been removed but the agent informed you that your account was still enrolled in EFT and offered to remove it. Also during that call, the agent removed the $260.00 early termination fee and agreed to issue a refund for the $262.13. He informed you that it would take 23 days to process a refund.
Please note that we allow up to ten business days for a check payment's funds to clear the bank before a refund can be issued. The refund of $262.13 was submitted on May 1, 2015; please allow 19-23 days for processing. We regret that you do not agree with this process. However, your refund of $262.13 was processed on May 7, 2015.
*uring our conversation, you mentioned that there are two $130.00 debits appearing on your bank statement. I explained that we only show one $130.00 payment that posted to your account on April 29, 2015. I requested a copy of your bank statement so that I could further research your claim.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
*ispute Resolution Specialist
Executive Escalations Team
*ISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm M*T
([redacted]) [redacted]
Enclosure
cc: *enver / Boulder Revdex.com
1020 Cherokee St.
*enver, CO 80204
[redacted]
Initial Business Response /* (1[redacted], 16, **15/*5/15) */
May 1*, **15
Ms. [redacted]
[redacted]. *, [redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 1*, **15, we received your complaint, dated May *, **15,...
filed with the Revdex.com.
You said that the agent that sold you our service told you that he would call customer service each month for the first six months to lower the amount due to $18.**. Because this didn't take place you closed your account, which resulted in you being charged an early termination fee. You feel that the fee should be waived due to the misinformation.
Your service was set up by Dish One Satellite, an authorized retailer. When we spoke by phone, I explained that I am unable to confirm the information you were given, as the Dish One sales agent came to your door. I waived the remaining $**8.**. Your account now has a zero balance.
I forwarded your complaint to our Retail Department for review.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]) [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH *etwork, L.L.C.
Phone Hours: Mon - Fri 6:** a.m. to *:** p.m. MDT
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1[redacted] Cherokee St.
Denver, CO 8[redacted]4
[redacted]
Initial Consumer Rebuttal /* ([redacted], 18, **15/*5/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept Dish *etwork's response, as they have promised to totally waive any charges they had been billing me, due to misinformation from their agent. I now feel this case has been successfully dealt with.
[redacted]
Initial Business Response /* (1000, 5, 2015/11/03) */
November 2, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 28, 2015, we received your complaint, dated October 27, 2015,...
filed with the Revdex.com.
You said that you were offered a $50.00 gift card when you placed your order for our service, but you have not received it. You requested that we honor the offer and provide you with a $50.00 gift card.
When we spoke I informed you that you placed your order for our service through I Dish.com LLC (XXX-XXX-XXXX). I sent your complaint to them and I asked that they call you directly.
We are unable to honor a promotion that is not a direct DISH Network offer. I advised you to contact me should you not hear from I Dish.com.
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]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contracted by Dish and they played the blame game and said it wasn't me it was the other guy. The other company leaves me a voice mail and say to call them. I can't get that person n the line.
Direct TV hasn't honored anything. If I knew this company was so very poor about honoring the promises that they made I would not have signed up for the 2 year promotion. Consumer beware of this company!!!
Final Business Response /* (4000, 9, 2015/11/11) */
November 5, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 5, 2015, we received your rebuttal, dated November 4, 2015, filed with the Revdex.com.
You said that you received a call from I Dish.com, but you have not heard back from them.
When we spoke, I advised you that I am unable to honor a promotion that is not from DISH Network; however, I offered you a $50.00 account credit, which you accepted.
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]
January 27, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Ms. [redacted]: On January 25, 2017, we received your complaint, dated December 5, 2016, filed with the Revdex.com. You said that you have been experiencing issues with your DVR service and your internet. You ask that we correct the issues or release you from your contract. When we spoke, I informed you that the technician visit that took place on January 11, 2017, confirmed no issues were found with your equipment and that the problem may be electrical. I offered to release you from your contractual agreements for TV and internet service, which you accepted. You told me that you will call back once you are 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
March 22, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 12, 2018, we received your correspondence, dated February 12, 2018, filed with the Revdex.com. You said you are experiencing technical issues with [redacted] and you requested that this matter be resolved. You also provided feedback regarding your customer service experience. Please note that while we do offer the [redacted] application, we do not provide the streaming service. When we spoke on March 21, 2018, I scheduled a free DISH’n It Up equipment upgrade for the Hopper 3 receiver with no term commitment for March 22, 2018, between noon and 5 pm. The quality of our customers' experiences is of great importance to DISH Network. 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]
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 11, 2015, we received your correspondence, dated August 10, 2015, filed with the...
Revdex.com.
You expressed dissatisfaction with the customer service you received, as your installation date was rescheduled. You also provided feedback regarding your experience.
Per your request, your account was canceled and a refund of $231.92 was applied to your credit card account ending in 5932 on August 11, 2015.
When we spoke on August 13, 2015, I apologized for the customer service you received. Your concerns will be addressed internally with the appropriate personnel.
We appreciate your feedback and 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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...March 31, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 30, 2016, we received your complaint, dated March 30, 2016, filed with the Revdex.com.You maintain that you contacted the company who initially established your service to cancel your account.Although your service was set up through Walking Retailers LLC, you must contact DISH Network directly to cancel service. As previously advised, our records do not show that we received a disconnection request. Your service was interrupted for non-payment on February 28, 2016, and was fully disconnected on March 29, 2016. Since your 24-month commitment was not fulfilled, and as DISH Network provided service through the interruption date (February 28, 2016), the charges on your account remain valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
August 31, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On August 25, 2017, we received your complaint, dated August 24, 2017, filed with the Revdex.com. You said that your account was not disconnected when you requested, resulting in charges for services you didn’t receive. You asked that we waive any balances due, close your account, and refund [redacted] for any charges they paid. When we communicated through email, I told you that we will meet your request and provide you with a refund of $434.35. We are unable to transfer any funds or send a credit to [redacted] due to your DISH Network account being closed. Your account has been disconnected as of August 22, 2017. 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]