January 9, 20* Dear Mr [redacted] : On January 4, 20*7, we received your rebuttal, dated January 3, 20*7, filed with the Revdex.comYou stated that DISH Network quoted you a monthly rate of $with a Price Lock Guarantee Your rate recently increased when you began being billed for the Protection PlanAdditionally, you were required to replace your receiver, thereby extending your contractual commitmentThese issues led you to disconnect your serviceYou have been charged an early termination fee, and you requested that this fee refunded My three attempts to contact you at ###-###-#### and ###-###-#### on January 4, and 9, 20*7, were unsuccessfulHowever, I was able to leave a message and my contact information at ###-###-####I also sent an email to you at [redacted] @netscape.net (copy enclosed), but I have not received a response Your Price Lock Guarantee is for your programming package rateThis does not include other fees and discounts The Protection Plan was added in September and removed in OctoberI have reversed the Protection Plan chargesAdditionally, I waived your early termination fee as a courtesy, and I issued two refunds--for $34*and $48.6*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: 2:pm to**:*pm MDT, MON-FRI###-###-#### Enclosure
May 25, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com You expressed concern regarding a technical issue you experienced with your DVRYou said that you disconnected your service because of itYou requested that we waive the early termination fee applied to your account and provide you with a refund of the DVR fee you paid When we spoke, I told you that although I am unable to meet your request for a refund, I will waive the early termination feeYou informed me that you are satisfied with the resolution and I provided you with your final account balance 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] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ September 3, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 1, 2015, we received your complaint, dated August 31, 2015, filed with the Revdex.com You said that you didn't get the Hopper system you orderedYou stated that because you didn't receive it, you are unable to use the Netflix promotionYou requested that we provide you with the Hopper When we spoke, I advised you that I reviewed your sales call recording, as we record all of our calls, and didn't find any evidence that you requested the Hopper nor was one offered to youNevertheless, I asked if you would still like a Hopper system installedWe went over your options, but you decided to keep the equipment that you haveIn addition, I agreed to provide you with a $monthly credit for the next monthsFurthermore, I explained how you can stream Netflix with any device that can connect to it through the internet 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:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ June 18, Mrand Mrs [redacted] and [redacted] Ave [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mrand Mrs [redacted] : On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the Revdex.com You said that you didn't agree to a term commitment with your DISH Network serviceYou indicated that you c**sed your account due to your monthly rate increasingYou would like the early termination fee waived and for your equipment to be picked up When we spoke by phone, I explained that before your account was activated we sent a sales confirmation email to [redacted] @***.COM which explained your promotion terms and conditionsAlso, on the day you activated your service, your contract was emailed to the same addressOur records don't reflect that you contacted us to dispute your contractTherefore, we consider the early termination fee of $to be accurateI have enc**sed a copy of your contract for your records I advised you that you experienced a rate increase after your 12th month of service, as we offered a one-year $monthly credit as a benefit of agreeing to the commitment Furthermore, I advised you that we do not send a technician to retrieve your leased equipment, but we do send a box and label in which to return 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: Mon - Fri 6:a.mto 2:p.mMDT (***) ***- [redacted] Enc**sure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think it is bogus that you send it in an e mail I do not have a computer so everything is over the phone I have I cant open links to things on it so I never see the contract a contract should be mailed so the person can not say they haven't seen it I will restart service by june 30th to avoid charges but I will NEVER again recommend you to another family member or friend you have got to be the worst cable company there is and I will continue to b**g and let people know how you treat your customers and your poor training to your emp**yees! I am truly disgusted with the customer service you guys offer and I am mot going to be using your service after my so called contract and further more I find it highly unlikely that you cant "find" the start service recording!!! just an easy way out you are a horrible business and I think your so called customer service is ridicu**us
April 27, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On April 19, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com When I spoke with you on April 21, 2017, you indicated that you did not have time to talk and to call you backI unsuccessfully attempted to contact you back at [redacted] on March 24, and 27, 2017, and I left two messages You mention the $fee for a technician and the Protection Plan warrantyYou maintain that you have experienced many ongoing technical issues since you moved in August You requested reimbursement for 50% of your programming for the past years The starting cost of a technician visit is $The Protection Plan provides a customer with in-home service if we are not able to resolve a technical issue by phoneShould a customer require a technician visit, they will receive it at a discounted price of $instead of $This plan also provides the customer with free shipping on any equipment that needs to be exchanged The only technical issues reported were on April 2, 2017, and the issue was corrected when a technician visit was completed on April 3, The technician fee was waived We are unable to honor your request for reimbursement of service charges, as our records do not reveal any ongoing technical issues reportedHowever, as an exception, I applied a $credit to your account If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** ***
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ September 8, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 2, 2015, we received your correspondence, dated September 1, 2015, filed with the Revdex.com You disputed the balance due and the collection attempts When we spoke today, I advised you that when a refund was provided, it left a balance due of $I regret any confusionI made an exception and reversed the balance today The negative mark will be removed from your credit reportPlease allow eight weeks for processing with the credit bureausYou accepted this resolution 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:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 11, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com You indicated that the email address [redacted] does not belong to youYou also maintain that you did not sign an agreement and you have not been provided with a copy In my voicemail on March 9, 2016, I advised you that the email address was provided by Progressive Security Incwhen your service was activated on September 9, Our records show that your email address was changed to [redacted] on November 21, A copy of your 24-month agreement was included with my previous correspondenceThe balance of $remains valid as it is for services rendered and an early termination fee for the non-fulfillment of your term commitment 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Tell us why here...March 25, Ms [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 25, 2016, we received your rebuttal, dated March 22, 2016, filed with the Revdex.comYou indicated that you did not agree with my responseWhile I sincerely regret that you do not agree, my response was based on a review of our records and a recording of your calls to usAs such, we are unable to honor your request for monthly adjustments, or to have your 24-month commitment waivedIf 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: 6:am - 2:pm (MDT), Mon-Fri
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ October 13, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 13, 2015, we received your complaint, dated October 12, 2015, filed with the Revdex.com You expressed concern regarding the loss of your local ABC stationYou said that you feel that you should be allowed to break your contract due to the loss of ABC DISH Network's contractual agreement states that programming is subject to changeTherefore, I am unable to meet your requestsHowever, we did reach an agreement with Tegna and your ABC (WZZM) station has been restored 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:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
August 1, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On July 24, 2017, we received your complaint, dated July 22, 2017, filed with the Revdex.comYou indicated that you were offered a certain price to retain your business, but your bill was higher than you expectedYou requested that it be adjustedA review of the sales call on June 5, 2017, shows that you were quoted a price of $Your monthly service charges are $before taxYou receive a $eAutoPay credit and you were already provided an additional monthly credit of $for months, which brings your monthly bill to $plus taxThe agent you spoke with also agreed to waive the 24-month commitmentWhen I spoke with you by telephone today, I applied the additional $monthly credit to your account to decrease your price to $plus taxIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] Laslo
December 6, Dear Ms***: On December 6, 2016, we received your rebuttal, dated November 28, 2016, filed with the Revdex.com You maintain that a DISH Network agent said that Cartoon Network West was included in the Flex Pack and you requested a monthly $credit for ten months as compensation for this misinformation Our records indicate that you initiated your account through an independent retailer, Sterling Commerce Group, but the advertisement you sent was from Infinity SalesDISH Network, Sterling, and Infinity are all separate, independent companies I reviewed your calls to DISH Network and I could not find any instance where a DISH Network agent said that Cartoon Network West was included in the Flex Pack You were advised that the channel to which you refer is included in the Kid’s Pack Additionally, our records indicate that you contacted us on November 18, 2016, and requested to upgrade your package to the America’s Top and you received a monthly $credit for months 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
January 6, Mr [redacted] Winston Salem, NC [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.comYou said that your checking account was debited after your service was disconnectedYou requested a refundWhen you enrolled in Credit Card AutoPay, (CCA) you authorized DISH Network to collect the amount due every monthYour monthly payment due date is on the 20th of the month Per your request, your service was disconnected on December 18, 2015, and the scheduled payment of $was collected on December 20, When we spoke today, I advised you that the CCA must be removed from the system a minimum of seven days prior to the due dateA refund of $was applied to your bank account ending in [redacted] through Electronic Funds Transfer (EFT) on January 5, During our conversation, you requested that DISH Network cease contact with youI added your contact information to our internal Do Not Contact ListWe regret any inconvenience you may have experiencedIf 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.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Tell us why here
March 8, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On March 6, 2017, we received your complaint, dated March 5, 2017, filed with the Revdex.com You said that your receiver was experiencing latency issues since it was upgraded to DISH Network’s new user interface You also expressed concern that you are unable to view [redacted] basketball games and with the takedown of your local [redacted] affiliate In your email to me, you indicated that you wanted your early termination fee waived While we sincerely regret any inconvenience this latency issue may have caused, as it does not prevent you from using your service and as we are investigating this, we are unable to waive your 24-month commitment Please note that [redacted] owns the rights to the network that carries [redacted] ’ games, [redacted] ; as such, we are unable to provide them We are also currently in negotiations with [redacted] , the owner of your local [redacted] affiliate As we do not currently have the right to carry their channels, [redacted] took them down until an agreement can be made If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because:Gerri S [redacted] 3/10/ The phone number I called to order was a DISH numberThe agent answered as DISHThe trucks that the installers came in had DISH all over them in huge lettersThe installers identified themselves as DISH employeesThe number that I called to correct the failed installation was a DISH numberAnd yet you claim DISH had nothing to do with any of this debacle Your claim that once asatellite dish is installed it is my property is not validIf it is in the contract it is moot because when DISH failed to install as agreed the contract was null and voidIf it is DISH policy and conflicts with [redacted] policy it is then without merit “ We have no record of another technician visit being scheduled, or of the porting of your telephone numberYour account notes indicate that you were advised to call [redacted] .” This are your words You have no record of a tech scheduled or the porting of the phone number yet you say I was advised to call [redacted] on this accountIt seems you need to do better on record keeping or be more forthcoming I would advise anyone considering doing business with DISH to go to the internet and take note of the numerous complaints there [redacted] Sincerely, [redacted]
February 19, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On February 9, 2018, we received your complaint, dated February 8, 2018, filed with the Revdex.com You said that you were being charged for High-Definition (HD) programming when it was advertised as free I attempted to reach you at [redacted] on February 15, and 19, 2018, and I left three voicemails I also emailed you at [redacted] In my last message, I explained that DISH Network offered free HD programming as part of various new customer promotionsAs a courtesy, I added the free HD promotion to your account on February 15, Unfortunately, you disconnected your account on February 16, We sincerely regret any inconvenience this issue may have caused and truly appreciate your business If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/05/07) */ April 28, Mr [redacted] * [redacted] ** ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On April 24, 2015, we received your complaint, dated April 23, 2015, filed with the Revdex.com You said that you have been charged an early termination fee for a contract that should have been voidedYou requested that the early termination fee be waived When we spoke I advised you that although we have a signed contact on file for the upgrade that took place, I waived the early termination fee, leaving your DISH Network account with 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 *xecutive *scalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/05/11) */ (The consumer indicated he/she ACC*PT*D the response from the business.) I accept the "waiver"The upgrades were voided and therefore the reportedly contract should have been voidedThank you Revdex.com V*RY MUCH
March 14, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On March 6, 2018, we received your complaint, dated March 5, 2018, filed with the Revdex.com You disputed the 24-month commitment required to upgrade your receivers When we spoke, I made an exception and waived the 24-month commitment associated with your DISH Network accountWe sincerely appreciate your business and 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 (720) 514- Sincerely, Dave S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
May 25, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On May 20, 2016, we received your complaint, dated May 18, 2016, filed with the Revdex.com My attempts to contact you by phone at [redacted] on May 20, and 24, 2016, were unsuccessful; however, I left three messages You maintain that you are not being billed the amount you agreed toYou also stated that your monthly bill has never been the same, and you placed your service on DISH Pause because it was too highYou would like your 24-month commitment waived Your service was activated on August 5, 2015, with a 24-month commitmentYour promotion included a monthly introductory savings credit of $and an E-bill AutoPay monthly credit of $for monthsYou also received the Protection Plan free for six months and three movie channels (HBO, Cinemax and Showtime) as well as the DISH Movie package free for three monthsThese promotional offers made your monthly rate $plus taxOur records show that a sales confirmation email was sent to you at [redacted] on August 4, This email disclosed the terms and conditions of your service and detailed the promotional offers that were included Your initial installation included only one receiver (Hopper)On September 2, 2015, a second receiver (Joey) was installed in your home to provide service on a second televisionSince this was not requested during the original installation, you were charged a $technician visit feeWe also show that you purchased a surge protector for $during the installationBoth of these charges were reflected on your billing statement of $that generated on September 5, We received a payment of $on September 29, As a courtesy, a credit of $was applied to your account on September 13, 2015, for the surge protector On September 14, 2015, your Hopper receiver was upgraded to a Hopper with SlingYou were again charged a $technician visit fee and we show that an HDMI cable ($19.99) and screen cleaner ($15.99) were purchased during the installationThese charges were reflected on the billing statement of $that generated on October 5, Two payments totaling $were received on October 29, These payments covered the monthly charges of $and a Pay-Per-View (PPV) that was ordered on October 14, 2015, for $ E-Bill AutoPay was removed from your account on October 22, As a result, your monthly $credit was also removed, increasing your monthly rate to $plus tax The promotional offer for the movie channels and DISH Movie package expired on November 4, Since the services were not removed from your account, you began to be billed the regular monthly charges of $These charges were reflected on your billing statement of $that generated on November 5, We received a payment of $on December 3, Please be advised that notification of the promotional offers and their expiration was provided on your billing statements and you were notified via email on October 14, The billing statement that generated on December 5, 2015, also reflected $ A PPV of $was applied to your account on December 13, We also applied a $credit to your account on December 15, 2015, reducing your balance to $We received a payment of $on December 31, Since you re-enrolled in E-Bill AutoPay on December 5, 2015, the monthly promotional E-Bill AutoPay credit of $was reinstated and was reflected on the billing statement of $that generated on January 5, We received a payment for this amount on February 2, On January 14, 2016, the price of your programming package (America’s Top 250) was increased by $However, your introductory savings credit was increased from $to $to offset the price increase during your 24-month promotional periodThe movie channels were also increased by $Because the promotional offer for the Protection Plan ended on February 4, 2016, and the service was not removed from your account, you began to be billed the regular service charge of $This made your monthly rate $plus taxThe billing statement of $that generated on February 5, 2016, reflected these changes, as well three PPV chargesPlease be advised that two of the PPVs were offset with PPV coupons; therefore, you were only charged $for one of themA payment of $was received on March 3, Your service was placed on DISH Pause on March 3, DISH Pause is $a month and can be used for up to nine monthsDISH Pause will also extend your term commitment by the number of months the service is paused, and you will forfeit any promotional offers or credits being applied to your accountTwo billing statements (-$on March 5, and on April 5, 2016) generated while your service was on DISH Pause DISH Pause was removed on April 28, At that time, your service was restarted with a monthly rate of $plus tax for the following services: · America’s Top package ($64.99) · HBO and Cinemax ($25.00) · Joey receiver fee ($7.00) · DVR service fee ($12.00) The billing statement of $that generated on May 5, 2016, included the regular monthly rate plus prorated charges from April 28, 2016, through May 4, Enclosed are copies of your billing statements for your review On May 16, 2016, you opted to removed HBO and Cinemax and the second receiver on your accountYou also changed your package to the Welcome package ($19.99)A monthly $credit was also applied to your account on May 20, 2016, for ten months, reducing your monthly rate to $plus tax Although the charges on your account are correct for the services that we provided, I made an exception and waived your 24-month commitmentYou will not be charged an early termination fee if you choose to disconnect your service 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] Enclosure
December 14, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-#### Dear Mr***: On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com You stated that DISH Network billed you $for unreturned equipmentYou indicated that the customer service representative who closed your account instructed you not to return the equipment so you disposed of itYou requested that the charge be waived and removed from collections Our records indicate that there was some confusion regarding placing the account on pause as opposed to disconnecting your service In our December 11, 2015, email correspondence, I agreed to remove the equipment from your disconnected account and I resolved the account balanceAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution 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: 2:pm to11:pm MDT, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
January 9, 20* Dear Mr [redacted] : On January 4, 20*7, we received your rebuttal, dated January 3, 20*7, filed with the Revdex.comYou stated that DISH Network quoted you a monthly rate of $with a Price Lock Guarantee Your rate recently increased when you began being billed for the Protection PlanAdditionally, you were required to replace your receiver, thereby extending your contractual commitmentThese issues led you to disconnect your serviceYou have been charged an early termination fee, and you requested that this fee refunded My three attempts to contact you at ###-###-#### and ###-###-#### on January 4, and 9, 20*7, were unsuccessfulHowever, I was able to leave a message and my contact information at ###-###-####I also sent an email to you at [redacted] @netscape.net (copy enclosed), but I have not received a response Your Price Lock Guarantee is for your programming package rateThis does not include other fees and discounts The Protection Plan was added in September and removed in OctoberI have reversed the Protection Plan chargesAdditionally, I waived your early termination fee as a courtesy, and I issued two refunds--for $34*and $48.6*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: 2:pm to**:*pm MDT, MON-FRI###-###-#### Enclosure
May 25, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com You expressed concern regarding a technical issue you experienced with your DVRYou said that you disconnected your service because of itYou requested that we waive the early termination fee applied to your account and provide you with a refund of the DVR fee you paid When we spoke, I told you that although I am unable to meet your request for a refund, I will waive the early termination feeYou informed me that you are satisfied with the resolution and I provided you with your final account balance 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] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ September 3, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 1, 2015, we received your complaint, dated August 31, 2015, filed with the Revdex.com You said that you didn't get the Hopper system you orderedYou stated that because you didn't receive it, you are unable to use the Netflix promotionYou requested that we provide you with the Hopper When we spoke, I advised you that I reviewed your sales call recording, as we record all of our calls, and didn't find any evidence that you requested the Hopper nor was one offered to youNevertheless, I asked if you would still like a Hopper system installedWe went over your options, but you decided to keep the equipment that you haveIn addition, I agreed to provide you with a $monthly credit for the next monthsFurthermore, I explained how you can stream Netflix with any device that can connect to it through the internet 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:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ June 18, Mrand Mrs [redacted] and [redacted] Ave [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mrand Mrs [redacted] : On June 17, 2015, we received your complaint, dated June 16, 2015, filed with the Revdex.com You said that you didn't agree to a term commitment with your DISH Network serviceYou indicated that you c**sed your account due to your monthly rate increasingYou would like the early termination fee waived and for your equipment to be picked up When we spoke by phone, I explained that before your account was activated we sent a sales confirmation email to [redacted] @***.COM which explained your promotion terms and conditionsAlso, on the day you activated your service, your contract was emailed to the same addressOur records don't reflect that you contacted us to dispute your contractTherefore, we consider the early termination fee of $to be accurateI have enc**sed a copy of your contract for your records I advised you that you experienced a rate increase after your 12th month of service, as we offered a one-year $monthly credit as a benefit of agreeing to the commitment Furthermore, I advised you that we do not send a technician to retrieve your leased equipment, but we do send a box and label in which to return 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: Mon - Fri 6:a.mto 2:p.mMDT (***) ***- [redacted] Enc**sure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think it is bogus that you send it in an e mail I do not have a computer so everything is over the phone I have I cant open links to things on it so I never see the contract a contract should be mailed so the person can not say they haven't seen it I will restart service by june 30th to avoid charges but I will NEVER again recommend you to another family member or friend you have got to be the worst cable company there is and I will continue to b**g and let people know how you treat your customers and your poor training to your emp**yees! I am truly disgusted with the customer service you guys offer and I am mot going to be using your service after my so called contract and further more I find it highly unlikely that you cant "find" the start service recording!!! just an easy way out you are a horrible business and I think your so called customer service is ridicu**us
April 27, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On April 19, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com When I spoke with you on April 21, 2017, you indicated that you did not have time to talk and to call you backI unsuccessfully attempted to contact you back at [redacted] on March 24, and 27, 2017, and I left two messages You mention the $fee for a technician and the Protection Plan warrantyYou maintain that you have experienced many ongoing technical issues since you moved in August You requested reimbursement for 50% of your programming for the past years The starting cost of a technician visit is $The Protection Plan provides a customer with in-home service if we are not able to resolve a technical issue by phoneShould a customer require a technician visit, they will receive it at a discounted price of $instead of $This plan also provides the customer with free shipping on any equipment that needs to be exchanged The only technical issues reported were on April 2, 2017, and the issue was corrected when a technician visit was completed on April 3, The technician fee was waived We are unable to honor your request for reimbursement of service charges, as our records do not reveal any ongoing technical issues reportedHowever, as an exception, I applied a $credit to your account If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** ***
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ September 8, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 2, 2015, we received your correspondence, dated September 1, 2015, filed with the Revdex.com You disputed the balance due and the collection attempts When we spoke today, I advised you that when a refund was provided, it left a balance due of $I regret any confusionI made an exception and reversed the balance today The negative mark will be removed from your credit reportPlease allow eight weeks for processing with the credit bureausYou accepted this resolution 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:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 11, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 10, 2016, we received your complaint, dated March 9, 2016, filed with the Revdex.com You indicated that the email address [redacted] does not belong to youYou also maintain that you did not sign an agreement and you have not been provided with a copy In my voicemail on March 9, 2016, I advised you that the email address was provided by Progressive Security Incwhen your service was activated on September 9, Our records show that your email address was changed to [redacted] on November 21, A copy of your 24-month agreement was included with my previous correspondenceThe balance of $remains valid as it is for services rendered and an early termination fee for the non-fulfillment of your term commitment 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Tell us why here...March 25, Ms [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 25, 2016, we received your rebuttal, dated March 22, 2016, filed with the Revdex.comYou indicated that you did not agree with my responseWhile I sincerely regret that you do not agree, my response was based on a review of our records and a recording of your calls to usAs such, we are unable to honor your request for monthly adjustments, or to have your 24-month commitment waivedIf 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: 6:am - 2:pm (MDT), Mon-Fri
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ October 13, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 13, 2015, we received your complaint, dated October 12, 2015, filed with the Revdex.com You expressed concern regarding the loss of your local ABC stationYou said that you feel that you should be allowed to break your contract due to the loss of ABC DISH Network's contractual agreement states that programming is subject to changeTherefore, I am unable to meet your requestsHowever, we did reach an agreement with Tegna and your ABC (WZZM) station has been restored 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:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
August 1, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On July 24, 2017, we received your complaint, dated July 22, 2017, filed with the Revdex.comYou indicated that you were offered a certain price to retain your business, but your bill was higher than you expectedYou requested that it be adjustedA review of the sales call on June 5, 2017, shows that you were quoted a price of $Your monthly service charges are $before taxYou receive a $eAutoPay credit and you were already provided an additional monthly credit of $for months, which brings your monthly bill to $plus taxThe agent you spoke with also agreed to waive the 24-month commitmentWhen I spoke with you by telephone today, I applied the additional $monthly credit to your account to decrease your price to $plus taxIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] Laslo
December 6, Dear Ms***: On December 6, 2016, we received your rebuttal, dated November 28, 2016, filed with the Revdex.com You maintain that a DISH Network agent said that Cartoon Network West was included in the Flex Pack and you requested a monthly $credit for ten months as compensation for this misinformation Our records indicate that you initiated your account through an independent retailer, Sterling Commerce Group, but the advertisement you sent was from Infinity SalesDISH Network, Sterling, and Infinity are all separate, independent companies I reviewed your calls to DISH Network and I could not find any instance where a DISH Network agent said that Cartoon Network West was included in the Flex Pack You were advised that the channel to which you refer is included in the Kid’s Pack Additionally, our records indicate that you contacted us on November 18, 2016, and requested to upgrade your package to the America’s Top and you received a monthly $credit for months 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
January 6, Mr [redacted] Winston Salem, NC [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.comYou said that your checking account was debited after your service was disconnectedYou requested a refundWhen you enrolled in Credit Card AutoPay, (CCA) you authorized DISH Network to collect the amount due every monthYour monthly payment due date is on the 20th of the month Per your request, your service was disconnected on December 18, 2015, and the scheduled payment of $was collected on December 20, When we spoke today, I advised you that the CCA must be removed from the system a minimum of seven days prior to the due dateA refund of $was applied to your bank account ending in [redacted] through Electronic Funds Transfer (EFT) on January 5, During our conversation, you requested that DISH Network cease contact with youI added your contact information to our internal Do Not Contact ListWe regret any inconvenience you may have experiencedIf 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.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Tell us why here
March 8, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On March 6, 2017, we received your complaint, dated March 5, 2017, filed with the Revdex.com You said that your receiver was experiencing latency issues since it was upgraded to DISH Network’s new user interface You also expressed concern that you are unable to view [redacted] basketball games and with the takedown of your local [redacted] affiliate In your email to me, you indicated that you wanted your early termination fee waived While we sincerely regret any inconvenience this latency issue may have caused, as it does not prevent you from using your service and as we are investigating this, we are unable to waive your 24-month commitment Please note that [redacted] owns the rights to the network that carries [redacted] ’ games, [redacted] ; as such, we are unable to provide them We are also currently in negotiations with [redacted] , the owner of your local [redacted] affiliate As we do not currently have the right to carry their channels, [redacted] took them down until an agreement can be made If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Phone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because:Gerri S [redacted] 3/10/ The phone number I called to order was a DISH numberThe agent answered as DISHThe trucks that the installers came in had DISH all over them in huge lettersThe installers identified themselves as DISH employeesThe number that I called to correct the failed installation was a DISH numberAnd yet you claim DISH had nothing to do with any of this debacle Your claim that once asatellite dish is installed it is my property is not validIf it is in the contract it is moot because when DISH failed to install as agreed the contract was null and voidIf it is DISH policy and conflicts with [redacted] policy it is then without merit “ We have no record of another technician visit being scheduled, or of the porting of your telephone numberYour account notes indicate that you were advised to call [redacted] .” This are your words You have no record of a tech scheduled or the porting of the phone number yet you say I was advised to call [redacted] on this accountIt seems you need to do better on record keeping or be more forthcoming I would advise anyone considering doing business with DISH to go to the internet and take note of the numerous complaints there [redacted] Sincerely, [redacted]
February 19, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On February 9, 2018, we received your complaint, dated February 8, 2018, filed with the Revdex.com You said that you were being charged for High-Definition (HD) programming when it was advertised as free I attempted to reach you at [redacted] on February 15, and 19, 2018, and I left three voicemails I also emailed you at [redacted] In my last message, I explained that DISH Network offered free HD programming as part of various new customer promotionsAs a courtesy, I added the free HD promotion to your account on February 15, Unfortunately, you disconnected your account on February 16, We sincerely regret any inconvenience this issue may have caused and truly appreciate your business If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/05/07) */ April 28, Mr [redacted] * [redacted] ** ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mr [redacted] : On April 24, 2015, we received your complaint, dated April 23, 2015, filed with the Revdex.com You said that you have been charged an early termination fee for a contract that should have been voidedYou requested that the early termination fee be waived When we spoke I advised you that although we have a signed contact on file for the upgrade that took place, I waived the early termination fee, leaving your DISH Network account with 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 *xecutive *scalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/05/11) */ (The consumer indicated he/she ACC*PT*D the response from the business.) I accept the "waiver"The upgrades were voided and therefore the reportedly contract should have been voidedThank you Revdex.com V*RY MUCH
Final Consumer Response / [redacted] (2000, 6, 2015/08/25) */ It has been resolved thank you!
March 14, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On March 6, 2018, we received your complaint, dated March 5, 2018, filed with the Revdex.com You disputed the 24-month commitment required to upgrade your receivers When we spoke, I made an exception and waived the 24-month commitment associated with your DISH Network accountWe sincerely appreciate your business and 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 (720) 514- Sincerely, Dave S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
May 25, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On May 20, 2016, we received your complaint, dated May 18, 2016, filed with the Revdex.com My attempts to contact you by phone at [redacted] on May 20, and 24, 2016, were unsuccessful; however, I left three messages You maintain that you are not being billed the amount you agreed toYou also stated that your monthly bill has never been the same, and you placed your service on DISH Pause because it was too highYou would like your 24-month commitment waived Your service was activated on August 5, 2015, with a 24-month commitmentYour promotion included a monthly introductory savings credit of $and an E-bill AutoPay monthly credit of $for monthsYou also received the Protection Plan free for six months and three movie channels (HBO, Cinemax and Showtime) as well as the DISH Movie package free for three monthsThese promotional offers made your monthly rate $plus taxOur records show that a sales confirmation email was sent to you at [redacted] on August 4, This email disclosed the terms and conditions of your service and detailed the promotional offers that were included Your initial installation included only one receiver (Hopper)On September 2, 2015, a second receiver (Joey) was installed in your home to provide service on a second televisionSince this was not requested during the original installation, you were charged a $technician visit feeWe also show that you purchased a surge protector for $during the installationBoth of these charges were reflected on your billing statement of $that generated on September 5, We received a payment of $on September 29, As a courtesy, a credit of $was applied to your account on September 13, 2015, for the surge protector On September 14, 2015, your Hopper receiver was upgraded to a Hopper with SlingYou were again charged a $technician visit fee and we show that an HDMI cable ($19.99) and screen cleaner ($15.99) were purchased during the installationThese charges were reflected on the billing statement of $that generated on October 5, Two payments totaling $were received on October 29, These payments covered the monthly charges of $and a Pay-Per-View (PPV) that was ordered on October 14, 2015, for $ E-Bill AutoPay was removed from your account on October 22, As a result, your monthly $credit was also removed, increasing your monthly rate to $plus tax The promotional offer for the movie channels and DISH Movie package expired on November 4, Since the services were not removed from your account, you began to be billed the regular monthly charges of $These charges were reflected on your billing statement of $that generated on November 5, We received a payment of $on December 3, Please be advised that notification of the promotional offers and their expiration was provided on your billing statements and you were notified via email on October 14, The billing statement that generated on December 5, 2015, also reflected $ A PPV of $was applied to your account on December 13, We also applied a $credit to your account on December 15, 2015, reducing your balance to $We received a payment of $on December 31, Since you re-enrolled in E-Bill AutoPay on December 5, 2015, the monthly promotional E-Bill AutoPay credit of $was reinstated and was reflected on the billing statement of $that generated on January 5, We received a payment for this amount on February 2, On January 14, 2016, the price of your programming package (America’s Top 250) was increased by $However, your introductory savings credit was increased from $to $to offset the price increase during your 24-month promotional periodThe movie channels were also increased by $Because the promotional offer for the Protection Plan ended on February 4, 2016, and the service was not removed from your account, you began to be billed the regular service charge of $This made your monthly rate $plus taxThe billing statement of $that generated on February 5, 2016, reflected these changes, as well three PPV chargesPlease be advised that two of the PPVs were offset with PPV coupons; therefore, you were only charged $for one of themA payment of $was received on March 3, Your service was placed on DISH Pause on March 3, DISH Pause is $a month and can be used for up to nine monthsDISH Pause will also extend your term commitment by the number of months the service is paused, and you will forfeit any promotional offers or credits being applied to your accountTwo billing statements (-$on March 5, and on April 5, 2016) generated while your service was on DISH Pause DISH Pause was removed on April 28, At that time, your service was restarted with a monthly rate of $plus tax for the following services: · America’s Top package ($64.99) · HBO and Cinemax ($25.00) · Joey receiver fee ($7.00) · DVR service fee ($12.00) The billing statement of $that generated on May 5, 2016, included the regular monthly rate plus prorated charges from April 28, 2016, through May 4, Enclosed are copies of your billing statements for your review On May 16, 2016, you opted to removed HBO and Cinemax and the second receiver on your accountYou also changed your package to the Welcome package ($19.99)A monthly $credit was also applied to your account on May 20, 2016, for ten months, reducing your monthly rate to $plus tax Although the charges on your account are correct for the services that we provided, I made an exception and waived your 24-month commitmentYou will not be charged an early termination fee if you choose to disconnect your service 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] Enclosure
December 14, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-#### Dear Mr***: On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com You stated that DISH Network billed you $for unreturned equipmentYou indicated that the customer service representative who closed your account instructed you not to return the equipment so you disposed of itYou requested that the charge be waived and removed from collections Our records indicate that there was some confusion regarding placing the account on pause as opposed to disconnecting your service In our December 11, 2015, email correspondence, I agreed to remove the equipment from your disconnected account and I resolved the account balanceAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolution 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: 2:pm to11:pm MDT, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***