August 18, Dear Mr [redacted] : On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com You said that you were provided incorrect information about your monthly rate when you initiated your DISH Network account You requested to have your 24-month commitment waived When we spoke, I advised you that as I was unable to verify the information you were provided during your sale, I made an exception and waived your 24-month 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: 6:am - 2:pm (MDT), Mon-Fri
August 17, Dear Ms [redacted] : On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com You indicated that when you upgraded your receiver, you did not request a DVR one and you are disputing the DVR fee that is included Our records reveal that, at this time, the only Duo receiver available to you includes a DVR When I spoke with you by telephone today, you informed me that the customer service agent you spoke with provided you with a $monthly credit for ten 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: Monday through Friday 7:am to 3:pm MDT ###-###-####
February 26, Mr [redacted] ** [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com You said that your credit report reflects that you owe DISH Network money, and you disputed thisYou requested that the charges be waived, and for your credit report to be amended When we spoke I told you that when your DISH Network account was closed, it was done so with a zero balanceI advised you that I will need a copy of your credit report in order to assist youYou agreed to forward me a copy 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: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] Tell us why here
February 23, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com You said that your DISH Network account was not closed when you requested, which resulted in you paying for services you didn’t receiveYou requested a refund A review of your DISH Network account reveals that you spoke with an Executive Resolution Specialist on February 22, This agent ensured your account was closed and offered to provide you with a refund of $You agreed to his 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] Tell us why here
May 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On May 3, 2016, we received your complaint, dated April 30, 2016, filed with the Revdex.com You expressed concern with the service charges on your accountYou maintain that you did not use the service for the month of April 2016, but you were still billedYou also stated that although you were given a credit for the services, you were still charged $ Your account was established with our Flex TV promotionThis is a pay-in-advance promotion that requires your monthly payment to be received on or before your due date (the 28th of each month)If a payment is not received, your service is interrupted for non-payment The billing statement of $included two months of service (March 30, 2016, through May 29, 2016)Our records do not show that you contacted us in April to stop your serviceAs a result, we continued to bill youSince a payment was not received, your service was interrupted for non-payment on March 30, The service interruption was canceled and your service was restarted on April 28, 2016, when we received your payment of $While a credit of $was applied to your account, your account was left with a balance due of $ When I spoke with you by phone on May 4, 2016, I advised you that I applied a credit of $to your account for the previous chargesI also submitted a refund for this amount to your credit card accountPlease allow three to five business days for processingIn addition, I removed the Protection Plan as you requested Going forward, please contact us directly to stop your service when it is not in use 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]
(The consumer indicated he/she DID NOT accept the response from the business.) I still have not received a copy of the contract that they have on file as requestedI spent six weeks in argument with Dish and in that time I received more than one response to my question of what my bill should beI would still like to see the contract that they have on file for this accountThank you
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ October 8, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 6, 2015, we received your complaint, dated October 5, 2015, filed with the Revdex.comMy attempts to reach you by phone on October 6, and 8, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you were given inaccurate information when you agreed to obtain our serviceYou called in to cancel your account and you were told that you were under contractYou maintain that you didn't sign the contract and you would like to be released from the agreement A review of your account reveals that you placed your order for our service through Windstream CommunicationsBecause we were unable to confirm what you were told, we released you from your contractYou may cancel your service at any time without penalty Please note, the signature that is gathered is not on a paper documentit is on an electronic tabletThe electronic stylus used with the tablet may not track as quickly as a penTherefore, your signature may look distorted 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] ***
Initial Business Response / [redacted] (1000, 7, 2015/10/02) */ September 28, Ms [redacted] Saint Rose, LA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 23, 2015, we received your correspondence, dated September 22, 2015, filed with the Revdex.com You said that the technician took the equipment from your home during the installation and you expressed concern as emails were sent requesting the equipment returnYou provided feedback regarding your dissatisfaction with your technician visits and the customer service you receivedYou requested that the early termination fee be waived Please note that when equipment is deactivated from an account, the system will automatically generate an equipment return notification to the customerI regret any confusion Our records reveal that Ms [redacted] a DISH Network Dispute Resolution Specialist, removed the equipment from your account on September 24, You were not billed for unreturned equipment We are unable to honor your request to waive the early termination feeHowever, because we appreciate your business, I added the HBO channels to your account free for three months We regret any inconvenience you may have experiencedWe appreciate your feedback and your concerns will be used to improve our customers' interactions with our representatives 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] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am hesitant to accept the explanation I received from DISHThe emails that were sent back and forth were more than just confusion, they were flat out harassment (emails from DISH Rep, [redacted] N [redacted] attached) [redacted] would not accept my responses and the harassment ensued Moreover, I was not informed by Ms [redacted] a DISH Network Dispute Resolution Specialist, that she removed the equipment from my account on September 24, The final email I received was on September 25, (see attached JPG 13) from [redacted] The email was confusing just like everything else I mentioned in my Case Description that DISH failed to inform me that the technician(s) coming to my home were not DISH employees, but rather contractorsAnd as a result of the poor communication between the technicians and DISH, I became the target of harassment Adding insult to injury, the unprofessional installation I received to my home (i.eunnecessary hole put into the side of my house, the exposed wires on the roof, etc) was the icing on the cake I am very uneasy with the thought of going forward as a DISH customerThis has taken too much of my time and has added undue stress I do not desire to have months of free HBOI do not want to further my customer relationship with DISHI ask that DISH waive all early termination fees and let me go as a customer Thank you, [redacted] Final Business Response / [redacted] (4000, 11, 2015/10/20) */ October 19, Ms [redacted] Saint Rose, CA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 13, 2015, we received your rebuttal, dated October 12, 2015, filed with the Revdex.com You said the email correspondences you received are confusingPlease note that there were no email responses attached with your correspondence for reviewYou expressed dissatisfaction with the installation and you maintain an unnecessary hole was drilled and wires are exposedYou requested to be released from your term commitment Please note that our system automatically generates email notices to our customers advising them of unreturned equipment in order to prevent fees from applying Your concerns regarding your installation were reported to the DISH Network Corporate Field Resolutions Team for further investigationA member of this team will contact you to discuss this matter further Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customerIn your case you received free equipment, a free installation and free activation, with free and discounted programming In the interest of customer service, I will make an exception and reduce the early termination fee to $Please contact me directly to accept this offer 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] ***
January 8, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com You said that you were advised that your DISH Network account would not be under a 24-month commitment but you found that it wasWhen we spoke, I advised you that I had waived the DISH’n It Up 24-month commitment associated with your account We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] *
July 28, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On July 27, 2016, we received your complaint, dated July 23, 2016, filed with the Revdex.com You maintain that you were quoted a price of $for the America's Top programming package with enrollment in Credit Card AutoPay (CCA)You indicated that you were not informed about prorated charges when you added the internet and phone service A review of the sales call on April 12, 2016, reveals that you were quoted a price of $before tax for the America's Top and the DVR fee (regularly priced at $plus tax) but the $price is the lockpriceTo receive the additional $credit, CCA is requiredOnce you re-enroll in CCA, your price for the America’s Top will be reduced to the $priceAs an exception, I applied two $credits to your account Your bill generates on the 14th of the month for service from the 14th to the 13th of the following monthWhen you added internet and phone service on May 18, 2016, you were charged for service from May 18, 2016, to June 13, 2016, because it was in the middle of your billing cycleThese charges appeared on your June 14, 2016, bill along with the new service charges from June 14, 2016, to July 13, I removed a $late fee and I provided you with an additional one-time $credit 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 through Friday 7:am to 3:pm MDT [redacted]
December 11, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On November 27, 2017, we received your complaint, dated November 25, 2017, filed with the Revdex.com My attempts to contact you by phone at [redacted] and [redacted] on December 6, and 11, 2017, were unsuccessful, but I left you three messages You expressed concern that your account was restarted after you made a payment through the MyDISH applicationYou also asked why you received a final bill when you were told you had a credit available The MyDISH application has an option to restart your account when making a paymentThis option was selected when you made your paymentWhen you called to cancel your account, the agent offered you a $courtesy credit if you kept it open, but you continued to disconnect the account As a courtesy, I waived your final balance If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Gabriel R [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because:I fear the same underhanded tactics used to against me will continue, like if I were to make a payment, you would copy and paste a signature onto something that states whatever you want it to, like you did twice beforeThe servicemen who came out agreed that the picture quality was poor and the proceeded to lie about what was being signedAfter our conversation, I see this dishonesty goes all the way to the top of your companyThe fact of the matter remains that the picture quality of your service was blurry and out of focus, and your strong arm tactics to try to force this headache causing product on me are much less than appreciatedAt no time did I sign a contract, and I have nothing to honorAll I did was sign that your second serviceman was here in his wordsI was given a pad to sign that only showed the signature line, and I did sign that he was here, and only that he was hereIt was obvious at that point that your company is unwilling or unable to improve the picture quality, hence my cancelling your serviceIt is not my fault that your service is substandard, and I should not have to pay money because of thatIf your picture quality was anywhere near your competition, I would not have cancelledYou already actively took a month payment for two weeks of serviceThis occurred after I had changed that status of the account to remove the automatic payments, another dishonest procedure on your company's partIn closing, I do not trust your company or any of its workersI do not even trust making a paymentI am in the process of getting someone here to take your dish down so that I can return it along with the other equipmentI am handicapped and unable to do this myselfOnce the equipment is returned, the only satisfactory resolution is for you to cancel anything you might think I owe, and to leave me alone Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you very much for your help [redacted] Please advise as to how to proceedI have already received the return box Sincerely, [redacted]
December 16, Dear Mr***: On December 15, 2016, we received your complaint, dated December 14, 2016, filed with the Revdex.com You indicated that your home was damaged when you attempted to install DISH Network service at your new residence When I spoke with you by phone on December 15, 2016, I advised you that a damage claim was opened with our Corporate Field Resolutions (CFR) Department to investigate your concerns furtherI requested that your Claim Manager, MsMolly Axtell, contact you directly to follow upYou may also reach MsAxtell at ###-###-####, ext47362, for further assistance 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: Monday-Friday, 6:am – 3:pm MDT ###-###-####
Dear Ms [redacted] : On March 30, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.comIn your rebuttal, you stated that when the DISH Network installer came to your home to update your service, he damaged your entertainment unit and you opened a damage claim Our Corporate Field Resolutions Department denied your claimHowever, you were offered a $account credit, as a courtesyYou declined this offerIn our March 31, 2016, email correspondence, you requested that you receive a check payment for the damageI explained that the claim was denied by the installing office so we can only provide the $account credit previously offeredYou again declined this resolution and indicated that you intended to pursue the matter furtherIf you have any questions regarding your claim, please contact [redacted] in the Corporate Field Resolutions Department directly at 1-866-946-5710, ext***If I may be of any further assistance, please feel free to contact me at [redacted] Sincerely,
November 17, Dear Ms***: On November 16, 2016, we received your rebuttal, dated November 14, 2016, filed with the Revdex.com You said that you experienced technical issues with your DISH Network system, but you did not report them because issues such as ones you experienced should not happen at all When we spoke previously I advised you that, if DISH Network is not made aware of any issues, we cannot fix them As this rebuttal is the first time that any technical issues whatsoever are being reported, we are unable to waive your early termination fee, as we were not given an opportunity to resolve any of your concerns Per the terms of the contract that you acknowledge signing, the early termination fee was applied to your account and then debited through automatic payment, in which you were enrolled We regret that your experience did not meet your expectations 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 ###-###-####
Tell us why here...July 14, Ms [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.comYou expressed concern with the Tribune Broadcasting Company channel takedown and you disputed the early termination fee When we spoke on July 13, 2016, you said you do not want to discuss this matter and you terminated the call Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiateDISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both partiesHowever, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channelsDISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customersYou participated in the Digital Home Advantage promotion with a 24-month commitmentBecause the service was disconnected prior to the promotional fulfillment date, an early termination fee of $was applied to your accountI enclosed a copy of your signed DHA agreement, wherein we disclose that programming is subject to changeWe are unable to honor your request to remove the early termination fee 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:am to 2:pm MST [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ June 30, Mrand Mrs [redacted] and Marie [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrand Mrs***: On June 30, 2015, we received your complaint, dated June 29, 2015, filed with the Revdex.com You said that you have been experiencing ongoing technical issuesYour account has been closed and you expressed concern about being billed for service you didn't receive, and an early termination feeYou requested that the issue be fixed or to have all charges waived When we spoke by phone today, I offered to waive the programming balance and send a technician to your home to address the technical issuesI also offered to waive your early termination fee, programming balance and Return Box fees if you didn't want to restore your accountYou decided to keep the account closedI advised you that the balance has been removed and boxes to return your equipment in were delivered todayOnce your equipment has been received, your account will be settled 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] XXXXX [redacted] ***
December 21, Ms [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 20, 2017, we received your complaint, dated December 17, 2017, filed with the Revdex.com You once again requested compensation for the time your grandson spent with our installers and on the phone to obtain DISH Network service As previously advised, we are unable to honor your request for compensationWe again apologize for any inconvenience that you experienced as a result of this issue If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
May 20, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On May 18, 2016, we received your complaint, dated May 14, 2016, filed with the Revdex.com You indicated that you have experienced intermittent technical issues with two channels (ID and HLN) for several monthsYou stated that although you have contacted our Technical Support Department regarding the issues, they remain unresolvedYou would like a refund for the past several months, and for your early termination fee to be waived Your service was activated on March 2, 2016, with a 24-month commitment Please be advised that to better assist you with the reported technical issue, the issue must be occurring at the time of the callOur records show that because the issue was not occurring when you contacted us, we asked you to call us back The basic programming package that you subscribe to is the America’s Top for $a monthThe two channels listed above cost approximately $each a monthAs you indicated that you have experienced issues with these channels for the past three months, I applied a $credit to your account, as a courtesy When I spoke with you by phone today, you accepted my offer to schedule a technician visitI advised you that if the technician is unable to resolve your issues, I am willing to waive 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] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
August 18, Dear Mr [redacted] : On August 16, 2016, we received your complaint, dated August 13, 2016, filed with the Revdex.com You said that you were provided incorrect information about your monthly rate when you initiated your DISH Network account You requested to have your 24-month commitment waived When we spoke, I advised you that as I was unable to verify the information you were provided during your sale, I made an exception and waived your 24-month 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: 6:am - 2:pm (MDT), Mon-Fri
August 17, Dear Ms [redacted] : On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com You indicated that when you upgraded your receiver, you did not request a DVR one and you are disputing the DVR fee that is included Our records reveal that, at this time, the only Duo receiver available to you includes a DVR When I spoke with you by telephone today, you informed me that the customer service agent you spoke with provided you with a $monthly credit for ten 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: Monday through Friday 7:am to 3:pm MDT ###-###-####
February 26, Mr [redacted] ** [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com You said that your credit report reflects that you owe DISH Network money, and you disputed thisYou requested that the charges be waived, and for your credit report to be amended When we spoke I told you that when your DISH Network account was closed, it was done so with a zero balanceI advised you that I will need a copy of your credit report in order to assist youYou agreed to forward me a copy 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: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] Tell us why here
February 23, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On February 23, 2016, we received your complaint, dated February 22, 2016, filed with the Revdex.com You said that your DISH Network account was not closed when you requested, which resulted in you paying for services you didn’t receiveYou requested a refund A review of your DISH Network account reveals that you spoke with an Executive Resolution Specialist on February 22, This agent ensured your account was closed and offered to provide you with a refund of $You agreed to his 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] Tell us why here
May 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On May 3, 2016, we received your complaint, dated April 30, 2016, filed with the Revdex.com You expressed concern with the service charges on your accountYou maintain that you did not use the service for the month of April 2016, but you were still billedYou also stated that although you were given a credit for the services, you were still charged $ Your account was established with our Flex TV promotionThis is a pay-in-advance promotion that requires your monthly payment to be received on or before your due date (the 28th of each month)If a payment is not received, your service is interrupted for non-payment The billing statement of $included two months of service (March 30, 2016, through May 29, 2016)Our records do not show that you contacted us in April to stop your serviceAs a result, we continued to bill youSince a payment was not received, your service was interrupted for non-payment on March 30, The service interruption was canceled and your service was restarted on April 28, 2016, when we received your payment of $While a credit of $was applied to your account, your account was left with a balance due of $ When I spoke with you by phone on May 4, 2016, I advised you that I applied a credit of $to your account for the previous chargesI also submitted a refund for this amount to your credit card accountPlease allow three to five business days for processingIn addition, I removed the Protection Plan as you requested Going forward, please contact us directly to stop your service when it is not in use 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]
(The consumer indicated he/she DID NOT accept the response from the business.) I still have not received a copy of the contract that they have on file as requestedI spent six weeks in argument with Dish and in that time I received more than one response to my question of what my bill should beI would still like to see the contract that they have on file for this accountThank you
Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ October 8, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 6, 2015, we received your complaint, dated October 5, 2015, filed with the Revdex.comMy attempts to reach you by phone on October 6, and 8, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you were given inaccurate information when you agreed to obtain our serviceYou called in to cancel your account and you were told that you were under contractYou maintain that you didn't sign the contract and you would like to be released from the agreement A review of your account reveals that you placed your order for our service through Windstream CommunicationsBecause we were unable to confirm what you were told, we released you from your contractYou may cancel your service at any time without penalty Please note, the signature that is gathered is not on a paper documentit is on an electronic tabletThe electronic stylus used with the tablet may not track as quickly as a penTherefore, your signature may look distorted 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] ***
Initial Business Response / [redacted] (1000, 7, 2015/10/02) */ September 28, Ms [redacted] Saint Rose, LA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On September 23, 2015, we received your correspondence, dated September 22, 2015, filed with the Revdex.com You said that the technician took the equipment from your home during the installation and you expressed concern as emails were sent requesting the equipment returnYou provided feedback regarding your dissatisfaction with your technician visits and the customer service you receivedYou requested that the early termination fee be waived Please note that when equipment is deactivated from an account, the system will automatically generate an equipment return notification to the customerI regret any confusion Our records reveal that Ms [redacted] a DISH Network Dispute Resolution Specialist, removed the equipment from your account on September 24, You were not billed for unreturned equipment We are unable to honor your request to waive the early termination feeHowever, because we appreciate your business, I added the HBO channels to your account free for three months We regret any inconvenience you may have experiencedWe appreciate your feedback and your concerns will be used to improve our customers' interactions with our representatives 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] Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am hesitant to accept the explanation I received from DISHThe emails that were sent back and forth were more than just confusion, they were flat out harassment (emails from DISH Rep, [redacted] N [redacted] attached) [redacted] would not accept my responses and the harassment ensued Moreover, I was not informed by Ms [redacted] a DISH Network Dispute Resolution Specialist, that she removed the equipment from my account on September 24, The final email I received was on September 25, (see attached JPG 13) from [redacted] The email was confusing just like everything else I mentioned in my Case Description that DISH failed to inform me that the technician(s) coming to my home were not DISH employees, but rather contractorsAnd as a result of the poor communication between the technicians and DISH, I became the target of harassment Adding insult to injury, the unprofessional installation I received to my home (i.eunnecessary hole put into the side of my house, the exposed wires on the roof, etc) was the icing on the cake I am very uneasy with the thought of going forward as a DISH customerThis has taken too much of my time and has added undue stress I do not desire to have months of free HBOI do not want to further my customer relationship with DISHI ask that DISH waive all early termination fees and let me go as a customer Thank you, [redacted] Final Business Response / [redacted] (4000, 11, 2015/10/20) */ October 19, Ms [redacted] Saint Rose, CA XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 13, 2015, we received your rebuttal, dated October 12, 2015, filed with the Revdex.com You said the email correspondences you received are confusingPlease note that there were no email responses attached with your correspondence for reviewYou expressed dissatisfaction with the installation and you maintain an unnecessary hole was drilled and wires are exposedYou requested to be released from your term commitment Please note that our system automatically generates email notices to our customers advising them of unreturned equipment in order to prevent fees from applying Your concerns regarding your installation were reported to the DISH Network Corporate Field Resolutions Team for further investigationA member of this team will contact you to discuss this matter further Our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customerIn your case you received free equipment, a free installation and free activation, with free and discounted programming In the interest of customer service, I will make an exception and reduce the early termination fee to $Please contact me directly to accept this offer 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] ***
January 8, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com You said that you were advised that your DISH Network account would not be under a 24-month commitment but you found that it wasWhen we spoke, I advised you that I had waived the DISH’n It Up 24-month commitment associated with your account We sincerely regret any inconvenience this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri [redacted] *
July 28, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On July 27, 2016, we received your complaint, dated July 23, 2016, filed with the Revdex.com You maintain that you were quoted a price of $for the America's Top programming package with enrollment in Credit Card AutoPay (CCA)You indicated that you were not informed about prorated charges when you added the internet and phone service A review of the sales call on April 12, 2016, reveals that you were quoted a price of $before tax for the America's Top and the DVR fee (regularly priced at $plus tax) but the $price is the lockpriceTo receive the additional $credit, CCA is requiredOnce you re-enroll in CCA, your price for the America’s Top will be reduced to the $priceAs an exception, I applied two $credits to your account Your bill generates on the 14th of the month for service from the 14th to the 13th of the following monthWhen you added internet and phone service on May 18, 2016, you were charged for service from May 18, 2016, to June 13, 2016, because it was in the middle of your billing cycleThese charges appeared on your June 14, 2016, bill along with the new service charges from June 14, 2016, to July 13, I removed a $late fee and I provided you with an additional one-time $credit 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 through Friday 7:am to 3:pm MDT [redacted]
December 11, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On November 27, 2017, we received your complaint, dated November 25, 2017, filed with the Revdex.com My attempts to contact you by phone at [redacted] and [redacted] on December 6, and 11, 2017, were unsuccessful, but I left you three messages You expressed concern that your account was restarted after you made a payment through the MyDISH applicationYou also asked why you received a final bill when you were told you had a credit available The MyDISH application has an option to restart your account when making a paymentThis option was selected when you made your paymentWhen you called to cancel your account, the agent offered you a $courtesy credit if you kept it open, but you continued to disconnect the account As a courtesy, I waived your final balance If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Gabriel R [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because:I fear the same underhanded tactics used to against me will continue, like if I were to make a payment, you would copy and paste a signature onto something that states whatever you want it to, like you did twice beforeThe servicemen who came out agreed that the picture quality was poor and the proceeded to lie about what was being signedAfter our conversation, I see this dishonesty goes all the way to the top of your companyThe fact of the matter remains that the picture quality of your service was blurry and out of focus, and your strong arm tactics to try to force this headache causing product on me are much less than appreciatedAt no time did I sign a contract, and I have nothing to honorAll I did was sign that your second serviceman was here in his wordsI was given a pad to sign that only showed the signature line, and I did sign that he was here, and only that he was hereIt was obvious at that point that your company is unwilling or unable to improve the picture quality, hence my cancelling your serviceIt is not my fault that your service is substandard, and I should not have to pay money because of thatIf your picture quality was anywhere near your competition, I would not have cancelledYou already actively took a month payment for two weeks of serviceThis occurred after I had changed that status of the account to remove the automatic payments, another dishonest procedure on your company's partIn closing, I do not trust your company or any of its workersI do not even trust making a paymentI am in the process of getting someone here to take your dish down so that I can return it along with the other equipmentI am handicapped and unable to do this myselfOnce the equipment is returned, the only satisfactory resolution is for you to cancel anything you might think I owe, and to leave me alone Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you very much for your help [redacted] Please advise as to how to proceedI have already received the return box Sincerely, [redacted]
December 16, Dear Mr***: On December 15, 2016, we received your complaint, dated December 14, 2016, filed with the Revdex.com You indicated that your home was damaged when you attempted to install DISH Network service at your new residence When I spoke with you by phone on December 15, 2016, I advised you that a damage claim was opened with our Corporate Field Resolutions (CFR) Department to investigate your concerns furtherI requested that your Claim Manager, MsMolly Axtell, contact you directly to follow upYou may also reach MsAxtell at ###-###-####, ext47362, for further assistance 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: Monday-Friday, 6:am – 3:pm MDT ###-###-####
Dear Ms [redacted] : On March 30, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.comIn your rebuttal, you stated that when the DISH Network installer came to your home to update your service, he damaged your entertainment unit and you opened a damage claim Our Corporate Field Resolutions Department denied your claimHowever, you were offered a $account credit, as a courtesyYou declined this offerIn our March 31, 2016, email correspondence, you requested that you receive a check payment for the damageI explained that the claim was denied by the installing office so we can only provide the $account credit previously offeredYou again declined this resolution and indicated that you intended to pursue the matter furtherIf you have any questions regarding your claim, please contact [redacted] in the Corporate Field Resolutions Department directly at 1-866-946-5710, ext***If I may be of any further assistance, please feel free to contact me at [redacted] Sincerely,
November 17, Dear Ms***: On November 16, 2016, we received your rebuttal, dated November 14, 2016, filed with the Revdex.com You said that you experienced technical issues with your DISH Network system, but you did not report them because issues such as ones you experienced should not happen at all When we spoke previously I advised you that, if DISH Network is not made aware of any issues, we cannot fix them As this rebuttal is the first time that any technical issues whatsoever are being reported, we are unable to waive your early termination fee, as we were not given an opportunity to resolve any of your concerns Per the terms of the contract that you acknowledge signing, the early termination fee was applied to your account and then debited through automatic payment, in which you were enrolled We regret that your experience did not meet your expectations 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 ###-###-####
Tell us why here...July 14, Ms [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On July 12, 2016, we received your complaint, dated July 11, 2016, filed with the Revdex.comYou expressed concern with the Tribune Broadcasting Company channel takedown and you disputed the early termination fee When we spoke on July 13, 2016, you said you do not want to discuss this matter and you terminated the call Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiateDISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both partiesHowever, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channelsDISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customersYou participated in the Digital Home Advantage promotion with a 24-month commitmentBecause the service was disconnected prior to the promotional fulfillment date, an early termination fee of $was applied to your accountI enclosed a copy of your signed DHA agreement, wherein we disclose that programming is subject to changeWe are unable to honor your request to remove the early termination fee 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:am to 2:pm MST [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ June 30, Mrand Mrs [redacted] and Marie [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrand Mrs***: On June 30, 2015, we received your complaint, dated June 29, 2015, filed with the Revdex.com You said that you have been experiencing ongoing technical issuesYour account has been closed and you expressed concern about being billed for service you didn't receive, and an early termination feeYou requested that the issue be fixed or to have all charges waived When we spoke by phone today, I offered to waive the programming balance and send a technician to your home to address the technical issuesI also offered to waive your early termination fee, programming balance and Return Box fees if you didn't want to restore your accountYou decided to keep the account closedI advised you that the balance has been removed and boxes to return your equipment in were delivered todayOnce your equipment has been received, your account will be settled 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] XXXXX [redacted] ***
December 21, Ms [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On December 20, 2017, we received your complaint, dated December 17, 2017, filed with the Revdex.com You once again requested compensation for the time your grandson spent with our installers and on the phone to obtain DISH Network service As previously advised, we are unable to honor your request for compensationWe again apologize for any inconvenience that you experienced as a result of this issue If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
May 20, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On May 18, 2016, we received your complaint, dated May 14, 2016, filed with the Revdex.com You indicated that you have experienced intermittent technical issues with two channels (ID and HLN) for several monthsYou stated that although you have contacted our Technical Support Department regarding the issues, they remain unresolvedYou would like a refund for the past several months, and for your early termination fee to be waived Your service was activated on March 2, 2016, with a 24-month commitment Please be advised that to better assist you with the reported technical issue, the issue must be occurring at the time of the callOur records show that because the issue was not occurring when you contacted us, we asked you to call us back The basic programming package that you subscribe to is the America’s Top for $a monthThe two channels listed above cost approximately $each a monthAs you indicated that you have experienced issues with these channels for the past three months, I applied a $credit to your account, as a courtesy When I spoke with you by phone today, you accepted my offer to schedule a technician visitI advised you that if the technician is unable to resolve your issues, I am willing to waive 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] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***