Initial Business Response / [redacted] (1000, 9, 2015/04/24) */ April 21, Ms [redacted] PO Box [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On April 21, 2015, we received your complaint, dated April 20, 2015, filed with the Revdex.com You said that you noticed BET was missing from your channel lineupYou also indicated that certain channels, such as HBO (which you did not subscribe to), are now availableYou would like your channels back at the same rate you were paying before When we spoke, I explained that when you downgraded your basic package from the America's Top to the America's Top 120+ you lost BETYou agreed to go back to the America's Top I also advised you that you were receiving our premium channels for half price for six months; however, this offer has expired and you are now paying the rate for that programmingYou agreed to have the premium channels removed from your subscription 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] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Tell us why here...July 19, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On July 11, 2016, we received your complaint, dated July 7, 2016, filed with the Revdex.comI unsuccessfully attempted to contact you at [redacted] on July 13, and 19, 2016, and I left three messagesI also received messages from you and from Mr [redacted] You maintain that you were not notified when DISH Pause expired and you began to be billedPer our disclosures, your service will automatically be restarted once DISH Pause expiresAs an exception, I removed the balance on this accountPlease return the receiver and remotes to avoid unreturned equipment feesKeep the return tracking numbers for your recordsIf 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 through Friday 7:am to 3:pm MDT [redacted]
May 22, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On May 16, 2017, we received your correspondence, dated May 15, 2017, filed with the Revdex.com You filed this correspondence on behalf of your father, [redacted] , the DISH Network account holderYou maintain that he canceled the premium channels in July 2016, and you requested a refund for the eight months he was billed for the service When we spoke on May 19, 2017, I informed you that I applied a total credit of $to [redacted] ’ account which covers eight months of the premium channelsThe credit was applied toward services through July 17, 2017, leaving a credit balanceI submitted a refund of $Please allow three weeks for processing We regret any inconvenience Mr [redacted] may have experienced 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] ***
June 26, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On June 19, 2017, we received your complaint, dated June 17, 2017, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that when you placed your service on DISH Pause, you were not told that the months on pause would not count towards the term commitment Your service was activated on June 17, 2015, with a 24-month commitmentPlease be advised that DISH Pause will extend the term commitment by the number of months that your service is paused We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel When I spoke with you by phone on June 21, 2017, I advised you that I waived the term commitment on your accountAs you requested, I disconnected your service 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, 2015/09/23) */ September 14, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 11, 2015, we received your complaint, dated September 10, 2015, filed with the Revdex.com You said that you didn't agree to our AutoPay system and you were not told any details about paying for service upfront When we spoke I advised you that I reviewed your sales call recording and found that the agent disclosed the AutoPay requirement and you agreed to itIn addition, he explained our billing practices and your monthly rate which again was agreed uponI offered to remove AutoPay from your account, but informed you that this would increase your monthly rate by $You agreed to maintain AutoPay and you said that you will pay your bill before the due date 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] ***
January 8, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com You expressed concern regarding not being able to view two Philadelphia Flyer’s games due to blackoutsYou requested that we release you from your contract When we spoke, I explained that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulationsBlackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-mile radius) is likely to be blacked out for that event · National vsLocal Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast RightsThe National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's RightsIf you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on ESPN· Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home TerritoryViewers outside this territory are required to be blacked outIf you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games I hope this helps to explain the blackout restrictions that you have experiencedPlease accept our apologies for the inconvenience and confusion caused by this issueHowever, we are unable to meet your request to release you from your contract 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] Tell us why here
September 28, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On September 26, 2017, we received your correspondence, dated September 25, 2017, filed with the Revdex.com You expressed concern that you were unable to disconnect your service During our email correspondence, I informed you that for security reasons our agents are required to verify the account with the caller prior to making any changesWhen you called on September 22, 2017, as you are not listed as the account holder and you were unable to verify the security information, your disconnection request could not be processed I canceled the service on September 27, 2017, and I applied a credit of $to your accountThis credit is for the service charged from September 22, I also reversed the two $equipment return feesThe balance due for service rendered is $ To avoid unreturned equipment fees from applying, please return the leased equipment to DISH NetworkI provided you with our warehouse address: [redacted] You informed me that you are unable to return the equipment until October 22, Please note that unreturned equipment fees will apply days from the disconnection dateI will monitor your account We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** ***
April 25, [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] On April 17, 2017, we received your complaint, dated April 16, 2017, filed with the Revdex.comMy attempts to contact you by phone at [redacted] on April 18, and 20, 2017, were unsuccessful; however, I left two messagesI also contacted you by email at [redacted] You disputed the early termination fee that was applied for the disconnection of your serviceYou indicated that you only had service for daysYou also expressed concern that you received a billing statement within two weeks of your service being activated, and with the requirement of a credit card account to establish service Your service was activated on March 23, 2017, with a 24-month commitmentPlease be advised that DISH Network does not offer a trial period The handheld device provided by the installer requires a signature for the service agreement, which verifies that the installation has been completed and the 24-month commitment has been agreed toWhen you initially sign the agreement, there is an available option to capture your signatureThis is a customer feature that allows the signee to agree to the terms and conditions without signing the agreement multiple times A review of the sales call found that our agent advised you that the first month’s bill would be sent immediately after activationHe stated twice during the call that your bill would be due days after your installationThe agent also disclosed that a credit card account was required to qualify for our service, and told you that the information was needed to waive any upfront feesYou agreed and provided the information Your service was disconnected on April 14, Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged an equipment return fee of $ Per our contractual agreement, DISH Network may debit the credit card account initially provided for any early termination, unreturned equipment and/or shipping fees applied to your accountBy signing the agreement, you agreed to these terms and conditions I made an exception and reversed the early termination fee and equipment return fee from your accountThis will leave your account with a balance of $for services rendered 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] ***
Complaint: [redacted] I am rejecting this response because:Dish network has not yet agreed to pay for The damages to my home done by a Dish InstallerAs the Rep stated I have been contacted by Dish and they will come out to my Home to look at Damages on 3/This major damaged to my home by Dish Network has not been solved yet Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ August 10, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with the Revdex.com You stated that you have been contacted by two different collection agencies regarding a DISH Network account balance of $You did not authorize service for this accountYou do not owe this collection balance and you requested that this matter be resolved When we spoke on August 4, I agreed to resolve the collection balance as a courtesyI 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 (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is ALMOST satisfactory to me What happens over the telephone and what happens on the online account are two different stories Over the telephone, the representative agreed to waive the fees, according to the agreement I originally made with an account representative On the website, my account did not show any sort of correction However, on the next month's billing, the erroneous late fee was canceled, and the agreed-upon monthly fees seemed to have returned While I lack confidence in DISH to keep from errors in their favor, I will consider the current issue settled satisfactorily, with thanks to the Revdex.com for looking into the matter Sincerely, [redacted]
Dear Ms [redacted] : On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.comYou requested that we honor the offer you were provided for a monthly rate of $and that we provide you with a credit for the months you overpaidDISH Network records all of our callsI reviewed the call that took place on May 18, You asked the agent if she could give you the new customer rate of $She told you that she was unable to offer you that rate, but she offered a $monthly discount for six monthsWe have honored the offer and no further credits will be appliedIf 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response / [redacted] (4000, 8, 2015/08/13) */ August 4, [redacted] XXXXX [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] : On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Revdex.com You requested to be released from the 24-month commitment to TV service due to the technical issues you have experienced When I spoke with you by telephone today, I agreed to release you from the 24-month agreement to TV service only as our records reveal several technical issues were reportedYou will not be charged an early termination fee for TV service if you choose to disconnect the TV service You stated that you are happy with the internet service but will continue with the service Once the service is disconnected, boxes for the return of the Hopper, Joeys and remotes will ship to the address on the accountPlease keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Final Consumer Response / [redacted] (4200, 6, 2015/08/11) */ Tuesday someone from Dish network called and said she would let me out of my contract, her name ***>did not catch a last nameNot comfortable with whether this is true or notShe left me a phone # of X-XXX-XXX-XXXXHave not been able to reach her since>have left msges, with no return callA lot nervous whether to get installation with former company
March 4, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com You said you experienced technical issues for eight or nine months so you decided to disconnect your account and you requested that your early termination fee be waived When we spoke I explained that I reviewed your account and I found that we sent a technician to your home twice to address technical issuesA technician was sent to your home on March 13, 2015, and a cable was replacedA second technician was sent to your home on December 14, 2015, and he replaced your receiverOur records don’t reflect that you contacted us regarding technical issues between March and December Additionally, after your receiver was replaced, we didn’t receive any calls regarding technical issues Although we consider your balance of $to be accurate, I offered you a credit of $in the interest of customer serviceYou said that you would consider my offer and call me back 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]
Initial Business Response / [redacted] (1000, 6, 2015/08/10) */ August 5, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better Business Bureau You expressed concern with the early termination fees to disconnect your TV and internet servicesYou maintain that you were told that if you were not satisfied with the service, you could cancel with no penaltyYou also said that you were promised gigabytes (GB) of internet service and you have experienced technical issues with your services Your internet and TV services were activated on July 19, 2015, with a 24-month commitment for each serviceA review of the sales call did not find that a grace period was discussed for either serviceAdditionally, the representative explained that you would have GB of anytime usage and GB of off-peak usage (between 2:am and am)As the Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network, these policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed Our records reveal that the only technical or installation issues reported were for the internet serviceOn August 3, 2015, the 24-month commitment for your internet service was waived and the service was canceled When I spoke with you by phone on August 4, 2015, I advised you that the term commitment for your TV service remains validThe monthly rate for your TV service is $plus taxPlease note that this includes a $monthly discount for the first months of service If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (4200, 7, 2015/08/11) */ I also asked the gentleman in the phone if it would be okay if my husband would be able to go on youtube with out there being a problem with the internetWell Even if we had been able to use it, I received a pamphlet in the mail saying the exact oppositeThe only thing he said it would not be good at is downloading movies and playing [redacted] , so that was another lie I was toldI have received email after email saying we have reached 20, 40, and now 70% of our data which isn't working so that is impossibleAlso adding that If they do not respond before a bill is due I would like that refunded as well Final Business Response / [redacted] (4000, 9, 2015/08/24) */ August 13, Mrs [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrs***: On August 12, 2015, we received your complaint, dated August 11, 2015, filed with the Revdex.com You provided additional information regarding the setup of your internet serviceYou also indicated that you have received several emails regarding your usageYou requested a refund for unused services As a courtesy, DISH Network will provide email notification regarding the internet usage Your concerns regarding the internet service were addressed on August 3, 2015, when the 24-month commitment for the service was waived and the service was canceledA total credit of $was applied to your account for the internet services that were not receivedAdditionally, a credit of $was applied to your account on August 6, 2015, for the setup of service If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Dear Mr***: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.comMy attempts to contact you by phone at ###-###-#### on February 1, and 3, 2016, were unsuccessful, and there was no option to leave a messageYou expressed concern with the balance of $on your account and the collection calls that you are receivingYou maintain that you disputed your contractual agreement; however, you did not provide additional details regarding your disputeYour internet and TV services were activated on June 8, 2015, with a 24-month commitment for each serviceEnclosed are copies of the contractual agreements for your reviewOur records reveal that the only contact we received was related to your internet serviceYou were dissatisfied with the speed and data limitationsYou opted to cancel both your TV and internet services on October 22, Since your term commitments were not fulfilled, early termination fees of $and $were applied for the internet and TV services, respectivelyBecause the balance was not paid, your account was referred to collections on December 4, I made an exception and reversed the early termination fee for your internet service; however, the early termination fee for your TV service remains validThe new balance due on your account is $Please be advised that while I requested the collection agency cease contacting you, the balance on your account remains validIf 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ August 12, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On August 7, 2015, we received your complaint, dated August 6, 2015, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your daughter's DISH Network accountYou maintain that her account was supposed to be established with a six-month contractual agreement under your existing DISH Network accountYou also disputed the signature on the 24-month agreement Your daughter's service was activated on January 14, 2015, with a 24-month commitmentPlease note that 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, the signature may look distorted A review of the sales call did not find that a six-month service period or contract was discussedThe agent disclosed that a 24-month commitment was required and an early termination fee would apply if the commitment was not fulfilledAdditionally, the agent told you that this would be a new account Your daughter's service was disconnected on July 31, Since the term commitment was not fulfilled, an early termination fee of $was applied to her account When I spoke with you by phone on August 10, 2015, I advised you that I made an exception and reversed the fee from your daughter's account, leaving a zero balance 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 - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response because as a current customer I felt that they honored our agreed upon arrangement
Complaint: [redacted] I am rejecting this response because: I canceled services due to poor customer service, lack of communication, and extended loss of channels The contract does state that programming is due to change but it does not state that it includes complete loss of multiple primary stations for months My contract was voided by The providerThe response does not address the poor customer service or cancelation fee that is not applicable due to failure to provide the contracted service 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 unsatisfactory but they obviously don't worry about it so I'm withdrawing my complaint because nothing will change Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 14, MsCharlotte KQuiter Swenson Farms Blvd., # Pflugerville, TX Re: Revdex.com Complaint # 8255909684211540- Dear MsQuiter: On September 4, 2015, we received your complaint, dated September 3, 2015, filed with the Revdex.com Although I received your voicemail, my attempts to contact you by phone at (512) 989-on September 4, and 10, 2015, were unsuccessful; however, I left two messages You mentioned the following concerns: Additional receiver Unreturned equipment fee Stop payment fee Refund Equipment removal Customer service You expressed concern with the monthly receiver fee of $that was applied to your accountYou stated that when you moved in January 2012, the installer only installed one receiver and he took the second receiver with himThe cost of the first receiver is included in your basic programming packageAs a result, there is a monthly fee for each active receiver on your account beyond the firstPlease be advised that DISH Network is unaware of the equipment being used on your account unless we are notified, and we must be notified in a timely manner of any billing dispute You disputed the unreturned equipment fee of $that was applied to your account for the second receiver and maintain that you were required to place a stop payment on your bank account to ensure that the fee was not debited from your accountThe unreturned receiver fee of $was applied to your account on July 15, 2015, resulting in a balance due of $Our records show that this balance was removed from your account on August 26, 2015, leaving a zero balance You requested a refund for the monthly receiver fee ($280.00) and the stop payment fee ($35.00)I made an exception and submitted a refund check of $for the monthly receiver fee; however, we are unable to honor your request to reimburse the stop payment feePlease allow five to seven business days to receive the refund check You would like for DISH Network to remove the satellite dish from your homeWhen you agreed to a free installation of the leased equipment, it did not include the removal of the equipment at the end of our business relationshipDISH Network only requires the return of the remotes and receivers and will provide UPS boxes for the returnWe do not require the return of the satellite dish; therefore, we will not send a technician to remove it You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel We strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana Vigil Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com Cherokee St Denver, CO David Laslo
Initial Business Response / [redacted] (1000, 9, 2015/04/24) */ April 21, Ms [redacted] PO Box [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On April 21, 2015, we received your complaint, dated April 20, 2015, filed with the Revdex.com You said that you noticed BET was missing from your channel lineupYou also indicated that certain channels, such as HBO (which you did not subscribe to), are now availableYou would like your channels back at the same rate you were paying before When we spoke, I explained that when you downgraded your basic package from the America's Top to the America's Top 120+ you lost BETYou agreed to go back to the America's Top I also advised you that you were receiving our premium channels for half price for six months; however, this offer has expired and you are now paying the rate for that programmingYou agreed to have the premium channels removed from your subscription 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] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Tell us why here...July 19, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On July 11, 2016, we received your complaint, dated July 7, 2016, filed with the Revdex.comI unsuccessfully attempted to contact you at [redacted] on July 13, and 19, 2016, and I left three messagesI also received messages from you and from Mr [redacted] You maintain that you were not notified when DISH Pause expired and you began to be billedPer our disclosures, your service will automatically be restarted once DISH Pause expiresAs an exception, I removed the balance on this accountPlease return the receiver and remotes to avoid unreturned equipment feesKeep the return tracking numbers for your recordsIf 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 through Friday 7:am to 3:pm MDT [redacted]
May 22, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On May 16, 2017, we received your correspondence, dated May 15, 2017, filed with the Revdex.com You filed this correspondence on behalf of your father, [redacted] , the DISH Network account holderYou maintain that he canceled the premium channels in July 2016, and you requested a refund for the eight months he was billed for the service When we spoke on May 19, 2017, I informed you that I applied a total credit of $to [redacted] ’ account which covers eight months of the premium channelsThe credit was applied toward services through July 17, 2017, leaving a credit balanceI submitted a refund of $Please allow three weeks for processing We regret any inconvenience Mr [redacted] may have experienced 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] ***
June 26, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On June 19, 2017, we received your complaint, dated June 17, 2017, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that when you placed your service on DISH Pause, you were not told that the months on pause would not count towards the term commitment Your service was activated on June 17, 2015, with a 24-month commitmentPlease be advised that DISH Pause will extend the term commitment by the number of months that your service is paused We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel When I spoke with you by phone on June 21, 2017, I advised you that I waived the term commitment on your accountAs you requested, I disconnected your service 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, 2015/09/23) */ September 14, [redacted] , [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 11, 2015, we received your complaint, dated September 10, 2015, filed with the Revdex.com You said that you didn't agree to our AutoPay system and you were not told any details about paying for service upfront When we spoke I advised you that I reviewed your sales call recording and found that the agent disclosed the AutoPay requirement and you agreed to itIn addition, he explained our billing practices and your monthly rate which again was agreed uponI offered to remove AutoPay from your account, but informed you that this would increase your monthly rate by $You agreed to maintain AutoPay and you said that you will pay your bill before the due date 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] ***
January 8, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On January 7, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com You expressed concern regarding not being able to view two Philadelphia Flyer’s games due to blackoutsYou requested that we release you from your contract When we spoke, I explained that while your frustrations with blackout restrictions are certainly understood, we urge you to understand that DISH Network does not determine these stipulationsBlackouts are based on the following conditions: · Non-sellout events • If a game is not a sellout, the area surrounding the stadium (approximately 35-mile radius) is likely to be blacked out for that event · National vsLocal Broadcast Rights • A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast RightsThe National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's RightsIf you are a DISH Network subscriber outside of these blacked-out areas, you are able to view this game on ESPN· Restrictions on Regional Sports Networks • The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home TerritoryViewers outside this territory are required to be blacked outIf you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games I hope this helps to explain the blackout restrictions that you have experiencedPlease accept our apologies for the inconvenience and confusion caused by this issueHowever, we are unable to meet your request to release you from your contract 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] Tell us why here
September 28, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On September 26, 2017, we received your correspondence, dated September 25, 2017, filed with the Revdex.com You expressed concern that you were unable to disconnect your service During our email correspondence, I informed you that for security reasons our agents are required to verify the account with the caller prior to making any changesWhen you called on September 22, 2017, as you are not listed as the account holder and you were unable to verify the security information, your disconnection request could not be processed I canceled the service on September 27, 2017, and I applied a credit of $to your accountThis credit is for the service charged from September 22, I also reversed the two $equipment return feesThe balance due for service rendered is $ To avoid unreturned equipment fees from applying, please return the leased equipment to DISH NetworkI provided you with our warehouse address: [redacted] You informed me that you are unable to return the equipment until October 22, Please note that unreturned equipment fees will apply days from the disconnection dateI will monitor your account We regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** ***
April 25, [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] On April 17, 2017, we received your complaint, dated April 16, 2017, filed with the Revdex.comMy attempts to contact you by phone at [redacted] on April 18, and 20, 2017, were unsuccessful; however, I left two messagesI also contacted you by email at [redacted] You disputed the early termination fee that was applied for the disconnection of your serviceYou indicated that you only had service for daysYou also expressed concern that you received a billing statement within two weeks of your service being activated, and with the requirement of a credit card account to establish service Your service was activated on March 23, 2017, with a 24-month commitmentPlease be advised that DISH Network does not offer a trial period The handheld device provided by the installer requires a signature for the service agreement, which verifies that the installation has been completed and the 24-month commitment has been agreed toWhen you initially sign the agreement, there is an available option to capture your signatureThis is a customer feature that allows the signee to agree to the terms and conditions without signing the agreement multiple times A review of the sales call found that our agent advised you that the first month’s bill would be sent immediately after activationHe stated twice during the call that your bill would be due days after your installationThe agent also disclosed that a credit card account was required to qualify for our service, and told you that the information was needed to waive any upfront feesYou agreed and provided the information Your service was disconnected on April 14, Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged an equipment return fee of $ Per our contractual agreement, DISH Network may debit the credit card account initially provided for any early termination, unreturned equipment and/or shipping fees applied to your accountBy signing the agreement, you agreed to these terms and conditions I made an exception and reversed the early termination fee and equipment return fee from your accountThis will leave your account with a balance of $for services rendered 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] ***
Complaint: [redacted] I am rejecting this response because:Dish network has not yet agreed to pay for The damages to my home done by a Dish InstallerAs the Rep stated I have been contacted by Dish and they will come out to my Home to look at Damages on 3/This major damaged to my home by Dish Network has not been solved yet Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ August 10, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with the Revdex.com You stated that you have been contacted by two different collection agencies regarding a DISH Network account balance of $You did not authorize service for this accountYou do not owe this collection balance and you requested that this matter be resolved When we spoke on August 4, I agreed to resolve the collection balance as a courtesyI 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 (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is ALMOST satisfactory to me What happens over the telephone and what happens on the online account are two different stories Over the telephone, the representative agreed to waive the fees, according to the agreement I originally made with an account representative On the website, my account did not show any sort of correction However, on the next month's billing, the erroneous late fee was canceled, and the agreed-upon monthly fees seemed to have returned While I lack confidence in DISH to keep from errors in their favor, I will consider the current issue settled satisfactorily, with thanks to the Revdex.com for looking into the matter Sincerely, [redacted]
Dear Ms [redacted] : On January 29, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.comYou requested that we honor the offer you were provided for a monthly rate of $and that we provide you with a credit for the months you overpaidDISH Network records all of our callsI reviewed the call that took place on May 18, You asked the agent if she could give you the new customer rate of $She told you that she was unable to offer you that rate, but she offered a $monthly discount for six monthsWe have honored the offer and no further credits will be appliedIf 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response / [redacted] (4000, 8, 2015/08/13) */ August 4, [redacted] XXXXX [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] : On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Revdex.com You requested to be released from the 24-month commitment to TV service due to the technical issues you have experienced When I spoke with you by telephone today, I agreed to release you from the 24-month agreement to TV service only as our records reveal several technical issues were reportedYou will not be charged an early termination fee for TV service if you choose to disconnect the TV service You stated that you are happy with the internet service but will continue with the service Once the service is disconnected, boxes for the return of the Hopper, Joeys and remotes will ship to the address on the accountPlease keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Final Consumer Response / [redacted] (4200, 6, 2015/08/11) */ Tuesday someone from Dish network called and said she would let me out of my contract, her name ***>did not catch a last nameNot comfortable with whether this is true or notShe left me a phone # of X-XXX-XXX-XXXXHave not been able to reach her since>have left msges, with no return callA lot nervous whether to get installation with former company
March 4, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com You said you experienced technical issues for eight or nine months so you decided to disconnect your account and you requested that your early termination fee be waived When we spoke I explained that I reviewed your account and I found that we sent a technician to your home twice to address technical issuesA technician was sent to your home on March 13, 2015, and a cable was replacedA second technician was sent to your home on December 14, 2015, and he replaced your receiverOur records don’t reflect that you contacted us regarding technical issues between March and December Additionally, after your receiver was replaced, we didn’t receive any calls regarding technical issues Although we consider your balance of $to be accurate, I offered you a credit of $in the interest of customer serviceYou said that you would consider my offer and call me back 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]
Initial Business Response / [redacted] (1000, 6, 2015/08/10) */ August 5, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On July 30, 2015, we received your complaint, dated July 29, 2015, filed with the Better Business Bureau You expressed concern with the early termination fees to disconnect your TV and internet servicesYou maintain that you were told that if you were not satisfied with the service, you could cancel with no penaltyYou also said that you were promised gigabytes (GB) of internet service and you have experienced technical issues with your services Your internet and TV services were activated on July 19, 2015, with a 24-month commitment for each serviceA review of the sales call did not find that a grace period was discussed for either serviceAdditionally, the representative explained that you would have GB of anytime usage and GB of off-peak usage (between 2:am and am)As the Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network, these policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed Our records reveal that the only technical or installation issues reported were for the internet serviceOn August 3, 2015, the 24-month commitment for your internet service was waived and the service was canceled When I spoke with you by phone on August 4, 2015, I advised you that the term commitment for your TV service remains validThe monthly rate for your TV service is $plus taxPlease note that this includes a $monthly discount for the first months of service If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (4200, 7, 2015/08/11) */ I also asked the gentleman in the phone if it would be okay if my husband would be able to go on youtube with out there being a problem with the internetWell Even if we had been able to use it, I received a pamphlet in the mail saying the exact oppositeThe only thing he said it would not be good at is downloading movies and playing [redacted] , so that was another lie I was toldI have received email after email saying we have reached 20, 40, and now 70% of our data which isn't working so that is impossibleAlso adding that If they do not respond before a bill is due I would like that refunded as well Final Business Response / [redacted] (4000, 9, 2015/08/24) */ August 13, Mrs [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrs***: On August 12, 2015, we received your complaint, dated August 11, 2015, filed with the Revdex.com You provided additional information regarding the setup of your internet serviceYou also indicated that you have received several emails regarding your usageYou requested a refund for unused services As a courtesy, DISH Network will provide email notification regarding the internet usage Your concerns regarding the internet service were addressed on August 3, 2015, when the 24-month commitment for the service was waived and the service was canceledA total credit of $was applied to your account for the internet services that were not receivedAdditionally, a credit of $was applied to your account on August 6, 2015, for the setup of service If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Dear Mr***: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.comMy attempts to contact you by phone at ###-###-#### on February 1, and 3, 2016, were unsuccessful, and there was no option to leave a messageYou expressed concern with the balance of $on your account and the collection calls that you are receivingYou maintain that you disputed your contractual agreement; however, you did not provide additional details regarding your disputeYour internet and TV services were activated on June 8, 2015, with a 24-month commitment for each serviceEnclosed are copies of the contractual agreements for your reviewOur records reveal that the only contact we received was related to your internet serviceYou were dissatisfied with the speed and data limitationsYou opted to cancel both your TV and internet services on October 22, Since your term commitments were not fulfilled, early termination fees of $and $were applied for the internet and TV services, respectivelyBecause the balance was not paid, your account was referred to collections on December 4, I made an exception and reversed the early termination fee for your internet service; however, the early termination fee for your TV service remains validThe new balance due on your account is $Please be advised that while I requested the collection agency cease contacting you, the balance on your account remains validIf 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ August 12, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On August 7, 2015, we received your complaint, dated August 6, 2015, filed with the Revdex.com You expressed concern with the early termination fee that was applied to your daughter's DISH Network accountYou maintain that her account was supposed to be established with a six-month contractual agreement under your existing DISH Network accountYou also disputed the signature on the 24-month agreement Your daughter's service was activated on January 14, 2015, with a 24-month commitmentPlease note that 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, the signature may look distorted A review of the sales call did not find that a six-month service period or contract was discussedThe agent disclosed that a 24-month commitment was required and an early termination fee would apply if the commitment was not fulfilledAdditionally, the agent told you that this would be a new account Your daughter's service was disconnected on July 31, Since the term commitment was not fulfilled, an early termination fee of $was applied to her account When I spoke with you by phone on August 10, 2015, I advised you that I made an exception and reversed the fee from your daughter's account, leaving a zero balance 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 - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response because as a current customer I felt that they honored our agreed upon arrangement
Complaint: [redacted] I am rejecting this response because: I canceled services due to poor customer service, lack of communication, and extended loss of channels The contract does state that programming is due to change but it does not state that it includes complete loss of multiple primary stations for months My contract was voided by The providerThe response does not address the poor customer service or cancelation fee that is not applicable due to failure to provide the contracted service 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 unsatisfactory but they obviously don't worry about it so I'm withdrawing my complaint because nothing will change Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ September 14, MsCharlotte KQuiter Swenson Farms Blvd., # Pflugerville, TX Re: Revdex.com Complaint # 8255909684211540- Dear MsQuiter: On September 4, 2015, we received your complaint, dated September 3, 2015, filed with the Revdex.com Although I received your voicemail, my attempts to contact you by phone at (512) 989-on September 4, and 10, 2015, were unsuccessful; however, I left two messages You mentioned the following concerns: Additional receiver Unreturned equipment fee Stop payment fee Refund Equipment removal Customer service You expressed concern with the monthly receiver fee of $that was applied to your accountYou stated that when you moved in January 2012, the installer only installed one receiver and he took the second receiver with himThe cost of the first receiver is included in your basic programming packageAs a result, there is a monthly fee for each active receiver on your account beyond the firstPlease be advised that DISH Network is unaware of the equipment being used on your account unless we are notified, and we must be notified in a timely manner of any billing dispute You disputed the unreturned equipment fee of $that was applied to your account for the second receiver and maintain that you were required to place a stop payment on your bank account to ensure that the fee was not debited from your accountThe unreturned receiver fee of $was applied to your account on July 15, 2015, resulting in a balance due of $Our records show that this balance was removed from your account on August 26, 2015, leaving a zero balance You requested a refund for the monthly receiver fee ($280.00) and the stop payment fee ($35.00)I made an exception and submitted a refund check of $for the monthly receiver fee; however, we are unable to honor your request to reimburse the stop payment feePlease allow five to seven business days to receive the refund check You would like for DISH Network to remove the satellite dish from your homeWhen you agreed to a free installation of the leased equipment, it did not include the removal of the equipment at the end of our business relationshipDISH Network only requires the return of the remotes and receivers and will provide UPS boxes for the returnWe do not require the return of the satellite dish; therefore, we will not send a technician to remove it You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel We strive to provide excellent service and regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana Vigil Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com Cherokee St Denver, CO David Laslo