Initial Business Response / [redacted] (1000, 4, 2015/05/12) */ May 11, Mr [redacted] W [redacted] Ct., [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr [redacted] : On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Revdex.com You said that DISH Network sent you a bill for service when you don't have an accountYou requested a letter of apology and confirmation that you do not have an account nor owe any money When we spoke, I explained that I was able to locate an account with your address on it; however, the bills are not being sent in your name and therefore, you are not responsible for the accountWe are in the process of updating the account's address and ask for your patience in getting this matter resolved 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] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need an apology with a statement saying stating I do not and have not had an account with dish network, or owe dish network any money Final Business Response / [redacted] (4000, 8, 2015/05/19) */ May 14, Mr [redacted] W [redacted] Ct., # [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr [redacted] : On May 14, 2015, we received your rebuttal, dated May 13, 2015, filed with the Revdex.com You said that you would like a statement stating that you do not and have not had an account with DISH Network nor do you owe us any moneyYou are also requesting an apology I can confirm that the account in question doesn't belong to you nor are you responsible for the billHowever, in order to determine whether or not you have ever had service with us and don't owe us any money, I would need to research our system with your Social Security Number to be able to confirm your request 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] ***
Complaint: [redacted] I am rejecting this response because: they do not address the issues I called DISH, they offered to put two discounts on the account-a $to cover the increase for mo and a $one to put back the expired one There is some type of block on my account that common business practices are not being allowed to occur on my account but are available for others I believe I am being discriminated against as others are being allowed these reduced bills I have also requested many times that my account be reviewed by someone else at DISH as Ms A is clearly unreasonable I formally request her being removed from any reviews of my account and someone else respond or I will forward all concerns to the president of DISH directly abd reach out to social media Sincerely, [redacted]
March 11, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com You said that you were supposed to receive a $gift card for initiating a DISH Network account I attempted to reach you at [redacted] on March 9, and 11, Each call was terminated after ringing twice, so I was unable to leave a message A review of your sales call recording revealed that the gift card offer was never mentioned during the call However, as you advised our agents that you were supposed to receive a gift card, they made an exception and one is being processed for you 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
April 19, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com You said that your internet service didn’t work properlyIn addition, you indicated you were not given an explanation of the early termination fees that were appliedYou said you were told that $would be deducted from the early termination fees because you did not receive a gift card that you were offeredYou asked that we reduce your early termination fee to $When we spoke, I told you that I listened to the call recordings from when you placed your order for our service and when you cancelled your accountDuring both calls, our agents explained the early termination fees properlyIn addition, the agent who closed your account offered a credit for the gift card if you decided to remain a customerHowever, in the interest of customer service, I agreed to waive the early termination fee of $(internet) and apply a credit of $to your DISH Network accountThis results in a credit balance of $which we will refund to your credit card account within the next three business daysYou agreed to my 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: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ December 10, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On December 10, 2015, we received your complaint, dated December 9, 2015, filed with the Revdex.com You expressed concern about the information UPS included on your shipping label When we spoke, I advised you that DISH Network does not dictate the information that UPS includes on their shipping labelsAs such, we recommend that you speak with them concerning this issue If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
Complaint: [redacted] I am rejecting this response because:We also notified that you over charged us on our bill and that we were not happy with over charging us.And we wanted to get another provider and to come and get your equipment and no one picked it up.So when we moved we left with my wife's aunt who has service with you.We were at the residence for two more months and no one stopped by.And that's why we left it with her aunt Sincerely, [redacted]
October 5, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On September 29, 2017, we received your complaint, dated September 28, 2017, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account You said that you experienced technical issues and that the customer service you received did not meet your expectations When we spoke, I advised you that I reviewed your calls, but I could not find any instance where an agent offered to call you back concerning your receiver We received one technical support call, which ended with you stating that you would contact your internet service provider concerning slow internet speedsWhen you contacted us again, you declined to troubleshoot or have your receiver replaced You also declined a free Pay-Per-View certificate I explained to you that your free premium promotion was set to drop off your account on September 27, 2017; however, as your bill generated before that date, charges for the premium channels were already applied Prorated credits would have also applied as soon as the premium channels automatically dropped off your account, but you requested that those channels be removed on September 14, As there was some confusion about the amount of prorated credits you would receive, I added a one-time credit of $to your account As an exception, I waived the early termination fee Per your request, I disconnected your account We sincerely regret any confusion or 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] [redacted] [redacted] [redacted] [redacted] ** ***
February 8, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On February 1, 2017, we received your rebuttal, dated February 13, 2017, filed with the Revdex.comYou continue to request that we release you from the 24-month agreementYou maintain that the technician issues have continued after the technician visit which was completed on January 19, You also indicated that your nephew is no longer being deployedOur records do not reveal any ongoing technical issues were reportedThere are no reports of troubleshooting and as previously advised, the only time we show that technical issues are mentioned was during calls made to request that your service be disconnectedThere were no technical issues reported following the January 19, 2017, technician visitAs we are unable to verify any ongoing technical issues, the commitment remains validNevertheless, I will reduce the early termination fee by halfPlease if you contact me at the phone number provided below to accept my offerWe will only release the customer from their contract if the account holder and/or his or her spouse is being deployed 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 through Friday 7:am to 3:pm MDT [redacted] cc: [redacted] [redacted] [redacted] ** *** [redacted] ***
August 31, Dear Ms [redacted] : On August 26, 2016, we received your correspondence, dated August 24, 2016, filed with the Revdex.com You maintain two DISH Network accounts were opened with your name and Social Security Number without authorization When we spoke today, you said that your original correspondence from November was resolvedI advised you that I was unable to locate a second account that was opened with your information After further review, I found that we have no record of having received the requested ID Theft Affidavit documentationAs a result, no claim was opened for the original correspondence you filed in November So that we may investigate this matter further, please fill out and return the enclosed ID Theft Affidavit forms to: Email: [email protected] Mail: ID Theft Verification Team PO Box Littleton, CO 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 to 2:pm MST ###-###-#### Enclosure
August 5, Dear Ms***: On August 2, 2016, we received your complaint, dated July 28, 2016, filed with the Revdex.com You informed us that your mother, Ms [redacted] , was required to move into an assisted-living facility and she can no longer have the satellite dishYou requested that she be released from the 24-month agreement When I spoke with you by telephone today, I informed you that I waived the commitment and disconnected the servicePlease return the equipment and keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ June 30, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Revdex.com You indicated that your internet data was being used up too fastYou maintain that you only use the service for checking emails, browsing the internet, and Facebook When we spoke by phone, I explained that we reviewed your usage for this month and found that roughly 50% of your usage has been web browsing, roughly 30% has been from marketplaces (such as the Apple App Store, Google Play Store, etc.), and the last 20% comprises other categories I advised you that we also offer a higher package option that includes 15GB anytime hours and 15GB off-peak hours for $a month 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] ***
March 15, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com You maintain that the sales representative told you that you would have the same programming that was in your DIRECTV packageYou indicated that customer service was unwilling to assist you and you disputed the early termination feeYou also stated that you experienced technical issues This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) A review of the sales call on August 1, 2015, reveals that there was no request to have the same channels as you had with DIRECTVThe agent asked you what channels you like to watch and you stated, “Lifetime, MTV and local channels--nothing special”, and that your husband likes sportsThe agent offered the America’s Top package which included the channels you mentionedLater in the call, you asked your husband what channels he watchedYou mentioned channels AMC, A&E and MASNSince those channels were included in the America’s Top 200, you said this was good When I spoke with you by telephone today, you disagreed with our findings and terminated the callYour account was activated with the correct information and the 24-month commitment and early termination fee are valid Our records do not reveal any reported technical issuesIf you are experiencing technical issues, please contact our technical support department 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Revdex.com: I have reviewed the response made by the business and after speaking with them over the phone in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
July 28, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On July 19, 2017, we received your complaint, dated July 18, 2017, filed with the Revdex.com My attempts to reach you by phone on July 25, and 28, 2017, have been unsuccessful; however, I left a voice message on each attempt I also sent three emails requesting contact from you You indicated that our free section of Video On Demand (VOD) contains content that is not freeYou asked that we correct this so that only free content is made available DISH Network offers premium movie channels and if you subscribe to them, they provide free VOD contentI regret that you are not satisfied with our setup; however, this is a great way to let customers know of the perks they can receive by subscribing to a premium movie channelI would be happy to add [redacted] to your account for free for three monthsPlease let me know if you are interested in my offer 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] ***
September 21, Dear Ms [redacted] : On September 19, 2016, we received your complaint, dated September 15, 2016, filed with the Revdex.com You said that your credit card account was debited $for unreturned equipmentYou returned the equipment, but you were denied a refundYou would like your money returned When we spoke, I advised you that your credit card account was debited for the early termination fee—not unreturned equipment feesBecause you didn’t fulfill your contract, a $early termination fee was applied to your accountIn addition, the contract you agreed to authorizes DISH Network to debit your credit card account for unreturned equipment and/or early termination feesTherefore, I am unable to process a refund The unreturned equipment fees were reversed when the leased equipment was receivedAs a courtesy, I waived the remaining balance ($196.73) on your account 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Please have another representative from the corporate office contact meA representative who did not say where she was fromI found the discussion with her to be somewhat manipulative and unacceptableI want to pay t he same amount to DISH as I have been paying for mothsThank you
March 21, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com You indicated that your due date was not changed and you expressed concern with the customer service you received A review of your account reveals that this complaint was filed on March 18, Your new bill cycles on the 19th of each month for the requested due date of the 3rd of the following month As I advised you in my previous correspondence, our records reflect that a request to change your billing cycle was submitted on February 29, It takes up to two billing cycles for the change to take effect I apologize if you did not receive an expected call from me 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** ***
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ December 16, Ms [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com You said that the technician did not show up for a scheduled appointment on December 3, You requested free premium channels and reimbursement for the Protection Plan When we spoke, I advised you that a review of your phone calls to DISH Network revealed that there was some confusion about the service you needed performedOur records indicate that a work order was scheduled for a wall-fish, where coaxial cables are run behind your walls to your equipmentHowever, when the technician arrived on December 3, 2015, he was advised that you wished to hide electrical wires and cablesAs working with your home's electrical system requires special certification, the technician advised you that an electrician was needed You contacted us on December 8, 2015, and said that the technician never showed up on December 3, 2015, and that you needed to reschedule the visitOnce again a work order for a wall-fish was createdThe technician who came to your residence on December 12, 2015, entered a work order for a power relocation as he was, likewise, uncertified for electrical work Our records indicate that the technician who was at your house on December 15, 2015, noted that you have fire breaks and that he is unable to finish the work order as isYou requested to cancel the work order and advised out dispatch office that you will contact us when you are ready for the technician visit Our records indicate that you are already receiving free premium channels for three months, which was added on December 12, As a courtesy, I applied a one-time $credit to your account We sincerely regret any confusion this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
August 16, Dear Ms [redacted] : On August 10, 2016, we received your correspondence, dated August 5, 2016, filed with the Revdex.com You expressed dissatisfaction with the internet serviceYou expressed concern with the billing and the early termination feeYou requested that the balance be removed from your account We regret that the internet service was not to your satisfaction You were billed for the TV and internet services through the disconnection dateBecause your account was disconnected prior to the promotional fulfillment date, you were billed for the early termination and for two return box fees, for a total of $Since the balance was not paid in a timely manner, your account was sent to collections When we spoke today, I informed you that I made an exception and removed the balance of $from your account You said that you have mailed in a payment for the same amountWhen the payment is posted to your account, a refund will be submittedYou accepted this resolution 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 to 2:pm MST ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ August 27, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On August 25, 2015, we received your complaint, dated August 24, 2015, filed with the Revdex.com You mentioned the following concerns: Promised rate Equipment Monthly bill 24-month commitment Technical issues Customer service You maintain that you were promised a monthly rate of $You also stated that the technician did not have the proper equipment when he arrived for your installation Your service was activated on December 28, 2014, with a 24-month commitmentPlease be advised that your promotion includes a $monthly discount for the first months of serviceThis reduced your monthly rate from $plus tax to $plus tax A review of the sales call found that you initially requested service for four TVs and the representative quoted you a monthly rate of $with taxToward the end of the call, you opted to have only three TVs connected and the monthly rate quoted was $with taxThis was also the amount that was applied to your credit card account on December 27, 2014, for the first month of serviceWe did not find that a monthly rate of $was quoted or requested The equipment that was requested in your installation order was a Hopper with Sling receiver, [redacted] receiver and Super [redacted] receiver to connect three TVsWhen you contacted us on February 6, 2015, and said that you were supposed to be connected with four TVs, we scheduled a free upgrade to install a fourth receiverA monthly receiver fee of $was added to your account for the fourth receiver, making your monthly rate $plus tax; however, as a courtesy, a monthly credit of $was applied for months, reducing your monthly rate to $plus tax Please be advised that the promotion that gave you the Protection Plan for the first six months free ended on June 28, Since the service was not removed, you began to be billed the regular service fee of $This made your monthly rate $plus tax While you were given additional monthly credits ($on March 12, 2015, for six months and $on April 12, 2015, for three months), all appropriate credits have been applied and are now expired You indicated that your monthly bill has been a different amount each month since May On May 13, 2015, a billing statement of $generated for services from May 28, 2015, through June 27, We did not receive a payment by your June 2, 2015, due dateAs a result, the billing statement of $that generated on June 13, 2015, included the unpaid balance of $and the current month's charges of $We received two payments ($on June 14, 2015, and $on July 8, 2015) for a total of $This left an unpaid balance of $ On July 13, 2015, a billing statement of $generated for services from July 28, 2015, through August 27, This billing statement included the previous unpaid balance of $and current month's charges of $We did not receive a payment for this balance by your August 2, 2015, due dateTherefore, the billing statement of $that generated on August 13, 2015, included the unpaid balance of $86.32, a $late fee and the current month's charges of $On August 15, 2015, we received two payments for a total of $Your account was left with an unpaid balance of $Your monthly charges are correct for the services that you subscribe to You requested to be released from your 24-month commitmentWhen I spoke with you by phone on August 26, 2015, I advised you that we are unable to honor your request to waive your 24-month commitmentIf you choose to disconnect your service, you will be charged an early termination fee Although you mentioned that you are experiencing technical issues with your service, you declined my offer to schedule a technician visitYou may contact me directly if you would like to accept this offer 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 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 Business Response / [redacted] (1000, 4, 2015/05/12) */ May 11, Mr [redacted] W [redacted] Ct., [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr [redacted] : On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Revdex.com You said that DISH Network sent you a bill for service when you don't have an accountYou requested a letter of apology and confirmation that you do not have an account nor owe any money When we spoke, I explained that I was able to locate an account with your address on it; however, the bills are not being sent in your name and therefore, you are not responsible for the accountWe are in the process of updating the account's address and ask for your patience in getting this matter resolved 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] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need an apology with a statement saying stating I do not and have not had an account with dish network, or owe dish network any money Final Business Response / [redacted] (4000, 8, 2015/05/19) */ May 14, Mr [redacted] W [redacted] Ct., # [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] Dear Mr [redacted] : On May 14, 2015, we received your rebuttal, dated May 13, 2015, filed with the Revdex.com You said that you would like a statement stating that you do not and have not had an account with DISH Network nor do you owe us any moneyYou are also requesting an apology I can confirm that the account in question doesn't belong to you nor are you responsible for the billHowever, in order to determine whether or not you have ever had service with us and don't owe us any money, I would need to research our system with your Social Security Number to be able to confirm your request 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] ***
Complaint: [redacted] I am rejecting this response because: they do not address the issues I called DISH, they offered to put two discounts on the account-a $to cover the increase for mo and a $one to put back the expired one There is some type of block on my account that common business practices are not being allowed to occur on my account but are available for others I believe I am being discriminated against as others are being allowed these reduced bills I have also requested many times that my account be reviewed by someone else at DISH as Ms A is clearly unreasonable I formally request her being removed from any reviews of my account and someone else respond or I will forward all concerns to the president of DISH directly abd reach out to social media Sincerely, [redacted]
March 11, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com You said that you were supposed to receive a $gift card for initiating a DISH Network account I attempted to reach you at [redacted] on March 9, and 11, Each call was terminated after ringing twice, so I was unable to leave a message A review of your sales call recording revealed that the gift card offer was never mentioned during the call However, as you advised our agents that you were supposed to receive a gift card, they made an exception and one is being processed for you 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
April 19, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On April 14, 2016, we received your complaint, dated April 13, 2016, filed with the Revdex.com You said that your internet service didn’t work properlyIn addition, you indicated you were not given an explanation of the early termination fees that were appliedYou said you were told that $would be deducted from the early termination fees because you did not receive a gift card that you were offeredYou asked that we reduce your early termination fee to $When we spoke, I told you that I listened to the call recordings from when you placed your order for our service and when you cancelled your accountDuring both calls, our agents explained the early termination fees properlyIn addition, the agent who closed your account offered a credit for the gift card if you decided to remain a customerHowever, in the interest of customer service, I agreed to waive the early termination fee of $(internet) and apply a credit of $to your DISH Network accountThis results in a credit balance of $which we will refund to your credit card account within the next three business daysYou agreed to my 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: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ December 10, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On December 10, 2015, we received your complaint, dated December 9, 2015, filed with the Revdex.com You expressed concern about the information UPS included on your shipping label When we spoke, I advised you that DISH Network does not dictate the information that UPS includes on their shipping labelsAs such, we recommend that you speak with them concerning this issue If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
Complaint: [redacted] I am rejecting this response because:We also notified that you over charged us on our bill and that we were not happy with over charging us.And we wanted to get another provider and to come and get your equipment and no one picked it up.So when we moved we left with my wife's aunt who has service with you.We were at the residence for two more months and no one stopped by.And that's why we left it with her aunt Sincerely, [redacted]
October 5, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On September 29, 2017, we received your complaint, dated September 28, 2017, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account You said that you experienced technical issues and that the customer service you received did not meet your expectations When we spoke, I advised you that I reviewed your calls, but I could not find any instance where an agent offered to call you back concerning your receiver We received one technical support call, which ended with you stating that you would contact your internet service provider concerning slow internet speedsWhen you contacted us again, you declined to troubleshoot or have your receiver replaced You also declined a free Pay-Per-View certificate I explained to you that your free premium promotion was set to drop off your account on September 27, 2017; however, as your bill generated before that date, charges for the premium channels were already applied Prorated credits would have also applied as soon as the premium channels automatically dropped off your account, but you requested that those channels be removed on September 14, As there was some confusion about the amount of prorated credits you would receive, I added a one-time credit of $to your account As an exception, I waived the early termination fee Per your request, I disconnected your account We sincerely regret any confusion or 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] [redacted] [redacted] [redacted] [redacted] ** ***
February 8, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] ***: On February 1, 2017, we received your rebuttal, dated February 13, 2017, filed with the Revdex.comYou continue to request that we release you from the 24-month agreementYou maintain that the technician issues have continued after the technician visit which was completed on January 19, You also indicated that your nephew is no longer being deployedOur records do not reveal any ongoing technical issues were reportedThere are no reports of troubleshooting and as previously advised, the only time we show that technical issues are mentioned was during calls made to request that your service be disconnectedThere were no technical issues reported following the January 19, 2017, technician visitAs we are unable to verify any ongoing technical issues, the commitment remains validNevertheless, I will reduce the early termination fee by halfPlease if you contact me at the phone number provided below to accept my offerWe will only release the customer from their contract if the account holder and/or his or her spouse is being deployed 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 through Friday 7:am to 3:pm MDT [redacted] cc: [redacted] [redacted] [redacted] ** *** [redacted] ***
August 31, Dear Ms [redacted] : On August 26, 2016, we received your correspondence, dated August 24, 2016, filed with the Revdex.com You maintain two DISH Network accounts were opened with your name and Social Security Number without authorization When we spoke today, you said that your original correspondence from November was resolvedI advised you that I was unable to locate a second account that was opened with your information After further review, I found that we have no record of having received the requested ID Theft Affidavit documentationAs a result, no claim was opened for the original correspondence you filed in November So that we may investigate this matter further, please fill out and return the enclosed ID Theft Affidavit forms to: Email: [email protected] Mail: ID Theft Verification Team PO Box Littleton, CO 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 to 2:pm MST ###-###-#### Enclosure
August 5, Dear Ms***: On August 2, 2016, we received your complaint, dated July 28, 2016, filed with the Revdex.com You informed us that your mother, Ms [redacted] , was required to move into an assisted-living facility and she can no longer have the satellite dishYou requested that she be released from the 24-month agreement When I spoke with you by telephone today, I informed you that I waived the commitment and disconnected the servicePlease return the equipment and keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ June 30, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Revdex.com You indicated that your internet data was being used up too fastYou maintain that you only use the service for checking emails, browsing the internet, and Facebook When we spoke by phone, I explained that we reviewed your usage for this month and found that roughly 50% of your usage has been web browsing, roughly 30% has been from marketplaces (such as the Apple App Store, Google Play Store, etc.), and the last 20% comprises other categories I advised you that we also offer a higher package option that includes 15GB anytime hours and 15GB off-peak hours for $a month 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] ***
March 15, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com You maintain that the sales representative told you that you would have the same programming that was in your DIRECTV packageYou indicated that customer service was unwilling to assist you and you disputed the early termination feeYou also stated that you experienced technical issues This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed) A review of the sales call on August 1, 2015, reveals that there was no request to have the same channels as you had with DIRECTVThe agent asked you what channels you like to watch and you stated, “Lifetime, MTV and local channels--nothing special”, and that your husband likes sportsThe agent offered the America’s Top package which included the channels you mentionedLater in the call, you asked your husband what channels he watchedYou mentioned channels AMC, A&E and MASNSince those channels were included in the America’s Top 200, you said this was good When I spoke with you by telephone today, you disagreed with our findings and terminated the callYour account was activated with the correct information and the 24-month commitment and early termination fee are valid Our records do not reveal any reported technical issuesIf you are experiencing technical issues, please contact our technical support department 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Revdex.com: I have reviewed the response made by the business and after speaking with them over the phone in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
July 28, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On July 19, 2017, we received your complaint, dated July 18, 2017, filed with the Revdex.com My attempts to reach you by phone on July 25, and 28, 2017, have been unsuccessful; however, I left a voice message on each attempt I also sent three emails requesting contact from you You indicated that our free section of Video On Demand (VOD) contains content that is not freeYou asked that we correct this so that only free content is made available DISH Network offers premium movie channels and if you subscribe to them, they provide free VOD contentI regret that you are not satisfied with our setup; however, this is a great way to let customers know of the perks they can receive by subscribing to a premium movie channelI would be happy to add [redacted] to your account for free for three monthsPlease let me know if you are interested in my offer 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] ***
September 21, Dear Ms [redacted] : On September 19, 2016, we received your complaint, dated September 15, 2016, filed with the Revdex.com You said that your credit card account was debited $for unreturned equipmentYou returned the equipment, but you were denied a refundYou would like your money returned When we spoke, I advised you that your credit card account was debited for the early termination fee—not unreturned equipment feesBecause you didn’t fulfill your contract, a $early termination fee was applied to your accountIn addition, the contract you agreed to authorizes DISH Network to debit your credit card account for unreturned equipment and/or early termination feesTherefore, I am unable to process a refund The unreturned equipment fees were reversed when the leased equipment was receivedAs a courtesy, I waived the remaining balance ($196.73) on your account 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Please have another representative from the corporate office contact meA representative who did not say where she was fromI found the discussion with her to be somewhat manipulative and unacceptableI want to pay t he same amount to DISH as I have been paying for mothsThank you
March 21, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 21, 2016, we received your complaint, dated March 18, 2016, filed with the Revdex.com You indicated that your due date was not changed and you expressed concern with the customer service you received A review of your account reveals that this complaint was filed on March 18, Your new bill cycles on the 19th of each month for the requested due date of the 3rd of the following month As I advised you in my previous correspondence, our records reflect that a request to change your billing cycle was submitted on February 29, It takes up to two billing cycles for the change to take effect I apologize if you did not receive an expected call from me 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** ***
Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ December 16, Ms [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com You said that the technician did not show up for a scheduled appointment on December 3, You requested free premium channels and reimbursement for the Protection Plan When we spoke, I advised you that a review of your phone calls to DISH Network revealed that there was some confusion about the service you needed performedOur records indicate that a work order was scheduled for a wall-fish, where coaxial cables are run behind your walls to your equipmentHowever, when the technician arrived on December 3, 2015, he was advised that you wished to hide electrical wires and cablesAs working with your home's electrical system requires special certification, the technician advised you that an electrician was needed You contacted us on December 8, 2015, and said that the technician never showed up on December 3, 2015, and that you needed to reschedule the visitOnce again a work order for a wall-fish was createdThe technician who came to your residence on December 12, 2015, entered a work order for a power relocation as he was, likewise, uncertified for electrical work Our records indicate that the technician who was at your house on December 15, 2015, noted that you have fire breaks and that he is unable to finish the work order as isYou requested to cancel the work order and advised out dispatch office that you will contact us when you are ready for the technician visit Our records indicate that you are already receiving free premium channels for three months, which was added on December 12, As a courtesy, I applied a one-time $credit to your account We sincerely regret any confusion this issue may have caused If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] XXXXX [redacted] ***
August 16, Dear Ms [redacted] : On August 10, 2016, we received your correspondence, dated August 5, 2016, filed with the Revdex.com You expressed dissatisfaction with the internet serviceYou expressed concern with the billing and the early termination feeYou requested that the balance be removed from your account We regret that the internet service was not to your satisfaction You were billed for the TV and internet services through the disconnection dateBecause your account was disconnected prior to the promotional fulfillment date, you were billed for the early termination and for two return box fees, for a total of $Since the balance was not paid in a timely manner, your account was sent to collections When we spoke today, I informed you that I made an exception and removed the balance of $from your account You said that you have mailed in a payment for the same amountWhen the payment is posted to your account, a refund will be submittedYou accepted this resolution 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 to 2:pm MST ###-###-####
Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ August 27, Mr [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On August 25, 2015, we received your complaint, dated August 24, 2015, filed with the Revdex.com You mentioned the following concerns: Promised rate Equipment Monthly bill 24-month commitment Technical issues Customer service You maintain that you were promised a monthly rate of $You also stated that the technician did not have the proper equipment when he arrived for your installation Your service was activated on December 28, 2014, with a 24-month commitmentPlease be advised that your promotion includes a $monthly discount for the first months of serviceThis reduced your monthly rate from $plus tax to $plus tax A review of the sales call found that you initially requested service for four TVs and the representative quoted you a monthly rate of $with taxToward the end of the call, you opted to have only three TVs connected and the monthly rate quoted was $with taxThis was also the amount that was applied to your credit card account on December 27, 2014, for the first month of serviceWe did not find that a monthly rate of $was quoted or requested The equipment that was requested in your installation order was a Hopper with Sling receiver, [redacted] receiver and Super [redacted] receiver to connect three TVsWhen you contacted us on February 6, 2015, and said that you were supposed to be connected with four TVs, we scheduled a free upgrade to install a fourth receiverA monthly receiver fee of $was added to your account for the fourth receiver, making your monthly rate $plus tax; however, as a courtesy, a monthly credit of $was applied for months, reducing your monthly rate to $plus tax Please be advised that the promotion that gave you the Protection Plan for the first six months free ended on June 28, Since the service was not removed, you began to be billed the regular service fee of $This made your monthly rate $plus tax While you were given additional monthly credits ($on March 12, 2015, for six months and $on April 12, 2015, for three months), all appropriate credits have been applied and are now expired You indicated that your monthly bill has been a different amount each month since May On May 13, 2015, a billing statement of $generated for services from May 28, 2015, through June 27, We did not receive a payment by your June 2, 2015, due dateAs a result, the billing statement of $that generated on June 13, 2015, included the unpaid balance of $and the current month's charges of $We received two payments ($on June 14, 2015, and $on July 8, 2015) for a total of $This left an unpaid balance of $ On July 13, 2015, a billing statement of $generated for services from July 28, 2015, through August 27, This billing statement included the previous unpaid balance of $and current month's charges of $We did not receive a payment for this balance by your August 2, 2015, due dateTherefore, the billing statement of $that generated on August 13, 2015, included the unpaid balance of $86.32, a $late fee and the current month's charges of $On August 15, 2015, we received two payments for a total of $Your account was left with an unpaid balance of $Your monthly charges are correct for the services that you subscribe to You requested to be released from your 24-month commitmentWhen I spoke with you by phone on August 26, 2015, I advised you that we are unable to honor your request to waive your 24-month commitmentIf you choose to disconnect your service, you will be charged an early termination fee Although you mentioned that you are experiencing technical issues with your service, you declined my offer to schedule a technician visitYou may contact me directly if you would like to accept this offer 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 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] ***