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] ***
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] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ June 11, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On June 9, 2015, we received your complaint, dated June 8, 2015, filed with the Revdex.com You said that you were not advised of the 24-month commitment associated with your DISH Network accountYou requested a refund of $203.00, that your shipping fees be waived and the reversal of an additional charge I attempted to reach you on June 9, and 11, 2015, at (XXX) XXX-XXXXMy first two calls were answered by a man who terminated the call before I could provide a contact numberMy last call was answered by your voicemail, but it is not set up to record messages I reviewed your December 19, 2014, call during which your equipment was upgradedI found that the agent with whom you spoke advised you twice about the new 24-month commitment and associated early termination feeShe also advised you about the automatic debit of the feeYou verbally agreed to all the terms that she provided and our records indicate that you signed our DISH'n It Up agreement which also provides for the 24-month commitment and early termination fee, as well as the shipping fees to which you refer Our records also show that your account was disconnected due to non-payment on February 27, The account was then restarted on March 29, 2015, and immediately disconnected at your requestThe second notice of debit that you received was a system errorThe early termination fee was already applied and paid; it was not applied again, but our system erroneously alerted you to itWe regret any confusion about an additional feeYour account balance is now zero, as I made an exception and waived the remaining $balance which included your shipping fee As you were provided with correct information concerning your commitment, we are unable to waive and refund the early termination fee 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] Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/09/25) */ September 19, Mr [redacted] 3http://denver.ebindr.com/ebindr/images/icons16x/scrub.jpg [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 18, 2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com You indicated that you were not informed that the internet service required a separate satellite dishThe cable was just thrown across your roof and this is not acceptable with your HOAYou disconnected the service and disputed the early termination fees, and the automatic payment that was debited from your credit card account When I spoke with you by telephone today, I informed you that I reviewed the sales call and the agent disclosed that a separate dish is required Your account was enrolled in the Electronic Funds Transfer automatic payment optionThis provides us with the authorization to debit your account for the amount dueSince the early termination fees had been applied to the account, the total amount due was $1,Additionally, I removed your account from the auto-payment option However, I removed both the early termination fees ($for internet and $for TV service) and I submitted a refund for $1, I also removed the $TRIA charge from your account, as you are unable to access the TRIA from your roof 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 [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/30) */ Please see attachment
December 23, Ms [redacted] Re: Revdex.com Complaint # [redacted] Dear MsLloyd: On December 17, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com I unsuccessfully attempted to contact you at [redacted] on December 18, and 23, 2015, and I left three messages You maintain that we debited your debit/credit card in the amount of $on December 10, 2015, for an account that did not belong to youYou requested a refund on December 11, 2015, and expressed concern with the information you received from customer service agents and supervisors In order to research your claim, I need more informationSince you indicated that the DISH Network account does not belong to you, please contact me directly with the debit/credit card number so that I can locate the account it is attached to I apologize on behalf of DISH Network for the customer service you received If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/11/16) */ November 13, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXX Dear Ms [redacted] : On November 13, 2015, we received your correspondence, dated November 12, 2015, filed with the Revdex.com You stated that a DISH Network account was opened using your information without your authorizationYou requested that the debt not be applied to your credit report and the matter be resolved When we spoke today, I advised you that an ID Theft investigation would need to be completedI sent the necessary forms to you at [redacted] @live.siouxcityschools.comYou indicated that you had a fraud alert on your Social Security Number when this account was establishedI explained that that would be addressed during the investigation You will be contacted by a member of our ID Theft Investigation Team once your completed paperwork is received 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 [redacted] Denver, CO XXXXX [redacted] ***
August 18, Dear Mr [redacted] : On August 10, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com You said that you lost more channels than you were advised you would, and you asked for the same channels you had before for $per month I attempted to reach you at ###-###-#### on August 16, 17, and 18, 2016, and I left three voicemails As I advised you in my last message, children’s channels were not mentioned during your call to restore your service on August 4, Please note that our agents are not advised what channels you require, and they are not able to provide information pertaining to those channels As a courtesy, I applied a monthly $credit to your account for months to bring your monthly rate to $ If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
July 26, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com You said that you received the incorrect equipment at installation You also expressed concern about the level of customer service you received and your technician’s behavior I attempted to reach you at [redacted] on July 24, and 26, No voicemail was available, so I was unable to leave a message While our records indicate that you received the correct equipment according to your initial work order, I made an exception and I waived your early termination fee I’ve also forwarded your feedback concerning your experience to the appropriate department for internal review 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]
March 16, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com You expressed your dissatisfaction with my response to your complaint I regret that you are not satisfied with my response, and it was never my intention to cause further frustrationHowever, as I stated, we have exhausted all of our options at this pointThis is a provider issueOur records reflect that you told our technician that your best friend has the same issue with WF(channel 44) with DIREC TV If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
June 6, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com Your sister, [redacted] , filed this correspondence on your behalfYou maintain you requested that your account be put on DISH Pause for nine months on December 28, 2015, and you disputed the Credit Card AutoPay (CCA) collection for serviceYou requested a refund of $ Please note that when you established CCA, you authorized DISH Network to access your credit card account every month to collect the full amount due When I spoke with [redacted] today, I informed her that I reviewed your account and recorded callsYour call from December 7, 2015, reveals that our agent advised you that your account was currently on DISH Pause, and to call back when the pause ended on December 26, 2015, to extend the account holdWhen the pause ended, the service was automatically restoredWe have no record that you called DISH Network until September 30, During this call, you requested DISH Pause for six months On December 8, 2016, your granddaughter, [redacted] , called on your behalfThe agent explained to her your account history and applied a courtesy credit of $to your accountA total refund of $was also applied to the credit card account ending in on December 13, Per your request, your service was restored on January 30, 2017, and disconnected on March 23, The balance of $is for service renderedAlthough the billing is accurate, I made an exception and removed the balance from your account I regret that your experience did not meet your expectationsIf 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, 4, 2015/11/18) */ November 16, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On November 16, 2015, we received your complaint, dated November 13, 2015, filed with the Revdex.com You said that you were told your bill was to be $per monthYou maintain your home was damaged during the installation and you requested that the damage be repairedYou also disputed the early termination fee You previously received a $monthly credit for months and a $price protection credit for nine monthsWhen the credits ended on September 27, 2015, you were billed the regular program priceOn this same date, per your request, the programming package was downgraded When we spoke today, I advised you that you currently subscribe to the following service: Smart Pack $ Three HD receiver fee $($per receiver) Protection Plan $ The monthly billing rate before tax and credits is $As a courtesy, we are applying a $monthly credit for six months starting September 27, Because the promotional credits ended and the programming package was changed, your billing amount changedWe have no record of the rate you referenced I informed you that your concerns regarding the alleged damage to your home were forwarded to the DISH Network Corporate Field Resolutions Team for reviewA member of this team will contact you directly I asked that you contact DISH Network directly when you are experiencing the technical issues, so that we may troubleshoot the matter over the phoneIf necessary, a technician visit will be scheduled Because you are dissatisfied with the service, I waived your early termination feeYou may cancel the service at any time without a penaltyYou said you will discuss this with your wife and you will call to disconnect the service at a later date 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 (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
January 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 25, 2017, we received your complaint, dated January 24, 2017, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account I attempted to reach you at [redacted] on January 26, and 30, 2017, and I left three voicemails In my last message, I advised you that your early termination fee was waived on January 24, 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 EFlorida Avenue, Suite Denver, CO [redacted] ***
March 14, 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 maintain that when you initiated your DISH Network service through Frontier, you were not informed of the 24-month agreement Our sales representatives are required to disclose the terms of the agreementAdditionally, we provided a confirmation email on August 11, 2015, to you at [redacted] @frontier.comThis sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installationOur records reveal that the email address was changed to [redacted] @yahoo.com on August 16, Please note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distortedWhen the agreement is signed, there is an available option to capture the signatureThis allows the signee to agree to the terms and conditions without signing the agreement multiple timesA box would then appear to ask the signee for authorization to use the previous signature in all necessary places in the document, or to negate the message and sign it again When I spoke with you by telephone today, I informed you that I removed the $balance 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] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: the email listed in the response is not nor has never been my emailI informed them I never got a contract nor signed anything and this informs me that I did not recieve themThe only email I have ever had in the past years is [email protected] have called them in regards to this information and waiting on a response.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/07/27) */ July 21, Mrand Mrs [redacted] Greenville, SC XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrand Mrs [redacted] : On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the Revdex.com You expressed concern about the credit card payment block on your DISH Network accountYou stated that DISH Network debited your bank account twice in May and that the second payment was unauthorizedYou requested to be allowed to make credit or debit card payments to your DISH Network account, and to have the second payment applied to your account When we spoke, I advised you that I reviewed your call from May 21, 2015, during which you updated the automatic payment information for your debit cardDuring the call the agent advised you that we require your balance to be paid when changing automatic payment information, and you agreed to the $payment You disputed that payment through your bank and on June 22, 2015, the $payment was returned to you and charged back to your DISH Network accountPlease note that when we receive a chargeback for a debit or credit card payment, we require that payments be made by check or guaranteed funds for six months on that account, as a safeguardAs a one-time courtesy, I requested to have the credit card block removed from your account As the second May payment was returned to your bank account, we are unable to apply that payment to your balance During our call you requested to receive paper bills and I have noted that on your accountEnclosed are your June and July bills 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: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have caught their personnel on three occasions lying about this entire ordeal We have sent a personal check from our other bank for $I have instructed Dish twice via email to CANCEL our account as of August 31, The only suitable source to remedy this nightmare was our local vice president & manager for [redacted] Revdex.com was certainly a disappointment! Final Consumer Response / [redacted] (4200, 16, 2015/08/21) */ We canceled the account effective August Received letter via [redacted] today acknowledging confirmationHe stated a [redacted] waived the late chargeWe were NOT notified of this I paid the entire bill just to be done with the entire matterMORE LIES FROM DISH! [redacted] stated he had only 1(one) email from me about this sagaHe did not forward his email so I went back and forwarded five(5) separate documents referencing this mess! [redacted] stated he'd send the equipment containers so we can ship the two DRV's and remote controlsAGAIN he follows the standard protocol of DISHlie, lie, lieOn August 3rd, at 1:08pm EDT I spoke directly with [redacted] directing him to cancel this account t effective August and to send the containers for the Dish equipmentMy confirmation letter arrived today, BUT he dated the letter August 3rd! The mail service does not take that long even during the Christmas holidays from Colorado to South Carolina! Guess the Pony Express operates on a as needed basis concerning the mail As to your involvement, your lack of sincere concern is much to be desired! I shall notify Revdex.com of this issue and your Denver/Bolder Office [redacted] Final Business Response / [redacted] (4000, 18, 2015/08/31) */ August 24, Mr [redacted] Greenville, SC XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On August 24, 2015, we received your complaint, dated August 21, 2015, filed with the Revdex.com You expressed concern about the timeliness of my written reply and the information contained therein As I explained when we spoke, our letters must go through an editing process which can delay their postingMr [redacted] waived the late fee on July 30, 2015, and we received your payment on July 31, Mr [redacted] advised me that you and he had reached a resolution to keep your account activeYou agreed to keep your account for the monthly $credits for months Mr [redacted] offered, as well as Starz and Encore free for three monthsMr [redacted] also applied a one-time $credit on August 21, 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 Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/22) */ May 14, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with the Revdex.com You stated that you experienced unresolved signal interruption with your DISH Network serviceThis led you to disconnect your serviceYou were assured that you would not have an early termination fee and that the $balance you paid on May 4, 2015, paid your account in fullYou have since been billed for additional servicesYou would like this cleared and your early termination fee waived as promised When we spoke today, I explained the billing and confirmed that your early termination fee was waivedAs a courtesy, for the service issues you experienced and incorrect information you were provided, I agreed to resolve the remaining balance of $You accepted this resolution It has been a privilege to have you as a customer and we would very much appreciate the opportunity to serve you again in the future should your situation change 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] ***
August 15, Dear Mr [redacted] : On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.comMy attempts to reach you by phone on August 11, and 15, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that your credit card account was charged weekly, so you contacted our customer service and asked that we remove it from your accountHowever, you said that after your request, your credit card account was charged $You requested a refund and removal of the current balance due Our records reflect that we removed Credit Card AutoPay from your account when you requested on May 2, However, your credit card account is kept on file due to the fact that you lease equipment from usYour credit card information is totally removed from our system once your account is disconnected and the leased equipment has been returned Because your account was disconnected before you fulfilled your contract, we consider the $early termination fee to be a valid chargeYour account was restarted on August 4, The early termination fee was waived and a refund was provided on August 9, Your request for a credit of $to remove the current balance due is denied 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
April 26, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On April 22, 2016, we received your correspondence, dated April 21, 2016, filed with the Revdex.com You stated that you purchased DISH Network service in February You were recently notified that your landlord doesn’t allow the service at your residenceThis led you to disconnect your accountAn early termination fee was applied to your accountWhen you contacted DISH Network to ask that the fee be waived, the customer service that you encountered didn’t meet your expectationsYou requested that your early termination fee be waived and you would like a refund for your last month of service When we spoke on April 25, 2016, I agreed to waive your early termination fee and I issued a refund for your last payment of $You accepted this resolution We strive to provide excellent service and regret that your experience was unfavorableIt has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change 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: 2:pm to11:pm MDT, MON-FRI [redacted]
October 11, Dear Mr***: On October 5, 2016, we received your correspondence, dated October 2, 2016, filed with the Revdex.com You disputed the equipment return fee I attempted to reach you at ###-###-#### on October 6, and 11, I left three voice messages You participated in the Digital Home Advantage (DHA) promotional agreementUnder this promotion, you agreed to return the leased equipment and bear all costs and expense of the returnI enclosed a copy of your signed DHA agreement for your recordsThe equipment return fee of $is valid 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: Monday – Friday, 6:am to 2:pm MST ###-###-#### Enclosure
Initial Business Response / [redacted] (1000, 4, 2015/11/20) */ November 19, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On November 16, 2015, we received your complaint, dated November 13, 2015, filed with the Revdex.com You said that you were offered a rate of $with an upgrade that carries a two-year agreement, but the offer was not honored When we spoke, I advised you that I will honor the offer and ensure that your rate is $for months We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am accepting this response as they are honoring the original offer made to me
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] ***
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] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ June 11, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On June 9, 2015, we received your complaint, dated June 8, 2015, filed with the Revdex.com You said that you were not advised of the 24-month commitment associated with your DISH Network accountYou requested a refund of $203.00, that your shipping fees be waived and the reversal of an additional charge I attempted to reach you on June 9, and 11, 2015, at (XXX) XXX-XXXXMy first two calls were answered by a man who terminated the call before I could provide a contact numberMy last call was answered by your voicemail, but it is not set up to record messages I reviewed your December 19, 2014, call during which your equipment was upgradedI found that the agent with whom you spoke advised you twice about the new 24-month commitment and associated early termination feeShe also advised you about the automatic debit of the feeYou verbally agreed to all the terms that she provided and our records indicate that you signed our DISH'n It Up agreement which also provides for the 24-month commitment and early termination fee, as well as the shipping fees to which you refer Our records also show that your account was disconnected due to non-payment on February 27, The account was then restarted on March 29, 2015, and immediately disconnected at your requestThe second notice of debit that you received was a system errorThe early termination fee was already applied and paid; it was not applied again, but our system erroneously alerted you to itWe regret any confusion about an additional feeYour account balance is now zero, as I made an exception and waived the remaining $balance which included your shipping fee As you were provided with correct information concerning your commitment, we are unable to waive and refund the early termination fee 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] Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/09/25) */ September 19, Mr [redacted] 3http://denver.ebindr.com/ebindr/images/icons16x/scrub.jpg [redacted] XXXXX-XXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On September 18, 2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com You indicated that you were not informed that the internet service required a separate satellite dishThe cable was just thrown across your roof and this is not acceptable with your HOAYou disconnected the service and disputed the early termination fees, and the automatic payment that was debited from your credit card account When I spoke with you by telephone today, I informed you that I reviewed the sales call and the agent disclosed that a separate dish is required Your account was enrolled in the Electronic Funds Transfer automatic payment optionThis provides us with the authorization to debit your account for the amount dueSince the early termination fees had been applied to the account, the total amount due was $1,Additionally, I removed your account from the auto-payment option However, I removed both the early termination fees ($for internet and $for TV service) and I submitted a refund for $1, I also removed the $TRIA charge from your account, as you are unable to access the TRIA from your roof 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 [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/09/30) */ Please see attachment
December 23, Ms [redacted] Re: Revdex.com Complaint # [redacted] Dear MsLloyd: On December 17, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com I unsuccessfully attempted to contact you at [redacted] on December 18, and 23, 2015, and I left three messages You maintain that we debited your debit/credit card in the amount of $on December 10, 2015, for an account that did not belong to youYou requested a refund on December 11, 2015, and expressed concern with the information you received from customer service agents and supervisors In order to research your claim, I need more informationSince you indicated that the DISH Network account does not belong to you, please contact me directly with the debit/credit card number so that I can locate the account it is attached to I apologize on behalf of DISH Network for the customer service you received If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/11/16) */ November 13, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXX Dear Ms [redacted] : On November 13, 2015, we received your correspondence, dated November 12, 2015, filed with the Revdex.com You stated that a DISH Network account was opened using your information without your authorizationYou requested that the debt not be applied to your credit report and the matter be resolved When we spoke today, I advised you that an ID Theft investigation would need to be completedI sent the necessary forms to you at [redacted] @live.siouxcityschools.comYou indicated that you had a fraud alert on your Social Security Number when this account was establishedI explained that that would be addressed during the investigation You will be contacted by a member of our ID Theft Investigation Team once your completed paperwork is received 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 [redacted] Denver, CO XXXXX [redacted] ***
August 18, Dear Mr [redacted] : On August 10, 2016, we received your complaint, dated August 5, 2016, filed with the Revdex.com You said that you lost more channels than you were advised you would, and you asked for the same channels you had before for $per month I attempted to reach you at ###-###-#### on August 16, 17, and 18, 2016, and I left three voicemails As I advised you in my last message, children’s channels were not mentioned during your call to restore your service on August 4, Please note that our agents are not advised what channels you require, and they are not able to provide information pertaining to those channels As a courtesy, I applied a monthly $credit to your account for months to bring your monthly rate to $ If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
July 26, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com You said that you received the incorrect equipment at installation You also expressed concern about the level of customer service you received and your technician’s behavior I attempted to reach you at [redacted] on July 24, and 26, No voicemail was available, so I was unable to leave a message While our records indicate that you received the correct equipment according to your initial work order, I made an exception and I waived your early termination fee I’ve also forwarded your feedback concerning your experience to the appropriate department for internal review 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]
March 16, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com You expressed your dissatisfaction with my response to your complaint I regret that you are not satisfied with my response, and it was never my intention to cause further frustrationHowever, as I stated, we have exhausted all of our options at this pointThis is a provider issueOur records reflect that you told our technician that your best friend has the same issue with WF(channel 44) with DIREC TV If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
June 6, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On June 1, 2017, we received your correspondence, dated May 31, 2017, filed with the Revdex.com Your sister, [redacted] , filed this correspondence on your behalfYou maintain you requested that your account be put on DISH Pause for nine months on December 28, 2015, and you disputed the Credit Card AutoPay (CCA) collection for serviceYou requested a refund of $ Please note that when you established CCA, you authorized DISH Network to access your credit card account every month to collect the full amount due When I spoke with [redacted] today, I informed her that I reviewed your account and recorded callsYour call from December 7, 2015, reveals that our agent advised you that your account was currently on DISH Pause, and to call back when the pause ended on December 26, 2015, to extend the account holdWhen the pause ended, the service was automatically restoredWe have no record that you called DISH Network until September 30, During this call, you requested DISH Pause for six months On December 8, 2016, your granddaughter, [redacted] , called on your behalfThe agent explained to her your account history and applied a courtesy credit of $to your accountA total refund of $was also applied to the credit card account ending in on December 13, Per your request, your service was restored on January 30, 2017, and disconnected on March 23, The balance of $is for service renderedAlthough the billing is accurate, I made an exception and removed the balance from your account I regret that your experience did not meet your expectationsIf 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, 4, 2015/11/18) */ November 16, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On November 16, 2015, we received your complaint, dated November 13, 2015, filed with the Revdex.com You said that you were told your bill was to be $per monthYou maintain your home was damaged during the installation and you requested that the damage be repairedYou also disputed the early termination fee You previously received a $monthly credit for months and a $price protection credit for nine monthsWhen the credits ended on September 27, 2015, you were billed the regular program priceOn this same date, per your request, the programming package was downgraded When we spoke today, I advised you that you currently subscribe to the following service: Smart Pack $ Three HD receiver fee $($per receiver) Protection Plan $ The monthly billing rate before tax and credits is $As a courtesy, we are applying a $monthly credit for six months starting September 27, Because the promotional credits ended and the programming package was changed, your billing amount changedWe have no record of the rate you referenced I informed you that your concerns regarding the alleged damage to your home were forwarded to the DISH Network Corporate Field Resolutions Team for reviewA member of this team will contact you directly I asked that you contact DISH Network directly when you are experiencing the technical issues, so that we may troubleshoot the matter over the phoneIf necessary, a technician visit will be scheduled Because you are dissatisfied with the service, I waived your early termination feeYou may cancel the service at any time without a penaltyYou said you will discuss this with your wife and you will call to disconnect the service at a later date 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 (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
January 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 25, 2017, we received your complaint, dated January 24, 2017, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account I attempted to reach you at [redacted] on January 26, and 30, 2017, and I left three voicemails In my last message, I advised you that your early termination fee was waived on January 24, 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 EFlorida Avenue, Suite Denver, CO [redacted] ***
March 14, 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 maintain that when you initiated your DISH Network service through Frontier, you were not informed of the 24-month agreement Our sales representatives are required to disclose the terms of the agreementAdditionally, we provided a confirmation email on August 11, 2015, to you at [redacted] @frontier.comThis sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installationOur records reveal that the email address was changed to [redacted] @yahoo.com on August 16, Please note that as the signature is gathered on an electronic tablet, the electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distortedWhen the agreement is signed, there is an available option to capture the signatureThis allows the signee to agree to the terms and conditions without signing the agreement multiple timesA box would then appear to ask the signee for authorization to use the previous signature in all necessary places in the document, or to negate the message and sign it again When I spoke with you by telephone today, I informed you that I removed the $balance 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] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: the email listed in the response is not nor has never been my emailI informed them I never got a contract nor signed anything and this informs me that I did not recieve themThe only email I have ever had in the past years is [email protected] have called them in regards to this information and waiting on a response.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/07/27) */ July 21, Mrand Mrs [redacted] Greenville, SC XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrand Mrs [redacted] : On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the Revdex.com You expressed concern about the credit card payment block on your DISH Network accountYou stated that DISH Network debited your bank account twice in May and that the second payment was unauthorizedYou requested to be allowed to make credit or debit card payments to your DISH Network account, and to have the second payment applied to your account When we spoke, I advised you that I reviewed your call from May 21, 2015, during which you updated the automatic payment information for your debit cardDuring the call the agent advised you that we require your balance to be paid when changing automatic payment information, and you agreed to the $payment You disputed that payment through your bank and on June 22, 2015, the $payment was returned to you and charged back to your DISH Network accountPlease note that when we receive a chargeback for a debit or credit card payment, we require that payments be made by check or guaranteed funds for six months on that account, as a safeguardAs a one-time courtesy, I requested to have the credit card block removed from your account As the second May payment was returned to your bank account, we are unable to apply that payment to your balance During our call you requested to receive paper bills and I have noted that on your accountEnclosed are your June and July bills 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: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX Enclosure cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have caught their personnel on three occasions lying about this entire ordeal We have sent a personal check from our other bank for $I have instructed Dish twice via email to CANCEL our account as of August 31, The only suitable source to remedy this nightmare was our local vice president & manager for [redacted] Revdex.com was certainly a disappointment! Final Consumer Response / [redacted] (4200, 16, 2015/08/21) */ We canceled the account effective August Received letter via [redacted] today acknowledging confirmationHe stated a [redacted] waived the late chargeWe were NOT notified of this I paid the entire bill just to be done with the entire matterMORE LIES FROM DISH! [redacted] stated he had only 1(one) email from me about this sagaHe did not forward his email so I went back and forwarded five(5) separate documents referencing this mess! [redacted] stated he'd send the equipment containers so we can ship the two DRV's and remote controlsAGAIN he follows the standard protocol of DISHlie, lie, lieOn August 3rd, at 1:08pm EDT I spoke directly with [redacted] directing him to cancel this account t effective August and to send the containers for the Dish equipmentMy confirmation letter arrived today, BUT he dated the letter August 3rd! The mail service does not take that long even during the Christmas holidays from Colorado to South Carolina! Guess the Pony Express operates on a as needed basis concerning the mail As to your involvement, your lack of sincere concern is much to be desired! I shall notify Revdex.com of this issue and your Denver/Bolder Office [redacted] Final Business Response / [redacted] (4000, 18, 2015/08/31) */ August 24, Mr [redacted] Greenville, SC XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On August 24, 2015, we received your complaint, dated August 21, 2015, filed with the Revdex.com You expressed concern about the timeliness of my written reply and the information contained therein As I explained when we spoke, our letters must go through an editing process which can delay their postingMr [redacted] waived the late fee on July 30, 2015, and we received your payment on July 31, Mr [redacted] advised me that you and he had reached a resolution to keep your account activeYou agreed to keep your account for the monthly $credits for months Mr [redacted] offered, as well as Starz and Encore free for three monthsMr [redacted] also applied a one-time $credit on August 21, 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 Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/22) */ May 14, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On May 13, 2015, we received your correspondence, dated May 12, 2015, filed with the Revdex.com You stated that you experienced unresolved signal interruption with your DISH Network serviceThis led you to disconnect your serviceYou were assured that you would not have an early termination fee and that the $balance you paid on May 4, 2015, paid your account in fullYou have since been billed for additional servicesYou would like this cleared and your early termination fee waived as promised When we spoke today, I explained the billing and confirmed that your early termination fee was waivedAs a courtesy, for the service issues you experienced and incorrect information you were provided, I agreed to resolve the remaining balance of $You accepted this resolution It has been a privilege to have you as a customer and we would very much appreciate the opportunity to serve you again in the future should your situation change 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] ***
August 15, Dear Mr [redacted] : On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.comMy attempts to reach you by phone on August 11, and 15, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that your credit card account was charged weekly, so you contacted our customer service and asked that we remove it from your accountHowever, you said that after your request, your credit card account was charged $You requested a refund and removal of the current balance due Our records reflect that we removed Credit Card AutoPay from your account when you requested on May 2, However, your credit card account is kept on file due to the fact that you lease equipment from usYour credit card information is totally removed from our system once your account is disconnected and the leased equipment has been returned Because your account was disconnected before you fulfilled your contract, we consider the $early termination fee to be a valid chargeYour account was restarted on August 4, The early termination fee was waived and a refund was provided on August 9, Your request for a credit of $to remove the current balance due is denied 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
April 26, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On April 22, 2016, we received your correspondence, dated April 21, 2016, filed with the Revdex.com You stated that you purchased DISH Network service in February You were recently notified that your landlord doesn’t allow the service at your residenceThis led you to disconnect your accountAn early termination fee was applied to your accountWhen you contacted DISH Network to ask that the fee be waived, the customer service that you encountered didn’t meet your expectationsYou requested that your early termination fee be waived and you would like a refund for your last month of service When we spoke on April 25, 2016, I agreed to waive your early termination fee and I issued a refund for your last payment of $You accepted this resolution We strive to provide excellent service and regret that your experience was unfavorableIt has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change 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: 2:pm to11:pm MDT, MON-FRI [redacted]
October 11, Dear Mr***: On October 5, 2016, we received your correspondence, dated October 2, 2016, filed with the Revdex.com You disputed the equipment return fee I attempted to reach you at ###-###-#### on October 6, and 11, I left three voice messages You participated in the Digital Home Advantage (DHA) promotional agreementUnder this promotion, you agreed to return the leased equipment and bear all costs and expense of the returnI enclosed a copy of your signed DHA agreement for your recordsThe equipment return fee of $is valid 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: Monday – Friday, 6:am to 2:pm MST ###-###-#### Enclosure
Initial Business Response / [redacted] (1000, 4, 2015/11/20) */ November 19, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On November 16, 2015, we received your complaint, dated November 13, 2015, filed with the Revdex.com You said that you were offered a rate of $with an upgrade that carries a two-year agreement, but the offer was not honored When we spoke, I advised you that I will honor the offer and ensure that your rate is $for months We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am accepting this response as they are honoring the original offer made to me